ComplaintsforHello Alpha, Inc.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like a refund from this company. I paid for a membership that allowed me to have 4 visits per month. I signed up for some weight loss treatment. Dr ********************* gave me a prescription and I had adverse reactions. She then, recommends I try certain meds that are known to cause weight loss. But she also stresses how she can't provide prior authorization for the meds I want outside of her recommendation. She then proceeds to force me to complete two new visits (using up all my visits for the month of February) and sends over prescription for weight loss meds either not covered by insurance or requiring her prior authorization. I am now out of my 4 visits and have to pay out of pocket. I do not have any weight loss medication. I tried to work things out with the business but they do not respond to your phone calls or emails. I want a refund for the $64 because this company did not provide the service promised.

  Business response

  03/19/2024

  Hello!
  
  Thank you for reaching out! Unfortunately, I cannot match the email you provided with a Hello Alpha account. 
  
  We can address your feedback here. Our providers adhere to the standards of evidence-based care to ensure we provide safe and effective care, this includes completing a new visit for any medication changes. 
  
  We also provide resources on our website to help you know what medications are covered by your insurance before purchasing a membership. 
  
  ************************************************************************************************
  
  I see that your visit was reviewed, and your provider was in the process of creating a treatment plan to meet your clinical needs. A visit includes your providers review of your clinical information and medical history plus your messages to discuss recommendations and your preferences.
  
  It is important to keep in mind that, just like at a doctor's ******* completing a visit does not guarantee you will receive a prescription. Our providers create your treatment plan based on their evaluation of your individual needs. It also does not guarantee that you will obtain medication due to external factors such as insurance coverage or stock issues. Review our refund policy for more information.
  
  Thank you!

  Customer response

  03/19/2024

   
  Complaint: 21392422
  
  I am rejecting this response because: I paid $64 to be able to use it for weight loss. I had to use up two of my visits and have no medication. The doctor prescribed medication that she knew wasnt going to be accepted by insurance. This is called fraud because your doctor intentionally prescribed and suggested meds that I couldnt obtain. But the doctor obtain the fee for the service. This warrants a refund or a law suit. 
  
  Sincerely,
  
  *****************************

  Business response

  03/20/2024

  Hello!
  
  Thank you for your continued feedback. 
  
  I have located your account and see that our team has issued a credit to your account.
  
  Because every plan and set of benefits is unique, we do not know your copay, coverage, or whether prior authorization is needed. In order to obtain the most accurate information and expedite the process of obtaining your medication, we encourage you to contact your insurance provider directly prior to confirming your choice. This will allow you to determine if the medication is covered, if a prior authorization will be needed, and what your co-pay will be.
  
  Our team can also assist with a prior authorization request if requested by you. 
  
  Please see the message from our team in your secure patient portal and we can continue communication there. This is to protect your privacy and ensure your care is safe and effective.
  
  Thank you!
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the hello alpha membership in order with being explained that I did not need insurance or if I did have insurance ( which I do ) it would serve as a secondary and help cover the cost of my medications . The membership based on my profile was upgraded to a premium membership . Before the first appointment with a Dr it was. Informed to me that they still needed to use my insurance and it would not help lower the cost of my medicine. I explained I would not benefit from this membership . Before the appointment I would like a refund ** I have insurance .

  Business response

  03/19/2024

  Hello ********,

  A member of our team has messaged you in your secure patient portal. This is to protect your privacy and ensure your care is safe and effective.
  At Alpha, its our mission to provide each patient with high-quality, personalized care, and we assure you that our team will address your concerns.
  We appreciate your patience and understanding.
  
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Was cut off of both visits prematurely and didn't get to complete them and they counted them as visits. It was a mistake I should get my 2 visits back

  Business response

  03/08/2024

  Hello!

  If you havent yet, please message your support team through our secure patient portal. This is to protect your privacy and ensure your care is safe and effective.
  
  At Alpha, its our mission to provide each patient with high-quality, personalized care, and we assure you that our team will address your concerns.
  We appreciate your patience and understanding.
  
  

  Thank you!

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used to use Hello Alpha a couple of years ago before I had insurance. They were great. I just lost my health insurance and contracted a cold that wouldnt go away so I signed up for their medical service, paid the $29 membership fee and signed in for an evaluation. After answering a few questions about my symptoms and medical history, I was given a message stating that I could not be treated through this service for what I needed due to my medical conditions. I was advised to see someone in person. I sent a message through to Alphas customer service to cancel my membership and request a refund of the fee I had paid only minutes ago. I informed them of the reasons why (I wont be able to use the service at any point due to my existing conditions). I got an auto reply back stating that the email address I sent my message to wasnt always monitored (then why give it out at all?) and that I should go through my profile portal. I waited a day or so, didnt hear anything, and messaged again through the portal. I received a reply back basically stating that I paid and agreed to their terms and conditions, which stated no refunds. Which is all true. BUT had I known I couldnt be treated, I would not have signed up. This feels like such a dishonest business practice. There was no pre screening of current conditions prior to me signing up. So I still ended up having to seek medical care elsewhere and now Alpha will not refund me but did let me know that I can use my cancelled membership until the end of the month (only I cant because of my existing conditions and the fact that they wont treat me). This seems highly unethical. How many other people have paid for a service up front, only to be denied that service/product? It seems like a scam to me.

  Business response

  01/24/2024

  Hi *******!
  
  Thank you for sharing your feedback, we take this information seriously as we work to improve our service. 
  We understand that a member of our team has already issued a refund for your membership fee.
  
   If you have any questions or feedback for us, please send us a message through our secure messaging system.
  
  Thank you! 
  
