MDLIVE
Reviews and Complaints

As someone who has explored the services of MDLIVE Inc., I must say that my experience has been quite mixed. While the convenience of accessing healthcare remotely is commendable, there have been instances where the service fell short of expectations. The platform's ease of use and quick access to doctors are definite positives. However, there have been concerns raised about the quality of care provided by some doctors, with instances of misdiagnosis and lack of thorough assessments. Additionally, issues with billing and technical glitches have been reported, leading to frustration among users. It seems that while MDLIVE offers a promising solution for virtual healthcare, there are areas that require improvement to ensure a consistently positive experience for all users.

I was on hold for 32 minutes before getting help from customer service.

I recently tried out MDLIVE for the first time and unfortunately had a negative experience with one of the doctors. The doctor I spoke with was very rude and arrogant, which made me feel uncomfortable and disrespected. I don't think there's any need to talk to anyone like they're stupid, especially when it comes to healthcare.

I also felt like the doctor wasn't very understanding of my situation. They seemed to think that their method of treatment was the only option, even though I had already tried it before and it didn't work for me. I think it's important for doctors to remember that not all methods of treatment work on everybody, and to be open to exploring different options.

Overall, I was disappointed with my experience with MDLIVE. While I understand that not every doctor will be a good fit for every patient, I was still taken aback by the doctor's rude and dismissive attitude. I hope that in the future, MDLIVE will work to ensure that all of their doctors are respectful and compassionate towards their patients.

I got this ear infection that just won't go away, and it's been a real pain in the butt trying to get to the doctor's office. I mean, who's got the time for that? Luckily, I stumbled upon MDLIVE and boy, am I glad I did! They take my insurance, so the copay ain't too shabby, and I can get help without having to leave my house. It's like having a doctor in my pocket! No more waiting in the waiting room for hours on end, no more having to take time off work. MDLIVE is the real deal, folks.

So, I tried out MDLIVE (mdlive.com) and I gotta say, I wasn't too impressed. I had a sinus infection or maybe a migraine headache, I wasn't sure, but the doctor didn't seem to care either way. They barely listened to me for two minutes before telling me I needed to see a doctor in person. I mean, come on, isn't the whole point of this service to avoid having to go to a physical doctor's office?

I was pretty disappointed that the MD Live doctor didn't even bother to ask me any questions to try and figure out what was going on. It felt like they were just trying to get me off the call as quickly as possible. I don't know why my employer thought this was a good perk to offer. I mean, what's the point of having an online service if it can't even treat common ailments like sinus infections or migraines?

Honestly, I feel like I wasted my time and money on this service. I expected more from MDLIVE, but it just didn't deliver.

I talked to three diffrent doctors and a nurse in just two days through MDLIVE. They all talked to me for only five minutes and didn't listen to my worries. The last doctor, Philip Bronowitz, MD, was the worst. He didn't care about my concerns about a treatment and even insulted my intelligence. He was so arrogant, it was unbelievable. I tried calling them several times over two days, but I still don't have a solution to my problem. I wasted so many hours of my weekend on this. I really wish I could give them zero stars. I suggest you stay away from MDLIVE.

MDLive is a service that claims to provide medical consultations online. However, my experience with them was nothing short of a nightmare. I had scheduled a call with them on 12/30/21 and was told that I would receive a call within 3 hours. However, I waited for 8 hours and no call ever came. I was extremely frustrated and decided to call them to inquire about the delay. The representative apologized and rescheduled the call for the next day at 8:30 AM.

The next day, I waited patiently for the call but it never came. I called them again to inquire about the delay and was told that they could only put me back in the call rotation. I was extremely disappointed and felt like I had been scammed. I had paid for a service that was never provided.

I would advise anyone considering using MDLive to be very cautious. They may take your money up front, but they may not provide the service they promised. In my opinion, they are a scam and should be avoided at all costs.

I had a really bad experience with MD Live last night. My daughter was feeling really sick and throwing up, so I decided to contact them for help. I was on hold for over two hours before finally being told that an appointment would be scheduled for 7:30am. But they never called back. I had to call them again and the person who answered the phone had a hard time speaking English. I asked for a supervisor and was put on hold for 23 minutes. After that, I was told that I would be called back, but I still haven't received a call.

Honestly, this service is pointless. I'm so disappointed and frustrated with the lack of communication and professionalism. I'm going to contact Cigna and voice my strong concern about their service. I don't think I'll ever attempt to use their service again.

