Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning (a) poor customer service, (b) delays in providing prescriptions on a timely manner, and (c) delays in providing refunds based on advertised policy. On February 23, 2024 BBB submitted a written request to the company encouraging them to address the pattern of complaints.
As of February 28, 2024, the business has responded and agreed to take the following actions:
***Restructuring their customer service and email response system to ensure consumer inquiries are addressed in a timely manner;
***Optimizing their internal processes to streamline prescription fulfillment and ensure adherence to promised timelines. In cases where delays occur, the business states they will proactively communicate with customers to provide updates on their prescription status
and expedite the process whenever possible;
***Prioritizing the processing of refund requests the meet their advertised guarantees
BBB is currently monitoring the business to determine if the stated action plan successfully eliminates the noted pattern of complaints.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/15/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I paid to get a prescription online and I never received it and they won't answer me they won't return my calls they won't respond to my chat they won't respond to my text and my face is still small and I need this prescriptionInitial Complaint
06/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Prescription not recieved by ******** and requested a refund. It was supposed to take up to two hours but it's over 12 hrs later and Still nothing. I sent an email and they requested that I wait and again it's the next day and still no Prescription. So I've sent two more emails and they won't respond. I will never use them again, they are unprofessional.Business response
07/09/2024
We apologize for the inconvenience you experienced. According to our records, a prescription was sent out. We regret any delays and communication issues. Please contact our customer service team for further assistance. Thank you for bringing this to our attention.Initial Complaint
06/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is here to write prescriptions for simple things like infections, which is what I had in my mouth. They charged me for two different visits and wrote prescriptions that were not fillable because the doctor did not have a proper medical license. I have now seen my local physician and gotten a proper Prescription. All I want is a refund, but their policy is against that however they did not fulfill. They are supposed to do with a prescription with someone who does not have a valid medical license for ******* pharmacy to fill their prescriptions.Business response
07/09/2024
We apologize for the inconvenience and frustration you experienced. We take such matters seriously and appreciate you bringing this to our attention. A full refund has been issued to your account. If you have any further concerns, please feel free to reach out to our customer service team. Thank you for your understanding.Initial Complaint
05/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid $29.99 for a note from this service on May 8th, 2024. They say it takes about 2 hours, but I have had zero contact from anyone about my order and getting ahold of someone is IMPOSSIBLE. The phone number doesnt work and the chat service never connects. Ive had a prescription refilled through this service before, and I dont understand what the issue is now. Terrible customer service. I just want my note or the $29.99 back at this point.Business response
07/09/2024
We apologize for the inconvenience you experienced. According to our records, a refund was issued a long time ago. Please check your account for the refunded amount. If you have any further concerns, feel free to contact our customer service team. Thank you for your understanding.Initial Complaint
05/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Paid their fee for the consultation and was to be prescribed antibiotics for a tooth infection. Waited more than 8 hours and still had not received confirmation of my prescription having been sent to pharmacy. Requested a refund and was told I would be refunded in a 2-3 business days and yet a week passed by and still no refund. Horrible customer service and outright disrespect for doing business reputably.Business response
07/09/2024
We apologize for the inconvenience and frustration you experienced. According to our records, a refund was issued a long time ago. Please check your account for the refunded amount. If you have any further concerns, please contact our customer service team. Thank you for bringing this to our attention.Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Asked for a consultation at 10am. Waited 4 hours and was in to much pain. Texted them as well as emailed them at 3:30pm that I could not wait any longer, was going to urgent care, and to please refund my money. ***** said they would (through a text). They emailed me at 6pm that my prescription was ready. I emailed them immediately and was told no refund because I received prescription. So out $40.Business response
07/09/2024
We apologize for the inconvenience and frustration you experienced. According to our records, a refund was issued. If this is incorrect, please send an email to customer support at ************************************** for further investigation. Thank you for bringing this to our attention.Customer response
07/09/2024
I have reviewed the business response and accept this resolution.Initial Complaint
03/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I filled out information for an online doctor. I paid $39.99 and money was taken from my account immediately. I was then sent a message with a link to refill out the same information I already filled out and asked to pay the same money I already paid. I was not contacted again. I emailed them with no response.Their phone number does not go to anyone it just states everyone is busy and a call is never returned or ever answeredCustomer response
03/27/2024
I provided additional screenshots of an email from caremd. They stated my request is under review and a prescription should be sent to a pharmacy.
I have used sites like this before. I never had to wait for a ********. I have had a doctor ******** immediately or with a timed appointment or more accurate information and a contact number to speak with a human. This company does not offer any way to speak with anyone or get any information other than auto emails.
I would have went to an urgent care facility if I had known this would not be a trusted source to get basic medical care as promised.
Customer response
03/27/2024
My complaint with this company was settled. They provided treatment needed. However there are many complaints about this company for not responding and taking extra payments from peopleBusiness response
04/05/2024
We sincerely apologize for the inconvenience and frustration you experienced with our service. Your feedback is invaluable, and we deeply regret falling short of your expectations.
We understand the urgency of your situation and the disappointment caused by the lack of response and support. Please rest assured that we take your concerns seriously and are actively investigating this issue to ensure it doesn't happen again.
As a first step towards resolving this matter, we will promptly issue a full refund for the payment you made. Additionally, we are committed to addressing any outstanding issues and improving our communication channels to better serve our customers.
Thank you for bringing this to our attention. Should you have any further questions or concerns, please do not hesitate to contact us directly at **************************************Customer response
04/11/2024
I have reviewed the business response and accept this resolution.
