ComplaintsforGreen Health Docs LLC

• Initial Complaint

  01/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I set up an appointment for today 1/26/24 at 645pm with Green Health Docs on 1/25/24. I paid 150 for the visit for the recertification of the MMJ card. I logged on to the link for the visit at 635pm and waited until 705pm to attempt a call and also email regarding the provider not showing up. I looked at emails again and noticed that 2 emails from Green Health showed different times 1 at 645pm and one at 745pm. I thought oh maybe I'm early so I waited until 805pm with no show from a doctor at all. again I emailed and there was no response and the telephone stated closed. I just want a refund for my money because the emails did not disclose the time zone for the appointment and that is why it never happened. I am attaching the screenshots of emails sent and the payment made and the difference in times shown with lack of time zones.

  Business response

  02/05/2024

  Patient requested a refund and refund was given right away. This patient is in Arizona. Arizona does not support daylight savings time change. Our scheduler does not realize this and has sent patients the appt in Pacific time zone. This has caused confusion and we certainly apologize for that.  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the 16th of January I was told that I was being refunded on the 19th it still hadn't showed so when I called I found out that it had just been processed. It was lies after lies I still haven't gotten it

  Business response

  01/24/2024

  Good afternoon, in order to be able to assist, I will need the patients information. I have searched our data base and do not show anyone under the information provided. Name that is given in this compliant ******** **** This is not a patient of Green Health Docs. I look forward to your response. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Green docs health is overcharging customers, forcing us to have our renewal appointments 30+ days early and then shorting us a full month or more of medication. They are charging for 12 months of service when they are only providing 11. The doctors aren't even concerned if you have a real ailment. They just want the money like most just want the marijauana. Smh making it hard for REAL PATIENTS

  Business response

  01/29/2024

  Good day. Green Health Docs provides Medical Marijuana certifications to patients across 30 + states. The process in which you become and stay a patient is different for every state.  Green Health Docs does the best we can to remind patients of expiring medical cards according to the patients last visit with us. Mrs. ******* is a Maryland patient was us. In Maryland, patients have to have a medical certificate from a medical provider and they also need to be registered with the state of MD as a patient. We do send reminders that patients are due for their next years visit 30 days before. We do not force anyone to be seen at that time. It is expected that the patient knows their own exp date and schedules their appt accordingly.  Mrs.******* has been a returning patient with us for many years. The process has not changed over these years. The majority of our patients value the early reminder so it gives them time to gather the funds for this appt. Green Health Docs representatives do not have access to a patients state acct. That acct is where the true exp date is located. Only the patient and the Maryland Cannabis Administration have access to this.    Green Health Docs and The Maryland Cannabis Administration are completely separate entities that do not share information due to HIPPA. The price to renew your certification, if you are a returning patient, is usually $150.00  with Green Health Docs. Mrs.*******  was not been charged $150.00 or $250 like she claims in this compliant. In fact Mrs.******** has not paid the full renewal fee since 2021. We have always discounted her appt. This past appt she was given a coupon for $50 off dropping her renewal fee to $100.00.  Given Mrs. ********* ******* was seen early and this caused her to lose almost a month off her certificate, I will prorate and refund the month of certification she lost. This will be in the amount of $12.50. Another point to note,   In April of 2023, our office was contacted by Mrs.******* for an allotment increase. In order to complete the increase the patient was required to be seen by the provider again resulting in the patient being seen early. I cannot refund a charge of $250.00 because we did not receive a payment of $250.00. I have included screenshots of email communication, refund and past appts with payments paid attached. 

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1-14-23 I called Green Docs Health for information regarding how to obtain a medical marijuana card for pain for trigemnal neuralgia. I have been to my family doctor plus three neurologists that prescribed medications that do no good plus have terrible side effects. I immediately asked the person who answered the phone if the process involved sending records to them on the computer as I don't know how to do that. She assured me that would not be necessary and set up an appointment to become certified and took my credit card information for the payment of $120.00. She then sent me a link that required giving them all my personal information, including SSA number and birthdate, which I unwisely filled out and then the next step required downloading and sending them my driver's license and proof of medical condition. I don't know how to do that so I called back and the man I talked to suggested asking someone to help me which I don't have. My daughter is ill and I don't want my neighbors knowing my business. I asked to have to appointment cancelled but he kept asking me to reschedule and after a long argument he finally relented and said my money would be refunded which it hasn't but it probably hasn't had enough time. My concern is now they have all my personal information which could be used for identity theft. I didn't finish the application but don't know how long the information remains on my application. I have frozen all three credit bureau accounts plus notified Social Security that put a lock on my account. Hopefully this will give me some protection but I will still have to reverse the process if I want to purchase anything that requires a credit check. I hope you can find out how long Green Health Docs keeps personal information and who has access to it and how it's safeguarded. They also need to be truthful with those who call for information instead of immediately signing them up for a service they are not able to access.

  Business response

  01/24/2023

  Customer was refunded the day the request for refund was made. I assured the customer that her personal information was destroyed and would not be used for anything further. There is an expectation that customers have done some research on their own. These are state sponsored programs. When participating in any state program, you will likely need to supply your personal information.

