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:05/10/2025

  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:05/08/2025

  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.
  

• Initial Complaint

  Date:04/16/2025

  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 keep getting bills from December 26 ************************************************************* again

  Business Response

  Date: 04/17/2025

  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:04/16/2025

  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 had an appointment booked with my therapist and was on the app waiting for the appointment to start and as it was loading in the video appointment thr screen was all black and was doing nothing but loading. I was then booted after constantly trying to refresh and go from wifi to data and nothing was working. I got charged for the visit and immediately talked to someone. Visit was rescheduled and I was told they'd put in a ticket for a refund. This was 2/4/2025 Appointment was rescheduled for the next day and upon talking to my actual therapist even she said she was having issues getting the app to work on her end for her appointments. This was 2/5/2025 Not only was the app not properly showing my insurance, or the proper coverage, I complained how I'm suppose to be paying $99/per visit and $90 per visit for therapist. Everything was backwards it suddenly went from me having to pay upfront to me not having to pay anything even thought I was told I'd have to pay and at the time I had a job and COULD pay. The app was messed up and was showing I owed nothing. 3/3/2025 still no refund from 2/4 and a ticket/case was opened, nobody responds and it's 4/16 and still nothing. I also got an invoice for owing money to ******* Hlth and I no longer have a job. Their lack of technical support as well as their app not working properly now becomes my burden at a time when I have absolutely no income or insurance. I cannot find the invoice, but I did get a notification for it and seen it, not sure if it was an error, but I still got no refund

  Business Response

  Date: 04/16/2025

  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: 04/16/2025

   
  Complaint: 23211386
  
  I am rejecting this response because:
  

  I got an email stating I got a message but when I log in there's nothing. I've clicked on absolutely everything possible and there is nothing. I've logged in via non mobile device and desktop and still nothing. I cannot take action on something I never received. 

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

   

   

• Initial Complaint

  Date:04/13/2025

  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’ve contacted UHC, TDI, TMB, HHSC and the ombudsman to no avail. I’m deeply in need of your support as I’ve been fighting this nightmarish battle for over a year now. In late 2023, I was on medical leave with my employer. They suspended my plan while I still needed care. It was then I got Covid for the first time. I called DOD for help. I had to pay OOP for DOS 12/23/23 despite having met ded/OOP max. I collected superbills for this and other visits to present to UHC once plan 986131830 was reinstated, but UHC advised that I'd been charged above contract rate and that they couldn’t reimburse me. Other providers worked with me, but Doc on Demand has refused, saying they're outside timely filing and that I didn’t reach out promptly. This is incorrect as UHC’s Family Engagement Center was communicating with them for the first several months before I stepped in. DOD also used place of service code 11 instead of 02 or 10, so if they were to submit a corrected claim as they should, timely filing would be immaterial. Despite UHC and I both pushing for this, DOD has continually refused to update the POS code so a corrected claim can be filed. DOD is overindemnified, and their enterprise dept. has handled this both incorrectly and unethically. I demand that they promptly reimburse the charges to me and file a corrected claim with UHC directly. I used a payment method at the time that is now expired, so a check will need to be mailed to my new address listed on this form. I’m happy to answer any questions. Email is typically the best way to reach me, but if phone would be more ideal, I’d love to schedule a time. I work MTThFr 9-6 and Weds 8-5; if our core hours overlap, I could move my lunch to make things work. If you call and don’t reach me for any reason, this is my personal cell, so please leave a detailed message. Grateful for your assistance!

  Business Response

  Date: 04/18/2025

  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 HIPAA, 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 share resolution directly with the member.
  

  Business Response

  Date: 04/23/2025

  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 HIPAA, 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 continuing to work internally to address this concern and resolve directly with the member.
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23193232
  
  I am rejecting this response because:

   

  I'm unwilling to take the word of a chat rep. The business continually asserts that place of service code 11, which is used for in-office medical visits, is the appropriate code for an online-only provider as their contract with UHC dictates. If this were true, how could my claim with UHC be denied multiple times on these grounds? IH has again contacted me directly/outside of BBB, so I want to note that in case it's non-standard. I have responded saying I would like to see specific contract-based language. They have also asserted that UHC didn't attempt to contact them before I did in April. This is incorrect as I was in touch with my Family Engagement Center advocate in the preceding three months, and she was receiving pushback from multiple providers. Now, if IH is being truthful on this, it's possible she could have been clearer and meant that she was unable to reach anyone there. Previous UHC reps have commented on excessive wait times, so this is possible. However, I'm sure you understand why I feel untrusting of IH's claims given how I've been treated. IH has stated that a clinical billing team member will review my requests. I have also asked for an official superbill as what I have appears only to be a statement (which is different). This is not the first time I've asked for this, either, so I want to note that. Usually I'm told they'll work on it and (a) either never hear back or (b) eventually hear back that they won't be providing anything other than what's on file. I appreciate your continued support throughout this process.
  
  Sincerely,
  
  Melissa Finefrock

• Initial Complaint

  Date:04/13/2025

  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 have been trying to contact support via email for months, to verify my coverage through an employer. Every time I have emailed support I get an automated response saying theyll try to get back to me in 1-3 days but, weeks later they still have not responded. I would like to use the services this app offers but I am unable to due to there lack of response.

  Business Response

  Date: 04/29/2025

  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:04/12/2025

  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.

  1. Randomly reached out for older medical bills I was told were automatically deducted 2. Unable to contact them on the phone. They make you wait 30 minutes to them send you to voicemail. They never call back. 3. They give no options to pay online. They do not have any way to send payments by mail and you cannot connect with a representative to take phone payments - which is a violation of disability rights for those who physically cannot party online. 4. When you pay online you cannot open the terms and conditions, there is an error message and nothing else. You must blindly accept those to pay. 5. There is no way to get a receipt. The web page gives an error

  Business Response

  Date: 04/29/2025

  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:04/09/2025

  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.

  Our insurance, Regence had provided doctor on demand for free but at some point this change without notification. Doctor on demand continued to say the service was free and there were no hidden fees. My complaint is False advertising. Logged into the app with my information and insurance it should have been reflected I had to pay all of the costs until deductible met. I have called customer service and made no progress getting to a supervisor with any power to do anything. They just said sorry I have to pay all of the bills even tho it stated it was free. They have since updated their website to reflect cost is after deductible and variable. I have the original screenshots of what it said. I would like the fees waived for visits thus far as it was clear it was free and unethical to charge after claiming no hidden costs, cost to you is $0 and then later asking for payments months later. $312 thus far with many more bills likely to show up. If the above is disputed. My Second complaint is one of the dates of service, the provider said she would not treat pregnant woman once I said I was pregnant and did not provide any care. I do not plan to pay for this visit with ******** ******* February 22nd.

  Business Response

  Date: 04/15/2025

  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.