Complaints

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:10/05/2022

  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 line doc appointment, charged card offers no person contact refused to call me did not provide stated service.

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 16, 2023/01/11) */ ******* ******* - submitted online consultation on October 5, 2022 at 9:48AM October 5, 2022 we did sent the medication to the pharmacy, patient emailed us saying the pharmacy didn't received the medication. Our staff responded back to the patient saying they need to contact the pharmacy since it was sent already to Walgreens. Our staff member called the pharmacy and spoke to Tiffany(pharmacy tech),she confirmed that they've got the prescription. However, it looked like that the insurance did not cover it. Afterwards, we sent this message to the patient, patient asked if someone can call him. Our staff member called the patient and informed the patient that he can use Rxcard to help cover his medications. Patient agreed to use the Rxcard and he said he will cancel the complaint and no other questions.

• Initial Complaint

  Date:10/02/2022

  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.

  I need my refund. My son ***** ***** 1/19/2019 waited 9 hours for any medication and a refund, nothing!

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 7, 2022/10/18) */ ******* ***** - submitted online consultation October 02, 2022 at 12:08 AM. There is no service rendered for this patient, they went to an urgent care to get treated. We refunded the patient in full amount.

• Initial Complaint

  Date:09/17/2022

  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.

  Horrible, this service is completely unethical. I submitted everything at 10:30 am, then did not receive a call until 1:30pm regarding my needs. However, prior, I had texted their customer service - no response for an hour and requested a call within 30 mins from customer service- never called. After over 4 hours, I was finally able to speak up someone to get my prescription, I requested a refund of they fee as they didn't follow their timeline provided and were completely unresponsive. When I asked for a refund, they unethically took it upon themselves to then cancel my prescription at the pharmacy without my authorization or even telling me in advance. They attempted to tell me well bc you either get the prescription or a refund even though the services rendered were horrible untimely and they chose to act unethically by canceling my prescription. I don't even believe I spoke to an actual dr, just a customer service rep.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 9, 2022/10/18) */ ********* ****** - submitted online consultation on September 17, 2022 at 9:20 AM Our medical provider was able to speak to the patient and prescribed a medication. After we sent the medication, patient emailed and tested us asking for a refund because of the 4 hrs delay. Our staff member was able to assist the patient by calling the pharmacist to check if it's ready for pick up, we were able to speak to Renita the pharmacist and confirmed the patient was able picked up the medication. Patient is insisting to get a refund even if we provided the service. Consumer Response /* (3000, 11, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a lie and an inaccurate account of what actually occurred. I never spoke to an actual doctor regarding my case. They called the pharmacy and cancelled my prescription without notice or disclosure which is unethical. This has also been disputed with the bank and I will report to a medical board if needed. Their response does not align with the original complaint and is not truthful.

• Initial Complaint

  Date:09/07/2022

  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.

  Simply put, the day after I ordered the prescription, which CallonDoc had me to pay $79.99 (prior to approval), it was denied. The charge $79.99 was still pending. My bank, TD Bank, fully advised me that these types of transactions can easily be modified or reversed or canceled prior to the charge settling (from the pending status). In fact, it is customary. As TD Bank explained, they had ample time to modify or withdraw the charge and you failed to do so even after denying my request for prescription now several days ago and almost immediately after I applied for approval. Five day later, I have disputed the charge in full. I have been awaiting to hear from CallonDoc's so-called billing department, but I heard from no person in the billing department at any time for 5 days. They had literally converted my funds without providing me what I paid for or otherwise returning any amount of funds -- whether the full amount or a prorated amount. Again, I heard from no person in their billing department and now the issue has become something aligned with intentional negligence, misrepresentations, and possibly fraud. Then after sending them numerous emails, they are attempting a fraudulent pro-ration. I paid $79.99 for a 6-month prescription but was only approved for a mere 14-day prescription. Here, they advertise a 30-day (one month) prescription (30 pills) for $39.99. For merely 14 pills then are attempting to charge me $40.00. -- again, that price is more than a one-month supply that they advertise. Likewise, and very importantly, they did not seek my permission to authorize that amount to be charged "prior" to filling the prescription for only 14 pills, or I otherwise would have declined the 14-pill refill for the amount of $40.00 and demanded a full refund. If I was not a professional and was not financially comfortable, that $79.99 they have converted could not be used for important medication I was attempting to obtain from CallonDoc but could not.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 9, 2022/10/18) */ ***** ******* - submitted online consultation September 3, 2022 at 4:18 PMOur medical provider emailed the patient saying Bumetanide is a strong diuretic that can affect his kidney function long term. His kidney function is currently on the higher end of normal. We advised the patient to follow up with his PCP. Pt agreed to this. Our medical provider emailed back saying. We can send a 2 weeks supply while waiting to follow up with his PCP. We also informed the patient that we can refund him partially since we were not able to provide his refill request. 14 days supply was sent to the pharmacy. Patient paid $79.99 and we refunded the patient $40. Since we were able to provide service to the patient we only charged him for a regular consultation for $39.99.

