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:02/03/2025

  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.

  Before signing up for this subscription I called and inquired about the subscription policy because I was interested in the 6 month membership for the discounted rate. The only reason I was wanting a subscription is to try the weight loss medication. The representative I spoke to insured me that if the medication did not work for whatever reason I would be able to receive a refund after the prorated amount of the subscription I used. I used half the subscription and the medication did not work out for me due to severe side effects. I then called to receive a refund they told me they were only going to refund a particular amount as a courtesy, but would not refund the entire amount of the remaining three months that will not be used. When asked if they recorded phone calls The representative said yes, and that she would launch an investigation into my previous phone call and get back to me. I do not foresee happening.

  Business Response

  Date: 02/19/2025

  Re: BBB Case #******** 

  Dear *** or Madam: 

  We write in response to the above-referenced complaint. 

  The customer, ********* ******, enrolled in a six-month subscription telehealth program on October 27, 2024, at the introductory price of $387, 50% off the full price of $774. 

  Thereafter, on November 4, 2024, *** ****** met virtually with a LifeMD affiliated provider and was prescribed medication, which was paid for separately at a cost of $129.

  On November 9, 2024 *** ****** contacted her LifeMD affiliated ********** provider about side effects that she was experiencing. *** ****** was advised on how to reduce the side effects and suggested next steps should those symptoms not improve. On November 16, 2025, *** ****** contacted her LifeMD affiliated provider about the side effects worsening. She and the provider discussed stopping the medication and restarting it at a lower dose once the side effects had subsided. During this time there was no mention of *** ****** subscription being paused or cancelled. 

  On November 30, 2024, *** ****** submitted a refill request for the medication, along with payment. The medication refill was delivered to *** ****** on December 4, 2024. 

  On January 30, 2025, *** ****** contacted LifeMD to request cancellation of her account, as well as a refund, as she was encountering side effects with the medication prescribed.

  LifeMD completed a full review of *** ****** account and was able to determine she had utilized one month of services out of the 6 months she enrolled in. As a result of this LifeMD provided a partial refund of $149 to the payment method we have on file for her. With further review of *** ****** account an additional $50 refund was processed on February 18, 2025. Please allow 5-7 business days for this to reflect. Depending on her banking institution the funds may be readily available sooner. 

  Given the total refund of $199 being provided and cancellation of her subscription, we consider this complaint resolved. 

  LifeMD
  

  
  

  Customer Answer

  Date: 02/22/2025

  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:01/31/2025

  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 November 21, 2024 I wanted to purchase GLP medication from LifeMD. I shortly realized the cost of $447.00 that was charged to my flex spending card was for the subscription only and not for the medication so that same day I called to cancel the subscription and was told I could get a 100% reimbursement. Its now January 29, 2025 and they still have NOT refunded my card. I have called consistently about every week and Im always told a different reason as to why its not been done or they will check into the problem and call me back but never do. I even had a customer service *** give me her direct line which Ive called with no luck. Her name is ********* at **************. Any help is much appreciated. Their website also states they give a 100% refund. It shouldnt take 10 weeks. Thank you

  Business Response

  Date: 02/17/2025

  Re: BBB Case #********
  
  Dear *** or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ******** *******, enrolled in a ******************** subscription telehealth program on November 21, 2024. The subscription terms, to which *** ******* affirmatively consented, specifically stated that medication costs are not included in the program subscription fees. 
  
  On November 21, 2024, *** ******* contacted LifeMD and requested a refund and cancellation of her subscription as 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 she was issued a full refund in the amount of $447, on November 21, 2024.  
  
  Furthermore we understand there was a discrepancy with the patient receiving her refund to the payment method we have on file for her.
  
  As February 12, 2024, a full refund of $447 was processed. We kindly ask *** ******* to allow 5-7 business days for this to reflect. Depending on her banking institution the funds may be readily available sooner.
  
  Given the full refund and cancellation, we consider this complaint resolved.
  
  LifeMD

• Initial Complaint

  Date:01/29/2025

  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 December 2024, I talked with a medical provider through *******. I had been prescribed a weight loss medication which was $300. I was also charged for the appointment and another $75. I sent a message later to the provider asking about the $75 and she explained that it was a monthly fee for using Life MD. I accepted that. I was charged today Jan 26th for ANOTHER $149 dollars for something that I was not told I would be paying for. The provider nor the website said Id be paying that amount monthly for relating a patient. I have reached out for a refund and havent heard back. This is stealing from clients. Not having a clear payment policy or being upfront to patients who are looking for help is a lack of honesty and integrity. I want to be refunded for the $149 that I did NOT agree to.

