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:08/24/2022

  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.

  During the pandemic, I used Amwell telehealth because of fear of in person visits. You need to pay up front. When I reviewed my Explanation of Benefits (EOB) from my insurance company, I realized Amwell had been consistently overcharging me. I cannot believe I am the only person for this to happen to -- they need to be held accountable. I contacted them numerous times and they claimed the EOBs were wrong (other than one, where they admitted overcharging, and refunded money) and would be resubmitting to the insurance. In May they told me it would be handled within 30 days (Amwell case #: ********). It never was. In July I contacted them again. In August, I received a response that they were doing the same thing they had supposedly done in May -- resubmitting claims (Amwell case # ********). I then contacted them telling them that I had already received an EOB that indicated they owed me money -- but I still do not have that money. that it would be quickly handled and it still hasn't been -- despite them reprocessing the insurance claims. I still do not have my money back.Dates of service:3/20/20 (should have been free, charged $125)10/20/20 (should have been free, charged $125)11/05/20 (should have been free, charged $60)12/08/20 (should have been free, charged $60)2/1/21 (charged $60, EOB says 0)6/7/21 (should have been at most $60, charged $125)1/3/22 (should have been $60, charged $125, refunded the other $65 upon request)Again, I believe this to likely be a pattern for Amwell, considering that there would be no reason to overcharge me and not others. For the good of patients, in addition to my money back, with interest, I would like to make sure you open an investigation into their practices. I'm attaching the relevant email chains, which show they just stop responding when pressed for an answer. This is true even after EOBs have been resubmitted and have showed that I am entitled to a refund.

  

  Business Response

  Date: 09/06/2022

  Hi ****,

  We sincerely apologize for the frustration/inconvenience here. This issue is currently being worked by our Quality team, who have been on contact with you regarding next steps/refund status. The last correspondence I see is that a paper check was being issued to you for the amount requested. Please feel free to follow up in the salesforce ticket tracking this inquiry and our team will be happy to answer any follow up questions that *** be posed.

  Thank You,

  **** | Support

  Customer Answer

  Date: 09/18/2022

  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. 

  Amwell is refunding me $370, which I was fraudulently charged throughout the years. I am not being awarded interested, but I have agreed to waive that interest if I get the payment promptly. However, I have asked the BBB to do a thorough investigation into the practices of Amwell. This money was fraudulently taken from me -- I was incorrectly charged in all but one of my online visits. This cannot be an issue limited to me. Amwell must be fraudulently charging people on a mass scale.

   Additionally, it has taken me dozens of hours and months for Amwell to investigate this issue. In fact, they continually dropped investigating it until I went to the media and the BBB. Others might not be as well-versed as me and might not know who to contact, or they simply just might drop it. However, the BBB is in a position in which they can investigate and put an end to Amwell's fraudulent practices. 

  
  Regards,

  Cara