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:03/24/2025

  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 am with **************** and we use the ****** app.. I was sick with a bad cough and went online to see if the doctors for virtual care would provide a certain cough syrup. That is the only one that ever works for me.. in the comments before I saw the doctor, i wrote in that a highly prescribed cough syrup (I mentioned the specific name) does nothing for me and that I needed the cough syrup that works and did not want to make an appt or see the doctor if this was not an option.. the doctor came on and he said he would call in a medicine and said he would call in the medicine which does not work, but only after I pushed asking what he was calling in. He laughed at me about the cough syrup i wanted, saying that no one prescribed that anymore. I asked why because it works so well. He said because of all that (name of active ingredient in stuff. I was like, I don't know what issue you are talking about. I know it is a narcotic but I don't know about any controversy. I just know it works. Intake it every few years for a few days. He was very condescending to me and I did not appreciate it at all. You need to put on your website that you don't prescribe narcotics . I smoked for years so I deal with a more aggressive cough. Non narcotics don't work on my cough. Also, laughing at a patient is not an ideal situation. I was sick and emotional. I had already let them know I did not want to pay $55.00 to not get what I needed when I told them upfront it was the worst doctor experience I have ever had. He was rude, condescending, and did not solve my issue and why I came to the appt. I would like a refund of my $55.00 To humor him and prove my point I got the medicine he xe g and took them twice, did not work at all so I sit with a cough... Please reach back out to me. i am with ****************** Blue shield. Of course, the ****** app is not working. So there is nobody there to sort this out. Amwell is the business that took $55. From my account.

  

  Business Response

  Date: 03/31/2025

  Dear Ms. ********************* apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Cases ******** and 03314042). 
  
  Please be advised per the Federal **** ****** Act of 2009, telehealth providers are prohibited from prescribing controlled substances, even if recent laws allow it in specific states. Our Clinical Quality team has reviewed your standard of care complaint and determined that Provider ****** ******** provided treatment and medication aligned with our criteria for standard of care. Nevertheless, our Clinical Quality team issued you a courtesy refund on 3/26 and ensured that your requested sick slip was provided to you on your account. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03314108.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support
  
  

• Initial Complaint

  Date:02/15/2025

  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 to log in to investigate some billing and realized that my cc information was still stored. I do not like having to store/save my cc information ANYWHERE. On top of the fact the insurance we had was no longer valid. I was unable to delete/remove my own cc information so I contacted via phone 1/25/2025. I was not given a confident answer as I was told he could not remove my cc. He reached out above him and created a ticket #******** claiming that they are not able to remove and it could take ***** DAYS!!! That is UNSATISFACTORY and I feel very uncomfortable. They can see that we have had no appointments nor any upcoming. I have paid all bills with nothing outstanding as there is NO REASON to hold my payment information. I have had cc theft before; I have had my identity stolen before. I WANT my cc information removed from their system IMMEDIATELY. I tried back via email because I thought surely this isn't normal practice and how on earth could it possibly take that long. I got two different responses. One confirmed the ticket and that it could take ***** days. One that said they are unable to remove my cc information; I responded asking for clarification because of the conflicting answers and didn't get a response. I'm done attempting to converse with these people and I'm highly unsatisfied and feel disrespected.

  

  Business Response

  Date: 02/24/2025

  Dear Ms. ************************* apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 03225171). 
  
  Please be advised that when signing up for an account on **********************, you agreed to the the Terms of Use (which can be reviewed at any time on the login page). Per the Section V: "Payment Authorization", you agree to provide a payment method, and expressly agree that Amwell is authorized to charge it. If you want to remove a payment method from your account, you must replace it with another payment method. 
  
  The payment method is not stored on our system; a secure third party handles payment authorization. This is also why the agent handling your previous case told you that they were unable to remove your card. 
  
  If you do not feel comfortable giving us your credit card information, we could invalidate your account. If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03266533.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This is yet, a 4th "answer"/explanation which I do not need -I need my credit card removed.  If that entails deactivating the account GO FOR IT! PLEASE!  YES!   Get the account closed, deleted, whatever you need to do to REMOVE my cc information from your system/the 3rd party system -Where ever it is stored and accessible.  When I can see that has been done I will accept your response.  I've never experienced a company that holds your cc hostage and "doesn't have the ability to remove" -How on earth would that make me feel safe and secure...Rhetorical.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 03/05/2025

  Dear Ms. ************************* have invalidated your account per your request. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03266533.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:02/14/2025

  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.

