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:11/15/2023

  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.

  The company has failed to provide resolution or service to my inquiry.I signed up for their medical service, but in over three weeks they have failed to check my insurance, or provide any care. I have reached out over 10 times.

  Business Response

  Date: 12/08/2023

  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 22, 2023. On October 31, 2023 ************** had an appointment with an affiliated medical provider and we began the process of verifying his insurance eligibility.  ************** was advised the insurance verification process could take up to 10 business days. As of November 14, 2023, LifeMD had not received any updates on **************** insurance eligibility inquiry. 

  **************** subscription was canceled and he was issued a full refund on November 15, 2023.

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

  
  LifeMD
  

  
  

• Initial Complaint

  Date:11/13/2023

  Type:Order 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.

  Company is refusing to provide a refund, despite my eligibility for a refund under their terms and conditions

  Customer Answer

  Date: 11/13/2023

  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:11/10/2023

  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 ordered 6 bottle of Ramelteon 8 mg from LifeMD. After receiving 1 bottle I tried the medication and had a bad response, so decided not to get the remaining 5 bottles (unshipped) and requested a refund for these bottles. I sent many requests with a response that they didn't refund shipped orders which is fine but I requested a refund for the remaining 5. Now I get no response and have had my account blocked on their site. All I want is a refund for what I didn't receive and apparently they won't even respond to me.

  Customer Answer

  Date: 11/19/2023

  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:11/10/2023

  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 signed up for LifeMD on 11/2/2023 and paid the $387. I called the next day to cancel my membership. Today is 11/8/23 and I've called numerous times. Each time I get put on hold for ***** minutes, then get sent to a nurse or someone that can't help me. I'm told **************** must be busy and to call back later.I checked the LifeMD Refund Guidelines and noticed it was updated today. Instead of having 30 days to cancel, now a request needs to be submitted before the initial appointment which for me is 3 days away. There is no option to cancel this appointment or contact my provider.I'm just trying to get my refund before LifeMD has an excuse not to give me one. You can see the Refund Guidelines at:*****************************************************************************

  Business Response

  Date: 12/04/2023

  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 2, 2023. On November 3, 2023, ************ called requesting to cancel her subscription and seeking a refund.  Because the customers request was received before her first appointment, her subscription has been canceled and she was issued a full refund on November 9, 2023.

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

   

  LifeMD

  
  

• Initial Complaint

  Date:11/10/2023

  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.

  I signed up for LifeMD online on 10.16.23 and initiated the 6 mo program under the understanding that the $387 fee included the prescription costs. I had my 5 min medical appt on 10.25.23 and explained that I was currently on Semaglutide and due to changes with my current in person clinic opted for lifeMD and needed to get back on schedule with my medication. The person on the phone told me the process would be expedited in my case and wed have our next follow up in 3 weeks. Fast forward to 5 days later 10.30.23) and my prescription for semagjutide is still pending nothing has processed or shipped. I message and call LifeMD at this point and am told that the medication take ***** days from appointment date to ship. It is at this point I cancel my membership and request a refund - the product has not shipped. I am told they cannot cancel the order even though it hasnt shipped but that they will escalate this for me since I never would have agreed to the prescription had the accurate timeline been shared with me. At this point - -11.9.23 - I have called LifeMD 5 times with no resolution, the last 3 times I have been told no one is available to take my call and that I will get a call back - which never comes. I have also messaged multiple times in the app with no reply. At this point, I still have not received the prescription but have been charged another $120 for it and continue to get notifications in the app asking me if I received the medication, to which I reply no and still there is no follow up. I am not sure what else to do at this point and feel completely misled by LifeMD - not only does the membership not include the subscription cost, they charged me for the subscription after telling me they would first verify with my insurance if it was covered - on top of misleading me about the processing time and also telling me that the order was too late to be cancelled. I can see in other complaints on BBB that it was prior to shipping.

  Business Response

  Date: 12/04/2023

  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 16, 2023. The subscription terms, to which ************** affirmatively consented, specifically stated that medication costs are not included in the program fees. ************** thereafter met virtually with a LifeMD affiliated telehealth provider and received a prescription for a medication which she paid for separately.

