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:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using Amwell's services for several years now. On December 21, 2022, I received a bill from them dated 12/7/2022 that I owe $180 for services covering 6/11/2021-9/30/2021 WITHOUT ANY PRIOR NOTICE DURING THE PERIOD FROM 9/30/2021 TO TODAY. To bill someone 1.5 years after the fact isn't only unethical it's troubling.In addition, two visits they are claiming I did not pay for are for dates 9/27/2021 and 9/30/21 and are periods for which I was covered under insurance - they even CORRECTLY billed OTHER charges surrounding these dates but neglected to correctly charge for these dates. On multiple occasions, the WRONG insurance company was charged even though I had the right insurance on file.They need to fix this and stop stressing and troubling people 1.5 years after visits when they did not make ONE attempt previously to let me know there was an outstanding bill.This is a terrible practice, troubling from an audit perspective and dare I say unethical.

  

  Business Response

  Date: 01/05/2023

  Dear Ms./Mr.
  
  We sincerely apologize for the frustrating experience you have had. Our Billing team has been communicating with you regarding the charges applied to your account, via email. As previously advised, a copay of $10.00 is due for the following five visits; 06/11/21, 06/21/21, 06/28/21, 07/05/21, and 07/26/21. The total balance due is $50.00. 

  If you have additional questions regarding these charges, please continue to communicate with your Billing team via email, and we will continue to assist in any way that we can! Have a wonderful day! 

  Thank you,
  Natasa
  Support Operations Manager, Amwell Customer Support

  Customer Answer

  Date: 01/14/2023

  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'll be happy to accept your resolution once I get a revised bill. Thank you for your efforts, even though rather late.
  
  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: 01/18/2023

  Hello,

  Thank you for your continued patience. We have requested again that a statement is sent to you, and were able to confirm that one was sent via mail today.  As this is the 2nd request we have put in, please do not be alarmed if you receive 2 copies of the same statement. 

  If you have any additional questions, please know that our Customer Support team at ************ is available 24/7, and case number 02065405 can be referenced at the time of your call.

  Thank you,
  Natasa
  Support Operations Manager, Amwell Customer Support

  Customer Answer

  Date: 01/19/2023

  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 appreciate you fixing things. There is one more issue. You haven't charged my card for my co-pays for the several sessions this year. I do not want to find myself in this same situation again, as I can only imagine how terrible it would be since my copay is $30 this year. You pre-authorized but then refunded the money right after in some instances. I'd like you to resolve my entire account please, not just from 1.5 years ago. I don't want this to happen to me again next year.
  
  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:12/08/2022

  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.

  Since the onset of the pandemic, I have used Amwell for my mental health treatment. Apparently, they have been incorrectly coding my sessions, resulting in my insurer denying all claims. I contacted my insurer today, believing them to be at fault, and when they contacted the company, Amwell told them that they don't even make insurance claims and that I needed to go into my account and download a claim form for each visit and file it myself. This is absolutely untrue, as they have already (albeit incorrectly) filed a claim for every appointment. Now they keep trying to bill me money I do not have and cannot afford because of their inept insurance coding. My provider is fantastic or I would just leave the app altogether. I just want to be able to resume treatment, I am not looking for anything more than that.

  Customer Answer

  Date: 12/19/2022

  I have not heard from the business in response to my complaint.  As a result, Ive been unable to continue mental health treatment with my regular provider. 

  

  Business Response

  Date: 02/09/2023

  Dear Ms. *********** style="box-sizing: border-box;">We sincerely apologize for the frustrating experience you had. This email is to inform you that there is finally a resolution for your case here.

  Your health plan has revealed that the provider for your services has been credentialed with the plan prior to your visits that had been denied.  ***** services are being reprocessed by the health plan reference number **********.  Reprocess is estimated to take ***** days for final adjudication.

  We have also emailed you directly within Case 02031467 with your resolution. 

  
  Thank you,
  ********
  Support Specialist, Amwell Customer Support

• Initial Complaint

  Date:12/06/2022

  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 December 6, 2022 I called Amwell to set up a an account in order to get services with them. They are partnered with my insurance and are the only telehealth system ********** Blue Shield of Kansas. I spent almost two hours contacting the service in order to get enrolled and Amwell. Amwell was not capable of enrolling me the three times I called them. I The first time they told me they did not take the insurance. I called my insurance they created a conference call. The insurance provided the same information and the representative stated that I was enrolled and that I should receive an email. Once my insurance company representative was gone, I asked the Amwell rep to help make sure everything was set up. I waited and waited and waited. I never received an email. I asked the rep if it was possibly the wrong email. I did not get a response. I waited asked again and again. She was not there. She did not tell me I was being put on hold or anything of that nature. I eventually had to hang up. I contacted my insurance company again. We had another conference call. I provided all of my information a third time. While we finished up the process, the representative from Amwell stated that the insurance did not take. He Acknowledged the problem was probably on Amwell's end. I wasted hours of my time with Amwell services. They need to compensate me for time lost from their lack of service.

