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    ComplaintsforK Health, Inc.

    Telemedicine
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      On April 8, I used K Health to treat a medical issue. They ask you a series of questions and then give you a diagnosis. I agreed that the diagnosis was correct, so I was then asked if I would like to pay $55 for treatment. Knowing that I would need an antibiotic, I said YES, and paid the $55. After waiting for almost 2 hours, a PA reviewed my condition for a minute and then said we cannot treat that diagnosis. Youll need to go to your eye doctor or urgent care. So I paid $55 for treatment and was then told that they could not treat that condition. When they give you the diagnosis, they should tell you if they cant treat it before you pay for treatment.

      Business response

      07/22/2024

      Thank you for bringing your concerns to our attention through the Better Business Bureau. We apologize for any inconvenience you may have experienced, and look forward to providing more context about this case. 

      Our records confirm you completed a consultation with one of our providers on 4/8/24. You were later billed $55 after this consultation was marked as a claimable visit by your insurance provider. This claim (#*************) was processed on 4/16/24 and we cannot issue a refund for this visit. 

      Our Patient Experience team, after conferring with our insurance claims analyst, has already informed you multiple times that we aren't able to issue a refund in this instance as result of the consultation and the outcome of that consultation meeting your insurance carrier's logic for a billable visit. We responded via email to let you know this on 5/21/2024, 6/15/2024, and 7/15/2024. We also contacted your carrier to let them know this claim would be appealed and provided you with instructions on how to contact your carrier to submit an appeal for this claim. 

      If your carrier has also informed you that this claim was submitted correctly on their end, as you let us know on 7/12/24 in email case #********, then this will not be eligible for another review to determine refund eligibility. 

      We apologize for the inconvenience. 

      Customer response

      07/23/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      The business should inform patients that they cannot treat certain conditions after they diagnose the patient's condition.  Secondly, after you agree with the diagnosis, you are then offered the option to pay to receive treatment.  ************ that you are paying for is advertised as TREATMENT, not as a "medical consultation" as the business is now referring to it.

      To add some context: The patient answers a series of questions related to the symptoms they are experiencing.  They will then receive a diagnosis.  If you agree with this diagnosis, you can then elect to pay to receive treatment for that condition.  If the patient is diagnosed with something that cannot be treated through K Health, then the patient should be informed of this before paying for "treatment" or a "consultation" where they are then told "sorry, we don't treat that here.  Go somewhere else."  

      K Health's entire business could simply be offering "medical consultations" where they accept payment and then say "sorry, we don't treat that, please go somewhere else"!

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business response

      07/30/2024

      Hi there, thank you for your response. We've already taken this feedback into consideration and the language in the app reflects that the conversation with the symptom checker is not itself a diagnosis, but rather a comparison of your symptom to the symptoms of other people like you. We've also updated the language to clarify that meeting with a clinician does not guarantee a prescription, but instead allows an opportunity to complete a consultation where the provider can provide their best medical recommendation. Please see the attached photos.

      Customer response

      07/30/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      Hello i paid $49 for an app called K health recently and have even attempted emailing them twice and they never responded. The app claims you can get a prescription from a doctor if you have the exhibited symptoms. And my mother has it and i was having bad ear pain and knew it was Ear infection when i looked up the symptoms. And there pretty easy to figure out yourself. So i asked the doctor it gave me for an antibiotic to get ride of it. And she tried to convince me it wasnt an ear infection and instead said i had a respiratory infection and wouldnt give me a antibiotic for this. ****************************************************** had serious ear pain for which i hade to go to the hospital for because she refused to give me medicine. No services were provided so i want a refund. And like i said. I Emailed them twice and they never responded to me and its been a long time.

      Business response

      07/22/2024

      Thank you for bringing your concerns to our attention. We apologize for any confusion or inconvenience you may have experienced.

      Reviewing our records, you enrolled in our $49 monthly membership on 7/3/24 and utilized our services on 7/3/24. During your consultation, you were provided with specific treatment recommendations from your provider. As per our attached terms of service, which are accepted by all patients, referrals or treatment options, which may include non-preferred recommendations, may be given based on our providers assessment of each patient's needs through a virtual consultation. Requesting a consultation does not guarantee a prescription of antibiotics. With this in mind, we cannot issue a $49 refund in this instance. 

      We understand how this situation may have caused frustration and regret any misunderstanding related to the online advertisement attached. Additionally, we have no record of you reaching out to our Support team regarding this matter using the email address and phone number already provided in this complaint. If you can provide the email address used to contact our team and the date you reached out, we can re-check our records. 

      If you have any further questions or require additional clarification, please do not hesitate to contact us directly at **********************************. 

      Customer response

      07/23/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      This is very conning of them. i paid for a service and was given ****** advice. I want to know my options of what i xan do. Because my mom has used this service before and has gotten competent doctors. and been given an antibiotic. this is not exceptable. no help was given to me. And i paid for nothing. No service. just ****** information. my doctor was a failure. 

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business response

      07/30/2024

      We've refunded your $49 membership invoice from 7/3/24 and we cancelled your subscription so you will not be billed in the future. Please allow 5-10 business days for the refund to appear back in your account. 

      We appreciate your feedback, and apologize for any mis-set expectations. Please understand that the service is the consultation itself, and not the outcome of that consultation, and meeting with a provider does not guarantee a prescription. 

      Customer response

      07/31/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely, thank you. I hope one day i get work with the BBB as your effectiveness never ceases to amaze me. I hope to work for the BBB one day. And thank you to K health for understanding my complaint. And making it right. It has and is always supposed to be about customer service first.  

      Otherwise you have no busines. To many companies are following that route and closing because of it. 

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



       


    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I experienced a medical concern and sought online care from two different providers, each of whom advised that my condition necessitated an in-person visit. Despite their professional advice, I decided to try K Health. After detailing my symptoms and making a payment, I was shocked to be informed that further testing at a laboratory was required. Had I been capable of visiting a facility from the outset, I would have done so immediately. The experience with K Health was profoundly misleading.

      Business response

      07/10/2024

      Thank you for sharing your concerns, and we apologize for any frustration.

      So we can better understand your situation, did you see two separate online providers that recommended in-person care before using our online service? 

      Our records show that you completed two consultations on 7/8/24, where our providers completed two assessments where it was determined further testing or in-person care was required. This would indicate that a consultation was provided, and this case is not eligible for a refund. There are instances where our providers may recommend a patient receive care elsewhere if online care can appropriately provide the level of service. This is included in our terms of service, which are accepted by patients prior to check-out. 

      We look forward to your response so we can better understand the situation leading up to the decision to use our service. 

      Customer response

      07/11/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [I feel like I have been cheated out of my money. The consultations seemed very automated. It seemed as if the doctors were talking to 100 different patients at the same time, giving the same automated prompts and questions. One of the clinicians literally told me to look at the back of my medical card to contact my doctor which I find insulting. The point of my subscription was to get help, not for them to state the obvious to me and steal my money and ask me automated questions. I tried a competitor that actually gave me a prescription shortly after using this service. That just shows k health is just taking peoples money and does not prescribe anything.. they just tell you to contact your doctor. I want my money back.]

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business response

      07/16/2024

      Thank you for your response. We appreciate your feedback around the nature of your consultation, and apologize for that experience. We've requested your visit be reviewed by our team for quality improvement purposes. 

      We've issued a $49 refund for your payment on 7/8/24. Please allow 5-10 business days for the refund to appear back in your account. The timing of this process is dependent on your bank.

       

    • Complaint Type:
      Service or Repair Issues
      Status:
      Resolved
      K health is an app that offers you a way to chat with doctors, I tried one month of the app, it was advertised as $49 dollars, it was paid on June 6,2024. Days prior to reaching the end of the first month, I tried to call the company and there was never an answer. I did leave a voicemail for a call back and they say there is no record of my voicemail trying to cancel my membership. I received an email with the invoice that they were going to charge me for the next three months and I called again, several numbers that I will include in a screenshot of email sent to them. Their reply has been that I will not be getting refunded for the $147, that was charged for the following three months and my membership will end in October, which I have expressed I did not want and I wanted my money back. I only want to be refunded for the next three months. Please consider reading the reviews on the app, as I am not the only one feeling like it was a scam. Thank you.

      Business response

      07/09/2024

      Thank you for sharing these concerns with the Better Business Bureau. I'm so sorry for any frustration with your requested cancellation, and I appreciate you reaching out to let us know about that voicemail. We look forward to resolving this issue with you. 

      After further review of your case, we've refunded your $147 subscription renewal from 7/5/24 and canceled that subscription so you will not be billed in the future. Please allow 5-10 business days for the refund to appear back in your account. We aren't able to refund the initial $49 payment from 6/5/24 as service was provided through a consultation with our providers. 

      Again, I apologize for any frustration and delay speaking with our team about this cancellation. Please follow-up with our team at ********************************** should you have any questions. 

      Customer response

      07/19/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Complaint Type:
      Billing Issues
      Status:
      Resolved
      I used this on line healthcare provider in March. I chose the one time payment of $49 opposed to a quarterly or annual membership. I never signed up for a continuing membership. On April 4, my account was charged two duplicate payments of $147. A couple of days later duplicate payments of $49 was taken. All of these charges are unauthorized which I feel is theft. It has been so hard trying to get my money. They admitted it was their fault and they would refund my money but they still havent refunded all of it. I have proof of the transactions as well as our conversations. I have pleaded for my money but they are giving me a hard time even though I never owed this money nor did I authorize these transactions. On May 16, duplicate charges of $147 were taken from my account again. They say they didnt charge me in May however my account says they did. I am not rich and this has set me back so much. I am now struggling to make it thru the week and to keep my bills caught up.

