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:12/20/2024

  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.

  I first used this website a few years back to have a way to maintain my **** prescription, and have returned to it in the last 6 weeks. I will get straight to the issues.1. We can all honestly acknowledge that almost every Doctor, veterinarian, hair stylist, personal trainer, massage therapist, and any actual professional service in the *** communicates reminders with clients via TEXT MESSAGES. Well, NOT ADHDONLINE. They will send you a reminder email the day prior of your appointment (that will end up in your Spam folder). -Why oh Why would this company not engage with their customers in the most direct and effective manner? I believe it is because they would prefer to collect $50 cancellation fees over spending a fraction of a ***** to help their customers receive the care they need. Furthermore, THEIR TARGET AUDIENCE IS PEOPLE WITH ATTENTION DEFICITS, people who struggle ALREADY to keep appointments and set reminders. This is a no brainer, and it is PATHETIC that this is how they conduct business. Predatory business. Period.2. I have complained to them about #1 in the past. I have also been shown ***** for missing an appointment or two, and not had to pay the $50 fee. Let's not forget, that the root of this issue is that **** really doesn't care if you make your appointments (or they would be paying a fraction of a cent to provide basic text reminders). My complaint was responded to with generic, matter of fact statements parroting my observation, and re-stating their policies. Now, I'm not saying their policies are bad, I'm saying the way they are designed to actually Fail to support their clients is bad.3. Get it together ADHDOnline, you're hooking people in by letting them think they can get access to affordable care, but then sharking them out of their money by haphazardly expecting them to be fully functional adults, as if we didn't HAVE THIS DISABILITY.BUYER BEWARE. (Because you have limited affordable options and may have to bite the bullet)

  Business Response

  Date: 12/23/2024

  Hello, thank you for taking the time to leave us your feedback. We understand that for many, including those with ADHD, remembering appointments can sometimes be challenging. Coupled with the appointment reminder emails we send out, we often recommend our patients set reminders and alarms on their phone to ensure they are able to attend their appointments on time. Unfortunately we do not have the ability to send text message reminders at this time, but we hope to be able to offer this in the near future. 

  As you stated, there are circumstances where our management team is able to waive a no-show fee as a courtesy, but after multiple missed appointments, this is not something we can accommodate. 
  
  Our no-show fees are intended to help us manage our schedule more effectively and ensure that all our clients receive the attention and service they deserve. They also ensure that our providers are compensated for this missed time. When an appointment is missed without prior notice, it impacts more than just the time slot itself.

  Missed appointments also affect the provider who was prepared and ready to meet with the patient, other patients that could have utilized that time slot and been seen by the provider, and the patient themselves as it disrupts their own care. 

  We truly value your patronage and want to ensure that we continue to offer the highest level of service to everyone. If you have any further questions or need assistance with rescheduling, please dont hesitate to contact us at ************ M-F 9a-5p EST. 

• Initial Complaint

  Date:10/22/2024

  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.

  I was diagnosed with adhd by provider, **** ******** NP, and was given a prescription for 40 mg *******, which was then sent to my local pharmacy. After several weeks of being unable to get the meds due to nationwide shortage, I reached out to ADHD Online/Mentavi asking if I could get an alternative to the medication. The following day, my pharmacy let me know that they had the medication in stock but in limited quantities and in every does besides 40 mg, however given that a few weeks had passed and my rx had expired, they could not give me the meds and would need a new rx from the provider. I emailed and called ADHD/Mentavi (will refer to them as ADHD alone moving forward) and let them know the update and asked that they please send my current ******* rx to the pharmacy immediately. I spoke with ******, who told me that has escalated my request and to wait for a response from ****. I follow up later that evening and speak with ******, who tells me that 1. my most updated msg is a request for alt meds, to which I respond no that is no longer my request, as I had stated earlier, and all I want was to get my rx sent again asap. She tells me that I can't just skip over other people in line and would need to wait 2 business day for my provider to send the request. More than a week goes by and the rx isn't sent. I call again and speak to a different agent who seems frazzled and confused but ultimately reassures me that she too would pass a message to **** and escalate to **** and to expect **** to reach out by eod. They didn't. I reach out the following day again and get ****** on the phone who claims no knowledge of the conversations, admits that she had failed to pass an update to me from the provider and says "I'm going to hang up now", and does. I reach out via chat, and Precious lets me know what she has escalated to her mgr "Charity" who would get back to me via the same chat. Precious exits, Charity never shows up, mgmt never follows up, I never got the rx/meds.