  FedEx tracking shows the shipment of medication was delivered on October 31, 2023.

  In her complaint, ************** alleges that LifeMD did not respond to her messages. However, our internal review of **************** case history shows that a LifeMD representative contacted her on November 4, 2023 to confirm receipt of her medication. ************** responded that she had not received her shipment of medication and requested cancellation of her membership and a refund. The customers account was canceled and her subscription telehealth membership fees were refunded on November 10, 2023. As a courtesy, she was also refunded for her medication, which shipping records indicate was delivered, but the customer indicates she never received. 

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

  
  LifeMD
  

  
  

  Customer Answer

  Date: 12/05/2023

  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:

  I did not consent to a subscription or prescription with LifeMD - I requested that the provider first verify with my insurance if the prescription was covered, LifeMD informed me they would do this check. Instead of doing this - LifeMD charged me for the prescription. After multiple attempts to cancel this prescription - LiifeMD claims it was delivered on 10.31.23. There is no signature or proof of this nor did I receive the shipment itself. However, to go back to my original point - this shipment was never approved by me. I requested that LifeMD contact my insurance before providing to me and that never occurred. LifeMD has since deleted ALL of my messages in my dashboard. They have ONLY replied to me via BBB - I have also sent them at least 3 emails with no response in addition to the phone calls I have made. They did reverse the monthly subscription fee - however, they are still trying to charge me for a product I 1) never approved 2) never received.m

  i have included screenshots of my emails (with no reply from LifeMD) as well as my cell phone invoice from Oct/Nov showing that I only had 1 call 11.4.23 and it was a call I made - not an incoming call. So LifeMD is lying about that as well. They have never once reached back out to me - except for here on BBB.

  LifeMD comes across as a reputable service, they have an easy use website and  mobile app - however, they do not follow through and have dishonest and manipulative business practices. Be incredibly wary when dealing with them. 

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

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

  Business Response

  Date: 04/02/2024

  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 16, 2023. The subscription terms, to which ************** affirmatively consented, specifically stated that she agreed to enrollment in a subscription program and that medication costs are not included in the program fees. ************** thereafter met virtually with a LifeMD affiliated telehealth provider and received a prescription for a medication which she paid for separately.

  FedEx tracking shows the shipment of medication was delivered on October 31, 2023.

  In her complaint, ************** alleges that LifeMD did not respond to her messages. However, our internal review of **************** case history shows that a LifeMD representative contacted her on November 4, 2023 to confirm receipt of her medication. ************** responded that she had not received her shipment of medication and requested cancellation of her membership and a refund. The customers account was canceled and her subscription telehealth membership fees were refunded on November 10, 2023. As a courtesy, on December 4, 2023, she was also refunded for her medication, which shipping records indicate was delivered, but the customer indicates she never received. 

  On December 17, 2023, ************** supplemented her original complaint stating that she had not received the refund for the medication.  However, our records show that ************** was issued a refund of $120.75 on December 4, 2023.  Please see the attached screenshot as evidence of this refund.

  Furthermore, in her supplemented complaint, ************** alleges that the prescription was not approved by her.  We respectfully disagree. As evidenced by the attached screenshot, ************** contacted LifeMD on October 30, 2023 inquiring as to when her prescription would be shipped. 

  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 full refund, we consider this complaint to be resolved.    
  
  LifeMD
  
  

   

   

• Initial Complaint

  Date:11/09/2023

  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 signed up for LifeMD on October 26 and my credit card was immediately charged $387.00. Shortly after signing up I decided to go through my primary care provider for care instead of through LifeMD, so cancelled my account on October 29th. I've had no appointments with anyone from LifeMD and have not received any goods or services from them. I've followed up with 3 phone calls, each time being told my message was relayed and someone would call me back regarding a refund. No one has called me. I have also reached out via messaging on the LifeMD app and also via email. No one responded to the email; one of my messages was responded to referring me to the phone number. I'm looking to have the $387 credited back to my credit card.

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  Regarding complaint ID ********, LifeMD has contacted me and the matter should now be resolved.

