ComplaintsforLifeMD, Inc.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I subscribed for an eight month plan for weight loss with the impression it included medication. After completing thebform and payment, reaxhed out to confirm it included medication.Was told no at my expense. Web site implied it did. Told ******* I wanted a full refund. Never responed.Several email/ messages later, nothing.No services were jsed and they are ignoring my redund request even though it was made within minutes of my purchase.Buyer beware, they are a scam.

  Business response

  09/26/2023

  Re:  BBB Case # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *************************, signed up for a ******************** subscription program on August 29, 2023. Although the terms of the program expressly state that medication cost is not included in the subscription fee, ****************** indicates 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, his account was canceled on August 30, 2023, and he was issued a refund in full.    
  
  Considering this subscription cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This service is a terrible. There's absolutely no way to get in touch with a provider or the support team. The support team blames the provider and the provider will blame the support team. There are no phone numbers to reach any customer support, so you have to rely on messages through their app that are blatantly ignored. For some additional context, after my first consultation my provider said that LifeMD would be in touch within 24 hours to review my insurance and the write me a prescription. A week went by with no contact. I reached out to LifeMD/support through their app and didn't receive any response for several days. My only option was to book another appointment with the same provider. Only then was I able to get her to write me a prescription live. Fast forward to the next month. I set an appointment up a few days ahead of when I needed a refill. My provider wrote me a prescription once again, but CVS rejected it since she wrote in the wrong dosage. CVS tried to reach out to her for a week with no success. My only option, once again, was to set up a new appointment since my messages were once again being ignored (as were CVS' messages). Upon speaking with my provider, she blamed LifeMDs technology for not receiving the messages and whined about her personal life as to why she couldn't respond to CVS. I would like to seek a refund in full, but go figure, I can't get in touch with anyone.

  Business response

  09/16/2023

  Re:  BBB Case # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *****************************, signed up for a LifeMD subscription program on July 2, 2023, and thereafter met virtually with a telehealth provider on July 5, 2023, July 12, 2023, August 16, 2023, and August 23, 2023.
  
  Following his August 23, 2023 visit, ****************** expressed frustrations with his experience as a LifeMD customer, complaining of difficulties receiving timely responses to certain follow-up communications he sent after a previous telehealth appointment. Pursuant to Mr. ******** request, his subscription was canceled that day.
  
  Although ****************** received the services of a LifeMD affiliated healthcare provider on multiple occasions, LifeMD acknowledges his frustration with his customer experience, and has therefore issued a refund for his subscription costs in the amount of $193.50, which refund was issued on August 29, 2023.
  
  Considering this subscription cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD
  
  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is *************************** and I only just noticed under my bank account there has been a reoccurring charge for $15 being deducted (8/4, 7/6, 6/6, 5/4 and so forth) through LifeMD despite their being no services that were ever agreed to or authorized. I am I submitted a message to the company requesting a refund of whatever charges were taken/being taken from my account and that I havent been aware of or agreeable to as well as wanting to assure no further charges occur going forward. I have still not heard back or been refunded. Im further concerned now seeing other complaints as recent as July with a similar issue regarding these fraudulent charges.

  Business response

  09/14/2023

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***************************, affirmatively agreed to enrollment in a monthly telehealth subscription plan on April 4, 2023. On that date, she met with a LifeMD affiliate medical provider and received a prescription. Pursuant to her subscription membership, ****************** was thereafter granted access to ongoing LifeMD telehealth services during the subsequent months, for which she was charged $15.00/month, and LifeMD affiliated clinicians were made available to her during that time for booking an appointment, if she so chose. The subscription pricing and enrollment were clearly disclosed to ****************** when she affirmatively consented to the same on April 4, 2023.    
  
  Notwithstanding the foregoing, as a courtesy, we have refunded *** ******** subscription costs incurred from May 4, 2023 onward (a total of $60.00). We have also canceled her subscription, and she will no longer incur recurring monthly charges. 
  
  Considering this cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have sleep problems. LifeMD sent me Ramelteon. It does nothing. *** tried contacting them to cancel order as it is being refilled every month without my permission but they say they dont recognize my email. Well I used the same email to order, so whats the deal?

  Business response

  09/08/2023

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ******************* *****, first ordered a prescription drug product from LifeMD on May 14, 2023, following authorization from an affiliated medical provider. When making this order, ************** affirmatively agreed to enrollment in a subscription program, which included monthly renewal orders. Pursuant to the subscription program to which ************** agreed, LifeMD billed him for renewal orders that shipped on June 17, 2023, and July 21, 2023, respectively. He was also rebilled on August 25, 2023, for his August monthly order. In his complaint, dated August 15, 2023, ************** indicates he had tried contacting LifeMD to cancel his order. Our records, however, show no record of any calls from the customers phone number within the past ***************************************************************** the customers member portal indicating that he wished to cancel his subscription.  
  
