ComplaintsforDoctor Alexa

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a total scam. On Tuesday I did an online consultation and after received an email saying my prescription was sent to publix. I checked many times both in person and my online portal and nothing was sent. I emailed them and they responded twice telling me my med had been sent, when I knew and had proof it was not. They do not answer the calls nor have responded to my last email requesting a refund.

  Business response

  06/28/2024

  The consumer's prescription was issued on 06/26/2024. We were not made aware that the prescription was not received until late in the day on 06/27/2024. The consumer prescription was reissued to the pharmacy on profile.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered treatment for an infection and was promised that my case would be reviewed and meds sent within 4 hrs. 16 hrs later and my case on the sight hasn't even been assigned a DR, hasn't been reviewed and no meds sent. Paid ***** and haven't even been acknowledged yet.

  Business response

  04/11/2024

  The patient submitted a request 03/27/2024 with our service and treatment was issued on 3/27/2024 and patient picked up the prescription on 03/28/2024 at the *** provided on his profile. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for a doctor consultation $69.99. The doctor responded to say Unable to fill desired medication. Please issue refund. It has been a month and no refund was issued. Ive emailed and called multiple times with no answer or response.

  Business response

  01/18/2024

  We have reviewed this patient's communication, and have no record of a call or email indicating that refund was not received. The refund has been issued and an email has been sent to the patient.

  Customer response

  01/20/2024

  I have reviewed the business response and accept this resolution.   Though it shouldnt take a BBB complaint to get this done.  Please attempt to set up some semblance of customer service.

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had wisdom tooth removal surgery at a local oral surgeon on Tuesday January 9th ****. Over this last weekend I developed severe lower pain where the lower teeth were extracted.As my oral surgeon is closed on the weekend, I found this website which claims to be an online ******************* I filled out the information. They asked one question what symptoms I had and I submitted the form, paid a $50 fee, and I received an email stating a provider would reach out to me. Instead, some random doctor emailed me saying he prescribed me an antiboric. The provider never called me, never verified my symptoms, never asked more questions to determine a diagnosis. I went and picked up my prescription at ********** where the pharmacist recommended I reach out to my oral surgeons office for guidance and that this company seemed a bit sketchy. I called my oral surgeons office and they had an emergency after hours hotline. I was connected with the oral surgeon who did my surgery and immediately met me at their office, which was closed as he stated they misdiagnosed my issue on this virtual visit and that I had dry socket. The oral surgeon said I did not have an infection and he even stated that this place should be illegal and shut down. I reached out to the Doctor Alexa support team and I stated I wanted my money back as this is was a misdiagnosis and they failed to provide adequate care to determine what my issue was. They wrote back a threatening email that stated they would prove that I signed a consent form to be treated and theres nothing I could do. I have NEVER had an online virtual medical business where the provider doesnt even call to verify anything.

  Business response

  01/17/2024

  The purpose of telehealth service is to provide support and treatment in the interim while patients await treatment with their primary. As is the case here. The patient submitted a request for Dental Infection due to wisdom teeth removal. Our practitioners provided treatment based on this information, antibiotics was issued which is one treatment option for dry socket per recommendations; and stated on the request and the treatment plan for the patient to follow up with his dentist since this is not a cure. It is just to provide temporary relief until the patient is able to follow up with his dentist which he did. medication We notified the patient that the service fee is non-refundable as it is paid to the provider on-call who reviewed the case issued the prescription to the pharmacy which the patient picked up. Therefore, we are unable to issue a refund.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Seller advertises Doxycycline Prescriptions. I signed up and paid $69, for which they double billed my CC, then I was sent a blunt email saying they don't offer doxycycline Support. Have yet to issue refund.Sounds like Mail Fraud.

  Business response

  01/02/2024

  Good Day,

   

  The consumer submitted a request for pain management services which we do not provide. We called and emailed the consumer that we were unable to treat and voided their payment. There was only payment attempt by the consumer which was voided, and the receipt is attached here. Consumer should follow up with their banking institution with regards to the return of their funds.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up and paid for a "treatment" for two infections I am currently suffering from on the Dr ********************** website on Monday 7/31. They are a cookie cutter ****************** that at least appeared legitimate when signing up. It was a pretty standard form, very minimal information exchanged. These infections are somewhat common, and the two I currently have are commonly interrelated and can be pretty brutal. Dr ********************** seem to have a template for dealing with them since they are common and they didn't even require a visit with me as part of their "treatment".It's worth noting that their standard "treatment" is only for one of the infections, and I had to pay an up-charge to deal with both of the infections. The website promised "treatment" for both infections before I checked out and paid.The Dr ended up only sending a prescription to treat one infection, ignoring the second infection. And then the pharmacy was out of stock of this medicine. Pharmacy tried to call Dr **********************, couldn't get a hold of anyone. They told me to contact the doctor to either send the script elsewhere or send a new script.I have been trying to get a hold of someone from Dr ********************** all week without success. On my Dr ********************** portal it says "treatment completed" and doesn't have any way to follow up with a Doctor. I have tried emailing them, direct messaging through the portal, "chatting" from their website, and calling them. I sat on hold for 15 minutes and it eventually went to voicemail, stating they are "busy" and will get back to me. So I explained the situation and left my contact information, but unsurprisingly haven't heard anything back. The only way to get in contact with anyone through the website is to basically set up another appointment, but you have to pay another fee in order to do this. Not falling for it again.I doubt you will be able to resolve this issue anytime soon, and meanwhile I have been and currently am suffering so I'll likely go get treatment elsewhere.

