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:12/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 asked the Goforward team in late October/early November if they can charge me 6 months of service in advance because I did not realize the money from my *** would expire at the end of the year. They said they were able to charge me 6 months of service and they did so on November 6th. Then on November 12th 2024 they sent out an email stating their abrupt shut down of services effective immediately. Their website also shows the same message that was in the email. I replied back to the email address that was in the message requesting a refund of my six months since they were not providing the service and they have not contacted me at all. They sent my medical records twice via unencrypted email in plain old PDF. I am looking to get my $894 ($149 * 6) reimbursed since they are no longer in business. I have given them a couple of weeks since they may have been bombarded with emails but I'm scared that after they say will shut down, on December 13th, they will walk away with my money. BBB, any help will be greatly appreciated.

• Initial Complaint

  Date:07/25/2024

  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 visited the *************** location on July 25, and the staff was rude and declined to help me cancel my subscription. This service is a SCAM.

  Business Response

  Date: 07/30/2024

  Hi there,
  

  Thank you for sharing your feedback. We strive to create an exceptional primary care experience for you and we are sorry you experienced issues in person at our *************** location. We've gotten in touch directly with our team on this specific matter and we've been assured your cancellation is processing and will be confirmed within 48hrs. Please email ************************************ if there's anything else we can help with or if this issue persists. Thanks!

• Initial Complaint

  Date:03/14/2024

  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.

  Poor communication leading to a horrible delay in possibly changing the date of a surgery. They are extremely unprofessional and do not seem to know what they are doing.

  Business Response

  Date: 03/15/2024

  Hello, thank you for sharing your feedback. Were sorry youve experienced difficulties with our product and services. We strive to create an exceptional primary care experience for you, both at our clinics and through our app, and are sorry to hear we missed the ***** We can see that you've been in touch with our care team and have since closed your membership. We're also happy to refund you the disputed amount of $99, this has been processed and will show in your account in the next 5-7 business days. Please reach out to ************************************ if you are in need of further assistance. 

• Initial Complaint

  Date:05/17/2023

  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 signed up for a membership with forward. I did an initial virtual visit which I thought would be in person and never heard from them again I was suppose to be getting a monthly visit. They advertise in person visits and I didn't get that. I was asked if I wanted to see a nutritionist and I said yes and know one reached out to me. I wasn't given any information on how to contact anyone. I would like a full refund because the service has been useless. Even the virtual consultation was no more than my normal visit with me doctor. I would like a full refund because I didn't get any benefit from this at all.

  Business Response

  Date: 05/17/2023

  Hello, we're sorry to hear that we fell short in our goal of creating an exceptional primary care experience for you. We're not able to see any of your information via the BBB platform, but we'd like to resolve this issue for you. Can you please email your name and DOB to ************************************ along with the details you referenced here and our team will be happy to help? Please reference that you filed a BBB complaint in your email so we know who you are. Thank you, the Forward team

• Initial Complaint

  Date:01/04/2023

  Type:Product 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 made a second attempt to contact Forward the morning of January 4, 2022 about providing a Schedule A letter, through the app, a day prior to my membership end date of January 5, 2022. I had decided to cancel my membership a few days prior because of the way they had handled my request the first time I attempted to obtain the letter. Also, I no longer believed I could justify the cost of membership given my current life circumstances. Upon cancellation, the team had assured me in a script, through the message feature, that I would maintain full membership benefits until my scheduled end date. Unfortunately, although they said the ** team was reviewing the request, when I checked back within 8 hours of the last message I received from the team (still on January 4, 2022), I no longer had access to my account on the app and received an automated pop up suggesting I reach out to their support email. I believe this is unacceptable as I still have to yet to receive any update about the letter, they did not give me access to full membership benefits until my end date, as promised, and they did not act with enough integrity to suggest any recourse, given my circumstances of being in between doctors, if they could not supply the letter.

  Business Response

  Date: 01/05/2023

  The member's account was deactivated on January 5, 2023 as stated. She was made aware of the end date and when she would no longer have full access to her Forward account and chat. We can still provide her with the Schedule A letter and that task is currently being processed. However, if she wants to ensure a more immediate timeline, she can and should email ************************************ and they will help her get the documents she needs via email. 

