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:12/07/2022

  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.

  I was not informed I needed to schedule a new appointment. Once I found out I scheduled one immediately. The doctor then refused to do a bridge prescription leaving me unmedicated for 14days severely affecting my job performance and putting my job at risk. I am very disappointed with how carelessly my situation has been handled and how I am expected to out of the blue go unmedicated potentially loosing my source of income.

  Business Response

  Date: 10/02/2023

  Hi ******, thank you very much for leaving us this feedback in regards to your experience back in December, we are very sorry for the inconveniences this situation may have caused you. All throughout 2023, we have been working very hard as a company and team to make improvements to our overall patient experience. We hope to show you how we have grown this year and invite you to contact us if you have any other questions! Our office is open M-F 9a-5pm EST and our number is ************

• Initial Complaint

  Date:12/02/2022

  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 made a payment to this company in order to begin treatment. I was under the impression that the amount I was paying would include an assessment for ADHD and connect me with a doctor. After reading through reviews, I find out that what I am paying is for an assessment only. This assessment can then be taken to your own doctor or use one of the company's. To do so is an additional $200. Every review I have read indicates that other doctors, outside of this company, refuse to use this assessment when patients present it because it is inconclusive and invalid...aka useless. I have contacted this company about a refund only to be told it will take several days due to a "significant surge." A company dealing in the world of mental health and urgency can't staff their support department efficiently to handle concerns as they arise? Everything I have read has indicated this company is impossible to reach and ultimately a scam. I would like a refund for the portion I have paid, as my assessment has not been completed and I have not received a diagnosis. I would also like to stop any future payments from pending.

  Business Response

  Date: 10/02/2023

  Hello, thank you very much for leaving us this feedback in regards to your experience back in December, we are very sorry for the inconveniences this situation may have caused you. All throughout 2023, we have been working very hard as a company and team to make improvements to our overall patient experience. We hope to show you how we have grown this year and invite you to contact us if you have any other questions! Our office is open M-F 9a-5pm EST and our number is ************

• Initial Complaint

  Date:12/01/2022

  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.

  In mid-November, I was looking for an ADHD online treatment site. GoodRX recommended ADHD Online. Their site said for $150 I could get an online assessment followed by a monthly visit with an online doctor for treatment. This is typical of the other sites like Done or Cerebral.After paying, I got the assessment done and then I was asked to pay another $199 to get the visit, to finally get treatment. This was not clear or obvious on their site, and it is very different than the rest of the industry. I tried talking to customer service, and I filled-in a refund request that was denied. I believe they are using deceptive pricing and I deserve a refund.

  Business Response

  Date: 10/03/2023

  Hello, thank you for letting us know about your experience back in December. Throughout 2023 we have made many improvements to our overall patient experience, including adjusting the website to be more transparent about our pricing. If you would like to discuss more about the ways we've grown this year, please feel free to reach out to us at ************ M-F 9a-5p EST. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 18491505
  
  I am rejecting this response because:

  Your recent updates to your site, do not solve my situation where I was misled. They sound great to prevent new users from being misled.

  How will you solve this for me?

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/06/2023

  As has been the case since 2022, any patient who takes our assessment and is diagnosed with ADHD, Anxiety and/or Depression is welcome to take their results to a local provider to seek out medication management options or they can start with one of our provider's if we offer this service in their state. ********************* has never been promised to any patient, though I am sorry if you interpreted our services in that way. 

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 18491505
  
  I am rejecting this response because:

  I did receive a diagnoses, and I am not complaining about receiving or not receiving medication. The pricing scheme was intentionally very misleading.

  Other providers refuse to take the results. The results are worthless. So I was tricked into paying for a service, that cannot be used, and that involves paying more, which was not clear.

  I expect a full refund.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2023

  Hi ******, if you are having issues with other providers accepting your results, we would be happy to assist you in speaking with them directly. Although we have made a few changes, our pricing has been clear on our website. It is the patient's responsibility to research the service they are signing up for to ensure they are a good fit. We are not able to offer you a refund, but if you would like to discuss this in greater detail, we ask that you reach out to our office at ************ M-F 9a-5p EST.

