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Complaint Details
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Initial Complaint
01/08/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
Few months ago I downloaded lifeMD application and set up an appointment with one of their doctors to prescribe weight loss shots ! We went through the process and I supposed to be on three months program. I paid in full but I only stayed in program for two months and I quit taking the ********* I see a charge on my credit card for $387 they said its quarterly subscription! No one told me its a renewal thing and quarterly and if they are following up with customers they should have known that I am out of the program fee months ago! But they dont follow up with the patients and just take the money from their accounts.I dont even have the option to control or manage any subscription on the app! I need them to cancel completely my account and full refund for the renewal subscription that Im not aware of and didnt authorise from the beginning.Customer response
01/08/2025
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
12/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I enrolled with life MD in May 2024 I paid for their membership and had few consultations. The last consultation I had with them was in September and I didnt renew any prescriptions since then. Without any warning, any emails letting me know they were about to do this, they charged my card $774. Any membership that is about to renew they usually let you know via email text mail call - they have all of this information - so they can warn the consumer of an upcoming charge and this company didnt. I reached out to them and the only thing they reply was that my membership was renewed on December 16. I am requesting a full refund since I not only have not use their service since September but they failed to notify me.Customer response
12/28/2024
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,
******* ******
Initial Complaint
12/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Was charged repeatedly for online precipitation without consentBusiness response
12/18/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ****** ******, ordered a four-month supply of a prescription drug product from Rex MD on August 11, 2024 at a cost of $234, a 35% discount off the full price of $360. When making this order, *** ****** affirmatively agreed to enrollment in a subscription program, which resulted in another order being placed on December 14, 2024, and the order shipped on August 14, 2024. The terms and conditions, to which *** ****** affirmatively consented, specifically stated that prescription products are non-refundable.
On December 14, 2024 *** ****** was rebilled in the amount of $360. On December 16, 2024 the medication order shipped and was delivered on December 20, 2024.
Unfortunately, *** ****** apparently did not experience the results he hoped for with this medication. On December 16, 2024, *** ****** contacted Rex MD requesting cancellation of his subscription and a refund for the medication.*** ******* subscription was canceled in accordance with his request, such that he will not incur any further recurring charges. However, Rex MDs terms and conditions do not allow for refunds of approved prescription orders.
Considering the fulfillment of the order and the subscription cancellation, we consider this complaint resolved.
Rex MD
Initial Complaint
12/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was charged more than I was told at the beginning. Originally I was charged $199 and then magically charged $299 the following month. I messaged a customer care representative who messaged about helping receive a refund and then turned around later and said it cant be done over messaging. Despite cancelling on the App, as I was told to do by a customer care representative, I now received an email stating that my renewal is coming up so I called the hotline. I was then informed that they have to finalize the cancellation and Im only eligible for a $46 refund. Despite never scheduling a 2nd appointment, receiving a second medication, nor being notified about the change in price from $199-$299. I have used other online healthcare formats as Im a night shift nurse and getting to appointments in person is difficult. This company is by far the worst, scamming company I have came across. The app looks great, the provider was efficient, and the customer care representative kind. But they do not have policies and procedures plainly written, their billing is a scheme, and they purposely make cancellation hard in order to further make money off of customers whom may not be aware of all the hoops they have to jump through.Business response
12/30/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ******** *******, enrolled in a ******************** subscription telehealth program on October 21, 2024. At the time of subscribing, *** ******* had received a promotional price of her monthly membership that had a $100 discount applied. The total amount *** ******* paid at initial signup was $199.
Thereafter, on November 20, 2024, *** ****** was charged the full monthly subscription amount of $299 as her monthly subscription was due.
Upon further review of *** ******** account there was a cancellation submitted via her patient portal on December 5, 2024. During this cancellation process *** ****** was notified that choosing to cancel her membership, she would still have access to the benefits of the program until the end of her paid period. The ending period set for *** ****** is January 16, 2024. No further charges will occur on *** ******** account after this date.
On December 16, 2024, *** ******* contacted LifeMD requesting that her account was fully canceled. During the conversation our agent explained that there is a proration for each day that the patient had not cancelled.
LifeMD processed a partial refund of $46.20 and cancelled *** ******** account on December 16, 2024. *** ******* acknowledged the refund amount and had no further questions or concerns. *** ******* also verbally agreed to receiving an emailed invoice confirmation for the refund.
Given the explanation of the partial refund and cancellation of the patients subscription, we consider this complaint resolved.
