Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many other complaints on the BBB website for this company, I paid the $180 for a test today and within an hour already received results back stating I do not have ADD. I have had a diagnosis of ADD since being a child, it runs in my family, and now my son also has it. I can not follow conversations at work or stay organized I described all of this yet they claim I do not have have it. In the past I have been tested by multiple drs and been on multiple medications to treat this. This company seems to be a scam and medical fraud. I want a second opinion or I will be filling complaints with all medical related boards as well as the attorney general this is not accpetable.

  Business Response

  Date: 07/24/2023

  ******************* reached out to patient support on July 11, 2023 and was offered a resolution to her concerns seven days later on July 18, 2023 which she did not follow through on. When reviewing her case, we concluded that services were rendered as they are stated in the terms and condition ****** agreed to when signing up for our services, a free second opinion was not appropriate. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20307771
  
  I am rejecting this response because: the business did not call me or offer proper diagnosis i went to another dr and got the diagnosis as I stated in the beginning I was not new to diagnosis and already had it. I needed to get current on medicine. They refused to help me and did not review my situation appropriately or contact me. I will also be filing a complaint with my credit card company. As the service was not provided and they refused to look into it further. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/04/2023

  Hi ******, we completely understand your frustration, however, our support staff did offer you assistance with your request and you denied the help on 7/18/23. We could have worked together to find a resolution for you, but you chose to go outside of our company for a second opinion instead, which was entirely up to you. Our staff care deeply about the wellbeing of all of our patients, and we wish you the best of luck on the rest of your healthcare journey. 

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20307771
  
  I am rejecting this response because:
  The business never called me which was a lie after me submitting the issue and this process was fraud. Calling my credit card company. 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2023

  Hello, patient support did reach out to you via email but we never received a response back. We are very sorry for the frustration you are feeling at this time, but we are following our terms and policies that every patient agrees to when they sign up for our services. If there is anything we can do to help you in the future, please let us know. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20307771
  
  I am rejecting this response because: the business stated they tried to reach out via email which I never received. Even knowing this the scam company still has not once attempted to call me at my requests even though that was also mentioned in the complaint. It is clear they never had plans to resolve or they would call. These reviews are in line with other on the bbb site and I will be sharing with my credit card company as well. Especially since I have a diagnosis from two other drs and you falsely reviewed my test. Show some effort and make a phone call to me and stop playing your games. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/08/2023

  Hi ******, patient support is reaching out to try and work with you directly. Please check your email for this update, thank you!

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20307771
  
  I am rejecting this response because:  *********** called me and asked for my medical records where I was diagnosed somewhere else, I was told they need this to review giving me a refund. I was reluctant to send them my personal information but I was assured it would be for this review. The records stated just as I did before my diagnosis. I received an email from them today stating they reviewed and our not giving a refund. Why did you ask for my personal records then that you have no right to have? They also without having any video contact or call with me, nor seeing any of my prior medical tests or history basically accused all of my medical DRs and being unethical. This company is a SCAM, they are unethical.  There customer service is horrible, and they regularly lead the customer on and lie about their services. Very similar to other complaints on this website. I will look into my options. The fact that they requested my personal information when they had no intention of resolving the matter is a violation of my privacy rights.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/14/2023

  Hello, we appreciate the time you have taken to go over your concerns with us directly. We have done our due diligence to review the information you submitted to us and have determined that a refund is not owed for the services rendered. Doctors, hospitals and urgent care facilities share the same policy. While our refund policy is congruent with the rest of the healthcare community, we understand it can be upsetting and we apologize if that is the case. Please take care and we wish you all the best in your future endeavors. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20307771
  
  I am rejecting this response because: because you are not like urgent care and other health companies you didnt speak to me, have a video call, or see me. You diagnosed based on an arbitrary questionnaire. Being that I have multiple other diag and family history and you all did not see me or talk to me you mid diagnosed it is that simple. At least my real drs and neurologist know what they are doing. I am rejecting this response because:  *********** called me and asked for my medical records where I was diagnosed somewhere else, I was told they need this to review giving me a refund. I was reluctant to send them my personal information but I was assured it would be for this review. The records stated just as I did before my diagnosis. I received an email from them today stating they reviewed and our not giving a refund. Why did you ask for my personal records then that you have no right to have? They also without having any video contact or call with me, nor seeing any of my prior medical tests or history basically accused all of my medical DRs and being unethical. This company is a SCAM, they are unethical.  There customer service is horrible, and they regularly lead the customer on and lie about their services. Very similar to other complaints on this website. I will look into my options. The fact that they requested my personal information when they had no intention of resolving the matter is a violation of my privacy rights.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received treatment successful and have responded to medication for ADHD. I recently moved and wanted to use an online service since I am in a rural area and there are not a lot of treatment options. Despite successfully responding to medical treatment, I was given a nonsense diagnosis. I also have personal issues with the test - a detailed question with odd questions for people with ADHD seems bizarre as does an excessively odd questioning section that involves menses which make me feel like I would be diagnosed with hysteria. Dont recommend the company since they dont appear to want to treat people, ************ $300 for initial treatment.

  Business Response

  Date: 09/05/2023

  Hello, we are very sorry for the negative experience you had with our assessment. If you haven't already, please reach out to patient support at ************ so we can look into this further to see if there is anything we can do to help turn this experience around.