• Initial Complaint

  Date:12/01/2022

  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.

  I got evaluated using this service the week of Thanksgiving, and got my results on 11/28 - I was initially really pleased with how detailed the assessment was because I've been seeing a counselor who recommended I get tested but since I don't have insurance it was too expensive to do in-person. I found this service via Good RX and they seemed accredited and the doctors were legit when I looked them up. I met with a doc (an additional $200 fee ON TOP of the $150 assessment fee, which I was not prepared for) and thought that he was very knowledgeable and thorough in his assessment of me. But at the end of our session he told me he would send my prescription to my local pharmacy and to message him with any follow-up questions I had. My complaint is that there is absolutely no way to message your doc through the patient portal. And on top of that, he never called in my prescription. I reached out to adhd online and heard nothing back from them and when I tried calling their phone number it says that they're having technical difficulties and no one is available to take my call. No matter what time of day I call or how many times I call, I can't even get to a waiting line to wait to talk to someone. It just tells me to leave a message. This feels very scammy to me and like they intentionally are making it difficult to receive the treatment services that I just paid over $300 for. I paid for a service which has not been provided (med management) and there is no recourse for me to speak to anybody to get it taken care of.

  Business Response

  Date: 10/03/2023

  Hi *******, thank you for letting us know about your experience back in December. Throughout 2023 we have made many improvements to our overall patient experience, including improving our turn around times for most ticket requests that come in to patient support. If you would like to discuss more about the ways we've grown this year, please feel free to reach out to us at ************ M-F 9a-5p EST. 

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  My son used my credit card (authorized use) to pay for and take an ADHD evaluation over a week ago and we have received zero response from this company.The test was taken by *************************************** DOB 09/28/2002.

• Initial Complaint

  Date:11/08/2022

  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.

  This business is a telehealth agency specializing in ADHD Diagnosis, Therapy, and Treatment including the prescribing of drugs to patients of theirs. I began as a patient of theirs in October of 2021 and was initially very pleased with there services, as I have had difficulty finding a therapist locally that even believes that an adult can be afflicted with ADHD. Throughout my various telehealth appointments, I was eventually prescribed Adderall at 20 mg, twice a day. This treatment plan helped me immensely, and was very convenient, as I am a small business owner with three small children. My last telehealth appointment was on Monday, September 26, 2022, where my prescription was renewed for another 30 days. I made several trips to the pharmacy during the remainder of that week but was told each time that there was not any record of a prescription for me. I emailed this provider on September 30, 2022, requesting information, and followed up several times before ultimately being told on Tuesday, October 11, 2022, that the pharmacy I was using was no longer accepting telehealth prescriptions.I then asked for the prescription to be transferred to another pharmacy. Since then, I have followed up with numerous emails, phone calls, voicemails, and social media messages with no response. Since then, I have had to quit my prescription without the recommended tapering-off period, and have suffered withdrawal symptoms, and a decline in my mental health and wellbeing. At this point I can only assume that the provider has terminated the doctor-patient relationship without reasonable notice or a reasonable excuse and has failed to provide me with an opportunity to find a qualified replacement care provider.Upon browsing several social media websites, it seems that this is common practice for this provider.

  Business Response

  Date: 10/03/2023

  Hi ****, thank you for taking the time to leave us this feedback last year. Throughout 2023, we have faced many *** and downs but have reached a place where we are seeing the light at the end of the tunnel. We would love to show you all the ways we've grown. If you would like to reach out to patient support, our number is ************ and we're open M-F 9a-5p EST

• Initial Complaint

  Date:11/06/2022

  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.

  My son has been using this service to treat his adhd. Suddenly his doctor stopped working for the company ( cant blame her)They tell me to schedule with another new doctor. The doctor does not have availability for over 3 weeks. I book it anyway. I report that my son needs his script refilled in order to make it in order to wait 3 weeks to speak to a new doc to get his refill. I am ignored. I send 2 urgent emails and then two prescription refill requests. I call and leave a voicemail. Nothing. My son who desperately needs his meds has nothing. This is not medically safe or responsible. This is not the company to trust. They do not respond to urgent medical issues. Please dont support them.

