ComplaintsforLemonaid Health

• Initial Complaint

  03/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I downloaded this app on Saturday and they didnt have an appointment available for me until Tuesday. Even after I signed up, it was not made clear to me at all, how much I would be paying for my appointment, or even my membership. I also was not aware that I was signing up for a membership. I didnt put the appointment in my calendar because I assumed that it would be listed in the app and I would be getting an email confirmation. I could not find my appointment anywhere in the app and I did not receive an email confirmation, so I missed my appointment and they charged me $50. When I asked for a refund all I got was an email saying that they would not be working with me. Im fine with that but I need my refund. When I googled how much it would cost some results came up saying that it would be a $25 appointment Missed appointment charges are 50% of the appointment rate and they charged me double. When I asked about my refund, they disregarded everything that I had said, and only stated that I had agreed to their policy. By checking a box that I had to check in order to get an appointment that I desperately needed to treat my UTI.

  

  Business response

  04/04/2024

  Hi *********,

  
  Thanks for reaching out. It sounds like you signed up for Lemonaid ************ Complete, a service related to Lemonaid Health but with care and member support provided by SteadyMDs providers and medical assistants.

  
  We were able to confirm that you were sent an appointment confirmation email describing the details and scheduled time for your appointment. Missed appointment fees are also outlined in the New Patient Agreement which you agreed to upon signing up for Lemonaid ************ Complete. We have reviewed the messages between you and our team at ********, and confirmed they did determine you were not a good fit for the service after you threatened a medical assistant and used profanity in conversation with them.

  
  Ive made an exception to the New Patient Agreement terms to which you agreed, and refunded your missed appointment fee. You may direct any further questions or concerns to the ******** team, but we must insist you treat their staff with respect.

  
  Regards,
  The Lemonaid Health Team
  

  
  

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged $95 without getting the prescription. I did not know that it was set up on auto renew and didn't receive any notice of the 2nd payment. I only received notice when the payment was declined. I reached out to the company and attached the emails saying I should have known and there's no way to get a refund and they would research the prescription not being received but I haven't heard anything back about the prescription. I haven't utilized the counseling services since the first day. I would like a refund of the $95. I also provided the tracking info which shows delivered but again I never received it

  

  Business response

  12/20/2023

  Thanks for reaching out, we apologize for any frustration. Weve reviewed the information associated with your inquiry. 

  
  On October 9th following your consultation with a member of the Lemonaid Medical Team, we sent you a message confirming you had signed up for a membership service, and that we would bill your card on file per the billing frequency you selected. A pharmacist also reached out to you three weeks after your initial visit date to check-in on any questions you might have. Although we attempted to both call you and send you a message on October 30th, we were unable to reach you.

  
  Following your requests on November 18th, our Patient Support Team canceled your monthly membership on November 18th. Although we made the terms clear during your initial phone call visit and in subsequent follow-up messages, we have made an exception on your behalf and refunded your monthly membership fee paid on November 17th. 

  
  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************).

  
  Best regards,
  The Lemonaid Health Team

  
  

  Customer response

  12/21/2023

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

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I reached out for help for my depression on 07/07/23. I was out of state visiting family so this seemed like a good way to get medicine for a month. I tried the medication and it wasnt a good fit for me. I didnt reach out to the prescribing doctor to tell them I was discontinuing the medication because I didnt think it mattered. No one reached out to me to follow up since my initial appointment which you would think would be required before issuing a refill. When checking my bank account tonight I saw a charge for $95 billed on 08/07/23. When I signed up and paid there was no indication I would be billed on a monthly basis. Prior to being charged I didnt get any message or call that I was to be billed again. Im not even in NY state anymore! I cant even cancel the membership without speaking to someone from the company first which is wrong in itself. I have not received one email or secure message from this company that states I signed up for a monthly subscription service or that I would be billed again the following month. Without a follow up message from my provider or from patient support how can they charge me in good faith?! I would be happy if I was refunded for the month of August since I am not using their service and havent since my initial appointment on 07/07/23. Its disgusting how a company would take advantage of people with mental health issues like this. I never would have authorized a refill if anyone had contacted me from this company. I am beyond upset that I got charged for another month for a service and medication I do not use. This company is unethical and predatory.

  

  Business response

  08/15/2023

  Thanks for reaching and we apologize for any frustration. Weve reviewed the information associated with your inquiry. 

  On July 7th following your consultation with a member of the Lemonaid Medical Team, we sent you a message confirming you had signed up for a membership service, and that we would bill your card on file per the billing frequency you selected. A pharmacist also reached out to you three weeks after your initial visit date to check-in on any questions you might have. Although we both attempted to call you and sent a message on July 27th, we were unable to reach you. Following your requests for a refund on August 10th, our Patient Support Team refunded your monthly membership fee on August 11th. 

  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************).

