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:06/05/2024

  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 used the Amwell app for a Medical visit on 12/28/2023. I saw ***************************, Emergency Medicine. The total for the visit should have been 5.00 but Amwell billed the visit to *************************** LCSW which was not the correct provider. I did not see this person as they are a clinical Social Worker. She saw *************************** who is an Emergency medicine Doctor. Because Amwell billed it to the wrong provider it was out of network which is why they charged us ***** which is incorrect. After six months we are still waiting on a refund from Amwell. Thank you

  

  Business Response

  Date: 06/14/2024

  Dear ****************,  
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous case with us (Case 02729418). 
  
  Per your previous case with us, your claim was resubmitted with the corrected information and your health plan provided us with a patient responsibility of $35 for the visit on 12/28/23. You have been refunded the difference. Per your email on June 5th, we have submitted an appeal to your health plan, who will be making the final determination regarding the cost of this visit. Please reach out to your health plan for further information regarding this matter. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02931567. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:06/05/2024

  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.

  On April 6, 2024 I had a regularly scheduled medical appointment through the company Amwell. My deductible is $15, I've been using amwell for four years now, same doctor, same insurance. On April 6, 2024 amwells system was down and they were unable to communicate with my insurance. They didn't tell me this, I learned this from my provider during my medical appointment. As a result I was charged the full $125 amount. After the appointment I initiated a fee reversal and was told they would reach a resolution by 45 days. Every week I have reached out to their customer service representative and have received a generic complaint that their system is down and I would reach a resolution in ***** days. Last week at 54 days I reached and asked for an exact date for resolution and was told that ***** days was an approximation. It has now been 60 days and I have not received a resolution or even when I could expect to have my money back. The company has also not sent out any information about their system issues and I imagine a lot of other customers are being trapped with having to pay the full appointment fee or risk having to pay a cancelation fee and reschedule (at which point who knows if the system is working). Amwell should reverse the $110 they've overcharged me because of their system being down and should be required to tell customers when their system is down so customers can make informed decisions and not ve trapped to pay the fee. Amwell should also honor their ***** day resolution.

  

  Business Response

  Date: 06/06/2024

  Dear **********************,  
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02847278). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay out of pocket for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience and for the time that has elapsed since your initial refund request. Your case has been expedited and myself or a billing representative will reach out once the refund has been transacted. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02930986. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 06/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1- refund for the overcharge has not occurred. It's been over the 60 days they allotted to resolve the issue. 

  2- outage is still occurring and the business has NOT communicated this to clients.

  3- business never told clients of outage which means people are having to pay for medical appointments without insurance. Clients also have to know to submit for a refund wwhich takes months to occur (how many months, who knows since it has been over two months so far and I still haven't received my refund). Because they arent informing customers of this one can assume they are profitting over the extra money, people, and not insurance companies are paying/negotiating, which is slimy. Finally, because they aren't making customers aware, customers aren't able to cancel or make alternative plans for new appointments without it affecting their coverage or acquiring cancelation fees. Also slimy. 

  I hope the Better Business Burea continues to investigate how Amwell is handling this outage and its affect on clients. I'm sure many are having to pay the full appointment fee without knowing they need to submit for a refund since their company is unable to communicate with clients insurance companies (which they don't inform about in advance)  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 06/25/2024

  Dear **********************,  
  
  Per our billing team, you have been refunded to the card on file, and should have received an email regarding Case 02847278. 

  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02930986. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:06/03/2024

  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.

  On February 5 and February 26 of 2024 Amwell had system issues and was unable to verify my insurance coverage prior to telehealth appointments. As a result I paid $96 out of pocket on each visit. Amwell submitted a claim to my insurance which was approved by my insurance. I was never reimbursed and since filed a claim 60 days ago on 04/03/2024 (Amwell case #********). No update or resolution has been provided. Attached is proof of insurance claim approval and the original payments to Amwell.

  

  Business Response

  Date: 06/06/2024

  Dear **************,  
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02840294). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required elehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience and for the time that has elapsed since your initial refund request. Your case has been expedited and myself or a billing representative will reach out once the refund has been transacted. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02928392. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:05/29/2024

  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.

