ComplaintsforADHD Online

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used adhdonline.com got my assessment returned with supposed diagnosis (syntax error)l contacted chat support about this issue and apparently they have an incompetent IT department as they haven't fixed issue that's 2 days old. I have a feeling I have been scammed."? * Line 1, Column 1 Syntax error: value, object or array expected." Is my supposed diagnosis!

  Business response

  05/17/2024

  Hi ****, as we have explained, our IT department is working on fixing this issue and our support staff has been in contact with you throughout all of this. If you would like a copy of the IT request that was submitted, feel free to reach out to our support team and we'd be happy to send proof of this.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been a terrible experience. I finally reached out to get treatment for the **** I was diagnosed with as a child, and immediately have been accused of being some drug fiend. They had no problem with taking my money for a new patient assessment and then again for the doctors visit, which are apparently both nonrefundable. The doctor was great and really explained to me the difference between the medications and I left feeling confident that she had chosen the correct treatment for me. However, a week later when I went to schedule my followup there was a message that I'd been banned from the practice. I sent an email to find out why, and they told me that they believe I lied to them and am also picking up drugs in a state that I've never been to. They told me which pharmacy it was and made me do my own investigation, only to call and find out there's another person with my name and birthday, but we have totally different accounts and use different IDs for pickup. The pharmacist told me that they couldn't share any more private information but to have the doctors office call them and they'd clear it up. Well ADHD online said they wouldn't call because it was between me and a pharmacy I've never been to and I'd have to somehow find absolute proof that I wasn't this other person. Waste of time, money, and quite frankly insulting. The practice falsely accused me of fraud and refuses to even attempt to verify their mistake or refund me the money they wasted.

  Business response

  04/11/2024

  Hi ****, I hope I can clarify any confusion. Generally speaking, when a provider searches a patient in the ***** it shows under their profile when and where prescriptions have been sent or picked up. If there is a discrepancy with a patient account on the pharmacys end, unfortunately there isnt much we can do. The patient would have to resolve this with the pharmacy to figure out why they are reporting supposedly false information to the patient account. In this situation, a refund would not be approved as services were completed and rendered to the full extent agreed upon. While our refund policy is congruent with the rest of the healthcare community, we understand it can be upsetting and we apologize if that is the case.

  Customer response

  04/11/2024

   
  Complaint: 21559785
  
  I am rejecting this response because:

  For one, services we're not rendered as expected. I paid for a new patient assessment under the false impression that I would be beginning a long term care with the practice, only to be kicked out without any notice for circumstances beyond my control and have to start over somewhere else. 

  Furthermore, saying it's my responsibility to fix this is ridiculous. The only thing I've been provided was the location of the pharmacy you claim I'm using. I called them and they said it's a different patient and they have no idea why you would see it looking for me. I'm clearly not a medical professional and didn't even know your dmpc whatever existed. You're telling me it's between the pharmacy and myself. The pharmacy said it's an issue with your practice, but said you could call them to work it out. I even gave you the name of the pharmacist I talked to but I was told that you couldn't even talk to them and I had to figure it out myself. You could at least let me know how to dispute this. Do I file a police report? Call the **** **** FDA? 

  All you've done is taken my money and then said well you're out of luck you'll have to fix this on your own. If you weren't so dismissive and at least acted like you cared or wanted to help, we wouldn't be here and could've worked this out. 
  
  Sincerely,
  
  *********************

  Business response

  04/18/2024

  Hi ****, we have explained the situation to you and have done what we can on our end. If you have any further questions or concerns, please feel free to contact our Chief Compliance Officer at ************************************* Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the ADHD online service and filled out a questionnaire. I started this on 10-26-2023 and completed it on 3-04-2024. The questionnaire took me a long time. I kept getting pulled into different tasks, and I forgot about it. The report said that their findings are attention-deficit hyperactivity disorder, predominantly inattentive type (F90). There is no recommendation on medicine, but I recommend counseling. If you found ADHD in your assessment, how would counseling help, which is an extra charge? To also meet virtually with the doctor, it's $199. My friend took the same test, and she received the same results. Also, the site claims that they use doctors in the state, but there is no record of a ***************************** in the *************.