  Business Response

  Date: 10/23/2024

  Thank you for reaching out and sharing your concerns. I sincerely apologize for the inconvenience you experienced in not being able to fill your medication.

  There may have been unforeseen circumstances that led to this situation, and I assure you that we are committed to addressing any issues promptly. Please know that we are reviewing our processes to prevent similar occurrences in the future. Our management team is going to reach out to you today to see if there's anything we can do to fix this. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22459480
  
  I am rejecting this response because:

  Unfortunately at this point, a generic promise to do better will not suffice. You guys gave me the runaround for 2 whole weeks knowing that I had an ongoing medical issue that was left unresolved. Nothing in your response even shows that any true action is planned. Might I also mention that one of your agents, truly the most despicable of all the agents I spoke to, ******, not only admitted to failing to send me updates from my provider, but also hung up on me mid-conversation.  Imagine that, she did not pass messages from my provider to me, and didnt even apologize and then hung up. I have had to leave ****** reviews, leave BBB reviews, reach out to company executives on ********, contact my provider outside of your company (I found his contact on his own personal website), before finally getting some kind of meaning attention to my issues from you guys and sadly it doesnt even matter anymore, because the endless delays mean that even though I now have my rx (though not from you guys), my pharmacy is sold out and I still cannot get the meds. I would have had them had you guys been just a bit more efficient and considerate, so no, promises to do better is not enough especially when a cursory glance at other complaints show that I am not the only one with this experience. So you guys can ahead and cut the crap: you are not interested in doing better, youre interested in making money at the expense of peoples health. To add insult upon extensive injury, your agent, Precious, let me know that I have reached the end of my 90 day period and I am due to follow up. So you guys seriously expect me to pay for a follow up after all of this nonsense? Why would I do that when you havent even fulfilled your obligations under prior agreements? You guys are terrible. I dont need empty promises; I need you guys to give a ****.  

  
  Sincerely,
  
  Ayomide Olugbenga

  Business Response

  Date: 10/23/2024

  On the contrary, we do care very deeply about our patient's experiences, but we also have to abide by *** regulations and maintain the same policies for every patient. If you were past 90 days from your last appointment, your provider may request to meet with you before any new prescriptions can be sent out. I am sorry for the experience you had, and I understand if we are not a good fit for you anymore. I hope you take care and have a great rest of your day.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22459480
  
  I am rejecting this response because:
  
  My *** mandated 90 day follow up period did not elapse until yesterday, but I had been having these ongoing issues with you for almost 2 weeks prior to that, so if you care so much about patients experiences, explain why the 2 weeks happened in the first place. 
  You are absolutely right that your business is not a good fit for me. Not only do you have horrible business practices, but you go back and forth for the sake of defending yourself but will not actually address the issues at hand, and you are also very manipulative. You are trying to switch this complaint and make it as if I am just upset that I had to have a follow up before my prescription was sent when you know good and well that my point was that you delayed sending my rx without good reason for so long that my 90 days elapsed and that I am upset about having to pay for a new service when the old one as so shoddily handled. If you had sent my rx, weeks ago before my 90 days were up, I would happily have scheduled a follow up and none of those would be happening. 
  

  But anyway, the point of this is to notify future consumers of the nature of your business. I wish I had done some more research before choosing you guys, as I would have never done so. So many people have similar complaints. If you guys care so much, why are so many people experiencing the same issue? To anyone considering working with ADHD/Mentavi, I hope you learn from mine and countless others mistakes and reconsider. Even the way they have responded to my BBB complaint is warning enough. Trying to twist my complaints and make it seem like your hands are tied due to *** regulations is a shoddy attempt at being manipulative, and you have failed. 
  

  Thank you so much for wishing me a good day. I wish you a horrible one. 
  Sincerely,
  
  Ayomide Olugbenga

• Initial Complaint

  Date:10/01/2024

  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.

