Complaints

This profile includes complaints for Plushcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plushcare, Inc.

  2261 Market St PMB 22930 San Francisco, CA 94114-1612

  
• 

  Plushcare, Inc.

  101 Mission St Ste 800 San Francisco, CA 94105-1744

  

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:06/11/2024

  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.

  I cancelled my membership with PlushCare Wednesday, January 3rd, 2024. I have e-mail confirmation of this. I have been charged ***** per month ever since. I've contacted ***************************** several times for refunds and I've only been told that my membership was cancelled already or maybe I have an account under another e-mail address and I don't. My card information is stuck in this account and there is no option to remove it. There is trace of an active membership anywhere in my account. There isn't even an option to add a membership again. I can only edit my card information with no option for deletion. I've been charged $67.96 in total and I've like my money refunded. I've had to cancel my debit card because the recurring charges could not stop. Please refund my money. At this point you are completely stealing.

  

  Business Response

  Date: 06/14/2024

  Thank you for the opportunity to respond to this complaint. We informed the member on 6/12/2024 that their membership under email ************************ has been cancelled as of January 2024 therefore, if they're still receiving charges to their account this could be due to the following reasons:

  1. They have additional PlushCare accounts - please provide us with alternative emails so we can confirm if the membership is attached 

  2. A family member or friend has the member's card attached to their profile - if so, please provide us with the card information (last 4 digits, expiration date, card type, last charge date) so we may manually search our payment system to locate the attached membership

  3. There is fraud to their account - please have the member report this to their banking institution and follow proper fraud protocol

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21833221
  
  I am rejecting this response because:

  I don't have any friends or family members using my account and I have no additional accounts active.

  I've already cancelled my card because the monthly auto charges continued to post. Currently, if I log into my account, my card information is on file and there's no way to delete my card-- only to update payment info.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/21/2024

  Hi there, thanks for taking the time to provide your response. Unfortunately, if we cannot locate the charges manually we are unable to refund or cancel the charges. However, we've removed your card information from your profile - have a great weekend!

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21833221
  
  I am rejecting this response because:

  I don't understand this response. I've submitted proof of the additional charges and you seem to have contradicted yourself by admitting that you finally removed my card information from my account when I was unable to do so myself. How are you unable to find proof of you charging my account when the card that the charges were applied to was active in my account and you were able to delete it manually? I've seen many complaints from former customers who have had this exact issue and I'd like for my money to be refunded because I did cancel my subscription properly and provided the proof. I've never once received an e-mail receipt even when my subscription was active. How could you as a company not have proof of our transactions? I will not be using your services again and I'll inform my friends and family to stay away as well. 

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

  

  Business Response

  Date: 07/02/2024

  Thank you for forwarding the consumer's response, with the provided email *************************** we can confirm that there is not payment information associated with this profile. Please have the consumer provide additional emails that *** have been used upon sign up and we'd be happy to remove the card. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21833221
  
  I am rejecting this response because:

  This is the only e-mail address I've used with PlushCare. I am still receiving your newsletter e-mails til this day.  I've already provided screenshots of the membership cancellation e-mail in a previous response. That's the e-mail that was used and I had an activate account under it. ********************** does not provide receipts or payment confirmation e-mails when a customer is charged so there is no e-mail trail from PlushCare other than what was charged in my bank statements. I'm attaching my previous screenshots that show my e-mail address and the cancellation e-mail. 

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

  

  Business Response

  Date: 07/29/2024

  Thank you for forwarding this complaint and allowing us the opportunity to look into this. On June 11, the member spoke to our Support Team and we informed them that we cannot locate an account with the name and email they provided. In order to move forward with membership cancellation and refunds, we will need more information from the conumer:

   

  1. Alternate email that *** have been used when setting up a PlushCare account

  If the consumer does not have an alternate email//account with us, this *** mean they have a family member that *** have access to their account (please provide the card information so we can manually search our payment system to locate the charge) or their card information has been compromised (this would need to be reported to the consumer's financial institution and follow the correct steps for fraudulent charges). Thank you! 