LifeMDInitial Complaint
12/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Forced into a subscription to buy a single product. If you buy online you have to check a "subscription box" and enter the quantity, otherwise you can't complete the purchase. I only clicked 1 to have a single purchase, and when they sent another and I disputed, they refused to refund me or cancel the order, saying that non-subscription purchases can only be done over the phone, despite there being no mention on the website. They only canceled the subscription after I blocked them on my credit card, and still refuse to undo the charge. The charge was for 204 dollars.Business response
12/26/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, *********** *****, ordered a two-month supply of a prescription drug product from Rex MD on September 16, 2024 at a cost of $132.60, a 35% discount off the full price of $204, and the order shipped on the same day. When making this order, *** ***** affirmatively agreed to enrollment in a subscription program, which resulted in another order being placed on November 16, 2024. The terms and conditions, to which *** ***** affirmatively consented, specifically stated that prescription products are non-refundable.
On November 16, 2024, *** ***** was rebilled in the amount of $204. On November 16, 2024 the medication order shipped and was delivered on November 20, 2024.
Unfortunately, *** ***** apparently did not experience the results she hoped for with this medication. On November 16, 2024, *** ***** contacted Rex MD requesting cancellation of her subscription and a refund for the medication.
On November 20, 2024, *** ****** subscription was canceled in accordance with her request, such that she will not incur any further recurring charges and she was issued a refund of $204, which was processed on November 2, 2024.
Considering the refund and the subscription cancellation, we consider this complaint resolved.
RexMD
Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reached out to this company for assistance with medical services. After my initial enrolment it was brought to my attention the I already have the same coverage with my primary provider. I canceled the Life MD service within a day of initial contact. In November I noticed a $700+ charge on my credit card and also discovered an additional charge for $387.00 from the company. After calling, they agreed to refund the charges. The latest charge was removed, the initial one, $387, was not.I called again 11/26/24 and explained again. I was told that they could not process and "billing" would call me back. No call.12/3/24 called again. Again told "billing" would have to address and would call me back.I have not used any of the services offered by the company, they agree. They are just dragging their feet and running me through hoops.Business response
12/12/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ***** ******, enrolled in a six-month LifeMD subscription telehealth program on May 7, 2024, at a cost of $387, at a 50% introductory discount off the full price of $774. At the time of his enrollment in the program, the customer affirmatively consented to enrollment in a subscription program, which would include renewals every six-months.
On May 15, 2024, *** ****** messaged LifeMD and requested a refund and cancellation of his subscription. Unfortunately, *** ******* cancellation request was not properly processed. As a result, on November 7, 2024, his subscription was automatically renewed at the full price of $774.
On November 9, 2024, *** ****** contacted LifeMD regarding the November renewal fee. LifeMD cancelled the subscription and issued a refund in the amount of $774.
Furthermore, on December 11, 2024 with further review, LifeMD also processed an additional refund in the amount of $387, for *** ******* initial subscription fee.
Given the refund and cancellation, we consider this complaint resolved.
LifeMD
Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 11/12/24 I paid $598.98, (although my bank initially declined the charge so I didnt even know it went through), for what I thought was enough medication for 6 months. This seemed to be the going rate when I researched the medication with other vendors, when attempting to get this medication without using insurance. However, on 11/14/24 I was invoiced $133 for the actual medication. This charge was declined from my bank because they didnt recognize this vendor again. So I got an email notification about the medication. On 11/17/24 I inquired to the company via chatline and on my zoom call with a physician, concerning the high fee. The vague reasons I received on 11/18/24 were the $600 was just for online support and doctor access. This didnt make sense since I didnt even have any medication to talk about, and hadnt even spoken to a single physician before I was charged. The verbiage outlining the support was vague at best, and closer to misleading. On 11/19/24 I canceled all services and requested a full refund, stating misleading as my reason. So far I have ONLY received communication from the company about ways to continue the membership, but nothing about my refund request. This is why I am asking the BBB to intervene and assist.Business response
12/16/2024
Re: BBB Case # ********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ***** *****, enrolled in a six-month LifeMD subscription telehealth program on November 12, 2024, at a cost of $598.98. The subscription terms, to which *** ***** affirmatively consented, specifically stated that medication costs are not included in the program subscription fees.
Thereafter, on November 14, 2024, *** ***** met virtually with a LifeMD affiliated telehealth provider.
On November 19, 2024, *** ***** contacted LifeMD and requested a refund and cancellation of his subscription as he was under the impression that the cost of medication would be included in the program.
Because the customer was under the mistaken belief that medication cost was included in the program, his subscription was canceled and, having already met with a provider, he was issued a partial refund of $550.98 on December 16, 2024.