  Business response

  03/05/2024

  Hello, thank you for taking the time to leave us your feedback. When taking our assessment, it is important to note that this is a formal psychological assessment that results in a diagnosis either including or excluding ADHD. Medical management is a separate service that is offered in most states, but not all. A psychologist will make recommendations going forward for the patient, that the patient can proceed with or choose their own path. Assessment results can also be brought to a local provider for next steps as well. If you have any other questions, feel free to reach out to us at ************** M-F 9a-5p EST

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been using ADHD online for a few years now and had no issues with the first provider I saw. Unfortunately that physician left the practice and the dr I have used the past two months has been horrible. First issue was prescription sent under the wrong name. I had been assured that my name was updated in their system prior to the prescription being sent over to my pharmacy. This was not correct and I waited several days for this to be resolved once my pharmacy reached out to ADHD online support due to their error. Now after spending another $169 for a follow up appointment my prescription was never sent to my pharmacy like the doctor said. It shows on the ADHD online website but my pharmacy has never received it. I sent a message to ADHDonline support and have tried calling and getting zero response. Avoid this company at all costs! They will take your money and run!!! Not worth it!!

  Business response

  03/05/2024

  Hi ********, thank you for taking the time to leave us your feedback. We are sorry for the frustration you have been facing lately. We do want you to be aware of a cyber attack issue that has affected many medial providers throughout the nation that we are working very hard to keep up with. Although it is out of our control, we do recognize that these added hurdles can interfere significantly with our patients' care. I see you have been in contact with a few of our support agents and medical assistants regarding this matter. If you are in need of immediate assistance, please feel free to give us a call at ************** M-F 9a-5p EST. Thank you and take care!

• Initial Complaint

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  0n 12/08/23, I started the patient intake process with ADHD Online LLC. They didn't tell me that the first part of the intake requires an assessment at $179, and they did not give an option to opt out of the assessment to proceed to speak with a licensed clinician. Once the assessment section is surpassed, there is another paywall to see schedule an appointment with a clinician at $199. This was not made known to consumers at the time of starting the process. It would appear that the $179 would cover these services in full. After scheduling with the clinician, this individual cancelled our appointment an hour prior. So essentially I paid $378 for no services rendered. At no point in time did I enlist the services of ADHD Online for the sole purpose of taking a very expensive assessment. I only signed up to receive actual care, which this service cannot provide, because the only provider in my area canceled our appointment after payment.

  Business response

  01/11/2024

  Being assessed for ADHD and being treated for ADHD are two separate services entirely. We have a team of licensed psychologists that are qualified to review these evaluations and a separate team of physicians that are licensed to prescribe in their respective states. Our assessment is offered in all 50 states, however medication management is not offered nationwide. More information on the fees associated with both programs are located on our website here: *******************************************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi. I had first appointment with MD in my area yesterday and I'm sure she didn't read my assessment in full at all. The doctor asked the question like what's the difficulty right now which something she should have known before our appointment. She asked only 5 questions to me which she can think I have mild depression? and prescribed me antidepressant when she said she was going to start non stimulant strattera for treatment. When I answered my question on your assessment screening other diseases, I answered "Yes" to the question of "Believe symptoms due to ADHD, not Depression or anxiety?" and I wrote explanation about why It is not due to depression or anxiety. I answered most of questions thinking they are asking about my ADHD symptoms since most of the questions are same or similar. For example, "Trouble concentrating on things, such as reading or watching television: Nearly every day" / Moving or speaking so slowly that other people have noticed, or being fidgety or restless:More than half of the days etc. And there is clear diagnosis by psychologist saying "Symptoms are not better explained by another mental health disorder" and I don't understand why I got prescribed "ANTIDEPRESSANT" which can be harmful to people who don't actually have. And I didn't hear any instruction what to do and avoid during medication process from Dr during appointment. I'm asking you refund for either $199 first appointment with Dr. or $129 assessment fee. Not both since I know its my fault that I proceed to first appointment without knowing your assessment is not accepted by local pop or finding out wrong things on the assessment. I found out that the assessment from your platform is not accepted to other local pcps. They will ask to do whole new diagnosis process since they don't trust assessment from this platform.

  Business response

  12/11/2023

  Hello, thank you for taking the time to leave us this feedback. At ADHD Online, we allow our providers full clinical discretion when determining their treatment plans with patients. If they feel like stimulant medications are a viable treatment option, they will mention it during the appointment. If the patient believes it would be a good option, they are also welcome to bring it up to them at their appointment. However, we do not guarantee any medications will be prescribed, as that is a decision made solely by the provider and only when deemed clinically necessary. 

  If you are experiencing side effects, please reach out to your provider directly for assistance. In the case of an emergency, please call 911.

