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:02/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired helix medical to hopefully get me a panic attack medicine, as I entered my card info. It was advertised as telehealth, I spoke to no one, got no prescription and got an email saying I was denied. Fast forward to a few weeks later and Im now being billed and told I will get late charged if I dont pay this bill. I had no help from this company nor any health care provider assisting me, just denied and charged 80 bucks. In other cases online I have found people being charged 1000 plus for having spoke to no one and in the same boat I "owe" $78 and again I haven't even spoken to a doctor, let alone a medical staff. Just getting billed for being denied and being told pay or be penalized more

• Initial Complaint

  Date:02/18/2025

  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 requested a **** visit with Helix VM on 6/13/24 to ger a prescription refilled. I never had any contact from anyone on tge phone or virtually but I dud receive an email stating that they could not locate my prior prescription. I had given them my insurance information because they said they accepted it. They billed my insurance for ****** for an office visit. My insurance refused to pay it and then they said oh we don't take your insurance and sent me a bill for $208.75 in December. They gave me a credit of ****** then added back ****** dollars for an account management fee and have started adding late fees on tge amount. I did not hear from them until 6 months later now they are adding things to a bill I don't even owe in the first place 6 months later. I never received any kind of drs visit or anything from this company. I don't believe I owe them this and I don't think they should be able to just add things to your account months later and say that you owe that too. It is a huge scam. I would like some help with this.

  Business Response

  Date: 02/18/2025

  Good morning Ms. ******************** you for contacting Helix Medical.

  We have reviewed your account and agree that there was an error that occurred.

  Your account has been adjusted fully.  There is no balance owed, and your account is settled in full.

  We apologize for any inconvenience this has caused and are happy to assist in rectifying the issue.

  Thank you for your time and consideration.

• Initial Complaint

  Date:02/11/2025

  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.

  My son ran out of mental health meds and I found this site that said they would take his insurance but made me put my card on file, in case we requested extra services that were not covered, which we did not.. then I started reading the reviews and I wish I had read them first.. a lot of people said they were charged for services they didnt request or receive and that it was a scam so I decided to cancel the appointment but when I requested cancellation they ignored me and sent his prescription and then ordered extra tests which we did not ask for, bloodwork and a referral as well.. now over a month later the take $78.75 out of my account and wont tell me what it is for, I told them we did not request the extra services and to cancel the account and remove my card.. I do not trust them to not charge my card again

  Business Response

  Date: 02/18/2025

  Dear ******* ******,

  Thank you for contacting Helix Medical.

  The patient is an adult above the age of 18.  We are unfortunately unable to provide protected information to a family member without the patients written consent to do so.

  You may want to speak with the patient and advise to contact us directly for concerns.  An email he can use is **********************************************************************.  He can reference his account number which is ******.

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 seen for a virtual medical visit in September 2024. I was diagnosed with covid and prescribed 2 medications. In November 2024 I was charged $98 for a "contract" that I never signed up for. After several weeks of trying to get in touch with them they stated it was not for a contract but for the visit itself even though my insurance was charged. They confirmed in writing that after paying the $98 I had no balance due and no future obligations to pay any dollar amount. In January 2025 I have now received another bill for $300. I have tried to contact them by email 3 times with no response. I have left several voice messages as well, however, their outgoing message states they no longer accept patient calls and will not listen to patient messages.

• Initial Complaint

  Date:02/03/2025

  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.

  The company filed bills. I never contacted a medical person. Yet my insurance company was charged $700. Now they are billing me for services not rendered.

  Business Response

  Date: 02/18/2025

  Dear Mr. ********************* you for contacting Helix *************************** with our telehealth organization was completed on January 18, 2025.  Your requested medication was sent to your preferred pharmacy you provided us.

  We have spoken with CVS, the pharmacy on record, and validated that the prescription we sent was received by them.  They have also verified the medication was sold to you on January 19, 2025.

  The bill you are receiving from Helix is the amount due for the service provided.  The amount owing is $68.75.  *************** issued a $65 copay + the $3.75 Merchant Processing Fee)  ********************** was billed under the terms of our contract with them, and they adjudicated your claim with this patient responsibility.  If you have questions relating to the way your insurance processed your claim, you should call them directly.  We have never billed you for any amount outside of what your insurance company deemed necessary, as above.

  Hope this information is helpful.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22895547
  
  I am rejecting this response because:no prior authorization for medication exists. The prescription received was not from Helix vm. In addition you charged my insurance/ ******** for 2 asynchronous visits, when I only went on your website to ask for a prior authorization, which Optum RX agent stated to me no prior authorization was received in writing from Helix. Show me the document that states that optum rx received prior authorization from Helix vm. You have non. *** has no prescription on file stating a physician from Helix provided a prescription. You have fraudulently billed ******************** Blue Shield for 2 visits for 1000. Now you are trying to get $68 for a copay for a service you never provided. 

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

  Business Response

  Date: 02/20/2025

  Mr. ********,

  Your claims are false.  ********** provided (per your request) an asynchronous visit to refill your medication:

  1.  A prior authorization was approved.  This information has been verified with your pharmacy as well via telephone.

  2.  You purchased your medication written by our physician on 01/19/2025.  This has been confirmed by your pharmacy via telephone.

  3.  We have never filed a claim with ********.  You only provided insurance information for another insurance carrier.  We have never received or filed any claim with ******** Part B.