  Customer Answer

  Date: 12/17/2022

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

  

  Business Response

  Date: 12/19/2022

  Dear ****************

  We sincerely apologize for the frustrating experience you had with our service on 12/6/2022. At the time of your attempted visit, there were system issues preventing correct cost share between your provider and our service. Currently, real time eligibility shows a $0 copay for your Amwell ******* services. We sincerely hope this experience will not prevent you from using Amwell service in the future. Upon your next visit, please use coupon code Freevisit2022, which will ***** you a total of three free visits before Dec. 31st, 2023.  

  Natasa,
  Support Operations Manager, Amwell Customer Support
  
  

• Initial Complaint

  Date:11/15/2022

  Type:Order 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 was a service provider that my insurance company contracted with to provide telehealth medicine. My insurance should have covered the full bill, but Amwell decided to send a bill 18 months after the date of service for $23. While this may be legal, it shows that they have poor billing practices since they wait till it is now a difficult task to research the original purpose of the visit and what the insurance should have covered. I refuse to be billed so wantonly this far after the date of service and am quite sure my insurance company had a contract with Amwell to cover this service.

  

  Business Response

  Date: 11/20/2022

  Dear Ms./Mr.
  
  
  We sincerely apologize for the frustrating experience you have had. A new case has been opened to review your account and your billing inquiry - case number ********. We will be in contact with you soon, regarding this matter.

  
  Thank you,
  
  Natasa
  Support Operations Manager, Amwell Customer Support

• Initial Complaint

  Date:10/30/2022

  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.

  On 10/30/2022 I had a scheduled appointment with Amwell. As the photo indicated it stated the provider was no longer available. I reached out to them as this occurred on 10/22/2022 as well. That resulted in being charged a 40 no show fee. I asked the provider if they could call as they shared it was a glitch in the system and had occurred with three other patients. He stated he was unable to do so. I called Amwell and they were unable to resolve. Their only suggestion was to wait an hour try to make another appointment. That would result in waiting an entire day for an appointment. When someone is reaching out for mental health support that feels like a lifetime. It also feels like a brush off. Topped with adds to trust issues. Thoughts of why should one even bother to get support or even make the effort. It's clear they don't value helping someone's mental health. It's not a priority. If I am charged another 40 for a no show I'd like a refund.I also think it would be beneficial for their call center to go through trauma informed training. To understand the importance of helping find an actual solution for some who is asking for help but is being denied due to a system failure. Their system needs work to avoid this from keep happening. Patients shouldn't be left hanging with no resources or skills. It's dangerous.

  

  Business Response

  Date: 11/18/2022

  Dear Ms./Mr.
  
  
  We sincerely apologize for the frustrating experience you have had. I have shared your feedback with our Clinical Quality team. On 10/31/2022, an attempt was made to charge your credit card a $40.00 cancellation fee, but the credit card charge failed at the time of the attempt. To prevent additional attempts, I have submitted a request to the appropriate team. You will not be charged a cancellation fee for the 10/30/2022 visit.  
  If we can assist you with scheduling another visit, please call our Therapy Scheduling Line at ************ and we will be happy to assist.
  
  Thank you,
  
  Natasa
  Support Operations Manager, Amwell Customer Support

• Initial Complaint

  Date:10/19/2022

  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 recently began using Live Health Online to see a therapist for telehealth. To enroll I had to leave a credit card on file so they could charge me if I missed an appointment and did not cancel 24 hours in advance. On October 14, 2022, I went to log into my session and was charged $80. I did not authorize this charge. I attempted to call the following phone numbers: - ************* - ************* - ************* - ************* - ************** All the phone numbers except the 617 I was disconnected after making a selection from their phone menu. Calling the 617 number the associate claimed that they would refund me the $80 and remove my credit card from their system. I logged back into the application and my credit card is still on file and was never removed. I was never refunded the $80.

  

  Business Response

  Date: 10/21/2022

  Dear Mr. ****************;
  
  We sincerely apologize for the frustrating experience you have had. A refund of $80 has been issued and will appear on your original form of payment in **** business days. To view this credit on your account, please login and go to My Account > Billing Activity. 
  Thank you,
  

  ****
  Support Operations Manager, Amwell Customer Support

  Customer Answer

  Date: 10/21/2022

  [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:10/05/2022

  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.

  I had an appointment earlier this month that cost me $279 and the doctor did nothing to help me. I told them the medicine I took that needed refilled and he said they don't offer that medicine and could longer help me further for taking it. Also, when taking to my insurance, which Amwell said was suppose to be covered, my insurance denied coverage. I tried to appeal with the company and have not received any response back from them.

  

  Business Response

  Date: 10/12/2022

  Dear ********************,
  
  We sincerely apologize for the frustrating experience you have had. A refund has been issued and will appear on your original form of payment in **** business days. To view this credit on your account, please login and go to My Account > Billing Activity. 
  Thank you,
  

  ****
  Support Operations Manager, Amwell Customer Support

• Initial Complaint

  Date:08/24/2022

  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.

