Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment with Midi. I was told, and my appointment was recorded, that my insurance was accepted by this company. I received a bill and immediately contacted my insurance. My insurance told me the Midi company billed it wrong and they needed to call them. My insurance company told me they do cover this service. **** was gone. I assumed Midi correctly billed my insurance company as requested.I had a 2nd appointment and before the appointment, which was recorded, I confirmed with the ** ******* ****** how to bill my insurance so it was covered. There was no mention of my insurance not covering the appointment. Again this conversation was recorded my Midi. They sent me another bill. I called to discuss and they did not answer. They have not answered in 1 week. I sent emails and they just keep sending me a bill saying they sent me a message before the 12/10/24 appointment my insurance was not covered. I asked them to show me proof of the message and they ignored me. I asked them to rebill my insurance and they ignored me. I have called my insurance multiple times and they confirmed they do cover this service if billed correctly. At this point I do not know what to do as they are not answering my calls.

  Business response

  01/08/2025

  Hi,

  Thank you for reaching out and sharing your experience. I sincerely apologize for the confusion and frustration this situation has caused. This is not the level of service we strive to provide, and I appreciate your patience as we work to address your concerns.

  After thoroughly reviewing your account, I see there was some misunderstanding regarding your insurance coverage. I regret that we did not clearly answer all of your questions. Please know we are taking steps to improve our processes and ensure better communication going forward.

  I can confirm that as of 1/2/2025, we have removed all financial responsibility from your account, leaving you with a $0 balance.

  Regarding insurance coverage, our records show we notified you on 12/3/2024 that your insurance is considered out of network. For this reason, any future visits would need to be billed as self-pay if you choose to continue your care with us.

  We understand this situation has been challenging, and we deeply regret the inconvenience caused. If you have any further questions or need additional assistance, please dont hesitate to reach out. We value your feedback and wish you the very best.

  Thank you for allowing us the opportunity to address this matter.

  Warm regards,
  Midi

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i had 2 appointments with a np on 8/7 and 9/5 and was never told or emailed about my copay or the possibility if I did not meet my deductible that it would be $250 per visit. The visit was less than 30 minutes each time and she never reviewed any labs with me and advised me of the fees. She prescribed meds without even looking at any labs or medical history and told me not to listen to anyone without a *** which she doesn't even have herself. I would have never paid for this meeting. I thought the first consult was free as I never got the Aug bill until after I got the September bill. They were not transparent and to be told well it's on our website doesn't make any sense. I should have been sent a bill since I submitted my information and they could have checked what the coverage would be. Now I am stuck with a $500 bill. When I reached out multiple times I was given a discount of $13.47 which will make no difference and no response or details just refer to our website.

  Business response

  12/04/2024

  Hi,

  Thank you for sharing your experience with us. We want to sincerely apologize for the frustration this situation has caused. Your concerns are important to us, and we truly regret that your experience did not meet your expectations.

  Regarding your billing concerns, we understand how upsetting it can be to receive unexpected charges. While we do not advertise a free first consultation, we acknowledge that the time it took in processing your bill for the first appointment. Typically, we must submit claims to your insurance for processing before confirming the final charges, and this process, along with our processing, can take time. However, we are actively working to streamline this to ensure patients like yourself are better informed about billing and potential out-of-pocket costs.

  In terms of your care, Wed like to clarify our approach to hormone testing. Following the ********************************'s guidelines, we do not routinely test hormone levels because they fluctuate frequentlyeven within a single daymaking them unreliable for guiding treatment. Instead, our clinician tailor treatments based on symptoms and how you respond to specific medications. Your feedback is being shared with our clinical team to improve communication about care decisions in the future.

  To acknowledge the difficulties youve faced and as a gesture of goodwill, we have adjusted your balance by $100. While this does not undo your experience, we hope it reflects our commitment to making things right.

  Thank you for bringing these issues to our attention. Your feedback is invaluable as we work to enhance our transparency and improve the patient experience for everyone. If you have additional questions or concerns, please dont hesitate to reach outwere here to help.
  
  Thank you, 
  Midi
  

  
  

  Customer response

  12/04/2024

   
  Complaint: 22614933
  
  I am rejecting this response because: it is only 100 off from a 500 bill. I think if you offer at least to waive the first visit fee since I was even billed for that until 2 months after the bill for the second that might be an option espeically right around the holidays.
  
