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:04/07/2025

  Type:Product 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.

  I had an appointment in February. I kept checking if there was a bill due as I hadn't hit my deductible at the time. After not getting a bill before my 2nd appointment in April I assumed it was fully covered. I received a bill on my 2nd visit for over $200. Part was for an initial 1st visit and part was for a depression check ***** insurance covered a part of it but had I known they wouldn't cover all of my bill I would have never made a 2nd appointment. They got rid of the depression screening which is great because she never did one. But I am going to fight this.I should have received the initial bill before my 2nd appointment.

  Business Response

  Date: 04/15/2025

  Hi,

  Thank you for reaching out and sharing your experience. I'm really sorry for the frustration this situation has caused we understand how unexpected bills can be stressful, especially when things arent communicated as clearly or quickly as they should be.

  Ive looked into your case alongside our ******************* After your visit on February 20, 2025, your clinician completed the visit documentation, and our team submitted the claim to your insurance carrier. Insurance companies typically take 30 to 45 days to receive, review, and process claims. Once your claim is finalized, both you and our office receive a breakdown you get an Explanation of Benefits (EOB), and we receive an Explanation of Payment (EOP) which lets us know what your insurance covered and what, if anything, youre responsible for.

  Unfortunately, the timing of this process means that bills are often finalized after a follow-up visit has already taken place. I completely understand how this could have impacted your decision to schedule a second appointment.
  Youre absolutely welcome to contact your insurance carrier to confirm the timeline of when the claim from 2/20/2025 was submitted and processed that may help provide some additional clarity.

  We also appreciate your feedback regarding the depression screening and are glad we were able to address that part of the billing.

  Please know were here to help however we can if you have any questions or would like to discuss this further, dont hesitate to reach out.

  Warmly,
  MIDI Health

• Initial Complaint

  Date:03/31/2025

  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.

  2/24/25 I had a scheduled telehealth visit with MIdi Health. If you are a women who is overweight or menopausal they will be all up in your algorithm waiting for you to CLICK. Youll likely click because they tell you they accept your insurance. THAT IS MOST OF THE TIME A LIE. Youll be able to get a quick appointment mine was 2 days later. They act like theyre communicating completely by text to tell you everything but beware right before your appointment you will receive an email (that you dont look for because youve been communicating via text) stating your insurance is actually NOT ACCEPTED. Because I didnt know I attended the telehealth with a supposed NP. However the ***** conveniently didnt work so I have NO IDEA if I was actually speaking to an NP or just some random chick taking health notes because thats all it was was a bunch of stupid questions I had already answered. Then I got a bill for $250. HEALTH SCAMS ARE REAL, they pray on women in desperate times. This company seemed legit on the surface but the way they handled notifiying me they didnt actually accept my insurance was scamming. The fact there was no NP to be seen and I likely was on the phone with a receptionist (who kept apologizing nervously about the camera not working but it just had been working before) THERE IS NO WAY I should receive a $250 bill for their lies and scam.

  Business Response

  Date: 04/04/2025

  Hi,
  
  Thank you for taking the time to share your experience. I want to sincerely apologize for the frustration and disappointment you feltit is absolutely not the experience we want for any of our patients. Your concerns are very important to us, and I truly appreciate the opportunity to address them.
  
  First and foremost, I want to assure you that every patient seen at Midi Health is cared for by a licensed clinician. I completely understand how the technical difficulties during your visit may have made this feel uncertain, and I regret that we didnt do more in the moment to reassure you. We will be following up internally to ensure that any technical issues are better handled in the future so that patients feel fully supported throughout their appointments.
  
  Additionally, I understand your frustration regarding the timing of the insurance communication. We recognize that receiving this information via email so close to your appointment may not have given you a clear opportunity to make an informed decision beforehand. This is something we are actively working on improving to ensure that all patients have full transparency regarding their coverage earlier in the process.
  
  Given the circumstances, we have removed the balance from your accountyou do not owe anything further. Again, I deeply regret the experience you had, and we truly appreciate your feedback as we continue to improve. If there is anything else we can do to support you, please dont hesitate to reach out.
  
  Wishing you the best,
  
  Midi Health

• Initial Complaint

  Date:03/25/2025

  Type:Billing 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.

