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:05/27/2025

  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.

  On 2/26/25 I utilized Doctors On Demand telehealth service. A few days later a received a bill from my health insurance provider, ***, for $229 which I paid immediately. I can see on my *** account website that the provider accepted the payout on 3/23/25. I started receiving bills from Included Health on 3/18/25 demanding payment of $229. I tried contacting the billing ***** at the number provided in the email *************), but every time I called I was left on hold for >10 minutes and then eventually would be told no one is currently available and to leave a voicemail and someone would return my call. I left several voicemails and never received a call back. I tried getting help through Doctors On Demand online chat, but was repeatedly told I had to pay the $229. I also called Doctors On Demand customer service at ****************, they could not help either, they would call the billing ***** at ************ and would tell me the line is busy and try again later. Finally, in mid-May 2025 I contacted my health insurance *** and reported the issue. They reprocessed my claims and told me "The claims that reprocessed are for dates of service 02/26/2025. Please note the monies that was paid to us will go to the provider. So they should not be requesting any additional payment butif you already have paid anything additional that is more than the deductible amount of $229.00, they will now owe you a refund." As of 5/27/25 I continue to receive bills from Included Health - Doctors on Demand for a service I already paid for.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:05/27/2025

  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 was put on a forced leave from work due to severe depression(in April 2025) and was told to contact the state in order to obtain disability. I went to a GP for the recommendation, and they said that i would need to contact a psychiatrist in order to obtain this disability, the soonest they could see me was in July 2025. I could not wait that long. I then Contacted included health for this assessment and documentation to give to the state. I was first seen 4.13.25. The doctor then prescribed me medicine and suggested to take disability. He then instructed me to see him again to fill out the necessary forms for disability. After that visit i was left waiting almost two weeks before i contacted the state asking for progress. The state informed me that included health never sent over any forms. i then contacted included health and would be placed on hold for 30 minutes or more and spent hours trying to get ahold of any supervisor to help me. They work in a cloud network where there is not a direct supervisor or path to take to get help. After messaging through their system and being left on hold i have a documented conversation from their staff asking me to make another appointment to figure out what's going on. i make the appointment as instructed. The doctor was confused as to why i made the appointment as it was unnecessary. He then said he would get the attention of the supervisors at included health to help me get the forms to the state. He asked if i picked up my medicine and wrote an email to a director for help. Included health refuses to refund me my money for this appointment stating that i was given medical advice and spent the 15 minutes for the visit. The visit alone was only told by their staff for me to make and for him to get the attention of the staff to help me get my documents sent over. over a month later i am out of a job with no disability documents properly filled out by this company and have not received proper care.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:05/23/2025

  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 paid $300 for a telehealth mental health evaluation and the therapist told me I should ****** a solution to my problem myself. She offered no resources or advice other than to use ******. I could've used ****** myself for free. I requested a refund through the company and they told me that the therapist provided me with the service I paid for. I did not ask her for ***************** I needed support for my mental health. This whole service is a scam.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We are working internally to address this concern and resolve directly with the member.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23370213
  
  I am rejecting this response because: they have repeatedly told me that the care they rendered was appropriate. I feel that if someone pays $300 and reaches out to a therapist, it is not appropriate to tell them to ****** solutions to their own problem. I do not feel that is appropriate care and it is a little ridiculous that they feel this constitutes quality care rendered. I know it is telehealth, but I could've gotten better care with an AI therapist. ******* would have at least provided me with direct links instead of telling me to use ******. This is just lazy clinicians who overcharge for nothing. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/30/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We are working internally to address this concern and resolve directly with the member.

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23370213
  
  I am rejecting this response because: the only resolution I want is a full refund for services NOT rendered. They have already reviewed my file internally.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/22/2025

  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.

  5/22 Met with a Psychiatrist I had met with once before. It was about 6 months ago, when I met with him for this 15 min visit that cost *****, he said he would need to do a 45 min consult instead. I said that is fine, but would like to be refunded for the visit so I could either go to a different doctor or I could schedule a longer one with him. The "visit" was a 5 min conversation of him telling me I should visit with my other doctor I saw around the same time. I was told by the customer support help line that they would have to open a ticket and have it reviewed to determine if I could be refunded and it could take up to 6 weeks. They wanted me to schedule another appointment with my other doctor not knowing or asking him whether he would also need another 45 min call or a 15 min call. (229 dollars or 99 dollars). So I would be in the same boat possibly without any communication with the doctor.

  Business Response

  Date: 05/27/2025

  Thank you for bringing this to our attention. With a valid Release of Information current and on file, we are able to further share the details of the visit that resulted in a formal complaint. In accordance with *****, the patient has agreed to release protected health information exclusively with the Better Business Bureau. This response may not be shared publicly on the BBB website or any other forum. We are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:05/15/2025

  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 received a random bill in February of this year, 2025, from "Included Health, Doctor on Demand" for $5..I thought it was spam. Every couple weeks since, I have received one, demanding I pay $5. No invoice, no account number, no service date, nothing. I only saw someone on Doctor on Demand once in the beginning of 2024, a year before the first invoice showed up. At that appointment, I had to pay my copay amount before I could even join the call with the *** I have called and left messages, tried contacting the business online, everything.. No one calls you back, no answer. The phone always says they will answer the calls in the order they receive it, but then sends you to voicemail after waiting for 20 minutes. No one has returned my messages. I do not know why they are demanding money from me, but it's ridiculous that you can't get through to anyone to get it resolved. I definitely never want to work with Doctor on Demand in the future if they are already messing up bills and demanding payment on something they show no evidence for. It's not much money that they're asking for, but I still can't verify if this is a spam message I'm getting or if the company is legitimately trying to double charge me.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We are working internally to address this concern and resolve directly with the member.