  Customer response

  01/26/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The person who called me assured me that my personal information would be deleted. The refund for my cancelled appointment appeared on my credit card a week after my request although it is still pending at this time (1-26-23.)
  
  I was disappointed that instead of accepting any responsibility whatsoever for this problem, the person I talked to laid it all on me. The first person I talked to in my initial call gave me false information to the first question I asked but yet I was the one to blame for not doing research. All of this could have been avoided if she had just been truthful, research or no research. I would have ended the call and it would not have gone any further.
  
  Also, being a state sponsored program does not mean their employees are actual state employees that are vetted as state employees are. Anyway, I am relieved that my personal information has been deleted. I just hope the person who called me with this information is more truthful than the first person I talked to.
  
  Thank you BBB for your help.

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today I scheduled for a 4:00 PM PDT appointment waited for 20 minutes, the doctor never showed up, called support and was told over and over I wouldn't be allowed a refund and could only reschedule. I pre-paid for a service and was not given my service I want my refund, I don't care that I can schedule it another day I no longer wish to use your service as it is VERY clear how professionally this business is run if they force you to pre pay and then refuse to give you any sort of compensation besides a reschedule, it was supposed to be convenient for me, I prepaid so it would be, and I was told "tough luck you don't get a refund" this needs to be fixed immediately

  Business response

  12/07/2022

  Business Response /* (1000, 5, 2022/11/11) */ The provider this patient was going to see was stuck in a snow storm. As soon as the provider got home, she started contacting all the patients. The Call Center HUB is located in MD and works off Est zone. The state this patient was scheduled for is Washington they are on PST. By the time the provider knew she was going to be late the call center was closed. I am happy to give a partial refund. After reviewing the call it appears this client asked for a refund if the provider didn't show for the rescheduled visit.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for an appointment well in advance for October 11, 2022 at 4pm. The "doctor" (Mariah ******* never showed up. The staff tried contacting her, but she wasn't answering. I had to leave to go to work (it was only supposed to be a 15 minute appointment) and Ms. Grispi called me at 4:40pm and wanted to have the consult while I was driving. I said I already rescheduled and didn't want to video call and drive. She was very rude and hung up. She called back again, mumbled something and hung up. I got a call later saying Ms. Grispi cancelled my next day appointment. She was extremely unprofessional for not showing up and she has all my medical records. I still haven't received a refund. I've attached the folllowing : z.jpg the original appointment z2.jpg the rescheduled appointment made by staff z3.jpg the cancellation by Ms. Grispi They won't answer my questions regarding the refund.

  Business response

  11/02/2022

  Business Response /* (1000, 7, 2022/10/21) */ ***Document Attached*** Tracy ******* had a telehealth appt with Green Health Docs. These appts are no different than being in a doctor's office. It is to be expected that your appt may not be at the exact time you scheduled for and that you should allow for extra time. After 15 mins of waiting for the provider to show to the appt, Tracy ******* contacted Green Health Docs to let us know the provider was not on the appt and that she needed to go back to work. Tracy ******* was yelling and cussing at the representative and would not allow the representative to explain the situation. We contacted the provider right away. The provider contacted us right back. She explained she had encountered an emergency at the hospital she works at and would be right with Tracy *******. Due to it being an emergency, Green Health Docs was not notified right away which led to us not being able to notify Tracy *******. 30 mins after the scheduled time Tracy ******* and the provider connected. During this call it seems there were some unpleasant comments made to the provider from Tracy ******* that led to the provider deciding against certifying her. A refund request was submitted for her that evening and processed the very next morning. Management sent Tracy ******* an email apologizing on behalf of the provider along with documentation proving her refund was completed. She was very unhappy with this and did not believe her refund was processed because the money was not back in her acct. I explained to her that we cannot control processing time. I have attached email conversation with Tracy ******* and a copy of the refund receipt. Please let me know if there is anything else I can do for you. Consumer Response /* (3000, 9, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was zero cussing from me. Ms. Grispi called 40 minutes later while I was in the car. I told her it was unsafe to have video call while driving. She got irritated and said she wouldn't treat me. she then called again and was extremely unprofessional.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 24th, 2022, my wife and I made separate appointments and found out we would not qualify in Alabama due to the current laws regarding medical Marijuana we immediately canceled the appointments, and we were charged 300.00. We requested to be refunded for the full amount and have not received any confirmation or payment to our account. We tried reaching out to the company but have not succeeded yet. We now are filling complaints with the BBB and seeking legal advice as well.

