Complaints

This profile includes complaints for LifeMD, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LifeMD, Inc.

  236 5th Ave Ste 400 New York, NY 10001-7606

  
• 

  LifeMD, Inc.

  7453 Empire Dr. Suite 200 Florence, KY 41042-2943

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:12/08/2023

  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.

  I consulted a membership 12/4/23. Requested a cancellation on 12/4/23 and was told I was cancelled AND refunded on 12/5/23. Credit card and membership still active and now company is not responding to my messages and I am still getting messages that I am ************ also STILL has NOT been refunded.

  Business Response

  Date: 12/26/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, *****************************, enrolled in a ******************** subscription telehealth program on December 4, 2023. Later that same day, ************** requested a refund and cancellation of her membership. 

  ************** indicates she sent multiple messages seeking to follow up on her account status. We do apologize for any frustration. However, our records show that **************** account was canceled and she issued a full refund on December 6, 2023.

  Considering this subscription cancellation and refund, we consider this complaint to be resolved. 
  
  LifeMD
  

  
  

• Initial Complaint

  Date:12/06/2023

  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.

  On 11/13/2023 I paid for a monthly subscription for $129. I met with a telehealth nurse on 11/27/2023 and paid an additional $120.75 for a semiglutide prescription. I was told it would arrive via mail in a week. I never received the product and have been tryin to contact the company every day since 12/3/2023, both by phone and messaging through the app. No one answers. Messages have been left and my call has been left unreturned. I want a full refund for the subscription and prescription as I did not receive the product our services agreed to.

  Business Response

  Date: 12/26/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, *********************************, enrolled in a LifeMD subscription telehealth program on November 13, 2023 and paid $129 for the service. *** ********* thereafter met virtually with an affiliated provider and was prescribed medication, which she paid for separately at a price of $120.75. 

  After careful review of *** ********** case history, it was determined that the prescription did not reach the pharmacy and therefore the order was delayed. Further, LifeMD acknowledges *** ********** frustrations with her customer experience, in which she encountered difficulties with receiving prompt responses to her follow *****************. We do apologize for the delay. 

  Because of the order delay and acknowledgement of her frustration with her customer experience, *** ********** subscription was canceled and she was issued a full refund on December 6, 2023.

  Considering this subscription cancellation and full refund, we consider this complaint to be resolved. 

  LifeMD
  

  
  

• Initial Complaint

  Date:12/04/2023

  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 signed up for a ONE month trial for $70. I was then charged an additional $120 and when you try and call, or email, or use social media to reach them they will just terminate your call, or delete your message online. I have called three times and each time they say they are taking your phone number and calling you back, but they never call back. My first call was 6.5 hours ago and no response. I tried emailing like the website indicates to and that was also kicked back. I tried leaving comments on social media ********* and instagram) and they just deleted my message. They have stolen $120 without my authorization.

  Business Response

  Date: 12/28/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, *************************, ordered a prescription drug product from LifeMD on November 2, 2023. During enrollment, *** ************* affirmatively agreed to enroll in a recurring subscription program at a 35% discounted cost of $78 for the first months prescription.  

  When making this order, ****************** affirmatively agreed to enrollment in a subscription program, which would result in another order being placed, at the full price of $120, on December 2, 2023. 

  ****************** indicates she made multiple attempts seeking to cancel her account. However, our records show that *** ******** account was canceled on December 4, 2023, at her request, and she was refunded $120 on December 5, 2023. We do apologize for any frustrations regarding communication issues. However, once a customers subscription is canceled, their account is deactivated and the customer is no longer able to communicate with LifeMD staff or providers through the patient portal.  

  Considering this subscription cancellation and refund, we consider this complaint to be resolved.
  
  LifeMD
  

  
  

• Initial Complaint

  Date:12/01/2023

  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 signed up for LifeMD and have reviewed the availability for generic drug access that I am not comfortable pursuing. I've had no doctor ******** and am just 10 days from signing up. I have been charged $367 and want to cancel/refund since not engaging in first services in initial 30 days as policy says refund available. I have only been able to stop future auto renews (additional $367 charge in upcoming six month date.) I do not want to continue membership as of immediately.

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:12/01/2023

  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.

