Business Profile

Telemedicine

Teladoc Health, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Teladoc Health, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

535 total complaints in the last 3 years.
185 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/26/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/11/22 I called into Teladoc regarding getting a prescription for an antibiotic for a confirmed UTI via a home test. I opted for a video call to show the positive test. I spoke to the doctor **** than a minute before the call dropped. He called me back on the phone to confirm he would prescribe me Batrim, I told him that Im usually given Cephalexin which is what I preferred, but he said hed already sent it over to the pharmacy. I was rushed off the phone and picked up what he prescribed. I took it for 5 days for it not to work. I take a loss for the first charge as the prescription was filled, but he took no time to listen to my request. I had to call back on 9/21/22 to try to get the issue resolved to see if I could get what Id asked for in the beginning. The doctor took ****************************************************************************************************************************** I said do they do that? He said, yes becuase I wasnt able to help you and it had to do with an issue regarding something I had already called about. I was charged $49 for nothing, I was not treated and had to go to my primary to get treated for what I already knew I had. **************** is virtually impossible to get through to a human person, I essentially got a generic email saying they dont do refunds even though I told them verbatim what the doctor had told me. My issue is that the doctor took **** than a minute each time and if the doctor from the first visit on 9/11/22 had taken the time to ask me what Id been prescribed in the past & my preference then I wouldnt have had issues with the new prescription to only be charged a second time for the same issue that wasnt satisfactory patient care the first time. Charging for care not received and certainly if there were issues with the first Rx isnt right. Horrible experience, customer care and overall service with this company. I will never use again.
Business Response
Date: 10/06/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 09/23/2022.
Customer Answer
Date: 10/12/2022
Better Business Bureau:

The first doctor did not listen to my request for the prescription of choice and the second doctor assured me that since he was unable to assist me that I would be allowed a refund for a less than a minute phone call.

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

Sincerely,

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

Business Response
Date: 10/24/2022
Hi *******
Thanks for getting in touch with Teladoc. Were so sorry you werent satisfied with your recent visit. 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 ************* ***********
Initial Complaint
Date:09/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 19th, 2022 I submitted a dermatology concern to Teledoc with photos and a description of my concern. The "visit" cost me $85. The provider I was supposedly connected to responded shortly after saying they couldn't help me and that I'd need to come in for an in-person visit (but there was no dr. referral so I can't actually schedule the recommended visit) because the "lesion" looks like it could be cancerous or could be a mole. The photos I submitted show zero lesions or discoloration, rather I was concerned about something completely different, so they clearly didn't even look at my photos or read my concern. When I followed up saying exactly this and asking for help with at least a referral they responded and said the case was closed and they couldn't help me, too bad. I requested a refund (since they didn't even look at my concern) and their response was to look at their disclosure and that there's no refund available. I called to speak with customer support or some sort of quality control and they said there's nobody to speak with, nothing they can or will do. They were extremely rude, and basically said yes they'd taken my money for nothing and I have no recourse.
Business Response
Date: 10/15/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 09/22/2022.
Customer Answer
Date: 10/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The business has NOT contacted me and there has been no resolution in the case.

Sincerely,

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

Business Response
Date: 10/24/2022
Hi ****** -
Thanks for getting in touch with Teladoc. Were so sorry you werent satisfied with your recent visit. 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.
Initial Complaint
Date:09/21/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used this service because I had a severe magine. A person got on the video chat , asked me no medical questions or current symptoms and said there was nothing he could to to go to the emergency room.He spent less than 2 min with **** called them customer service immediately and they kept me on the phone 43 min will not issue refund and would not allow me to speak to a supervisor. I have requested a refund and they said no. 2 min with a man they claim is a doctor asked me nothing and said go to an emergency. I did not pay $75 for a 2 min convo.
Business Response
Date: 09/29/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 09/22/2022.
Initial Complaint
Date:09/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Scheduled an appointment with Teladoc for a gout flare up on 9/14/22. I was in a lot of pain and I informed the doctor. I told him that when it is this bad I usually get ********** and ****************** dose pack. He was very rude from the start and did not listen to anything I had to say. He even went as far as telling me that he did not care what other providers have done for me in the past. He informed me he would ********* ********** and ****************** dose pack. After contacting the pharmacy, I realized that he only ordered TWO PILLS WHICH IS ONLY ENOUGH FOR ONE DAY. Gout flare up can last from 5 days to over a week, and I have never had a doctor ********* just two pills to treat a gout flare up. This is a medication that has to be taken for several days to get rid of the inflammation to prevent permanent joint damage. I just could not believe it when I was told he only ordered two pills. I believe he did it purposefully because I was advocating for myself after his terrible attitude towards me. He did not ********* the ****************** like he said he would. I had to schedule another appointment and paid for another visit to get the dose *** that was needed to control my bad gout flare up. The second provider was able to ********* the dose *** without any hassle and before I even asked , because he knew that it is his duty to properly treat his patients. My wife will not let this go. She is a nurse of ********************************************************** *******. So she was fuming when I told her what happened to me. She states it is the responsibility of a medical provider to provide appropriate treatment for apparent or diagnosed illness. This is failure to provide standard of care. I have had these meds *********d by other doctors at Teladoc without any issues when I had flare **** This doctor is the only one that has ever *********d TWO PILLS since I was diagnosed with gout years ago. Because they know that two pills will not help at all.
Business Response
Date: 09/29/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 09/20/2022.
Customer Answer
Date: 10/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