We kindly ask *** ***** to allow 5-7 business days for this to process. Depending on his banking institution, the funds could be available sooner. If there are any further questions or concerns, please don't hesitate to contact us at ************.
Given the refund and cancellation, we consider this complaint resolved.
LifeMD
Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up with ******* to purchase weight loss medication. I had a prescription filled at the end of the summer and planned to use my insurance for the next prescription. I made this clear multiple times in my chat with the staff and can provide any necessary screenshots. On 12/2/24 I was charged $189 without authorization. I immediately challenged this charge and stated I never gave authorization. After many back and forth messages the staff stated via chat that this was from an October prescription, the one I told them repeatedly I did not want to fill until my insurance was active. They charged me anyway and refuse to issue a refund.Business response
12/12/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ********* *********, enrolled in a LifeMD subscription telehealth program on September 10, 2024.
Thereafter, On September 12, 2024, *** ********* met virtually with a LifeMD affiliated provider and was prescribed medication.
On October 16, 2024, *** ********* sent LifeMD a message via the patient portal and requested a pause in the medication refills.On December 2, 2024 there was a payment processed in the amount of $189, for the medication refill.
On December 3, 2024, *** ********* contacted LifeMD regarding the December charge.
On December 4, 2024, *** ********** was issued a refund in the amount of $189.
Given the refund, we consider this complaint resolved.
LifeMD
Initial Complaint
11/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I saw an add on ******** regarding affordable options for *******. I completed a questionnaire and was advised that I was a candidate but would need to speak with a Nurse and provide insurance info. I created an account with ******* in May 2024. They provided a link to setup an account to schedule a Telehealth evaluation. Directions on the site suggested to provide medical records, insurance information, and credit card info to prepare for your appointment. The company checked my provided insurance and found out that my insurance would not cover the brand name *******. I could get a similar product that would be $400/month. I immediately told the nurse on call that the pricing is too high and I just couldnt justify the cost. I advised that I was not interested in the option of pre-authorization or the compound formula. At the time of the evaluation call or in any other communication LifeMD did not tell me that they intended to start a subscription for me. I never accessed the site again after the evaluation call in May until I tried to get more information today, but LifeMD charged me $290.25 on May 16th, $387.00 on Sept 16th and $387.00 on Nov 17th. I got nothing out of this subscription. They charged me three times unbeknown by me. I called to cancel and they offered to refund Nov $387.00 but could not do anything on Sept or May charges. They said they could only go back 30days. My dispute was past 30 days because I did not even know I have a subscription. I want to recover all the charges I incurred with LifeMD, because the charges occurred via misrepresentation and lacking any communication from LifeMD about the services. I did not receive any invoice or receipts about the amounts to be charged. I feel like saying No at the time of the evaluation is a clear indication that I did not wish to pursue a monthly subscription for Dr **** on product I am not taking.Business response
12/10/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ***** *****, enrolled in a three month LifeMD subscription telehealth program on May 16, 2024, at a cost of $290.25, a 25% discount off the full price cost of $387. At the time of her enrollment in the program, *** ***** affirmatively consented to enrollment in a subscription program, which would include renewals every three-months.
Later that same day, *** ***** met virtually with a LifeMD affiliated ********** provider. During her initial appointment, ******** requested to cancel her subscription.
Unfortunately, *** ****** cancellation request was not properly processed. As a result *** ****** 3 month telehealth subscription renewed on September 16, 2024 and November 16, 2024 at the full price cost of $387.00
On November 22, 2024, *** ***** contacted LifeMD and at this time her account was properly cancelled. As of December 10, 2024, ******** has been fully refunded the amount of $1,064.25 for all subscription fees for which she was charged.
Given the terms and conditions information, cancellation and refunds, we consider this complaint resolved.
LifeMD
Customer response
12/20/2024
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:As of 12/20/2024 I have not received a complete refund. There are still two charges remaining on my credit card.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *****
Business response
01/07/2025
As of January 2, 2024, our records here at LifeMD show that *** ***** has been refunded all charges, totaling to $1064.25. LifeMD has provided pdfs for review.
We kindly ask *** ***** to contact her banking institution on this matter, as LifeMD has provided and processed the refunds accordingly.Customer response
01/15/2025
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
11/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called Lifemd twice to cancel my plan and they continue to bill me. I've had to report their activity to my Banks fraud department and put a merchant block on them. Other than the very first consultation, I have not had any appointments ore medical visits with lifemd.Customer response
11/19/2024
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,
******* ******
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Customer Complaints Summary
429 total complaints in the last 3 years.
300 complaints closed in the last 12 months.
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