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Business Profile

Telemedicine

Amwell

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telemedicine.

Complaints

Customer Complaints Summary

  • 62 total complaints in the last 3 years.
  • 30 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/02/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid for 5 online therapy sessions with Amwell. BCBSM informed me that I was not responsible for payment due to Amwells billing error. I have been getting the runaround from Amwell since 3/29/2022. They claim that they have not heard from BCBSM. However, there have been at least two contacts from BCBSM: 3/29/2022 and 5/10/2022.Amwell case is 01580943.I also have contacted Amwell 4 times. Each time I have been told that the case has been expedited and that they would contact me within a day or two. That has never happened.I am caught between a glitch with BCBSM and Amwell. I want my refund now. As you can see, it has been over two months.Please let me know if you need any more info.Thank you.***************************

    Business Response

    Date: 06/13/2022

    Hi *******,

    We sincerely apologize for the delay in reviewing your billing claim, being tracked in case 01580943. I have looked into this and can confirm that this is assigned to one of our eligibility/billing specialists, and is actively being worked towards resolution. Please expect an update via the case thread in the coming days. Again we sincerely apologize for the frustration/ inconvenience this has caused and thank you for your patience as we work to investigate and resolve this issue.

    Thank You,

    **** | L2 Support 

    Customer Answer

    Date: 06/21/2022

    [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,

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

Amwell is NOT a BBB Accredited Business.

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