  Amwell filed a claim under the wrong provider to my insurance, resulting in it being denied as out of network. The actual visit was with an emergency health provider 1/6/25 but it was filed under a mental health counselor.I saw this under my insurance a week post visit and immediately called Amwell. I was given a case number and told Id hear back in ***** days. The only communication I received after this were 2 automated emails that my request was in queue (last email received 1/30/25).On 2/13/25, they billed my credit card for the full amount that was denied without my approval. I did not receive a receipt or any other communication informing me of this, and found out via Amex.I called and spent 50 min on the phone, explained the situation to 4 different people after being transferred around, and was given 3 different case numbers. The supervisor I spoke to informed me they would not refund me until paid by insurance despite this being their error.After this call, the billing **** replied to one of the new case numbers via email and told me it was denied and I owed the funds. They didnt even read the notes of the case even though I explained the situation 4 times on the phone and each person confirmed understanding.I replied and again explained and was told theyd refile the claim but that they would not refund me per policy.I want my refund. This was not my error, it was Amwells.Why not let me talk to the billing team vs playing the telephone game with multiple ***** This is the second billing issue Ive had with them. They are agonizing to deal with and Im done using Amwell.

  

  Business Response

  Date: 02/19/2025

  Dear Ms.********,  
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous case with us (03262894). 
  
  A representative from our billing team spoke with Ivonnie at United Healthcare reference #********* and she is sending your claim for your visit on 1/6/25 down for a manual review as we billed the claim with the correct provider that you saw. Per Ivonnie, please allow 30 calendar days for them to complete their review. Once we receive the updated explanation of benefits, and if you are due a refund, one will be issued at that time.
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03265183.
  
  Thank you,
  Rheaha Khan
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
  

  The problem is that Amwell shouldve never billed me without reaching out to me. This should not have been billed the way it was to my insurance. They told me that this was billed under the wrong provider with the correct provider name in the comments. Since this was Amwells error, I should be given a refund and they can bill me if they deny the actual claim that is filed properly. It is not OK for Amwell to bill me when they made a mistake and not even send me a receipt. I sent the same response via email in response to Amwells message 2/19/25.

  
  Regards,

  *****

   

   

  

  Business Response

  Date: 02/26/2025

  Dear ******************************************************** team resubmitting your claim to your health plan with the corrected information for a manual review. Once this claim has been resubmitted and accepted by your health plan, our billing team will review and transact a refund. Please be advised that this can take ***** business days.
  
  Please be advised that when signing up for an account on **********************, you agreed to the the Terms of Use (which can be reviewed at any time on the login page). Per the Section V: "Payment Authorization", you agree to provide a payment method, and expressly agree that Amwell is authorized to charge it.
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03262894.
  
  Thank you,
  Rheaha Khan
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

   

  Amwell continues to circumvent the point, which is that their team filed the claim wrong and now I have to sit with this charge on my credit card and pay interest on it because of their mistake. For this reason, because it is Amwells mistake, I deserve a refund. They can bill me if the claim gets rejected. None of this is my fault, it is theirs.
  
  
  I have the right to ask for my payment information to be removed from their system and they better find a way to do it. They dont get to just store my information without my continued permission. I dont care what I agreed to at the time of service, I am not utilizing their service at this time and have again, in writing, confirmed that I do not authorize them to charge me anything ever again and that I want my payment information removed from their system. Any additional charges will be reported as fraud. I want to call out that this is an important part of card processors allowing them to store card holder data.
  
  
  The fact that they continue to send canned responses just shows how poor the service is at Amwell.
  
  
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/11/2025

  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.

  On January 24, 2025 I purchased a remote Doctor's visit with **************************. After 4 tries I was finally connected to a doctor *** was able to treat me and provide excellent service. However, to get to this doctor it was one of the worst experiences I have ever had. Each time (4 total) I was connected to a doctor *** then closed the session and said they were unable to meet. I kept getting cancellation messages on my phone and via email with no explanation. It took almost an hour to finally get connected to someone.After the horrible experience, I called customer service and was given 2 case numbers that were supposed to be emailed to me directly. I never received an email and I never received any feedback on those cases. The case numbers were put in as I wanted an explanation as to why I kept getting disconnected and I lost over an hour of my time. I was then charged $45 for the visit and according to the customer service representaitive, that should have been refunded due to the poor experience I had. Here we are several weeks later and I still don't have the credit and my insurance company has no corresponding paperwork of the visit. However, I was charged on January 24, 2025.I am seeking a full reimbursement for this visit and claim paperwork sent to my current insurance carrier

  Customer Answer

  Date: 02/22/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 02/24/2025

  Dear Mr. *********************** apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 03220935). 
  
