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:03/28/2025

  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.

  Complaint Against SteadyMD / Lemonaid Health: I am filing a formal complaint against SteadyMD / Lemonaid Health for making it unreasonably difficult to cancel a recurring subscription for their online healthcare services.I was charged a recurring fee on my credit card for a subscription I no longer wanted. I attempted to cancel through the companys website, but there was no clear option available to do so. After significant effort, I was forced to speak with two different customer service representatives. The second representative informed me that I needed to send an email to a specific address in order to cancel. This cancellation process is unnecessarily complicated and appears to be designed to prevent or delay cancellations.I believe this violates both federal and state consumer protection laws:Federal Law: Under the Restore Online Shoppers Confidence Act (ROSCA), 15 U.S. Code 8403, companies are required to (1) clearly disclose all material terms before obtaining billing information, (2) obtain express informed consent before charging, and (3) provide a simple mechanism for the consumer to stop recurring charges.Illinois State Law: The Automatic Contract Renewal Act (815 ILCS 601/), specifically Section 10(b), requires businesses to disclose automatic renewal terms clearly and provide an easy-to-use cancellation procedure, especially for contracts entered into ********* my case, the cancellation method was not simple or easily accessible, which is both deceptive and unlawful. I am requesting that the BBB take action to investigate this practice and that SteadyMD / Lemonaid Health be required to make their cancellation process compliant with applicable laws. Additionally, I am requesting a full refund of the charges incurred after my initial attempt to cancel.Thank you for your attention to this matter.Sincerely,**** ****** ***************** ************

• Initial Complaint

  Date:10/26/2024

  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.

  The business charged me 3 times the monthly service fee of $95 in May 2024. Two of those charges were unauthorized and I require refund for both.

  Business Response

  Date: 11/07/2024

  Hello,
  Thank you for reaching out and bringing this to our attention. We have refunded all three of the charges made to your card in May 2024, and sincerely apologize for the inconvenience caused. 
  Regards,
  The Lemonaid Health Team
  

  Customer Answer

  Date: 11/12/2024

  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,
  
  Brandon B*****

• Initial Complaint

  Date:08/07/2024

  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 a standing 12 month prescription with this provider. They are refusing to send a replacement for a lost pack of medication. My insurance already said they would cover it as they have a full coverage policy for three replacement prescriptions per year. The company is refusing to let express scripts fill my last pack of meds without renewing my subscription to them and paying for a new visit. This is for an existing prescription replacement pack. It is well within the timeframe for this last pack, which is for August, September and October. Lemonaid themselves are stating that it’s been less than a year and that I am not eligible to renew my script because I am still within my existing script timeframe. This also has nothing to do with asking for “free” medication from them as I get it filled through express scripts, my insurance and pharmacy. I do not receive anything from Lemonaid filing the script.

  Business Response

  Date: 08/19/2024

  While we wish we could help in every scenario, we did require a new medical visit for a provider to write a new prescription and replace the item lost during your move based on a number of factors including how much of the prescribed medication had already been shipped to you. A provider later reached out to try and help with your request, however was informed that you no longer need our services. You're welcome to send any additional questions to our Patient Support Team via email at ******************

• Initial Complaint

  Date:05/14/2024

  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.

  They charged me $95 and I did not receive my Rx. They also REPEATEDLY harassed me to provide the name and contact information of an emergency contact person. What kind of Rx refill emergency would necessitate contacting another person?

  Business Response

  Date: 05/24/2024

  Hi *******,

  Thanks for reaching out. When signing up for Lemonaid Health, patients must agree to the Consent to Telehealth which states that an emergency contact person is required for select service(s). If this information is not provided in the questionnaire for your visit intake, our providers will request this information during the patient visit. 

  You can find links to the Consent to Telehealth at the bottom of each page on our website.

  While we havent billed you $95 since September 2021, we do see that **** marked your most recent shipment as successfully delivered on May 13, 2024. You requested we close your account and halt any further contact on May 9, 2024, and your account was closed on May 10, 2024. Unfortunately, we are no longer able to send any further shipments should your previous package have been lost in transit. 

  Regards,
  The Lemonaid Health Team

• Initial Complaint

  Date:03/20/2024

  Type:Sales and Advertising 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 downloaded this app on Saturday and they didnt have an appointment available for me until Tuesday. Even after I signed up, it was not made clear to me at all, how much I would be paying for my appointment, or even my membership. I also was not aware that I was signing up for a membership. I didnt put the appointment in my calendar because I assumed that it would be listed in the app and I would be getting an email confirmation. I could not find my appointment anywhere in the app and I did not receive an email confirmation, so I missed my appointment and they charged me $50. When I asked for a refund all I got was an email saying that they would not be working with me. Im fine with that but I need my refund. When I googled how much it would cost some results came up saying that it would be a $25 appointment Missed appointment charges are 50% of the appointment rate and they charged me double. When I asked about my refund, they disregarded everything that I had said, and only stated that I had agreed to their policy. By checking a box that I had to check in order to get an appointment that I desperately needed to treat my UTI.

