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Business Profile

Health Care

Done Health

This business is NOT BBB Accredited.

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Important information

Complaints

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

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Done Health has 2 locations, listed below.

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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

    Customer Complaints Summary

    • 350 total complaints in the last 3 years.
    • 66 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/31/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 joined Done as an easy way to receive medication for ADHD. From the initial consult the provider focused exclusively on me having a *********** diagnosis and in the past took Synthroid to manage symptoms. I had never been out of normal range so there was no need to consider hypothyroid as a reason for ADHD symptoms. She demanded I get blood work done which I did not object to, however, she was very rude when I could not get an appointment sooner than 3 months out. Regardless, I satisfied diagnostic criteria for ADHD since I was 5 years old and she refused those health and academic records for 12+ years that served as support for my ADHD diagnosis.Once I received my blood work I informed her that everything was fine and she prescribed my medication. I had requested a new provider from Done because I did not feel like the original one I had was listening to my concerns. They ignored this multiple times and then blamed me for not being able to call them on the phone despite them having the online option available. Because I am deaf, I require accommodations that they not only did not provide but made impossible for me to provide for myself. I would have called them after finding an interpreter, however they do not provide anyone with a contact number. They do not provide interpreters for phone calls.I had requested a refund for services not being appropriate and lack of provision of accommodations, this was ignored. The provider then insisted that I provide her with expensive medical documentation that is not necessary for my ADHD diagnosis. I refused to provide her that information as she had declined my records that have been accepted by every other psychiatry professional I had seen to date. I asked her to stop contacting me, yet she continued. The company, Done, has not stepped in even though I told them I am canceling my account and her continued contacting me is harassment.

    • Initial Complaint

      Date:01/30/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      First of all, I believe I was duped into making this appointment in the first place. I filled out the form from an Instagram ad on 1/25/23. The form indicated the cost to make the appointment was $10 which I thought was reasonable. I didn't notice in the fine print that it would actually be another $180 charged 48 hours before my appointment. I attempted to reach out immediately via email to cancel the appointment as I couldn't find a way to do so directly in the portal (it just kept asking me to upload my driver's license to confirm my appointment). I got a response the next morning (1/26/23) from *********, and it was already within 48 hours of my appointment (1/27/23) so I had been charged. I told ******************** would like to cancel and be refunded and she never responded. Second, I was under the impression that this appointment would be with a therapist who could discuss my ADHD symptoms with me and help me develop coping strategies and understand my diagnosis more. That was not at all my experience. This seemed to be an appointment just to get a prescription, which I already had, so it was a huge waste of money. My therapist mentioned that she had heard several people indicate that they didn't understand what the cost of the appointment would be when they booked it and that it was already too late to cancel. I believe this is predatory and misleading marketing. You are marketing to people who have ADHD and preying on their lack of attention to detail and impulsivity by obfuscating the true cost of the service and making it challenging to cancel. I emailed Done to state my complaint and request a refund and cancellation on 1/27/23. I received no response. I followed up on 1/30/23 and received a receipt for a partial refund ($100 of the $190 I paid) and no confirmation that my account has been closed. My account appears to still be open and there is no way to cancel it online. I followed up with customer service again on 1/30 and havent heard back.

    • Initial Complaint

      Date:01/30/2023

      Type:Product Issues
      Status:
      Resolved
      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: January 24, ***********: $199.00 The business was supposed to provide a doctor's *********** for the prescription Adderall The nature of the dispute is that I never connected with them for an *********** and in fact asked that they cancel any *********** but they did not and still charged me $199.00 for an *********** that never took place.I sent an email asking for the $199.00 and they have simply refused, no explanation, nothing.

    • Initial Complaint

      Date:01/28/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 seemed I needed to sign up in order to get pricing information, so I signed up and immediately after getting pricing information I emailed them to cancel. They responded that they had canceled the appointment, however they charged me for not showing up to the appointment they cancelled. This company is a fraud and a criminal enterprise scamming people with mental illness and should be dissolved immediately!

    • Initial Complaint

      Date:01/27/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 paused my membership on January 20, 2023. On the website and n the confirmation email it stated that my billing cycle needed on 2/9/2023. I received a confirmation email stating that my payment would resume on March 9, 2023. On January 24, 2023 my bank account was charged even though the email states that I would not resume billing until March 9, 2023. The company stated that they never received any pause on my account and that they indeed did charge my account. I will include all emails received.

    • Initial Complaint

      Date:01/27/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      A few months ago I was given a new therapist and ever since then the customer service has been terrible. Late communications and refills. I pay my monthly fee and get terrible or no service in return. This month I requested my refill and never received it. I've emailed and I've set up appointments for a call from customer service but never received a call. I emailed about the service call I didn't receive and I got no response from the email. They take my money but provide no service.

    • Initial Complaint

      Date:01/27/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The appointment was one week ago on January 19, 2023. Have not received medication. Can someone please fix this issue / provide pharmacy support? I am not sure what the issue is....

    • Initial Complaint

      Date:01/27/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Had an appointment a week ago on Thursday, January 19, 2023. Have not received medication; it is unclear why the provider has not sent to an acceptable local, pharmacy. Unclear whether this website is reliable. Request assistance with pharmacy.

    • Initial Complaint

      Date:01/24/2023

      Type:Product Issues
      Status:
      Unanswered
      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 December 27, 2022, I was charged by Done First for my adhd treatment. I was set to be charged again on January 27, 2023. On January 3, 2023, I requested a refill for my medication. On January 6, 2023, my pharmacy informed me that they haven't received my prescription. On the same day, I emailed done asking my prescriber to send my refill to the pharmacy. On January 10, 2023, I write them again inquiring about my refill because they never responded to my previous emails. After not hearing from them, I cancelled my membership with Done on January 17, 2023 and requested a full refund for the time period of December 27 to January 27. On January 19, 2023, Done emails me advising that they will reach out to my prescriber to fill my prescription. I replied to done stating that I no longer was a client and to please issue me a full refund. Done responded offering me a discount to which I declined and requested a full refund once again. On January 24, 2023, Done issued partial refund for the aforementioned time period and provided no basis for not issuing a full refund.

    • Initial Complaint

      Date:01/23/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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: 1/19/23 I was tricked into doing business with the company after receiving multiple targeted ads telling me to get started for only $10 (and some for $20). I booked an appointment for the next day and I was immediately billed $200! They still havent sent me a receipt or acknowledgment of the charge, but I am having my bank contest it. There is no way to get in touch with the company. I have emailed, called and commented on posts. I have videos and screens shots of their misleading ads. There are dozens of recent complaints by other users who were duped into this scam. With little information, I assumed my $10 appointment would be an intro to discuss the process, insurance coverage, etc. NO its an immediate membership for a service I know nothing about. I am still receiving emails telling me to continue for only $20

    Done Health is NOT a BBB Accredited Business.

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