ComplaintsforHello Alpha, Inc.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid a membership for prescription service. This company says they respond to all requests in 24 hours. I requested on 6/22022 that they update my prescriptions to be from an ******** doctor as my insurance will not cover out of state doctor prescription. Alpha only sent a new prescription with no refills. I attempted to get a refill as my original prescription had 4 refills but learned that Alpha did not complete my original request. I submitted a new request on 08/30/2022 and it has been 48 hours with no response. I called the business and left a voicemail with no response from the business. My medicine is life saving emergency medication. This is unacceptable that a business can not be contacted directly or respond to customers in a timely manner.

  Business response

  09/12/2022

  Hi *****,
  
  Our care team has reached out to you in your Alpha patient dashboard regarding the issue(s) you have described.
  
  Please do not hesitate to message us if you have any additional questions or concerns.

  Customer response

  09/13/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They responded in app saying it my fault because I have ********* That their service is not compatible with my insurance. While this is true for their prescription delivery service, it is not true of the membership. No where does it state I will not get member benefits if I use ********* I use the membership for prescriptions that are sent to my pharmacy. There was never an issue get my prescriptions prior. But after an incident several months ago where I requested my prescriptions be written by an ******** physician, they have repeatedly dropped the ball with my care. I have had to message them more than 8 times to get my prescription written by an ******** doctor. Something that I had already went through prior to this incident. They have not taken responsibility and have instead opted to blame me and go as far as insinuating that I am not intelligent enough to understand how my membership works. They are human trash and need to be dealt with.

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/09/12) */ Hi *****, Our care team has reached out to you in your Alpha patient dashboard regarding the issue(s) you have described. Please do not hesitate to message us if you have any additional questions or concerns. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They responded in app saying it my fault because I have********** That their service is not compatible with my insurance. While this is true for their prescription delivery service, it is not true of the membership. No where does it state I will not get member benefits if I use ********* I use the membership for prescriptions that are sent to my pharmacy. There was never an issue get my prescriptions prior. But after an incident several months ago where I requested my prescriptions be written by an ******** physician, they have repeatedly dropped the ball with my care. I have had to message them more than 8 times to get my prescription written by an ******** doctor. Something that I had already went through prior to this incident. They have not taken responsibility and have instead opted to blame me and go as far as insinuating that I am not intelligent enough to understand how my membership works. They are human trash and need to be dealt with.

  Business response

  04/28/2023

  Thank you for bringing this to our attention. We apologize for the delay in response as werent receiving BBB complaints, but have since resolved this communication issue. Last year, we experienced an unprecedented high demand for our services, which caused a temporary delay. Urgent care issues were not impacted by this. Please know that our platform is not meant for emergency services, which we state clearly for patients. We are sorry to hear about your experience. Wherever possible, we notify patients that we are not enrolled in government health insurance programs. Our records show that we have issued you a prorated amount for your medical visit with **. We hope that you are in good health, and we welcome you back for any future care. 
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First this company doesn't contact you and they do stuff without your permission as well. Not cool at all. I want a refund because it says it takes all kind of insurances... but they don't. which they don't take all kind of insurances- which is misleading and false advertisement and two it says someone will contact me... no one did. Also I want my money back because one they didn't contact me or anything they just processed stuff without my consent.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/23) */ We sincerely apologize for any delay in communication. We discuss information about accepted insurances on our website - https://help.helloalpha.com/hc/en-us/articles/360033960114-What-insurances-do-you-accept-. We will follow up with you further on your patient dashboard, please look for a message from support shortly. Thank you!

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Alpha Medical charged me **** for an Inhaler I never ordered..would not issue a refund due to already being shipped.. I have canceled all my subscriptions and keep getting charged **** for Birth control and another ****** I cannot get a response or a refund.. FRAUD

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/06/02) */ Hi ******, Thank you for reaching out. Our sincerest apologies for the frustrations that this has caused. We have responded to your concerns over in your messaging portal at this time, please feel free to review our response and let us know if you have any questions. Thank you!