  Business Response

  Date: 02/11/2025

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

  Dear *** or Madam:

  We write in response to the above-referenced complaint.

  The customer, ******** ******, enrolled in a ******************** month to month subscription telehealth program on December 26, 2024,at a 50% discounted cost of $75 for her first month, to be rebilled at the full cost of $149 per month. The subscription terms, to which *** ****** affirmatively consented, specifically stated that medication costs are not included in the program subscription fees. At the time of her enrollment, *** ****** affirmatively consented to enrollment in a recurring subscription telehealth program, which would result in renewals each month.

  Thereafter, on December 28, 2024, *** ****** met virtually with a LifeMD affiliated provider and was prescribed medication, which was paid for separately at a cost of $300. On December 30, 2024, the medication was shipped and delivered the following day. 

  On January 26, 2025, *** ******* monthly telehealth subscription automatically renewed, and  she was charged the full price of $149 for the month. Later that same day, *** ****** contacted LifeMD and requested a refund and cancellation of her subscription. 

  On January 27, 2024, *** ******* subscription was canceled and she was issued a refund in the amount of $149.   

  Given the refund and cancellation, we consider this complaint resolved.

  LifeMD
  

  
  

• Initial Complaint

  Date:01/27/2025

  Type:Delivery 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 ordered and received a product from LifeMD online in September 2024. I ordered once, and had no need for more. On January 16 I was notified of a shipment from LifeMD. On January 17th I contacted LifeMD support to let them know I did not order this and for them to contact ***** to return the package and not deliver. I heard nothing. On January 18 I received the package and did not open it - it still remains in original shipping material. I contacted LifeMD and explained that I did not order and did not want this product. I was told they do not make single sales online only subscriptions. That was not my understanding nor intention. They offered a partial refund of 20% stating they do not offer refunds. I am expecting a full refund - this is at BEST a misleading company.

  Business Response

  Date: 02/10/2025

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

  Dear *** or Madam:

  We write in response to the above-referenced complaint.

  On September 15, 2024, the customer, *** ********, ordered a four-month supply of a prescription medication from LifeMD following authorization from an affiliated medical provider. At the time of his purchase, *** ******** affirmatively consented to enrollment in a recurring subscription program, which would result in renewals every four months. The subscription terms, to which *** ******** affirmatively consented, specifically stated that  prescription products are non-refundable and non-returnable. 

  On January 16, 2025 *** ********* prescription renewed for the next four-months and the medication order automatically rebilled and shipped the same day. On January 18, 2024 the medication refill was delivered. 

  On January 22, 2025, *** ******** contacted LifeMD and requested a refund and cancellation of his subscription. 

  Our records show that on January 22, 2025 *** ********* account was successfully cancelled a full refund issued in the amount of $360 on January 22. 2025. 

  Given the refund and cancellation, we consider this complaint resolved.  

  LifeMD
  

  
  

• Initial Complaint

  Date:01/22/2025

  Type:Delivery 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.

  To Whom It May Concern,This letter constitutes a formal complaint against Life MD regarding a series of unsatisfactory experiences with their services. * Missing Orders: I have placed multiple orders with Life MD, and on several occasions, the products I ordered never arrived. Despite numerous attempts to contact customer support to inquire about the status of these missing orders, my inquiries have been met with either no response or vague assurances that the order is "processing." * Excessive Charges: I have also experienced instances of being charged for products that were never received. These unauthorized charges have resulted in significant financial losses for me. * Lack of Customer Support: When attempting to resolve these issues, I have encountered significant difficulties in reaching customer support. Phone calls often go unanswered, emails are left unresponded to, and online chat support is either unavailable or provides no meaningful assistance. * Suspicious Practices: The combination of missing orders, unauthorized charges, and the complete lack of customer support raises serious concerns about the legitimacy of Life MD's business practices. These experiences strongly suggest a potential scam operation.I demand a full investigation into these issues and the following: * Immediate refund for all missing orders and unauthorized charges. * A comprehensive review of Life MD's order fulfillment and customer support processes. * Improved communication and transparency regarding order status. * A commitment to providing timely and effective customer support.I expect a prompt and satisfactory resolution to these issues. If my concerns are not addressed within [ timeframe, e.g., 15 business days], I will be forced to explore all available legal options, including filing a complaint with the relevant consumer protection agencies.

