ComplaintsforTeladoc Health, Inc.

Telemedicine

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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called Teladoc to do an online appointment. They charged $49.99 for the call. The doctor came on, dashed what was wrong. I told him the situation, spent 25 seconds on the phone with him, he told me he couldnt help me, that I needed to go to urgent care and then hung up. He did not ask any medical questions, history or anything medically inclined! I told him I needed to be seen for a *** ********* my husband had and he told he he doesnt treat ****.
Business response
07/25/2024
Hi,

Thanks for getting in touch with Teladoc. We are sorry to hear that you werent satisfied with your recent visit. We appreciate your feedback and want you to know that we constantly strive for excellence.

While Teladoc physicians can prescribe medications, not every visit will result in a prescription being written. Our physicians rely on your medical history and symptoms to determine whats right for you. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating doctor. *********** team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

Teladoc policy:

By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.

To learn more about our frequently asked questions or our prescription policy, you can go to: ************************************************************
*****************************************************

If you need more help, we are available 24/7 at ************* ***********

Your Teladoc team

Member Support
P: ************
Email: *********************************
Teladoc.com

Customer response
07/26/2024
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]

The company did not ask me any medical questions to determine if they can help me or not. I told them what my husband was diagnosed with.. Bacteria Vaginosis and that I needed treatment. He told me its against the law to treat that over the phone and hung up: He was on the phone with me for *********************************************************************** my health. This diagnosis is common and treatable online. I went to another company after this call and was treated. This doctor did not want to help at all and I feel like the company is scamming people out of their money. I paid $49.99 or a treatment that is commonly diagnosed online and thus company is just taking peoples money.

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

Sincerely,

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

Business response
07/31/2024
Hi,
We were able to apply a free visit to your account on 7/31/2024 due to your previous experience.
If you require additional assistance please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
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,