  Sincerely,
  
  ******** ****

  Business response

  12/20/2024

  Hi,

  Thank you for your continued feedback and for giving us the opportunity to address your concerns further. We sincerely apologize for the challenges youve faced and for any frustration caused by this situation.

  Weve reviewed your case again and, as a gesture of goodwill, we have removed the charge for your first visit and waived that fee entirely. We hope this adjustment helps alleviate some of the burden and demonstrates our commitment to making this right for you.

  At Midi Health, we truly value your trust and aim to ensure that every patient feels heard and supported. While we cannot change your previous experience, we are taking your feedback seriously to improve our communication and billing processes moving forward.

  If you have any additional questions or need further assistance, please dont hesitate to reach out to us directly. We appreciate your patience and understanding and hope this resolution helps to restore your faith in our services.

  Thank you again for sharing your experience.

  Best regards,
  
  Midi Health

  Customer response

  12/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Telehealth visit on 10/15/24 with Midi Health for Menopausal symptoms. Company advertises they take my Insurance, ********. First bill I received was for $250.00,when I checked with my Insurance they stated company is not covered under Insurance. Note: Self Pay fee is listed on site as $250.00. Second bill I received was for $280.00, a annual depression screening was added,which is inaccurate. Visit lasted less than 10 minutes with a Nurse Practitioner and should have been a Doctor, Medications that were prescribed, Pharmacist advised not using them at same time. They are a scam and shady at best. Despite reaching out to billing, no response on a itemized bill or on overcharge of services not received.

  Business response

  11/27/2024

  Hi,
  Thank you for taking the time to share your feedback with us. 

  I understand your frustration and assure you that we take your concerns very seriously. At Midi Health, our goal is to provide clear communication and excellent care, and I am sorry that you feel your experience did not meet these expectations.

  Weve reviewed your insurance details and claims and have confirmed that Midi Health is in-network with your plan. However, it appears that your claims were processed incorrectly as out-of-network. Your insurance company is actively working to correct this and reprocess your claims as in-network. To prevent any undue stress, we have placed your statements on hold during this time. Once they have completed the reprocessing (typically within 3045 days), you will receive an updated explanation of benefits reflecting the corrected charges. We will also ensure you receive a detailed, itemized bill for your records.

  Based on the information we have, weve reviewed your care plan, including the prescribed medications, and have confirmed that it aligns with clinical guidelines. While I understand that receiving conflicting advice from your pharmacist can be unsettling, please rest assured that the prescribed medications are safe for you to take as directed. However, if you have any lingering concerns, wed be happy to connect you with a clinician to address these directly.

  We deeply regret any confusion or inconvenience caused by this situation. Please dont hesitate to reach out if you have additional questions or need further support while we await the resolution from your insurance company. Were committed to making this right and ensuring a smoother experience moving forward.

  Thank you for your patience and understanding as we work through this together.
  
  Midi Health
  

  
  

  Customer response

  12/02/2024

   
  Complaint: 22567329
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

  Customer response

  12/10/2024

  There are too many variables and not enough transparency with this Company and or billing process.  From the research I have done, this is happening to many women and they are stuck with $250.00 bill not including what other additional charges have been added. Mine personally , first **** I received was for $250.00 and the second $280.00, as I was billed for a mental health assessment separate from the initial visit and your website site clearly states the fee is $250.00 for self pay, there's nothing about additional fees and certainly no mention of mental health screenings. Mental health screening should be part of the evaluation for Menopausal Women. Its a fact of life and this is your business, you know that.  This whole process has been shady at best and I do not have faith this will be addressed without intervention.  What you are doing is not okay and its hurting other women as well, although I cannot fight for them, I will fight for me on this matter.

  You need to be transparent in your billing practices and advertisement and patients need to be informed if there are any other assessment the doctor may do that could potentially cost extra!   This is a scam on women who are desperately looking for help and answers , its infuriating.
  

   

  Business response

  12/20/2024

  Hi,

  Thank you for sharing your additional feedback. We sincerely apologize for the confusion and frustration this has caused. At Midi Health, we are committed to providing transparent billing practices and a supportive care experience, and we regret that this situation has not met your expectations.

