Complaints

This profile includes complaints for Done Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Done Health

  44 Montgomery St Ste 3 San Francisco, CA 94104-4618

• 

  Done Health

  548 Market St PMB 99481 San Francisco, CA 94104-5401

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:04/02/2025

  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.

  Mindful Health refuses to honor my cancellation requests and continues charging me. Their website's cancellation feature is non-functional on all devices. When I finally reached customer service, they claimed to "pause" my membership but charges continued. Follow-up attempts through phone and messaging have been unsuccessful. Their site errors prevent me from documenting these attempts or accessing my account settings. This appears to be a deliberate strategy to prevent cancellations and extract unauthorized payments after customers have clearly expressed their desire to end services.

  Business Response

  Date: 04/08/2025

  Dear BBB,
  
  I hope this message finds you well.
  
  We are writing to address a concern raised by one of our customers regarding their recent experience with our services. The customer has expressed dissatisfaction with our cancellation process, specifically that their cancellation requests were not honored, and charges continued despite their efforts to cancel.
  
  We sincerely apologize for the inconvenience this situation has caused and understand the frustration this customer has experienced. Please be assured that we are committed to resolving this matter promptly.
  
  We will be reaching out to the customer directly via email and phone to investigate their concern further and work toward a satisfactory resolution. Additionally, we will conduct a thorough review of our cancellation process and website functionality to ensure such issues do not occur in the future.
  
  We appreciate the opportunity to address this matter and will keep you updated as we proceed with the investigation.
  
  Thank you for your understanding and support.
  
  Best regards,

• Initial Complaint

  Date:03/26/2025

  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.

  I am not expecting for a resolution for the problem. I just believe that consumers should be made aware of the poor service that this company provides. If you have a monthly prescription service that advertises access to your clinician in a reasonable amount of time the company has to do a better job of it. The response times are far too slow, especially as it relates to prescriptions. The sad part is you pay for the subscription have delayed access to a health professional, don't get your medication and there is no money back for the lack of service delivery. They just happily cancel your subscription at your request vs returning your monthly payment they've already processed. You have responses from customer service folks who have no sense of urgency and there is no way to communicate outside of the website messaging service or via email. Overall the service is deplorable and the company does a disservice to similar well intentioned organizations who are trying to encourage telehealth services.

  Business Response

  Date: 04/08/2025

  Dear BBB,
  
  I am writing to address a recent concern raised by one of our patients regarding the quality of service they experienced with our monthly prescription service. First and foremost, we sincerely apologize for the frustration and inconvenience they have faced. We deeply value our patients and their experiences, and it is never our intention to provide anything less than excellent care and service.
  
  We take this feedback very seriously and want to assure you and the patient that we are investigating the issue thoroughly. Our goal is to identify where we fell short in delivering timely and efficient service, particularly in relation to prescription fulfillment and clinician access. We will also be reviewing our communication channels to ensure that customers are receiving timely responses and feel supported throughout their experience.
  
  Additionally, we will reach out to the patient directly both by email and phone to address their concerns and provide a resolution. We believe in continuous improvement and will use this feedback to refine our processes, with the hope of providing a much better experience moving forward.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to resolve it.
  
  Best regards,

• Initial Complaint

  Date:01/20/2025

  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.

  I cancelled my subscription services with ************************************ (formerly done health) in December due to them cancelling multiple appointments there of, and several provider reassignments. They recently drafted an unauthorized payment from my debit card. I emailed their support staff who advised my account was active. I responded with prove that my account is not active with request for a refund. I havent received response since, and there is no customer support phone number to call.

  Business Response

  Date: 01/24/2025

  Dear BBB,
  
  I am writing in response to a complaint submitted regarding an unauthorized payment charged by ************************************ (formerly Done Health) after the patient cancelled their subscription in December. I would like to clarify that a refund has already been processed for this payment. The refund receipt was also sent to the patients email address.
  
  We understand the patients concerns and sincerely apologize for any inconvenience this has caused. In addition, I have requested that a member of our support team reach out to the patient directly to further address the situation and offer an apology for the experience.
  
  We appreciate your assistance in resolving this matter and are committed to improving our communication and support moving forward.
  
  Thank you for your attention to this complaint.
  