  Pursuant to **************** complaint, we have now canceled his subscription and refunded the $120.00 that was charged to his account on August 25, 2023. Refunds are typically processed in 7 to 10 business days.  
  
  Considering this cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company keeps charging me even though I have asked them to cancel. It is through my flexible spending account on my health insurance and trying to cancel that card would cause problems with medical. I would like for them to reimburse me for the last charge and cancel again they keep charging me for a refills, and have no way to cancel it on the website or through the patient portal. I have reached out to them. This is my last attempt

  Business response

  08/29/2023

  Re:  BBB Case # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *************************, ordered a prescription drug product from LifeMD on June 14, 2023, following authorization from an affiliated medical provider. When placing this order, **************** affirmatively agreed to enrollment in a subscription program, which included renewed orders on a monthly basis. On July 21, 2023, **************** was charged $120.00 for her recurring monthly order.  A search of our records, however, confirms that **************** attempted to contact LifeMD on July 16, 2023, with a request to cancel her subscription.  We have therefore initiated a refund of the $120.00 that **************** was charged on July 21, 2023.  Refunds typically process within 7 to 10 business days. We have also canceled *** ******* subscription in accordance with her request.
  
  Considering this cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ORDERED A TWO MONTHS SUPPLY OF. THE **** RAMELTEON.It was received, now I was ent a second bottle of two months supply again. As soon as I saw the took the money from PayPal I called Lifemed. They said I cant get my money back even though I only made one order and were very dismissive, I ordered a two mont prescription and they sent me 60 pills as prescribed one pill a night, that equals two months. They said I ordered two months which is correct -not 4 months but they said basically too bad. I told them I would not accept the shipment but they already took the money. I deleted all information and access to payp[al but want a refund from them. Thank you for your help

  Business response

  08/14/2023

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *************************, first ordered a prescription drug product from LifeMD on May 7, 2023, following authorization from an affiliated medical provider. When making this order, ****************** affirmatively agreed to enrollment in a subscription program which included renewed orders every two months. Pursuant to the subscription program to which ****************** agreed, she was billed for a second order on July 15, 2023. On July 20, 2023, ****************** called to indicate that she did not want the second order of her medication and wanted to return it. ****************** was advised that prescription products cannot be returned under the companys terms and conditions, and are non-refundable, but that her subscription would be cancelled that day per her request.
  
  Although LifeMDs terms specifically indicate that prescription products are non-refundable, the company, as a courtesy, is refunding the costs of *** ******** second order. Refunds are typically processed in 7 to 10 business days.
  
  Considering this cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $200 for a LifeMD membership on June 27, 2023. They claim to do online Telehealth to help you get a weigh loss medication approved by insurance, prescribed and administered. After doing my first appointment telehealth my provider stated I was a candidate and to move forward with a blood draw at a local lab and the benefits department will follow up with authorization. She stated that I needed to not just upload my insurance card on file but also my prescription card front and back. After the appointment I immediately uploaded my RX card and on the 29th I did my blood draw that would be sent directly LifeMD. After waiting two weeks I checked back in to see what they found out about coverage. I was told nothing was covered. I contacted my insurance and they stated that yes there was a lot of cover for many different weight loss medications that I was seeking. I message LifeMD to let them know that yes I did have coverage try this **** number. My provided first prescribed a med that was back ordered for 2.5 months. I was told this by another LifeMD provider. LifeMD clearly stated on their website that they offer 100% satisfaction or your money back. After waiting over 3 weeks and getting absolutely no where I decided to message LifeMD and ask for my money back. Once I asked for my money back I was told since I spoke with a provider I cannot get a refund. I spoke with a provider and was prescribed something that *** never be back in stock in the near future. I have called minimum of 3 times and wait times exceed 10 minutes each time. There is nothing posted on days and time that they are open. I reached after hours mid day on a Friday. The last message that I received I was told they they no longer do preauthorizations. This is false advertisement and I did not get what I signed up for.

  Business response

  08/11/2023

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***********************, signed up for a ******************** subscription membership on June 25, 2023. She thereafter met with an affiliated medical provider to discuss treatment options, including available prescription options. The customer correctly notes that the company changed its practices with regard to prior authorization submissions shortly after her subscription began. LifeMD, however, has been transparently working with **************** since that change was made, and continues to provide service to her through her subscription treatment program. Indeed, as recently as August 3, 2023, **************** wrote to LifeMD through her patient portal to authorize payment for a prescription medication that is expected to ship within the next 7 business days. 
  
  Based on the foregoing, we consider this complaint to be resolved. 
  