  Our Clinical Quality team has reviewed your case.  Per our records, your three attempted visits were cancelled by the providers, which we understand can be frustrating. However, for your successful visit on LiveHealth Online, you had a comprehensive visit and two prescriptions were called in for you. Therefore, they have determined that a quality of care refund is not owed to you at this time. 
  
  Our billing team is still looking into what may have occurred regarding your health plan not receiving your claim for this visit. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03260355.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  So, this doesn't answer the original problem that I reached out with. I'm supposed to have 2 cases open and I want to know why I had 3 appointments cancelled. What kind of customer service credit am I eligible for due to 1 hour being wasted. According to your customer service, I'm eligible for a refund due to the 3 cancellations
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 03/05/2025

  Dear Mr. *********************** following up regarding BBB Complaint ID #********. Per our billing system, the claim for your visit on 1/22 was submitted to your health plan on 2/8 and accepted for processing on 2/11. Your health plan applied the full charge to the deductible. This information should have been available on your health plan's member portal on 2/20. The claim is at a $0 balance, as you issued payment at time of service.
  
  Our Clinical Quality team has reviewed your case and made their determination. As you were not charged for the cancelled visits, no refund is owed. You were able to be seen and evaluated by a provider, and the claim was submitted to your health plan, so no refund is owed for that visit either. We apologize for any miscommunication on the part of our phone agent. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03260355.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  So this is actually quite ridiculous. Customer admit that their representatives miscommunicated. Why not listen to the tapes. If someone from the organization said I'm owed money, then I'm owed money. At this point, I'll be submitting the case to my bank and stopping payment along with marking the transaction as fraudulent.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:01/22/2025

  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 have ******** with ******. Policy B7U3HZN73841880 I have written information from ****** telling me that for virtual visits I must use Amwell health at **************************. I was informed by my insurance and given proof of coverage and co pay for virtual visits in writing to me by ******. My copay is Zero dollars. Amwell has consistently insisted that my copay is $279 for one virtual visit and refuses to do anything to resolve this issue. This leave me without being able to have a virtual visit. I had my braven insurance set up a 3 way call to Amwell to help and verify that I have a zero copay. The amwell representative and supervisor said there is nothing they can do.... I am denied virtual visits due to this. I have a case number ******** with Amwell and I have a greivance no. LVI10330719 with ******. Neither have helped resolve. Braven phone number is ************ and AMwell phone is ************ They are located at **************************************** ************ has MANY complaints.

  

  Business Response

  Date: 01/24/2025

  Dear Ms. ************************** apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 03214789). 
  
  Please be advised that our system uses your insurance information to communicate with Braven Health regarding cost based on the information you've provided us (Subscriber ID, Primary Subscriber, Service ******************* etc). When we do Real Time Eligibility checks, we are directly communicating with Braven Health, who tells us what you should be charged based off the information you're providing to us.
  
  When looking into your account, we realized that you had not input your ********************* key, which is required to get correct pricing. Once we added it, I ran a test visit on your account and got a cost of $0. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 02902771.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising 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.

  Amwell charged me my copay several times when I had met my out of pocket maximum. I filed a complaint with them directly to get a refund from my previous appointments. They informed me someone would be reaching out to me regarding my resolution within a week and its now been 2 months with no one reaching out. I have yet to receive my refunds. The visits were Oct 2nd, 7th, and 29th. My copay should have been $0 (which I can provide with my explanation of benefits) showing they were paid in full by my insurance company.

  

  Business Response

  Date: 01/06/2025

  Dear Mr. **************************** apologize for any frustration you've experienced, and for any issues regarding your previous case with us (03115023). 
  
  I reviewed the previous case, and it appears that it was not escalated to the appropriate department. I have escalated the matter to the appropriate department, and it is currently being reviewed. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03191220.
  
  Thank you,
  Rheaha Khan
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:12/26/2024

  Type:Customer Service 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 just had a horrible interaction with a representative to hung up the phone on me and was very extremely rude (I didn't get his name but also his supervisor "******* *******" REFUSED to talk to me as she thought my matter which I have been dealing with since December 19th has not been resolved. I have spoken to 4 associates and spent over 90 minutes on the phone. Please have a customer service executive contact me via telephone and I will request that ALL four calls are reviewed. I called again on December 24th and today December 26th (twice)Thank you.

  

  Business Response

  Date: 12/30/2024

  Dear Mr. **************************** apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Cases ********, 03183617). 
  
  Per our records, it looks like you spoke directly to representative **** after this BBB Complaint was created. Your Prior Auth for the ** sent by your provider was approved by your health plan on 12/26 as well. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03184122. 
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:12/20/2024

  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 had 2 telehealth appointments through the Amwell app. At the time of the visits Amwell was unable to bill my health insurance plan, so I paid the cost of each visit upfront. I was told via email by Amwell's customer support that I would have to submit the claims through my health insurance myself. My health ins plan stated that the provider, Amwell, had to submit the claims because they are in network. Amwell has failed to properly submit one claim and Amwell has failed to reimburse me for the cost of my visit for the claim that they did submit.