• Initial Complaint

  Date:05/10/2025

  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.

  Im filing a complaint about the Included Health app, which I used on May 9, 2025. I was charged a $35 copay for a telehealth appointment that never took place. I had the app open and followed instructions. The screen read: Feel free to check back later. Well notify you when your provider has joined and is ready to start. No notification came. Instead, I received an email saying I missed the appointment and would still be charged. I did not miss itI was actively waiting as instructed.I immediately scheduled another appointment and was charged another $35. That visit went through, though the provider was not helpful and did not assist with the employer form I needed. My employers instructions stated that TB and medical clearance may be able to be completed via a TELEHEALTH appointment with your provider, but this service failed to ********** attaching a screenshot from the second appointment. It shows the same feel free to check back later message I saw during the first one. For the second visit, I watched the screen the entire time to ensure I didnt miss anything. It's misleading to tell users to check back later and then penalize them for not being present the moment the provider ***************** without sending any notification.This was my third bad experience. Previously, I waited over an hour and was never seen. Another time, the provider told me, You should see someone about that, offering no advice, referral, or follow-up. Audio quality has also been consistently poor.Included Health promotes convenience and efficiency, but in my experience, it has wasted time, failed to meet basic standards, and charged for services it didnt provide. I am requesting a refund of the $35 for the missed appointment on May 9. I hope others research apps like this closely before relying on them for essential healthcare.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Request of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern. 

  Member Experience Specialist

  Included Health
  

• Initial Complaint

  Date:05/09/2025

  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 have been trying to resolve my bill from one appointment since December and now my most recent appoint. My copay is $40 which I paid through my insurance. They also charged me $20 for said copay with the card on file but keeping sending me a billing for "the rest of the $20 copay". I provided receipts multiple times showing both my copay being paid and what the insurance has paid and nothing. I am now having the same issue with my most recent appointment. It is obvious that they are having issues outside of me with this same issue if you read through the complaints on here. They can contact me via email as I will no longer accept phone calls from them as at this point. I have attached my receipts and a screen shot of the open bills. The cards they charged for those 2 visits need to be refunded and they need to apply the copay that I paid through my insurance to my account appropriately.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23307923
  
  I am rejecting this response because: After initial contact to say they would look into things and have a reposnse by the 16th I have yet to hear back. Nothing has been resolved.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/29/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We are working internally to address this concern and resolve directly with the member.

  Customer Answer

  Date: 05/29/2025

  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:05/08/2025

  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 visited included health ** on Demand on 2/5/25. I was charged $40 for the visit. On 4/25/25 I received an *** statement from my insurance company indicating that my charges for the visit was $4, and the insurance paid the rest. I contacted included health/ ** on demand on 4/26/25,4/27/25, 4/29/25, 5/1/25 and 5/8/25 with proof of insurance payment and a request for a refund. Each message was replied to with a canned response of "we'll look into it..." and never a follow up. I would like my refund of $36 that I am legally entitled to.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity.
  

• Initial Complaint

  Date:04/24/2025

  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 scheduled a physicians appointment with Included Health.- I was prepared for my appointment.- I established an account.- I attempted to log into their platform well prior to the appointment. I tried to login for an entire week with error messages. The screen capture is included. - My appointment was at 5PM CST. I cancelled at 10 AM CST. I work the day of the appointment and did not have additional time to remedy their technical issues. - Upon giving them the technical issues reason for cancellation that their platform does not work, they placed the blame on me for waiting so long to inform them of their error messages from their platform.- Even though their system was experiencing technical difficulties - they continued to assess a cancellation fee, which was not my fault. - That does not seem fair...

  Business Response

  Date: 04/30/2025

  Thank you for bringing this to our attention. With a valid Release of Information current and on file, we are able to further share the details of the visit that resulted in a formal complaint. In accordance with *****, the patient has agreed to release protected health information exclusively with the Better Business Bureau. This response may not be shared publicly on the BBB website or any other forum. We are working internally to address this concern and resolve directly with the member.
  

• Initial Complaint

  Date:04/21/2025

  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.

  Dr ** Demand/Included Health has not provided invoices/receipts for appointments to show the total that has been billed to me. There has been a growing balance for a couple years. I was initially told it was handled and was an error, however months later I received notice again for the balance. I was told it was because they changed billing companies. Finally, I learned the balance was growing, but nobody could tell me why (I was being charged at the time of each visit). Currently, there is a large balance made up of random charges beyond what I was charged at the time of the visit (visits were for my two child and I). Through the app, I am not able to see some of the appointments. Other appontments I can't see billing information for (I was told by a ***resentative that's because they changed companies in the fall). Several of the visits say there was no insurance payment or "self pay" despite insurance being on file and noted on invoices. It looks like I'm being billed at the time of my kids and my visits, but then I'm being charged again in a running balance behind the scenes with insurance not even being ran in some instances. I am requesting ALL invoices contributing to the balance, as well as ALL invoices for my two kids and I from July 2024 to current.I have tried many times to get this resolved. It's time consuming, and each *** passes the buck to the next. I see this is a very common issue with Included Health. I need help getting this resolved, please.

  Business Response

  Date: 04/23/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity.
  

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23229500
  
  I am rejecting this response because:
  

  My request doesnt require personal information to be disclosed by *** on Demand to BBB.

  I received communication from *** in Demand that my issue and information request had been sent to a depart which would handle the situation. I have not heard back from them, which is why I cant mark that the response is satisfactory. 

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

  Business Response

  Date: 04/30/2025

  Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity.