Business Profile

Health and Wellness

MDLIVE Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for MDLIVE Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

213 total complaints in the last 3 years.
85 complaints closed in the last 12 months.

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Submit a Complaint

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:06/14/2024
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 met via phone with an MDlive Dr due to pink eye. He prescribed antibacterial eye drops and told me to administer the eye drops for 7 days, four times a day, two drops in each eye. I got the prescription eye drops and after 4 days they ran out. I called MDlive and wanted a refill of the eye drops since I did not get enough. They refused and said I have to have another consultation with the doctor and pay another fee to have a new prescription made. Horrible customer service.
Business Response
Date: 06/26/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 6/26/2024, at 7:10pm est., however; we were unable to reach you, a voicemail was left. Based on your feedback, a review of your interaction with customer service was completed and coaching was provided. A refund of $15 was issued to your original form of payment and will be available within 2-3 business days.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:06/04/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore 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 online MDLIVE visit with a provider on 4/20/2023 and the issue I sought an MDLIVE visit for was listed as a covered service on the **** website. Eight months later in December 2023, MDLIVE started sending me numerous text messages and emails about this balance. As soon as I received their first email and text message in December 2023 I contacted MDLIVE about the claim in question and MDLIVE told me to contact ****. I contacted **** and they said that MDLIVE had used an incorrect diagnosis code and thats why the claim was not covered, and **** proceeded to contact MDLIVE while I was on the line to advise MDLIVE that the diagnosis code MDLIVE used was incorrect and that MDLIVE needed to re-submit the claim with a corrected diagnosis code so that the claim would be covered. I have contacted MDLIVE numerous times about this issue and each time I get a new MDLIVE representative on the phone I have to go through the entire story from scratch because nobody seems to know what is going on. One of the calls to MDLIVE a representative said the claim should have been escalated to the attention of their billing department, they said they would do so and I called again a month later and they said the claim had not been escalated and again they said it would be escalated to the attention of their billing department. I called **** three additional times about this and they said they have not received a corrected re-submitted claim from MDLIVE and **** went as far as saying that MDLIVE should just write off the $48 balance instead of continuing to harass me with emails and text messages if MDLIVE wont trouble themselves to correct and re-submit the claim. It has been over a year and I am tired of repeatedly calling MDLIVE about this claim to request they correct and re-submit and Im tired of MDLIVEs text message and emails regarding this claim balance that their billing department won't do anything to mediate.
Business Response
Date: 06/19/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced, the concern regarding the outstanding balance has been escalated to our account manager team and our Revenue cycle management team for review. Once an update is provided, we will contact you directly to provide an update.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist.Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 06/20/2024

Complaint: 21802882

I am rejecting this response because: their customer service reps have told me twice before that they would escalate the matter to their billing department for review/response. Will they actually escalate and review the matter this time? Will I actually be contacted with an update? I guess I have to wait and see. Thank you.

Sincerely,

*********************
Business Response
Date: 06/21/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We appreciate the patience with resolving your concern. Our Revenue cycle management team has reviewed this case and the balance was removed, this is no longer showing on your MDLIVE portal.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 06/24/2024

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
Date:06/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
After an unacceptable and unethical exchange between an MD Live provider and my minor child, I called in to file a complaint. I was promised a phone call with a supervisor within 48 hours. That did not happen. I have since called 3 more times and been promised return calls that have not happened either. I have also submitted two written requests to speak with someone about this which have not been responded to appropriately. As a result of this provider's actions, my child feels deceived, violated, and victimized by mental health practitioners. This provider's negligence has blocked my child from receiving the benefits covered by insurance, and there is no appeal process to have services resumed as MD Live makes no platform available to seek help.In addition to helping my family with our needs, MDLive needs to review this providers treatment history. This provider has a clearly presented opinion that telehealth does not work for children and a clear goal to prevent as many children as possible from receiving care from MDLive telehealth. I would still like top speak to someone to clear this up. Hoping a BBB Complaint will get someone to talk to me.
Business Response
Date: 06/04/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
MDLIVE takes all patient experience very seriously and want to ensure that they are receiving high quality care from our network providers and customer service. Based on our conversations on 6/4/2024, weve created an internal complaint regarding the concerns that was communicated to us,connected to the 5/29/2024 visit.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 06/05/2024