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18687060
  
  I am rejecting this response because: I was not informed that I would lose access to the app and chat the evening of January 4, 2023, which is when I lost access to the app and chat feature. I think it amounts to gaslighting to say that my account was deactivated on January 5, 2023 without providing an explanation for why I lost access on the 4th, which you must know and have evidence for. I did email support on January 4th as well - it is now the 6th and I still have not received the letter or advice on next steps, so Im not exactly sure what is meant by a more immediate timeline.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/06/2023

  Your account was deactivated on January 5, 2023 at 12am PST, which we have in our records if needed. If you were in a different time zone, this may be the cause for any confusion on your part! Our email reps deal with a large volume, so they are not able to get to every request immediately. However, we will escalate your request within our system, so someone should be reaching out shortly :)

  Customer Answer

  Date: 01/21/2023

  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. I received an email from a medical director at Forward who shared that they do not write Schedule A letters. There has been much miscommunication around this issue, but I do not plan to pursue the matter further.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/18/2022

  Type:Order 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.

  Absolutely disappointing and disgusting! SAVE YOUR MONEY, TIME, AND HEALTH! DO NOT SIGN UP! Forwards has literally not called me back or filled my prescription, based on the physical I received on Wednesday. Not only that, I can no longer access my physical since the chat is only available if the account is open. They already had a paper script for the medication, they only needed it to me. Instead they played games, closed my account and closed the chat so I could not receive the prescription THEIR DOCTOR suggested. In regards to the prescription I need for my asthma (a life threatening illness that can literally kill me), when I asked for the script and was told "we're working on this" a few hours later my chat and account was disabled. How's that for caring about your patient? I guess Forward's motto is: Here's medicine to open your airways, just kidding you're on your own. The prescription should have been completed. I should have access to my physical. It's unacceptable that these issues were not addressed. Furthermore, I was offered a refund and a courtesy return due to the horrible treatment from customer service. ********************** has never followed up with me about the refund to my account or the courtesy return. I will be filing a formal complaint with the better business bureau as well so no one else has to encounter what I've dealt with. What a shame and a sham! Every patient should have access to their own health records. I need to discuss the charges on my account, obtain my medical records, and make sure the prescription that should have been filed is filled. I am requesting that a supervisor call me so this can be resolved. UNACCEPTABLE! I have no doubt a class action lawsuit is already in the works. Shame on Forward, or I should backward!

  Business Response

  Date: 11/21/2022

  The customer requested to cancel their ********************** membership on November 9th. We informed them that we would cancel it and they would have access to their account until their next billing cycle and could still schedule their physical in the remaining days of their membership. We reiterated this message later that day with the following correspondence:

   

  Hi ******, Its been a pleasure to serve you during your time as a Forward member and were sad to see you go.?????? Your request to cancel your Forward membership has been processed and will end on 11/19/22.?????? You have full membership access and can continue using the Forward App until your membership end date.?????? If you would like to reactivate your membership at any time,?????? please email ************************************* with your account information.?????? We will make your Forward medical records available to your new physician upon his or her request.?????? Please have your physician contact our office via our email to make arrangements to transfer the records.?????? You can also request a copy of the records for yourself and our care team will assist you.?????? Thank you for being a Forward member,?????? and we hope to have the opportunity to provide care for you again in the future.?????? In good health, Forward

   

  Messages sent later by the member indicated that the member understood the message and that their account would be cancelled on 11/19. We also fully refunded their past month of membership as requested. However, we recognize mistakes do happen, and want to ensure that everything gets taken care of to their liking with billing and prescriptions. We immediately responded to her complaint via Trustpilot with the following response: 

   

  Hi there, thank you for sharing your feedback. For safety and privacy reasons, you must have an active membership to access the app. If you ask our team to deactivate your account you will not be able to access the app and chat. However, you can still get a copy of your medical records by emailing ************************************. I will also have a member of our support team reach out to you via phone to ensure everything with billing gets resolved.