  Business Response

  Date: 10/06/2023

  Hello, thank you for letting us know about your experience back in 2022. Throughout 2023 we have made many improvements to our overall patient experience, including hiring enough staff and scaling back our patient intake to keep up with our current patient population. If you would like to discuss more about the ways we've grown this year, please feel free to reach out to us at ************ M-F 9a-5p EST. 

• Initial Complaint

  Date:11/06/2022

  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 recently realized that I may possibly have ADHD. I currently do not have insurance so I was looking for options to help with that. I found ADHD online which offered an assessment then said they would be able to help after or be able to use the assessment with another doctor if they couldnt. I did the assessment expecting help however once I completed the assessment they said they had no doctors in **. They then said I can use it for any doctor. I then reached out to 15 or so doctors locally which none would accept the assessment they said basically it was bologna and not usable. I then explained this to ADHD online and asked to be reimbursed. They refused and said they have a no reimbursement policy. They literally take advantage of people who are looking for help which after I looked into it and found out that many people have the same issue. I found this company through a website I trusted and have used before thinking it would be OK. I am considering asking for a charge back from my bank but at the same time I also dont want this to happen to other people. It is unfair theyre taking Peoples money looking for help and then not being able to use that product.

  Business Response

  Date: 10/06/2023

  Hi ******, we are very sorry for the frustration you were feeling back in 2022. ********** that we cover for medication management are listed on our website *********************************************** **************** law does prevent ** from being able to offer medication management in that state at this time, but our assessment is still valid and can be used to pursue treatment options elsewhere. We apologize again for any inconveniences you may have faced, we would be happy to discuss this with you further if you would like to reach out to our support team.

• Initial Complaint

  Date:10/26/2022

  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.

  On 9/28/2022 I came across an online advertisement stating they did psychological evaluations for adhd, I looked into the website further to establish validity of claims. According to the information provided everything seemed valid and normal. They boasted a lower price to accompany people in need so I immediately signed up. I got the results back and forwarded them to my psychiatrist and she stated they can't take the results due to lack of validity from the provider listed. I brought the complaint and ADHD online told me I should just use their in home psychiatrist for $200 a visit. That's not affordable and I asked for a refund since the service was rendered useless and invalid. They stated that according to their terms and conditions I'm not allowed a refund and they'd take legal action against me for contacting my bank about the charges. In the terms and conditions it states that they provide a valid service which according to many other people it's not. They've been actively scamming vulnerable folks for years now. I just want my money back and for others to not be treated this way by this fraud of a company.

  Business Response

  Date: 10/10/2023

  Hi *******, we are sorry to hear about the issues you were facing back in 2022. We are unable to issue a refund as the services were rendered the way they were agreed to upon signing up. It is the patient's responsibility to research the services they are signing up for to ensure we are a good fit for them. If you would like to discuss your concerns in greater detail, we'd be happy to speak with you. Please send us an email or give us a call at ************ M-F 9a-5p EST **** care!

• Initial Complaint

  Date:10/18/2022

  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 reached out to the company multiple times in regards to a refund that I believe that I am entitled to as I did not receive any help from their doctors. I was originally told that they do not offer any refunds for the assessment once a diagnosis is given. This is the entire reason I feel that I am entitled to a refund as I was never actually given a diagnosis. I was only told that further evaluation was needed and that I needed to pay even more money to then speak directly with the doctors. I understand that if a diagnosis is given that I am no longer due a refund as I was given something in return for my payment. In this case though, I paid a $150 to literally be told nothing... I have since reached back out to customer service only to have them simply close my tickets and ignore me.

  Business Response

  Date: 10/11/2023

  We apologize for any frustration you may have experienced, and we appreciate the opportunity to address your concerns. We understand how important it is for our patients to have a positive experience, and we regret that we fell short of your expectations. Your feedback is important to us, and it provides us with an opportunity to improve our overall patient experience.