ComplaintsforIncluded Health

Telemedicine

Additional Complaint Information

Customer Complaint:

Hi Kim,

Do you want the text to display like this? (the fees & purchase terms is hyperlinked to the Terms and conditions.

BBB’s business profile for Doctor on Demand was created in February 2014. A review of Doctor on Demand complaints was completed in October 2023. Complaints on file state concerns of incurring charge(s) when their visit is covered by insurance.

BBB encourages consumers to review the Doctor on Demand Terms and Conditions via the link below, with special attention to "Fees & Purchase Terms."

https://doctorondemand.com/terms/

See all additional business information

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 3/11/2024, I visited Doctors on Demand TeleHealth!! Per an agreement with my company, American Airlines and insurance, I am to be billed a $20 co-pay. I was charged the entire amount of the visit $89, NOT the $20 co-pay. I brought this to Doctors On Demand's attention and was told it would be corrected. As of today, it is still not corrected and I am still being billed the full amount. Every time I reach out to Doctors on Demand, I am told there is a nationwide outage with the vendor they use to verify insurance information, and there is nothing they can do. They have told me no less than 4x that my case is being escalated and handled ASAP. Contacting them today, I was told the same story, and nothing has changed. They have charged my credit card the full amount and have NOT submitted anything to my insurance as of 4/10/24.
Business response
04/12/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Initial Complaint
03/22/2024
Complaint Type:
Product Issues
Status:
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.
On January 31st 2024, I agreed and paid in advance for a psychiatric assessment through doctor on demand. The payment was $299 for 45 minutes session. At the scheduled time I was to meet with a psychiatrist, the psychiatrist entered the virtual session 7 minutes late then put me on hold for another few minutes and began a series of questions during the video session that ended abruptly, several minutes before the allotted time and while I was in mid-sentence. I later requested a refund due to my dissatisfaction with not getting the full 45 minutes and due to me not having received any treatment / guidance for what I sought and paid for, not to mention the abrupt way the session ended. Although staff conceded that my session did end in shorter time than the agreed 45 minutes I paid for and that the psychiatrist didn't not get to complete the session/assessment as well as having the session end without and without completing the assessment to the point of providing a diagnosis / guidance/treatment, they still maintain a service/treatment was provided. However I was not given any treatment I was not provided a service and they did not provide me the 45 minutes that my out-of-pocket non-insurance cash payment of $299 was for. I would like my $299 return to me for these reasons. I had confidence in Doctor on Demand since my knowledge was that it was an organization run by ************************. I later learned that this is now a business run by included health which may explain the slipshod service and unscrupulous business tactics
Business response
03/25/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Initial Complaint
03/21/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I spoke to a representative in the tech support or customer service department on 2/5/24, 2/12/24 or 3/1/24 by phone to inform that I have ******** part A&B and would like to add it to my account as primary and also inform the representative that Bluecross BlueShield is secondary. Im not sure what date the representative updated my ******** insurance information but I do know it was either one of those dates. I called Doctors on Demand on each of those dates. I tried to add my BCBS insurance back to my account due to the representative removed it but their system only allow you to update what is already showing online or delete it. I sent a message through the online app on 3/13/24 but havent received any response back. I called today 3/21/24 at 3:30pm and spoke to a representative in tech support department name *******. I was on hold for 30 minutes waiting for a Supervisor but ******* return back to the line to say that she message her Team Lead and per them theres no Supervisor available. I asked to speak to the Team Lead but she said no I could not speak to them. I cant make any appointments due to receiving a message that unable to verify my insurance. This is too long to go without seeing a doctor and also no one is responding to online messages. I have been with Doctors on Demand for years and it seems that this year Doctors on Demand has provided poor customer service. I would like for a Supervisor to look into this matter.
Business response
03/22/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
03/23/2024

Complaint: 21468757

I am rejecting this response because:

Sincerely,

***********************
Customer response
03/25/2024
I disagree with the company response due to no personal information was requested for them to provide. I wanted someone from their company to fix the issue and request someone from management to contact me. If theres anything else you need from me please feel free to contact me. Thanking you in advance in this matter.
Business response
03/26/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
03/26/2024

Complaint: 21468757

I am rejecting this response because: I have not received any phone calls or email from Management regarding this issue. If a form needs to be signed why hasnt a form been emailed or sent online for me to complete? Please send the form for me to complete so this complaint can be resolved.