• Initial Complaint

  04/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As of ********* I sought out the services of Alpha Medical in order to receive services for weight loss. On ******** I began chatting with my allocated physician. At this point, the medication I was being prescribed was not covered under my insurance per Alpha Medical and according to my insurance (Blue Shield CA), Alpha Medical did not make an attempt to run a claim past my insurance for this medication. According to Alpha Medical, you are supposed to approve the copay amount if your medication is NOT covered by insurance. The first medication I was prescribed was not, so, I denied the copay amount and requested a different medication that was covered under my insurance plan after speaking with my insurance company. At this point, I requested Alpha Medical to change my pharmacy as this is where my medication would be covered. Once again, this request was overlooked and they continued to fill the medication through their pharmacy and did not run a claim through my insurance. As of 04/18/22, there is no claim filed with my insurance company and I was charged the copay amount for the medication ($*******). I was not given the opportunity to approve this copay amount per their policies and my bank account was charged in this full amount without my authorization. In order to resolve this issue prior to any escalation, I contacted their customer support phone number and was continuously circled back to their main menu option without a choice to leave a voicemail to return my phone call. At this point, I moved to message my customer support team in two different departments to ensure the medication was NOT shipped and I would be refunded the amount charged, and that I would not be further charged for any services. I also removed my payment method from the website to ensure further security. I completed these steps on 04/18/22 and I have not had a response from their team, which guarantees a 24-hour response. This is completely unacceptable!

  Business response

  06/08/2022

  Business Response /* (1000, 8, 2022/05/20) */ Hi *********, Our sincerest apologies for the frustration that this issue has caused; please note that you were refunded in the amount of $******** on 04/19/22 to your original payment method. Please know that it is never our intention to disappoint our patients, as we always try our best to maintain transparency in our communications. Please feel free to reach out to us with any questions or concerns by sending us a message in your patient messaging portal: https://app.helloalpha.com/messages or by calling us at (*************.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company took my money and then did not actually review my medical case before telling me to get help else where and that there was nothing that they could do for me. After I complained to their customer service department and asked for a refund since they did not provide a service to me, they refused. I told them I would be pursuing legal action due to their blatant disregard of my case, and then suddenly their Chief Medical Officer tries to get me to let her prescribe me some medication. I feel as though they tried to bribe me with medication after refusing to help me originally. They refused to refund my money when I told them I do not trust the competency of their providers after they say nothing will help me then they try to give medication once they were confronted. They also implied that I threatened to sue them in order to get cough syrup. I never asked for a cough syrup. I asked them to prescribe me an antibiotic for a bacterial infection, and when they told me that I didn't have a bacterial infection because they did not review the case, I went to another company to get a second opinion. The other company did confirm I had a bacterial infection, and they prescribed me an antibiotic and the cough suppressant benzonatate. I let Alpha Medical know that I had already received quality care where they failed me, and that I had a confirmation that I had a bacterial infection and was prescribed those medicines. They then implied that I was threatening legal action in order to receive codeine cough syrup. I never once asked or even implied I wanted any cough syrup from them or any other doctor. I only asked for a refund and they treated me like I was a drug seeker over a request for an antibiotic. The fact that they said they couldn't treat me and then tried to backtrack once they were confronted is concerning. They are taking advantage of vulnerable sick people by taking their money regardless of whether or not they provide an actual service to their patients.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Amount paid: *** Date: 1/26/22 Website:***************( alpha medical) Services advertised: covid antiviral pills They did not conduct a virtual appointment, only a questionnaire. They could not see how " sick I was " they only assumed I was not " at risk " based on my answers. Their ad makes you believe that they can help get the covid pills, but after you pay the consult fee, they tell you it's only reserved for " high risk " patients. And do not give you a script. The ad did not state, the medication was for " at risk " patients only. I tried to resolve the issue by requesting a refund, but they refused. I believe they are taking advantage of scared covid patients, by making them believe they can get the new covid pills.