  I saw ADHD Online (Mentavi Health) in August, which was advertising getting a diagnosis for ADHD. I went through the process, paying $179.00 for the assessment on 8/14/24, which was reviewed on 8/18/24. The review of my assessment showed I had the following diagnosis: Findings Summary ******************************************************* (*****)ICD10 Codes **************************** (F41.1)Major Depressive Disorder (F32.9)I saw my medical advisor from ADHD Online (psychiatrist), and she didn't prescribe me any medication even though I had an ADHD diagnosis based on the assessment. My psychologist said I would have to contact a local facility in town in person. The psychiatrist I saw promised a refund of the $199.00 fee. ADHD Online was not able to provide me with medication assistance after I was diagnosed with ADHD. After many attempts to get a refund. ADHD Online (Mentavi Health) refused my refund. The fact that I paid ($199.00) and I am in the same spot as before, is a SCAM to me. This is a fraudulent company taking advantage of the telehealth industry to steal people's money. I will be taking this business to small claims court to get my $199.00 refund. My assessment is attached.

  Business Response

  Date: 10/01/2024

  Hi ***, thank you for sharing your concerns about your recent visit. Please understand that medications are not guaranteed or appropriate for every patient, as our goal is to recommend treatments based on every patient's unique medical needs.
  

  Regardless of whether a prescription was issued, the time spent evaluating your health and providing recommendations constitutes a complete medical service.
  We would be happy to discuss any further questions you may have at ************ M-F 9am-5pm EST. 

• Initial Complaint

  Date:07/16/2024

  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.

  I saw ad ad for ADHD Online (Mentavi Health) on ******** which was advertising getting a diagnosis for ****. I went through the process, paying $179.00 for the assessment on 7/3/24, which was reviewed on 7/8/24. The review of my assessment, rather than granting an **** diagnosis, stated that an **** diagnosis was not applicable, instead stating the need for other diagnoses that were not what I was seeking that would cost me much more to treat, a total bait-and-switch. I am aware of my Healthcare needs and that by the *** V criteria, I should have qualified for the **** diagnosis.The other issue is that ADHD Online (Mentavi Health) obfuscates the fact that you will need to pay an additional $199.00 to have a one on one meeting with a clinician to proceed with diagnosis. Which means that the initial $179.00 did not include that service, which the advertising leads you to believe. I asked them to give me my money back, they denied the claim stating they have a no refund policy. This is a fraudulent company taking advantage of the telehealth industry to steal people's money.If a refund is processed, I will take this down.

  Business Response

  Date: 07/16/2024

  Hello, a refund cannot be given for a completed medical service. The **** Smart assessment is an evaluation to find out if one does or does not have ****. If the criteria are not met, a diagnosis of **** cannot be given. Our psychologists provide recommendations for next steps within the report given, which we hope you will consider. ********************* is a separate service from our online assessment and is not available in every state. All of this information, and more, can be found on our website at ******************************************* before any of our patients sign up with our company.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21997660
  
  I am rejecting this response because: 

  They are making a false claim, the service is misleading and predatory for the reasons listed in the original complaint regarding how they do not disclose that the assessment is not a diagnosis. The way the service advertizes online is that you will receive a diagnosis from the assessment which costs $179.00, when that is not true, you must take the assessment and pay an additional $199.00 to get a diagnosis. This is misleading and obfuscated by their website which did not disclose that info until after I had paid for the initial assessment. As I stated the medical recommendation provided also would have railroaded me into other needed medications and treatments I did not ask for, which would have cost significantly more in the long term. This is fraud and predatory structuring. I want a refund I cannot do anything with the assessment that was processed as this service falsely advertized a result I did not receive. 

  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/18/2024

  Hi again, the assessment itself is $179 and does result in a formal diagnosis either including or excluding ADHD. The additional $199 fee is for an initial medication management appointment that is available in most states, but not all. This is an entirely separate service from the assessment. An evaluation is not the same as meeting with a provider to discuss treatment options. We are sorry you were confused about this prior to signing up, but all of this information is available on our website ADHDOnline.com . Have a great rest of your day.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21997660
  
  I am rejecting this response because: Their response that the info is all on the website is false, the information they claim is available is either obfuscated on the site or revealed after initial payments, which is intentionally misleading and predatory. Also, I received no formal diagnosis, the notes say that I have "unsepecified"conditions, unspecified means unknown, therefore I've received no actual diagnoses. I have spoken to my lawyer and a few therapists I know and they say this is highly unethical. I am working on establishing a communication channel between me and other ADHD Online customers to initiate a class action lawsuit. I want a refund, until I receive it I will proceed with legal channels to file the class action.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/16/2024

  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.