It's really important to have access to medical care, especially in the middle of the night when you can't go to a physical doctor's office. But if the service is unreliable and unresponsive, it defeats the purpose. I hope MD Live can improve their service and provide better care for their patients.

I recently used MDLIVE's on-call dermatology service for a fixed price of $59. I didn't want to involve my health insurance provider, Cigna, so I agreed to pay the one-time price. Overall, I was pretty satisfied with the service I received. I needed a prescription for Lattise, and I was able to get it on February 28th, 2023.

However, my satisfaction was short-lived. On March 6th, 2023, I received an email from Cigna informing me that MDLIVE had filed an additional claim for my consultation and prescription on February 28th, 2023. I didn't authorize this claim, and I was pretty upset about it. It seems like MDLIVE is trying to scam their customers by double-charging them. This kind of unethical behavior is exactly why we have a healthcare crisis in this country.

I just want to warn others to be careful when using MDLIVE's services. While I was happy with the initial consultation and prescription, the fact that they tried to charge me twice is a major red flag. I encourage all customers to be well aware of MDLIVE's practices and to proceed with caution.

MD Live done charged me for a tele-visit back in December 2022, without even asking me first. I been trying to get my money back for almost two months now, but ain't got nothin' yet. It's already February 2023 and still no refund. I got papers showin' that they took my money by mistake, but they still ain't givin' it back. Every time I call, they just give me the runaround and don't do nothin' to help me out. They say they're "expediting" my request, but I ain't seen no real action or solution yet. I'm tellin' y'all, be real careful with this MD Live thing 'cause they'll take your money quick but don't wanna give it back.

I recently had an experience with MDLIVE and I must say, it was not a pleasant one. I have been suffering from a sinus infection for years now and also have severe breathing problems due to sleep apnea. So, I decided to give MDLIVE a try and spoke to a doctor on the platform. However, I was disappointed with the service I received.

The doctor I spoke to seemed to be in a hurry and did not pay much attention to my medical history. I explained to him all the conditions I had, but all he wanted to do was prescribe me a sinus spray. I had already used two different sinus sprays that were prescribed by a doctor, but they did not work. I was frustrated because I had the exact same situation four years ago and had to go to an urgent care center to get my antibiotics. It took me almost three days to get relief.

Now, I am facing the same problem again and MDLIVE will not prescribe me any medication over the phone. I find it hard to believe that they cannot do this. I have filed a complaint, but I am not sure if it will make any difference. I guess I will have to physically go to an urgent care center and put myself in danger of COVID-19.

Overall, I was disappointed with the service I received from MDLIVE. I expected more from a platform that claims to provide medical care online. I hope they can improve their service in the future and provide better care to their patients.

I had a problem with MDLIVE's billing system that has been going on for over a month now. Even though my insurance covers MDLIVE at 100%, the website still showed a charge of $44. I tried to resolve this issue by speaking to both Blue Cross and MDLIVE representatives for two weeks, but nobody could fix it or knew what to do. This delay in resolving the issue also delayed my care.

Finally, on 10/27, I was told by MDLIVE representative Janette to just go through with it and that I should get my refund once my insurance pays. Sierra also said the same thing later on 11/4. I went ahead with the visit on 10/27/2022.

Although my insurance has paid, I have not received my refund yet. Today, I talked to Macey who put in a refund request but said it could take up to 45 days. It seems like MDLIVE is doing everything possible to keep my money as long as possible.

It shouldn't take this long, and I shouldn't have been charged to begin with. Meanwhile, the website still shows a charge of $44 if I go to do another visit.

I am frustrated and disappointed with the service I have received from MDLIVE. I have wasted so much time on the phone trying to get this resolved. It should be a simple process, but it has turned into a nightmare. I hope that MDLIVE will refund me soon and fix their billing system so that this doesn't happen to anyone else.

MDLIVE has fraudulent billed me for 8 appointments. Contacted MDLIVE customer service. I was told by multiple people that the billing department was messed up and my money would be returned in 24 to 48 hours. It's been 4 days. And instead of money being returned they withdrew 3 more appointment fees today! Do not use this service! The app and website should be shutdown until they can prove the problem with billing department is corrected. They take your money and then give you the runaround when you try and get reimbursed.

