Business Profile

Health and Wellness

MDLIVE Inc.

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

208 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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Submit a Complaint

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:04/08/2024
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.
With my new insurance plan, I needed a referral from my PCP to see a Therapist. Since I had not had/needed services from a PCP in several years, I chose a new one through MDLive. I met with them on Feb. 16, and they got me a behavioral health referral, and told me they would get it sent off to my insurance to be processed; however, a few days later I got a message on MDLive stating that these services did not require a referral, so none was sent. My plan clearly states that I would need a referral, so I attempted to get back into contact with someone that could help. Every time I called, I was told that MDLive does not do referrals, or had my case escalated to a supervisor who would never call me back. I received one call back requesting more information, which I provided them, but was never given any information since. I have been trying to get this figured out for almost 2 months now and have had to cancel several appointments because of it. I finally just got off the phone with someone who cared enough to do their job, and they told me nothing had even been done about my case since April 1st, despite having called multiple times and being promised that a supervisor would call back within 48 hours. As I also work in the healthcare industry, I know how simple a referral is, and I know how quickly this could have been taken care of, instead of giving the negligence of care run-around.
Business Response
Date: 04/19/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
With the assistance of our account management team and nursing department, our nursing team was collaborating closely with ********** and Blue Shield team regarding your issue. ********** and Blue Shield is aware of the issue and has advised MDLIVE that they will contact you for further assistance. Furthermore,we were advised by ********** and Blue Shield that if you are needing an appointment for Behavioral Health services including therapy a referral is not needed. Although a referral is not needed for Behavioral Health services, on 4/9/2024 our nursing department faxed over a referral to your therapist of choice outside of MDLIVE.
We sincerely apologize for the inconvenience and dissatisfaction caused. In the future if you have questions regarding your benefits,please contact the number on the back of your ID card for further assistance.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:04/03/2024
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.
Re: Date of service 3/21/24 MD Live double-billed my insurance, resulting in a duplicate $40 copay. Please refund the charge.
Business Response
Date: 04/09/2024
Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback,and we continuously strive to improve our patient experience.
Several attempts were made to contact you via the primary number listed within your MDLIVE account to further assist you. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail.
With the assistance of our ****************** upon review of your account we were unable to identify a duplicate transaction. If you have proof of duplicate transaction, please submit documentation to **************************************.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 04/10/2024

Complaint: 21524651

I am rejecting this response because: the voicemails left only gave me the number for general customer service, which I already called. Please refund the $40 charged and remove the duplicate insurance claim.

Sincerely,

*****************************
Business Response
Date: 04/15/2024
Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner. We apologize for the issues you have encountered.
In order to further assist you with your request please provide documentation of the duplicate payment for date of service in question.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health. ?
Initial Complaint
Date:03/25/2024
Type:Product 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 used MDLive, a telehealth service, on January 27th, 2024, for a doctor's ********** of a positive COVID-19 test. I was assigned ************************* and charged $30.00 for the visit. The provider quite literally sounded drunk on the phone, spent just over 3 minutes talking to me, and sent a prescription to my pharmacy for Paxlovid. The issue here is that the ** was never received. I called MDLive again the next day, and they said they would resend the **, but my pharmacy still never received it. I double-checked and verified the pharmacy info with MDLive and it was correct, but they never processed the ** and I was unable to take Paxlovid to get over my COVID as well as I could have. I reached out after this issue to request a refund on February 2nd, 2024 and was told it would take 30 days. 52 days later, and there has been no refund. I have been told by every customer associate that there is no way to track the refund process or even get documentation of a call (like a reference number or transcript). When I called again on March 25, 2024, I was told it should actually be 45 days for a refund, which is a moot point given that it has been over 50 days now. I'm furious at how this was handled, it has caused issues with my insurance claims and this business does not employ quality providers or customer service representatives. It seems they are trying to scam me out of money, and if I had medical complications from not getting the Paxlovid, they would have had a major malpractice legal case against them.
Business Response
Date: 03/27/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.

An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your recent experience. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail.

Per your conversation with our resolution team, refund was processed on 3/25/2024 in the amount of $30.00 with transaction ID: ************. The refund should reflect on your original payment card in 2-3 business days.

