ComplaintsforHelix VM

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Helix VM is a Telehealth scam. They want to charge my insurance and credit card company for something that did not occur. They are claiming that I met with a doctor online, but all I did was fill out a questionnaire. A prescription was supposedly sent to my local CVS, but after talking to the pharmacy the prescription was never sent. I have emailed and called them repeatedly with no answer. I want them to cancel my claim and refund me any charges that will come to my account. I no longer want to deal with this company.

  Business response

  09/27/2024

  Dear Sanaia,

  In review of your feedback, it seems you opted in to have a Fasttrack Rx Request on 09/26/2024, which is considered an asynchronous visit. Asynchronous visits, also known as "store-and-forward" encounters, involve the secure exchange of patient information, such as medical history, images, or test results, between healthcare providers and patients without real-time interaction. It's important to note that the services were provided, including an evaluation and treatment plan, therefore it constitutes as rendered services. Additionally, the medications were sent to the ************ you requested on ***************************************. A copy of the prescription can be emailed to you for your records. Since services were rendered, charges will not be removed. 

  Customer response

  09/27/2024

   
  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

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Subject: Immediate Action Required: Dispute of Medical Billing Dear Helix Medical I am writing to formally dispute the medical charges associated with my account ****** that I have received for services that I did not receive. March 2024 I want to make it clear that I never spoke with or consulted any doctor; I only made an appointment, which was not fulfilled, as I did not hear from anyone afterward. Consequently, I am not responsible for any charges related to this non-service.I have already reported this matter to my insurance provider and the ************************* as it appears to be a case of fraudulent billing practices. You do not have the right to bill me for services that were never rendered.I hereby request that you cancel this debt immediately and remove any associated charges from my name. Please confirm in writing that this debt has been resolved and that my record is clear.Thank you for your prompt attention to this matter.Sincerely,****** ******

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is an insurance fraud scam company. They are unable to treat me and charged me and my insurance anyway. They provided no medical services and I never spoke to a doctor.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I started a telehealth visit with this company but never completed it nor did I get any health care from this Helix has for billed my insurance level 2 urgent care visit for over $500 and wanting ***** from tryin to send this to collection agency I want them to stop contacting me and refund my insurance their money and do no put this on my credit

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company advertises Fast Track same day review or appointment. While enrolling on the website, they told me that someone would be filling my prescription in the next 24 hours. Several days went by hearing nothing. I sent several emails requesting follow-up, then finally requesting a refund as I had my issue resolved and I never received any kind of care whatsoever from Helix VM. This was a simple prescription for a non-narcotic medication for nerve pain due to foot surgery. Non opioid, not a controlled substance. Just a widely used medication by doctors for nerve pain. I was in a lot of pain and I was hoping to get the rapid response that they promised, but no one ever followed up with me. When I finally did receive a reply from them, it had nothing to do with any of my requests, and that they were going to be sending me to out to a laboratory to do a bunch of work-**** For what? The doctor they promised would evaluate my case never did so, never contacted me, and they have avoided every communication I have sent regarding a refund of the $95 I paid. The experience was terrible, and I'm opening this complaint because they will not respond to any of my communications regarding these issues.

  Business response

  08/08/2024

  Dear ****,

  Thank you for your feedback regarding your experience. After reviewing your request, we have determined to provide you a full refund for services rendered. Please allow 7 to 10 days for the refund to be processed. 

  Customer response

  08/09/2024

   
  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

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  -I received care on 09/14/2023 -I received a statement notification on 10/31/2023 -I paid off the amount on 11/03/2023 -Between 11/03/2023 - 07/02/2024, I did not receive care from HelixVM and there was no billing-related correspondence between me and them with the exception of a notification from Healowpay that their agreement with Helix ended (attached PDF)-On 07/02/2024 I received an invoice and a $10 late fee. I tried calling Helix to explain what the charges were for but they only do correspondence via email now. I kept asking questions about what the charges were for and they would attach unclear invoices and documentation that simply didn't make sense. I asked for explanations and per their explanations, I shouldn't owe them money. Now I am being threatened with further declination fees and late fees. d

  Business response

  08/15/2024

  Dear Baqar,

  We apologize for any confusion. The balance on your account was paid the payment notification seems it was sent on error. Please disregard the notification. 