  Business Response

  Date: 02/07/2025

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

  Dear *** or Madam:

  We write in response to the above-referenced complaint.

  The customer, ***** ******, enrolled in a ******************** subscription telehealth program on November 1, 2024, at a cost of $129 per month.

  Thereafter, on November 3, 2024, *** ****** met virtually with a LifeMD affiliated provider and was prescribed medication, which would be paid for separately from the monthly subscription fee. On November 3, 2024, *** ****** was charged $129 for the medication, which was delivered to her on November 6, 2024.

  On Nov.26th, 2024, *** ****** completed a medication renewal form, which is required for prescription refills. Thereafter, on November 26, 2024 *** ******* payment on file was charged $170 for the medication refill.  The increase in medication cost was due to an increase in dosage of the prescribed medication. On December 12, 2024, the medication refill was delivered to *** **************** December 1, 2024, *** ****** was charged $129 the monthly subscription fee, and she attended an appointment with her provider that same day.

  On December 18, 2024, *** ****** completed a medication renewal form, which is required for prescription refills. Thereafter, on December 19, 2024 *** ******* payment on file was charged $170 for the medication refill. Later that same day, *** ****** contacted LifeMD inquiring why she was being sent more medication. *** ****** was informed that she completed the medication refill questionnaire which triggers a refill for the medication. *** ****** informed the LifeMD representative that she did not wish to receive any more medication until January. However, the medication had already been processed and shipped from the pharmacy on December 19, 2024 and delivered the next day. 

  Unfortunately, the medication order was delivered to a common mail room and went missing.  A replacement order for the medication was shipped on December 23, 2024 and delivered to the mailroom on December 30, 2024, and also went missing. A second replacement order was shipped on January 6, 2024 and delivered on January 7, 2025. That package was not picked up by *** ****** and was returned to the pharmacy on January 13, 2025. On January 17, 2025, a third replacement order was shipped and delivered and signed for by *** ****** on January 23, 2025.      

  Given the above clarification and successful delivery of the medication, we consider this complaint to be resolved.

  LifeMD
  

  
  

• Initial Complaint

  Date:01/17/2025

  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.

  I enrolled with life MD in May 2024 I paid for their membership and had one consultation upon starting. Without any warning, any emails letting me know they were about to do this, they tried to charge my card $774. My card declined due to not having the funds and I went into LifeMD account to cancel my membership at that time. The app said I would be downgraded to a free plan as of early January (Jan 1 or Jan 3, i believe). Now that payment was forced through, the app states that I'll be downgraded to a free plan as of June 28, 2025. I have no faith that my account won't be charged at that time as well. Any membership that is about to renew they usually let you know via email text mail call - they have all of this information - so they can warn the consumer of an upcoming charge and this company didnt. Because my account showed as being downgraded to a free plan, I assumed all recurring charges would stop. However, they then charged $774 to my account, causing my account to be overdrawn.I am requesting a full refund since they failed to notify me prior to charges and still charged me after I had cancelled services.

  Business Response

  Date: 01/28/2025

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

  Dear *** or Madam:

  We write in response to the above-referenced complaint.

  The customer, ******* ********, enrolled in a 6 month LifeMD subscription telehealth program on May 2, 2024. On October 28, 2024, LifeMD sent an email notification 5 days prior to *** ********* renewal of her subscription taking place that the subscription price of $774 would be deducted from the payment we had on file for her.

  On October 29, 2024, our records show that *** ******** placed her account on hold for 60 days via the LifeMD portal. The payment of $774 that *** ******** has mentioned in her complaint did not fully process until January 15, 2025, once the 60 day hold was completed.

  As of January 22, 2025, *** ********* subscription with LifeMD was fully cancelled, along with a full refund of $774 being processed.

  *** ******** will no longer have any further charges occurring from LifeMD. We kindly ask *** ******** to allow 5-7 business days for this reflect in her bank account. Depending on her banking institution, the funds may be available sooner.

  Given the explanation of the email notification that was sent, cancellation of her subscription and full refund of $774, we consider this complaint resolved.

  LifeMD

• Initial Complaint

  Date:01/14/2025

  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.