We sincerely apologize for the inconvenience and dissatisfaction caused. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist.Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 03/28/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I still do not believe this is a good business, but I received the necessary refund, so this complaint may be considered resolved.

Sincerely,

************************************
Initial Complaint
Date:03/21/2024
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 was seen by the same provider on two separate visit dates (12/05/2023 and 12/12/2023). The doctor was good and the visits were fine. I need accurate claim forms to submit to my insurance for reimbursement. The claims forms on my account list the dates of service for the above visits as 12/07/2023 and 1/09/2024! Obviously, I cannot submit the claim forms to my insurance with incorrect dates and also one of the incorrect dates on the claim form is in a different plan year 2024 vs 2023. I have talked to 5 different representatives asking them to either fix the claim forms on my profile or email me accurate claim forms so I can submit to my insurance. Every representative has said they would take care of it and obviously all five have lied to me because they havent provided me the accurate claim forms. Why were the claims forms inaccurate in the first place and why cant your business provide me the most basic of medical services and provide me an accurate claim form? Either email me accurate claim forms for the 2 dates of service or refund me half of the cost of the visits. I should be compensated for my time spent on the phone with 5 people who did nothing.
Business Response
Date: 04/02/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you via the primary number listed within your MDLIVE account to assist you. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail.
We are happy to communicate that the dates of services on the claims have been corrected.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:03/20/2024
Type:Service or Repair 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 ended my appointment with my provider today around 12:45 pm and went to confirm the next appointment. I see a $25 fee just to confirm this for the first time ever. My previous and correct charge is $0. Ive been using the service since January as part of my benefits from my insurance company. I called to speak with a representative with MDLive twice. Neither representative did anything. On the second call, I asked to speak with a supervisor and was told one would call in ***** hours. I hung up because this has turned into a very long string of phone calls and I ended up calling my insurance company back. On that call, I spoke with a supervisor on the escalation team after the representative. All three personnel from my insurance company said those appointments were covered at 100 percent. They were previously. The supervisor agreed to call MDLive to further discuss the matter. Im asking that the $25 be promptly refunded since my copay did not change.
Customer Answer
Date: 03/21/2024
Im sending my EOB from my 3-6 appointment that shows it covered at 100 percent.
Business Response
Date: 03/28/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered.We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your recent experience. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail.
With the assistance of our account management team, upon eligibility investigation we were able to determine that your insurance company is currently working to correct the eligibility issue and soon will be conducting a system update. In the meantime, we have added two service credits to your account in order to scheduled visits as needed.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 04/01/2024

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:03/14/2024
Type:Product 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 booked an MDLive appointment with insurance as advertised by the insurance company and MDLive. My insurance company name is even in the MDLive website details as stated in "MDLive for Cigna". Following my 1st of 3 appointments I received a bill without insurance helping. After much pestering with MDLive, they eventually agreed the charges were wrong and refunded me.Months later I made my 2nd and 3rd appointments with MDLive virtual doctor. Many months later MD Live is telling me I owe for all three visits and when I try to press on the issue, they simply say I need to speak to a team to which they cannot forward me to and I'll get a call back in the next 3 weeks. I still have not spoken to the account management team after many months of calling back yet they continued requesting money which we already agreed was not owed.I recommend steering clear of this company and hope you do not need to deal with their customer service.
Business Response
Date: 03/20/2024
Hello,

Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.
??
Thank you for taking the time and speaking to me regarding your concern. We apologize for the issues you have encountered regarding the balance amount. We've removed the outstanding balance that was listed on your account. ?

If you have any additional question, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns.?

Customer Answer
Date: 03/20/2024
Hello,
I see the note about a 10 business day response - can this be extended 35 days to permit the full cycle of billing notices to complete? Part of the issue has been that MDLive cannot see the charges and does not understand why I'm being charged. My only indicator has been a monthly text message alerting me of past due balance and inability to schedule new appointments. I'd like to see if this message is still sent before April 20.