***************************
Initial Complaint
07/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/14/24 I tried to have an appointment with Teladoc. They do not cover services for my need. Rather than cancelling or representative reaching out a provider called to state services not available. Since provider called and marked visit complete without covering any medical information or asking any questions in regards to health I was charged. Because provider was the one who called and marked complete, the charge is non refundable. There are no guard rails. Because I needed a Dexcom G7 sensor, which Teladoc considers durable medical equipment (DME), which is what I put in my request for appointment. The provider was the one to call me and state not something that is covered by Teladoc and should go to urgent care. My doctors were unavailable. I had to use another service and in less than 15 with health questions, which Teladoc asked none. Not one question in regards to my health, I was able to get my prescription filled. Because the provider called and that was a "visit" my charge was non refundable.
Business response
07/23/2024
Hi, Thank you for contacting Teladoc Health. Our records indicate that your request for a refund has been approved. Please allow 7-14 business days for the funds to be available back to your account. Please accept our apology, and if you require further assistance, please feel free to contact us at ************. We at Teladoc Health look forward to serving all your healthcare needs. Your Teladoc Health team
Customer response
07/23/2024
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
07/05/2024
Complaint Type:
Product Issues
Status:
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.
I reached out to Teladoc on 7/4/24 to get a prescription for pink eye. I paid the $20 copay, spoke with a doctor, and received a prescription for my local pharmacy ************ Unfortunately, due to the holiday, the pharmacy was closed. On the morning of 7/5/24, I received a call from ********* informing me they were out of the prescription I needed and that no ********* within an hour of my location had it in stock. I confirmed that my local Rite Aid had the prescription available, so I went to the Teladoc app to have the prescription sent to a different pharmacy.There was no self-service option or instruction on how to send it to a different pharmacy. According to my appointment notes, it stated, if you have any follow-*** about your visit, please request a new visit or see your PCP. Following this instruction, I requested a new visit and paid another $20 copay. This visit lasted only 3 minutes, during which I confirmed the new pharmacy address with the doctor. I contacted Teladoc customer service to request a refund for the second appointment, as it was just a follow-up to change the pharmacy. I was informed that I should have called Teladoc to change the pharmacy rather than requesting a new visit. I was only following the system message that instructed me to request a visit. If contacting Teladoc directly was the correct procedure for changing the pharmacy, this should have been clearly communicated in the message they sent.The customer service representative kept me on the line for over 30 minutes, only to escalate my issue, which resulted in an email later that day reiterating that they could not refund me. I am disappointed that their self-service system is misleading and that they do not prioritize customer experience.
Business response
07/16/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 7/5/2024 via email regarding the outcome of Teladocs review. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).
Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written.Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
We were able to apply a free visit to your account on 7/8/2024 due to your previous experience.
If you need more help,we are available 24/7 at ************* ***********
Initial Complaint
07/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
Teladoc customer service is horrible but my Therapist ************************* is great. Its the call center Im speaking on the horrible experience. Every one I speak with from the call center lack competence. Im under serious doctor care. Every time on the line with them I am triggered by one of the reps. I requested my mental health records so I can provide them to whom which is needed but Teladoc is now telling me to get records which use to be available on the app is not taking ********************************************************************************************* through the new process of requesting the records. My mental is extremely fragile and I have a set back each time I have to talk to one of those reps. **** are extremely nonchalant and should not be servicing someones patient!
Business response
07/16/2024
Hi,
Thanks for getting in touch with Teladoc Health! We are reaching out to assist you with your Teladoc Health Benefit. We have been notified of your need for support and want you to get the assistance you need.
Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
Please give us a call at ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Initial Complaint
07/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Ive used Teladoc quite a few times through my insurance usually for minor things. I call the other day because of bad allergic reaction to being around cats which Ive been allergic all my life but yet the Dr. says he cant diagnose me without having my vitals, a chest X-ray and blah blah blah said I required a urgent care facility or my pcp. Had I been as bad as he made out to be I would have went to the emergency room, I know when and when not something is an emergency situation otherwise I would have never called, there was a note in my files that said I agreed with him and was going to do follow his suggestion .. well of course I am now that they didnt help, what other choice do I have?. I dont understand why you cant get your copay back if they dont help you, So i basically just gave them money.I wont be using them again thats for sure, ***** cause it was so convenient.
Business response
07/16/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 7/7/2024 via email regarding the outcome of Teladocs review. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).
Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written.Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
If you need more help, we are available 24/7 at ************* ***********
Your Teladoc Health team
Initial Complaint
06/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 27th I had an appointment with a psychiatrist over the phone. I have been dealing with serious anxiety and have a hard time focusing so I knew I needed to see someone to get my meds in line. This doctor judged me, make me feel insignificant and basically ignored me and told me I needed to go see someone in person. I feel its because I had previously taken ***** and I cant help that I was prescribed that. I felt judged and discriminated against for being truthful about what medications have been prescribed to me. She would not help or even give suggestions except when I have time go see someone in person, that was her whole diagnoses! I want the company to hire better doctors and be more clear with expectations and not discriminate against me for someone thing a DOCTOR prescribed me
Business response
07/02/2024
Hi *****,

Thanks for getting in touch about your recent visit. We appreciate your feedback and are sorry to hear about your experience. We want you to know that we constantly strive for excellence. As such, weve submitted your concern to our Quality of Care and ************************* Theyll review the details and take all proper action with the physician.

If there is anything else we can do to assist you, we are available 24/7 at ************* ***********
Thank you.