  LifeMD messaged me through ******** Messenger and told me that my subscription has been cancelled and refunded.  Image attached. 

  The credit hasn't yet come through but should expect it will in a few days.  
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/09/2023

  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.

  On Nov 9, 2023, I paid $400 for the 6-month subscription, which I learned immediately after did NOT include the medication due to the misleading language on the website. I immediately called the number on the website (within minutes of placing the order). I was instead transferred to an after-hours nurse line that was not affiliated with LifeMD, who advised me to 'keep calling back to try actually to reach someone at LifeMD' and that they would 'send a note to LifeMD that I wanted to cancel.' I canceled via the website but have not been refunded, which is the resolution I am seeking - I know a refund is possible within 24 hours, and I believe LifeMD is willfully trying to ignore my calls and requesters for refunds, which again, I am owed.

  Business Response

  Date: 12/15/2023

  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 9, 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 November 9, 2023. 

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

  LifeMD
  

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  On 10/31/2023, I received an advertisement for a med-spa treatment from LifeMD. I reviewed the content and understood the program to cost $387.00 that would include membership with ******* ***** medication/treatment. An appointment was scheduled with a physician which told me the initial treatment, ongoing treatment and medication would cost a lot more. At that time, I informed the physician I was mislead regarding cost of the program and medication. The physician was very aggressive stating the benefits of program and worked to get me to stay on phone. I told I wanted to cancel and requested a refund. At that time, she told me I would have to contact customer care through the online portal. I sent message request through the portal requesting refund. I also called ************ to request refund. For 5 days now, I have called at least once a day and everytime have been told the **** Im calling is not open or available. Or their calls are being transferred for some reason. I have left my name and number 4 different times with no return call. I have also sent another written message but no response. No one has contacted me.

  Business Response

  Date: 12/02/2023

  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 and requested to cancel her account following her initial consult on October 31, 2023.

  Although the terms of the program expressly state that medication cost is not included in the subscription fee, **************************** indicates 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 in the program, her subscription was canceled and a full refund was issued on November 10, 2023.

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

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  On Oct 25th, 2023, I signed up with Life MD to get Semaglutide for 6 months at 1/2 the cost at $387 with consultation with health care provider. I was mislead as this was for a weight management membership that will be build every 6 mo. I also had to pay $78 for the time with provider that will be build every 3 mo. I agreed. I had a visit with a provider that evening who did not seem happy and seemed more concerned about the current events in ***********. I was also told that i needed to see if my insurance would cover the cost. This made no sense as I already paid the $387. I have been waiting for 2 wks with no update or answer. I called this morning 11/8/23 for refund and was told i could not get a refund because i seen a provider and that my insurance was running information. This is when i was told that the 387 was for a 6 mo membership and did not include the medicine. She then said she could give me med at reduced cost. I said no. I want money back. She said she could only give $261. There is nothing updated in app or an email to confirm my partial refund. I called back and no one knew what i was talking about. This is ridiculous. I want my money back. Do no trust Life MD. I want refunded. This is a scam.

  Business Response

  Date: 12/02/2023

  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 25, 2023 for the cost of $387.00. Thereafter, ************** met virtually with an affiliated provider, at which time she was asked to provide her insurance information so that LifeMD could verify her eligibility for coverage of the cost of the medication.  

  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, having already met virtually with an affiliated healthcare provider, she was issued a partial refund of $261.00 on November 8, 2023.

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

  LifeMD
  

  
  

• Initial Complaint

  Date:11/08/2023

  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 paid them 140. For them to tell me I needed a prescription for a doctor. I think they are scammers for ozempic medication

  Business Response

  Date: 12/01/2023

  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 12, 2023. **************** met with an affiliated medical provider on October 23, 2023.  During her appointment, **************** was asked to upload her insurance information in order to verify if her insurance would cover her medication costs. ****************** insurance information, however, was never uploaded to her patient portal.   

  Following receipt of this complaint, ****************** subscription was canceled and she was issued a full refund on November 16, 2023.

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

  
  LifeMD
  

  
  

  Customer Answer

  Date: 12/05/2023

  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,
  
  *************************