  Business response

  03/04/2022

  Business Response /* (1000, 14, 2022/03/04) */ Hi *****, We're sorry for the experience you had with our platform. Alpha is an asynchronous telemedicine platform, which means that our providers do not communicate with patients in real-time, but through our HIPAA-secure patient messaging platform. A visit with an Alpha Provider involves answering questions about your medical condition online, followed by an appropriate treatment plan. We apologize if this was not clear. When you submit your medical information, an Alpha Provider is carefully considering the best treatment plan that is available and appropriate for your health condition. This is true even when an Alpha Provider cannot provide a prescription, which is why our $30 visit is non-refundable. We try our best to show the care and consideration from our providers virtually, but it can be challenging through asynchronous telemedicine. We understand that testing positive for COVID-19 is a difficult and anxious experience for many patients. Learning that we're unable to prescribe you with an antiviral medication after your visit is not the ideal experience. Thank you for bringing this to our attention. Unfortunately, the challenges in the manufacture and supply of antiviral medications that have been approved for COVID-19 treatment are beyond our control. The FDA's EUA (Emergency Use Authorization) for PAXLOVID states that it is approved for individuals at high-risk of severe COVID-19, which we include on our treatment page******************************************************************************************************************************************************* on our website. We also include a list of conditions that place an individual at high risk of severe COVID-19. Due to the supply shortages and investigational nature of this medication, our providers must adhere to the FDA's EUA terms, which we list on our website in multiple sections. We're proud to offer our service as a resource for any patients with COVID-19 who may be eligible for prescription antiviral treatments. We currently do not (and have not) run any advertising that we have antiviral medications available for all COVID-19 patients, as there are more nuances in how this medication can be prescribed. We apologize again for any unclear communication, and appreciate your feedback on where we can improve. It is never our intention to disappoint patients. We hope that you find a healthcare solution that fits your needs, and wish you the best. Consumer Response /* (3000, 16, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) My mother died from covid, they refused to give her monoclonal antibodies because they determined she was " not that severe disease " and that was after she was admitted to hospital. You determined I was " not that severe" after a simple questioning. If the medicine is as scarce as they claim, then your business should not accept payment for a covid visit, unless that medication is prescribed. Plus, a face to face visit should be conducted thru web cam to actually see how sick a patient really is.. your website works, for colds and herpes medication, but to take 30 bucks from sick covid patients, knowing your more than likely not going to prescribe any meds. Is nothing but a farce! Especially from poor vulnerable patients such as myself, who lost a loved one to this horrific disease. Side note unrelated to your control, I have a hard time believing that pharmacies nation wide are stockpiled with narcotics, but they can't mass produce a simple antiviral to help anyone and everyone. It's all a sham, and companies like this are bottom feeders sucking 30 dollars from the sick and unsuspecting. If this message finds the general public, avoid this and any similar website from covid related care. You go to a Dr when your sick to get medication. That's what you pay for. You don't pay a Dr when your sick, to get denied medication.. if I'm not getting a refund, then I must sincerely ask this company to halt all covid related care,until the antivirals are available to everyone.

  Business response

  03/04/2022

  Hi *****,
  We're sorry for the experience you had with our platform. Alpha is an asynchronous telemedicine platform, which means that our providers do not communicate with patients in real-time, but through our HIPAA-secure patient messaging platform. A visit with an Alpha Provider involves answering questions about your medical condition online, followed by an appropriate treatment plan. We apologize if this was not clear. When you submit your medical information, an Alpha Provider is carefully considering the best treatment plan that is available and appropriate for your health condition. This is true even when an Alpha Provider cannot provide a prescription, which is why our $30 visit is non-refundable. We try our best to show the care and consideration from our providers virtually, but it can be challenging through asynchronous telemedicine.
  
  We understand that testing positive for COVID-19 is a difficult and anxious experience for many patients. Learning that we're unable to prescribe you with an antiviral medication after your visit is not the ideal experience. Thank you for bringing this to our attention.
  
  Unfortunately, the challenges in the manufacture and supply of antiviral medications that have been approved for COVID-19 treatment are beyond our control. The ***** EUA (Emergency Use Authorization) for PAXLOVID states that it is approved for individuals at high-risk of severe COVID-19, which we include on our treatment page (*****************************************************) and FAQ page (******************************************************************************************************) on our website. We also include a list of conditions that place an individual at high risk of severe COVID-19. Due to the supply shortages and investigational nature of this medication, our providers must adhere to the ***** EUA terms, which we list on our website in multiple sections.
  
