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:03/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 asked to see a doctor through he k health app. I was told I would and asked to pay for the first visit ahead of time. I selected the $73 one time payment instead of a $49 monthly plan. Once I paid I all that happened was a doctor got on the chat and said they would forward me to the primary care team. That was all I got for $73, one sentence from someone, no help. Then for my actual appointment they asked me to pay again and I could only choose the 49 monthly plan. Then I finally had a real appointment. Had I just chosen the $49 plan at the start I would not have been charged 2 times for a single visit. They didnt say this would happen. It was misleading and just a terrible way to treat someone. They basically stole $73 from me.

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a consultation and was prescribed but after consultation with my pcp I cant take the medication . I let customer service know and they refuse to give me my money back the ***** plus 12 dollars

• Initial Complaint

  Date:02/06/2025

  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.

  In October of 2023 I attempted to contact a ** through KHealth Telemedicine for weight loss. The first appointment was an intake of my information, what I was seeking, and the process. I agreed to meet with another doctor via telemedicine call for the official "visit". that was scheduled in November, but no doctor ever came on the call. Then again attempted again and the doctor again didn't come on the call. No meds were prescribed as far as I am aware and I never signed up for the subscription service. I made the company aware at that time in November 2023 of my complaints and that I would not be using their services *************, upon reviewing my bank accounts i see they began charging me a quarterly subscription for their services. I've checked my emails and received NO communication from them from 11/11/2023 until the present. No invoice, No alert of payment pending, Nothing. The charges to my account are as follows:January 2024 $147 April 26, 2024 $147 July 26, 2024 $147 October 28, 2024 $147 and January 27, 2025 $147.I reached out to the company today to alert them that I have not received any services or communication from then since November 2023 and certainly didn't sign up for a subscription. I requested immediate cancellation of any subscription as well as a full refund of all charges from January 2024 until the present. I spoke to ******. My confirmation of cancellation is #********. However, ****** said for the refund he needed to escalate the matter to a supervisor who would get back to me within 24 hours. I asked what if they didn't. He said to call back.

  Business Response

  Date: 02/06/2025

  Thank you for sharing your concerns. After a closer look at your case, we see that you enrolled in our $147 quarterly membership on 10/25/23 and completed an initial appointment on 10/26/23. Our medical staff was in touch with you on 11/1/23 and 11/2/23 providing updates related to your care. You started another appointment with our doctors on 11/6/23. This visit stalled when you didn't respond to our provider's question about your preferred pharmacy. That issue was later resolved on 11/10/23 and the prescription was sent to your local pharmacy. 

  The subscription you enrolled in on 10/25/23 was recurring and every 3 months a payment was processed. Every time a payment processed, a refund receipt is sent to the email address a patient used to create their account. We didn't receive any other communication between you and our team until you called on 2//25 requesting refunds for your active membership that last renewed on 1/25/25. A supervisor on our Patient Experience team followed up with you via email that afternoon confirming that we issued a $147 refund for your latest invoice from January 2025 and your subscription has been cancelled so you will not be billed going forward. 

  We cannot issue any additional refunds as we did not receive any cancellation requests until 2/5/24, per our terms of service. We apologize for any inconvenience.

  Customer Answer

  Date: 02/07/2025

  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:

   There was no notification that I would be added to an ongoing subscription through k health and I have received zero additional communication or invoices regarding said subscription from November 2023 until the present. In fact only AFTER I notified KHelath of the cancellation and filed this claim through the better business bureau did I begin to receive communication from K Health. Therefore I would like all charges from January 2024 until the present February 2025 refunded to me in full. 

   

   

   

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

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

  Business Response

  Date: 02/11/2025

  Thank you for following up. Our records confirm that you enrolled in our $147 quarterly membership on 10/25/23 and recurring invoice receipts were sent to the email address we have on file for your account, the same email address listed on this complaint. The first renewal invoice was confirmed sent on 1/25/24 at 2:24 PM EST. The second on 4/25/24 at 3:24 PM EST, the third on 7/25/24 at 3:25 PM EST, the fourth on 10/25/24 at 3:26 PM EST, and the final renewal (which was later refunded) on 1/25/25 at 2:26 PM EST. 

  Please see the attached screenshot showing the paywall screen our patients see when enrolling in our subscription. The language indicates that this is a recurring membership that is billed every 3 months. 

  We have already refunded the last $147 invoice from 1/25/25, and we cannot issue any additional refunds, as there was no record to cancel this subscription before this month despite the invoices sent out at each renewal.

• Initial Complaint

  Date:02/06/2025

  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 used a mobile app for a medical check up with K health, I've used this in the past and always paid as i went. I was surprised to see that i was signed up for a membership and was charged $147 on Feb 2, assuming this was a mistake i reached out to K Health to cancel and requested a refund. They agreed to refund my account but stated they would only refund me $123 because they charged me incorrectly for the check up, I was under the impression i paid $49 which is the same i had in the past. They claim i should have paid $73 if it was a one time visit, this is different from what i was aware of and would not have agreed to pay that much for a virtual visit when it's cheaper to go to an immediate care. It's my opinion this is predatory behavior on there part, and they hoped i didn't notice the subscription they signed us up for. Now won't refund my $147 unless I admit i am wrong and owe them stating I have read and understood that membership purchases are non-refundable by K Health.

  Business Response

  Date: 02/07/2025

  Thank you for sharing your concerns. Our records show that you enrolled in our service on January 2, 2025, and selected a membership plan at $49 for the first month, with subsequent renewals at $147 every three months. This was clearly outlined in our terms of service, which you agreed to upon enrollment (see attached screenshot of the checkout page).

  You did not request cancellation of the membership before the renewal charge of $147 on February 2, 2025. After you contacted us regarding the charge, we explained that membership charges are non-refundable as per the agreed terms. However, to resolve the issue fairly, we offered a $123 refund, which aligns with the cost of a one-time visit of $73. This offer was declined.

  While we understand there may have been some confusion, we maintain that you enrolled in the membership knowingly and accepted the terms at checkout. We believe the $123 refund offer is a fair resolution and respectfully request that this settlement be agreed to.

• Initial Complaint

  Date:02/04/2025

  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 had a virtual appointment with KHealth I was misled by the website.I have an inner ear infection.I am not even sure if I was talking to a real person.The clinician diagnosed me with an upper respiratory infection and told me to stand in front of a vaporizer!!I have pain and pressure in my ear and muffled hearing.She then tells me that she cant diagnose an inner ear infection and that adults dont get them any way.I have had several as an adult!I was specific about what my problem was at the beginning. Instead of charging me they should have not sent me to the ** clinician!I got scammed!

  Business Response

  Date: 02/04/2025

  Thank you for sharing your concerns. After reviewing this case, we view this matter as resolved as your $25 payment for this consultation was already refunded on 2/1/25. 

  Our records show you completed a consultation with one of our providers on 2/1/25. Please understand that our service is chat-based. Patients will start chatting with our AI symptom checker before given the option to connect with a clinician through a virtual chat. All of our clinicians are board-certified medical professionals, and patients can verify this through the app. 

  We appreciate your feedback. If you have any additional questions or concerns, you can always follow up with our team at ************************************************************. 

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second time I reached out to them for a inexpensive ********** medication and both times. *** came back and suggested I go to a Emergency care place to get checked out? And she would not prescribe any medication. I chatted with her by text only so for her to give me an opinion it costs me $73.00 on my credit card? I wrote them back to say they are scammers and need to be shut down?They are worthless.I tried a different online *********** They took my insurance only charged me $1.99 and called me in 4 prescriptions.****** ********

  Business Response

  Date: 02/04/2025

  Thank you for sharing your concerns. After reviewing your case, we see that you paid a $73 one-time visit fee and completed a chat-based consultation with one of our medical providers on 1/30/25. Please understand that our paid service is the medical consultation, rather than the outcome of that consultation. While our providers would like to treat every patient they see, their number one priority is patient safety and they may refer a patient to seek in-person care after completing a consultation. 

  We've issued a courtesy refund for your $73 one-time visit, but going forward we may not be able to issue a refund if a consultation has been completed. 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. 

  Please follow up with our team at ********************************** if you have any additional questions or concerns. 

  Customer Answer

  Date: 02/08/2025

  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,
  
  ****** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to use KHealth in April of 2024 to get my medication refilled. The practitioner I saw never filled my medication, so I never used the app again. I just discovered today that the company has been charging me $49 per month since APRIL for a service I have never successfully used. This is nearly $500 in charges. Absolutely abhorrent.

  Business Response

  Date: 02/03/2025

  Thank you for bringing your concern to our attention.

  Reviewing your case, we found that you enrolled in our $49 monthly membership on 4/28/24. You successfully used that membership on 8/29/24 to speak with one of our providers and received a prescription. Later, on 11/29/24, you attempted to reconnect with one of our doctors for another refill, and our team gave you instructions on how to reconnect in order to receive that refill. We also noticed there was also a patient-scheduled appointment on 12/2/2024 that was later missed. 

