MDLIVE
Reviews and Complaints

These idiots thing it's okay to run eligibility 2 months later through insurance so they can reach into your account and charge you FULL PRICE WITHOUT YOUR PERMISSION and tell you 'too bad so sad'. This is how they make their money! I get to go without paying all my bills and buying groceries for 2 weeks because they just did that to me this morning even though I was told they couldn't do anything for my daughter and was canceling the appointment altogether! Then they just randomly decided today would be a great day to run my eligibility even though this appointment took place so long ago because it would be a quick buck for them! I am single mother with 3 daughters that lives paycheck to paycheck, I cannot afford this! My family had insurance at that time but I should have never been charged to begin with because I was told it would be canceled! I'm not going to stop until I get MY MONEY BACK!

Horrible service. Slow website that is difficult to access, continuously gives errors. Reported multiple times, no response. Finally got unusable and took more than a week and 2 almost missed appointments before any type of resolution. Only to try to access the following week to find I now cannot get to my account because they have it automatically routing to another user's page. Missed that appointment, they didn't even contact my therapist to let them know what was going on. Will not let me speak with any person that actually knows the technology. Customer service people have no idea and don't listen to the actual issue. I have had 1 that was nice out of about 10 I have spoke to. The rest are generally very rude, interrupt, overtalk, only wait to respond and do not listen to what the actual issue is and therefore advise me to do things I just stated to them I was doing as I spoke or had done within the previous 5 minutes of calling in. Horrible to deal with. Go anywhere else. 'Free' service isn't worth it.

On 1/7 I had a Telehealth consult with MDLive. I was charged $200 for a Telehealth visit where, according to my insurance, my responsibility was only $175. I have not received a refund for this visit and MD Live has presented no proof of any progress for this complaint. On 1/16 I had a Telehealth consult with MDLive. I was charged $80 for this Telehealth visit, however MDLive never reported this claim to my insurance company. This visit is now absent from my deductible tally. On 3/4 I had a Telehealth consult with MDLive. I was charged $175 for a Telehealth visit where, according to my insurance, my responsibility was only $80. I have not received a refund for this visit and MD Live has presented no proof of any progress for this complaint. Summary: I have been overcharged a total of $120 between two separate consultations and MD Live has failed to submit an $80 consultation claim to my insurance. MD LIVE has effectively made zero progress between the refunds as well as the claim update to my insurance company.

I called to make an appointment with a psychiatrist and they made a telephone appointment with me and I spoke with the gentleman for 32 minutes and he said I'm sorry you need to hang up and call back and ask to speak with a psychiatrist which is exactly what I asked them when I first called them so I gave them another chance and I called and I made an appointment with a psychiatrist and at 6:00 they send me some text message that says I have to sign in and create an account to be able to do a FaceTime with them or something I do not I'm not technologically savvy and my phone is not capable of doing FaceTime and so I spent 15 minutes trying to figure out how to connect with this doctor and it doesn't happen because my phone doesn't work so then 15 minutes later I get a text message that says oh you missed an appointment what's wrong with you so then I call back I file a complaint with my insurance company in 20 hours later I get a phone call from them blaming me for not telling them that my phone couldn't video conference well I hung up so these people I've dealt with them for 3 weeks now they don't care about you as a patient and I am typing all of this by speaking so please forgive my grammatical errors and my punctuations

I was scheduled with an MDLIVE mental Health provider on November 19. I logged onto the appointment early, but two minutes before it was due to start the provider canceled the appointment without contacting me. I called the company and they assumed that the provider thought that I was in Las Vegas rather than in Florida. How do you do that to someone who is depressed? Wreckless! I had waited days for the appointment. I begged them to reach out to the provider and they would not. I asked to speak to a supervisor and was called back several days later. I was told that they rescheduled an appointment for me, but they never did. I have also paid for a visit for my spouse who was told by the provider that they would fill a 30 day prescription with two refills. They only filled 30 days with no refills. When I contacted MD live they stated that they would only fill a prescription for 30 days. They said that the 90 day refills had been for Covid only. When did they notify patients of this? Newsflash... We are still in a pandemic. I wasted 40+ dollars on a co-pay for four dollars worth of medication. The math doesn't work. MD live was unwilling to yield when I called. This company has no accountability to the customer or the insurance companies. They are not trustworthy.