  This is regarding Case ********. Amwell -- Live Health Online -- has failed to submit claims for any of my ***** visits this calendar year to my insurance. I have called customer service multiple times, and each time they "add a note" to the case and send it to the billing department. They claim they can't let me speak to anyone in billing; that they have no contact information for the billing department. I have emailed multiple times; each time I'm told they are "processing it" - it's been over 2 months since I first filed a complaint and each time, Amwell either doesn't respond, or their customer service agent tells me they can't explain what's going on, and they refer it to billing. Meanwhile, other health care providers are telling me I still have a long way to go to meet my deductible, BECAUSE Amwell has not submitted ANY of my visits this year. So now I am being forced to either (a) forego needed healthcare, or (b) pay large amounts of money to other healthcare providers that I shouldn't have to, because Amwell isn't responsive. I have been very patient with this company. Multiple emails, multiple phone calls. They refuse to tell me if or when they will submit these claims to my insurance. This is directly affecting my health and my finances and this company refuses to fix the situation. I feel I have no choice but to escalate this to the BBB and my local representatives.

  

  Business Response

  Date: 05/30/2024

  Dear Mr. **************************** apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02832070). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay in full for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience and for the time that has elapsed since your initial refund request. Your case has been expedited and myself or a billing representative will reach out once the refund has been transacted within the week. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02922330. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:05/23/2024

  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.

  Used Amwell telehealth on April 1st with a "service key" that should not have required payment. App would not take the service key so paid $64 to see a provider. After the visit, I called AmWell who acknowledged the service key was listed and should not have been charged. She submitted for a refund. Called again on 5/23 and spoke to another rep who again said teh service key is listed and I should not have been charged. Rep provided case number ******** and stated i have to call back after 60 days to get my refund. This seems unethical and question the legality of this? I am entitled to a refunded that I should not have paid for their technical issues. This is the 2nd time this has occurred.

  

  Business Response

  Date: 05/30/2024

  Dear ****************,  
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02915237). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay in full for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience and for the time that has elapsed since your initial refund request. Your case has been expedited and myself or a billing representative will reach out once the refund has been transacted. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02915584. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  The Change Helathcare cyber attack took place in Feb 2024. While this issue occurred after, my previous visits, as noted, also had the same issue of the service key code not being accepted. Additionally, after talking to 3 different reps- this is the first I am hearing of the issue related to the cyber attack.  The root problem is not the attack or my insurance, as this has occurred before. Additionally- NO where n your site or any of your staff scripting indicates there may be a delay in my refund. I would expect your app, site, and staff should be warning patients of this issue. 

  

  Business Response

  Date: 06/03/2024

  Dear ****************,  
  

  Your refund has been transacted. If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02915584. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:05/22/2024

  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 contacted Amwell Health for a telehealth visit on February 22, 2024. I choose Amwell health because they were a contracted provider with my health insurance and the the charge for my visit should have only been the co-pay amount of $25. My credit card was charged the full visit amount of $79. According to Amwell Health, and recognized by my health insurance company, there was something wrong with the setup of the contract/billing system and that is why it charged the full amount instead of the copay. Fast forward to to today, May 22, 2024 and after numerous calls to Amwell health I am still trying to get my refund of $54. I keep getting told that the time to resolve is getting pushed out. Then I've had several CSRs tell me they are marking my case urgent and sending it to the billing team. "If I don't see something in the next few days, give us a call back." I am tired of calling. I've loaned you my money long enough, return it!! I will never use this company again.

  

  Business Response

  Date: 05/23/2024

  Dear **********************, 
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02820663). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay in full for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience and for the time that has elapsed since your initial refund request. Your case has been expedited and myself or a billing representative will reach out once the refund has been transacted. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02914024. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:05/14/2024

  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.