Very Poor Service. Waited 3.5 hours to talk to a person who I could barely understand. After a back and forth one minute spreadsheet of questions, they told me to go buy Mucinex. Really? 100 fever, coughing, chest congestion and discharge and all the symptoms of acute respiratory sinus infection and they outright refused to write a prescription for basic Augmentin or other generic bacterial antibiotic. Just an assumption but don't think they are licensed in TEXAS to prescribe. Can't believe I fell for this. Save your money and time, go to a real doctor.

MDLive has charged my credit card for $750, even though it was well above my patient responsibility for any appointment. I've already spoken to my insurance company who say MDLive owes me a refund of $350. MDLive claims they only have a record of 3 visits billed to insurance, when there have been 5 billed to insurance. I've met my deductible, yet I'm still required to pay a $250 copay to see the doctor. While the convenience of seeing your doctor online its great, it's not at all worth the price or, especially, the hassle of dealing with the billing department that you're not even allowed to speak to. I hope I can get money back.

This service has many hidden fees, we were charged for a service 3 month later without knowledge and they unwilling to help resolve the issue. This business is very unprofessional and the customer service agent I spoke to was extremely rude and wanted to talk over me as I was explaining the issue. She stated that our information was put in the system wrong when we used the service, I am struggling to know why this happened and why we are being billed for a service that only cost $1.00 through our Health Insurance Company. I am seeking the $55.00 charge be reimbursed back to our account ASAP. This service it not trustworthy and would like to file an official complaint against this business.

Please, be aware that MDLIVE charges your credit card at the moment you make an appointment, not after your appointment. MDLIVE now refuses to refund the money they charged back to my credit card regardless the fact the appointment was cancelled 30 seconds after making the appointment via PC. Instead they ask me to call them even when I have clearly informed them that I cannot use my phone, which is the reason why you had to cancel the appointment in the first place. Mission impossible! This is their mission: "It is our mission to deliver an incredible customer service experience never seen before in healthcare by providing superb, affordable care anytime, anywhere in a confidential and totally trustworthy manner." It is all empty words.

I had a virtual visit at the end of September . My credit card was charged $45 when the copay was supposed to be $10. I called customer service and they assured me it was just a "hold" charge. Well, the full $45 was charged. I requested a refund. They said, "it may take 45 days." I called in 30 days to check on it, and the person essentially laughed at me and said "it hasn't even been 45 days." So I called at 45 days and then all of a sudden they couldn't process my insurance, despite my verifying the insurance through the portal and also on the phone with customer service. The last person I spoke to assured me they would escalate the refund request. It's now been over 100 days since I was overcharged. I never heard any update. One star is too high.

Do not use MDLive under any circumstances. I met my out of pocket limit with my insurance on June 1. I started using MDLive services on June 28. I was forced to pay a copay (which I do not have at this point). Another day and another visit another copay forced out of me, even though I'd contacted MDLive and BCBS on 3way. So here we are, almost a month later with 9 copay's just sitting there. I've had my insurance and MDLive on conference calls multiple times with my insurance explaining I do not have a copay. MDLive's account manager is apparently just *** or doesn't understand how insurance works, so they should not be in that position. Also, if you ask for a supervisor, make sure they transfer you to one instead of having one call back... they never do.

I have had this service through my job for 3 years. It is supposed to be at no cost with my insurance but every time I go to schedule an appointment, it says I have a copay. I then have to spend 30-45 minutes on the phone with someone who explains how I did something wrong (when I haven't touched it since the last time they "fixed" it) and says they can't fix the problem and I will need to pay the copay and then try to resolve it. I have had others at my company have the same issue. It seems like they promote to HR how they are free but then make it impossible for employees to access that benefit. When you are not feeling well, the last think you want to do is sit on a phone for an hour to access what is supposed to be an easy benefit. It would be faster to go to urgent care and see a doctor in person if I am going to go through all this hassle every single time.