Sincerely,

***********************
Business response
03/29/2024
Please be advised that we have contacted the individual directly on 3/22/24 via our secure system to provide an update.
Customer response
03/29/2024
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
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had a virtual appointment at 6:30am. 2 prescriptions were supposed to be sent to the pharmacy. One prescription was ready within 2 hours but 1 was not. Because this was done online I sent a message. Thinking that this was a non covered prescription and was seeking an alternative medication. I then called the pharmacy And found out this was just an error in how the prescription was written. 9 hours later I checked to see if this had been resolved. But it had not and was told that they would make it a priority. It is now 16 hours later and I still do not have a prescription correction. The problem I have is there is no accountability In our medical industry and virtual care is no exception.
Business response
03/21/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Initial Complaint
03/05/2024
Complaint Type:
Billing Issues
Status:
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.
On October 28, 2022, I scheduled an appointment with Doctors on Demand. In the app, before you can schedule and be seen, you must pay any amount due for the visit. At the time of the service, this provider was partnering with my insurance carrier, and therefore I was responsible for a $16.00 copay. I paid the copay before booking the appointment. Over a year after the services were rendered, I received an email requesting payment from a third party vendor (HRC Kollect) requesting payment for $59.00 for services rendered on October 28, 2022. I have contacted Doctors on Demand regarding this invoice and was advised that I needed to work with HRC Kollect. I have contacted HRC Kollect twice and was initially told to send over my payment receipt and they would call me back with further information. Today, I was told that they would need to reach out to Doctors on Demand and allow them to decide if they'd like to move forward with the $59.00 charge. This charge is not fair. At the time the services were rendered, I was advised to pay $16.00, if I would have been charged $59.00 I would have gone to a provider that accepted my insurance. $59.00 is also what they charge for no insurance, so they'd be overcharging me by $16.00.
Business response
03/07/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
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.
I HAVE insurance. I PAY copays at the time of service. I also have a FIFTEEN dollar copay- so neither $20 nor $127 are correct amounts!! I tried to call and spoke with ****** at Dr ** Demand who REFUSED to help me. I also tried to call HRC Kollect as she told me to and they confirmed: DR ON DEMAND needs to resubmit any and all outstanding claims. I'm on wellmark BCBS website: Dr ** Demand never submitted the CLAIM.Dates of service noted: 1/11/24 and 2/8/24
Business response
03/04/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
03/06/2024

Complaint: 21354885

I am rejecting this response because: as of 3/6/24, I've received MORE correspondence from the organization alleging that I owe them $147. I do not. Simply put: they ran claims under my OLD insurance plan. I've advised them to re-run these claims with the CURRENT plan and they claimed they would. They obviously lied if I JUST got ANOTHER bill today! I owe NOTHING.

Sincerely,

*****************
Business response
03/11/2024
Please be advised that a status on the request has been provided to the individual.
Customer response
03/12/2024
Complaint: 21354885

I am rejecting this response because: as of 3/6/24, I've received MORE correspondence from the organization alleging that I owe them $147. I do not. Simply put: they ran claims under my OLD insurance plan. I've advised them to re-run these claims with the CURRENT plan and they claimed they would. They obviously lied if I JUST got ANOTHER bill today! I owe NOTHING.