I am 68 years old and MDLive has the worst customer service department I have ever encountered. I cannot believe that HUMANA has chosen to use MDLive as a service for educators in our state. I am in hopes that as soon a change is available our Department of Education will wisely choose another company to provide this service to educators. I am definitely going to contact them and tell them how I was treated by MDLive. Mental Health services are extremely important at any time but when a person is suffering from anxiety/depression, the worst thing that can happen is broken promises, untruths, calls not returned etc. I attempted to receive help for depression in April with MDLive. It would take too long to tell the whole story but the way I was treated put me into a tailspin for worse depression. Last month I had another depression episode and decided to try MDLive again. It was worse than in April! My counselor showed up for 3 sessions and then never showed up again. 3 separate times I was told I would be called within 2 days to receive information and put with another therapist. It has been 3 weeks since my last session and I have not heard from MDLive yet. I am now finding another avenue for mental health. Their treatment could play a part in someone considering ending their own life and that is no exaggeration. This company may do well in other areas but they do not need to be allowed to pretend to provide mental health counseling. Their service in this area was actually damaging to me and I feel very confident that I am not the only person that this has happened to.

I have been a client/patient of MDLIVE since 2019. My healthcare plan has a contract with MDLIVE and my co-pays are low. The only mental health/counseling offered by my insurance is MDLIVE. I am a licensed healthcare professional of some 40+ years in the medical and mental health fields including having been a therapist, and I have a seasoned and practiced understanding of counselling and therapy. I've been in a bit of crisis recently and it's become worse during the isolation from COVID. My MDLIVE profile was complete and indicated the complexity of the problems I brought with to "therapy". That's the term the "therapist" used to describe the process we would engage in. She said she read it, and we discussed it during several visits. But recently, I could see her backing out of the relationship in an an inexperienced manner and placing the blame of her failures on me. Eventually, she told the clinical staff that my issues were too complex for 'telemed' all without accepting any responsibility or accountability for her part in the therapeutic relationship. Today, she backed out our relationship giving me a lot of psycho-BS that boiled down to an inexperienced counselor who lacked the courage to tell me earlier on that it wasn't working between, us instead of working with me to see what if anything could change that before helping me find a new resource. Instead, she had MDLIVE essentially prevent me from having another therapist, kicked me out so to speak. This is not the first time. I have referred patients and clients of my own who said they felt worse after engaging in counseling on MDLIVE. It's obvious that I had the wrong therapist(s). I am more certain than ever that for the most part, they do not deliver safe and adequate therapy services. I am essentially satisfied with their medical care although it isn't anything 'amazing', pretty routine and basic. I'm not one who wants any money back. I just want people to be very aware of what they are getting into with a counselor at MDLIVE. I personally think that mine was inexperienced and was therefore reckless and dangerous. It may not be the case with 'all of them' and you may have good encounters. Despite the therapist's profile, they don't seem to be able to deal with what they say they have experience with. I hope you have better success.

MD live denied access to my psychiatrist and now is denying coverage for my therapist. I have no co-pay and am fully covered. I was seeing Husnain Ashraf, MD for major depression, anxiety and abuse of alcohol. I started with him on 5/4 and met with him 5 times until 10/01. He tried to create a follow up for January and I was denied by MDLive that I did not have access to him. I called and complained and they advised it was with my insurance company. I called BC/BS of Texas for Texas A&M and they advised I was fully covered for all telehealth benefits. I tried numerous times to reschedule and have not bee allowed through MDLive. I began seeing a therapist Arthur Belmont. When attempted to reschedule with him he was no longer on the platform and I was never informed. I began seeing another therapist *** Buford on 10/05. We have met 4x. Today I tried to schedule with her and was denied advising they could not verify my insurance benefits. I called BC/BS of TX and they said again, you have full coverage with no co-pay for all telemedicine visits. I called MD Live and they said I had documentation for $44 co-pay with no notes on why. They would create a "ticket" to check into it. I asked when it would be resolved and they would not give me an answer. I asked if it would be resolved in 24 hours and they advised they could not say. In the mean time, I am am unable to see my therapist or psychiatrist. This is poor business practice and truly could be harmful for others who have my diagnoses. It is very difficult to find where I can see these providers on a telemedicine platform. They have interrupted my patient/provider relationship which should be unacceptable. I am very concerned I am going to be able to see my psychiatrist. You cannot just stop taking psychotropic medications. I believe if they want to be a platform to deliver essential health and particularly mental health services, they should function well and certainly not deny access of patients to their providers. A physician cannot even terminate services without a 30 day notice.