I have zero trust in doctors now. It's so obvious these people forgot about "do no harm" and are just looking to make exorbitant amounts of money for very little work. Telehealth is supposed to increase access to care?! The first time I used this service the MD overdosed my son on an antibiotic. I filed a complaint but I never heard back because doctors always cover for each other. The second time I used this service the MD misdiagnosed me, didn't prescribe anything and told me to use "Vaseline" FOR AN INFECTED BURN. I ended up getting the CMO to review this case and she said the treatment I received was "inadequate" and gave me a refund. Today I tried a third time, felt it was low risk as I just needed an antibiotic for a very small bite. I guess something so simple hurts their brains too much and the MD hung up on me (no I wasn't being rude) then the doctor sent me a message that I no showed my appt. I complained, someone told me they listened to my recorded call and then they had their medical director call me he told me to go to the ER. For a very superficial scratch are you kidding me? Look I am not high risk I don't have a million of unstable comorbidities I'm not going to pay thousands of dollars and wait 10 hours in the ER for a scratch. The ER in my town would laugh me out of there if I showed up for a tiny scratch. Well, I guess that's one loophole they can always use, the "ER" loophole. Now with it being a Holiday and access to care being so bad in my town I'm probably going to develop a bad infection when I could have gotten ahead of this today but MDLIVE doctors just want to make $200+ an hour to tell people to rub Vaseline on themselves This is the WORST company do not use them for your medical "care" and just so you know I have friends and family that are in healthcare and they have been shocked at the lack of quality MDLIVE offers and told me they are borderline or even outright negligent!

My wife called into MDLive on 3/18/2023 for a telehealth appt. Rather than MDLive billing my insurance, they billed my credit card 1 month later in the amount of $82. At first, MDLive said they would remediate this in May. In October, the claim was never resolved with either by health insurance provider BCSB of Michigan as well as I. BCBSM has yet to receive any documentation from MDLive throughout these 8 months. I have been chronically calling BCBSM and MDLive for the past 2 months. I feel since MDlive has already been paid by circumventing my insurance and billing my credit card in April, there is no motivation to reimburse me for the overcharge which should've been simply the $10 copay.

This is a company that abuses physicians economically and commits insurance fraud. I was hired to work as a psychiatrist for them in Oregon in July of 2023, and quit as soon as I discovered how corrupt and abusive their entire staff is. I left to work with a legitimate telepsych platform 8/2023. They make contracts and then steals from the income made by physicians, failing to uphold original contracted reimbursement rates.

Session wasn’t as planned. Was looking for a therapist for specific issues. Person was not listening to me and like a robot continued to complete a mental health assessment which wasn’t necessary. Outside of the assessment, I wasn’t asked one real question regarding my issues. Why did I pay $55 plus insurance? Id rather get a refund from md live than dispute. The session was horrible and a waste of time.

Jordan Boudle

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I tried using MDLIVE and it was a total waste of time. The people there were so rude and they didn't even listen to me properly. The doctor I spoke to didn't even hear what I was saying. It was a complete disaster. I wouldn't recommend this service to anyone.

Mdlive.com is a website where you can get medical advice without having to go to a doctor's office. You can talk to a doctor or nurse practitioner over the phone or through video chat. It's a good option if you don't have time to go to the doctor or if you live far away from a medical facility.

One thing to keep in mind is that the people you talk to on Mdlive.com are not licensed doctors. They are clerks who have been trained to give medical advice. This means that they might not be able to give you the best advice for your specific situation. They might also make mistakes or give you incorrect information.

Another issue with Mdlive.com is that sometimes the clerks will tell you that a doctor or nurse practitioner will call you back, but they never do. This can be frustrating if you're waiting for medical advice and you don't know when or if you'll get it.

Overall, Mdlive.com can be a good option if you need medical advice quickly and you don't have time to go to the doctor. However, you should be aware that the people you talk to are not licensed doctors and they might not be able to give you the best advice for your specific situation. You should also be prepared to wait for a call back if you're told that a doctor or nurse practitioner will call you back.

Attempting to put in a Derm consultation but can't seem to upload photos. The photos continue to say "uploading.../saving..." for a ridiculous amount of time, waiting for more than 30 minutes. My internet is good! I've tried saving for later and restarting, calling customer service which lead me to clear cookies with no difference, I've tried using my laptop then my phone to complete the upload, I've tried a single photo vs. bulk upload yet it remains to be solved. I've sent a customer service request on their website, with no response. Their FAQs don't include anything to troubleshoot this issue. I can't even find other reviews complaining about it!