  This company is aweful. I was told by my medical provider to use this company to get a quick adhd diagnosis because it was believed that was what I was suffering from instead of anxiety. Several attempts at treatment for anxiety over several years didnt work. After taking assessment, Doctor claimed I had insomnia even though I reported getting 7-8 hours of sleep at night, plus naps when possible. He also claimed I was significantly depressed even though I never reported any depression symptoms. Said I didnt prove symptoms occurred before age 12 either. Contacted customer services and they said to submit and email explaining my symptoms and why I didnt agree with doctors diagnosis. After submitting info, I didnt hear anything back for almost 2 weeks. Contacted support again and they said they would contact doctor. Doctor almost immediately responded with same diagnosis, saying even though I showed all symptoms, he was NOT changing his diagnosis. Its extremely frustrating to pay for a service and be told yeah you show all the symptoms, but Im gonna say youre severely depressed and an insomniac even though thats 100% false. Now customer service wont even answer when I call. *** left several voicemails with no return call. I believe the doctor got mad when I reported that he had not done his job properly. I believe that he is also not trained in womens adhd symptoms. I also feel like this is a result of a man in power trying to belittle a woman that is trying to get help for her condition to make her life better. All in all I cant believe that in trying to improve my quality of life, I have been treated like this. I will never recommend this company to anyone and I have already told my healthcare provider what happened and to not refer anyone else to this company. This is why so many women dont try to receive treatment. We are always belittled and told we are crazy, depressed, etc.

  Business Response

  Date: 07/16/2024

  Hi *****, thank you for taking the time to leave us your feedback. On our end, patient support has responded to every voicemail or call that has come in regards to your concerns either by email or by phone. 

  Inappropriately diagnosing patients with ADHD who fail to meet the universally accepted diagnostic criteria is unethical and contrary to our core values and mission. Our psychologists will often include an explanation as to why a diagnosis of ADHD was not made and offer recommendations to further address the described symptoms, which we hope you will consider.

  All of our psychologists are licensed in good standing, have earned their doctorates and are experts in the field of ADHD. We have absolute confidence in their ability to make or exclude a diagnosis of ADHD. In order to maintain the integrity and validity of our assessments, we cannot influence or make requests of our providers to reconsider their decisions. 

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21995666
  
  I am rejecting this response because: I made several attempts to contact the business for over a week. I directly asked for a return call which I never got. I received the same response you gave in this complaint on one occasion via email. None of my calls were returned. When you pay for these services, you are given a questionnaire with a few questions to answer. Can you explain how exactly you are supposed to get a legitimate diagnosis by only answering a few questions? Your credited doctor said multiple times that I, in fact showed all the symptoms, but he would not diagnose it because I had not yet tried therapy for generalized anxiety. He also said I was suffering from insomnia. How? On the questionnaire it asked how many hours of sleep you get, which I answered 7-8 hours plus naps. Next question was a have you ever which I was honest about and checked the gasped for air when waking. There was no how often? or how many times? Which if there was I wouldve answered 3-4 times in my 29 years. So apparently my sleep is significantly impaired?? Your doctor also said I was depressed based upon me saying that my mind constantly goes, it could be about recent events or past events. Which is a huge symptom! Especially since Im a woman, but to him Im significantly depressed??? He based his entire diagnosis off of a previous anxiety diagnosis all because Ive never been in therapy. Even though the entire reason I did any of this was because several doctors said, its not anxiety causing my issues. So in response to my rejection, I am upset with your doctor due to his lack of knowledge in women being diagnosed late with adhd. I guess if I was a 5 year old boy things would be different. What Im also upset about is the fact that I got 1 customer service rep over the last several weeks on my first attempt that tried to help me. After that, 1 automated email in response to my voicemail, after 10 more calls and no answers Ive given up. I should have read the BBB complaints first, especially since I now know this company only has a 1 star and so many bad reviews on other forums of people being done just like I have been and other aweful treatment. I shouldve known Id be disregarded when trying to receive help. It happens to majority of women my age when attempting to receive any answers. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/17/2024

  All of our psychologists are knowledgable in how ADHD presents in both men and women, as well as the variations in symptoms for each stage of life. We have no concerns whatsoever regarding their ability to accurately evaluate the assessments assigned to them. Typically, our psychologists will include the reasoning why they could not make a diagnosis, as well as their recommendations for further care. I would highly recommend thoroughly reviewing their notes and findings in the section Diagnoses, Recommendations and Evaluation Notes to better understand the specifics of the recommendations for you.
  