  4.  Your balance is owed.  ************** issued a co-payment (see your Explanation of Benefits) towards your asynchronous telehealth visit rendered.  

  There is a fee associated with a medical service.  This is your responsibility to pay. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22895547
  
  I am rejecting this response because: I do have ******** part b it's direct** connected to my ********** blue shield insurance, so in essence you billed both.

  Second** I was charged for 2 visits which because of my complaint you undid the 2nd visit.

  Third** I on** asked for a prior authorization for 2 scripts I had on file. Your physician did not get the proper prior authorization I just obtained the prior authorization today from the pharmacy working with Optum Rx not your physician. 

  You original** charged me $700 then changed it to 2 charges of $500 to ********** blue shield. $500 for a prior authorization for prescription refill is ridiculous. 

  Fourth ** the copay of $68 should be rescinded due my involvement of several agencies. This matter could have been resolved if your organization/company would take incoming calls. I left several voicemails which were never returned. Why are you now not asking for duplicate visits? Is it because your intake website is flawed because it forces you to login as a duplicate visit in order to try to look at the status of a visit which was not proper** and ful** executed. 

   

  
  Sincere**,
  
  ******* ********

  Customer Answer

  Date: 02/21/2025

  These 2 screen shots show that ******** ***** was the only physician who prescribed the ************ 30mg brand name. 

  ****** k **** hasn't provided anything to CVS.

  These screenshots are from their website. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 12/3/24 I sought out services from Helix VM. On the intake form I included all the things I had already done and specifically what my insurance would not cover. I then get a treatment plan from them with the exact medicine that I said my insurance would not cover. They could not have even taken the time to read my intake form! They assume everyone wants GLP1's So they just freely prescribe it. If they had read my intake form and saw that I already have a prescription for GLP1's and could not get my insurance to cover it, why would they again prescribe it? If I wanted to pay full price for it I would have already done that. They should have said we could not help you thank you have a nice day. But they didn't they charged me anyways. That is bad business and very dishonest.

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 an appointment with a doctor virtually, through Helix VM. I was seeing the doctor to start a medication for my fibromyalgia. The doctor denied my request stating that I had just had the medication refilled and now they want to charge me $78.75 for the "visit". I never actually talked to or saw anyone. They did not even read my information as I had never had the medication before, how could I have just gotten it refilled. I have contacted them many, many times and they keep trying to make it seem as though I'm angry I didn't get the results I wanted. No, I'm angry I'm getting scammed and gas lit by these people. I have told them over and over again that the charge is not authorized based on these facts and they are trying to do so anyways. They are trying to take my child support for a scam.Card Number ending in: 2607 Card Holder Name: ****** ******** Agreement ID: ******* Patient Account number: ****** Claim ID: ******

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company advertises the ability to prescribe medications to people without appointments. I was sick with COVID and afraid of getting severely sick given my risk factors and wanted a Paxlovid prescription. Their website claimed I could have one without a visit and that they were in network with my insurance provider for out of state care (*****). I filled out their online paperwork only to be told that I did need an appointment and because I was sick and afraid, I agreed to that visit, especially knowing they were in network with my insurance. This company's provider saw me for less than 10 minutes virtually. Their billing department was provided a copy of my insurance card which clearly states that out of state care is to be billed to CIGNA. Per their billing statement, they billed Medical Mutual, so the claim was denied. They tried to bill my insurance for $1500!!!!! They wrote off $1400 and left me with $78.75. My copay for urgent care is $40 and my copay for telehealth is $10. I should owe no more than $40. I received a billing statement 1/16/25 and was emailed again 1/18/25 at 4:23 AM that they would be charging my card automatically on 1/19/25, less than 24 hours later, for the $78.75. Their company is IMPOSSIBLE to reach via email or phone and they state to expect responses in 7-10 BUSINESS DAYS when they only give YOU less than 24 hours' notice that they are about to charge you nearly $100. They have TERRIBLE reviews on ******** and Trustpilot and their website has FAKE ****** reviews on it and a link to leave a ****** review that goes NO WHERE because they do not have a ****** business page (assuming because of all the negative reviews!). They have multiple websites, multiple Facebooks, and are charging folks incorrectly and without any warning. They provide no recourse. They force people into telehealth appointments after promising them they wouldn't need one to get their scripts and then charge exorbitant fees!!! I cannot afford $78.75!!!!

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 signed up for services on 11/27 and I input all information for the *** I also included my health insurance information, which I saw was accepted by the company. I wanted to speak with a ** virtually. I instead received a text stating that helix could not assist me and that I needed to go to an urgent care for assistance. That was the extent of my 'visit' which provided me with 0 assistance. Then on 1/6 I saw that i was charged $78.91. I attempted to call the customer service number, but was met with a automated message stating that the company does not check for any voicemails left. I sent an email and received an a response stating that I was charged for services provided. When I asked what services was provided, I got a general answer and an apology for the inconvenience. I need my money to be refunded. Because I did not receive any service whatsoever. Other than a text message telling me that this company could not assist me.

• Initial Complaint

  Date:01/06/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 helixvm is falsely advertising medical visits with no video visit on their homepage. Then after you pay they flood with you text messages and emails to schedule a video call. This is false advertising and they are claiming I wasted THEIR time and cancelled too late. How is that possible when I just created the visit. I want my money back. They are scammers