  Customer response

  08/27/2024

   
  Complaint: 22076745
  
  I am rejecting this response because:

  I paid the charge that was mistakenly placed on my account due to fear of it adding additional fees and going into collection. I now need a refund. Please help me with this. 

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

  Customer response

  09/20/2024

  Hello, 

  After receiving the message from Helix that they charged me in error, I canceled my credit card payment for the balance that was due. Today, I received additional charges ranging from late fees to bounced check fees. Helix has acknowledged their fault in erroneously charging me, but the charge remains, has been accruing balance, and is now in collections. I would like to emphasize that Helix has directly communicated that this was their error and I owe them nothing, yet has done nothing to remedy this. Please resolve this immediately.

   

  ***** ******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A couple months ago I needed an emergency refill on a medication, since my normal doctors were being switched suddenly and no one could approve the refill. I found this company on ****** and filled out basic information, and what refill was needed provided my ******** information and waited for a reply. I didn't recieve a reply, and went to the hospital were I received care. I never heard back from this company, nor received a refill or care. Helix VM are now trying to charge me for care I never received, the customer service says that "technically I did by asking for a refill" even though I didn't receive it. This is called "ghost billing". I believe they are a fraudulent company and should be reported, and if they do claim that I was "under their care", then they are responsible for my trip to the ** and need to take accountability, and remove my account and charges.

  Business response

  08/01/2024

  Thank you for bringing your concerns to our attention.
  You used our ********************* which is an asynchronous visit. This means that instead of a real-time consultation, you submitted your information and requests online, and our healthcare provider reviewed them later and made the necessary decisions.
  According to our records, your medication refill was processed and sent to your preferred pharmacy. Please find the attached proof of this transaction. An email detailing your treatment plan was also sent to you at that time.
  As the services were provided as outlined, the balance for these services will remain.

  Customer response

  08/01/2024

   
  Complaint: 22076064
  
  I am rejecting this response because: I never received that medication, and the responses vary and lack integrity. This response also lacks accountability. In order for this company to have developed a treatment plan, they would have had to consult with my physicians for permission to access records and medications. There would have been a lot more paperwork if this was legitimate medical care. 
  
  Sincerely,
  
  *************************

  Customer response

  08/10/2024

  Hello,

  I just wanted to check in and update you on this matter. The company has continued to harass me every day about billing, I am not able to respond to any email because they have it set as a "no-reply".Since they won't respond to resolving this matter, I thought I should let you know. The harassment is distressing to my disability, and I refuse to pay for services I did not receive. 

  Thank you for your time,

  *****

   

  Business response

  08/12/2024

  Dear *****, 
  
  In review of your feedback, it seems you opted in to have a Fasttrack Rx Request on 06/23/24, which is considered an asynchronous visit. Asynchronous visits, also known as "store-and-forward" encounters, involve the secure exchange of patient information, such as medical history, images, or test results, between healthcare providers and patients without real-time interaction. It's important to note that the services were provided, including an evaluation, medication requested and treatment plan, therefore it constitutes as rendered services. 
  
  It's essential to address any outstanding financial obligations promptly to avoid any further fees. Failure to resolve the balance owed may result in additional fees being applied, and ultimately, your account information may be forwarded to a collection agency in accordance with our company's policies and procedures. Please pay your balance promptly online at **********************************************************;

  Customer response

  08/12/2024

   
  Complaint: 22076064
  
  I am rejecting this response because: Once again, I did not receive services from this company. If you cannot guarantee medications and services out of your state, you should not falsly advertise that you do so. Stop harassing me.
  