  Business Response

  Date: 04/04/2024

  Hi *********,

  
  Thanks for reaching out. It sounds like you signed up for Lemonaid ************ Complete, a service related to Lemonaid Health but with care and member support provided by SteadyMDs providers and medical assistants.

  
  We were able to confirm that you were sent an appointment confirmation email describing the details and scheduled time for your appointment. Missed appointment fees are also outlined in the New Patient Agreement which you agreed to upon signing up for Lemonaid ************ Complete. We have reviewed the messages between you and our team at ********, and confirmed they did determine you were not a good fit for the service after you threatened a medical assistant and used profanity in conversation with them.

  
  Ive made an exception to the New Patient Agreement terms to which you agreed, and refunded your missed appointment fee. You may direct any further questions or concerns to the ******** team, but we must insist you treat their staff with respect.

  
  Regards,
  The Lemonaid Health Team
  

  
  

• Initial Complaint

  Date:11/26/2023

  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 was charged $95 without getting the prescription. I did not know that it was set up on auto renew and didn't receive any notice of the 2nd payment. I only received notice when the payment was declined. I reached out to the company and attached the emails saying I should have known and there's no way to get a refund and they would research the prescription not being received but I haven't heard anything back about the prescription. I haven't utilized the counseling services since the first day. I would like a refund of the $95. I also provided the tracking info which shows delivered but again I never received it

  Business Response

  Date: 12/20/2023

  Thanks for reaching out, we apologize for any frustration. Weve reviewed the information associated with your inquiry. 

  
  On October 9th following your consultation with a member of the Lemonaid Medical Team, we sent you a message confirming you had signed up for a membership service, and that we would bill your card on file per the billing frequency you selected. A pharmacist also reached out to you three weeks after your initial visit date to check-in on any questions you might have. Although we attempted to both call you and send you a message on October 30th, we were unable to reach you.

  
  Following your requests on November 18th, our Patient Support Team canceled your monthly membership on November 18th. Although we made the terms clear during your initial phone call visit and in subsequent follow-up messages, we have made an exception on your behalf and refunded your monthly membership fee paid on November 17th. 

  
  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************).

  
  Best regards,
  The Lemonaid Health Team

  
  

  Customer Answer

  Date: 12/21/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/11/2023

  Type:Sales and Advertising 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 reached out for help for my depression on 07/07/23. I was out of state visiting family so this seemed like a good way to get medicine for a month. I tried the medication and it wasnt a good fit for me. I didnt reach out to the prescribing doctor to tell them I was discontinuing the medication because I didnt think it mattered. No one reached out to me to follow up since my initial appointment which you would think would be required before issuing a refill. When checking my bank account tonight I saw a charge for $95 billed on 08/07/23. When I signed up and paid there was no indication I would be billed on a monthly basis. Prior to being charged I didnt get any message or call that I was to be billed again. Im not even in NY state anymore! I cant even cancel the membership without speaking to someone from the company first which is wrong in itself. I have not received one email or secure message from this company that states I signed up for a monthly subscription service or that I would be billed again the following month. Without a follow up message from my provider or from patient support how can they charge me in good faith?! I would be happy if I was refunded for the month of August since I am not using their service and havent since my initial appointment on 07/07/23. Its disgusting how a company would take advantage of people with mental health issues like this. I never would have authorized a refill if anyone had contacted me from this company. I am beyond upset that I got charged for another month for a service and medication I do not use. This company is unethical and predatory.

  Business Response

  Date: 08/15/2023

  Thanks for reaching and we apologize for any frustration. Weve reviewed the information associated with your inquiry. 

  On July 7th following your consultation with a member of the Lemonaid Medical Team, we sent you a message confirming you had signed up for a membership service, and that we would bill your card on file per the billing frequency you selected. A pharmacist also reached out to you three weeks after your initial visit date to check-in on any questions you might have. Although we both attempted to call you and sent a message on July 27th, we were unable to reach you. Following your requests for a refund on August 10th, our Patient Support Team refunded your monthly membership fee on August 11th. 

  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************).

  Best regards,
  The Lemonaid Health Team

  
  

  Customer Answer

  Date: 08/16/2023

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/09/2023

  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 got on line with Lemonaid Health(23andMe) and filled out forms and talked to Dr about a prescription. When we were finished with the process, they said I was signed up monthly for refills and charges. I gave them this response in a message. ....... Ok, thank you for your careful analysis and prescription. I do not want monthly refills! If you insist on that, I want to cancel everything. If you send me monthly refills, I will report you to the BBB. I do not want endless reminders regarding refills. I will reach out to you when I'm ready. If you don't, I will **** you and move onto the next company. Please notify marketing. They have deleted my responses and ignored my request. I have copies of all correspondence.

