ComplaintsforHelix Urgent Care

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a virtual visit on 1/2/24 and at the end was notified that I would be notified when an appointment became available. After 2 hours of nothing, I signed up to see another doctor to whom actually saw me (like normal virtual visits) and I got my prescription filled from (sent Helix proof). Well- Helix and **************************** have charged my insurance and myself $653.75 for fees labeled office visit (I never received an appointment time to attend, and it is a virtual visit and they have none of my medical info), for the prescription and much more. They are standing firm even after discussing this and providing proof. They told me I signed a consent, and that basically it is my problem even though the charges are clearly fraudulent and never took place because no one provided me a visit time nor prescription to be filled.I never heard back from them on an appointment, only electronically when a bill was due which was a huge surprise to me. I feel like this doctors office/company has gotten over on me and my insurance company. I Their contract states Per section 2 - "The HelixVM Network conducting the consult determines the scope of services for diagnosis, treatment, and care, including prescribing appropriate medication or devices, diagnostics, specialist referrals and follow-on services. If you have any clinical questions in connection with your Telehealth Consult, please contact HelixVM at the contact information below and you will be connected or directed to a member of the HelixVM clinical team. " No one consulted with, spoke to, or reached out to me. How is it that I am legally charged anything? They've breached your own contract. I never consented to a "fast track" visit, I consented to a telehealth appointment that never occurred. I should not have a bill, and they should not have been paid by my insurance company.

  Business response

  07/02/2024

  Good afternoon, I have telephoned the pharmacy of the patient and confirmed that the prescription issued by our office was never received.  I have sent a request to our billing department to have the claim for this patient reversed.  I hope this satisfies the request and we apologize for any inconvenience.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Helix Health on 3/28/2024 in an effort to get a prescription for Ambien, a drug I have been taking for several years. My prescription was about to run out, and I was not able to get an appointment to see my doctor in the time. I found this service online SPECIFICALLY for the purpose of getting a prescription for Ambien, which, the site said they could do. I paid the fee, provided my insurance information, and was sent the attached information that the "treatment" was to see my primary care physician. They charged my insurance over $300 and then sent me a bill as well for although no services whatsoever were provided. They are now calling and leaving automated messages and have increased the amount due. This site is a scam, and this practice illegal. I would like for them to void my balance and delete my records and contact information from their system. Alternatively, I would like to be provided with specific contact information, including mailing address, so that I can file a lawsuit regarding their fraudulent practices.

  Business response

  07/09/2024

  Good morning and thank you for the inquiry.

  ********************** registered with HelixVM requesting an asynchronous visit to obtain a *** controlled substance.  Our physicians use a Federal Drug Prescription Database (****) to validate and confirm past usage of any regulated drug, prior to prescribing for any patient.

  When our physician checked the **** for **********************, the database reviled that on 03/27/24 (one day prior to his visit with Helix on 03/28/24) a refill was provided by **************, for the patient. 

  Obtaining proof that the same prescription was provided one day prior, by another physician is cause for the request of the same medication to be denied due to early controlled substance refill.

  As a courtesy to the patient, I will have our billing department void his insurance claim with his carrier, as we were unable to satisfy his request.  But we cannot provide medication refills on medications recently prescribed by other physicians, when timeframes overlap.  This is never an option, and patients should pay close attention to when refills were last provided.  Thank you and have a good day.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for an account which was supposed to be free and I did a quick questionnaire. I did not have any virtual appointment with a medical provider nor did a prescription get sent to a pharmacy for me either. I received an email that stated if I wanted to cancel the contract, to Call and do so. I had called three different numbers with no answer and Ive emailed and received an email back stating that there are no monthly contracts and that Im still obligated to pay otherwise it will go to collections and incur more charges. I am being told that there is no way to cancel Anything and that I will still be charged but clearly in my email it states that if I want to cancel the contract to call. I also never got any lab tests done so how can I be charged for tests that were never taken or sent to my doctor or be charged for a visit that never took place, in person, virtually, through text or over the phone with a healthcare provider.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am being billed for no service. I have tried to call numerous times with no response. I feel like I am being scammed.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a telehealth visit with Helix on 2/11/2024 to address covid concerns and get a prescription for panoxil. Helix accepted my ********* with Medi-cal, and no payment was to be obtained from me out-of-pocket for the services rendered. A month later, I received a bill for $80.65 with no detailed statement regarding what the charge was for. Again, as I have Medi-cal, I shouldn't have received a bill as the entire payment should be collected from *********. I have reached out to Helix by email multiple times **************************************************** and by phone twice *************), to get further information regarding the charges, and never received a response - they continue to send emails and attempt to collect payment on a bi-weekly basis. I contacted my *********'s grievance department to confirm if I am responsible for the payment to Helix, and my ********* has both called and sent a letter to Helix stating that they are not to bill me, but my ********* has not received a response either, and I continue to receive collection attempts and are now including over $100 in "late fees" to the original charge. Helix is not complying with Medi-cal's ********* policies and Helix's attempts at collection are now verging on harassment, along with the threat of hurting me financially with their bogus "late fees" as I am not responsible for the remaining balance per my *********. I fear for the other patients they have seen who have been trapped by their surprise fees despite ********* coverage, and their predatory practices with collections.

  Business response

  07/02/2024

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

  I have reviewed your account and I agree.  Based on the explanation of benefits provided by your insurance carrier, you should not owe any out-of-pocket expense for the virtual visit you had.  I am forwarding your information to our billing and accounting department, and they will settle your claim.  There is no further action needed on your part and I apologize for this inconvenience.  Thank you for bringing this error to our attention.

