Business Profile

Health and Wellness

MDLIVE Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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.

If you've experienced an issue

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:07/22/2024
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'd like to get an explanation on what happened with my provider
Business Response
Date: 08/05/2024
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.
We are sorry for the inconvenience you have experienced; we take all complaints and feedback very seriously. Weve escalated this concern to our Clinical and Network provider team for review, however, additional time is needed as this is being reviewed. You will receive a callback from MDLIVE regarding an update.
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: 08/21/2024

Complaint: 22018868

I am rejecting this response because:

Sincerely,

******* ********
Customer Answer
Date: 09/04/2024
My complaint hasn't been solved to my satisfaction
Business Response
Date: 09/30/2024
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.
We are sorry for the inconvenience you've experienced and were working towards this concern. Weve escalated this to our quality team who is ensuring re-education is provided to our MD Live provider. During this internal review, outreach of the outcome of the review will not be provided. Thank you for understanding our process and hope you use us again in the future.
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: 10/21/2024

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:07/19/2024
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 had a virtual visit with MDLive on 6/6/24 and was charged $18.00 (receipt attached). After my insurance (Cigna) processed the claim, they paid it all and indicated I owe $0.00 (EOB attached). I called 7/1/24 to request a refund and was told my case would be elevated and that I would receive a call back in 24 - 48 hours. I have yet to receive the return call. So I called back 7/12/24 and was told to request a refund by sending an e-mail to ************************************** (7/13/24 e-mail copy attached). I've yet to receive a response to that request, too.
Business Response
Date: 08/28/2024
Thank you for choosing MD Live by *********, 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.
We are sorry for the inconvenience you have experienced. Our records confirm that a refund of $18.00 was processed on 07/25/2024 to your original payment card. A copy of the refund receipt has been emailed to you, at the email address on your MD Live by ********* account.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist.
Thank you for choosing MD Live by ********* and best of health.
Customer Answer
Date: 08/28/2024

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:07/15/2024
Type:Sales and Advertising 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.
On 4/1:24 I had an appointment with MDLive. They billed the wrong insurance on their own. I have called several times requesting that they address the problem. Instead I keep getting text messages that I owe money which is incorrect since it is covered by my insurance. Yet after several phone calls and an attempted email nothing is being done to address this situation. Ive informed MDLives representatives that I dont want any more to do with them. Yet this foolishness continues. Note on 4/3/24 I had another visit which was billed correctly to Cigna and paid. It is ridiculous that the only way to contact MDLive is by phone when it fails to address the problem. Im elderly and disabled and this issue is causing extra stress I do not need. Fix the problem. I will not be sending MDLive any money for their own incompetence.
Business Response
Date: 08/28/2024
Thank you for choosing MD Live by *********, 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.
We are sorry for the inconvenience you have experienced. Our records confirm that the outstanding balance has been removed from your account, and the claim was resubmitted for processing.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by ********* and best of health.
Customer Answer
Date: 09/10/2024

Complaint: 21991827

I am rejecting this response because: I logged in this morning to MDLive and it still states that I owe $55.00 for the 4/1/24 service date. Therefore, it appears that this claim has yet to be properly submitted to my **************** It is very frustrating that I have to go to this level for the MDLive staff to do their job properly. On a claim for 4/3/24 it was submitted properly to my *************** and paid. It is a mystery why the 4/1/24 service date has yet to be taken care of and as of this morning it shows that I owe MDLive $55 which is wholly improper since its service is fully covered under my insurance plan.

Sincerely,

************************
Customer Answer
Date: 09/14/2024
The attached claim is the only claim done by MDLive on my account. ******************** was able to submit and get paid in full for 4/3/24 by submitting the claim to Cigna--the correct insurance. Yet, for some reason the claim for 4/1/24 was submitted to the wrong insurance and the $55 charge has been on my account since then. In fact it is still on my account.
Business Response
Date: 09/18/2024
Thank you for choosing MD Live by *********, 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.
We appreciate your patience with this concern, based on your MD Live account, we show the balance was removed and there is no charge of $55. Please review your accounts and if you are still seeing this, please send over the documentation. If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by ********* and best of health.?
Customer Answer
Date: 09/18/2024
I have checked my Cigna account and now the $55 was taken off for 4/1/24. After all it took to get this done finally is simply not the same as providing good service. Perhaps more competent managers and staff are needed.
Initial Complaint
Date:07/14/2024
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.
On 6-14-24 called mdlive to get a different inhaler since my husband was having asthma problems and used a certain inhaler before and seemed to help so we spoke with dr and he asked if he used powder form inhaler and he told him no he sent in prescription for a powder form inhaler called back after pharmacy got script and tried to get correct inhaler before pharmacy closed at 6pm still had a hour before closing was informed they had to have nurse correct it about 15 mins later got text saying new script was sent drove to pharmacy to wait for medicine before closing only to be told they had to fax dr back asking for new script because they cant fill it the script read to use every hour and pharmacist will not fill it called back to ask them for money back $20 since now pharmacy is gonna be closed and I cant get it and the inhaler we were requesting is discontinued and possibly having to go to urgent care wasted our time and money
Business Response
Date: 08/05/2024
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.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 8/5/2024 around 8:10pm Est, however; we were unable to reach you, a voicemail. A refund of $20 was processed today and will show in 2-3 business days on the original form of payment.
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: 08/06/2024