I scheduled a Telehealth appointment through MDLive due to allergies/ ear infection. I have been experiencing symptoms for the last 4 days and decided to schedule an appt today after the painful pressure on my ears and headache I’ve had since last night made me throw up. I have bad allergies and my ears are very sensitive when water gets in them. I have used MDLive many times in the past to o twin a Zpak and/or antibiotics for relief and was told the last time I spoke to the doctor to call back if I needed a refill which was in November. I was told by the very rude provider (Omer Jamal) during my appointment that I needed to use OTC medication that it was impossible for both my ears to be sore at the same time and then questioned if I was even in pain. Well, I was in so much pain that it made me throw up. So yes, I was in pain! Then he decided to tell me that they don’t treat ear infections when the card my employer provided me has listed ear infections under what this is used for. This is completely contradictory to the care I have received through MDLive up until today. I have used OTC medication for my symptoms with no relief whatsoever. I have received no treatment. I am so disappointed with the doctor that contacted me through MDLive today that spoke to me as if I don’t know my own body and how I am feeling.

I called MD Live twice - 8/21 and 8/25. My insurance company promotes them, and I've used them in the past with no issues, but not these two times. The calls both went fine and the doctor's were helpful and I was happy with the treatment. As soon as I was finished with my calls I started getting numerous emails from MD Live saying I needed to verify my insurance. I called into MD Live and the rep told me that my insurance was inactive and to call my healthcare provider. Very untrue. I called my healthcare provider and they called MD Live, and the conversation was recorded. The MD Live Rep and I went through all of the information they had, which was all correct. She told me that all of my insurance had been verified and that they would submit to my insurance. Fast forward a month. No claims have been submitted to my insurance, and I am being charged the full amounts of both visits - $82 and $55. What a scam! You just don't file claims and then when X days have past you can say oh you haven't verified your insurance, so we are going to charge you the full amount. I am working with my HR rep and they are working with my healthcare rep and they requested that a ticket be opened to investigate this further. I would like my money refunded! I have no problem paying my $20 co-pay, but I am not interested in paying the full visit amount when I have insurance. Don't participate with insurance if you don't feel like bothering to submit the claims! Callers beware - you will likely end up paying for the full visit and having to fight to get things done correctly, and fairly!

My daughter and I visited MDLive via virtual appointments on 1-3-22; a credit card (HSA) was requested but I was told there wouldn't be a charge and insurance would be filed. My card was charged $82.00 for each visit, total $164. Upon discovering the charges, I contacted MDLive and was told my insurance card needed to be updated. I provided the insurance information and advised that the claims would be resubmitted and that a refund would be issued upon verification. That was call #2. A few weeks later, the charges hadn't been reimbursed, the insurance claims still hadn't been filed. At this time, I escalated and spoke to a supervisor who stated a manual process needed to occur and she would get it processed asap. A month later, the charges or insurance still hadn't been filed. I contacted Fidelity HSA card administrator to dispute charges. MD Live "lied" and stated the charges had been submitted and I wasn't eligible for refund. I contacted them again and was told that I needed to file my own insurance claim. I submitted the claim to BCBS as requested, the claim was processed and MDLive's contracted / allowable rate per claim is$44, I'm owned $38 per claim for total of $76. The amount of money is small but it's the principle. MDlive still hasn't refunded me and I've made 7 phone calls to them requesting a refund. The customer service is dismal, their practices are both deceptive and fraudalent. There needs to be an investigation and potential class action status against them for inappropriate billing and refusal to issue refunds. I will never use their services again and would like for them to refund the $76 overcharge.

After seven and a half weeks and multiple phone call complaints, MDLive has not filed a claim for a behavioral health visit with my insurance company. My health insurance company, Blue Cross Blue Shield of Tennessee, offered a rewards program for policy holders in 2020 whereby if a policy holder scheduled and completed one behavioral health session with a an approved psychologist on or before December 31, the policy holder would receive a $250 Visa gift card. As such, I scheduled a behavioral health appointment through MDLive, which was an approved provider, for December 23. After completing the session, the psychologist advised me that similar policy holders with BCBST had experienced an issue where MDLive would take an extremely *** time to file the claim. As such, on January 6, I called BCBST billing, and they advised me that no claim had been received yet. So I called MDLive customer service to check on the status of the claim given that BCBST would only process the reward of $250 after the claim was received, and there is a deadline of February 28, for all rewards to be processed. The MDLive customer service rep stated the claim had been submitted to BCBST, but when I advised them that BCBST had not received a claim filing, the MDLive rep said they would submit a formal internal complaint, which could take 45 days to complete. I explained the deadline issue for the reward program with BCBST, but they stood by their internal processing time. Since then, I have called MD Live multiple times since December 6, with no success. As such, he this error on MDLive's part has severely jeopardized my $250 reward from BCBST.

I registered at mdlive.com to make use of telemedicine. You register to pay $259 and then they assign you a doctor that you can see via web for $99/month. This has happened for two months after registration, they billed me the $99 per month and I saw a Doctor. In the third month, they were supposed to continue billing me $99 so I could see the Doctor again. I reached out to the Doctor and MD live and no answer and neither they billed me the $99. I have called them twice and spoke with two different people and asked them to assign me another Doctor as I cannot wait and need medicines. To my surprise, they wanted to bill me $259 again as if my registration did not take place. There was no negligence on my end and after explaining this situation to MD live (twice) on two separate calls, they said they would rectify the situation and ensure I would get my regular Doctor visit and get billed the regular $99 as supposed to. This is an urgent situation and right now, throughout the coronavirus, MD live decided to drop me. At first, they said that they suddenly did not accept cash accounts any longer but then after insisting and arguing with them, they came back to us to say that this did not apply to psychiatry. It's a shame on your part to do this to your customers when a customer is ready to pay for your services and has done nothing wrong to deserve this treatment. I will ensure to reach out to media news and make an appropriate complaint to the department of consumer affairs if necessary. I request that I get seen and I get billed the $99 as per the agreement we made instead of being completely ignored and for no wrongdoing whatsoever. Product_Or_Service: MDLIVE registration $259

September 10 I used the MDLive service for a respiratory infection. I was told my co-payment would be $50.00. After a few days, I noticed that I had an $82.00 charge from MDLive instead of the $50.00. I instantly called to look into the reasoning and was told that for some reason my insurance was not longer connected to my account and was given the run around about getting my insurance entered back on my account again. Was told multiple times that I needed to call *** and verify my insurance benefits. I received a *** Claim back in January '22 so I made another call to MDLive and was told they were waiting for my claim to be paid and I needed to verify my benefits with ***. I told them I had received a claim from *** showing payment and offered to fax it in but was told NO. After many many more calls, I was finally told around the middle of April that a check for $38.00 would be cut and mailed out on April 30th. After a couple of weeks, I still hadn't received the check so I called MDLive again on May 13th and 20th and all they could tell me was it had been noted that a refund was issued and mailed on April 30th. I informed them that I still HAD NOT received it! I called again on May 27th for my weekly follow up and was told this time that I needed to AGAIN call *** to verify by insurance benefits. In roughly 3 months it will be a year since this took place and they continue to give me a run around and multiple excuses. I shouldn't have to fight for a refund this long. Due to being charged the $82, I ended up overdrawn and charged 3-ISF charges ($34 each). I've attached a copy of the *** claim which shows my portion was $44.00 and a copy of my bank statement showing I paid the full $82.00 on 9/13. I just want my appropriate refund!

On Monday, June 13 I made an appointment on MDLive for an eczema breakout. I paid $44 out-of-pocket for a consult with a doctor. I spoke with Dr. *** who wrote me a prescription for Triamcinolone 0.5% cream. He sent the prescription to *** Pharmacy (***, ***) at my request. *** must have been busy, because it took them almost 30 hours to fill my prescription. I called a couple hours after my appointment to check the status, and it wasn't done. Called again in the evening, and it still wasn't filled. The next day, I called and they said it would be ready by 12pm. When it was filled, I called to check how much it would be with my insurance. The pharmacy tech told me it would be $82 altogether. I did some research and was able to find it cheaper ($10 with free shipping) using a mail order site called GeniusRx. I called MDLive to have them change the pharmacy over to the mail order service. The very rude lady on the phone told me that in order to change pharmacies, I would have to pay the $44 fee AGAIN to be seen by a doctor. I asked her if she could just message the provider and have him change it, then she replied with "No. If you would have called on Monday, we could have changed it for you for free, but since it has been over 24 hours, you have to be seen again. So how would you like to pay for your visit today?". I told her I am not interested in paying just to get my pharmacy changed, and that the pharmacy didn't even have it filled until noon the day following my appointment - so there was no way of me knowing how much it was. She said there is nothing she can do. I am requesting a full refund of $44 for my MDLive consult, and I am requesting a pharmacy change to GeniusRx. I have wasted a lot of time dealing with this, and my eczema has only gotten worse from the stress.