  Sincerely,

• Initial Complaint

  Date:01/20/2025

  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 purchased an initial $99 evaluation from Done Health, formerly called Done First. I unsubscribed through the app on Feb 4, 2024, which fell within the 30 day trial period. Unbeknownst to me, the company continued to bill me for the rest of the year for the months of February through November. I did not receive a single bill or receipt, and I was unaware that they were charging my credit card. I received no emails or any other form of communication from them since the day I ended my trail period. I realized in November 2024 that this had been happening the entire time, and I immediately contacted them about the matter. I received a reply apologizing for the error but was told that I would only be able to receive 20% back for the previous 3 months that were wrongfully charged. They said this was according to protocol/policy. They asked for a screenshot of my cancellation. I sent them the email I received after I cancelled, and they responded by eventually refunding 100% of the previous wrongly-charged 3 months. I find this unacceptable. I have reached out to the company on a few other occasions hoping to speak with someone who would listen to me and investigate this situation with care. I have not heard back from them. My credit card was charged a total of $790 over a period of 10 months. I have only received 3 months refund. I am seeking a full refund for the remaining months I was wrongfully charged. This totals $553. I am attaching screenshots of the charges on the credit card statements and copies of the emails. I can provide more proof of the credit card statement if need be, but I would like to keep my financial information private other than the issue at hand. I appreciate any help you can provide in this situation. It is both embarrassing and infuriating yet I do not want to hire a lawyer just to prove a point here. I truly only want what is rightfully mine.Regards,***** **********

  Business Response

  Date: 01/24/2025

  Dear BBB,
  
  I am writing to inform you that we have reached out to the patient regarding her recent complaint. We have apologized for the inconvenience she experienced and assured her that we are investigating the matter with our billing team.
  
  Additionally, we have informed ***** that one of our representatives will be contacting her by phone to discuss the issue further and work towards a resolution. We are committed to addressing her concerns and ensuring that the situation is resolved to her satisfaction.
  
  Thank you for your attention to this matter. Please let us know if any further information is required.
  
  Best regards,

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22835080
  
  I am rejecting this response because:

  I was contacted by a company that identified themselves as "Mindfulness".  When I first tried their services they were called "Done First,"  so I'm guessing they renamed themselves and that I was, in fact, speaking with the correct company.  The call was extremely frustrating.  The person on the phone was apologetic that since I did not "take a screenshot" of the cancellation that there was nothing they could do.  We discussed phone conversations I had with the company back in January 2024, and I found it strange that they only had record of one phone call.  On one of the calls I asked about how to cancel, and I was told that I could either cancel with them on the phone or through the app.  At that time I was not sure that I wanted to cancel, but I later decided to cancel and did so within the 30 day trial period.  I distinctly recall going through the process of cancelling services on the app, and I was careful to do so.  I got an email from them on the day that I cancelled asking for feedback, which I included in my documentation to you on first contact.  I assumed this was my farewell email, and it was the last communication that I had from the company since that time.  I did not take a screenshot - nor would I ever think such a thing necessary - but they are adamant that I provide proof of cancellation or they will not refund my money.  I am very dissatisfied with how this company is handling this situation. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:12/31/2024

  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 have been diagnosed with ****, since I first started working with them, I had issues and receiving a prescription in a timely fashion. Since NOvember 19, I have not received my prescription even though my pharmacy has called them for an accurate prescription. I have emailed them over 10 times no one has called me and they refuse to refund me for my service (they continued charging me in December, despite not providing me with care or access to prescription)

  Business Response

  Date: 01/02/2025

  Dear BBB,
  
  I hope this message finds you well.
  
  I am writing to inform you about a recent concern raised by a patient, which has now been resolved. The patient had reported issues with receiving her prescription and being charged for services that were not provided.
  
  After thoroughly reviewing the situation, we have already processed a refund for the two months of unused services. A receipt for this refund has been sent to the patient's email for her records.
  Additionally, we have reached out to the patient both by email and phone to address her concerns and ensure she is fully assisted.
  
  We regret the inconvenience this situation may have caused and are committed to ensuring our patients receive the care and attention they deserve.
  
  Please let us know if you need any further details or documentation.
  
  We appreciate your attention to this matter and are happy to provide any necessary information.
  
  Thank you for your understanding.
  
  Best regards,

• Initial Complaint

  Date:12/12/2024

  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.

  On 12/12/24 much like the others who have filed, I was mislead into thinking that I was only being charged $10. I have requested a refund with no response. I have already filed a fraud claim with my bank and filed a police report. Buyer beware, this company is a scam.