This is totally untrue! I have not spoken to anyone about this complaint, and I have not received a refund. The only action this company took was to CLOSE MY ACCOUNT after I submitted the complaint. But I will not allow this to be swept under the rug. I will ensure that it is addressed and that this never happens to anyone else. My wife's account with Teladoc was also closed after I Submitted the complaint, even though she wasn't a part of the complaint. I need to get a refund because I had to pay two times to get the medication that I should have gotten from the first 'doctor. ******* Absolutely no integrity.

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

Sincerely,

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

Customer Answer
Date: 02/23/2023
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:

The response is simply a copy and paste of the previous responses. As I have already mentioned, gout is managed with ********** and ******************, not with ER/UC visits. It is a chronic condition. Flare-*** can be mild to severe. Moreover, I previously received proper treatments from Teladoc for similar flares. The 'doctor' only prescribed TWO PILLS to treat a gout flare. This has never happened since I was diagnosed with gout. In addition, I had to pay for a second visit in order to get what the first 'doctor' should have ordered in the first place. Lastly, I have not received a missed call/ voicemail from Teladoc, but I would like to receive any and all communication from Teladoc to be in writing.
I believe Teladoc is simply trying to change the BBB rating that was added when my complaint was closed. The response before this stated my account was temporary even though I have been using the same account for a long time. Teladoc also closed my wife's and my daughter's accounts shortly after I submitted the complaint. Shame on you. We will also be reporting this to the Joint Commission.

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

Sincerely,

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

Business Response
Date: 04/17/2023
Hi ******,
We are sorry to hear you were disappointed with your Teladoc experience.
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
Date:09/13/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I made an visual appointment, because I didnt have time to have once in person. However , i didnt even have a little conversation with the dermatologist about my issue. After 5 mins, she sent out a prescription already. I also listed ********* did not work on my skin , it made it worse and she still put it in my prescription , the oral medicine which I had before didnt even work out for me. I felt like I just got a scam.
Business Response
Date: 09/26/2022
We are in the process of reviewing your concern.
Initial Complaint
Date:09/12/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a visit with a doctor to get medication for my depression. I paid 49 dollars to have someone attempt to push me off on others doctors. My concerns and symptoms werent taken seriously and after a seven minute phone call Im back to **********. The doctor was obviously washing dishes and took this call not to help but to make a quick buck.
Business Response
Date: 10/06/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 09/16/2022.
Initial Complaint
Date:09/06/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This afternoon, I set up an account to request a visit from a doctor to have a medical exemption form signed. Nowhere on the website was there any notice saying that the company does not sign forms. When I spoke to the physician, the physician promptly informed me that she could not sign any form, that she was only an urgent care physician, and that I needed to see a general care physician. I asked her if I could receive a refund for the visit, since the phone call lasted for less than 2 minutes and she was entirely unable to help me, and she said that she could not do anything and that I should contact customer service. I then called customer service and spoke with *************************************** who was very kind yet remarkably unhelpful. She continued to act like she was trying to help me by taking breaks and typing on her computer, but she said that they could not offer a refund because of some type of notice that I should have reviewed when I scheduled the appointment. I informed her there was no notice and I did not click or receive any information about that fact. There is no reason that I should not be refunded my 75 DOLLAR visit charge when (1) I did not see any notice (2), and I was unable to receive any help during the less-than-two-minute phone call. Please refund my card. Thank you.
Business Response
Date: 09/15/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 09/08/2022.
Customer Answer
Date: 09/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

The compamy has not provided me with a refund. It only sent me the following form response:

"Teladocs ***************************** has received and reviewed the feedback provided regarding your most recent visit. On behalf of Teladoc, we would like to extend our sincerest apologies for falling short of your expectations. We take pride in delivering quality healthcare while striving for complete patient satisfaction and appreciate that youve allowed us this opportunity to address your concerns.

We have completed an investigation into the matter, having done so in a confidential manner, providing privacy to all parties. As part of that process, we have evaluated events leading up to and following the virtual encounter and have pursued systems enhancements and training opportunities where appropriate.