  Best regards,
  The Lemonaid Health Team

  
  

  Customer response

  08/16/2023

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I got on line with Lemonaid Health(23andMe) and filled out forms and talked to Dr about a prescription. When we were finished with the process, they said I was signed up monthly for refills and charges. I gave them this response in a message. ....... Ok, thank you for your careful analysis and prescription. I do not want monthly refills! If you insist on that, I want to cancel everything. If you send me monthly refills, I will report you to the BBB. I do not want endless reminders regarding refills. I will reach out to you when I'm ready. If you don't, I will **** you and move onto the next company. Please notify marketing. They have deleted my responses and ignored my request. I have copies of all correspondence.

  

  Business response

  05/16/2023

  Thanks for reaching out and Im sorry for the frustration. Ive reviewed your chart and wanted to share more information. At the time a prescription is sent, we also send a secure message explaining how auto-delivery works and that it can be paused, changed, or canceled at any time, as well as the exact pricing of both the discounted first fill and price of all subsequent fills. We do our best to respond to patients as quickly as we can, though it looks like we weren't able to reply to you within the 3 hour window between your cancellation request and filing a BBB complaint.

  I can confirm that on May 9th we successfully canceled your auto-fills, and on May 10th we canceled your original prescription shipment and refunded your $30 paid for that canceled prescription shipment. 

  We have convenient secure messaging from within your account that you can use to contact ** at any time. You can also contact ** via telephone *************), and our patient support team is here 7 days a week to assist you with your questions. 

  Best regards,

  The Lemonaid Health Team

  
  

  Customer response

  05/17/2023

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

• Initial Complaint

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted Lemonaid Health for a Rx for hydroquinone for dark spots that I have used in the past. I am told there is the option to fill a rx locally so you are able to use insurance and not pay $135 for a months worth of product. I pay the $25 fee to be seen and request the Rx be sent to my local pharmacy and would only like a Rx for hydroquinone and not a compound which includes tretinoin and a steroid. I am then told the only way I can use their service is to take the compound from their mail in service for $135. I asked for clarification saying I did not want the compound, I only wanted the hydroquinone and it is fine they could not fill it from their mail in service as I wanted to use my local pharmacy anyway and then I was told they will not send a prescription to my local pharmacy where I am able to use my insurance and they only thing they fill is a compound which had to include a steroid and tretinoin. Their website specifically states prescriptions can be sent to local pharmacies and you are not required to use their mail in service, yet, I was denied the ability to use my own pharmacy and furthermore, they are trying to force unnecessary meds that shouldn't be used long term or when not needed.

  

  Business response

  02/22/2023

  Thanks for reaching out and Im sorry for the frustration. Ive reviewed your chart and wanted to share more information.  Specific to our ****************** we only offer compounded prescriptions which *********** through our partner pharmacy that customizes each order.  I know this is different from our other services, and we do try to be clear on the service page how everything works.

  
  I can see we responded to your secured messages in your Lemonaid account and also tried to call you and explain that the specific prescription you were requesting is not available through our service.  

  
  I apologize that we werent able to reach you by phone and discuss it further.  I verified that your visit was canceled as requested, and there was no charge to you for this visit.  
  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************).

• Initial Complaint

  12/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I set up an online visit for a reocurring sinus infection that i get every single year around the same time. I have used Lemonaid Health 2 other times and each time the Doctor would listen to my symptoms and then call me in a prescription to my local pharmacy for antibiotics. Well this time I waited to see a Nurse Practitioner, I explained to her that I have had really bad allergies for the past 2 months or so, and that within the past few DAYS I have started getting worse and it was starting to drain and i could feel some tightness in my chest. And alot of pressure in my face. Well she proceeded to tell me that since i was having pressure in my chest for the past few months that she thought that I needed to be seen by a Dr in person. Which is Not what I said.I said that I had bad allergies the past couple of months and the symptoms had just gotten worse within the past few DAYS. So I paid them $49.00 and had to go see another Doctor who ended up prescribing me an antibiotic for a sinus infection. Which I had to drag my ********* out to do. And when I tried to reach out to Lemonaid Health to see if I could get reimbursed at least for my troubles, they did not respond and just ignored it. So I feel like I got scammed. And the Nurse practitiiner did not even listen to me, I just feel like they were trying to rush, did not listen to me.

  

  Business response

  12/15/2022

  Hi ********,

  
  Thanks for reaching out and were happy to help. Our records show that your most recent visit was scheduled as a different type of visit. Note, Sinus Infection visits work differently than ************ visits. 
  ************ visits can cover multiple issues, the $49 visit fee is for the consultation and is listed as non-refundable on the website. Since we operate from an abundance of caution and safety, its important to have someone who could complete a physical exam to confirm the severity of the symptoms. 

  
  Our records show that we do not have any calls or messages from you after the visit in question, and our team would be glad to review your refund request once you reach out to us. 

  
  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************). 
  

  Best regards,
  The Lemonaid Health Team

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered medication to try it to see my reaction. There is no indication of joining a monthly subscription or prescription plan. Nor is there any way to cancel the subscription. This is a very predatory way to do transactions on a website. There should be clear indications of past history and future charges that you will incur.