  

  Business Response

  Date: 12/30/2024

  Dear Ms. ****************************** apologize for any frustration you've experienced, and for any issues regarding your previous case with us (Case 03085163). 
  
  Unfortunately, we are not contracted to submit claims or run eligibility for ******, as previously explained by our billing department. Patients are required to manually submit for reimbursement with their health plan, which is why we are unable to directly provide you with a refund or submit a claim to your insurance. If you are experiencing any issues submitting your claim to ******, please reach out directly to them to appeal/request review of your claim. The reimbursement they claim to have sent to Amwell should have been sent directly to you. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03177985.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have already reached out to my health insurance company and confirmed that Amwell and the provider *** ***** are IN NETWORK. As I have already explained to multiple customer service representatives with **********************, I tried to submit the claims for the telehealth appointments I had through Amwell directly to BCBS of MN but BCBS of MN stated that you are in network so you must submit the claims.

  I confirmed with BCBS of MN that they sent a $99 payment for my 10/11/2024 claim to ***********************. I also emailed my Explanation of Benefits from BCBS of MN to Amwell's customer service team. That *** shows that the 10/11/2024 claim was approved. Please contact *********** Network, which is associated with Amwell, for the payment. The phone number for *********************** is ************. Please refund me the difference between the full cost of the visit and my copay. I am due a refund of $99 because my copay is $10 but I already paid $109 for the 10/11/2024 visit.

  Here are the case numbers associated with this issue: CASE #******** and 03169238

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 01/10/2025

  Dear Ms. ***************************** understand that your health insurance company has told you to contact us regarding a refund for your visits on our platform. However, we are not contracted to submit claims or run eligibility for ******, as previously explained by our billing department. We have not received any payment from your Health Plan for these visits. We are unable to refund you because your health plan's contract with our telehealth platform does not include the ability to submit claims or refund for the cost of visit. ****** may have told you otherwise, but they are mistaken about either our functionalities or their responsibilities. I have confirmed with our billing department that ****** is responsible for directly refunding you the cost of visit. 
  
  If you are experiencing any issues submitting your claim to ******, please reach out directly to them to appeal/request review of your claim. We are unable to assist. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03177985.
  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:11/01/2024

  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.

  Live health online/Amwell mental health service provider for psychology services charged me $35 when the doctor was the one that cancelled appt. I filed for a refund and they told me because 300 customers filed claims now they have to wait ***** days for a refund. In the middle of that conversation with *** about refund she says I noticed they charged you back in June $55 instead of 35$ so I will create a ticket for both the $35 and $55. Because there was a refund issue I cancelled my appt for the next day on the day before the high was less than 24 hrs. They then charged me $40. I had to create a ticket for that third refund now. This company is a scam. It takes forever to connect for Telehealth and the navigation experience on their app is not one of ease . They are a scam!!! I am going to email them once my confirmation ticket email has been sent to my email address. I also have photos of screenshots showing texts that say your clinician had to cancel the visit, and you will not be charged for cancelling less than 24 hrs. ********

  Customer Answer

  Date: 11/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/16/2024

  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 had a telehealth visit on 10/10/2024 and was charged a $15 copay. I have met my annual out of pocket maximum for the year and originally reached out to Highmark BCBS since I accessed the telehealth appointment with Well360 (powered by Amwell), but Highmark BCBS informed me that the clinician would need to reimburse me once my claim processes. I reached out to Amwell via the email ********************************************* on the patient receipt which is listed as the billing clinician and explained the situation. The response to case ******** was that they had no record of any recent transactions for my account and then closed the case, despite the fact that I provided both the patient receipt for the $15 copay from Amwell and evidence of the processed charge from my bank. I am dissatisfied with the lack of customer service and dishonesty of the process.

  

  Business Response

  Date: 10/18/2024

  Dear Ms. Pettengill,  
  
  We apologize for any frustration you've experienced, and for any issues regarding your previous cases with us (Case 03098318). 
  
  Per our records, you were refunded on 10/16. You should see this credit within 5-10 business days to the original form of payment. 
  
  If you have any further questions, please reply via email. A copy of this communication has been sent directly to your email on file. For your reference, your Amwell Case Number is 03099982. 
  
  Thank you,
  Sadichha
  Support Specialist, Amwell Customer Support

  Customer Answer

  Date: 10/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22430293. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Brittany Pettengill