Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment scheduled via included health for a teledoc appointment on 7/10 at 10:45. The night before I lost my power due to a tree falling. I logged on at 10 when I realized mt phone only had 10% battery left but there was no way to contact the provider and it was saying my only option was to cancel and pay $94 if I didnt give 24 hours notice . After I missed the appointment and my power came back on I contacted included health and they charged my credit caed $94 and refused to refund it. Emergency situations come up I should have had the option to re-schedule or send a message to the provider.

  Business Response

  Date: 07/22/2025

  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 Request 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

  Date:07/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 3rd, 2025 I had a scheduled therapy appointment with the provider, *** on Demand. Due to technical issues with the application (which had been fairly constant due to the app getting updated and it functioning poorly) I had connection issues and was unable to stay on the applicaiton long enough for it to register my call. The application disconnected and did not offer secondary opportunities to log in for the call. I immediately messaged the application's help team advising them of the troubles, indicating the issue and my worry that they would unnecessarily charge ******* started 11 messaging threads and made multiple phone calls attempting to escalate, communicate, and work through this process only to be stonewalled without reason. The information I have often received is "after review, we decline to negate your payment" without reasoning or justication.

  Business Response

  Date: 07/21/2025

  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 are working internally to address this concern and resolve directly with the member.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23612956
  
  I am rejecting this response because: They didn't solve anything. They simply wanted a release of information signed.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 07/25/2025

  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 are working internally to address this concern and resolve directly with the member.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23612956
  
  I am rejecting this response because: I filled out the release of information form for the business.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** on demand (included health) has ignored multiple messages via ** on demand app (closed two threads without appropriate resolutions). The third thread has not been responded to since May 2025. ******* changed contractors January 2025 and I was notified in April about a bill from November 2024. This is unacceptable as Ive been using the platform for over a year. I also saw to charges from a provider another from November 2024 in regards to my minor son and 2025 from a provider. I have never received a bill and both of us have been using the service for over a year. I was told by one customer service *** via the app it states I wasnt insured which I was . That is inaccurate as I saw other providers and so did my son under the same insurance and never received a bill. Ive left numerous voicemails , their 800 number just rings with a busy signal and there is no option to leave a voicemail. The billing number with the Tx area code does but they dont return calls. The new contractor for ******* told me that have no bills from the dates sent to them . Also Tricare health alliance (TriWest) *** informed me that theyd ***rocess the bills if sent to them .

  Business Response

  Date: 07/08/2025

  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 are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:07/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged for a "missed visit " on June 4th 2025. I canceled the visit. I received no notification of the visit as I have in the past. Typically I received a text just prior to the appointment. I have an email that confirmed I canceled the appointment. Doctor on Demand claims I owe for the visit, however it does not show in my app as a missed visit nor have I received any official notice of the balance due.I have tried to address this with Doctor on Demand however when I escalated the concerns I was promised a call back within days and I still have received no response.I refuse to be responsible for a "missed visit " when thy have not been able to prove it was missed. It's not in my app as such and Doctor on Demand indicated it would show as such. I have zero visits on June 4th in the app. And it doesn't show as a bill in the app. They have claimed there is no technical error. Obviously there is if my app shows nothing of the visit. I expect them to write off the balance of $148.32 they state I owe.

  Business Response

  Date: 07/08/2025

  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 Request 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. 

  Thank you,

  Member Resolution Supervisor

  
  

• Initial Complaint

  Date:07/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are false advertising services and refusing refunds.

  Business Response

  Date: 07/02/2025

  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 are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an appointment for an online therapy appointment. I was unable to make it to the appointment due to unforeseen circumstances and cancelled a little less than 24 hours before the scheduled appointment time. The system let me cancel this appointment without giving me any kind of warning about a late cancellation fee or anything. I think nothing of it until the next day I have a charge of $184 on my credit card from them and no other explanation. I contacted customer support and they said they would try to maybe give me my money back but so far nothing has happened. I can not afford a random $184 charge for no reason, I live paycheck to paycheck as it is and without even so much as a warning this company took the money from me.

  Business Response

  Date: 06/25/2025

  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 are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using Doctor on Demand since 2021 and have had nothing but issues with billing and scare tactics since day one. They are charging $229 for a 30 minute visit and $129 for 15 minutes. 1st issue: Won't file claims to my insurance even They charge me before my appointment. Then I have to keep calling in to request they submit a claim to my insurance. Once it has been processed, I have to keep calling Doctor On Demand AGAIN to submit my explanation of benefits and fight to get me refund. They will give you a case number then close it without contacting you to discuss. I then have to call back and do this all over again. The process takes MONTHS and I have to continuously repeat the same issue over and over again! I have a full time job and shouldn't have to keep calling in to ask them to do their job.2nd issue: Inconsistent billing I have repeatedly called in asking to please explain their inconsistent billing codes as it effects my claim and refund amount. Same as above. Keep calling, the case gets closed without contact and have to open another one. We're in June and I opened the case in November of 2024. Their customer service team is useless and when asked to speak to the enterprise team "there is no one to take your call" is the answer you will ALWAYS get. 3rd issue: Bullying/Scare Tactics Due to the issues listed above, I don't see a refund for months and they charge you for visits ahead of the visit and before submitting to my insurance. Due to this, I can only afford to see my psychiatrist twice a year. Considering my diagnosis and prescriptions have not changed, this is not out of the ordinary with my other doctors. Recently, I have been threatened that I will need to see my doctor more often (for my refills) as it is a requirement of doctor on demand. My doctor also advised that they may cut one of my prescriptions (I've been taking for years and prescribed by her) as she wants me to see a primary doctor for it.