  LifeMD

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon reviewing my billing statements, I noticed that WorkSimpli, a subsidiary of this company was fraudulently charging my account in the amount of $39.95 each month. I never once authorized these charges nor used this service. I contacted WorkSimpli to inform them of the fraud and the fraudsters themselves replied saying all they would be willing to do is refund the most recently charge rather than the several fraudulent charges that were never authorized. They can also confirm on their own end that I was not using their services and did not authorize the charges yet they continue to deflect. They reference their terms of cancelling a free subscription but I was never the one to sign up for this in the first place and someone else illegally used my payment information yet they take zero responsibly and do not honor the laws based around fraudulent charges such as this case.

  Business response

  07/12/2023

  Hi
  We have a 30-day no questions asked refund policy. Initial sign up for the account under *******************************************************;was for our 14 day trial. It is mentioned after the 14-day full access ends your account was enrolled in the $39.95 option. After every subscription purchase we send an email to our customers to confirm their purchase and the information regarding their account. We added evidence of the email that was sent when you subscribe to the trial with the information of your subscription and what will happen after the 14 day trial ends. The cancellation for this account was on July 4, 2023. We did not receive any cancellation request before that. Our service is not based on usage it is a trial if it is not cancelled within the 14 day trial it will be enrolled in the monthly subscription. We went ahead and refunded your payment method  for the charge of  $39.95 within our refund policy. You should see the funds reflect in your account in 5-7 business days. A cancellation for your account was made. It is no longer active. We added evidence of the terms and conditions you accepted before you pay for further information. We also added evidence of the refund made, cancelation email that was sent when you subscribed to the trial. You can see in this email where we mention what will happen to the account if it is not cancelled after the 14 day trial.  In the future, you can contact us through our online chat on our website, email ********************************** or call us at ************.
  Thank you for using PDFSimpli.
  
  

  Customer response

  07/13/2023

  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:

  They continue to ignore the true problem here which is that an account was FRAUDULENTLY created using my payment information and despite informing them, they have illegally kept those funds from me and resort back to their Terms which are only relevant if I was the one who approved of the free trial. I was NEVER the one to sign up for this service, therefore I never agreed to ANY charges or TERMS with this company. They continue to dodge the issue mentioning emails (which I didn't receive) and their terms (which I knew nothing about as I NEVER signed up for this service or free trial).

   

   

   

   

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

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I saw an ad on ******** and called a number for a sleep med. The person stated that I qualified for the sleep med which would be $60.00. I never heard anything or received anything. I wrote the ******** ad again and they stated they needed my email address which I provided. I then called the Company LifeMD and spoke to an employee who stated the Doctor needed more info. I asked how was I suppose to know that? They stated there was a message in my message box which there was not. She stated the Doctor wanted to change the sleep med to Remeron or something due to my age. I said fine and she stated they would get with him and then get back to me. I heard nothing but got a text yesterday stating my account was closed and a refund was processed. It seems like a scam company, so far no refund has come to my card.

  Business response

  07/18/2023

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***************************, ordered a prescription drug product from LifeMD on June 12, 2023. In response to the order, a LifeMD affiliated clinician suggested that a different medication might be more appropriate for ********************** and requested further information from ********************** via a patient portal message. 
  
  On June 16, 2023, ********************** spoke to a customer service representative and was informed that he would need to provide the requested additional information to the medical provider before a prescription could be issued. ********************** did not provide the requested information and on June 17, 2023, he sent a message to a LifeMD representative via text asking for a refund. That same day, LifeMD issued a full refund to **********************, which typically takes 7 to 10 business days to process. Also on June 17, 2023, LifeMD sent a message to ********************** apologizing for any inconvenience and noting that his subscription account has been canceled. 
  
  Considering this cancellation and refund, we consider this complaint to be closed.    
  
  LifeMD

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for this service, but the meds were not helping me, so I went to the website to cancel. No where could I find a tab to cancel the subscription. I could not get anyone on the phone, as it went to voicemail. I sent an email to cancel but have not received any reply back. Now they have charged me another $200, and did not send any new meds or anything. Please advise! Thank you.*****************

  Business response

  06/27/2023

  Re:  BBB Case #********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *****************, ordered a prescription drug product from LifeMD on March 21, 2023, following authorization from an affiliated medical provider. When making this order, *** ******** affirmatively agreed to enrollment in a subscription program which included renewed orders every two months. Pursuant to the subscription program to which *** ******** agreed, she was billed for another order on May 27, 2023. Also on May 27, 2023, *** ******** sent a cancellation email to LifeMD, to which LifeMD inadvertently did not immediately respond. *** ********* subscription has now been cancelled and her account will not incur further charges.
  
  As a courtesy, *** ******** will also be refunded the amount she was billed on May 27, 2023.  The refund was issued on June 27, 2023, and typically processes within 7 to 10 business days.
  
  Considering this subscription cancellation and refund, we consider this complaint to be closed.   
  
  LifeMD

  Customer response

  06/30/2023

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

*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. ↩