  Hi, I inquired with LifeMD and paid for a blood test in July 2024. When consulted with the nurse about my result, I was informed that I was not qualified for the drug. I did not assume that I would be charged $387 per month and not received any medication to support them monthly charge since July 11th, 2024. I am requesting a refund of $774 for 2 auto draft out of my account because I never received any medication.

  Business Response

  Date: 01/22/2025

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

  Dear *** or Madam:

  We write in response to the above-referenced complaint.

  The customer, **** ********* enrolled in a 3 month LifeMD subscription telehealth program on July 11, 2023. The subscription terms, to which *** ******** affirmatively consented, specifically stated that medication costs are not included in the program subscription fees. 

  Included in our terms and conditions, LifeMD Products and/or Prescription Medications in connection with an automatically renewing subscription model (Automatic Renewal Product Program), your Payment Method will be charged the applicable amount for the subject LifeMD Products and/or Prescription Medications on a recurring basis for as long as that Automatic Renewal Product Program subscription remains active (the Recurring Product Fees).  

  On December 19, 2024, *** ********* contacted LifeMD and requested a refund and cancellation of her subscription. Per the request, LifeMD cancelled her subscription and processed a full refund of $387.

  Given the refund and cancellation, we consider this complaint resolved.

  LifeMD

  Customer Answer

  Date: 01/28/2025

  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:

  Please see the attached complete statement of all the charges.  There have been 4 charges: January 11, April 11, July 11, and October 11 in 2024.  I was refunded only 1 of these charges on December 19th when I called LifeMD.  I am requesting a refund for $1,161 for the reason that I never received any product or services for the charges. 

   

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

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

  Business Response

  Date: 02/07/2025

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

  Dear *** or Madam:

  We write in response to the above-referenced complaint.

  The customer, **** ********, enrolled in a 3 month LifeMD subscription telehealth program on July 11, 2023, at a cost of $193.50, a 50% discount off the full price of $387. At the time of her enrollment, *** ******** affirmatively consented to enrollment in a recurring subscription program, which would result in renewals every three months. The subscription terms, to which *** ******** affirmatively consented, specifically stated that medication costs are not included in the program subscription fees. 

  Thereafter, *** ********* subscription renewed every three months and her payment method on file was charged the renewal fee of $387, as the 50% introductory price had ended. 

  With an extensive review of *** ********* account, we have no record of a cancellation request via, messaging, SMS or phone calls received from the time of enrollment (July 11, 2023) up until December 19, 2024. On December 19, 2024, *** ******** contacted LifeMD and requested a refund and cancellation of her subscription. During this time, LifeMD cancelled her subscription and processed a full refund of $387 for the October 11, 2024 renewal fee.

  Included in our terms and conditions, LifeMD Products and/or Prescription Medications in connection with an automatically renewing subscription model (Automatic Renewal Product Program), your Payment Method will be charged the applicable amount for the subject LifeMD Products and/or Prescription Medications on a recurring basis for as long as that Automatic Renewal Product Program subscription remains active (the Recurring Product Fees).   Also included within LifeMDs terms and conditions we have the following explaining our cancellation process: Canceling your LifeMD ***************** Program MembershipIf you wish to cancel your LifeMD ***************** Program Membership, you can do so at any time by emailing *********************************** or by logging into your Secure Patient Portal, go to the My account page, then go to Billing & Card, and selecting Cancel/Pause Subscription). For information on eligibility for, and how to request, a refund, please review the Refund Guidelines.  

  Given the refund and cancellation, we consider this complaint resolved.  

  LifeMD
  
  

  
  

  Customer Answer

  Date: 02/14/2025

  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

  Since I cannot receive all of my refund, it would only be fair that I receive the product.  I'm not sure why it would be appropriate to pay for a service or product but never to receive it. 

   

   

   

   

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

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

• Initial Complaint

  Date:01/08/2025

  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.

  Few months ago I downloaded lifeMD application and set up an appointment with one of their doctors to prescribe weight loss shots ! We went through the process and I supposed to be on three months program. I paid in full but I only stayed in program for two months and I quit taking the ********* I see a charge on my credit card for $387 they said its quarterly subscription! No one told me its a renewal thing and quarterly and if they are following up with customers they should have known that I am out of the program fee months ago! But they dont follow up with the patients and just take the money from their accounts.I dont even have the option to control or manage any subscription on the app! I need them to cancel completely my account and full refund for the renewal subscription that Im not aware of and didnt authorise from the beginning.