      Business response

      06/24/2024

      Thank you for sharing your concerns. We apologize for any frustration this has caused, and we hope to describe the situation from the date of the initial payment in question to where things stand today. 

      To clarify, our one-time payment option is $73. The $49 payment option you opted for was for a subscription that starts at $49 for the first month before renewing quarterly at $147. These terms were disclosed and accepted in the app prior to check-out. 

      You enrolled in this membership on 3/4/24. Two duplicate $49 payments were later processed on 3/9/24 as a result of a known issue on our end. These duplicate $49 payments were refunded on 4/13/24. We're currently working on fixing this issue currently to prevent any duplicate payments. 

      Your subscription renewed on 4/4/24 at the quarterly rate of $147. Through your bank, you disputed these payments as fraudulent on 4/12/24. On 4/13/24 we followed up with you through our Patient Experience team describing the situation as a result of the dispute, and what we could and couldn't do with that payment while it was still under dispute. We explained that we would refund one of the duplicate $147 payment, but we were not able to do so while it was still under dispute. 

      These disputes were both ruled in our favor on 6/8/24. The disputes were ruled in our favor and, as promised, we refunded one of the duplicate $147 payments on 6/13/24. You can confirm this refund with your bank using this Acquirer Reference Number: ***********************. 

      We are not able to refund the other $147 payment, as there was no request to cancel that subscription in our records prior to renewal. All duplicate payments, two $49 payments and a $147 payment for a total of $294, have been refunded to you. 

      Regarding two duplicate charges on 5/16/24, your membership was cancelled automatically on 4/12/24 after the duplicate $147 renewal payments were disputed.Your card was not charged after 4/4/24. 

      Again, I apologize for any frustration, and I hope this helps. We appreciate your feedback into your experience, and we're currently working on fixing this duplicate payment issue. 

       

      Customer response

      06/24/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      I NEVER agreed to any $147 membership. I signed up for one visit and paid for that visit the same day. I made sure to speak with K Med about not having a subscription or membership with them and they said no. At this point I owe no money to K Med. The next month duplicate payments of $49 and duplicate payments of $147 was taken from my account without my permission. That was April 4. On May 16 my account statement says duplicate payments to K MED FOR $147. I have the statements attached. None of this should have happened and why am I having to beg for my money back? I dont have very much and your company caused  me extreme hardship. Also you have sent me fraudulent receipts as if I owed this money to your company and that is lies. All these receipts are false. I would like to see where I agreed to your terms.

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business response

      07/09/2024

      Hi there, we have refunded all $49 and $147 charges that were processed after 3/4/24. This includes both of the $49 duplicate charges processed on 3/9/24 and both of the $147 duplicate charges on 4/4/24 for a total of $392. Please allow 5-10 business days for the additional refunds to appear back in your account. 

      For additional context into the two $147charges that appeared on your statement on 5/16/24, those were not additional charges that were taken out of your account. Rather those are related to the charges on 4/4/24 that were later disputed as fraudulent on 4/12/24 and ruled in our favor by your bank in May 2024, which is why they appeared on your statement at that point in time. As stated earlier, we have refunded those charges back to you. To reiterate, we have refunded all payments that were processed after 3/4/24, the date that you utilized our service. 

       

       

       

      Customer response

      07/11/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Complaint Type:
      Order Issues
      Status:
      Answered
      6/5/24 - i used the ai generated symptom checker and then paid over $70 for a visit, only to be told i needed to go see and in person provider and am now being refused a refund.

      Business response

      06/10/2024

      Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration you may have experienced and appreciate the opportunity to address your complaint.

      You completed two consultations with our providers: the first one on 6/5/24 and the second one on 6/6/24. We apologize that we could not provide the specific care you were looking for. 

      We've issued a $73 refund for your one-time visit payment on 6/05/2024. Please allow 5-10 business days for the refund to appear back in your account. 

      If you have any additional feedback about how we can improve the patient experience for you and other patients going forward, please reach out to us at *********************************** We would love to hear from you. 

    • Complaint Type:
      Billing Issues
      Status:
      Answered
      On June 5, 2024 I had a medical issue that I tried three other options for online care and was informed by the three providers that my issue required an in person visit. I tried K Health and when the service noted my symptoms and accepted my payment I was told that I would need to go to a labratory for further testing. If I were in a position to go to a facility I would have done so in the beginning. K Health was very misleading and I find it telling that three other services would not accept payment and informed me the issue required an in person visit.

      Business response

      05/21/2024

      Hi there, thank you for sharing your experience. We apologize for any frustration and hope to come to a resolution for this matter. 