  

  Customer response

  01/25/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying ***** per month and never was able to complete the website. Now trying to cancel. They have no phone number. I sent an email, with no answer. I just want the membership stopped. If you try to go to the cancellation page, it is not available.

  Business response

  12/18/2023

  Hello *****!
  
  Thank you for bringing this to our attention. I am confirming that you do not have an active membership. Although there were attempted charges, none of them were ever processed because the required information needed to be updated.
  
  
  If you have any questions or feedback for us, please send us a message through our secure messaging system or email us at **********************************. 

  Thank you! 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Dates 8.23.2023 - Cancelled Billed again after cancellation on 09.23.2023. This company is mainly for women. Also they have you pay upfront and then you spend an enormous amount of time trying to get a proper diagnosis even though they say they work with your insurance for prior authorizations. They will not refund anything even if you make a mistake and decide its not the service you agreed for (mainly for womens health). Also make sure you remove your credit card cause after you cancel they keep charging. There are waaay better options online for remote chronic care. Buyer beware.

  Business response

  09/27/2023

  Hello!
  
  We are sorry to hear that your experience did not meet your expectations.
  
  Our providers partner with each patient to determine a treatment plan based on their evaluation of your clinical history, current symptoms, and preferences. It is important to keep in mind that, just like at a doctor's ******* completing a visit does not guarantee you will receive a prescription. It also does not guarantee that you will obtain medication due to external factors such as insurance coverage or stock issues.
  
  I see that you continued correspondence with your provider after your cancellation request and were working together on a care plan. Your provider requested specific medical documentation that is needed to proceed with your preferred plan and offered alternatives. Because we have provided care and services, were unable to issue a refund of the membership fee for the month when this visit was completed. We have verified that your membership has been canceled.
  
  Due to a technical issue, your cancellation was not processed as expected on 8/23/23. I am glad to see that you have already connected with a member of our support team, who has ensured the cancellation is processed and issued a refund for the unexpected charge. Please accept our apology for any inconvenience this caused.
  
  If you have any questions or would like to continue care, please send us a message through our secure messaging system. Our team is here to support you. 
  
  Thank you!
  
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used to really like this service but when going back to try and refill my medication, I realized the app was now gone and it is entirely impossible for me to reply back to my provider. They asked that I send in a new picture and when hitting the send button it does absolutely nothing. I tried to start a new message since I was not able to speak to anyone on the phone about this and same thing- message will not send. This is so upsetting considering theyre prices went up but their level of customer service went down.

  Business response

  06/21/2023

  Hi *****,
  
  Thank you for sharing your feedback, we take this information seriously as we work to improve our service. 
  
  Our team is aware of the issue sending messages that you described. This technical issue was resolved within a brief period of time. We are truly sorry for the interruption this caused in your experience. 
  
  Its our mission to provide high-quality care, and Alpha works best on a web browser. Our app is unavailable as we take some time to ensure the app is a helpful experience for all Alpha patients.
  
  You can continue to access your account and all ********************** services on a web browser by visiting HelloAlpha.com. No need to download or update an app!
  We are glad to see you have been able to connect with your provider. Please reach out to us through your secure patient portal if you have questions or need assistance.
  
  Were here to support you and make sure you get the care thats right for you. Thanks for choosing Alpha!

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I dealt with Alpha Medical just fine for 2 months from October, 2022 until December, 2022. But things went sour after they increased their prices starting January 1, 2023 knowing full well the popularity of ******* and the national shortage. I made it clear that I was only interested in Ozempic, the others aren't covered by my insurance and I wasn't paying out of pocket. They took my money and promised delivery of the drug, only to turn around and not send it after they realized their pharmacy was out. No other pharmacy has it and they're aware of this. I simply want my $50 back or the drug. I will not allow Alpha Medical to be unethical and profit as a result of their misdeeds. I canceled my membership with them as a result, which ***** because prior to their greed and poor customer service I enjoyed using them but will now have to find assistance elsewhere.

  Business response

  04/10/2023

  Hi *******,
  
  Thank you for bringing this to our attention. Your membership fee gives you access to a dedicated licensed healthcare provider who carefully reviews your information, and a care team to support you. Hello Alpha is a virtual care platform, not a pharmacy. Your membership fee is for our clinical services, which means a dedicated, licensed healthcare provider will always consider your health condition, preferences, and evidence-based clinical guidelines before recommending a course of treatment or writing a prescription. Membership fees do not guarantee a prescription, and do not guarantee medication is available on your preferred timeline. 
  
  To help our patients access treatment as seamlessly as possible, we work with third-party mail order pharmacy partners who are appropriately licensed and authorized to deliver prescription medication by mail. Unfortunately, there are times that pharmacies are impacted by nation-wide shortages, that we do not have control over.
  
  Our records show that your provider and care team have offered you assistance with transferring your prescription. Because our services were provided to you, were unable to issue you a refund in this case. We invite you to message us if we can be of further assistance. 
  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction 3/3/23 for ******* on my credit card I was charged for weight loss medication and led to believe it was being shipped at the time it was charged. Some 10 days later I received notice it was out of stock. This is after I have been given the run around by them about so many other things that I was getting upset. They had me joining other sites and services I didnt need. They had me drive to local labs that were not prepared for my appointment and unnecessary. They gave me the run around but never provided weight loss medication but billed me.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for hello alpha ***** last night and when I went to login to my account it says my account was deactivated. I am so sick of these scam websites! Hello alpha will steal from you and should be shut down!

  Business response

  04/10/2023

  Hi *******, thank you for bringing this to our attention. A member of our team has reached out and resolved this issue with your account, and offered you a credit. We appreciate your support, and thank you for choosing Hello Alpha.

*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. ↩