  During the pandemic, I used Amwell telehealth because of fear of in person visits. You need to pay up front. When I reviewed my Explanation of Benefits (EOB) from my insurance company, I realized Amwell had been consistently overcharging me. I cannot believe I am the only person for this to happen to -- they need to be held accountable. I contacted them numerous times and they claimed the EOBs were wrong (other than one, where they admitted overcharging, and refunded money) and would be resubmitting to the insurance. In May they told me it would be handled within 30 days (Amwell case #: ********). It never was. In July I contacted them again. In August, I received a response that they were doing the same thing they had supposedly done in May -- resubmitting claims (Amwell case # ********). I then contacted them telling them that I had already received an EOB that indicated they owed me money -- but I still do not have that money. that it would be quickly handled and it still hasn't been -- despite them reprocessing the insurance claims. I still do not have my money back.Dates of service:3/20/20 (should have been free, charged $125)10/20/20 (should have been free, charged $125)11/05/20 (should have been free, charged $60)12/08/20 (should have been free, charged $60)2/1/21 (charged $60, EOB says 0)6/7/21 (should have been at most $60, charged $125)1/3/22 (should have been $60, charged $125, refunded the other $65 upon request)Again, I believe this to likely be a pattern for Amwell, considering that there would be no reason to overcharge me and not others. For the good of patients, in addition to my money back, with interest, I would like to make sure you open an investigation into their practices. I'm attaching the relevant email chains, which show they just stop responding when pressed for an answer. This is true even after EOBs have been resubmitted and have showed that I am entitled to a refund.

  

  Business Response

  Date: 09/06/2022

  Hi ****,

  We sincerely apologize for the frustration/inconvenience here. This issue is currently being worked by our Quality team, who have been on contact with you regarding next steps/refund status. The last correspondence I see is that a paper check was being issued to you for the amount requested. Please feel free to follow up in the salesforce ticket tracking this inquiry and our team will be happy to answer any follow up questions that *** be posed.

  Thank You,

  **** | Support

  Customer Answer

  Date: 09/18/2022

  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. 

  Amwell is refunding me $370, which I was fraudulently charged throughout the years. I am not being awarded interested, but I have agreed to waive that interest if I get the payment promptly. However, I have asked the BBB to do a thorough investigation into the practices of Amwell. This money was fraudulently taken from me -- I was incorrectly charged in all but one of my online visits. This cannot be an issue limited to me. Amwell must be fraudulently charging people on a mass scale.

   Additionally, it has taken me dozens of hours and months for Amwell to investigate this issue. In fact, they continually dropped investigating it until I went to the media and the BBB. Others might not be as well-versed as me and might not know who to contact, or they simply just might drop it. However, the BBB is in a position in which they can investigate and put an end to Amwell's fraudulent practices. 

  
  Regards,

  Cara

   

   

• Initial Complaint

  Date:07/21/2022

  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 was the victim of no-shows from my therapist, last minute cancellations by my therapist, and platform issues that prohibited me from logging on for my schedule appointments. I was charged $40 every time. 3 out 4 times that I was falsely charged for no-shows, I was refunded after spending a cumulative average of 40+ minutes with their customer service hotline. They refused to accept any accountability and chastised me for my multiple no-show appointments, exhibiting absolutely no regard for their many shortcomings, and next to zero respect for me or my time.

  

  Business Response

  Date: 07/25/2022

  Hello,

  I sincerely apologize for the negative experience you had getting refunded for no show-fees. I will make sure I work with the billing team's leadership to make sure these mistakes are not repeated. Again, we apologize for the frustration you have experienced here and thank you for your patience as we worked to resolve these issues.

  Thank You,

  **** | Support 

  Customer Answer

  Date: 07/25/2022

  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 not been refunded for the May 19 appointment that I missed due to platform issues. I was charged for a "missing" my appointment, though I tried to log in and was not permitted. I provided a screenshot via email, that has yet be responded to.
  
  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: 07/26/2022

  Hi *********,

  Thank you for your follow up. I went ahead and refunded the fee for the visit on 5/19. You should see this returned to your account. Again, we thank you for your patience and apologize for the frustration this has caused.

  Thank You,

  **** | L2 Support

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Amwell telehealth on May 22nd, the Dr I spoke with for my telehealth appointment was **************** Zeitjian and they advised me for what I was seeking that they could not treat me and that I would need to see my PCP in office for lab work. I said ok and Our call ended. Because the doctor could not see me, I asked AmWell to refund my $79. I also filled a complaint that the doctor who advised they could not treat me prescribed me OTC medication which we did not speak about or agree upon. The doctor denied the refund and AmWell requested it again guaranteeing me a refund and resolution which i have not received after several follow **** I am requesting they refund me for services not rendered

  

  Business Response

  Date: 07/27/2022

  Hi ******,

  Thanks for reaching out, I sincerely apologize for any inconvenience/ frustration this has caused. I just received word from our Billing team that a paper check has been cut for the amount due to be refunded last week. You should be receiving this check sometime this week or early next week. We thank you for your patience while we investigated and resolved this issue.

   

  Thank You,

  **** | L2 Support 

  Customer Answer

  Date: 08/02/2022

  [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,
  
  *************************