Thank you!
****
Customer Answer
Date: 03/20/2024

Complaint: 21434233

I am rejecting this response because:I see the note about a 10 business day response - can this be extended 35 days to permit the full cycle of billing notices to complete? Part of the issue has been that MDLive cannot see the charges and does not understand why I'm being charged. My only indicator has been a monthly text message alerting me of past due balance and inability to schedule new appointments. I'd like to see if this message is still sent before April 20.

Sincerely,

*****************************
Business Response
Date: 03/21/2024
Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in health care by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.

We apologize for any inconvenience you may have encountered in trying to resolve this issue. We understand that you have called multiple times about this concern without resolution. Thank you for taking the time to speak with me yesterday, 3/20/2024. As discussed, the outstanding balance was removed and the MDLIVE system no longer reflects any balance owed. There are no outstanding balance amounts for dates of services: 4/19/2023 and 4/24/2023 as a refund was already issues on 5/20/2023 and 6/01/2023.

Our ************************ team also sent an email to you on 03/20/2024 at 5:09pm confirming the issue was resolved. An attempt to contact you was made on 3/21/2024 at 6:42pm EST; however, we were unable to reach you, a voicemail was left.

If you have any additional questions, please contact our customer service line at ************ to speak with a Health Service Specialist.
Customer Answer
Date: 03/25/2024

Better Business Bureau:

While direct contact for nearly one year has proven MDLive unable to escalate properly to actually resolve the issue, a complaint via BBB has triggered the right team to review the situation. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as they have fixed the past billing mistakes.

Sincerely,

*****************************
Initial Complaint
Date:03/08/2024
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.
Called MDLive NUMEROUS times about an issue with my insurance verification "We are unable to confirm your benefit information at this time. Please verify the information provided in the coverage screen. To confirm your health benefits coverage, please contact your benefits provider directly. In order to validate your payment method, a temporary authorization of $1 will be placed on your credit card. Your final payment amount will be adjusted based on your eligibility and benefit design."I have made numerous attempts to rectify an error that is still persisting in my MDLive account. Despite my repeated efforts, the issue has yet to be resolved. Consequently, I respectfully request that MDLive contact *********************, who is responsible for ******** Complaints at BCBSTX, at ************, to collaborate and find a solution to this ongoing issue.It has come to my attention that, due to an insurance application error, no claims from January 1, 2024, through March 1, 2024, have been processed. I kindly request that these claims, including the visit from March 1, 2024, be submitted to BCBSTX for approval.I would appreciate being kept informed of any progress made in resolving this matter. Please notify me once this issue has been successfully resolved.
Business Response
Date: 03/13/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your concerns.
We were advised by BCBSTX ******** as of 3/1/2024 you are no longer eligible for the benefit. With the assistance of our account management team, a request has been escalated to our billing department to submit claims to your insurance company for claims 2/23/2024 & 2/26/2024. Unfortunately,we are unable to submit claim for 3/1/2024 as you are not eligible for the benefit.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 03/14/2024

Complaint: 21405138

I am rejecting this response because:
all MDLive claims need to be submitted to BCBSTX for approval from 01/2024-2/29/2024
For the Claim DOS 03/01/2024, appears MDLive has written this charge off as my account as it is now closed, i do not have access to it, change my payment method or even make a payment.
Due to this limitation, i am considering the charge for DOS 03/01/2024 to be waived.
Please call to clarfy, ************, if you need to leave a voicemail please leave a DIRECT phone number not a general customer service line number.

Thank you

Sincerely,

*************************
Business Response
Date: 03/21/2024
Thank you for choosing MDLIVE where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner.??

It was a pleasure speaking with you, we apologize for any inconvenience you may have encountered.? As discussed on the call we had on 3/21/2024, we show no charge or outstanding balance for the 3/1/2024 date of service. Ten $1 authorization holds for the future consultation that were cancelled have been voided and will show back on the original form of payment in 2-3 business days.