We will continue to work hard to earn your trust while fulfilling your healthcare needs."

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

Sincerely,

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

Business Response
Date: 09/29/2022
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
Initial Complaint
Date:08/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Teladoc charged me the full amount for a visit on 8/2 despite having my insurance information on file. When I tried to request a refund, their *************************** said there was a system error but they did not know what happened. They then directed me to contact my insurance company for a refund even though Teladoc was the one that charged me. As requested by Teladoc, I reached out to my insurance company who told me to get a refund from Teladoc. They contacted Teladoc with me on the line. We were told my request for a refund would be escalated and that we would receive a call back within a day but that call never came. I called back a week later and found out I had to contact the ***************** because the *************************** could not tell me anything about my case after being on hold for 30 minutes. 2 weeks after initially contacting Teladoc about my issue, a rep from the ***************** called back but they claimed they could only refund me partially for what the insurance company covered (even though they charged me the full amount). They said I need to reach out to my insurance company for the remaining amount. I explained I had a follow-up visit on 8/29 and was concerned about being overcharged again. They said everything looks good on their end, and that there should not be errors but they could not guarantee an issue would not occur. Today, I see another charge for the full amount for the follow-up visit. I try to give companies the benefit of the doubt, but it really seems like they do not want to refund customers even if they are in the wrong. Their reps are either misleading customers about ongoing issues or directing them to insurance companies instead. I would like full refunds for what my card was charged as my insurance company is covering my visits in part. It makes no sense for me to go to my insurance company for money that Teladoc got directly from me. P.S. PLEASE FIX THE PAYMENT ISSUES WITHIN TELADOC'S SYSTEM.
Business Response
Date: 09/08/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 08/26/2022.
Customer Answer
Date: 09/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Teladoc offered to partially refund me an amount which is not acceptable and does not resolve this complaint. From what I understand, their system erroneously charged me the full amount for services. I would like full refunds for the 2 charges ($190 and $95) as Aetna has directed me to get any refunds back from Teladoc.

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

Sincerely,

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

Customer Answer
Date: 09/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I spoke with a representative in the Teladoc ***************** on 9/20/22. They claim that I am responsible for the full service costs of both visits. However, ***** says I am covered. Please see attached Explanation of Benefits statements for both visits which show a discounted member rate and Aetna covering a portion of the services leaving me with owing $35 for each visit. Aetna has already sent checks to Teladoc to cover what they are paying for these services. I am kindly asking yet again for a refund totaling in the amount of $215 as according to my insurance company, I only owe $70 in total for the two visits. Thank you in advance.

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

Sincerely,

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

Business Response
Date: 09/29/2022
Hi *****,

Thanks for getting in touch about your visit fee. The amount you pay depends on the benefits provided to you by your employer or health plan. You can see this amount when you schedule your appointment.

If you have further questions about your visit fee, please contact us at ************* *********** Were here for you 24/7.

Your Teladoc team
Initial Complaint
Date:08/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Teladoc after what I things was a run of the mill cold but my job is very strict and requires a doctor's note before they will clear me to return to work. I had a negative covid test and no more symptoms. I paid $40 for this note stating that it was ok to return to work. I listed this as my reason for an appointment. Then I told the doctor on the very rushed 1 minute and 30 second call. The doctor assured me I would have this note in my email within 10 minutes. The email I received was a diagnosis of an upper respiratory infection and an excuse to stay out of work. I Called and asked for the note I requested and was told they don't issue notes to return to work. I requested a refund for not only not receiving the note which was my entire reason for the visit but also for the fraudulent care I received by the Doctor who asked me 0 questions, lied to me about a note he did not provide and diagnosed me within 1 minute and 30 seconds. I did not receive a refund and still need to be cleared to return to work and need the refund to pay for a real doctor
Business Response
Date: 09/06/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 08/30/2022.
Initial Complaint
Date:08/26/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an appointment yesterday with Teledoc. When I spoke with the doctor she was unable to help me. I was trying to get a letter for my *** certified dog. She told me I would have to use a local doctor. We were on the phone for less than 5 minutes. I have tried several times to call them to get a refund and I can't get through to anyone.
Business Response
Date: 09/06/2022
We have been in direct contact with this member regarding their concern and resolved the issue on 08/30/2022.
Customer Answer
Date: 09/13/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have had no contact from this vendor, direct or otherwise, and a refund has not been issued.

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

Sincerely,

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

Business Response
Date: 09/23/2022
Hi ******* -
We reached out directly to you on 09/21/2022 regarding their concern. Please contact us directly at ************.
Your Teladoc team Member Support

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Teladoc Health, Inc. is NOT a BBB Accredited Business.