  Amwell was supposed to provide a telehealth visit for FREE through my company's insurance. The day of my service their system was down so they told me I needed to pay $79 up front and that I would be reimbursed within 1 to 3 weeks. After 2 months I heard nothing from them and just got an automated email saying that they were actively processing my case. I contacted them at the 60 day **** as I still had not been reimbursed. The person I spoke with told me I could not speak with anyone else that they only had the ability to email the billing department. She said she would escalate my ticket. 90 days later nothing has been done. I called again and was told the ticket had not been escalated and that they would escalate it now. They said that they need 45 to 60 days to process claims which is ridiculous in and of itself. I am now ******************************************************************************* They have no intention on reimbursing me, I had to file a dispute with my credit card company and I'm waiting to see what the result is. As far as I'm concerned this company is a scam. I plan on contacting my company which is one of the largest pharmaceutical companies in the world to let them know not to use this telehealth provider any longer.

  

  Business Response

  Date: 05/16/2024

  Dear ********************, 
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02769168). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay in full for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience. 
  
  You have been refunded the cost of the visit. If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02902771.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:05/03/2024

  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 had an online visit which was supposed to be with a dematologist (livehealthonline.com/dermatology) and I was not connected to a dermatologist. The family practitioner that I saw was not qualified and told me to go to my pcp. LiveHealthonline customer support told me a refund would take 60+ days to issue. This is fraud, this is illegal.

  

  Business Response

  Date: 05/14/2024

  Dear ********************,
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02888504). 
  
  While telehealth dermatology is a service provided on our platform, per your health plan, it is not a covered service. For this reason, the Dermatology practice on LiveHealth Online is not an available practice on your account. We apologize for any miscommunication or confusion regarding this. Our billing team is looking into your requested refund regarding the visit on LiveHealth Online. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02888852. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:04/30/2024

  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 submitted a case (#********) on 2/29/24 at 2:59 PM regarding the following: LiveHealth visit on 01/11/2024 [Charged incorrect amount $80 | correct amount $15] LiveHealth visit on 02/08/2024 [Charged incorrect amount $80 | correct amount $15] - This visit was made in the LiveHealth app after the migration to Amwell

  

  Business Response

  Date: 05/07/2024

  Dear ***********,
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02769068). 
  
  Please be advised that the continued insurance outage on LiveHealth Online is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay in full for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience.
  
  I have requested that our Billing team review your refund requests for visits on 1/11 and 2/8. If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02884434. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:04/29/2024

  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.

  When I call Amwell at ************ or use my online portal to book a mental health (over the telephone/telehealth video) counseling session, they require me to prepay the amount of $109 on a credit or debit card, against United Healthcare's (UHC) policy agreement which allows for "Zero (0)" Copay for mental health sessions conducted over the telephone. I have had a UHC supervisor call them and advise that they are not allowed to charge customers who have valid insurance policies the full amount for a session, but Amwell is insistent upon charging mental health customers in advance for service, in lieu of billing UHC, because Amwell's higher *** have instructed them to do so. This is fraud and deceptive business practices . Please advise *****************************

  

  Business Response

  Date: 05/06/2024

  Dear *********************, 
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 02820663). 
  
  Please be advised that the insurance outage is related to the Change Healthcare cyberattack. While this cyberattack continues, you will be required to pay in full for telehealth visits and request a refund manually by emailing our support team, or submitting the claim to your health plan directly. We apologize for this inconvenience. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02882805. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disagree with Amwell's response. Yes, there was an outage with ****************************** (UHC), which has nothing to do with my situation. Managment from UHC called Amwell and advised that Amwell is prohibited, per contract with UHC from making patients such as myself prepay for services on a credit card, and then contacting UHC ourselves to filed our claims and then asking Amwell to reimburse us. This process, implemented by Amwell, violated the very contractual agreement that Amwell signed with UHC. I will not prepay to see a virtual doctor with Amwell because those visits have zero copayment, and does not require prepay. Again, Amwell has been presented by UHC with the opportunity to accept seeing patients virtually under the contractual agreement there is no copay or prepayment agreement, and that Amwell is instructed to send a paper bill in to UHC claims division for reimbursement. Amwell is a business fraud and committing a bait and switch, which is deceptive business practices and not allowed. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 05/30/2024

  Dear *********************, 

  I apologize for the time that has elapsed since your initial communication with us through BBB. We thank you for making us aware that you have a ***************** plan. We're working hard to find a solution to this issue and will reach out once it has been resolved. Thank you for your patience as we work through this together. 

  Thank you,
  ********
  Support Specialist, Amwell Customer Support