  Sincerely,
  
  *************************

  Business response

  08/26/2024

  Dear *****,

  Our original response stands with services being rendered. 

  Customer response

  08/26/2024

   
  Complaint: 22076064
  
  I am rejecting this response because: I feel harassed by a company that did not provide me with service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their customers service is absolutely impossible to get ahold of and they will charge your insurance over $1000 a couple days later for nothing. On 04/07/24 I thought I was just having a consultation as I was chatting with an AI Bot and was never in clear communications with any doctor or find anyway to reach out to them in order to get a simple perscription. Their patient portal is terrible to navigate as obviously theyre a scam. I had a consultation with them in April which never happened as I was never in contact of any real humans and they sent me lab-works to do but I ended up just not going through fully as I was never able to reach out to anyone, they said they accepted Cigna my insurance and I should have $0 copay. One week later I was charged $98 for which I already emailed them back in April why Im even being charged for this and the issues was never resolved and I agreed to pay the $98.Today as of July 2024, my insurance said theyre claiming we own them $1,100 and $700 co-pay. Im not alone in this as many of their patients have been scammed of the same exact amount and was never able to reach out to any doctor or providers. Many patients said theyve filed many complaints to the BBB and I dont understand how all our bad reviews dont show up on top as MANY other patients have the same exact experience. All of us patients have been dealing with this disgrace of a company out of our billable hours as theyre looking to scam people who are in need of care.

  Business response

  07/09/2024

  Dear ******,

  
  Upon reviewing your feedback, it appears that you opted for a Fasttrack Rx Request on 04/07/2024, classified as an asynchronous visit. Asynchronous visits involve the secure exchange of patient information, such as medical history, images, or test results, without real-time interaction. It's important to clarify that services were rendered, including an evaluation and treatment plan, which constitutes completed services. The treatment plan outlined was to proceed with lab work and then schedule a video visit consultation to discuss your medical needs further.

  
  Regarding your billing concerns, it is important to note that your insurance carrier determines coverage policies, not our practice. We strictly adhere to all state and federal regulations governing patient billing.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in need of a virtual care provider after my current primary care physician retired. I was in need of a prescription refill. HelixVM is located in *******, but stated they have doctors across *****************. I live in ************. I saw no doctor, virtually or in person, and they tried to refill my prescription and charge me $98.99 for the service. I never once spoke to anyone at HelixVM. I called my pharmacy and they stated it is against state law for a doctor in ******* to try to prescribe a medication that doesn't have their license in ************. This company will not close my account with person identification on it, keeps trying to bill me for a service I did not receive, and their practice is illegal.

  Business response

  07/03/2024

  Dear *********,

  Thank you for bringing your concerns to our attention. Upon reviewing your feedback, it appears you opted to use our Fasttrack ******************* which is an asynchronous visit. Asynchronous visits, also known as "store-and-forward" encounters, involve the secure exchange of patient information, such as medical history, images, or test results, between healthcare providers and patients without real-time interaction. It's important to note that the services provided, including an evaluation and treatment plan, are considered rendered services, which is why you were billed for them. While our practice is based in *******, the medical provider who reviewed your chart is licensed to prescribe medication in the state of ************* We understand your concerns regarding the pharmacy's policies. Some pharmacies, like ******** have stricter policies for controlled medications coming from virtual practices, requiring patients to be seen in person at least once by the practice. If you have another pharmacy that is not ******** we would be happy to resend your prescription. Please be assured that we follow all state laws and regulations for controlled medications.

  Customer response

  07/12/2024

   
  Complaint: 21931160
  
  I am rejecting this response because:

  I did not receive a treatment plan, nor an evaluation, as you stated. Upon entering my portal, none of those were available, nor did I speak with anyone from the practice until the moment of requesting the deletion of my account.

  While ******* might be a "stricter" pharmacy, as you stated, in no way does a normal consumer know that, nor did Helix VM reach out to me with that information upon seeing my pharmacy location. I do not have a choice over the pharmacy that I go to; it is something that is dependent on my health insurance.