  After reviewing the support tickets in your account, I cannot see any voicemails that we did not respond to, nor any open tickets still pending resolution. If you are submitting tickets under a separate email or phone number, that *** be why. However, it is worth noting that patients calling in must leave a voicemail to generate a ticket if they are unable to hold. You can press 1 at any time while on hold to be automatically directed to leave a voicemail. 

  There is no further action to be taken on our side. If you would like direct assistance, please contact our office at ************ M-F 9a-5p EST.

   

• Initial Complaint

  Date:06/14/2024

  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 am writing to file a complaint against ADHD Online regarding the unprofessional handling of my medical needs and the failure to provide necessary medication in a timely manner. On 06/14/2024, I was informed that I would need to see a backup physician instead of my primary doctor, whom I have been seeing for over a year. Despite understanding that my original doctor was unavailable, the backup physician refused to prescribe the medication my primary doctor typically provides, citing concerns over the high dosage. This should not be an issue since my primary doctor has consistently approved this dosage for my treatment.I have been out of my prescribed medication for three days now and am facing the prospect of going up to 10 days without it. This is not only incredibly inconvenient but also detrimental to my mental and physical well-being, as it subjects me to severe withdrawal symptoms. There has been no resolution despite reaching out multiple times to inform the clinic about my situation.The way this situation has been handled is extremely unprofessional. The backup physician's unwillingness to provide the necessary medication raises serious concerns about their competence and the clinic's internal protocols. The lack of competent backup coverage and the failure to ensure continuity of care when my primary physician is unavailable is unacceptable.I am urgently requesting an immediate prescription of the medication that my primary doctor has been providing. This matter is urgent given the current delay and potential 10-day gap without my medication. Additionally, I urge the clinic to review and improve its policies regarding backup physicians to ensure they can handle all patient needs, including prescribing necessary medications. I also seek a formal apology for the unprofessional conduct and assurance that steps will be taken to prevent such issues in the future.Thank you for your attention to this matter. I hope for a prompt resolution.

  Business Response

  Date: 06/18/2024

  ADHD Online cannot guarantee that any one medication a provider may prescribe will be sent by any other of our providers. We allow all providers to exercise their clinical and professional judgement regarding the medications they prescribe. They make all decisions with patient safety in mind, and each have their own individual discretion. If you are facing a medical emergency, contact 911 or go to your nearest Emergency Room immediately. You are more than welcome to contact support if you are comfortable with being provided a lower dose for the interim. However, support cannot ask any provider to send a prescription that they do not feel comfortable sending.

• Initial Complaint

  Date:05/16/2024

  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 used adhdonline.com got my assessment returned with supposed diagnosis (syntax error)l contacted chat support about this issue and apparently they have an incompetent IT department as they haven't fixed issue that's 2 days old. I have a feeling I have been scammed."? * Line 1, Column 1 Syntax error: value, object or array expected." Is my supposed diagnosis!

  Business Response

  Date: 05/17/2024

  Hi ****, as we have explained, our IT department is working on fixing this issue and our support staff has been in contact with you throughout all of this. If you would like a copy of the IT request that was submitted, feel free to reach out to our support team and we'd be happy to send proof of this.

• Initial Complaint

  Date:04/10/2024

  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.

  This has been a terrible experience. I finally reached out to get treatment for the **** I was diagnosed with as a child, and immediately have been accused of being some drug fiend. They had no problem with taking my money for a new patient assessment and then again for the doctors visit, which are apparently both nonrefundable. The doctor was great and really explained to me the difference between the medications and I left feeling confident that she had chosen the correct treatment for me. However, a week later when I went to schedule my followup there was a message that I'd been banned from the practice. I sent an email to find out why, and they told me that they believe I lied to them and am also picking up drugs in a state that I've never been to. They told me which pharmacy it was and made me do my own investigation, only to call and find out there's another person with my name and birthday, but we have totally different accounts and use different IDs for pickup. The pharmacist told me that they couldn't share any more private information but to have the doctors office call them and they'd clear it up. Well ADHD online said they wouldn't call because it was between me and a pharmacy I've never been to and I'd have to somehow find absolute proof that I wasn't this other person. Waste of time, money, and quite frankly insulting. The practice falsely accused me of fraud and refuses to even attempt to verify their mistake or refund me the money they wasted.