Sincerely,

*****************
Business response
03/22/2024
Please be advised that a status on the request has been provided to the individual.
Initial Complaint
02/22/2024
Complaint Type:
Order Issues
Status:
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.
this is my se**nd **mplaint. after my first **mplaint someone from doctor on demand sent me a msg through the app saying they were "adjusting my balance". However I am still receiving emails from included health asking me to pay $855.68. I should not have a balance. The person who **ntacted me said in their msg that ******* has in fact paid them, so the fact that I am still being billed for this amount is ridiculous. I should not have any **pays due on my ac**unt. The **pays I am being billed for are during a time when **pays were waived for military families. Every **pay after that time frame I paid and my insurance has paid for services. At this point it seems included health (dr on demand) is double charging...as they are billing me for money that has already been **llected from Tricare, and ** pays that were supposed to be waived.
Business response
02/28/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Included Health has been contracted by HPE benefits to assist its members enrolled with Anthem. The mission statement of IH provides a promise of simple, accessible and quality health care. However I can provide more than sufficient documentation in several hundreds of messages that IH is completely and incompetently able to provide me with the support or expertise and advocacy that elevates the standard of care for all. I can attest that IH is negligent in providing me information to further address my IMMEDIATE health needs, i.e. refusal to provide me contact with Anthem directly, and giving me phone numbers that only ring at IH, and directly and deliberately NOT returning my calls. They are poorly informed and untrained in dealing with respect for my personal dignity, and are outright refusing to "Help" me get vital medication that is matter of LIFE AND DEATH. Each team member IS aware that I am WITHOUT because of their own team member's lack of proficiency to see to it that my HEALTH comes first, as they are in violation of their company byline "We keep members at the core of every move we make, with our solitary focus on making every interaction with Included Health feel better." I can unequivocally produce evidence that after almost 2 weeks without thyroid medication, I am failing fast and need a call back rather than a poor texting chain of one employee passing an issue to another without any respect for the patient/client is DIRE NEED of trying to preserve my life. Despite MANY efforts to reach a supervisor, escalation team or person who can understand I am suffering the consequences physically of their stall tactics and deliberate avoidance of my issues that require immediate action, not a phone number to a nurse at a triage center who cannot help. Since promises WERE made and been UNFULFILLED, I am now trapped in a plan that is detrimental to my health rather than a health plan that should TRY TO HELP ME SAVE MY LIFE.
Business response
02/20/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Initial Complaint
02/14/2024
Complaint Type:
Product Issues
Status:
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.
This platform is shady at best. You don't ever get to talk to a doctor. They throw a nurse on screen for 30 seconds, she tells you she doesn't have any ability to help, and she's not a doctor ... Then they send you on your way, with nothing but a lighter wallet. Very deceiving marketing practices, even less competent staff, and a "customer service" team that hasn't done a thing in over 2 weeks, despite numerous emails, messages, and phone calls. Read all of these others comments. RUN and save yourself the headache and the money.
Business response
02/15/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
02/15/2024

Complaint: 21293589

I am rejecting this response because:
This is an unacceptable answer. I never spoke to a doctor; I spoke with a nurse, who told me nothing more than she couldn't help me. DoD is calling that "medical advice" ... I suppose, in a way, it is ... But it was not useful, nor was it what I paid for.
It'd be like me going to get an oil change for my car, them taking the money, and saying "oh, sorry, the oil guy isn't here, so I can't help you, but you still owe me money".
Absolute fraud of a company. I will be reaching out to the *** AG, and my bank has already agreed to put a hold on the payment until this is resolved via a refund.

Sincerely,

*************************
Business response
02/20/2024
Please be advised that a status on the request has been provided to the individual.

Customer response
02/23/2024

Complaint: 21293589

I am rejecting this response because:
No status was made available, just more people telling me they can't do anything.

Sincerely,

*************************
Initial Complaint
02/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On Feb 10th I singed into Doctor On Demand and met with ************************* APRN. This visit was with my 9 year old daughter. She prescribed my daughter cough and cold medicine. I went to the pharmacist came to me worried. She said the prescription was not allowed for children and that the prescription was a high dosage for full grown adults. I did not pick up the prescription and was freaked out about what could have happened to my kid if I had given her this prescription. I went to see another doctor and got the correct medication for my daughter. I reached out to Doctor On Demand for a refund for the visit and told them why. They refuse to refund my visit because medical advise/prescription was given. They don't seem to even care that the advise/prescription was wrong. I don't think overdosing a 9 year old should even be an argument. I should be able to trust what Doctors prescribe.
Business response
02/15/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Additional Complaint Information

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary