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Business Profile

Diagnostic Testing

ADHD Online

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Diagnostic Testing.

Complaints

Customer Complaints Summary

  • 77 total complaints in the last 3 years.
  • 8 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:03/27/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    ADHDOnline does not process refills or refill requests as advertised. They try to claim that there is a staff shortage and an overwhelming number of support requests; however, they just do not respond to anything. Scheduling an appointment with my provider costs $99, and the provider does not show up as scheduled.Something is extremely fishy with this company and legal inquiries need to happen. This is not something that should be considered an acceptable level of practice for an alleged healthcare provider.

    Business Response

    Date: 09/05/2023

    Hi *****, thank you for taking the time to leave this feedback. Earlier this year, we truly were very short-staffed and a bit inundated with the number of requests we were receiving from patients in relation to the medication shortages that are affecting the nation. However, since then, we have hired additional staff and made improvements to our overall processes and policies to help improve the overall patient experience. We are very sorry for the inconveniences you had to face in the past but we invite you to see how we have improved in the present!

  • Initial Complaint

    Date:03/23/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Company has charged lot's of money over multiple months and has not provided any services. I am requesting a refund

    Business Response

    Date: 09/05/2023

    Hi *****, thank you for leaving this feedback. It looks like you signed up for a payment plan with our company, if you are in need of additional information on this, please reach out to us at ************ and we would be more than happy to help.

  • Initial Complaint

    Date:03/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 a patient with ADHD Online for 1 year. At first I had no problems with getting medication and I was clear on what the costs were and how often I would need to have a consult with the Dr before my medication could be refilled (90 days) and knew that would cost me $100 - outrageous but you are paying for convenience. Starting last November I started having issues with getting responses and my meds refilled. I was even told that I needed to start the refill process a few weeks before i was out of meds. But now consistently, calls are unanswered, emails are unanswered, support tickets are unanswered and worst of all? Patients HAVE NO MEDICATION. Its a complete nightmare. I was doing GREAT and now I have to pull teeth every month to get a SIMPLE REFILL. What an absolute scam and pure negligence and honestly, medical malpractice. How can you legitimately do this to patients? I submitted a refill 12 days ago. I have called, emailed and left voicemails (your only option) for DAYS without one PEEP. Seriously this company should be investigated. What a joke playing with ************** and mental wellbeing.

    Business Response

    Date: 09/26/2023

    Hi, thank you for leaving us your honest feedback. While we support you in whatever decision you make, I do want to deliver the good news that we have successfully hired enough staff to help us keep up with our incoming requests. Honestly, a few months ago we were weeks behind but in June we have gotten caught up to about a ***************************************************************************************************************************************** two people covering them altogether. We apologies for any inconveniences this may have caused you in the past, but invite you to see how we've improved in the present!

  • Initial Complaint

    Date:03/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 started using ADH ONLINE in August of 2023. I was very happy with my experience until December, when there was an issue with one of my prescriptions and although I spoke to a customer support specialist, nothing was done about my issue. In February, my pharmacy told me that my doctor called in a prescription for ***************** but not March. This was odd - so, they told me to call the doctor. Several voice message, emails and support tickets later, no one replied to me, I decided to schedule an actual appointment so I could talk to someone. My appointment was for 11:00 am. I logged on early, but the doctor never started the appointment. I called the support line & chose to wait for an operator. After 20 minutes on hold, a recording told me there were no support professionals to take my call at this time. I PREPAID for that appointment.

    Business Response

    Date: 09/26/2023

    Hello, thank you for taking the time to leave us this honest feedback. Over the last few months, our team has been working extremely hard to make improvements and we hope to show you these changes in the near future. We hope to be as transparent about what we are going through as possible and back when this complaint was left, we were not meeting our own standards either. We would love the opportunity to make things right with you. If you have not already, please give us a call at ************ and we'd be happy to discuss your concerns further.

  • Initial Complaint

    Date:02/21/2023

    Type:Product Issues
    Status:
    Answered
    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.
    As a new patient to ADHD online, I was required to have monthly follow up apts to discuss medication. I had a video apt scheduled for 2/15/2023 with ****************. The Dr. did not make it to our appointment. I waited online for 20 min. I did not receive an email or text regarding **************** missing the apt. I called ADHD online immediately after the missed apt, requesting rescheduling the appointment, and made a refill request online as instructed by their website. I was charged $99 for the MD visit that did not take place due to the Drs no show. I have been out of medication since 2/16 and have not been able to speak with anyone at ADHD online. *** since left multiple voice mails and ticket requests to resolve this matter. *** also called billing to request a refund of the missed apt, I can not get in touch with anyone.

    Business Response

    Date: 09/26/2023

    Hello, we are very sorry for the issues that occurred a few months ago. If you are in need of any further assistance, we would love to make this right with you. Please give us a a call at ************ and we'd be happy to help in any way that we can.

  • Initial Complaint

    Date:02/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid $529 in fees and have had nothing but headaches after the initial assessment and first appointment. After I got my medication and dosage correct, I am supposed to be on a quarterly medication review but can not get my medication through their refill section of the patient portal. They haven't responded via email and don't answer the customer service number or return calls. As they do not accept insurance, I have paid all fees out of pocket and would like a refund of my last two appointments. One I received a partial refund of $49 because I was unable to get through due to technical issues with my phone. The other, I would like refunded because the service I was told I was receiving was not the service I received because it appears the only way to get through is by paying $99 for an appointment. I was led to believe, apparently under false pretense, I am to get refills through the patient portal until my next medication review is due.