• Initial Complaint

  Date:05/31/2024

  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.

  May 29 I paid $129 for a 15 minute visit with a PlushCare provider to get Prednisone prescribed for my severe asthma as I stated in the "reason for visit" message. The provider was unable to provide any answers as to my asthma and also did not prescribe Prednisone and instead directed me to look for a pulmonologist. Refunds are advertised in bold on the website if the visit does not resolve your concern. My concern was not resolved, but when I contacted PlushCare they refused to provide a refund.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. After reviewal, the consumer received care from a PlushCare physician (counseling, treatment plan, prescription, referral) therefore, a refund cannot be granted as services were rendered. 

• Initial Complaint

  Date:05/31/2024

  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.

  I contacted PlushCare to cancel my subscription. On March 31, 2024, I received an email from them confirming the cancellation of my subscription.Since then I have been charged twice. I contacted the company today to resolve this issue. I also requested I receive a refund as these charges are now fraudulent. The customer service representative confirmed the cancellation email.. but told me the only way to have the charges stopped and receive my refund was to contact my bank and have my bank refute the charges. This is totally unacceptable. Beware of this company. They are stealing from me,

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this complaint to our attention and giving us the opportunity to review and respond. After careful review of the member's profile, there is not an active membership associated with the email provided. The member spoke to our support team and their credit card was removed from their profile however, we'd be more than happy to refund the additional membership fees if the member could: 

  1. Provide an alternative email address allowing us to look for duplicate accounts

  2. If an alternative email is not available, provide the last 4 digits of the card charged, expiration date, card type, last charge date so we may manually search our payment system for the associated membership charge

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:05/29/2024

  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.

  On May 22nd I received an email from Plushcare thanking me for a payment they unauthorized drafted out of my bank account without my permission.I never authorized any auto-payments!! Plushcare had apparently save my banking information I used on a online payment recently and drafted monies in the amount of $63 out of my account. I called and spoke to a representative whom explained she had saw payments I made to them and somehow they mistakenly withdrew and stated will have the funds refunded back in my account. It's now been a week and I have not received my refund. There's been emails sent back and forth but I'm not getting any resolution. I'm hoping you are able to help. I have provided emails attached. Thank you

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this consumer complaint to our attention, and for the
  opportunity to respond. At the time of booking, we provide an estimate of a
  consumers out-of-pocket expenses based on the details provided
  to us by their insurance provider. PlushCares primary goal is to provide
  individuals with the best possible care. The charges help us
  maintain high standards of service, ensuring that you receive thorough and
  quality medical attention.
  
  
  We submitted a claim to the consumer's insurance company and
  the insurance plan stated that the patient responsibility is higher than what
  was anticipated resulting in an outstanding balance after their visit.
  
  
  This information is shared in a variety of ways in our Terms of Use which can
  be found on our website and in our emails. One important section to note is
  Charges on Your Billing Account. In this section, it states that PlushCare has
  the right to bill the Payment Method that the member has on file. Another
  important section is Membership Fee in which it states that, If you do not
  have insurance coverage for the Services, or if payment or coverage is
  denied by your health plan or employer, and you have used the Services,
  you acknowledge and agree that you will be personally responsible for all
  fees or charges. PlushCare cannot guarantee that your health plan or
  employer provider will cover these fees or charges.
  
  
  We have been attempting to collect on this payment for at least 90 days and
  multiple messages have been sent to the consumer through email
  and our mobile application, seeking resolution and payment for the
  outstanding balance. We also provided several notices to the consumer that
  their method of payment would be automatically charged on the date
  specified. In January 2024, the member confirmed they would like to enroll into a payment plan however they have not responded to our outreach. 
  
