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: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:04/09/2025

  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. 

• Initial Complaint

  Date:04/09/2025

  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 paid a bill through my insurance to Included health *** on Demand) on 1/31/2025. My insurance shows they "accepted" the payment on 2/16/2025. I have been fighting with them ever since to get the billing corrected. I have called, messaged through the app, and sent pictures of everything and I am still getting emails and texts. There were 2 bills and they took care of one but not the other. I included 2 pictures. One is their "invoice" showing the date of service and the other is my insurance showing the "payout" record including transaction numbers.

  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. 

  Customer Answer

  Date: 04/17/2025

  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.

  I have included an updated image of the invoice summary to show that it is now reflecting a $0 balance.  Thanks for your help. 

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

• Initial Complaint

  Date:04/04/2025

  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.

  Date of service : 1/24/2025 billed $54 I have made numerous outreaches regarding this bill. The bill was paid as soon as it was received from my insurance company. I am providing proof of receipt from my insurance company website, which initiates the payment and processes through my health savings account. You will have a screenshot from my insurance, from my health savings account, and a copy of my chat with **********, providing the details of that payment being received by you.Attached copies of my online account with payment details, payment info (chat with my bank) confirming the payment was accepted

  Business Response

  Date: 04/07/2025

  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:03/25/2025

  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 received telehealth counseling services from **** on Demand" now called Included Health from 2022 to 2023. I had appointments that were consistently cancelled by the company Due to the therapist not being available. On the website, they advertise "no surprise billing," yet for all of 2024, I received numerous emails stating that I owed them different amounts with each email. At one time, I sent over $300 in for the entire amount they said I owed them. I thought it was settled, until I get more emails again with different amounts. I've called and communicated with their billing office at least 8-10 times over the past 3 years. TODAY 3 years after my initial visit I get yet ANOTHER email stating I owe $42, which is different from the $9 they've been harassing me for the past year. I'm DONE. They can send me to collections while I file every complaint I can possible file. ********************, ***, *****************************, governors office, and may consider a class action law suit. The unethical billing practices of this company should be illegal. I am a nurse practitioner and I would never in a million years refer anyone to this company. I ended up with more anxiety after dealing with them than when I started with them!!!! Stay away from this company!

  Business Response

  Date: 03/27/2025

  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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to resolve an invoice which all claims were supposed to be 100% covered, however, I am not receiving any sort of answers from this company. Their calling system will tell you to either leave a message or hang up. I think it is extremely problematic that there is no way to contact this company and I feel on alert with how this is going on.

  Business Response

  Date: 03/27/2025

  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.

• Initial Complaint

  Date:03/13/2025

  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 had a Doctor on Demand appointment on 7/29/24. The bill was $54.00. I paid the amount through my HSA on 7/30/24. United Healthcare approved the claim on 12/19/24. On February 18, 2025, I started receiving email from Included Health for a payment reminder for $5.00. I called United Health Care on 2/19/25 to clarify what this billing was and they said it was an incorrect billing. They called Doctor on Demand to sort this out and provided me with the case number ******** and told me to disregard the bill because it was incorrect.I am still receiving the bill as of 3/12/25. I called Included Health and they said they could not give me a time when it would be resolved even if it has almost been a month since.I would like the billing to be adjusted and the emails to stop.

  Business Response

  Date: 03/17/2025

  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: 03/17/2025

   
  Complaint: 23061616
  
  I am rejecting this response because:  Where is the Release of Information form?  Why is it needed when all you have to say is that you have adjusted the billing?  This is just a delaying tactic.
  
  Sincerely,
  
  ****** *****-****

  Business Response

  Date: 03/26/2025

  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: 03/26/2025

   
  Complaint: 23061616
  
  I am rejecting this response because:  I asked for the Release of Information form and I still get the same canned response from the business.  This is an indication of how they do business.

  Please provide the form, otherwise, please consider this as authorization to release the information that you have adjusted my billing.

  
  Sincerely,
  
  ****** *****-****

• Initial Complaint

  Date:03/11/2025

  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.

  Good afternoon, I have tried since January of this year to receive a credit from the company due to its overcharges to my FSA card in 2024 for *** on Demand telehealth services. I only have until 3/16/25 to pay for other *** charges, and must spend down my balance by 3/31/25 or lose these funds, which had been subtracted from my hard earned paycheck.I have followed up over 10 times and am only getting a canned answer from their online chat. They owe me at least a $15 credit for this, and are not confirming when this will occur. I have sent them a spreadsheet detailing the expenses (attached), and they acknowledge that they owe this credit.Thank you, ********* ****** Cell: **************

  Business Response

  Date: 03/20/2025

  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.