  

  Business response

  12/16/2022

  Thanks for reaching and we apologize for any frustrations. Weve reviewed the information associated with your inquiry. At the time a prescription is sent, we also send a secure message explaining how auto-delivery works and that it can be paused, changed, or canceled at any time, as well as the exact pricing of both the discounted first fill and price of all subsequent fills.  The pricing and auto-delivery is also listed on the checkout page prior to payment for full disclosure.  

  
  Before we send a patient their first auto-refill, we also send a message a few days ahead of time to ask and allow for any changes. We have fulfilled your stop auto-shipping and refund requests at this time.

  While we dont have a specific cancellation function online, we have convenient secure messaging from within your account that you can use to contact us at any time. You can also contact us via telephone *************), and our patient support team is here 7 days a week to assist you with your questions.

  Best regards,

  The Lemonaid Health Team

  
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well I subscribed to Lemonade Health because it advertised to be affordable. However the first charge was supposed to be ***** but they charged me ***** and then they claimed the app was being rebuilt so I no longer had the option to message through the app. The first couple of appointments my psychiatrist was late and was rude. Then they charged me ***** for the next subscription and never gave me a permanent professional. I would like to cancel my membership since I cant get in touch with them and find a more affordable option for my mental health care. I am not happy with the services at all: I want a refund of my money due to not being happy with the service.

  

  Business response

  10/11/2022

  Thank you for reaching out; please accept my apologies for the delayed response. Ive reviewed your chart, and confirmed you were charged $25 for your first month of your Depression & Anxiety membership on September 11, 2022. As requested, *** fully refunded this $25 charge back to you. Please allow **** business days for this to be fully reflected within your account dependent on your financial institution. *** also confirmed that no other charges were ever billed. 

  
  While our App was recently retired, all patients still have full access to their accounts by logging in through any web browser. I can verify that we received your request to cancel your Depression & Anxiety membership on 10/3/22; it was canceled and confirmed through your account on the same day.
  Please accept my apology if the doctor completing your visit was more than 15 minutes late to your appointment. We do strive to stay within this timeframe for all appointments and value your time.

  
  If you have any questions or concerns, please feel free to call us at **************.
  

  
  

• Initial Complaint

  06/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was charged $30 for a prescription every month. After the first month I was unknowingly charged double what I agreed to and they withdrew it automatically. Later I found out this has occurred for 4 months. I contacted the company explained that I was never informed of the price doubling or that funds was automatically being withdrawn. I asked for a partial refund that would be the original price I believed it to be $30 a month not $60. The total asked refunded is $120 . I also request my payment info be removed and informed them I don't want the prescription. In response they did nothing. Left me in the system, my payment info remained and prescription never canceled. The site is set up so a individual is unable to delete there payment method unless first adding a alternative payment method with funds. I again voiced my request with nothing happening and more money on course to be drawn again. The medication doesn't do as it suppose to, I never even received the most recent package, I've been charged double for 4 months now and they refuse to cancel my account/payment method.

  

  Business response

  06/20/2022

  Hi ***********,

  Thanks for reaching out and I'm more than happy to help.  Please know I'm also sending all of this information through our secured messaging portal, so you can also refer to it there.  I reviewed your account and see that our monthly shipping option was selected when you first completed your visit with us, and both on the checkout page and on following messages in your account, we list the full price and clearly advise that the first month is discounted 50%.  These shipments can be stopped or cancelled at any time by calling us or sending a message, and I don't show any request from you prior to 6/10/22.  We send a message each and every month with a reminder at least 2 days before shipping, again to allow anyone to stop a shipment.
  
  Please know that I have credited your account for $120.00 as requested, and all shipments have been stopped.  No more orders will be processed unless you request one.  While we are unable to delete your card on file, I have stopped all automated shipments.  If you could let me know if you want the prescription and your account to remain open in case you want to return for other services, I'm happy to do so.  If you would rather have your account closed, I'll take care of that for you as well. (Once your account is closed, you won't be able to log in, nor create a new account using the same email address). If you could just log in and send me a message letting me know which you would prefer, I'll process it right away.
  
  I look forward to hearing from you,

   

  *************************
  Director, Medical Operations

  Customer response

  06/21/2022

  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

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ***** dollars being charged to my bank card monthly. I have alerted my bank.I have called Lemonaid Health because it shows up on my bank statement. They have done nothing to stop any and all charges or issue any refund requested. I do not authorize any further charges. They even said I had a ***** dollar charge in Oklahoma. I have no business in ********. I hope this does not happen to anyone else.

  

  Business response

  04/08/2022

  Hi *****,

  I'm sorry that I haven't been able to locate any account with us based on the information you provided.  If you have already reported this to the bank issuing the card, then they will process any refunds due and blocking any future charges.  Merchants do not have any way of blocking a particular card number, that can only be done by the issuing bank.

  If you have not already contacted your card issuer, please do so immediately so that they can get it taken care of immediately.

  Again, I apologize that I wasn't able to identify anything in our processing system.

   

  Best Regards,

   

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

  Head of Patient Operations

*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. ↩