• Initial Complaint

  Date:07/23/2022

  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.

  I used the website after taking a home test for Covid. Went through their system and never spoke to anyone. Received an email stating they needed a copy of the positive test( which was sent with the original submission) so I sent it again. No prescription was ever sent to the pharmacy, no contact was ever made from call in doc. Several text and voicemails were left with no response. They still charged for the services of which none were provided.

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 7, 2022/08/17) */ ***** *******- submitted a online electronic consultation on July 23rd at 11:38am (does not require a phone call)- she was wanting to get treated- after emailing her to ask for the test report which was not attached to her initial consult. We emailed her letting her know that we will forward her test results to our medical provider. Around 3:15PM her consultation was completed, a treatment plan was sent to her email and her prescription was sent to the pharmacy of her choice. The reason she was not called by a provider is because she did not fill out a phone consultation form. She also has access to her Callondoc account where she can she on her dashboard that her consult has been completed and prescription has been sent to the pharmacy. She claims that she has sent us several texts and emails, but on our end we have not received any, if she has able to provide that to you, we are more than happy to help and see what the issue is. I have included the EHR screenshot of showing proof of sending the prescription to the pharmacy and then successfully receiving it.

• Initial Complaint

  Date:07/23/2022

  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 ask for a refund they sent me an email we will go ahead and forward your cancellation and refund request to our billing department. That was 3 days ago.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 7, 2022/08/17) */ ****** ****** filled out an online consultation form on July 21st. Shortly, he had asked for a refund. Our team emailed him letting know that they will forward his refund request to our billing department. Our billing department refunded him within couple of days and sent him a refund receipt. We also informed him that refunds do take 3-5 business days for the amount to go back to the card. I have attached the refund receipt for evidence.

• Initial Complaint

  Date:07/07/2022

  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.

  Online doctor consultation April 9, May 16, May 24th. The first 2 visits I was given a prescription with 3 pills to take. The May 24th visit I was given a cream that said to apply twice a day. It did not tell me how long to apply the cream. The problem never resolved. I went to a doctors office on July 5th. He prescribed the same drug 1 pill a day for 10 days. He also precribed Prednislone for 6 days. He told me to use the cream for 10 days.How is a patient supposed to know the lenght of treatment without directions from the doctor? He looked at the same pictures that I sent Call on Doc. He said their recommendation was inadequate for the severity. He gave me clear and concise directions that Call on Doc failed to do. I want a refund from Call on Doc.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 10, 2022/08/17) */ ***** **** has been treated multiple times with Callondoc. His latest consultation form with us was completed and a topical ointment was sent to his pharmacy. In his treatment plan which was sent to his email was sent with direction were included along with the duration and on how to apply the ointment. The pharmacy would not dispense the medication without provider's directions given on any prescription. Our provider also has communicated with this patient via email and informed him due to persistent infection he will need to follow up with a doctor in person. I have included the EHR screenshot of showing proof of sending the prescription to the pharmacy with the directions and duration. Consumer Response /* (3000, 12, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I went to a doctor for evaluation. The doctor said the prescriptions were not enough for my condition. He prescribed 2 drugs for a longer treatment period due to the severity. Call on Doc never told me how long to use the cream. I want a refund. Business Response /* (4000, 14, 2022/08/19) */ We will need the doctors contact information so we can have a peer to peer review. We will need supporting doctors medical statement who made this claim in regards to our treatment. We follow FDA medical guidelines/protocol for the duration of any medications prescribed via telemedicine. The treatment plan included him to follow up the a doctor due to the severity of his symptoms. We do have supporting documents for the issue, we will need the patient's consent to give us a authorization to release his medical records to BBB so, we are able to submit the supporting documents to BBB. Consumer Response /* (4200, 16, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not releasing medical information to the BBB or Call on Doc. I gave an accurate statement. Call on Doc failed to give me adequate treatment. I want a refund. Business Response /* (4000, 18, 2022/09/03) */ We would need supporting documents from the doctor who is making the claim- of our "treatment provided to the patient". ***** **** and our provider did go back and fourth via email regarding what treatment would be prescribed. ***** has agreed to our terms and conditions when filling out the consultation form initially as well as our refund policy which states: The consultation fee is only refunded if the prescription was not sent to the pharmacy. ***** was also told to follow up with the doctor due to his complication condition. As a telemedicine company we follow FDA approval medications, and had told them that we can't treat patient on repeat. Patient was sent a treatment plan which included everything above. Consumer Response /* (4200, 20, 2022/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Bottom line. I want a refund. A satisfied customer will tell a few people about their experience. A dissatisfied customer will tell everyone. It's Call on Doc's choice. Business Response /* (4000, 22, 2022/09/14) */ We understand the patient's issue, but we also made sure we were very clear on to what treatment we were providing for the patient and also gave clear instructions on to what should be done after treatment. As a telemedicine company we can only do so much and our providers tried their best to provider the treatment applicable to the patients condition. Our refund policy was signed by ***** before submitting the consultation form on our website. We will happily give a discount for his next visit, so ***** can use us again and we can assure he will have a better experience using CallonDoc. Consumer Response /* (4200, 24, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clear instructions were not give on the length of treatment to use the prescribed cream. How is the patient to know how long to use if the provider does not give clear instructions. I want a refund.