If you have any additional question, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns.?
Initial Complaint
Date:02/29/2024
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.
Company is not sending billing claim to the insurance company GEHA that is promoting their service and this has happened two years in a row. MDLive indicates on ***************************************************************** that GEHA will reimburse the member for the cost of using MDLive but this isn't happening because MDLive doesn't submit the claim to GEHA, so this is very misleading in their marketing.
Business Response
Date: 03/05/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your recent experience.Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail.
In certain instances, it can take up to 30 days to submit the claim. We are waiting for our systems to update and synchronize. Alternatively, every member has the ability to print their summary notes and submit the claim to the payer.In this case, **** has been made aware of the need for reimbursement and is working to provide the reimbursement on their end.
If you have any additional questions regarding your claim or a health reward for an MDLIVE consult, please contact GEHA Wellness Team at *******************. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 03/06/2024

Complaint: 21365707

I am rejecting this response because:
an apology and explanation from MDLive doesnt compensate me for my time I lost having to contact them and manually having to submit the invoice, none of which is stated in their marketing as being required to be reimbursed, if they did state this I would not have used their services.

Sincerely,

*****************************
Business Response
Date: 03/11/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered.We appreciate your feedback; and continuously strive to improve our patient experience.
An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your recent experience. With the assistance of our account management team a refund was processed as a one-time courtesy for date of service 2/07/2024 in the amount of $46.00 with transaction ID: ************. The refunds should reflect on your original payment card in 2-3 business days.
We sincerely apologize for the inconvenience and dissatisfaction caused. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:02/25/2024
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 paid $48 to see if I could get a prescription to help heal an infection. I described the situation to provider and was told to go to urgent care making the appointment pointless. Doctor did not provide any type of medical advice. I literally was only told go to urgent care.
Business Response
Date: 03/05/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.

For the date of service reported, a clinical review was conducted, and it was determined that the providers actions, recommendations, plan of care and/or discharge instructions were appropriate based on clinical judgement,presentation, protocol, guidelines, policies. Treatment plans are individually developed based on the individuals specific clinical signs and symptoms, medical history, etc. and can include referring the patient to seek in-person care for further diagnostic testing and treatment.

An attempt was made to contact you via the primary phone number listed within your MDLIVE account to further discuss your recent experience. Unfortunately, we were unable to reach you and a message with call back information was left on your voicemail. Refund was processed as a one-time courtesy on 3/5/2024 in the amount of $48.00 with transaction ID ************. The refunds should reflect on your original payment card in 2-3 business days.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health.
Initial Complaint
Date:02/22/2024
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 booked a virtual appointment through MDLive on February 21st expecting to consult with a provider about my medical concerns. However, the call with the provider lasted less than 3 minutes in total. They briefly confirmed my identity and essentially stated that I should see someone locally, then ended the call without further assessing symptoms or providing consultation.While I understand some conditions cannot be addressed via telehealth, it would have been helpful if I had been informed of that before the visit rather than after I had invested time and incurred a charge. To be billed the full rate for what amounted to a referral call lasting under 3 minutes seems inappropriate.When I contacted MDLive support regarding concerns over the level of service and fees billed, they stated that charges apply as long as the provider marks the consultation complete. However, in my case, I do not feel meaningful services were rendered to justify billing beyond telling me to use urgent care.What stops a provider just from reading something, calling the patient to refer them to urgent care, and ending the visit? It would be an easy way to collect payment. Going forward, I believe MDLive should look into offering an alternative rate or waiving fees for situations where patients are immediately referred out with no substantial telehealth consultation completed. This would improve transparency and trust in the product for consumers.
Business Response
Date: 03/04/2024
Thank you for choosing MDLIVE, where you can get immediate access to doctors and therapists 24/7 by video or phone. It is our mission to deliver an incredible customer service experience, never seen before in healthcare, by providing superb, affordable care anytime, anywhere, in a confidential and trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
For the date of service reported,a clinical review was conducted, and it was determined that the providers actions,recommendations, plan of care and/or discharge instructions were appropriate based on clinical judgement, presentation, protocol, guidelines,policies. Treatment plans are individually developed based on the individuals specific clinical signs and symptoms, medical history, etc. and can include referring the patient to seek in-person care for further diagnostic testing and treatment. Per our conversation, we have refunded your copay as a one-time courtesy on 3/4/2024 with transaction ID ************. The refunds should reflect on your original payment card in 2-3 business days.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist to further address any questions or concerns. Thank you for choosing MDLIVE and best of health.
Customer Answer
Date: 03/06/2024

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,

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