Your Teladoc team
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Teledoc description stated 'online visit with 'physician' for a number for purposes. One purpose was specifically stated as "Prescription refill". I recently moved from one state to another and there is a several month wait to establish with a new physician at new location. I have two medications that are running out and per teledoc service description a visit with a teledoc physician for "prescription refill" was a service they provide. They do have a list of medications that they cannot refill. Both my the medications that I needed are not on that list. I should also note that both of the meds I needed are not controlled substances, not pain medications, not sedatives, not of any abuse use. One is common medication for hypertension, the other is for a chronic medical problem. Prior to the phone call visit, I filled out an online form stating my medical history, medications, and reason for my visit. I clearly stated that my visit was to obtain a refill of the two medications by name until I can get an appointment with a regular physician at my new residence. ****** a few seconds of the phone appointment, I was told that one of the medications is not on teledoc's 'formulary" and thus they cannot provide a prescription for it. This is not stated by teledoc prior to making the appointment. And since it is a separate pharmacy that fills the prescriptions, why would teledoc even have their own "formulary" that they need to adhere to? And this "formulary" is not available for my to check prior to making and paying for the appointment. The other med (a blood pressure med), I was told i need to make another appointment and upload a picture of the actual prescription/bottle to prove that I have taking that medication. Why do I need to do this if I am having an actual appointment with a teledoc physician? So despite the advertising and my making the appt for "med refill" I received no med refill. requesting refund since I did not receive any service
Business response
07/10/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 7/1/2024 via email regarding the outcome of Teladocs review. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).
Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written.Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
If you need more help,we are available 24/7 at ************* *********).

Your Teladoc Health team
Customer response
07/10/2024
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:

Dealing with teledoc is a waste of time. they always use this same response. and this response is not applicable.

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

Sincerely,

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

Business response
07/16/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 7/1/2024 via email regarding the outcome of Teladocs review. Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).
Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written.Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
We were able to apply a free visit to your account on 6/27/2024 due to your previous experience.
If you need more help, we are available 24/7 at ************* **********.
Initial Complaint
06/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I CAN'T UNDERSTANDING WHY THIS COMPANY DO NOT TAKE SERIOUSLY THE REQUEST FROM THE PEOPLE. I NEVER ASK FOR ANY SERVICE, I NEVER CONTACT THIS COMPANY, I NEVER BE MEMBER FOR THIS COMPANY, I NEVER GIVE MY NAME AND ADDRESS. AND THIS COMPANY NEVER RESPECT MY PERSONAL DECISION. I TELL THEM SEVERAL TIME TO STOP USING MY NAME AND ADDRESS TO SEND MARKETING LETTERS. I HAVE MY OWN DOCTOR AND I DON'T NEED OTHER ONE. SO STOP/SUPPRESS/ERASE MY NAME FROM THE MARKETING LIST. (THIS COMPANY RESPOND TO CALL THEM TO TAKE CARE AND NEVER, NEVER TAKE CARE TO ERASE MY INFO)
Business response
07/03/2024
Hello ********, Thank you for contacting Teladoc Health. We do apologize for any inconvenience. In order to unsubscribe you from [emails/phone calls/texts/all communications], we need to verify your account. Please give us a call at ************. Your Teladoc Health team Member Support
Customer response
07/03/2024
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 the third time that I tell this company to suppress my name and address from ********************* I am NO a customers from them. But this company insisted to me to be enroll at they programs that I don't need it.

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

Sincerely,

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

Business response
07/31/2024
Hello ********, We reached out via phone in attempt to assist you with your request on 7/23. Please call ************ for immediate assistance.The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Customer response
07/31/2024
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]

The same response from this company with out solutions. Are you read my messages? No matter if I call you company, your personal do not have a clue how removed my name and address since I'm no a customer from your company. Can some body else (from the top personal) can call me or sent me a phone number other the the regular 1800 to have a conversation? Otherwise you can no provide with real solutions. Thanks

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

Sincerely,

*******************************
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The company is impossible to get records from. I tried through the website, they sent me HIPPA paperwork, and for 45 days Ive been trying to get them to submit paperwork to my PCP that I need in order to get medication that Teledoc is unable to provide. When following up today, they hung up on me or told me information that suddenly was available but not mentioned in the last 45 days.
Business response
06/27/2024
Hello ******, Thanks for getting in touch about your medical records. Our Member Support Team responded via email on 06/4/2024 and advised steps to retrieve medical record and also sent the ***** authorizations. Youll need to complete and submit. You can also access your medical records by logging in to your member portal at Teladoc.com/Sign In Once its complete, you can send by: Email to: *********************************
Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.
Your Teladoc team
Customer response
06/27/2024
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 did talk to someone on June 14th, and on June 16th, and June 4th, and several times on June 20th and June 22nd. I filled out the documents that you are acting like I haven't and returned them on June 6th. Further more, I had to schedule ANOTHER APPOINTMENT WITH TELADOC, to get the "online print your own documents" to not give me an error. Had I not met my deductibles for the year, would you have charged me because your system is that flawed?