  I was a cash patient. I specifically went to LifeMD because the VA doesn't cover Samiglutide by any name or brand. During the Dr. ****** the **. mentioned that they are not contracted with the VA or any government insurer, so they couldn't treat me. I explained that I would be paying cash, and I did pay cash. The doctor said she wasn't sure, but she thought that they had gotten some clarification and that I could be treated as an uninsured person, which I was willing to do. After the visit, I was approved. Went and got my labs done. The medication was ordered. The next day, I got a letter from a CNA stating they couldn't treat me because I have VA benefits. This is either a scam where they both charge you for the treatment AND bill insurance or benefits, or it is deliberately discriminatory against those of us that receive benefits. I'm a veteran who served my country honorably. I make enough money to pay for this treatment. I should be treated like any other human being with a medical problem and the financial ability to address it. Nobody has been able to give me an acceptable reason for refusing me service.

  Business Response

  Date: 12/25/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, *************************, enrolled in a ******************** subscription telehealth program. Thereafter, the LifeMD affiliated clinician assigned to **************** learned that she is a ****************************** (VHA) program beneficiary. 

  Unfortunately, due to complex rules and regulations surrounding government healthcare programs, LifeMD is currently not accepting beneficiaries of such programs.  Indeed, certain federal health benefit programs require the submission of an insurance claim (regardless of whether the patient wishes to pay cash) for services which may be covered by those programs. 

  In an abundance of caution and to avoid potentially violating any federal benefit program rules LifeMD has chosen not to treat patients who are members of federal health benefit programs at this time.  

  The customer has been refunded in full and we apologize for any inconvenience.  

  LifeMD
  

  
  

  Customer Answer

  Date: 12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   

   LifeMD failed to provide the full legal explanation and citation as to why they cannot treat someone as a cash patient when they receive VA benefits. 

   

  If there is no legal explanation, the customer should state so.  I am left to assume the company is possibly double dipping from its patients by collecting funds from patients and then submitting claims to insurance for the same services/products, and denying VA beneficiaries because they cannot do that with us. 

  Absent that explanation, I would presume this is active and intentional discrimination. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ********** ********* ******* *********
  ***** ***************************** ************************************* ***** **** *** ** ***** **** ** ******** ********* ****** ********* * ******** *** *********************************************
  *** *******************************
  

  
  
  

  Greetings,

  
  

  The BBB recently assisted me with complaint #******** against LifeMD. This complaint was closed favorably; however, the company is not living up to the promises made.  Please see the attached email from LifeMD when I asked about rejoining the plan.  My next step will likely be a complaint to the New ****************** to report potential fraud. 

  
  

  I would like to reopen this complaint, if possible. 

  
  

  Thank you, 

  
  

  *************************

  
  ********** ********* ******* *********
  ***** *******************************
  ***** **** *** ** ***** **** **
  ******** *** ************
  *** *************************************
  
  
  ** *******
  
  *** *** ***** ********* ********** ********** ** *** *** ***** *** ** ******** ** ********** 
  
  ** **** ****** **** ** * **** ** ************ ** ***** **** * **** ***** ** *** **** ****** ***** **** * **** ** ***
  
  *** *****************************
  ***** ***********************************
  ***** *** *** **** ** ***** ** ***
  ******** ************
  
  ****** 
  
  *** * ****** ******* **** ***** *** ******* ******* ** * **************** ***** **** ******** **** ** *********  *** * ******* **** ******* ******* **** ** ************* **** ********** **** **** ***** *** ********  *** **** ** ****** **** ** ******* *** ** *** **** ***** **** ** **** * *** ****** ** ***** *****  ** **** ********* 
  
  ***** **** 
  
  ******* 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/19/2024

  *** ******, a beneficiary of *********************************** benefits, signed up for the LIfeMD service, in late 2023.  At that time, in an abundance of caution, LifeMD was not treating beneficiaries of any government healthcare programs while it investigated certain mandatory claim submission requirements.  In the intervening months, LifeMD has determined that VHA benefits should not prevent a LifeMD patient from choosing to self-pay for LifeMD clinical services and programs.  Accordingly, we apologize to *** ****** for any inconvenience and advise that she is now eligible to sign up for LifeMD services, with the caveat that a clinician must confirm her eligibility for the treatment in question. 