  Customer response

  12/14/2023

   
  Complaint: 20959233
  
  I am rejecting this response because:
  

  I already explained everything on the initial complaint and adhdonline.com is saying irrelevant thing. Again, """Hi. I had first appointment with MD in my area yesterday and I'm sure she didn't read my assessment in full at all. The doctor asked the question like what's the difficulty right now which something she should have known before our appointment. She asked only 5 questions to me which she can think I have mild depression? and prescribed me antidepressant when she said she was going to start non stimulant strattera for treatment. When I answered my question on your assessment screening other diseases, I answered "Yes" to the question of "Believe symptoms due to ADHD, not Depression or anxiety?" and I wrote explanation about why It is not due to depression or anxiety. I answered most of questions thinking they are asking about my ADHD symptoms since most of the questions are same or similar. For example, "Trouble concentrating on things, such as reading or watching television: Nearly every day" / Moving or speaking so slowly that other people have noticed, or being fidgety or restless:More than half of the days etc. And there is clear diagnosis by psychologist saying "Symptoms are not better explained by another mental health disorder" and I don't understand why I got prescribed "ANTIDEPRESSANT" which can be harmful to people who don't actually have. And I didn't hear any instruction what to do and avoid during medication process from Dr during appointment. I'm asking you refund for either $199 first appointment with Dr. or $129 assessment fee. Not both since I know its my fault that I proceed to first appointment without knowing your assessment is not accepted by local pop or finding out wrong things on the assessment. I found out that the assessment from your platform is not accepted to other local pcps. They will ask to do whole new diagnosis process since they don't trust assessment from this platform."""

   

  This adhdonline.com is not right. After first appointment with provider I didn't go to the pharmacy and didn't get prescribed anything because I cannot just take ANTIDEPRESSANT based on only simple 5 questions of the appointment day when a provider doesn't know any info about my assessment ( which is useless because you cannot find no in person doctors who will take it seriously) and history. Adhdonline.com has 2 options. One is to provide refund for both $199 first appointment and $129 assessment fee. The other is refund one of both when things are generously considered in this whole situation. I have zero will to work with this adhdonline.com with my ADHD treatment in the future. As you can see the ****** reviews of this company many people are scammed like me. 

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

  Business response

  01/04/2024

  Hello, we do not guarantee any kind of medication to any patient that participates in our medication management program. This is a decision that is made by the patients' provider based on their clinical judgement. Once an appointment has been completed, it is a completed medical service and we cannot offer a refund. If you have any questions, please feel free to reach out to us during our regular office hours. 

  Customer response

  01/08/2024

   
  Complaint: 20959233
  
  I am rejecting this response because: refund is needed unethical company
  
  Sincerely,
  
  ******************

  Business response

  01/09/2024

  As explained previously, a refund is not owed in this situation per our company policies. Policies that align with much of the rest of the healthcare industry. Take care.

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 6 2023 I was charged $179.I did NOT buy from this business. I have called my bank as well as adhd online and they said there was nothing they could do. My bank suggested filing a complaint here to help get me my money back.Please help me thank you so much I hope you have a wonderful day:)

  Business response

  12/03/2023

  Hello, thank you for reaching out. If you are experiencing fraudulent charges on your account, the best plan of action is to report this to your bank and dispute the charges. We are very sorry you are having this experience. In certain situations like this, there is unfortunately not much more we can do as we have to abide by the ***** code of ethics.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally complain about the deceptive practices of ADHD Online, LLC. I recently utilized their services and encountered several alarming issues that I believe warrant investigation.Upon visiting their website, I was led to believe that I would receive a thorough medical evaluation for ADHD with a licensed doctor. However, after completing the payment process, I was directed to a generic quiz rather than a consultation with a qualified professional. Subsequently, I was informed that the rest of their service were not available in my state, even though they advertised them being available before checking out.This misleading process not only wasted my time but also jeopardized my health by delaying the necessary care. Despite numerous attempts to address these concerns with their customer service, I have received inadequate responses, demonstrating a lack of commitment to resolving customer issues.Moreover, their refund policy is questionable, as they seem to handle chargebacks by involving collection agencies. This not only suggests a pattern of shady practices but also indicates a reluctance to engage in fair and transparent resolutions with dissatisfied customers.I urge you to investigate the practices of ADHD Online, LLC to protect consumers from falling victim to their deceptive advertising and substandard services. I appreciate your attention to this matter and hope for a swift resolution and a refund for a service I did not receive.

  Business response

  11/17/2023

  Hi *****, thank you for taking the time to leave us your feedback. ADHD Onlines comprehensive and proprietary assessment contains embedded DSM-5 criteria guidelines for assessing and diagnosing ADHD, anxiety, and depression. The assessment will ask the patient to answer ******* questions covering many different areas including symptom tracking, family history, trauma history, psychological history, and other mental health concern screeners. Our formal assessment utilizes validated tools such as the ****7 and PHQ-9. It is routinely updated to include new screeners such as the Bergans scale for social media addiction, ASRS-2, and a screener for Binge eating. We routinely collaborate with industry leaders in order to continue implementing improvements to our assessment. We do not offer medication management in all 50 states, we apologize for any confusion but this information is available to everyone before signing up for our services through our website ************************************* under the "Treatment" tab. It is any potential patient's responsibility to review this information prior to signing up to make sure we are a good fit for them. If we do not offer medication management in a patient's state, their assessment results can also be taken to a provider outside of our company to pursue their options elsewhere. 