June 22nd I was told I was in a 72 hour holding pattern and someone would call me back about my records. No one did. I was told that a nurse connection would reach out in 24 hours after I had my newly scheduled doctor ************ where the WHOLE VISIT WAS ME TRYING TO GET MY DOCUMENTS. That call? Was 24 hours later than I was told it was going to be. Your care team provided fake emails for me to send documents to.

If you go look at the email you mentioned's inbox, you'll find my HIPPA notice from June 6th, and on June 24th, as well as several emails that you never responded to.

I will now also be filing a complaint with the **************** as well.

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

Sincerely,

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

Customer response
07/03/2024
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 would like it to be clear that before I got this call, I received a certified letter informing me you all would not treat me and how to go about getting my records. The records, that I've been requesting for 60 days. The records that you would release once I have new care, which I confirmed May 16th.
To make me wait longer than 30 days is illegal, which is why I have also filed complaints with two medical boards. AND, the call today was to "get information so that I can help you get these files" where I was told to fill out the ***** form I email over on June 6th and June 24th.
I have been retested and no longer need these documents from Teladoc. My complaint is now updated as follows: Medical files have to be given within 30 days of being requested, legally. You all failed to do that. I want to hear from Teladoc what will be done going forward and how it will be clearer to patients how they can get their records when the website fails to produce them when you request it or gives you a refresh error.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
07/16/2024
Hello ******,
Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
Please call ************ to provide your feedback. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.
Your Teladoc team
Initial Complaint
06/18/2024
Complaint Type:
Product Issues
Status:
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.
I began to experience UTI symptoms + cloudy urine. I was unable to make it to urgent care (Friday evening) prior to close and remembered that my employer pays for Teladoc services for urgent needs via telehealth. This is advertised for simple things including uti related symptoms. I indicated I was a male and was having UTI symptoms on the intake form. No hard stops were present to indicate that Teladoc would not treat men w/ UTI symptoms, just the blanket "disclaimer", no discussion of no refund policy. When I met w/ the provider he indicated that it was "Teladoc policy" that they cannot treat males w/ UTI symptoms...blanket, no ifs ands or buts. If this was truly the case and Teladoc KNOWINGLY had this info prior to me paying or being scheduled, there should have been a hard stop in place to prevent me from paying and scheduling when it was known that a provider would not be able to treat. No consultation, education or treatment plan was arranged. So what did I actually pay for? 2-3 minutes for the provider to tell me about their policy and go to an urgent care or ** for something that could have been empirically started and follow up w/ my PCP. This is a shell game for Teladoc to collect money from unknowing patients. I would like a refund and I will provide the same feedback to my employer/insurer about the lack of oversight of their "services".
Business response
06/27/2024
Hi,
We are sorry to hear that you werent satisfied with your recent visit. We appreciate your feedback and want you to know that we constantly strive for excellence.
We previously responded to your inquiry on 06/13/2024 & 06/23/2024 via email regarding the outcome of Teladocs review.
While Teladoc physicians can prescribe medications, not every visit will result in a prescription being written. Our physicians rely on your medical history and symptoms to determine whats right for you. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating doctor. Our team has reviewed your refund request, but unfortunately,we are not able to honor it per our visit policy (included below for your convenience).
Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written.Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
We were able to apply a free visit to your account on 6/27/2024 due to your previous experience.
If you need more help,we are available 24/7 at ************* *********).

Your Teladoc Health team

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