  This is a misleading company with a promise to the consumer of providing a medication refill without informing them of the potential circumstances that can possibly prevent this from being fulfilled, such as a "stricter" pharmacy. 

  I am merely asking for an account deletion, which should have been done upon the first request, and the charge to be removed as I did NOT receive the treatment plan, evaluation, or medication. I am asking for the removal of my information from your system as I was not personally evaluated, spoken to, or assisted up until the moment I reached out for help.

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

  Business response

  07/15/2024

  Dear *********,

  Thank you for your feedback.

  We recommend consulting with your pharmacy in the future, as we do not control the preferences and policies of your preferred pharmacies regarding medication dispensing. As a courtesy, since a new pharmacy was not provided, we have initiated a refund. Please allow 7-10 days for the refund to appear in your account.

  Regarding closing your account, we will go ahead and remove you from any future communication. Please be advised, however, we follow all federal and state laws pertaining to health care provisioning and record keeping.  While we always seek to satisfy our patients' requests, some are not legally possible. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January of this year, I sought out a quick and convenient way to fill a prescription. I found a telehealth service called Helix Medical. ********************************** I had to create an account to request an appointment. While waiting for my request to be fulfilled, I found an alternative way to get my prescription filled. Helix VM has been insisting I pay them for an appointment I never had. It started with an $100 charge and now it has doubled to $200. My account with them isnt even verified. I have done more research on Helix VM now and it turns out, they have done this to many people. When asking then to prove that I used their service, they sent me the prescription they sent to my pharmacy. They only have this information because of the intake form they make you fill out when creating your account. I never had a video appointment with anyone! Again, my account isnt even verified. Im not going to pay for imaginary service but I am very worried this will effect my credit score that *** worked really hard to fix over the years.What can I do?

  Business response

  07/01/2024

  Dear ******,
  Thank you for your feedback. In review of your feedback, it seems you opted in to have a Fasttrack Rx Request on 01/18/24, which is considered an asynchronous visit. Asynchronous visits, also known as "store-and-forward" encounters, involve the secure exchange of patient information, such as medical history, images, or test results, between healthcare providers and patients without real-time interaction. It's important to note that the services were provided, including an evaluation and treatment plan, therefore it constitutes as rendered services. 
  We have attached the medication script sent to your pharmacy. 

  Customer response

  07/05/2024

   
  Complaint: 21918690
  
  I am rejecting this response because:

  Helix Medical VM, a website I do not have a verified account with, is soliciting me for imaginary services. They claim that I have had a video appointment with a doctor. I have NEVER had an appointment with any practitioner at Helix Medical VM ever. I had made a request for an appointment and the intake form asked me to request my specific medication. While waiting for my appointment, I was able to get my prescription through my own insurance. So I had no need for Helix VMs Services. They have been soliciting me for money relentlessly since January.

  Pictures
  *This morning, (07/05/2024) I received a text message from what looks like a debt collector. They are becoming even more aggressive since Ive made my claim with BBB. 
  *Helix VM trying to get me to verify my account on April 6, 2024. When the supposed appointment was in January 2024?

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

  Business response

  07/08/2024

  Dear ******,

  Our original response stands. A treatment plan was established. Please review your treatment plan and pay your balance at health.healow.com/helixcares

  Customer response

  07/08/2024

   
  Complaint: 21918690
  
  I am rejecting this response because:

  I have never discussed this treatment plan with a physician. I dont even have a verified account. I have never accepted service from Helix Medical VM. I filled out a request for service. I will NOT pay for imaginary services. 
  
  Sincerely,
  
  *************************

  Customer response

  07/10/2024

  It should be noted that this business has done this to MANY people. People have made complaints about it on the BBBs website. I didnt acquire any medication from using this business because I had no idea I received treatment. 
  I understand that youve closed my case, but the term good faith should NEVER be associated with this slimy business. This is a SCAM and you should protect people from it. 
  

*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. ↩