• Initial Complaint

  Date:12/01/2023

  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 went online 11/23/2023 and thought I was purchasing a product. The website displayed a few options, and I chose to purchase one product which was $129.00. Then it proceeded to provide more information like my driver's license and healthcare benefits. Then I chose a time to meet with a provider. After I did all this, I later realized I actually purchased a membership and not a product. I logged into my portal to cancel my membership immediately. I have tried to contact them email and phone call about a refund and how the website was misleading. I went to the BBB on this company, and it seems others have found the same issue that I have. I just want a refund and not post bad rating on them even though I feel they are robbing people with their website sign-off process.

  Business Response

  Date: 12/22/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, *******************************, enrolled in a ******************** subscription telehealth program on November 23, 2023. Although the terms of the program expressly state that medication cost is not included in the subscription fee, ****************** indicates that she was under the impression that the cost of medication would be included in the program.   
  
  Because the customer was under the mistaken belief that medication cost was included, her subscription was canceled and a full refund issued to her on December 1, 2023. 

  Considering this subscription cancellation and refund, we consider this complaint to be resolved. 
  

  
  LifeMD
  

  
  

• Initial Complaint

  Date:11/30/2023

  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.

  The billing department is unreachable when looking into fully canceling the service or requesting a refund for services not used. I initially signed up on 10/29 for a $129 per month subscription. I canceled the service within 24 hours. I then received a notification that a doctor's *********** had been scheduled for me per the subscription (I did not schedule) and I promptly called to insure my service was canceled and I did not have an *********** pending. No one answered and I was given the call-back option that I'd receive someone calling me in 24 hours. No one called. I received a notification that the doctor was waiting for me at the unapproved *********** time despite trying to cancel. Upon receiving a follow-up from the doctor I asked how to cancel and refund the service and they said the only way to do that is to call the 800-numbers. I have called the billing number twice more since then and each time I'm put on hold until the call cancels saying there will be a call back. I have not received a single call back to ensure my service is canceled, my money is being refunded, and that I won't be billed again. Absolutely terrible customer service and I believe this is a scam business.

  Business Response

  Date: 12/22/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, ***********************, enrolled in a ******************** subscription telehealth program on October 29, 2023, after which he was scheduled for his first telehealth appointment, which he did not attend. In his November 30, 2023 complaint, ******************** indicates that he contacted LifeMD multiple times in an effort to get a refund. We apologize for any frustration.

  *** ********* subscription was canceled and he was issued a full refund on December 1, 2023. 

  Considering this subscription cancellation and refund, we consider this complaint to be resolved. 

  
  LifeMD

  
  

• Initial Complaint

  Date:11/30/2023

  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.

  Date of transaction 11/27/2023 for the cost of the discounted membership for Cyber Monday was on sale for $78 for the tier that I bought. After purchasing the membership a few hours later it seemed confusing to me the membership level, so I read about it and it just felt like a scam, so I decided to cancel my membership. It processed the cancellation, but still left me as a "free" member, but didn't mention anything about my refund, that's when I messaged the care team. I've attached screenshots of this.

  Business Response

  Date: 12/22/2023

  Re: BBB Case #********

  Dear Sir or Madam:

  We write in response to the above-referenced complaint.

  The customer, *************************, enrolled in a ******************** subscription telehealth program on November 27, 2023 and requested cancellation of her subscription and a refund that same day.  
  *** ******** subscription was canceled and a full refund issued to her on November 30, 2023.

  Considering this subscription cancellation and refund, we consider this complaint to be resolved. 
  

  
  LifeMD
  

  
  

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service 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 paid $387 for a 6 month membership essentially promising access to weight loss medications. After I purchased membership and began inputting my health information, I realized I will not qualify for such medications due to family history of medical conditions (such as ********* ******* ******). I emailed company 5 times about this asking for refund of membership since I will not be receiving what I paid for and have yet to receive a response. It has been weeks.

  Customer Answer

  Date: 12/02/2023

  Better Business Bureau:
  
  Business did not contact me in regards to complaint ID ********.  However I have been provided a refund and find that this resolution is satisfactory to me and the matter has been resolved.
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair 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 was misled by advertisement to lose weight by getting 3 months of Ozempic. I was supposed to talk to their Dr through Lifemd and found out once I talk to someone that it was a subscription services not the medication. I respectfully request a refund only like 7 business days from purchase. I have called several times and after you wait it will say they will call you back and hangs up. I have emailed and sent messages through there portal and got no confirmation of cancelation. I disputed the charge through my credit card. Please help. See documents.

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************