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company after almost a year of helping get my meds being a trucker. Decided to leave my script in **************** 930 miles round trip. After the supervisor gave permission to transfer to **** so I could pick it up. They then by using a lame typo as an excuse dicided to wrongly discharge me and keep the assessment startup money. Yet didnt transfer my meds. Their customer service completely sucks! They clearly cannot do their job! Even though Im off work on medical I spent 19 hours time and $230 to go pick up my meds. I require the assessment money back asap. To use to start with a new provider. No exceptions! Lawsuit and medical malpractice complaints and suits are next!

  Business response

  11/09/2023

  Hi *******, thank you for taking the time to let us know about your experience. In essence, we have no problem working with traveling patients, however this can come with added hurdles. In order for this type of situation to be successful, we would need cooperation and appropriate planning on the patients end. Especially in times of a national medication shortage, it is critical for patients to stick with one pharmacy. Some of the prescriptions that we work with are federally regulated which comes with stricter rules that we fully intend on following in any situation. We thank you for your time and hope you take care.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son had a telehealth appointment on September 5, 2023. He was seen by a nurse practitioner, *************************, who was much too busy playing with her cat and annoyed at the beginning of our session. This was our first encounter with a medical health professional on this site. My son had completed an ADHD assessment before this date, and he was diagnosed with ADHD by one of their doctors. What should've been a brief interview with **************** (since my son had already been diagnosed on their platform) became a grilling session about my son's life history. She asked only one question pertinent to the problem for which my son was seeking treatment and then abruptly concluded our appointment. She promised to get back to us and resume our session, for which she stated we would not be charged. She did not schedule another session but discharged us from the practice, citing several false allegations. We received a letter from the Chief Compliance Officer informing us of this. I called the company, and I did not receive a return call, as I was promised. I called twice about this and could never reach another customer service agent again afterward: I would be placed on a very long hold (which was normal), except this time, my calls were terminated. In one instance, when I did speak to an agent, I was told that they [the company] could not force their medical providers to take on clients they did not want. Since this nurse practitioner did not like us, we should not be penalized by having to pay for a visit that she terminated for no apparent reason. We should also not have been discharged from the practice because she didn't like us. These issues are her problem, not ours. This company has a staunch policy of refusing refunds to clients for any reason. They threaten (on their website) that chargebacks will be reported to credit bureaus even though they did NOT deliver the service they promised to provide.

  Business response

  10/11/2023

  Hello, thank you for taking the time to tell us about your experience. Our providers are well trained and experts in treating ADHD and the company relies on their clinical judgment to make these decisions. We are sorry we ended up not being the best fit for you, but we wish you the best on the rest of your healthcare journey.

  Customer response

  10/12/2023

   
  Complaint: 20720024
  
  I am rejecting this response because: The message from ADHD Online is boilerplate and doesnt respond to my specific issues. They did not provide the service I paid for, and I dont believe we are an isolated case. Therefore, their business is run like a scam, in my opinion. We paid for a session that was terminated by the provider because she didnt like the client.

  They are a healthcare provider. It is unethical to dump a patient for personal reasons. They failed to refund us for services not rendered and did not offer continuity of care. However, I realize that the BBB does not determine errors in clinical judgment or practice, so I will stick to the points of contention that do concern the organization: ADHD Online ignores reasonable requests for communication and resolution to many issues, which include their billing. They refuse to respond to messages within their portal, even when asking for simple assistance with their website, and promise that they will upgrade your concerns to a supervisor while never hearing from them again. Ultimately, they avoid all attempts to get them to assume responsibility to the client. 

  They promise a smooth experience and a user-friendly platform on their website. Neither is true. They are an unresponsive entity with predatory practices aimed at enticing disadvantaged portions of the population that do not have easy access to healthcare. Once users have paid into their system, they have zero recourse to those funds for undelivered care. (Emphatically, I am not speaking of customer satisfaction as the problem here, but follow through and completion of services).

  Thank you for taking the time to read this.
  
  Sincerely,
  
  ***********************

  Business response

  10/19/2023

  Thank you for this response, we have gone back and forth a lot with you on this matter and we have explained many times that your situation does not warrant a refund. I am sorry for the frustration this has caused you, but our providers must use their best discretion in making these decision and we trust their clinical judgement. Patient support, management and our Chief Compliance Officer have discussed your concerns with you directly and there is no further action to be taken on our end. We wish you the very best.

*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. ↩