ComplaintsforTeladoc Health, Inc.

Telemedicine

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Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I scheduled a telehealth appointment with Teladoc on 9/8/2024 for my 1 year old child. He is listed on my account as someone I could schedule for, so Teladoc was aware of his age. They still allowed me to schedule the appointment with a provider. However, the provider said that due to his age, she would not be able to treat him as he was too young. I asked the provider to clarify and she said that in no situation would she treat a child under two via telemedicine. The visit policy they provide in advance of a telemedicine visit states that providers may not be able to treat your condition or prescribe medication, but the policy doesn't state anything that a patient may be considered to be too young for telemedicine. Therefore, I believe I am owed a refund since they refused to treat my child on the basis of his age, not his condition. If providers are able to set their own policies on ages restrictions for treatment, that needs to be listed in the policy and it was not. They have refused to provide a refund despite me explaining that their visit policy does not cover this situation.
Business response
10/01/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously sent an email pertaining to your inquiry on 9/24/2024.
Please contact Our Member Support team regarding your refund request
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
Customer response
10/01/2024
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
09/15/2024
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.
website states you can prescribe medication for upper respiratory infection. I was charged $56 for a 30 second phone call and was told to go to urgent care. I was charged for absolutely nothing, got ZERO help from teladoc. I will NEVER use this service again, its a huge scam. I am not an idiot, I know what a sinus Infection feels like but ** was condescending and literally after 30 seconds on the call told ***** go to urgent care. Biggest waste of money ever, I will be telling coworkers,friends family to stay away from teladoc scammers.
Business response
09/24/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously sent an email pertaining to your inquiry on 9/22/2024. 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 09/24/2024 due to your previous experience.
If you need more help,we are available 24/7 at ************* ***********
Your Teladoc Health team
Initial Complaint
09/11/2024
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 visited ******* today hoping to get a prescription for Paxlovid due to Covid. My insurance advertised ******* as virtual provider. When I logged on, it asked my height and weight and then provider joined. He told me he cant prescribe the medication as Im a healthy male and it only is meant for people with at risk conditions. However , this was not even mentioned to me before. The conversation with the provider was 30 seconds. *** virtual provider asks you questions first and then tells you if you will be candidate for medicine before connecting you to provider . ******* refuses to refund me. This is scam company and deceitful practices . I want to report them for withholding my refund and not offering proper care
Business response
09/24/2024
Hello, 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
Initial Complaint
08/30/2024
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 8/29/24, I went to Teladoc to set up a dermatology appointment. My employer recently sent out a notice that they were providing Teladoc. The app allowed me to go through the registration for visit, upload photos, and PAY $89 for the visit! About 2 hours later, I receive a message in the app from ***** that says go see a dermatologist. This prompts me to call because I COULD NOT believe that I just paid $89 for him to say go to a dermatologist. While speaking with a representative for an hour and a half. She informs me of the following:1. She could not access my account 2. My employer does not cover dermatology Well, I am floored to say the least because IF both are case, the. Who sent me emails and messages through the Teladoc app???THEN, they CHANGED my account and DELETED the correspondence between myself and this ***************** because the app kicked me out and when I got back on, it had nothing!! She tried to tell me that the username I gave her was incorrect and created in 2021 when in fact it was created 8/19/24. There were just too many RED FLAGS. THEN, I get another email at 4:23 am on 8/30/24 saying they have posted a message BUT I could not retrieve it and it keep saying that there was an internal error within their system. I call them and another representative says she cant see any message that was sent to me. This is unreal and YES, I do think that it is criminal because they CLEARLY intended to file on my health insurance while knowing that I only had general medical coverage WHICH by the way is NOW showing up in the account that she claimed wasnt correct. Also, because they have access to all personal and medical information. When I asked her if she wanted the confirmation number from the dermatologist visit, she initial said no but about 45 mins later, she says she can lookup the information with it. Now that is suspicious.
Business response
09/10/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 9/3/2024 via email.
Please contact Our Member Support team regarding your refund request at ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
Initial Complaint
08/29/2024
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.
I had one appointment with Teladoc and the doctor prescribed me medication. The medication was not working, so I called back and tried to leave a message for the provider. I saw the staff at Teladoc advise me that I needed to have another appointment and doing so I spoke to another doctor that was not able to prescribe me anything Different and he advised me to contact customer service to get a refund because literally nothing happened on the phone call. I would like to get my money refunded of the $56 for my second appointment.
Business response
09/10/2024
Hi *****,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 8/29/2024 via email. 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
08/27/2024
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.
I had a Teledoc appointment on August 21, 2024. I was having severe full leg cramping. It was so bad it felt like someone was cutting my leg open. The prior two nights I only slept for about 4 hours total. I had my PCP in a couple of days, but I could not wait. That's why I made the appointment. I paid my co-payment of $10 entered all my health information. The doctor came on the screen. I tried to tell him what going on, and he kept interrupting me. Ask when my next PCP visit was. I told him in a few days. He said probably your back. Just wait to see your PCP in two days. My TOTAl "visit" time with the provider lasted 4 minutes. I paid my $10 copay and my insurance paid $45 for a total of $55. So the company was paid $13.75 per minute just to tell me to go to my PCP. I have reached out many different times via email, and no one has yet to contact me regarding my concerns. I completed their surveys they send after visits and they have not contacted me. There is absolutely NO way to receive adequate medical advise in 4 minutes.
Business response
09/10/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 8/29/2024 via email. 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 ************* ***********
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
Initial Complaint
08/23/2024
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.
** did not provide any service and then promised refund for business. Business refused to credit me as promised.
Business response
09/03/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 8/23/2024 via email. 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
09/03/2024
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]
I was told by the MD to call for a refund. When I called you refused to process