  
  We greatly appreciate the feedback that we receive from our members and we
  strive to provide an excellent member experience. Please contact me with
  any questions or if you require additional information to support and respond
  appropriately to this complaint. We look forward to an appropriate and
  expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:05/29/2024

  Type:Customer Service 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 05/27/24 ***** care charges my credit card 160 dollars fraudulently. I used them two years ago one and have since cancelled my membership. I have contacted my credit card and advised them of the fraudulent transaction. I have also logged back into my old plush care account to contact them directly with no answer from them. I searched the membership page for a cancellation button which was n on existent, which is not surprising since I have already cancelled my account two years ago. I want my money refunded and not be charged any further. My membership is cancelled. My next step will be my attorney and finding other victims of this fraud to file another class action suit.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this consumer complaint to our attention, and for the
  opportunity to respond. At the time of booking, we provide an estimate of a
  consumers out-of-pocket expenses based on the details provided
  to us by their insurance provider. PlushCares primary goal is to provide
  individuals with the best possible care. The charges help us
  maintain high standards of service, ensuring that you receive thorough and
  quality medical attention.
  
  
  We submitted a claim to the consumer's insurance company and
  the insurance plan stated that the patient responsibility is higher than what
  was anticipated resulting in an outstanding balance after their visit.
  
  
  This information is shared in a variety of ways in our Terms of Use which can
  be found on our website and in our emails. One important section to note is
  Charges on Your Billing Account. In this section, it states that PlushCare has
  the right to bill the Payment Method that the member has on file. Another
  important section is Membership Fee in which it states that, If you do not
  have insurance coverage for the Services, or if payment or coverage is
  denied by your health plan or employer, and you have used the Services,
  you acknowledge and agree that you will be personally responsible for all
  fees or charges. PlushCare cannot guarantee that your health plan or
  employer provider will cover these fees or charges.
  
  
  We have been attempting to collect on this payment for at least 90 days and
  multiple messages have been sent to the consumer through email
  and our mobile application, seeking resolution and payment for the
  outstanding balance. We also provided several notices to the consumer that
  their method of payment would be automatically charged on the date
  specified. As a one time courtesy, we communicated to the consumer (on May 31, 2024) that we've refunded the auto charge. 
  
  
  We greatly appreciate the feedback that we receive from our members and we
  strive to provide an excellent member experience. Please contact me with
  any questions or if you require additional information to support and respond
  appropriately to this complaint. We look forward to an appropriate and
  expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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 set up an appointment in November 2023 for a video appointment that the provider never showed for. I reached out to get a refund of the $50 and they never responded. They've now charged me a monthly fee for some reason of $14.99 then $16.99. They are completely non responsive. I am requesting a full refund and for them to stop charging.

  

  Business Response

  Date: 06/14/2024

  Per terms of service, when you book your first appointment, you are automatically enrolled into our membership program, which was free for the first ************************************************************************************************************************ next-day appointments, access to some of the top doctors in the country, and innovative digital health services such as in-app messaging.
  
  
  The membership is communicated in a multitude of ways:
  1. There is a membership tab on the top of www.plushcare.com.
  2. When you book the first appointment that enrolls you into membership there is a summary of the cost of the membership.
  3. In our welcome email, titled "Welcome to PlushCare", which details the membership benefits.

  As a one time courtesy, we've cancelled and refunded all membership charges. Refunds can take 5-10 business days to reflect to your account. 

  Customer Answer

  Date: 06/14/2024

  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,
  
  *************************

• Initial Complaint

  Date:05/28/2024

  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 called to ask questions before making an appt. I asked how it would work if my insurance would not cover the meds and do you compound so it is cheaper? I was told "don't worry about insurance, we have our ways, we will work with them and it will be much cheaper. Regarding compounding, I was told no they do not compound, they prescribe so much medicine, it is the cheapest available. I made the appt. The appt lasted 3 minutes. I was told she would prescribe the meds. I asked about payment since my insurance did not cover the meds. She said sorry, I don't have anything to do with that, I prescribe and you pay for the meds. I explained that I was told that they work with insurance and she said she knew nothing about that. The only option was to pay out of pocket. Also the "doctor" was glitchy. I believe she was AI and not real. I have made several complaints. I was charged $175 to be lied to. I asked questions before the appt, made the appt and was lied to. I believe they lie to the patients to get the office visit fee that is not covered by insurance. They take hundreds of appts every 15 minutes for the cash. They are not helping anyone.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.