  Customer Answer

  Date: 01/08/2025

  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:01/02/2025

  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 with LifeMD for a $99 month plan that includes medication. The originally charged $387. I called and the refunded $288. They charged the $99 in November, then on Dec 16th they charged $299. I called and asked to cancel 10 days later once I saw the charge on my account. They said they would cancel my account and refund the charge. I then got an email with only $150 refunded which is way less than what should have been refunded. If they chose to charge for December the prorated amount would have only been $31.93 for the 10 days. They over charged me $200 and didn't even refund that amount. I should be getting back $117.06 more ( the $50 they over charged and the prorated charge of $67.06)

  Business Response

  Date: 01/15/2025

  Re: BBB Case #********
  
  Dear *** or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***** *****, enrolled in a ******************** subscription telehealth program on October 15, 2024. 
  
  *** ***** contacted LifeMD on December 27, 2024 requesting to cancel her medication order along with her subscription. At this time we kindly informed *** ***** that we could not cancel or refund the medication due to it already being processed and delivered.
  
  Therefore, we do show record of *** ***** paying $200 for her monthly subscription fee along with $149 being paid for medication. Since we cannot refund for medication that has already been shipped out to patients, the remaining balance of $150 was refunded to her by LifeMD on December 27, 2024.
  
  Furthermore, *** ***** was also refunded on October 16, 2024 in the amount of $288 for her initial telehealth subscription.
  
  Given the fulfillment of the medication, cancellation of her subscription and partial refund totaling to the amount $438 provided, we consider this complaint resolved.
  
  LifeMD

  Customer Answer

  Date: 01/20/2025

  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:

  The monthly membership cost that was agreed upon was $99 per month that included a compounded version of medication instead of the brand name medication *******. This was set up after learning the initial charge if $387 did not include medication so I called to cancel. LifeMD asked if I would stay on with a plan that was only $99 a month and included medication but would be a compounded version. They refunded $ 288 leaving $99 charged. The following month the correct charge of $99 was charged. December a charge of $299 was charged on 12/16, $200 over the agreed upon amount  I called once I saw the charge on 12/27 and asked to cancel the account again and get a refund. I had not seen a doctor nor refilled a prescription during that time. That was all done under the prior months service. They agreed to refund the charge and close my account but that I might still owe for medication if any was shipped. LifeMD only refunded $150 of the $299 charge, and then they sent a prescription from the pharmacy dated 12/30, AFTER I requested to close my account and then said I owed $149 for it even though the monthly charge PLUS medication monthly charge was only $99.  This was $50 over the agreed upon amount AND they sent the medication AFTER I called to cancel the account.  I do not feel I should have to owe them anything since I did not incur any office visits nor requested any medication to be refilled. They initiated the refill on 12/30 after the account was closed and sent the medication on their own. 

   

   

   

   

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

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

  Business Response

  Date: 01/28/2025

  Re: BBB Case #********
  
  Dear *** or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***** ***** , enrolled in a ******************** subscription telehealth program on October 15, 2024. 
  
  *** ***** contacted LifeMD on December 27, 2024 requesting to cancel her medication order along with her subscription. At this time we kindly informed *** ***** that we could not cancel or refund the medication due to it already being processed and delivered.
  
  Therefore, we do show record of *** ***** paying $200 for her monthly subscription fee along with $149 being paid for medication. Since we cannot refund for medication that has already been shipped out to patients, the remaining balance of $150 was refunded to her by LifeMD on December 27, 2024.
  
  Furthermore, *** ***** was also refunded back on October 16, 2024 in the amount of $288 for her 6 month telehealth subscription.
  
  As of January 24, 2025, *** ***** has been refunded an additional $50. We kindly ask *** ***** to allow 5-7 business days for this to process. The funds may be readily available sooner depending on her banking institution.
  
  Given the fulfillment of the medication, cancellation of her subscription and additional refund processed, we consider this complaint resolved.
  
  LifeMD

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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 enrolled with life MD in May 2024 I paid for their membership and had few consultations. The last consultation I had with them was in September and I didnt renew any prescriptions since then. Without any warning, any emails letting me know they were about to do this, they charged my card $774. Any membership that is about to renew they usually let you know via email text mail call - they have all of this information - so they can warn the consumer of an upcoming charge and this company didnt. I reached out to them and the only thing they reply was that my membership was renewed on December 16. I am requesting a full refund since I not only have not use their service since September but they failed to notify me.

  Customer Answer

  Date: 12/28/2024

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