  Business Response

  Date: 12/13/2024

  Dear Better Business Bureau,
  
  I am reaching out in response to a complaint filed by **** ********, who reported concerns regarding misleading charges and a lack of response from our company.
  
  We sincerely apologize for the experience the patient had, and we take these matters seriously. We have already sent an email to the patient apologizing for the situation and informing him that we are investigating the issue and one of our care team will be calling the patient directly to assist with his concerns and guide him through the next steps.
  
  Please be assured that we are committed to resolving this matter promptly, and we will continue to keep the patient updated on the progress of our investigation.
  
  Thank you for your attention to this matter. We appreciate the opportunity to address this concern and ensure a positive resolution.
  
  Best regards,

• Initial Complaint

  Date:12/03/2024

  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.

  Paid my monthly fee. Requested a refill. Refill not sent.Requested an online appointment appointment canceled by provider less than two hours prior to appointment. A few months ago requested appointment they canceled and their system would not allow me to re schedule an appointment in the same month Schedule a phone call. The auto dialer called me six times I answered, and it kept disconnecting.I have sent several messages and the online system and emails no response no script sent.

  Business Response

  Date: 12/04/2024

  Dear BBB,
  
  I hope this message finds you well.
  
  I wanted to update you regarding ***** ******* appointment on December 4, 2024. The appointment was successfully completed, and her prescription for Dextroamphetamine-*********** 20 mg tablets was sent to ********* Drug Store #***** on the same day.
  
  Our team attempted to contact the patient by phone multiple times but unfortunately did not receive a response.
  
  We left a voicemail informing her that the prescription has been sent to her pharmacy and encouraged her to reach out if she needs any further assistance.
  
  Additionally, we sent an email to her to ensure she is aware of the prescription and to offer further support.
  
  Please let me know if you need any additional information or assistance regarding this matter.
  
  Best regards,

• Initial Complaint

  Date:11/26/2024

  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 used ******************************* for online mental healthcare and the site redirected me to ************************************ which says initial visit $10 but as soon as you click it charges $399. nothing can be done about refunds, they are not allowed, no phone number to call, "ticket" can be filed but nothing happens. Donefirst CEO is in jail after *** arrested him for fraud and trafficking Adderall. This is a total scam, I only found out after seeking medical care for depression. It's much worse after this. Please help.

  Business Response

  Date: 11/27/2024

  Dear Better Business Bureau,
  
  We are writing to inform you that we have received a complaint from a patient regarding their experience with ******************************* and its redirection to ************************************. The patient reported issues concerning unexpected charges, difficulty obtaining refunds, and lack of support or contact options.
  
  We have already reached out to the patient via email to address their concerns and provide assistance. Additionally, one of our representatives will be contacting the patient directly to discuss this matter further.
  
  Please be assured that we have escalated this issue to our management team for investigation. We are committed to resolving this matter promptly and ensuring accountability where necessary.
  
  If you require additional information or updates, please let us know.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 11/27/2024

  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:11/16/2024

  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 reached out to Done health to help with my exploration of a potential ADHD diagnosis and Supplementary Prescriptions.I met with Dr. **** ***** PMHNP on March 5th for initial consultation. This was only a 10 minute zoom call before he gave me a prescription (I had never taken ADHD medication before) so this seemed very quick to push a medication within that time frame. I took Straterra 25mg Daily which produced adverse side affects for me at all (Anxiety, GI issues, Personality Changes)I vocalized all of these symptoms to the physician and he told me to continue taking the medication.I reached out again to inquire about a different medication and I was met with radio silence for over a month. Ultimately, after reaching out again I was Reassigned to another **************************** ********, not only did they ignore my requests of addressing the side affects and changing prescriptions now I have to start all over with this new representative. Upon the 2nd meeting with ******************* this gentleman joined the zoom meeting 10 minutes late, and was actively in vehicle commuting home on the highway!I shouldn't have to elaborate further, but there is in no possible way this gentleman knew anything about my medical history, background, Medications, or anything of the sort. Yet, he still prescribed me a different medication by the end of this phone call.The prescription was never sent to my respective pharmacy and never filled. After this experience with this company it is obvious that malpractice is at play and they are either doing this as a supplement way to produce income outside of normal medical practices and do not know whom they are talking to or why they are prescribing these medications.I request a full refund of ****** USD for this poor display of medical care. I hope no one else trusts this company with their mental or bodily health

  Business Response

  Date: 11/18/2024

  Dear BBB Team,
  
  I hope this message finds you well. We are writing to acknowledge a concern raised by a patient regarding his experience with Done Health. The patient has expressed dissatisfaction with his ADHD diagnosis and treatment, including issues related to communication, the quality of care, and prescribed medications.
  