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
Date:06/04/2024
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 called in May 16th to have my Epipen and one other filled. I had problems with both refills. I called Mdlive to fix both problems. They said the would have nurse call me back about the problems because they were not sent out right and the pharmacy could not fill them until it was fixed. The nurece never called me they fix one proception but not the other, I have called and got the ring around 4-5 times. the pharmacy has also called to get the problem fixed but after a week they sent the prescription for MY LIFE SAVING meds back to mdlive do to none communication from Mdlive. I then called and was told a higher up would call me back in ***** hr. That never happened so i called again today June 4th, now i am being told it has been to to long and i have to pay for another visit for them to correct their mistake. I said well that's not fair nor do i have the money. the pen will cost me almost ****** with incurrence i won't be able to afford both. I was told well i can have someone call you back about that but no time frame on the call back, I then asked to to to a manager and was discounted. I want either my prescription sent and sent right so it can be filled or for them to pay for a new visit. None of these problems were with in my controle and i should not be charged for their mistake. on June 4th i am upto 6 calls please listen to recordings i am not yelling or being rude i ask to talk to a manger am then disconnect each time
Business Response
Date: 06/26/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
Thank you for taking the time to speak with me on 6/26/2024,around 8:50pm cst. We are sorry for any inconvenience you have experienced; based on your feedback, a review of your interaction with customer service was completed and coaching was provided. During our brief conversation you stated the concern you had was already resolved. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:05/28/2024
Type:Customer Service 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 went through my health insurance application for a virtual appointment with MD Live. I was charged $1 and saw a provider immediately. After the appointment I began getting multiple emails stating that I needed to verify insurance or be charged $82. I went online and verified my insurance. A week later and I was still getting emails. I call MD Live and was told that I need to contact insurance. I explained that they already had my insurance information and what the email said. Multiple times the employee refused to do anything nor help me to verify the insurance information on file and told me I will be charged $82 if this is not resolved but there is nothing he can do about. I have also tried emailing the company, but you cannot respond to the emails in the system. I used the chat system and they said that the information in the system is what I have provided. I am just trying to stop getting threatening emails saying I owe money because they have not done their part on the Medical Billing and Coding.
Business Response
Date: 06/06/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
It was a pleasure speaking with you on 6/6/2024, as discussed,your account is now showing a $0 consultation price to schedule with MDLIVE and the hold for the date of service in question was voided.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:05/20/2024
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.
Date of transaction: 5/20 Amount paid: copay of $25 Business committed to providing me birth contol care. Instead, once I was called by the dr, I was told I could get a maximum of one month which in birth control pack sizes, is really only 21 days. When I called customer service, I was yelled at and told I should have read the disclosures.
Business Response
Date: 06/18/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you on 6/18/2024 around 3:10pm EDT, however; it was unsuccessful, a voicemail was left. A refund of $25 was approved and will go back to the original form of payment within 2-3 business days. We apologize for any issues this might have caused. An internal review is still ongoing regarding the complaint for the date of service in question.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:05/20/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 coverage through *****, which includes access to MDLive. In December of 2023, I was notified that I had two pending claims that needed to be paid, each for $95. Through MDLive with *****, I am not charged for therapy appointments. In this case, I was charged $95 for 1/4/23 and 1/13/23. I paid the $190 because I needed to continue therapy and then requested a refund. I have called Cigna and MDLive multiple times since December of 2023. At this point we have reached the 6 month **** and I have been told different things from both ***** and MDLive, including escalation of the matter (at least 3-4 times). I have been told that I would receive the money back, only to have to call again 3 weeks later. Today, I was told that my insurance, which started on 1/1/23 did not cover the appointments on 1/4/23 and 1/13/23. I am incredibly frustrated, I have submitted complaints against both Cigna and MDLive. I would like to have my money back since this was the fault of the companies and not me.
Business Response
Date: 06/04/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you on 6/4/2024 around 6:10pm EDT, however; it was unsuccessful, a voicemail was left. A refund of $190 was approved on 5/28/2024 and wouldve shown back to the original form of payment within 2-3 business days. We apologize for any issues this might have caused.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 06/05/2024

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
Date:05/19/2024
Type:Product Issues
Status:
ResolvedMore 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.
Email **************************************** Phone 1-866-954-3585 02/24/2024 - original MDLive Dr. **** 03/24/224 - ***** charged to my Discover card. I have coverage through a ******** advantage plan *********** Blue Shield). This should have been free.03/25/2024 - First call to mdlive. They agreed that I should have not been charged. Refund could take up to 45 days.05/10/2024 - no refund yet. second call to mdlive. Should have gotten refund by now.In pending status. Escalated to a supervisor. Left VM to have a supervisor call me back. Never received a call from a supervisor.05/15/2024 - 3rd call to MDLive. Said they tried to contact me on 5/13, but had an issue with the timezone. No calls came through on my phone nor was a VM left.They are working on it and it could take up to ANOTHER 45 days. Told them I want a call or refund by EOB this Friday or I am going to file a complaint with the Ins Commissioner of Texas and the BBB.05/19/2024 - No response or refund yet.This has been going on for several months now and I want the refund due to me.Thank you.*****************************
Business Response
Date: 06/04/2024
Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.
We apologize for the inconvenience you have encountered; we take our patient experience very seriously and want to ensure that they are receiving high quality care. An outreach was attempted on 6/4/2024 around 5:45pm EDT, however; we were unable to reach you, a voicemail was left.?A refund of $34 was approved on 5/22/2024 back to the original form of payment within 2-3 business days. Weve processed another refund of $48 today,6/4/2024, and you will also receive it within 2-3 business days. If you have any additional question, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns.
Customer Answer
Date: 06/05/2024

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.
Thank you for your help! If I don't receive the promised refund, I will file another complaint. I do not trust this company whatsoever.