MDlive billing for a visit that was to be covered by insurance and keeps giving me the runaround every time I contact them. MDlive incorrectly submitted a claim to my insurance carrier for my visit and kept sending me billing notifications for the balance. I received confirmation from my carrier that they submitted the wrong codes on their claim and they would need to resubmit. When I relayed this information to MDlive they assured me they would resubmit with the proper coding, but would not be able to give me any sort of reference number or confirmation. I was told it should only take a few weeks. Fast forward 2 months later and I am still getting texts and emails of my "past due" balance. So I contact them again and they tell me the claim was resubmitted and they are waiting. Since I know better than to trust anyone, I called my insurance carrier and they confirmed they NEVER received a revised claim from MDlive. When I reached out AGAIN to MDlive about this, I was now told it could take 45 days for the correction to be made. I knew the customer service rep Stephanie wasn't even looking at my account because it has been TWO MONTHS already. I asked for a complaint or corporate number, at this point, and was told they do not have one. Then I was told she would have a supervisor call me...this is the same story I always get from them and I am pretty sure based on their history, no one will call me. Their game seems to be that they string people along until they lose their patience and just pay these balances so they don't have to call them 100 more times. So sad they can't get it together, I actually liked MDlive before all this nonsense. Now I cringe whenever I think about having to use them. A proper customer service response would have been to apologize for their error and remove the balance owed. A simple concept, yet very effective.

On 4/2/2022 I desired a virtual physician visit, so I used the MDLive app which I had previously used. As I signed up for an appointment, I was never asked to verify my health insurance and I do not remember even being told they were going to bill health insurance. I looked through the app and never found my health insurance information. Therefore, when the charge of $1 came up, I paid it. I completely understand that this is ridiculously cheap for a doctor's visit. After completion of the less than 5 minute visit where I was looking at an empty chair on the video call (doctor was audio only), I received an email saying that they couldn't verify my insurance and I needed to follow a link to update it. I tried using that link, but it was stuck to my previous provider and wouldn't let me change it. Therefore, I called this morning. The lady who answered told me that my new insurance is not part of their system and that I would be charged $82 for the visit and allowed absolutely no room for negotiation. She suggested that I could contact my insurance to see if they would accept the claim. This would do me no good because I am on a high deductible plan so they wouldn't pay even if they did accept the claim and I wouldn't have a contract adjustment for costs. I believe $82 is outrageous for this and I do not believe that cost was disclosed. I am certain to have spent less on an in-person visit with my doctor and actually seen him, rather than an empty chair. I tried to check my insurance with mdlive both before and after the call, but it is not easily found until they send a link via email. Because I was never once asked about insurance, it honestly felt like I was getting their services for $1, which I admit in retrospect seems a little silly. A follow up email I sent prompted an apparently automated reply which suggested I call their phone number. The phone call I had placed before this email already told me I had no other options.

I am writing this letter regarding a service I received from MD Live. On Feb 21, 2020 I called MD Live and talked to a health provider. I was told that the bill would be the same as if I went to my pcp. I repeatedy give my insurance info to the person on the phone. Instead of billing my insurance they billed another insurance co. I was told that if I didn't give them my info I would be billed $55.00 on March 31. I repeatedly give them the correct info but on March 20 I received an invoice where $55.00 had been charged to my bank card. I have made several calls and I even got my insurance company involved trying to settle this mistake. The company, MD Live, will not refund the $55.00 to my bank card. The cost was supposed to be $0.00.I paid $55.00 for this service. I contacted MD Live customer service on 03/09, 03/21, 03/31, 05/11, and explained that I was charged $55.00 for a $0.00 fee. I was told that the money would be refunded but it never was and the last time I called on 05/11 I was told that the request would be resubmitted. I talked to my insurance company again and they filed a complaint against MD Live and told me that there had be several complaints against them. Failure to receive an appropriate response to this problem has prompted me to write directly to you. On March 31, I contacted my insurance co and explained that the service was unsatisfactory. I was charged $55.00 for a service that was supposed to be $0.00. I would appreciate you assistance in resolving my complaint. I would like to receive a full refund from MD Live of the full cost of the service in the amount of $55.00 Enclosed is a copy of the invoice I received. Details: Telehealth Visit with Neema Fuller Date: 02/21 Price: $55.00 Paid with: VISA-0864 Your credit card has been charged by MDLIVE Medical Group PA If you have any questions about this visit, please call our service center 24/7 at X-XXX-XXX-MDLIVE. Product_Or_Service: telehealth