  As a one time courtesy, we have waived the member's Apero bill - please allow 6-8 weeks for this change to be reflected on the account. We greatly appreciate the feedback that we receive from our members and we
  strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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 billed 140 for a copay for ********** of Texas. The site said I would be refunded after a couple weeks. Its been a couple months now and I havent gotten my refund. Now they are saying they are keeping my money for out of network copay. My out of network copayment is nowhere near 140. Dont use this scam company anything you pay will not get refunded. Its just a false claim and they keep charging you 140 every time you speak to a doctor so you cant even get a follow up appointment to receive a prescription without paying almost 300 out of pocket

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this consumer complaint to our attention, and for the
  opportunity to respond. At the time of booking, we provide an estimate of a
  consumers out-of-pocket expenses based on the details provided
  to us by their insurance provider. PlushCares primary goal is to provide
  individuals with the best possible care. The charges help us
  maintain high standards of service, ensuring that you receive thorough and
  quality medical attention.
  
  
  We submitted a claim to the consumer's insurance company and
  the insurance plan stated that the patient responsibility is higher than what
  was anticipated resulting in an outstanding balance after their visit.
  
  
  This information is shared in a variety of ways in our Terms of Use which can
  be found on our website and in our emails. One important section to note is
  Charges on Your Billing Account. In this section, it states that PlushCare has
  the right to bill the Payment Method that the member has on file. Another
  important section is Membership Fee in which it states that, If you do not
  have insurance coverage for the Services, or if payment or coverage is
  denied by your health plan or employer, and you have used the Services,
  you acknowledge and agree that you will be personally responsible for all
  fees or charges. PlushCare cannot guarantee that your health plan or
  employer provider will cover these fees or charges.
  
  
  We have been attempting to collect on this payment for at least 90 days and
  multiple messages have been sent to the consumer through email
  and our mobile application, seeking resolution and payment for the
  outstanding balance. We also provided several notices to the consumer that
  their method of payment would be automatically charged on the date
  specified.
  
  
  We greatly appreciate the feedback that we receive from our members and we
  strive to provide an excellent member experience. Please contact me with
  any questions or if you require additional information to support and respond
  appropriately to this complaint. We look forward to an appropriate and
  expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:05/22/2024

  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.

  The company charged me $127.00 for a previous visit that took place in November that I had already paid for. I did not authorize this charge. When I called they said they automatically charged the card on file after ******************************** November, so the timing is very off if that is the case. They also require that a payment be made before the appointment. Theres no way to access my previous billing information when I sign in, and they dont give me the option to remove my payment information. The receipt I have from them for this payment doesnt itemize the charges.

  

  Business Response

  Date: 05/24/2024

  Thank you for bringing this consumer complaint to our attention, and for the
  opportunity to respond. At the time of booking, we provide an estimate of a
  consumers out-of-pocket expenses based on the details provided
  to us by their insurance provider. PlushCares primary goal is to provide
  individuals with the best possible care. The charges help us
  maintain high standards of service, ensuring that you receive thorough and
  quality medical attention.
  
  We submitted a claim to the consumer's insurance company and
  the insurance plan stated that the patient responsibility is higher than what
  was anticipated resulting in an outstanding balance after their visit.
  
  This information is shared in a variety of ways in our Terms of Use which can
  be found on our website and in our emails. One important section to note is
  Charges on Your Billing Account. In this section, it states that PlushCare has
  the right to bill the Payment Method that the member has on file. Another
  important section is Membership Fee in which it states that, If you do not
  have insurance coverage for the Services, or if payment or coverage is
  denied by your health plan or employer, and you have used the Services,
  you acknowledge and agree that you will be personally responsible for all
  fees or charges. PlushCare cannot guarantee that your health plan or
  employer provider will cover these fees or charges.
  