  We're proud to offer our service as a resource for any patients with COVID-19 who may be eligible for prescription antiviral treatments. We currently do not (and have not) run any advertising that we have antiviral medications available for all COVID-19 patients, as there are more nuances in how this medication can be prescribed.
  
  We apologize again for any unclear communication, and appreciate your feedback on where we can improve. It is never our intention to disappoint patients. We hope that you find a healthcare solution that fits your needs, and wish you the best.
  

  Customer response

  03/10/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My mother died from covid, they refused to give her monoclonal antibodies because they determined she was " not that severe disease " and that was after she was admitted to hospital. You determined I was " not that severe" after a simple questioning. If the medicine is as scarce as they claim, then your business should not accept payment for a covid visit, unless that medication is prescribed. Plus, a face to face visit should be conducted thru web cam to actually see how sick a patient really is.. your website works, for colds and herpes medication, but to take 30 bucks from sick covid patients, knowing your more than likely not going to prescribe any meds. Is nothing but a farce! Especially from poor vulnerable patients such as myself, who lost a loved one to this horrific disease. Side note unrelated to your control, I have a hard time believing that pharmacies nation wide are stockpiled with narcotics, but they can't mass produce a simple antiviral to help anyone and everyone. It's all a sham, and companies like this are bottom feeders sucking 30 dollars from the sick and unsuspecting. If this message finds the general public, avoid this and any similar website from covid related care. You go to a Dr when your sick to get medication. That's what you pay for. You don't pay a Dr when your sick, to get denied medication.. if I'm not getting a refund, then I must sincerely ask this company to halt all covid related care,until the antivirals are available to everyone.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a registered member of Alpha Medical. I signed up to purchase Latisse in August 2021 for a cost of $110. In October I received an email from the company staring the name brand was out of stock. I agreed to switch to the generic brand, however I am still being charged the same amount $110. The company states the name brand is the same cost as the generic. However, I have researched the cost and it is well below half the price. I believe the company is scamming me and its other customers. I am requesting a refund for the difference and a change to the overall future billing for this product.

  Business response

  12/13/2021

  Thank you. We have reached out to the interested party and have resolved the case.

  Customer response

  12/20/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company did NOT resolve my complaint. I was charged the same amount for the brand name formula as I was charged for the generic form. I would like the company to provide proof that the pharmacy they used charged them the same amount for the generic as the brand name.

  Customer response

  12/21/2021

  ***Document Attached***
  I have attached email correspondence between myself and an Aloha Medical representative from today, 12/21. Per the message from Alpha Medical, their website provides pricing information on the generic form of Latisse. However, as you can see in the screenshot attached, the website only provides the brand name pricing and does not mention anything regarding the generic form. I believe the company is scamming its customers and would like to see the pricing transparency on their website as well as a refund for the pricing difference. I should not have to pay full price for a generic prescription.
  See Attachment/File: 6F5C2EF0-AA80-4214-BCC9-8260414A789F

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2021/12/13) */ Thank you. We have reached out to the interested party and have resolved the case. Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company did NOT resolve my complaint. I was charged the same amount for the brand name formula as I was charged for the generic form. I would like the company to provide proof that the pharmacy they used charged them the same amount for the generic as the brand name. Consumer Response /* (-5, 8, 2021/12/21) */ ***Document Attached*** I have attached email correspondence between myself and an Aloha Medical representative from today, 12/21. Per the message from Alpha Medical, their website provides pricing information on the generic form of Latisse. However, as you can see in the screenshot attached, the website only provides the brand name pricing and does not mention anything regarding the generic form. I believe the company is scamming its customers and would like to see the pricing transparency on their website as well as a refund for the pricing difference. I should not have to pay full price for a generic prescription.

  Business response

  04/28/2023

  Thank you for bringing this to our attention. Our records show that a full refund was issued to you for on 9/29/21 for this medication.
  