  On 1/28/25, you contacted our Patient Experience team requesting a refund after your latest invoice processed earlier that day. We refunded that latest $49 invoice that same day and cancelled your subscription so you wouldn't be billed further.

  We cannot issue any more refunds for earlier invoices. Our terms of service specify that refund requests must be made within 48 hours of an invoice being processed. We did not receive any prior requests for refunds or communication regarding any issues using our service before that date.

  We appreciate your feedback. Thank you for your understanding.

• Initial Complaint

  Date:01/28/2025

  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 made an appointment with this online provider only because it was advertised as free by my insurance company. Their website showed that they covered the service I was seeking, however when I called them for my appointment I was told that they could not provide the service and I would need to make an in person appointment with a doctor. I was charged $68 for a one minute phone call with no service provided.

  Business Response

  Date: 02/03/2025

  Thank you for bringing your concern to our attention.

  Upon reviewing your case, we found that you completed a visit with our ************ doctors on 6/24/24, and this visit was processed through your insurance provider. This visit met the claim logic outlined by your insurance provider. The corresponding claim was submitted, and a $68 invoice was issued to you on 1/23/25. Please note that the balance of this invoice has been applied towards your annual deductible. As of now, the invoice remains unpaid. For further details regarding this invoice, we recommend contacting your insurance provider's *************** team directly. You can find the contact number on the back of your insurance card.

  We appreciate your feedback and are here to assist with any additional questions you may have.

  
  

• Initial Complaint

  Date:12/18/2024

  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.

  Today I got an invoice in my email about with the date of service 3/9/2024. I reinstalled the app to check what was the reason of visit, and did not see anything. In addition, I was understood that my visits were covered by my insurance at the time, as my insurance advertised this service as free. There are no details about my visit either.

  Business Response

  Date: 01/02/2025

  Thank you for bringing this to our attention. After further review of your case, the recent $68 invoice was from your date of service on 3/8/24. It appears as 3/9/24 as the interaction with our team occurred after midnight Eastern Time, the time zone our system operates in. A claim for this visit was reprocessed by your insurance carrier to apply a balance towards your deductible.
  
  Our billing is based on insurance adjudication, so we are unable to determine if/when a charge will be processed. For more information about this charge, please contact the ************************ with your insurance provider.
  
  
  

• Initial Complaint

  Date:11/06/2024

  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 have enjoyed the service and wanted to continue using, but needed to pause for a couple of weeks while I wait to get paid. I reached out and was told it would be escalated to a refund team, who later replied with an obviously unpersonalized response declining to refund because they apparently dont offer refunds and they just cancelled my future membership instead. Why escalate to a refund team if you dont even offer refunds? I wanted to continue my membership in a couple of weeks, but now Im happy itll be over in January.

  Business Response

  Date: 11/07/2024

  Thank you for sharing your feedback, and we sincerely apologize for your recent experience with us. We appreciate the opportunity to address your concerns.

  After reviewing your case, we have processed a refund of $147 for the payment made on 11/2/24, and your subscription has been canceled to ensure you are not billed further. Please allow 5-10 business days for the refund to appear in your account.

  We also appreciate your comments regarding the response you received from our team. Weve carefully reviewed your correspondence and will provide constructive feedback to the team involved to ensure we continue to improve our service.

  Our Patient Advocate has reached out to you via email with instructions on how to reconnect with our team if you choose to rejoin our membership in the future.

  Once again, we apologize for any frustration caused, and we truly value your feedback. If you have any further questions or concerns, please dont hesitate to contact us at ************************************************************.

  Business Response

  Date: 11/07/2024

  Thank you for sharing your feedback, and we sincerely apologize for your recent experience with us. We appreciate the opportunity to address your concerns.

  After reviewing your case, we have processed a refund of $147 for the payment made on 11/2/24, and your subscription has been canceled to ensure you are not billed further. Please allow 5-10 business days for the refund to appear in your account.

  We also appreciate your comments regarding the response you received from our team. Weve carefully reviewed your correspondence and will provide constructive feedback to the team involved to ensure we continue to improve our service.

  Our Patient Advocate has reached out to you via email with instructions on how to reconnect with our team if you choose to rejoin our membership in the future.

  Once again, we apologize for any frustration caused, and we truly value your feedback. If you have any further questions or concerns, please dont hesitate to contact us at ************************************************************.