  We want to clarify a points:

  Insurance Coverage: As mentioned previously, Midi Health is in-network with your insurance plan. Unfortunately, your initial claims were incorrectly processed as out-of-network. We are actively working with them to resolve this. Weve been informed that the reprocessing is taking longer than usual due to holiday-related delays, but we anticipate a corrected explanation of benefits (EOB) within 2130 days.

  Billing Adjustments: During this time, we have paused all statements to prevent additional stress. Once the claims are finalized, you will receive an updated EOB that reflects accurate in-network pricing.
  
  Your feedback is invaluable in helping us improve, and we take your concerns seriously. We are committed to resolving this matter and will follow up with you as soon as the insurance reprocessing is complete. In the meantime, if you have any further questions or would like to discuss your concerns directly, please dont hesitate to contact us.

  Thank you for your patience and understanding as we work diligently to address this situation.

  Best regards,
  
  Midi

• Initial Complaint

  11/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction:Account opened with the company at the end of August 2024.Amount of Money Paid:$30 for the provider visit.$247 for the tirzepitide medication.What the Business Committed to Provide:Proper healthcare services including competent customer service, timely pharmacy management, and effective care by the healthcare provider.The delivery of the prescribed tirzepitide medication.Nature of the Dispute:Since opening my account at the end of August 2024, I have experienced continuous issues with the company's customer service, provider management, and pharmacy services. Despite numerous confirmations that my medication was "on the way," I have not received it as of today, over two months later. I was misinformed countless times regarding the arrival of my medication, resulting in a significant delay in my treatment, which has left me over a week late on my dosing schedule.Customer service representatives consistently gave inaccurate or repetitive responses and did not thoroughly read or address my email concerns. The provider I saw was disorganized and canceled or rescheduled appointments multiple times. These failures created an environment where I felt unsafe and unsupported in receiving proper healthcare.Attempts to Resolve the Problem:I made numerous attempts to resolve these issues by reaching out to customer service and directly contacting the pharmacy. However, despite my efforts, the company failed to cooperate or provide a meaningful resolution. Their mishandling has shown a clear lack of competence in managing patient care.Details if the Issue Involves Advertising:Not applicable for this complaint.Desired Resolution:I am requesting a full refund of the $30 paid for the provider visit and $247 for the tirzepitide medication due to the poor management, lack of communication, and failure to deliver the services and products promised.

  Business response

  11/12/2024

  Hello,
  
  Thank you for taking the time to share your feedback with us, and I want to sincerely apologize for any frustration or inconvenience you've experienced. We truly value your trust in us and never want any patient to feel let down by our service.
  
  After reviewing your case, I can see that there was some initial confusion with your prescription, as the clinician first sent in an order for your previous medication. I appreciate you reaching out to let us know, and we corrected this once informed. There was a delay of about four days, and I apologize that this response time fell outside our typical 48-hour window. Well be passing along this feedback to our medical team to help improve response times in the future.
  
  Regarding the timeline of your order, I understand this may have been frustrating. You placed the order on October 22, and we notified you about an ***-mandated temporary halt on this particular medication, which caused a nationwide delay. We kept you updated, letting you know that orders would resume processing on October 31. Im glad to see your order shipped on November 6 and was delivered the following day on November 7.
  
  In acknowledgment of the inconvenience, we applied a 15% goodwill refund on November 7. Given that you now have the medication, this was our final adjustment related to this order.
  
  I understand that this experience didnt meet your expectations, and I truly regret the frustration it caused. Were committed to making sure your future interactions with us are positive, and were grateful for the opportunity to continue supporting your healthcare needs.
  
  Thank you
  Midi Health
  
  

  Customer response

  11/12/2024

   
  Complaint: 22523801
  
  I am rejecting this response because:

  Hello Midi Health Team,

  Thank you for your response, but I must express my dissatisfaction with your resolution. While I appreciate the acknowledgment of a delay, this response does not adequately address the scope of my complaint nor the repeated issues I encountered with your service.