  Prices for medication vary across pharmacies, based on factors like availability and other benefits. With our mail-order partner pharmacy, the cost of any shipping is included with the price of medication. We have a licensed, mail-order partner pharmacy that ensures medication is properly stored, safely shipped, and an authentic product. We do our best to offer our patients a fair price whenever possible when it comes to medications that are not covered by insurance. Patients may always choose to have a prescription fulfilled by a pharmacy of their choice. 
  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Alpha for a prescription in Oct 2021. I submitted all my information including insurance and paid their "Consultant fee". They didn't respond for almost a week! Then they said my insurance was canceled and I needed to pay "cash price". I have insurance through a major top 5 ** company. I confirmed my insurance was still good (same plan for 2yrs now). I again re-sent Alpha the info. They still claimed my insurance wasn't active and said I can either pay cash or transfer to another pharmacy. I asked to transfer the script to my insurance mail order pharmacy (which confirmed my coverage). Magically Alpha decided I now had coverage but need a prior authorization for the medication. They submit only half the information needed, wait weeks to message me and say my insurance denied the medication. I call, insurance says No its approved but we need a few more things to finish the approval and we requested that 10 days ago. Again Alpha suggests I pay "Cash Price"....it's a $**** a month medication! My insurance brings that to $40/mo....WHY would I pay cash??? Their phone number is just a voicemail I've called repeatedly. No one returns calls. I've sent them multiple messages to resolve this but they just send generic responses. After no help, no prescription and multiple lies...I want the original fees I paid to this company back!

  Business response

  04/28/2023

  Thank you for bringing this to our attention. We apologize for this delayed response as we were not receiving BBB complaints at the time this complaint was submitted. We understand that a member of our team has issued a refund for your medical visit fee. Your prescription was transferred to another pharmacy as well. If you have any questions or feedback for **, please send ** a message through our secure messaging system or email ** at **********************************. 
  
  

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They took my money then cancelled my prescriptions and refuse to give me my money back. I did not cancel anything myself.

  Business response

  08/18/2022

  Business Response /* (1000, 10, 2021/09/08) */ Contact Name and Title: *********************** Contact Phone: ************** Contact Email: ********************** Thank you for your feedback. Our patients are of the utmost importance to us.We have responded to this complaint in our patient dashboard. Please review our refund policy below to provide clarity on this matter. *************************************************************************************- As always we thank you for choosing Alpha!

• Initial Complaint

  07/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for this service on 7/27. There was a *** fee to have my paperwork looked over by a health care professional to see if i was eligible for medication. VERY shortly after, I told them I needed to cancel because my insurance didn't cover and they not only processed my **** but then didn't give me ANY options and won't respond to messages regarding my refund for services I will not be using. I'm extremely unhappy with their customer service and how they can take money so quickly but not provide the service I paid for.

  Business response

  08/11/2021

  Contact Name and Title: Alpha ************ Team
  Contact Phone: **************
  Contact Email: **********************************
  Thank you for your feedback. Our patients are of the utmost importance to **.We have responded to this complaint in our patient dashboard. Please review our refund policy below to provide clarity on this matter.
  ************************************************************************************************** As always we thank you for choosing Alpha!

  Customer response

  08/12/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They say the $30 fee is non-refundable, but if I didn't get what I signed up for, it shouldn't matter. This company has the absolutely worst customer service. They were quick to take my money, but did NOT do what I paid for. Unreal.

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2021/08/11) */ Contact Name and Title: *********************** Contact Phone: (415) 663-5584 Contact Email:*********************** Thank you for your feedback. Our patients are of the utmost importance to us.We have responded to this complaint in our patient dashboard. Please review our refund policy below to provide clarity on this matter. ************************************************************************************** As always we thank you for choosing Alpha! Consumer Response /* (3000, 7, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They say the $30 fee is non-refundable, but if I didn't get what I signed up for, it shouldn't matter. This company has the absolutely worst customer service. They were quick to take my money, but did NOT do what I paid for. Unreal.

  Business response

  04/28/2023

  Thank you for bringing this to our attention. We apologize for our delayed response as we werent receiving BBB complaints, and have since resolved this communication issue. The $30 visit fee covers the careful, professional review of a patients health information and a treatment plan. It may or may not include a prescription for medication. The visit fee does not guarantee a specific prescription, but our providers do their best to work with you to find what treatment options fit your preferences and would be appropriate for you. 
  Our records show ************** had reached out to you with additional options for treatment. Because we have provided care and services, were unable to issue a refund for that particular visit. However, your membership had been cancelled. We'd be happy to provide you with care in the future. We thank you for your understanding.

*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. ↩