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

Sincerely,

***** ***

Customer response
09/19/2024
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]
Was promised refund. Not another scam visit

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

Sincerely,

***** ***

Business response
09/24/2024
Hi *****,
Please contact us so we can gather more details pertaining to the provider instructions you received regarding a refund.
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 Health team
Initial Complaint
08/22/2024
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 scheduled a meeting with Teladoc, specifically requesting for the treatment of high cholesterol. When I joined, my healthcare provider said Teladoc does not allow treatment of high cholesterol and hence I could not be treated. I was charged and asked Teladoc for an explanation. They responded that they would not refund me and ignored my subsequent emails.For the record, other than this experience, I have been using Teladoc with no problems for two years. I will be willing to give the benefit of the doubt if Teladoc helps me resolve this incident.
Business response
09/03/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 8/25/2024 via email. 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
09/03/2024
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]
I believe since de facto teladoc does not treat the condition (as described by my physician), it was unethical to sign me up for an appointment to begin with. There was no attempt to treat me, my physician just told me they don't treat cholesterol and left.

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

Sincerely,

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

Business response
09/10/2024
Hi,
Were so sorry you werent satisfied with your recent visit.
We were able to apply a free visit to your account on 9/10/2024 due to your previous experience.
If you need more help,we are available 24/7 at ************* ***********

Your Teladoc Health team
Initial Complaint
08/22/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Confirmation #: ******** This dispute is regarding wrong diagnosis of my son by provider and prescribing him high steroids medication to the young adult. The provider also did not give details of what could have caused this issue and reason for prescribing high steroids medication. This is very serious health related issue and Teladoc completely refuse to accept this. I was told by Teladoc customer service agent before booking appointment that I would be refunded the money if provider did not provide proper service. I did call Teladoc 3 times and raised my concerns and they did not address and refused to refund the money I paid.
Business response
09/03/2024
Hi,
Thanks for getting in touch with Teladoc Health! Member Support will be reaching out to assist you with your Teladoc Health Benefit on 9/3/2024. We have been notified of your need for support and want you to get the assistance you need.
If we are unable to establish contact 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 Health team
Customer response
09/04/2024
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:

They haven't reached out to me yet to address my concerns. Also instead of taking this issue seriously even though its related to health they responded with a generic response with no details on resolving this issue. This is very disrespectful and poor customer service. I am very disappointed and its not been addressed satisfactorily. I reject this response from the business.

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

Sincerely,

****** *****

Business response
10/01/2024
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. We would like to speak with you to get more information pertaining to your concern. Contact our escalation team at your convenience.
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 Health team
Customer response
10/01/2024
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 the 4th time they sent same response. It seems business does not care about the customer and they have no intension to listen/address customer concerns and that is why they have setup automated response. I have already called these numbers 3 times have spoke to 3 different representative but nothing happened. This is the worst customer service and a company. I will never recommend anybody to user ******************** services

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

Sincerely,

****** *****
Initial Complaint
08/19/2024
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 August 14th 2024 I attempted to use this service. I was on the phone for 1 min 47 seconds and was essentially denied service. I was told to go to urgent care, but they still charged me $65. After getting off the phone with them I called my local healthcare provider and had a prescription 20 mins later without an office visit. In no other industry is it acceptable to deny someone service and still charge them!
Business response
09/02/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously responded to your inquiry on 8/19/2024 via email. 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
09/02/2024
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:

No service was offered, I received no medical treatment. The call was less than two minutes (just long enough to tell me to go somewhere else). The terms of service does not release the company from operating in an ethical manner. Just because they have fine print, it doesn't excuse them from doing what's right!

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

Sincerely,

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

Business response
09/10/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We were able to apply a free visit to your account on 9/10/2024 due to your previous experience.
If you need more help, we are available 24/7 at ************* ***********
Your Teladoc Health team

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ComplaintsforTeladoc Health, Inc.

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