   

  As stated, for safety and privacy members must have an active membership to access their account, but we are easily able to send copies of records to our former members, as well as send them through to their next primary care physician. For the second part, I immediately escalated the issue to our customer service team to figure out what went wrong and communicate with her. I will continue to check in with the team until I have heard back that the issues are resolved. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18436529
  
  I am rejecting this response because: Forward did not even respond to the emails to the exact email address (I sent this same complaint listed on BBB and Trust Pilot to the 3 Forward emails on file for Forward). I doubt I would have received any response if I didn't post this on BBB or Trust Pilot. That alone is deplorable. The reps that spoke to me on the phone were very kind. I do see the refund was honored, the courtesy amount was never followed up on. I am not shocked 1/10 experiences with Forward has been courteous. 

  You guys have yet to contact me in regards to my medical records and my prescription for my life threatening condition, Asthma.  The medication was recommended from your physicians at Forward. The physician who completed the physical took the time to explain Singular and Advair. Singular was sent directly to **********'s Pharmacy. However the Advair medication is very pricey and it took some time to feel more comfortable about using a ******** pharmacy. 

  It was requested on 11/17 (the day before the cancellation), however the repeated attempts to send the prescription to the pharmacy (you guys suggested) was not honored that day. Furthermore, you guys already had a paper script I just requested a paper script for that pharmacy. Forward ignored my emails and I kept being told you guys were "Working on it". Instead of responding, Forward cancelled the account around 3 pm that day (it was set to close on 11/18 and no sooner) and did not respond to emails or voicemails left on your 833 number. 
  

  While I understand the technology that Forward uses is not for everyone and turned out to just be bells, whistles, and hype, I gave Forward a second chance. It was a huge mistake I whole heartedly regret. If the prescription could not be filled and the courtesy could not be provided, no customer should have to chase a multi-million dollar corporation to find out. I am asking the paper script be sent so I can receive my medications, that my medical records to be sent directly to me, and the courtesy of dignified me with an answer is enough I don't need or want Forward's money although the courtesy should have been honored for all of this nonsense. 

   

  I will not keep reaching out to an email address where no one responds. I have more screenshots I would love to provide. 

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

   

  Business Response

  Date: 11/30/2022

  Hello,

  Regarding billing: We refunded her as promised. We were also going to provide her with a free month but she requested to cancel/churn instead. We cancelled her membership on the exact date that we told her that the cancellation would occur and she acknowledged this would happen.
  
  
  We have called her multiple times and left voice messages to try to help resolve and explain all this. 
  
  
  Members of our team have sent her a copy of her medical records. If she is struggling to find it, she should try checking her spam folder. We have also escalated this issue again to have another member of the team reach out to her via phone to help her find them. 
  
  
  Regarding the prescription, we are not able to provide a paper script to non-members (due to privacy/HIPAA regulations) and in general many pharmacies do not accept paper scripts. However, before her cancellation, we sent the electronic Rx to the pharmacy. As we told her, she will therefore be able to get the Rx from the pharmacy, so there should be no issues, and she can also work with that pharmacy to transfer the Rx to a new pharmacy if desired. She also has two refills on the existing Rx that we wrote, so she should have adequate time to do this. 
  
  
  If necessary, we can provide evidence supporting of all of the above. 

  Thank you!

• Initial Complaint

  Date:08/27/2022

  Type:Billing 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 called to inquire about services. I gave billing information to get started. I was uncomfortable with certain practices and never actually initiated services. I checked my credit card months later and found they charged me several hundred dollars for services never rendered because they did not delete my application.

  Business Response

  Date: 10/28/2022

  The person who lodged the complaint signed up with Forward but to date had not scheduled/attended their first visit. They did not inform the company that they wanted to cancel their membership. Because we were unaware of the member's desire to cancel, they were charged the membership fee each month. In September, our care **************** reached out to the member to check in, in part because a payment was overdue (the payment information on file needed to be updated). The person did not get back to us. Given this chain of events and the BBB complaint, we canceled their account and refunded them all the charges. 

  Customer Answer

  Date: 10/28/2022

  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:06/15/2022

  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.

  Return received and I have not received my full refund to original payment method

  Business Response

  Date: 07/03/2022

  Hi,

   

  We looked through our systems, but unfortunately we're not able to find any member accounts that match the name, email, or phone number associated with this complaint (including searching both active and inactive accounts).  Is it possible to remove this complaint/review given it seems there is no evidence of them being a Forward customer?  If they need assistance or want to give us the info used for their account they can contact ************************************. 

   

  Thanks!