  It is a scam, on 2/19/25 I saw an ad in Instagram about ******* medication, put in my phone #an email for some one to call me and They did the same day.A lady ******* ****** call me said She can help me get the medication thru my insurance at no cost to me. She asked me to send Her my ins card and my blood test results I told Her I was not diabetic but Prediabetic that my insurance may denied,She insisted to try it I told Her I do not have money to pay for it. At any point She never said I had to pay for services ,today 3/26 I get a bill for consultation services for $250.00, I call the # on the bill and the person ** ****** who was really rude said that the bill is valid and I have to pay it , I told Him I never agreed to be billed for services, He said all info about billing is on the app where I entered my info that the other lady asked for .I did not see anything saying I will have to pay for her services. I am a disable person on social security and do not have money to pay for that .I told ** ****** to cancel that bill He continued to be rude and said all info is in in the app, I still don't see anything in there were I agreed to pay for service except the lady ******* saying thank You for info I sent to Her.Just note that on 2/25 she replied telling me insurance denied telling Me there were other options to pay out of pocket, I stopped replying to Her because I can not afford to pay for that. I want them to stop billing me please.Thank You ****** ********

  Business Response

  Date: 03/26/2025

  Hi,

  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the frustration and concern this situation has caused you. This is absolutely not the experience we want for our patients, and I appreciate the opportunity to address it.

  After reviewing your interaction with our team, I can see that while our representative did offer to connect you with our Patient Experience team for resolution, the conversation was not handled with the level of care and clarity that we expect. I deeply regret that this added to your frustration, and we will be working closely with our team to ensure these situations are managed more thoughtfully in the future.

  Additionally, I reviewed the billing communication and understand that while notifications about the appointment cost were sent via email and text, they were sent only an hour before your appointment. We recognize that this timing may not have given you adequate opportunity to review the details. We are actively working on improvements to ensure pricing transparency is clearer and more accessible at the point of booking, so all patients have the information they need well in advance.

  Given this, we have removed the charge from your account, and you will not be responsible for any payment.

  Again, I truly apologize for the experience you had, and I appreciate you bringing this to our attention. If theres anything else we can do for you, please dont hesitate to reach out.

  
  Thanks,
  Midi Health
  

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  Hi i had a telehealth talk with midi ***** i gave them my health insurance information they said my insurance work well with there program. And it was only a question and answer type of phone call. My insurance denied any medications they was trying to get for my health. And a month later I get a bill for ****** that is not covered by my insurance and I don't feel that's right to charge just asking questions about their program. Please help. I can't afford that. Thank you

  Business Response

  Date: 02/26/2025

  Hi BBB, The complaint filed by the consumer is not for the *********************** located in **********, **, but for another company. This complaint does not pertain to us. Please close this complaint as resolved and refile it with the correct company for resolution. If there are any questions that we can address, please contact **************************** at **************. Thank you.

  Customer Answer

  Date: 02/27/2025

  the name is Midi Health the address is *******************************************************************************

  Phone number is **************. Also it was a Telehealth phone call one time. I never received any medication. just information about the program, and they send a bill for 200.00.

  Business Response

  Date: 03/05/2025

  Hi, 

  Thank you for reaching out and I do apologize for the issue you have experienced with regards to billing. 

  I have reviewed your account and can see that we responded to you on February 26th to provide you with the following update: 
  

  We have reviewed your insurance coverage and your claim. MIDI Health ****************** spoke with **** VA and confirmed that MIDI is in network with your plan. I also wanted to share that ******* stated that claims are processing incorrectly as out of network and they are working on correcting the issue. ******* will be working on these claims to have them reprocessed as In Network.I have placed your statements on hold during this time. Once BCBS of VA reprocesses your claim, you will receive an updated explanation of benefits. Usually this process takes ***** *********,
  The Billing Team at MIDI Health

  This appears to be an issue with the way BCBS VA are processing your claim, BCBS VA are aware that they are processing this incorrectly and are working to correct the issue, at which point they will reprocess your claim and you will receive an updated explanation of benefits. 
  
  This may still take another ***** days. 
  
  We do apologize for the alarm and confusion this has caused but we are working with your insurance to resolve this matter for you. 
  
  Many thanks,
  
  Midi Health

• Initial Complaint

  Date:12/30/2024

  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.

  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

  Date: 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

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/18/2024

  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.

  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

  Date: 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 Answer

  Date: 12/02/2024

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

  Customer Answer

  Date: 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

  Date: 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

  Date:11/07/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/21/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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

  Date:10/05/2024

  Type:Product 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.

  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

  Date: 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