• Initial Complaint

  Date:06/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people are sick and evil they are doing medical fraud. I'm reporting this to the attorney General and have called my bank to get a chargeback issued. They took $169 and said it was to see a medical provider and get a prescription medication. There is no medical provider they ask for an additional $200 for the medical provider. This is a healthcare scam and its incredibly cruel. Don't ever use them there are other telemedicine providers offering a real service. Collecting someone's medical history is not a doctors appointment. They basically steal your health information ask for money and ask you to pay again.

  Business Response

  Date: 09/26/2023

  We did try to work with ******* for a while with her concerns and were not able to break our policies to accommodate.

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is a scam. I paid for ***************************, and they chose to scam me instead. There are similar documented concerns all over your website. I tried reaching out for assistance, but their phone number doesnt answer and anyone I emailed just gave me the runaround and was unwilling to help looking at all the evidence. It is very clear that this is a scam trying to take money away from people picking medical assistance.

  Business Response

  Date: 05/05/2023

  I followed up with our patient engagement team. Here's what they said:

   

  The patient did not get an ADHD diagnosis. Because he disputed the diagnosis, we offered the patient an addendum to fill out and provide additional details for the psychologist to review. Multiple staff, over multiple days reached out to him offering an addendum. Then on 4/26/23 ************ called him and tried to explain the option for an addendum, and the pt continued to refuse to accept any assistance. Pt. wanted a refund for his assessment. However, he completed the assessment and did not qualify for a refund.

  Now he is disputing the assessment cost, as well as calling ** a scam and scum of the Earth, who should all be imprisoned

   

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an appointment, I was charged 169$ the appointment was cancelled but I was not refunded. I have not been contacted about rescheduling. I call and wait on hold every day with no response, when I create a ticket sitting my issue they are marked as resolved with no explanation or refund I am unable to reschedule on my end with our paying again, which I am now afraid to do after reading ADHD online might be a scam and that this has been happening to a lot of their customers

  Business Response

  Date: 09/05/2023

  Hi ******, we are very sorry for the delay in response to your initial request. Back in ***** were very short-staffed and it did result in some delayed turn-around times for most ticket requests. If your issue has not been resolved, please contact us at ************ and we would be happy to work with you on this.

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADHD online is a company that supposedly does an assessment to determine if you have ADHD. If you do, then they prescribe the necessary meds.It was determined in an assessment that I have ADHD and they prescribed meds.Then I needed a refill. So, I scheduled a meeting with one of their doctors and paid $169.00.The doctor did not show up for the scheduled appointment on 4/4/23.I then went to their help page and filed a complaint and called and left multiple messages and I did not get an emal back or a call back.So, I scheduled another meeting with a doctor and paid another $169.The doctor AGAIN did not show up for the scheduled meeting.I am now out of $340 dollars and I am out of my medication that was working and was effective! This is supposed a company supporting mental health. This is terrible and it is a total scam.

  Business Response

  Date: 09/05/2023

  Hi *****, thank you for letting us know of the issues you were facing back in April. We were very short-staffed and unfortunately behind on most ticket requests. However, this does not explain the issues you were having with your provider not being available at the time of your appointments and we would like to learn more about this to make improvements to our patients' experience. If this has not been resolved already, please reach out to patient support at ************ and we would be happy to look into this with you.

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working with an excellent provider on ADHD Online, but when it came time to renew the prescription, I did not receive a reply to a medication refill request after 7 days. There is no way to escalate the request and they dont answer the phone. I am very disillusioned with them because my medical provider is great, but their support is terrible.

  Business Response

  Date: 09/05/2023

  Hi *******, please accept our sincerest apologies for our turn-around times earlier this year. We admittedly were a bit inundated and under-staffed but have been working extremely hard to make improvements to our overall patient experience. If you are still in need of assistance, please feel free to reach out to us at ************ and we would be more than happy to help!

• Initial Complaint

  Date:04/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When completing information under review, the credit card information was erroneously sent. Leaving a charge on account. I immediately called over 5 times with no response. Sent an email over 3 times. A month later they refuse to submit a refund stating that they do not honor their established policy. This company is a scam.

  Business Response

  Date: 09/05/2023

  Hello, thank you for submitting these attachments. All of the information included in the email thread is correct as far as what the agent sent back to you in response to your initial request. We provide information on what states are covered for medication management on our website under the "treatments overview" tab. Before any patient signs up for our services, it is advised they review our website first to make sure we are a good fit for them. If you have any further questions about this, please reach out to us at ************.

• Initial Complaint

  Date:03/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid for 3 months worth of care from this company. They will not send in my prescription refill, they will not answer the phone, they will not return phone calls, and they will not respond to emails.

  Business Response

  Date: 09/05/2023

  Hi *******, thank you for taking the time to let us know about your experience. Earlier this year, we were very behind on our ticket requests due to not having enough staff to keep up with the number of patients we serve. We are deeply sorry for any inconvenience this has caused you. However, we have been working very hard all year to make improvements for our patients and we would love to show you how we've changed for the better. If there is anything we can do for you, please feel free to reach out to us at ************ and we would be happy to help.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for an assessment and then I paid again to have an appointment. Prescription was never called into pharmacy. Contacted them twice through website and 3 phone calls with no response and no refund if money

  Business Response

  Date: 09/05/2023

  Hi ******, thank you for leaving this feedback. It looks like patient support did send you a response to your initial request on 3/28/23 and everything looks to be resolved. If you are in need of further assistance, please feel free to give us a call at ************ and we would be happy to assist in anyway that we can.