Want information removed and account deleted. Realized immediately after setting up an account that this is not a service that is user friendly and will in no way meet any of my healthcare needs. Went to remove my personal information and delete account. However, there is no option to do this. Their Privacy Policy states: "12. Deletion of Information. You can close your online account by emailing us at ***@mdlive.com. If you close your account, we will no longer use your online account information or share it with third parties. We may, however, retain a copy of the information for archival purposes, and to avoid identity theft or fraud." So I sent a request to this email address. I immediately got a response back that my email was undeliverable for the following reason: "Your message to ***@mdlive.com couldn't be delivered. The group privacy only accepts messages from people in its organization or on its allowed senders list, and your email address isn't on the list." I attempted to call. Was on hold for 17 minutes when someone picked up the phone. I heard background noise but nothing else. As soon as I said "Hello?" they disconnected the call. Called and waited on hold again for a rep to tell me that there is no way to delete an account or remove any of the uploaded files or information and the only thing that can be done is have it suspended. This contradicts what is listed on their site in their own privacy policy. She kept saying there was no one else for me to speak with but after placing me on hold, said she could take my number and have a supervisor call me back. I admit that I did say one cuss word, not at her, but out of frustration for the entire situation (which has taken almost 2 hours of my time) and she disconnected the call. Upon calling again, I spoke with a second rep who determined that the first rep had suspended my account (without my permission) and she had to reactivate my account just to submit a request for a supervisor to contact me.

MDLIVE agreed to issue me a refund, but it has been months now and the refund has not been received and they will not return my calls. I received a virtual visit on 4/22, and at that time I had to pay $25 for the visit, even though my insurance was supposed to cover it. Subsequently, my insurance paid the $25 fee and MDLIVE confirmed that they would issue me a refund. When I called MDLIVE on 7/10 they said the refund would be issued to my credit card within 45 business days. No refund was ever issued to my credit card. I called MDLIVE again on 9/12, and they said I should have the refund issued to my credit card by 9/14. No refund was ever issued to my credit card. I called MDLIVE again on 9/18, and the person I spoke with said they would escalate the issue to a supervisor. A supervisor returned my call and said that since it had now been more than 120 days since the date of service they would have to issue a check refund. They did not know when I could expect to receive the check. Another supervisor called back and said that I should receive the check within 30-45 calendar days (not business days). I never received a check. On 11/2 I called MDLIVE and they said that a check was sent on 10/7, but I confirmed that I had not received it. They said they were escalating the issue to a supervisor and I could expect to hear back within 24 hours. No one ever called me. I called MDLIVE again on 11/5 and they said they would escalate the issue again and I could expect to hear from a supervisor within 24 hours. A supervisor called me back and said I should receive the check by 11/14. I never received a check. I called MDLIVE again on 11/16, and they said they would escalate the issue again, and that I could expect a call from a supervisor within 24 hours. No one ever called me. I called MDLIVE again on 11/19, and they said they would escalate the issue again, and that I could expect to hear back from a supervisor within 24 hours. I have not yet received a call.

Being billed for services that do not appear to be billed to insurance. No proof of balance able to be obtained. In Spring 2020 I received notice there was a past due balance for a visit for my daughter on 4/1. I immediately called their billing office to inquire, as we paid our copay at the time of the visit. It was confirmed at that time that the payment was on the account, and someone would look into the discrepancy and get back to me, however no turn around time could be given. I was told I would receive an email. No reference numbers are given. Fast forward to June/July , I again receive notice of this past due balance. I call again, speak to Kaya who tells me this is the balance after insurance. I asked for an explanation/break down, as per the insurance website they don't show a claim on file for my daughter. All she can tell me is that the insurance says I owe it. No documentation can be sent to me for verification, she doesn't know why they said I owe it, they just did. I happened to see on my daughters account they had me listed as the subscriber for the insurance which is incorrect. When I told Kaya this, along with the fact no claim was on my insurance website, she said she would send this for someone to look at, and someone would get back to me. Again, no turnaround time, no reference numbers, just told your will get an email'. Here we are 8/21 - I get another notification of a past due balance. I called again...spoke with Ashley - who got on a chat and was told the ticket was still open with no resolution. She is sending to a supervisor, and I SHOULD get a call within 24 hours - not holding my breath. She confirmed no way to send me any documentation on what they received from the insurance and why there is a balance due. Also, states even though there is an open ticket, past due notifications continue to go out, and there is no way to stop them. Billing customers for balances that are unresolved, and not being able to produce proof of balances/information received from the insurance are terrible practices.