  We take this matter very seriously and are currently investigating the situation. We have already reached out to the patient via email to sincerely apologize for his experience. Additionally, one of our care specialists will be calling the patient directly to ensure his  concerns are properly addressed and to provide the necessary assistance in resolving the issue.
  
  We appreciate your attention to this matter and want to assure you that we are committed to providing high-quality care and will take all necessary steps to address this patient's concerns.
  
  Thank you for your time and support.
  
  Best regards,

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22566839
  
  I am rejecting this response because I have no desire to speak with a care representative.
  My healthcare needs are proficiently taken care of at this time, and I will provide my feedback through the BBB so that they may oversee the communications.

  It seems as though Done Health has been bought out by Mindful health and since communicating with the BBB my information has been transitioned to a different forum.(See attached screenshot)

  This transition to a different company name echos my dissatisfaction with Done Health. Its quite poetic that immediately after connecting with the BBB I am forced with yet another change of representation.
  

  In no way shape or form was I alerted of this transition nor did I consent to Mindful Health purchasing access to my personal medical information and data.
  

  My preferred form of resolution is to be refunded the full amount of the initial consultation and annual membership fee  Totaling ****** USD, so that we all can move on from this issue.

  Sincerely,

  **** *****

  Business Response

  Date: 11/20/2024

  Dear BBB, 
  
  I am writing to provide an update regarding the recent matter with the patient in question.
  
  We have completed the refund for the patient, and his account has now been marked as inactive. Additionally, his payment method has been securely removed from our system to prevent any future charges. A refund receipt has been sent to the patients email for his reference.
  
  Please let us know if any further information or actions are required on our part. Thank you for your attention to this matter.
  
  Best regards,

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22566839
  
  I am rejecting this response because:

  I appreciate the transparency and promptness.
  
  
  As I am grateful for the refund that has been already processed totaling in ****** USD this processes seems to have failed to address the full amount of these services that is necessary to be refunded.
  
  
  Again the amount that should be refunded is the initial consultation charged at ****** and ****** annual membership fee.
  Totaling ****** USD 
  
  
  Please reach out to the billing team and ensure that the full amount is refunded from the original request so that we may leave this poor experience behind us.
  
  
  Professionally,

  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22566839
  
  I am rejecting this response because:

  Complaint: 22566839
  
  I am rejecting this response because:

  I appreciate the transparency and promptness.
  
  
  As I am grateful for the refund that has been already processed totaling in ****** USD this processes seems to have failed to address the full amount of these services that is necessary to be refunded.
  
  
  Again the amount that should be refunded is the initial consultation charged at ****** and ****** annual membership fee.
  Totaling ****** USD 
  
  
  Please reach out to the billing team and ensure that the full amount is refunded from the original request so that we may leave this poor experience behind us.
  
  
  Professionally,

  
  Sincerely,
  
  **** *****

  
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  I have been attempting to cancel my membership with Done, with is a monthly membership for **** services (appointment facilitating with doctors, medications, etc.). I no longer need, use, or want this service. This is no direct way to cancel your account on their website (******************************************), you have to go through their support team. I have no emailed four times back and forth with the support team over weeks, requesting that my account be cancelled and they stop charging me. During that time, they have continued to attempt a monthly charge and tried to close the support ticket without answering or assisting.

  Business Response

  Date: 11/15/2024

  Dear BBB,
  
  I am writing to address a recent concern raised by a customer regarding our membership cancellation process. We are aware of the situation involving ***** ***, who has expressed frustration over being unable to cancel their Done membership and continued billing despite repeated attempts to resolve the matter.
  
  We want to assure you that we have taken immediate action to resolve the issue:
  
  Account Cancellation: Our billing team has already canceled the patients account, and their payment method has been removed from our system to prevent any further charges.
  
  Communication with the ***************** team has already contacted the patient via email to inform them of the updates regarding their account. Additionally, one of our care specialists will be reaching out by phone to personally apologize for the inconvenience caused and further clarify the steps taken to resolve the situation.
  
  We understand the importance of customer satisfaction and are committed to providing a timely and efficient resolution. Please let us know if there is any further information you require.
  
  Thank you for your attention to this matter.