  We have been attempting to collect on this payment for at least 90 days and
  multiple messages have been sent to the consumer through email
  and our mobile application, seeking resolution and payment for the
  outstanding balance. We also provided several notices to the consumer that
  their method of payment would be automatically charged on the date
  specified.
  
  We greatly appreciate the feedback that we receive from our members and we
  strive to provide an excellent member experience. Please contact me with
  any questions or if you require additional information to support and respond
  appropriately to this complaint. We look forward to an appropriate and
  expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:05/22/2024

  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.

  Company does not allow me to remove my debit card and continues to take money out without ever sending a notice or billing statement. When I go to the app to remove my card it prompts me to add another card so they can continue taking money. Absolutely unethical to just take money without even sending a bill.

  

  Business Response

  Date: 05/24/2024

  Thank you for bringing this consumer complaint to our attention, and for the
  opportunity to respond. At the time of booking, we provide an estimate of a
  consumers out-of-pocket expenses based on the details provided
  to us by their insurance provider. PlushCares primary goal is to provide
  individuals with the best possible care. The charges help us
  maintain high standards of service, ensuring that you receive thorough and
  quality medical attention.
  
  
  We submitted a claim to the consumer's insurance company and
  the insurance plan stated that the patient responsibility is higher than what
  was anticipated resulting in an outstanding balance after their visit.
  
  
  This information is shared in a variety of ways in our Terms of Use which can
  be found on our website and in our emails. One important section to note is
  Charges on Your Billing Account. In this section, it states that PlushCare has
  the right to bill the Payment Method that the member has on file. Another
  important section is Membership Fee in which it states that, If you do not
  have insurance coverage for the Services, or if payment or coverage is
  denied by your health plan or employer, and you have used the Services,
  you acknowledge and agree that you will be personally responsible for all
  fees or charges. PlushCare cannot guarantee that your health plan or
  employer provider will cover these fees or charges.
  
  
  We have been attempting to collect on this payment for at least 90 days and
  multiple messages have been sent to the consumer through email
  and our mobile application, seeking resolution and payment for the
  outstanding balance. We also provided several notices to the consumer that
  their method of payment would be automatically charged on the date
  specified.
  
  
  We greatly appreciate the feedback that we receive from our members and we
  strive to provide an excellent member experience. Please contact me with
  any questions or if you require additional information to support and respond
  appropriately to this complaint. We look forward to an appropriate and
  expedient resolution, and are happy to address any further questions.

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21749382
  
  I am rejecting this response because: 

  The company never sends a billing notice to the patients address. There is absolutely NO access to the bill on the app because the company uses another system for billing (that patients have no access to). The company uses the email address as the source of communication/billing.  I spoke to the company, letting them know I have no access to that email. The charge on my account was from 2 years ago. When signing up for the service I put in a debit card that was a completely number different from the debit card they charged. I never authorized this. I will be reaching out to my insurance company to warn them about this company, as well as taking every measure I can to have the company fined for this. I have made my bank aware that these are fraudulent charges. The company also has no billing department that you can reach by phone. You just call and speak with customer service and they relay the billing questions to the billing department and give the consumer no access to speak to anyone about billing concerns. Since I have no access to the email I have requested several phone calls and have never received a call back. Refund requests take *********************************************************************** 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/14/2024

  Thank you for the opportunity to respond to the member's complaint. After review, the member does not have an active membership on their account with email ************************ therefore, they are not being charged a membership. If they are seeing membership charges, it could be due to a the following reasons:

  1. There are multiple profiles/accounts - please provide us with alternative emails so we may take a look

  2. A family member or friend has the member's card attached to their profile - if so, please provide us with the last 4 digits of the card charged, expiration date, card type, last charge date so we may manually search our payment system for the charges

  3. There is fraud to the card - please contact your banking institution to report this