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,

***********************
Initial Complaint
Date:07/10/2024
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.
My daughter had a virtual visit with a provider on 5/23/24. I entered her ************** information and received an auto reply that the system could not verify her insurance, as it was entered incorrectly. I tried multiple times to enter the information exactly as it is on the card, with no success. As my daughter needed to visit a provider I went ahead with the visit, and the system stated that they would place a $1 hold on my credit card and they would try and process the insurance claim and I would have 30 days to try to edit the insurance information. Prior to the end of the month deadline, I made multiple attempts to enter the insurance information exactly as it was on the card. I contacted the customer service chat and was told that the verification system was down, and to contact BCBS, which I had already done, and that if my info was entered correctly, it would be submitted to BCBS. The claim was never sent to my insurance company, and I was billed the full $82 for the visit. I received a claim form in my account from MD Live and attempted to send that to BCBS, but they would not accept it, and told me the claim must come from MD Live. I spoke on the phone with a representative of MD Live on 6/26/24 and asked that my insurance be entered manually by them and the claim be re-filed and sent to BCBS. I was given a ticket number, but there is no record in my account of this claim being re-filed. I would like to have this claim filed correctly with BCBS and receive a refund of the overage that I paid to MDLIVE.
Business Response
Date: 08/05/2024
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.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 8/5/2024, however; we were unable to reach you or leave a voicemail. We show you have MDLIVE through BCBSTX, it shows we were unable to confirm your eligibility for the date of service in question.Since then, were working on submitting the claim to BCBSTX for billing. A refund of $82 was processed today and will show in 2-3 business days on the original form of payment.
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:07/07/2024
Type:Sales and Advertising 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 have called 3 times for this. I have insurance, I have had several appointments, my ** pay has not changed. I have 2 ac**unts (one uninsured that is scheduled to be deleted under brittapple) and my primary (Brittelliott) that does have insurance. Every time I make an appointment I get this message saying I need to re verify. This was **rrect last week but is now happening again.
Customer Answer
Date: 07/08/2024
And I have just received an email saying MD live is unable to verify my insurance. I called in with Cigna and was told everything was good to go.
Business Response
Date: 08/05/2024
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.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 8/5/2024, however; we were unable to reach you, a voicemail was left. We show you have MDLIVE through Cigna, during two dates of services MDLIVE was unable to confirm eligibility. If MDLIVE is unable to confirm eligibility, you will receive these insurance verification emails. For scenarios like these, ***** will have to call in to verbally verify eligibility, also ***** will be able to complete their internal escalation process for these situations as well.
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: 08/06/2024

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,

*******************************
Initial Complaint
Date:06/27/2024
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 received an email and a text message stating I have a past due balance. Upon calling MD Live they state it was for a date of service of 12/21/23. I checked my insurance online and pulled my EOB IT SHOWS I OWE NOTHING. I explained and asked how to submit. The lady was beyond rude telling me I just needed to call my insurance to have them pay. I tried explaining that nothing is due but she continued to talk over me then rudely placed me on hold and never came back to the phone.
Business Response
Date: 07/09/2024
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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 7/9/2024, at 9pm est., however; we were unable to reach you, a voicemail was left. Thank you for including the *** from your benefit administrator, weve escalated the outstanding balance concern to our ************************ team for research. Please allow us time to review and a callback will be provided to you regarding an outcome.
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: 07/10/2024

Complaint: 21911934

I am rejecting this response because: the *** should have cleared this up immediately

Sincerely,

*****************************
Business Response
Date: 08/05/2024
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.
Thank you for your patience this is being reviewed. We sincerely apologize for the inconvenience, the *** you submitted was provided to our RCM team who are still researching this information. At this time, our ************************ team is still researching the escalated the outstanding balance concern. Please allow additional time to review and a callback will be provided to you regarding an outcome.
Customer Answer
Date: 08/06/2024

Complaint: 21911934

I am rejecting this response because: the *** is sufficient proof showing that I do not owe a balance and Im receiving daily calls, emails, and text messages about this balance that I do not owe and this needs to be corrected immediately.