Sincerely,

*****************************
Initial Complaint
Date:05/10/2024
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 called MDLIVE several times to voice my concerns and get service.I have failed. In this 21 century, they are beating around the ****.I have failed to get transcripts of no medical records, transcripts of technological problems as well as HIPPA records.Their doctor call me *********************** and talk yet do not charge. Their doctor do not call ***********************, then do provide services charge. Their whole objective is to use ******** advantage Humana plan to send you to 911 and transfer cost to government.
Customer Answer
Date: 05/15/2024
I have received, only one non-medical conversation record. Initial only.
i have received three SOAP (problem oriented medical record). I have not received transcript of actual conversation with MDs.
being given the run around, as ********** was told to check himself in at 911 and on second call 5/14/2024 was told to check his family in and increase GDP, medical record are in conflict, because they do not want to document psychosocial distress. Slow documentation and make money. Patient declared mental disorder.
differentiated diagnose is being omitted as it will require change of narrative from the old narrative. Patient misled by objective SOAP, that lacks details.
single issue is a false approach to POMR, the systems over lap and it is done by talking of the patients symptoms, not treating the symptoms to reduce them and leaving the EMPLOYMENT VERIFICATION out of sight out of mind.
Customer Answer
Date: 05/20/2024
I have called MDLive today,
my account was deactivated..,
no further progress in documents
talked to customer service and voiced my complain.
they want to talk health but cannot define health.
yhey Want me to see psychiatrist, but I have physical issues (past blood pressure), I have documents employment verification incomplete since march 21, 2013. Why should I take psychatric medicine, if after taking medicine the documents do not complete.
humana send police to my house Friday May 3, 2024, following first visit on May 2, 2024.
they do not want to give documents just a bad business.
they write what Humana is about in their prologue to customers response, but do not provide a response to the complaint.

Business Response
Date: 06/04/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
Medical records, visit summary and chat transcripts were provided from MDLIVE on 5/10/2024, 5/14/2024 and 5/17/2024.
If you have any additional questions, please contact your benefit administrator.
Customer Answer
Date: 06/06/2024

Complaint: 21697068

I am rejecting this response because:There is no documentation provided, their answers are vague and they suggest to contact Humana.

Humana cannot have my hippa files.

Account has been closed by mdlive.

I have read their answers to previous customer complaints and do not see any determination to solve.

Transferring my health file to Humana without my consent and not giving me my files is clear violation of my rights.

Sincerely,

***********************************
Business Response
Date: 06/19/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
Based on your complaint, we show your medical records, visit summary and chat transcripts were provided from MDLIVE on 5/10/2024, 5/14/2024 and 5/17/2024. Please contact your benefit administrator if you have any additional questions.
Customer Answer
Date: 06/21/2024

Complaint: 21697068

I am rejecting this response because:
Humana cannot have my documents. Humana knows they do presidential inquiry which is why not to give. This same organization MDLive and Humana work to gether. Humana agent, called me (************) after ******* and told me CFto go to emergency 911 as I had said I was mentally restarted. Subsequently I asked for transcripts have not received certified transcript. The police came to my house, Humana is a narcissist operation, they must start dog catching tracing to avoid paying medical bills.
see example send in separate email to *************************** and ****.

so if MSLIVE has given the documents they become open records records from one organization to another, why not give me, why go to court to get document when consultation summary is give and some SOAP are given.. why not others.
MDLIVE allows doctors to charge who do not call, and Humana knows this as it was an activity completed.

post on web so people know, the nonsense in the private sector.

requires two to tango.

Sincerely,

***********************************
Customer Answer
Date: 07/19/2024
The MDLive clearly states they provided Chat files, transcripts were requested of oral communication.
both parties have access to chat files electronic
MDLive documents the oral communication and has not provided the files.
BBB must do a better job of identifying and clearly stating they are either in the business to putting labels on business and charging fees
BBB MUST STATE CLEARLY, their failed business model is not working for consumers!!!
Initial Complaint
Date:05/09/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 called them and spoke with a doctor regarding my symptoms. They explicitly asked if my issues were allergy related, I answered "no" and that it was a clear sinus infection. The doctor then told me that they would be sending me a prescription to help with my issue. When I get to the pharmacy I find out she prescribed over the counter allergy medication. I spent almost $50 for a 45 second phone call in which the doctor ignored the the answer to the one question asked. When I called to resolve they basically said there's nothing they can do. It's ridiculous.
Business Response
Date: 06/04/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
For the date of service reported, a clinical review was conducted, and it was determined that the providers actions, recommendations,plan of care and/or discharge instructions were appropriate based on clinical judgement, presentation, protocol, guidelines, policies. Treatment plans are individually developed based on the individuals specific clinical signs and symptoms, medical history, etc. and can include referring the patient to seek in-person care for further diagnostic testing and treatment.
An outbound call was attempted on 6/4/2024 around 5:15pm EST,unfortunately, we were unable to reach you. A courtesy refund of $48 was issued to you and will show in 2-3 business days back to the original form of payment.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 06/05/2024

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,

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

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