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:07/05/2022

  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 have strep throat and thought this business would be a cheaper route than visiting an urgent care just to get prescribed antibiotics. I spoke with *********************** and I provided the doctor with photographs of my clearly strep infected throat and my symptoms and he would not prescribe me any antibiotics to help. He claimed I just have a cold and gave me a list of home remedies and told me to visit an urgent care. This service is a complete scam and I paid for it! I had to pay $450 the next day to visit an urgent care and take a strep test just to get the antibiotics I need. Upon proving this doctor wrong I reached out to the company and expressed my concerns and request a refund for ******** failure to help and unprofessionalism and was told they stand by their physicians. Do not use this telemedicine business, it is a complete scam and they will not help you, just go pay the doctor *****

  Business Response

  Date: 07/20/2022

  Hi there, we sincerely apologize that we could not provide the care that you were looking for on our platform. I understand that this can be frustrating, especially when you are not feeling well, but please understand that you will also always have the ability to reconnect with our doctors at no additional cost for up to 7 days from your original visit should your symptoms worsen or if you have any additional information that you can provide to our clinicians. 

  We've gone ahead and refunded your $35 one time visit payment connected to your visit from July 3, 2022. Please allow **** business days for the refund to appear back in your account, the timing of this refund is entirely dependent on your bank. 

  Once again, I apologize that we could not provide the care that you were looking for and we hope this refund helps. If you have any questions or if there is anything else that we can help with, please don't hesitate to reach out to ******************** 

  
  

  Customer Answer

  Date: 07/23/2022

  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:
  

   

  This business is a scam. They advertise they have licensed physicians to prescribe you antibiotics for infections, etc. However all you will get is an automated computer response, no physician, and no prescription. They refuse all request for refunds. Do not use this application for any reason regardless of desperation, consumers beware.

   

   

   

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

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

• Initial Complaint

  Date:06/21/2022

  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.

  I purchased a one-time $35 K-Health visit on 6/16/2022 after experiencing some unusual bleeding. I have used the service once before and had no issues. After describing my symptoms in the automated portal, I was told I was being transferred to a medical practitioner who could address my symptoms. The doctor came on for less than 20 minutes and told me he/she could not provide service because of the nature of my symptoms and that I needed to go to urgent care. The conversation ended with no treatment or care. After requesting a refund, I was told, rather condescendingly, that even though I may "disagree" with their provider's assessment, I had paid for the "medical assessment itself and not the outcome of that assessment." An alleged medical assessment was used to take someone's money and tell them to go to a real doctor; there was no treatment or care which means there really wasn't any evidence to support the claim that a medical assessment was made. It's far too easy to tell someone to go seek emergency care without truly assessing their issue. The provider barely posed any questions to get to the bottom of my medical issue. I initially liked and appreciated this company because it's supposed to be a low-cost alternative to traditional medical treatment, but now it is very apparent that this company is taking advantage of people like me, an unemployed/uninsured college student, by seeking and taking payment when no services are rendered. This is a major moral failing.

  Business Response

  Date: 07/06/2022

  Hi there, we sincerely apologize for any frustration as a result of not being able to provide the care that you were looking for on our platform, as well as for any difficulty trying to receive a refund for that visit. 
  
  Unfortunately there are some occasions in which our providers will recommend that a patient be seen in-person or receive care elsewhere. I understand this can be frustrating, but please know that these recommendations are made with a patient's individual symptoms and medical history in mind, as well as safety as our top priority . 
  
  We've gone ahead and refunded your $35 one-time visit fee from your consultation on June 16th. Please allow **** business days for the refund to appear back in your account. The timing of this refund is entirely dependent on your bank. 

  Once again, we sincerely apologize for any frustration while using our service, and we really appreciate the feedback regarding your past experiences with our app. Please let us know if you have any questions or if there is anything else that we can help with. 

  Customer Answer

  Date: 07/13/2022

  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:06/10/2022

  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 contacted this Company for a service and help I did not receive. From an identical experience several years ago, I knew I needed an antibiotic for a tooth infection, otherwise this would continue to escalate and quickly. My experience here was terrible and I regret ever choosing this app. From reading the list of other complaints, I am validated in the fact this seems to be a common scam they run on most everyone. The Dr I was connected with was rude from the beginning and I was disconnected the first time after about 30 seconds because he did not give me time to respond. I then had to reconnect, at which time I received the exact same initial scripted response as the 1st time. I replied quickly with my concerns (one being there are no dentists that will see me soon enough to prevent this from becoming more severe than it already is and I have no way to get an antibiotic, hence why I am here at 1am) to receive another scripted reply almost immediately stating, heres some generic info off of a random website about home remedies, see a dentist and good luck to ya. Again, I was disconnected before I could even reply. This was in no way the service I was led to believe I would receive and was paying for. I used a similar online site before and had absolutely no experience like this. I spoke to a real human who asked questions and did NOT dismiss me and my immediate need/concerns and had no problems prescribing what they said was required. This bot rudely dismissed me with a potentially dangerous, worsening infection and no treatment. I will now have additional costs getting the help I should have received here. I want a refund of the $35 wasted for a 2 min automated response. And stating that they wont treat people for their safety etc.. is not an acceptable excuse, this is a loophole and a cop-out at best. 20+ complaints with almost identical experiences and results says everything. I simply want my money back I paid in good faith that you were an honest ***