Sincerely,

*****************************
Business Response
Date: 09/11/2024
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.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 9/11/2024, around 11:15am est., however; we were unable to reach you, a voicemail was left. We understand there was a delay in resolving this complaint for you and appreciate your patience. Our RCM team removed the balance owed and sent an email to you on 8/14/2024 advising the balance was removed and the proper corrections were made.
Additionally, appropriate coaching and training were completed to ensure that agents are aware on how to handle similar situations in the future. We thank you for taking your time to leave the necessary feedback and providing documentation to help resolve this issue. Again, we sincerely apologize for the inconvenience caused.
Customer Answer
Date: 09/11/2024

Complaint: 21911934

I am rejecting this response because:
I just received another email stating I have a balance when I do not. Our visits are paid each time we have one scheduled and they are paid prior to the visit. Im not sure whats going on but this needs to get fixed.
Sincerely,

*****************************
Business Response
Date: 09/18/2024
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.
Through MD Live, ***************************** does not have an outstanding balance, which is also matching the attached EOB you submitted. The text message and email you are receiving may be related to a dependent of yours. We will need to speak with you to gather additional information, however, when we attempt to contact you, were unable to reach you, therefore a voicemail is left. Please email us at *************************************** on when will be best to call you to discuss the text messages and emails you are still receiving regarding the balance.
We appreciate your patience and time with getting this issue resolved.
Customer Answer
Date: 09/18/2024

Complaint: 21911934

I am rejecting this response because:
Ive checked all EOBs even for dependents and theres nothing owed
Sincerely,

*****************************
Initial Complaint
Date:06/25/2024
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.
On May 26, 2024, I used the telehealth services provided by MDLive and was charged $1. Shortly, after my telehealth appointment, I received an email stating that I needed to verify my insurance or I would be charged the full $82.00 for the telehealth visit. I called MDLive and was told I needed to contact my insurance company to verify coverage. I tried to tell the employee that my insurance was indeed active, yet the employee hung up on me. The next day, I called again. This time the agent was helpful and I gave her my insurance information and she claimed I was verified. I also told her that I had been locked out of my MDlive account and she was able to fix that too. As well, I told her my co-payment for MDLive was $15. After speaking with the above agent, I logged into the MDLive and verified my insurance again! All of this was not enough, because at 1:32 am on June 24, 2024 I received yet another email asking me to verify insurance. I quickly signed on to MDLive and verified my insurance again. After that, I promptly logged onto my bank account and I saw that MDLive withdrew $82! I called MDLive immediately and was told that I would be hearing from a supervisor and receiving an email from them. I have not received a phone call nor email. As well, I was told it takes 45 days for refund. I really think this is a scam and I want my money back. All that MDLive had to do was submit their claim to my insurance which they have not. I would like help in obtaining a refund. Thank you!*************************
Business Response
Date: 07/09/2024
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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 7/9/2024, at 8:30pm est., however; we were unable to reach you, a voicemail was left. We escalated your concern to our account management team who reached out to you benefit administrator for assistance,per the response back from your benefit administrator, your specific insurance plan does not offer MDLIVE as a benefit. Due to the inconvenience, weve issues a courtesy refund of $82 which will go back to your original form of payment and will be available within 2-3 business days. Please contact your benefit administrator to learn more about your Telehealth options.
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:06/24/2024
Type:Order 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.
MD LIVE keeps telling me that I have 48 hours to confirm an appointment. I did not schedule any appointments with MD Live. Please cancel all appointments, if any, and delete/deactivate my account. Thanks so much.
Business Response
Date: 07/09/2024
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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced, an attempt to contact you was made on 7/9/2024, at 8:45pm est., however; we were unable to reach you, a voicemail was left. Based on the research that was completed, the appointments in question were self-scheduled online though the patient portal. We can confirm that all scheduled appointments and requested appointments have been cancelled, and that your account is no longer in an active status.
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: 07/10/2024

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:06/20/2024
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 am writing to file a complaint against MDLive regarding their deceptive billing practices and misleading advertising. When I initially used MDLive's services to connect with a therapist, the price listed was $0, indicating no cost for the therapy sessions. Based on this information, I proceeded with multiple therapy visits.To my dismay, MDLive subsequently charged me for these therapy visits, leaving me with an unexpected balance. Upon contacting their customer service to address this issue, ******************** altered their website portal to reflect that therapy visits would cost $30 each. This change conveniently appeared only after I had raised my concerns.It is important to note that MDLive has already been compensated by my insurance provider for these services. Despite this, they falsely advertised a price with no copay and are now attempting to charge me an additional $60 for the virtual visits. This practice is misleading and unethical, causing unnecessary financial stress and undermining trust in their services.I request that MDLive honor their initial advertisement of $0 cost for therapy visits and rectify the charges applied to my account. Furthermore, I urge the BBB to investigate MDLive's billing practices to ensure transparency and fairness for all consumers.Thank you for your attention to this matter.Sincerely,*************************
Business Response
Date: 06/26/2024
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.
We are sorry for the inconvenience you have experienced; weve escalated this concern to our revenue cycle management team for review. Once an update is given, outreach will be provided to you to ensure resolution. Thank you for your patience.
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: 06/27/2024

Complaint: 21878648

I am rejecting this response because: No action has been taken. They're basically saying wait and see until their escalation team responds.

Sincerely,

*************************
Business Response
Date: 07/09/2024
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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
Thank you for taking the time to speak with me, as discussed during our phone call on 7/9/2024, around 9:18pm est. The outstanding balance was removed from your MDLIVE account.
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: 07/10/2024

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,

*************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

MDLIVE Inc. is NOT a BBB Accredited Business.