      After reviewing your account and case history, it appears that a consultation was completed and care recommendations, in the form of lab testing, were provided by the provider. However, your point is taken that it could be specified that laboratory testing may be required prior to other treatment, or that an in-person consultation may be required in some instances as well. We appreciate your feedback on this matter. 

      With this in mind, we've issued a $55 refund for your recent consultation on May 5, 2024. Please allow 5-10 business days for the refund to appear back in your account. 

       

    • Complaint Type:
      Product Issues
      Status:
      Resolved
      On May 6th 2024 I initiated an online visit with K Health. After a series of a few questions with the virtual assistant and a charge of $49.00 I was sent over to a virtual Physician. After 2 minutes on a chat she determined she cannot treat me. She did not ask me any questions about my condition, symptoms, etc. Instead she stated that she couldnt treat me and that I needed to go to another doctor. I respect that she couldn't treat me (for a condition that is advertised on their own website as something they treat) but she also couldn't help me with a refund either. She said that was a different department. I called the billing department and was told that a refund request would be submitted. However, that it would take at least 5 business days and that it wasnt a guarantee. *********** services and having customers pay up front for services that were NOT rendered is blatant fraud. If I do not receive a refund by the end of this week, this will be reported to several agencies and further action will be taken.

      Business response

      05/08/2024

      Thank you for sharing your feedback. We're sorry to hear about this experience.

      Our records show that you enrolled in our $49 membership on 5/6/24, and then completed an appointment with one of our providers that same day. We appreciate the feedback around the consultation and the process of requesting a refund. 

      We've refunded your $49 membership and cancelled your subscription so you will not be billed in the future. Please allow 5-10 business days for the refund to appear back in your account. The timing of this process is dependent on your bank. 

      For more information about our clinic and the care that we can provide, please review our medical policy page: *****************************************;

      Customer response

      05/09/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Complaint Type:
      Product Issues
      Status:
      Resolved
      I was charged twice first and contacted support for a refund of one of the charges, on 3/24/2024 I got an email confirming a refund and that they were canceling my membership. Well, today 4/14/2024 I got a charge for 147.00$ for a membership that I was told through an email I still have that it was cancelled. Not only did I not get any treatment and went round in circles with doctors for simple treatment but now I am out of my 49$ and 147$ and not anything to show for it. I dont recommend this service to anyone unless you dont want any treatment.

      Business response

      04/18/2024

      Hi there, we're sorry to hear about this and appreciate your feedback letting us know. 

      After further review of your case, we see that you reached out to our Support team on 3/18/24 requesting a reversal of one of the two $49 charges from 3/17/24. We honored that request by refunding one of those $49 charges on 3/24/24 and confirmed that the duplicate membership was cancelled so you would only have one active membership going forward. 

      We apologize for any misunderstanding around both memberships needing to be cancelled, and we've refunded your $147 quarterly membership charge that processed on 4/17/24. Please allow 5-10 business days for that refund to appear back in your account. The timing of this process is entirely dependent on your bank.

      We can confirm that you no longer have any active memberships, so you will not be billed again going forward. 

      Take care,

      ******, K Health Customer Support 

      Customer response

      04/19/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Complaint Type:
      Customer Service Issues
      Status:
      Resolved
      I signed up with K Health to receive a specific prescription they advertise on their website. I placed an order, which cost $ 449. for a specific prescription (which they advertise on their website) and drove 100 miles to a private lab for a blood panel, which I paid for out of pocket. After my blood work was completed, K Health wanted to provide a script, BUT the medication was out of stock for nine months with no expected in-stock date. K Health claims to offer services they cannot provide and want to keep your money once you ask for a refund due to non-delivery. No ethical business would ever do this. I am also reporting this business to the Attorney General of my State for action. They offered me a partial refund, but I am demanding a full refund for the failure to provide the advertised service. This company should be put on alert with all the BBB complaints. They need to be shut down.

      Business response

      04/18/2024

      Thank you for sharing your concerns. We apologize for any frustration as a result of not being able to receive that prescription, especially after all the steps completed on your end through completing a consultation and lab orders.  

      We issued a partial $302 refund on 4/7/24, and we've now gone ahead and issued a refund for the remaining $147 from your $449 to apologize for the poor experience. Please allow 5-10 business days for the remaining refund to appear back in your account. The timing of this process is entirely dependent on your bank. 

      For a little additional context, the paid service is completing the consultation with our providers. We do not have any control over national stock of a prescription. We can work with you on trying to re-send or transfer any prescription to another pharmacy in your area that *** have available stock, but we understand the poor experience with that prescription being on back-order for 9 months at your preferred pharmacy. 

      Take care,

      ******, K Health Customer Support

      Customer response

      04/24/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Thank you for the refund. 

      Sincerely,

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



       

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