  Business Response

  Date: 05/16/2023

  Thanks for reaching out and Im sorry for the frustration. Ive reviewed your chart and wanted to share more information. At the time a prescription is sent, we also send a secure message explaining how auto-delivery works and that it can be paused, changed, or canceled at any time, as well as the exact pricing of both the discounted first fill and price of all subsequent fills. We do our best to respond to patients as quickly as we can, though it looks like we weren't able to reply to you within the 3 hour window between your cancellation request and filing a BBB complaint.

  I can confirm that on May 9th we successfully canceled your auto-fills, and on May 10th we canceled your original prescription shipment and refunded your $30 paid for that canceled prescription shipment. 

  We have convenient secure messaging from within your account that you can use to contact ** at any time. You can also contact ** via telephone *************), and our patient support team is here 7 days a week to assist you with your questions. 

  Best regards,

  The Lemonaid Health Team

  
  

  Customer Answer

  Date: 05/17/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/16/2023

  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.

  Contacted Lemonaid Health for a Rx for hydroquinone for dark spots that I have used in the past. I am told there is the option to fill a rx locally so you are able to use insurance and not pay $135 for a months worth of product. I pay the $25 fee to be seen and request the Rx be sent to my local pharmacy and would only like a Rx for hydroquinone and not a compound which includes tretinoin and a steroid. I am then told the only way I can use their service is to take the compound from their mail in service for $135. I asked for clarification saying I did not want the compound, I only wanted the hydroquinone and it is fine they could not fill it from their mail in service as I wanted to use my local pharmacy anyway and then I was told they will not send a prescription to my local pharmacy where I am able to use my insurance and they only thing they fill is a compound which had to include a steroid and tretinoin. Their website specifically states prescriptions can be sent to local pharmacies and you are not required to use their mail in service, yet, I was denied the ability to use my own pharmacy and furthermore, they are trying to force unnecessary meds that shouldn't be used long term or when not needed.

  Business Response

  Date: 02/22/2023

  Thanks for reaching out and Im sorry for the frustration. Ive reviewed your chart and wanted to share more information.  Specific to our ****************** we only offer compounded prescriptions which *********** through our partner pharmacy that customizes each order.  I know this is different from our other services, and we do try to be clear on the service page how everything works.

  
  I can see we responded to your secured messages in your Lemonaid account and also tried to call you and explain that the specific prescription you were requesting is not available through our service.  

  
  I apologize that we werent able to reach you by phone and discuss it further.  I verified that your visit was canceled as requested, and there was no charge to you for this visit.  
  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************).

• Initial Complaint

  Date:12/09/2022

  Type:Sales and Advertising 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 set up an online visit for a reocurring sinus infection that i get every single year around the same time. I have used Lemonaid Health 2 other times and each time the Doctor would listen to my symptoms and then call me in a prescription to my local pharmacy for antibiotics. Well this time I waited to see a Nurse Practitioner, I explained to her that I have had really bad allergies for the past 2 months or so, and that within the past few DAYS I have started getting worse and it was starting to drain and i could feel some tightness in my chest. And alot of pressure in my face. Well she proceeded to tell me that since i was having pressure in my chest for the past few months that she thought that I needed to be seen by a Dr in person. Which is Not what I said.I said that I had bad allergies the past couple of months and the symptoms had just gotten worse within the past few DAYS. So I paid them $49.00 and had to go see another Doctor who ended up prescribing me an antibiotic for a sinus infection. Which I had to drag my ********* out to do. And when I tried to reach out to Lemonaid Health to see if I could get reimbursed at least for my troubles, they did not respond and just ignored it. So I feel like I got scammed. And the Nurse practitiiner did not even listen to me, I just feel like they were trying to rush, did not listen to me.

  Business Response

  Date: 12/15/2022

  Hi ********,

  
  Thanks for reaching out and were happy to help. Our records show that your most recent visit was scheduled as a different type of visit. Note, Sinus Infection visits work differently than ************ visits. 
  ************ visits can cover multiple issues, the $49 visit fee is for the consultation and is listed as non-refundable on the website. Since we operate from an abundance of caution and safety, its important to have someone who could complete a physical exam to confirm the severity of the symptoms. 

  
  Our records show that we do not have any calls or messages from you after the visit in question, and our team would be glad to review your refund request once you reach out to us. 

  
  If you have any questions, please feel free to reach out to our team via secure messaging from within your account or via telephone *************). 
  

  Best regards,
  The Lemonaid Health Team