  Business response

  09/06/2023

  This patient initial request was for one consult, but added an additional consult to his request. We provided two medications for both conditions. The patient also requested a third medication  which his pharmacy could not provide nor administer. Additionally, the pharmacy informed the patient that the second medication for the added consult would need to be paid out of pocket as it was not covered, the patient refused. The patient reached out, as a courtesy, we offered a partial refund of the difference of the added fee. We are unable to issue a full refund because the patient had already picked up and taken the medication for his primary concern. If the patient would like to pay for his medication out of pocket or find a pharmacy that would administer the shot that he requested we can do that, we have already issued a partial refund to this patient.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for a consultation on July 14 and have received no response or communication beyond the receipt for the payment. The site indicates that treatment takes approximately 4 hours.I have contacted their customer service team and have not received a response in over 24 hours. I have since emailed them to request a refund. I dont expect them to respond. I have found treatment elsewhere.

  Customer response

  07/20/2023

  I received a response from the company, and they provided a refund after continued attempts to contact them.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did an online questionnaire on 07/03/2023 on Dr.Alexa and I was immediately charged $59.99. I was never contacted by a doctor or talked to in any way. They sent an email back to me for a prescription and told me to call my pharmacy to fill my prescription. My pharmacy told me there was an issue with the prescriber. 07/10/2023 I receive a text from my pharmacy that my prescription is ready for pick up. Well its been a whole week and I dont even need it now. Ive done went to the dentist. I requested a refund but they refuse to give me one since my prescription was sent over to the pharmacy. Total scam. I want my money back.

  Business response

  07/28/2023

  Good Day,

  Upon review complainant's profile, it appears that complainant was notified by our support staff that the medication was ready for pick up and refund was not authorized as we had completed requested in the allotted time frame as indicated per our policy. We have spoken to the pharmacy and have since cancelled the prescription and issued a refund as a one time courtesy.

  Customer response

  07/30/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently submitted a request do deal with a severe UTI. I have had this UTI for over 3 weeks at the time I requested medication from this provider. I listed a detailed explanation of my symptoms including, urethra itch, t******* pain, mild fever and even the infection spreading to one of my eyes. Upon basic research of understanding UTI treatment Everything I read said the treatment at this point needed to have a full two weeks treatment. I let this company know the severity of my conditions yet they under prescribed me just 5 days of treatment. I contacted the company by email requesting the full two weeks medication. The only responses i got was i needed to pay again for the same diagnosis. When clearly in writing I let them know the severity of the case. I am very upset with the lack of care and proper treatment with this company. All I want is the proper 2 weeks of treatment, money back is last case scenario. It would seem any educated doctor would have properly prescribed the obvious timeframe that was necessary.

  Business response

  07/28/2023

  This patient was notified that before we could issue additional ************** testing was needed but patient refused, we have already refunded the patient their initial service fee as a courtesy.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to the BBB in regard to a dispute that I have with DrAlexa, an online medical care site. On September 21, 2022 I was suffering from toothache pain, and that was my PCP's day off. So I went online and found the DrAlexa website. I completed giving them the information and awaited their reply to see if they could help me. Soon, I received an email about my consultation, stating that they had assigned my consult to ********************** and that he would send a prescription for medication within 4 hours. (see enclosure A) Later that evening, I received an email with my treatment plan, listing the medications that he had prescribed and their contact information. (see enclosures B,C, and D) Upon reviewing that email, I noticed that one of the medications he had prescribed was something that I was allergic to, so I called their contact number immediately to see if he could change medications. By this time, it was 9:49 pm, and my local pharmacy (****** Healthmart) was closed. I was told that they would contact the prescribing doctor and he would be in touch. Only 5 minutes later, I received his phone call. (see enclosure E for call log) As we talked, he said that since it was so late in the day, and that my pharmacy was closed, he recommended that I ************ my local PCP in the morning, and that he would request for my payment of $49.00 to be refunded. I thanked him and did as he recomended, contacting my PCP in the morning for medication. He prescribed me medication that I was not allergic to. (see enclosure F from ****** Healthmart to see that I never filled Dr. ******* presciptions and did get a presciption filled from my local PCP ************ the next day.) Unfortunately, I never received my refund. I have tried to contact them about it on several occasions. During a recent phone call to them, I was told to send them an email requesting a refund and someone from that department would contact me by email, but it never happened. Please help me.

  Business response

  07/28/2023

  Good Day,

  After reviewing the complainants request, it appears that issue arose as the patient requested medication that was not recommended for the condition and the assigned practitioner attempted to follow up with an alternative. Patient did not agree with the alternative so we cancelled and the provider awaiting response regarding the suitable alternative. However, complainant never followed up and only sent one email on 6/13/2023 with the last four digits of his card information, no name or regards to a follow up. All things considered, we have decided to issue a one-time courtesy refund of the complainant's service fee. Since time has lapsed, the refund check has been mailed to the complainant with the information provided.

   

  Customer response

  07/28/2023

  I have reviewed the business response and accept this resolution, as long as the check that they are sending does not bounce.  I would have preferred the refund be issued back to my credit card.

*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. ↩