ComplaintsforViva Care Medical

• Initial Complaint

  24/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Saturday May 20th I had an appointment to receive a doctors note from this business and I paid $40.00 in advance. The doctor I talked to told me I Easter her time and refused to help at all then hung up on me. They have yet to refund me. Illegal considering no goods were exchanged for the $40. Even worse this doctor has the worst reviews I have ever seen and should not be practicing anymore. (************). There are many reviews alluding to the fact that she even possibly obtained her license illegally as she never seems to know what she is talking about.

  Business response

  05/06/2023

  Hello BBB,

  Thank you for letting us know

  Attached are the supporting documents

  This is to confirm that we forwarded the complaint right away after we received patient email for ***********,

  Our team apologized with patient and successfully guaranteed refund the $40 already

  We did our best to help patient but *********** as Dr advise patient to connect with other doctor as she cannot help on this matter over the phone

  Please see attachments

  Hope this helps

  Thank you

  Sincerely,

  Telehealth Team

   

• Initial Complaint

  21/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 19th I booked a telehealth appointment with vivacare for July 20th at 2pm. My appointment was changed without notifying me (time and doctor were changed) and a doctor called me at 12pm instead. I tried calling him back but there was no response. I reached out to vivacare via email (because they have no customer service phone number to call into) and inquired why my appointment was changed without notice, and if they are still going to honour my original appointment. I asked this question to them multiple times and was ignored. They advised me to make a new appointment (which I couldn’t do because their website doesn’t allow you to book multiple appointments within the same day. Then I was advised to cancel my appointment and book a new one, which I also couldn’t do because you can’t cancel an appointment that is within 24 hours on their platform. Then I was told the doctor would call me at 2:50 (mind you, they never consulted me about what would be a good time to rebook me, and gave me about a 5 minute notice for this call) and no one called. I asked them what is going on and they told me the doctor had two patients ahead of me. Still no call. I believe the doctor tried to call me at 4:45 but I’m not sure because the number was blocked. Either way, if it was them, it was 2 hours after I was told they would call me. I again questioned why they changed my original appointment without notice and asked what is going on. I was then ignored for the rest of the night. I requested the supervisors info as well as their complaint process and was ignored. The telehealth coordinator also was extremely unprofessional in their emails. Using abbreviations and a huge lack of proper grammar.

  Business response

  23/08/2022

  Hello BBB,

   

  Thank you for message and updating us

  Our patients feedback is very important to us

  Just to update, our office received unusual volumes of patients and arises during Covid 19 Pandemic and post pandemic leaving medical team doing their very best to help and accommodate everyone with best we could.

  We re-checked the thread communications and we could see there's a miscommunication in between staffs and with ****** that time.

  We could see at the chart as well that, Dr S**** of Viva care was able to help connect with patient despite of delays due to highest call patient volume that time.

  We could see as well that Rx was successfully sent to the pharmacy of our patient that time.

  Coordinator on duty gave the supervisor email contact after several emails from our patient. Our manager was able to contact ****** at: ************** ensuring patient to help her and educate the staffs and to improve any gaps during the visit

  After this feedback, our Manager set up a meeting to all the team in regards with this matter and to ensure improve quality, patient care to our patients what we usually do.

  We apologized for ****** *** in regards with this matter and we appreciate her giving the Coordinator on duty a feedback. This is important to us.

  Our patients could also visit nearest Walk in , dial 911 or 811 for Nursing hotline for any urgent care for the day

  Our team is working our best to help and accommodate everyone with best we could as always.

  Thank you 

  Regards,

  Telehealth Team

*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. ↩