  Business response

  10/24/2022

  Business Response /* (1000, 9, 2022/09/08) */ Mr. Gilbert and his wife both made appts on August 24,2022 @1:18pm. On that same day he contacted Green Health Docs via text message letting us know he canceled his appt and wanted to know when he would receive his refund. The time of this text message was 3:25pm on the same day August 24,2022. He canceled his appt at 3:22pm. He did not call our office, only communicated via text in which he was responded to within 30 mins. (I have included this record). He was made aware that his refund request was made and that it would take a few days before seeing back in his acct. Our response back to Mr. Gilbert was at 3:53pm August 24, 2022 He did not provide his wife's name at this time. I had to contact Mr. Gilbert to get his wife's name. Both Mr. Gilbert and his wife were refunded on August 26,2022, Well within the alloted timeframe in which Mr.Gilbert was given. Mrs.Gilbert contacted Green Health Docs and was responded to as well within a timely manner. I believe Mr.Gilbert made this compliant right after canceling the appt before even allowed us time to respond. If Mr.Gilbert would have contacted our office by phone call he would gotten a quicker response. I hope that Mr and Mrs.Gilbert are happy with the outcome of this matter. Please let me know if there is anything else I can do for you.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just submitted a complaint to the Texas DPS and Compassionate Use Program about this company and one of their doctors. I was evaluated for PTSD by**** Rodney **** (a current Green Health Docs prescribing physician/employee). When I tried to refill my prescription, I learned via the dispensary that **. **** had entered my data wrong, which showed my account to be maxed for the year, when in fact I was significantly under for even the month. I have now been trying since July 1st to reach *** **** so that he can correct his mistake. Green Health Docs has stated that they have tried to reach him several times. However, he is also unresponsive to them. I have asked on two separate occasions to speak with a Green Health Docs supervisor and been told both times that the only way for a patient to speak with a supervisor is if the supervisor is emailed by a call rep and then the Supervisor will call the patient back. I have never received a call back and was left on hold yesterday for over a half-hour, then disconnected, when I told the rep I would wait until she found a supervisor to take the call. When I try to reach the doctor direct - HE IS NOT LISTED IN CURT. When I call the DPS, Compassionate Use Program to get his contact info, I'm told that if he's not in CURT, there's nothing they can do. Yet, a representative from dispensary confirmed that they are still getting new prescriptions regularly via *** ****, A VIOLATION OF TEXAS STATE LAW. A Google search for *** ****** practice provides the physical address of a Plano strip mall. When you call the two phone numbers listed, one is a trucking-transport company, the other is a dentist office who has never heard of *** ****. Three weeks into trying to refill my prescription, Green Health Docs has the legal responsibility to put me in contact with their employee - *** ****** ****, as my registered physician, per **** - yet fails to do so.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/07/18) */ Good evening. I searched our entire patient database and do not see that **. ***** is a part of our patient database here at Green Health Docs. The providers contracted by Green Health Docs may be employed by other companies or have their own practices. We would not have access to another companies' patient base. Green Health Docs employees cannot be expected to pass information from a person who is not a patient of ours, to a provider that may or may not be employed by us. Please let me know if there is anything else I can do for you. I am more than willing to assist *** ***** with whatever he needs if he would like to contact me. Jamie ***** **** ****** ******* for Green Health Docs. ***-***-****. Thank you.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was promised 100% refund, and cancelled, and my refund is being withheld

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/24) */ Good morning, this patient was refunded June 22,2022. He made this request on June 17,2022. We do ask that our patients allow processing time of up to 10 days. Please let me know if you need anything further.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came to Green Health over two months ago to apply for my medical card. I'm a 100% disabled Army combat veteran with severe sleep issues and physical limitations from getting hit with a bomb. I wasn't doing this for fun! I paid their $200 fee, had my consultation with the doctor and attended my virtual appointment. At the end of my last appointment the doctor told me I would have my card in 35 days which I have in writing as well. It was taking a lot longer than expected so I reached out to them after 60 days of waiting and asked for a contact number to check the status. I called the state and they said there's NO RECORD of them ever even submitting any of my documents. I reached out to Green Health to resolve the issue and they told me they'd fix it within 48 hours and call me the following day. I've called repeatedly and texted the number they gave me and they're not responding. I looked at some of the other complaints on here and this isn't a new thing for them apparently; other people have had to exact same issue with this company. Their "doctor" has ghosted me completely which is funny considering doctors take the Hippocratic oath to do no harm. I feel powerless to resolve this which is why I'm asking for help from the BBB. They took my money and didn't deliver any of their promises. I just want them to follow through on their promise. That's it.

  Business response

  07/11/2022

  Business Response /* (1000, 9, 2022/07/04) */ I have tried contacting Mr.Hamilton on several occasions about this compliant and to offer my assistance. He does not answer my call, text messages or emails. I reached out to the provider he seen to ensure everything was correct on the certification and to ensure the certification had been issued. Given he would not return my communications, I reached out to the state on his behalf. An agent with the MMJ program in Florida had let me know that Mr. Hamilton has not completed the necessary steps with them to be a patient again . Mr. Hamilton also supplied us with a different address then the state has on file. This needs to be updated as well. After speaking with the agent at the state, I immediately tried contacting him again. He still would not answer my call and to this day has not returned my call. I left a detailed voice message letting him know what he needed to do and to please contact me back so we could get this taken care of. I sent him a text message as well. At this point there is not much I can do without Mr. Hamilton letting me know if he still has a problem or not. Green Health Docs prides ourselves on putting the patient first and getting to the bottom of any issue.

*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. ↩