  Business Response

  Date: 06/23/2025

  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 Request 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. 

  Thank you!

  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23505222
  
  I am rejecting this response because: that is not a response. All they did was message me and apologize with no actual action. When I asked if anything was going to be done, I was given the same response as always well get back to you. I have attached their response here. There is absolutely no response, acknowledgement or resolution. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/30/2025

  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 Request of Information form and ask that the BBB be added before we can share information with this entity. We have, however, followed up to the individual directly today, 6/30/25 to provide a current update and informed them on how to complete the release of information in order for us to release any information, including PHI.  

   

  Thank you, 

  Member Experience Supervisor

  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23505222
  
  I am rejecting this response because:
  
  as my check has still not been delivered for a refund 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 11th I had a televisit thru the phone with a nurse for my sore throat due to covid 19th. From the beginning the nurse did not understand what I had and the communication was really horrible. She did not even offer me any type of meds including for the covid or the sore throat. Her communication skills were bad and she did not care. I called them back the same day and a couple days later and they said they would look into a refund, however to this day I have not heard anything. All I want is a refund for the terrible service in which the nurse did not even prescribe me anything. for my covid (I was within 5 days of covid) or my sore throat which hurt when I swallowed. This was a was of time as she did not understand what I was saying and I did not understand her.

  Business Response

  Date: 06/23/2025

  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 are working internally to address this concern and resolve directly with the member.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: ********
  
  I have called and email the business and they will jot send me the authorization form to sign.

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

  Business Response

  Date: 07/07/2025

  Thank you for bringing this to our attention. With a valid Release of Information current and on file, we are able to further share the details of the visit that resulted in a formal complaint. In accordance with *****, the patient has agreed to release protected health information exclusively with the Better Business Bureau. This response may not be shared publicly on the BBB website or any other forum.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using the Doctor On Demand App for services for approximately 2 years. They are an in network virtual provider with my insurance and *** have been filing claims. My insurance covers out of network providers the same at 100%. They updated their app on or about the 1st/2nd week of May 2025. The update dumped my insurance information and other protected medical and personal information. There have been several app updates since then. Now they state they do not accept my insurance and charged my credit card without a bill for a May visit. There has been no contractual change notice sent to me and my insurance has no record of it. A supervisor with my insurance has been attempting to address this issue since May 2025. I cannot reach anyone in billing nor insurance departments. They are interfering with my medical care.

  Business Response

  Date: 06/20/2025

  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 Answer

  Date: 06/20/2025

   
  Complaint: 23466219
  
  I am rejecting this response because:

  They responded to me saying they received the complaint and still refuse to acknowledge the truth. My insurance *** states they are under contract with them and are unaware of any change in that contractual relationship. As such they are required to take insurance for payment. They did not have authority to charge my credit card and did so anyway. They were informed verbally and in writing. It is wrong for them to interfere with and prevent my reasonable access to continuity of care and to ignore my rights.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/23/2025

  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 Answer

  Date: 06/24/2025

   
  Complaint: 23466219
  
  I am rejecting this response because:

  They are not putting the patient first. This matter involves billing and insurance, not protected health information requiring authorization. Plus there is no way for me to complete an authorization as it is not available to me. They alleged they added Optum as insurance onto my account which is actually directly affiliated with my insurance United Healthcare for virtual visit insurance processing, however I am unable to use the Doctor on Demand/Included Health application without them charging my credit card. So adding this did nothing. I asked once again to speak with a supervisor and was not allowed. It seems they are highly disorganized with no one overseeing billing nor insurance matters.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use Doctor on demand which is owned by included health three times this year. Each time prior to speaking with a position the screen indicated that the cost was covered in its entirety by my insurance. Therefore I proceeded with the video visit. I have received three separate bills and now a demand for payment for the full amount. I have called and emailed included help numerous times. I have been promised they were reviewing it it would file my insurance and they have not done so. All they do is lie to me and make excuses. This service is covered by my insurance and they know it and it has worked fine in the past. I don't know what the problem is but they seem incapable of resolving it. I've been assigned a case number been told it'll be resolved it'll be escalated etc etc etc and nothing ever happens. I spoke with him today and got the same run around by someone who barely speaks english. It is very frustrating. I used the service solely because it was covered by my insurance. I need them stop messing around and file the insurance claim, get paid and be done with this issue. They are obstinate and ignorant about this. It's a terrible way to do business.

  Business Response

  Date: 06/20/2025

  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.