  Firstly, the problem goes beyond the *** delay. My primary concern was not simply with the delay but with the continuous mishandling of my case, which started well before the *** mandate. Despite multiple requests and follow-ups on my end, the customer service, clinical team, and pharmacy failed to communicate effectively and repeatedly provided incorrect information. For instance, I was informed on two separate occasions that the medication had already been shipped when, in fact, it had not. Each time, I reached out only to be given conflicting information. Ultimately, when I contacted the pharmacy directly, I was told this was incorrect, and that the medication was delayed due to the *** hold. This series of miscommunications was both frustrating and unnecessary. The *** delay was only the final incident in a long, unsatisfactory experience marked by poor internal communication and significant lapses in service.
  While I appreciate the gesture of a 15% refund, it does not feel sufficient given the level of incompetence I encountered across various interactions with your team. From my perspective, this has not been acknowledged or compensated fairly. I urge Midi Health to take accountability not just for the delay but for the broader issues in handling my account, and to provide a fair resolution that acknowledges these repeated failures.

  Thank you for your attention to this matter, and I hope to see a more thorough response to address my concerns.

  Sincerely,

  ******* *********
  

  Business response

  11/22/2024

  Hi,

  Thank you for reaching out to us again and sharing your feedback. We truly value the opportunity to learn and improve from your experience.

  After reviewing our communication history, we recognize that there were miscommunications regarding your medication. We sincerely apologize for the confusion and frustration this has caused you. Your experience is not reflective of the standard we strive to uphold, and we are deeply sorry for falling short in this instance.

  Weve already taken steps to address this internally and have spoken with the relevant teams to ensure we avoid such issues in the future. Your trust is important to us, and we want to make sure situations like this do not happen again.

  As part of our effort to make amends, we provided a 15% goodwill discount due to the initial challenges and the *** halt. While we are glad that you now have the medication, we hope you can understand that we are unable to offer an additional discount at this time.

  Please dont hesitate to reach out if you have any further questions or concerns. Were here to support you.

  Thank you for allowing us the chance to make things right.

  Best regards,
  
  Midi

  Customer response

  11/22/2024

   
  Complaint: 22523801
  

  Hello MIdi,

  You still have not addressed the multiple incompetency issues that I faced outside of the medication issue that I clearly highlighted. I will be pursuing legal action at this time with the help of the BBB.

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

• Initial Complaint

  10/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I scheduled an online appointment with Midi Health, and their website implied that they participate in my state with Anthem BCBS PPO, which is my insurance provider (I have a screenshot showing the results including my insurance company that came up when I entered my state). I had three appointments over the course of three months before receiving a bill for $585. Midi Health filed with my insurance as out of network (apparently just because they display my insurance logo doesn't mean they are in network--very deceptive), and they also refused to honor the discounts shown on my insurance EOB. Had I known after my first visit that they were not in network and would not honor insurance discounts, I would not have had a second or third visit, but they did not file the claims in a timely manner so I didn't know until I had been seen three times. I feel that I have been intentionally deceived by this company regarding their network participation with my insurance company, especially after reading others' similar complaints. I have not yet paid this bill and hope that we can reach a reasonable resolution to this matter.

  Business response

  10/23/2024

  Hi there,

  Thank you for sharing your feedback with us! We truly appreciate it, as it helps us continue improving.

  Our billing team has an update for you and has been trying to reach you at the phone number we have on file, but we havent been able to connect yet. We've also just sent you an email to confirm your contact information and to arrange a convenient time to chat. We're confident we can resolve this to your satisfaction.

  When you have a moment, please check your email, and let us know a good time to connect. We look forward to hearing from you!

  Warm regards,
  Midi Health

  Customer response

  10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw a healthcare provider virtually on April 22, 2024. I received a bill for $250 for the service, which I paid on May 16, 2024. Shortly afterwards, I received a statement from my insurance company which showed they also made a payment to Midi Health. I reached out to Midi Healths customer service to inquire about my refund on June 11, 2024, August 11 & 30, 2024, September 14 & 23, 2024, and October 3, 2024 to no avail. I still have not received my refund of $235 and it has been 3 months. This is absurd and poor customer service.

  Business response

  10/16/2024

  Hello, 

  Firstly I would like to apologize for all of the issues you have experienced, this is certainly not the experience we want our patients to have and we are very sorry that this has been your experience regarding this issue. 

  I see we were able to connect with you last week and we able to get this issue resolved and the amount refunded. 

  We do truly appreciate the feedback and we are currently onboarding and upscaling our billing team to ensure no other patient should have the same experience in the future. 