  Customer response

  07/02/2024

   
  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

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There was a promotion online from Helix MD for fast and easy prescription refills with no video visit required for under $100. The advertisement had one of the prescriptions I take and needed a refill on. (Iwent back and took screenshot fyi)I filled out all the necessary paperwork. It said plainly that they wont prescribe controlled substances, UNLESS its a refill. So I continued and after submitting and waiting I got rejected and was given a referral to see a doctor for evaluation and treatment. I was only requesting a refill so I didnt understand why I was given a referral. It seems straightforward. I complained and the Dr said they clearly state no controlled substances bc mine was a muscle relaxer and controlled. It was also advertising controlled substance refills. I met requirements and was rejected with no reason. Then my insurance was billed $500. I rated them on trust pilot and saw multiple other customers with exact same complaint. Its advertising a service that its charging and not providing. Why would I need a referral for a refill and how can you charge me if service wasnt rendered. They automatically took from my checking account with a note saying its in the contract. I have screen shots of advertisement and video scrolling down trust pilot. Please investigate bc theres no way to reach them. It only lets you receive messages from them on the account once your visit is complete.

  Customer response

  06/15/2024

  Ive added a screenshot of the company stating they will REFILL the exact medication REFILL I requested, which is a controlled substance, but was rejected bc they do not prescribed controlled substances UNLESS a REFILL. 
  

  False advertising straightforward

  Customer response

  06/15/2024

  I found the advertisement for the exact medication I requested. I also provided screenshots of:

  their restrictions on controls,(proof of current prescription) for refill.

  my proof of current prescriptions and exact same medication advertised as a refillable prescription along with the cost for self pay. 

  Customer response

  06/15/2024

  I found the advertisement for the exact medication I requested. I also provided screenshots of:

  their restrictions on controls,(proof of current prescription) for refill.

  my proof of current prescriptions and exact same medication advertised as a refillable prescription along with the cost for self pay. 

  Customer response

  06/15/2024

  I found the advertisement for the exact medication I requested. I also provided screenshots of:

  their restrictions on controls,(proof of current prescription) for refill.

  my proof of current prescriptions and exact same medication advertised as a refillable prescription along with the cost for self pay. 

  Business response

  06/19/2024

  Good morning **********************,

  There are several considerations when prescribing controlled substances.  We must abide by Federal and State regulations.  Depending on the state you reside, limitations can occur.  

  In lieu of the inability to prescribe the medication you requested, your account balance has been removed and there is no out-of-pocket expense owed.

  Thank you for your consideration and have a good day.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They are trying to bill me for providing health care services that they never provided. They literally sent me an email that said see a doctor. I want the bill completely deleted. Thank you.

  Business response

  07/01/2024

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

  Thank you for visiting Helix Medical.  Our records show that you requested a medical evaluation for Prescription Refill, yet your medical history stated that you were not presently taking any medications at that time.  With the uncertainty of what medical treatment you were seeking, our providers referred you to a specialist.

  Considering your request was essentially incomplete, I will forward your inquiry to our billing department and have your out-of-pocket expense waived as a courtesy.

  No action is needed further on your part.  

  Thank you.

  Customer response

  07/01/2024

   
  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

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I participated in a Fasttrack Rx visit on 5/29/24, with *************************, DO. Labs were ordered and I promptly completed them. The patient portal showed a follow up visit on 6/12/24 at 10:30 am. I didnt receive any instructions on this, just happened to see it in the Visit Summary from 5/29. I didnt know if I was to log in somewhere or what? That visit info for today is now gone from the Visit Summary for 5/29 and I have no resolution or prescription. I have no communication telling me if a provider even reviewed the labs they ordered. In 6/12 I received an email from Helix notifying me they will charge my card on file tomorrow for $146.75 and I have no idea what on earth I am paying these people for - theyve done NOTHING for me other than order lab work. Ive attempted to call three different phone numbers and all put me to voice mail; I left messages on all 3 and sent a message through the helixcares.com website with no responses at all. The portal will not allow me to send a message. I feel like I am being scammed here.

  Business response

  07/02/2024

  Good afternoon,

  Thank you for your information provided.  We have reviewed your medical records and due to our inability to provide the medication you were requesting; we will notify your insurance company to reverse your insurance claim and you will be issued a refund for your cost.  We hope this satisfies this complaint and we apologize for the inconvenience.

  Customer response

  07/08/2024

  I am ***** to accept the business response since I have no notification from my health insurance company theyve been told to refund the $149 I paid to Helix for nothing. I wish to leave the case open until this actually happens. 

  Customer response

  07/14/2024

   
  Complaint: 21842271
  
  I am rejecting this response because:
  Today is 7/14/2024 and I have received zero communication or intent to refund my $149. I actually paid Helix $149 and spent another $145 on the labs ordered, then they my only request was for a visit to get Testosterone for a menopausal woman and Helix does not prescribe this, they just refer you to Endocrinologist. I want my $149 back at the very least. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My child was taken to Helix. We verified on their website that they accepted his insurance. My credit card was charged $303.75 instead of the $5 co pay. I tried disputing this with them but there is no phone number for their billing department. I went into the location to discuss the charge since there is no phone number for billing & they gave me an email address so I could dispute the charge. It took them two weeks and a follow up from me to get a response which only said that they didn't accept my insurance. They still have my insurance listed on their website saying that they accept it! I feel scammed & I want my money back.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  FALSE BILLING

*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. ↩