• Initial Complaint

  Date:06/30/2022

  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.

  CallOnDoc dropped the ball on my online visit earlier today. I sent a request for a prescription and normally they make people wait 1-2 hours. I've dealt with them in the past and they were good to me previously but not today. I was forced to wait over 5 hours before being told they would let me have that prescription and then they sent it to the wrong pharmacy even though their first email about the script indicated it was going to the one i asked for. I'm attaching a copy of their acknowledgement that it was to go to the ************* Pharmacy in Fulton, NY. They ignored their own instructions and sent it to ******* Pharmacy in Central Square. My leg is getting worse and I have to wait until tomorrow to pick up my medication. I needed to start it this evening. I had to track down where it was sent and called the wrong pharmacy, who was kind enough to agree to transfer it himself tomorrow morning. I shouldn't have had to jump through all these hoops to get help. I most certainly did NOT get what I paid for.

• Initial Complaint

  Date:06/27/2022

  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.

  I tested positive for COVID and needed an online provider to discuss my options based on my symptoms. So I used Callondoc, assuming I would be in direct contact with a doctor after I filled out my symptoms online. NOPE, no one. I was even asked which drugs I would prefer for COVID...ummm, how would I know? I'm reaching out to the Dr to find out. There was no text, call, or video...no interaction with any human or Dr. Just with the app and clicking on symptoms or typing them. When I wasn't sure what was happening and my pharmacy was closing soon I tried reaching out to their '24/7' customer service with is NONEXISTENT...You can't reach them or get ahold of anyone. Finally a text came my way to tell them a time in CST of 2 hour window and someone would contact me. No one has contacted me. I've emailed, texted, attempted to call to a phone line that no one answers. With NO RESPONSE. I wanted to cancel this within a few minutes of trying this app. I would like my money back. You can't call yourselves "Callondoc" if you can't call and speak with a Doctor. I had lots of questions to ask with no way of asking or communicating with anyone. When I tried to cancel and get a refund, there was no legit way of contacting anyone... I'm very upset and had to contact another online Dr provider ****** and they told me this is not right...

• Initial Complaint

  Date:06/01/2022

  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.

  Got sick on May 26 and paid $39 for a consultation. It took them SIX hours and TWO of my follow-ups (the second being almost aggressive because the first one was ignored) to their customer office in order to issue a prescription, even though everywhere on their website it said that it takes no more than 2 hours to get a prescription. By the evening of May 27, it was clear to me that the prescribed antibiotic was not working well and my condition continued deteriorating quickly. I informed callondoc about this issue and my concern was completely disregarded-I was just told to finish the antibiotic they prescribed. Then I followed up on May 28. Ignored. May 29th (the last day of taking the antibiotic they prescribed). No response. I ended up going to urgent care early morning May 30th. Got prescribed a much stronger antibiotic and steroids. I was told that it should have happened as soon as it was clear that the first prescription was not working-that is, May 27, three days earlier. It was only later in the day (May 30th) when callondoc finally got back to me with a new prescription which I did not need at that point since I already paid $200+ for a visit to urgent care. EVERYTHING about this experience was wrong-from unfulfilled promise of 2h timeframe to disregarding patient's concerns to slow response time from customer service, etc. Would like a full refund.