  Business Response

  Date: 04/11/2024

  Hi ****, I hope I can clarify any confusion. Generally speaking, when a provider searches a patient in the ***** it shows under their profile when and where prescriptions have been sent or picked up. If there is a discrepancy with a patient account on the pharmacys end, unfortunately there isnt much we can do. The patient would have to resolve this with the pharmacy to figure out why they are reporting supposedly false information to the patient account. In this situation, a refund would not be approved as services were completed and rendered to the full extent agreed upon. While our refund policy is congruent with the rest of the healthcare community, we understand it can be upsetting and we apologize if that is the case.

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21559785
  
  I am rejecting this response because:

  For one, services we're not rendered as expected. I paid for a new patient assessment under the false impression that I would be beginning a long term care with the practice, only to be kicked out without any notice for circumstances beyond my control and have to start over somewhere else. 

  Furthermore, saying it's my responsibility to fix this is ridiculous. The only thing I've been provided was the location of the pharmacy you claim I'm using. I called them and they said it's a different patient and they have no idea why you would see it looking for me. I'm clearly not a medical professional and didn't even know your dmpc whatever existed. You're telling me it's between the pharmacy and myself. The pharmacy said it's an issue with your practice, but said you could call them to work it out. I even gave you the name of the pharmacist I talked to but I was told that you couldn't even talk to them and I had to figure it out myself. You could at least let me know how to dispute this. Do I file a police report? Call the **** **** FDA? 

  All you've done is taken my money and then said well you're out of luck you'll have to fix this on your own. If you weren't so dismissive and at least acted like you cared or wanted to help, we wouldn't be here and could've worked this out. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/18/2024

  Hi ****, we have explained the situation to you and have done what we can on our end. If you have any further questions or concerns, please feel free to contact our Chief Compliance Officer at ************************************* Thank you.

• Initial Complaint

  Date:03/04/2024

  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 signed up for the ADHD online service and filled out a questionnaire. I started this on 10-26-2023 and completed it on 3-04-2024. The questionnaire took me a long time. I kept getting pulled into different tasks, and I forgot about it. The report said that their findings are attention-deficit hyperactivity disorder, predominantly inattentive type (F90). There is no recommendation on medicine, but I recommend counseling. If you found ADHD in your assessment, how would counseling help, which is an extra charge? To also meet virtually with the doctor, it's $199. My friend took the same test, and she received the same results. Also, the site claims that they use doctors in the state, but there is no record of a ***************************** in the *************.

  Business Response

  Date: 03/05/2024

  Hello, thank you for taking the time to leave us your feedback. When taking our assessment, it is important to note that this is a formal psychological assessment that results in a diagnosis either including or excluding ADHD. Medical management is a separate service that is offered in most states, but not all. A psychologist will make recommendations going forward for the patient, that the patient can proceed with or choose their own path. Assessment results can also be brought to a local provider for next steps as well. If you have any other questions, feel free to reach out to us at ************** M-F 9a-5p EST

• Initial Complaint

  Date:02/28/2024

  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.

  I have been using ADHD online for a few years now and had no issues with the first provider I saw. Unfortunately that physician left the practice and the dr I have used the past two months has been horrible. First issue was prescription sent under the wrong name. I had been assured that my name was updated in their system prior to the prescription being sent over to my pharmacy. This was not correct and I waited several days for this to be resolved once my pharmacy reached out to ADHD online support due to their error. Now after spending another $169 for a follow up appointment my prescription was never sent to my pharmacy like the doctor said. It shows on the ADHD online website but my pharmacy has never received it. I sent a message to ADHDonline support and have tried calling and getting zero response. Avoid this company at all costs! They will take your money and run!!! Not worth it!!

  Business Response

  Date: 03/05/2024

  Hi ********, thank you for taking the time to leave us your feedback. We are sorry for the frustration you have been facing lately. We do want you to be aware of a cyber attack issue that has affected many medial providers throughout the nation that we are working very hard to keep up with. Although it is out of our control, we do recognize that these added hurdles can interfere significantly with our patients' care. I see you have been in contact with a few of our support agents and medical assistants regarding this matter. If you are in need of immediate assistance, please feel free to give us a call at ************** M-F 9a-5p EST. Thank you and take care!