    Business Response

    Date: 09/26/2023

    Hello, we are very sorry for the issues that occurred a few months ago. If you are in need of any further assistance, we would love to make this right with you. Please give us a a call at ************ and we'd be happy to help in any way that we can.

  • Initial Complaint

    Date:02/14/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    2 weeks ago I did an online assessment and an initial appointment. The MD gave me a prescription . This particular medication is not available in my area. I contacted ADHD online though their help desk creating a ticket. I called by day 4 and left a message. Then I got an email about how my experience was? They didn't solve anything. They did nothing period. I don't care about being overwhelmed. That's their problem I expected service. 4 days is completely ridiculous to correct a simple medication switch. I am in Healthcare I know the time frame. I have wasted ****** for nothing. False advertising period. Totally disguised with their so called customer service.

    Business Response

    Date: 09/26/2023

    Hi, thank you for leaving us your honest feedback. While we support you in whatever decision you make, I do want to deliver the good news that we have successfully hired enough staff to help us keep up with our incoming requests. Honestly, a few months ago we were weeks behind but in June we have gotten caught up to about a ***************************************************************************************************************************************** two people covering them altogether. We apologize for any inconveniences this may have caused you in the past, but invite you to see how we've improved in the present!

  • Initial Complaint

    Date:02/14/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 a customer of ************************ for over six months and have experienced inconsistent and unreliable communication regarding the refill of my medication. Despite trying various methods such as utilizing automated refill forms hosted by Zendesk, calling their prescription voice service, sending emails, and connecting via their general hotline, I have not received my medication in a smooth and consistent manner.During a month-long period, ADHDonline failed to respond to my requests and did not provide any updates regarding the status of my medication. Although they did apologize for this issue in the following month's barrage of phone calls, I had to resort to contacting my doctor directly through the pharmacy to receive my medication.Additionally, I signed up for automatic text notifications regarding prescriptions and appointments, but I have not received any notifications.In the future, I would like a more reliable way to obtain my medication and request that ADHDonline take appropriate action to ensure consistent and timely refills.

    Business Response

    Date: 09/26/2023

    Hi, thank you for leaving us your honest feedback. While we support you in whatever decision you make, I do want to deliver the good news that we have successfully hired enough staff to help us keep up with our incoming requests. Honestly, a few months ago we were weeks behind but in June we have gotten caught up to about a ***************************************************************************************************************************************** two people covering them altogether. We apologize for any inconveniences this may have caused you in the past, but invite you to see how we've improved in the present! If you need assistance currently, please give us a call or send us a chat.

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 contacted ADHDonline in November of 2022. I did the initial assessment at a price and was diagnosed. At which time I tried to talk to a live person that did not happen so I again paid another fee to speak with a "professional" a month later. *************************** (the provider) said she believed I should be on Adderall and gave me a prescription for 10 MG 2 times a day to be taken as needed. I was to have a follow up appointment that I was scheduled for a month later. I chose to schedule it for a little over a week over a month later as I was not taking it at full dose, was not taking it while not at work and was hesitant to take more than the minimum till I knew what the effects were. At my follow up appointment which was suppose to be at 7 pm pacific Friday the 3rd I logged in and waited for over an hr...*************************** or absolutely anybody did not sign in! I attempted to call the number provided from my husband's phone while still on hold and ended up leaving a message assuming it was after business hours! I again tried several times on Saturday with the same result! I again assumed they were closed because it was Saturday! Come Monday I called on my breaks at work as well as after work! In between all of these phone call attempts I also sent emails asking for help and what was going on! Every phone call was the same recording! Never saying they were closed simply a wait time of 5 or 6 min followed by leaving a message! All emails have been auto-generated responses, no live human! The ONLY human I have spoken to was the initial appointment with ***************************! We are in February now and hundreds of dollars charged! No way to cancel! Get a refund! File a complaint! NOTHING! At best this is fraud at worst this is malpractice as well as bank fraud! They do not have my authority to auto charge my account for services that have not been rendered!!!!

    Business Response

    Date: 09/26/2023

    Hi, thank you for leaving us your honest feedback. While we support you in whatever decision you make, I do want to deliver the good news that we have successfully hired enough staff to help us keep up with our incoming requests. Honestly, a few months ago we were weeks behind but in June we have gotten caught up to about a ***************************************************************************************************************************************** two people covering them altogether. We apologize for any inconveniences this may have caused you in the past, but invite you to see how we've improved in the present!

  • Initial Complaint

    Date:02/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Negligence. All phone and messaging systems respond with were experiencing a surge. They place patients on medication and then you cant reach them again. so you have to go off your meds without knowing. It costs several hundred dollars to be treated with them. Only way to get meds refilled monthly is to schedule another appointment (and Pay almost $200) even though it is supposed to be every 3 months per their policy. Its obviously a scam.

    Business Response

    Date: 09/26/2023

    Hi, thank you for leaving us your honest feedback. While we support you in whatever decision you make, I do want to deliver the good news that we have successfully hired enough staff to help us keep up with our incoming requests. Honestly, a few months ago we were weeks behind but in June we have gotten caught up to about a ***************************************************************************************************************************************** two people covering them altogether. We apologize for any inconveniences this may have caused you in the past, but invite you to see how we've improved in the present!

ADHD Online is NOT a BBB Accredited Business.

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