  Business Response

  Date: 06/10/2022

  In review the case, this customer did see a doctor however was told to seek in-person care. There are some circumstances where our board certified medical doctors will direct a user to in-person care if telemedicine is not suitable for the case. While we will provide a refund for this particular user.

• Initial Complaint

  Date:05/24/2022

  Type:Billing 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 canceled the subscription of ***** a month for ****** I was then charged the rate for ***** and may. This caused my account to be over drawn getting a ***** charge. I have contacted company 3 time , no response

  Business Response

  Date: 06/10/2022

  Hi there,

  K Health responded each time the customer emailed into Support. We were unable to associate the email address to a paid account, we requested each time for her to provide us with the correct email address. We also provided our Customer Support number in each email. We'd be happy to look into what went wrong but we do not have enough information from the customer to research. We need the email address tied to the account or an invoice from the charge. 

  The customer emailed Customer Support on 5/13 at 4:40 PM "I cancels this over a month ago , but you took money out on me today. Please put my money back". **************** responded on 5/13 at 9:32 PM letting the customer know that we would look into it but would need the email associated with the billing as the one she wrote in from wasn't tied to a paid account. The customer did not reply to this email.
  

  On 5/18 in a new email the customer wrote "I have asked 2 times to cancel , you took out 2 more payments which caused my account to bounce. 8 will be contacting the bbb". We responded within five hours requesting the email tied to the account The customer did not reply to this email.

  On 5/24, the customer wrote another email "I canceled this 2 months ago. I continue to have money taken out of my account for 2 months. This month is caused my account to be overdrawn and a fee,
  This is not acceptable. Please cancel and replace my money". **************** responded same day requesting the email tied to her account. No response. 
  

• Initial Complaint

  Date:05/19/2022

  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 to have a subscription to K-health because I would get recurring health issues for the same problem. In the year 2021, I got help for this same health issue more than once and never had a problem. Now today I was told I have to go to an in person doctor because its been 4 times this year that I had the same problem and I could no longer be given a prescription, which mind you, is really inconvenient because now I have to deal with this until I am even able to get a spot in a doctors office for an appointment. Ive only had this issue 3 times this year, one of them was related but wasnt the exact problem. They also told me theyd refer me to a ******* which they didnt and almost all doctors in my area have no available appointments for this issue for the next few months. I understand if it is recommended to go to a doctor but to charge almost $40 to tell someone they need to go to a doctor and end the chat before you can even ask any questions when ***** literally the reason why you paid in the first place I know I needed a ******* ***** why I chose to pay to get help.

  Business Response

  Date: 05/30/2022

  Hi there,

  Thank you for submitting your concern to us. We do apologize for any frustration that this has caused. We will certainly review your concern and reply to the account email address we have on file with a more detailed account of the steps we will take to correct this for you. In the interim, please feel free to reach out to us directly at ************ or via email at *******************.

   

  Thank you,

  Team K

• Initial Complaint

  Date:05/09/2022

  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.

  I tested positive for COVID 19 while on vacation in another state. I called the local pharmacy to ask about the drug Paxlovid to treat COVID 19. I was told they had it in stock but I needed a prescription. I googled "paxlovid prescription" and was directed to the first result KHealth for virtual visits to get a prescription. It was a $35 up front fee to "see" a doctor. I was asked dozens of questions by an automated bot. I specified that I had tested positive for COVID 19 and was looking for a prescription for Paxlovid. When I thought I was going to "see" a doctor it was another chat. I was then told they cannot provide prescriptions for Paxlovid. I was misled into paying $35 up front

  Business Response

  Date: 05/10/2022

  Hi there,

   

  I'm sorry for your poor experience using K Health. While we do not directly advertise for paxlovid, our site *** have appeared following a search with related keywords. We've passed your feedback along to our marketing team who will look further into the issue. Thank you for bringing this to our attention. As you were not treated or assessed due to our medical policies, I've fully refunded your $35 payment. Please allow **** days for the refund to appear back in your account. If you have any other questions, please email us at [email protected]. 

   

  Take care,

  Team K

  Customer Answer

  Date: 05/12/2022

  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. I hope the K Health will amend their advertising policies so that other COVID patients will not be taken advantage of
  
  Sincerely,
  
  ***************************