  Thank you, 

  Midi Health

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have emailed, left voicemails, messaged through the portal and I am getting no response from Midi.I have confirmed with my insurance that the Midi NPI is in my plan's medical network. I have added this to "my care team" through my insurance app.I have also confirmed with my insurance that Midi CAN bill them, even if it is showing as out of network as this is a PPO with out of network benefits.

  Business response

  10/07/2024

  Hi Kerri,

  Thank you for taking the time to provide us with your feedback. We are so sorry to hear this has been your Midi experience so far. We just escalated a ticket to our billing team and they have since updated your claim and reached out to you directly. Again, we are so sorry for the inconvenience but are glad we could get this resolved for you! Thank you for using Midi!

• Initial Complaint

  09/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up an completed a telehealth appointment on 7/24/24. I later received a bill for an "out of network" appointment, which was in itself a surprise to me as the midi website lists my insurance, United Health, as a in-network insurance. Taken directly from Midi website: "Midi is only in-network with *** plans. Deductibles, coinsurance, and ****** may still apply." My plan is a PPO and not an HMO plan through United Healthcare. Therefore, according to the Midi site, it is in network. I called many times without answer the number listed on the billing statement, to finally find out Midi doesn't answer phones. I then sent an email via the portal AND through email to the care email listed on the website. I finally received a response that someone would send my matter to the billing department and someone would be in touch. I have had to reach out numerous times and have requested a superbill over and over again with no replies and no superbill. Without a superbill I cannot present anything to my insurance for payment.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DATE OF VIDEO CALL July ****** To whom it may concern:A few weeks ago I searched the internet for the service that Midi provides. And clearly by submitting the information of my 2 health insurances UMR and NYSHIP. . It indicated that both insurance policies were accepted by MIDI. After trying to do the consultation which was attempted by video call which was disconnected 3 times. I could not hear what the person was saying because the audio was off and the connection was affected. In the end there was no solution and no medication prescribed. A consultation totally without any result. Now they continue to send me invoices. Which if there is any charge they should send it to the insurance. Which should not be the case since the consultation as I said before could not be heard. It was a waste of my time. Please fix my ****** account which should not have any balance.

  Business response

  09/24/2024

  Thank you for reaching out to Midi Health.  We apologize for any frustration encountered as described above regarding connectivity and audio issues.  A member of our customer care team will be reaching out to you regarding your desired resolution.  If you have any additional questions please reach out to *****************************************************************.     

• Initial Complaint

  09/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MIDI is charging me a cash fee of ****** Per MIDI, they accept UnitedHealthCare, and I will only pay my copay. I have been emailing and calling since July 2024 ... to date, the only response I got was that billing will take a look at it via email. And whenever I call ************, no one is available to answer the call. I was instructed to leave a message. I am glad to pay the correct copay amount. Have MIDI charge me the correct copay amount instead of the ****** that they're fraudulently charging and soliciting from me.

  Business response

  09/24/2024

  Thank you for reaching out to Midi Health.  We apologize for any frustrations encountered as described above.  A member of our customer care team will be reaching out to you regarding your desired resolution.  If you have any additional questions, please contact [email protected].   

  Customer response

  10/01/2024

   
  Complaint: 22288091
  
  I am rejecting this response because: to date, MIDI is still fraudulently charging me a cash fee of 250.00 instead of my co-pay. and i have yet to hear from MIDI regarding solving this issue.
  
  Sincerely,
  
  Saskia Blanco

  Business response

  10/14/2024

  Hello,

  Firstly I want to apologize we have been unable to connect with you. Our billing team has attempted to call you on the number we have on your account and we have also replied to your tickets via email but have been unable to connect with you.

  If you would be willing to reply to the last email we sent to you and provide us with an up to date contact number and a suitable time for us to call and connect you, we would love to contact with you and provide an update with regards to your concern. 

  We do apologize for your frustration and hope to connect with you soon. 

  Many thanks,

  Midi

  Customer response

  10/15/2024

   
  Complaint: 22288091
  
  I am rejecting this response because: All the information you need to know about MIDI charged me 250.00 Cash Fee versus United Healthcare Insurance co-pay ... is also clear on your end. I don't know how else to make that evident.
  
  Sincerely,
  
  Saskia Blanco

*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. ↩