My complaint with this company was settled. They provided treatment needed. However there are many complaints about this company for not responding and taking extra payments from people
Initial Complaint
03/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I entrusted Care MD to prescribe me medication for a sinus infection. After 5 hours and no sign or a prescription, I called and was given a number to text by an automated service. I sent a text and asked to cancel the service as I was seeking alternative care. I was assured my refund was being processed and it would be available in a couple days. About 6 hours later I received a text from my pharmacy stating a prescription was being filled. I reached out to Care MD and they instructed me to NOT pick up the prescription and that my refund was already being processed. I text the number again today to inquire about my refund and was told that once the prescription was sent the refund was cancelled. I explained that Id requested to cancel prior to the prescription being sent and I was pretty much told thats too bad. I sent supporting screenshots from customer support and then they stopped replying. Im livid. I no longer need the prescription because I went to someone reputable and received care there. Theyre refusing to refund my money.Business response
04/05/2024
We apologize for the inconvenience and frustration you experienced with our service. Your feedback is important to us, and we regret any miscommunication that occurred.
After reviewing your case, we understand the urgency of your request to cancel and the subsequent confusion regarding the prescription and refund process. We apologize for any inconvenience caused by the delay in processing your refund and the lack of clarity in our communication.
As a gesture of goodwill, we will expedite the refund process and ensure that your payment is returned promptly. Additionally, we will review our procedures to prevent similar issues from occurring in the future.
Thank you for bringing this matter to our attention. Should you have any further questions or concerns, please do not hesitate to contact us directly at ***************************************Initial Complaint
02/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I used CareMD on 2/28/24 at 8 pm to get antibiotics for and ear infection. They charged me $39.99 for consultation and said perscription would be sent to my pharmacy, which it never was. Tried reaching out to them today and they are closed during opperating hours and can not get a hold of anyone.Business response
04/05/2024
We apologize for any inconvenience you experienced with your recent CareMD consultation. Your feedback is essential to us, and we're sorry to hear about the challenges you encountered.
Upon reviewing your case, we understand your frustration with the unfulfilled prescription and the difficulty in reaching us during operating hours. This falls short of the standard of service we strive to provide.
Rest assured, we take your concerns seriously and are committed to resolving this matter promptly. We will investigate the issue regarding the prescription not being sent to your pharmacy and take necessary actions to ensure it doesn't recur in the future.
Furthermore, we acknowledge the importance of accessibility and responsiveness, especially during critical times. We apologize for any inconvenience caused by our inability to be reached during your attempted contact.
Please allow us the opportunity to rectify this situation. We encourage you to reach out to us directly at *************************************.
Thank you for bringing this matter to our attention, and we appreciate your patience and understanding as we work to resolve it.Initial Complaint
02/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The transaction dates 2/21/24 to 2/22/24 but is still not resolved. I put in a request for consultation for Conjunctivitis and paid the $39.99 on 2/21/24 1306. This website advertises same day consultation and Rx within 2 hrs. At the submission of my consult request a popup window indicated that due to a large number of consult requests my request would be more in the 4-6hr range. I checked back at 2140 via a chat feature and was informed that they were ofline(closed). This am at 0620 I received an email that said my consultation has been completed and an Rx has been sent to your pharmacy. I called my pharmacy and spoke to a pharmacy tech that said they had not received any Rx in my name. I then emailed back to CareMD and was told that they had sent is and to call the pharmacy back and verify. i called the pharmacy and again talked to a pharmacy tech who again verified that they have NOT received any Rx request under my name. I even verified my DOB and pharmacy info with CareMD and they said that they had sent it and I needed to wait another 40min and try to contact the pharmacy again. I even tried to call CareMD directly and just received a canned message redirecting me to text some other number with my issue. I requested the CareMD call my Rx into my pharmacy at which point I was told that their care provider was too busy and I needed to provide another pharmacy. I do not have another pharmacy near me to provide them. I again requested they call my Rx into my pharmacy and am now getting no response from email or chat from this company. I only contacted this company due to convenience and now it has been almost 24hrs with many, many emails sent with no Rx as promised by them.Business response
02/28/2024
Dear *********************************,
We sincerely apologize for the inconvenience and frustration you have experienced with our telemedicine services. Your feedback is invaluable to us, and we are committed to addressing and resolving your concerns promptly.
We understand that you submitted a consultation request for Conjunctivitis on 2/21/24 and paid the associated fee. Our website advertises same-day consultations and prescriptions delivered within 2 hours, with a notification indicating a potential delay due to a high volume of requests. However, we acknowledge that the timeline provided was not met in your case, and we deeply regret any inconvenience caused.
Upon review of your case, it appears that there were communication breakdowns between our team and the pharmacy regarding the prescription. We apologize for any confusion or miscommunication that occurred during this process. Rest assured, we are taking immediate steps to rectify the situation and ensure that such issues do not arise in the future.
To expedite the resolution, we have escalated your case to our care provider team for immediate attention. They will personally oversee the fulfillment of your prescription and ensure that it is promptly sent to your pharmacy of choice. Additionally, we are implementing enhanced communication protocols to improve our responsiveness to customer inquiries and streamline the prescription fulfillment process.
We understand the urgency of your situation and are committed to resolving it as quickly as possible. If you have any further questions or concerns, please don't hesitate to contact us at **************************************
Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention. Your satisfaction is our top priority, and we are dedicated to ensuring a positive outcome for you.
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Contact Information
Customer Complaints Summary
79 total complaints in the last 3 years.
43 complaints closed in the last 12 months.