MDLive was overpaid for services and is refusing to provide refund. On December 22, I contacted MDLive to try and resolve issues related to overpayments. Over the course of 2020, MDLive and my insurance provider Cigna had some sort of issue regarding payments for services provided. In order to continue using the MDLive service while the billing was being sorted out, I paid MDLive in excess of $200 to prevent collections from occurring on my account. By the time I called in December, Cigna had straightened out their end and provided proper payment to MDLive. I was owed a refund of the fees I paid. After multiple attempts to reach an agent (their phone system kept dropping calls), I finally had a ticket created and escalated. After not hearing from them for several days - even giving them leeway for the holiday - I contacted MDLive again. I was told first that nothing existed, then told that it did exist and was escalted but no one could provide an estimated time to complete, then finally told that a simple account reconciliation would take 45 days. Today, February 1, I called back to check on it. Initially, there was no record of the escalation. When a supervisor was requested, I was put on hold and disconnected. After battling my way through another agent (that did see the escalation), a supervisor that spewed the same 45 day time frame, and a second supervisor that told me she could see I was owed a refund, I was told that the money would be refunded by check. Later today, I received a call asking me to call back to speak to a patient relations manager. When I called the number I was given, the call center insisted that the manager did not exist, said that the refund would take at least 30 days, refused to transfer me to a supervisor, and hung up on me. At this point, the company appears to be drawing this out in hopes that I will forget about the money that they owe me and stop requesting its return. At a minimum, I want my money back. I definitely feel that I should be given interest on the overpayment as it was withheld from me for such a *** period of time and has required much effort on my part to get them to acknowledge.

This company has little to no protocol directive when a problem arises. I decided to give this company a try when there was no available appointments to be seen by a doctor. I filled out the medical background for the reservation, and after a few failed calls, i was in touch with a doctor. Upon completion of that phonecall, i headed to the pharmacy to pick up my medicine. I wait 1/2hr, and i am called to the desk where i am told that the doctor has prescribed a medication that is not covered by my insurance. They informed me that they have called and faxed them, but have not received a response. They ask me to call them and see if I can straighten it out. I find the text message telling me the script was sent and call them. I am told that they have reached out to the nurse who will reach out to the doctor for the script change. He told me he would expedite it in the system, as i was sitting waiting in a pharmacy parking lot 40 minute drive from home. I wait 45 minutes, and call MDlive again. I am given the same story as last time. She apologizes, expedites it once again, and then I wait some more. An hour later, i repeat the process again, and am again told that they cant call the doctor directly, they have to place the request in the system and wait. Im getting furious at this point. And did i mention that i had laryngitis, so each phone call, verification, and explanation was excruciating. I ask to speak to a supervisor. One calls me an hour and a half later, listens to me try to speak my problem with no voice, and then tells me the same thing the others did. I stated that this was wrong, that there should be a protocol when something like this happens. She then accused me of abusing her. I guess she believed i was yelling with my nonexistant voice due to the laryngitis. She tried to hurry me off the phone. I said dont hang up on me. I would like a refund for my appointment, and I'd like to know how to get protocols in place so no one else would be left sitting in a parking lot for hours the way i was. She says that she will pass *** suggestion along, again informs me that the pharmacy would inform me when the script was ready and that there was nothing else she could do about it. I said that i cannot believe that she has no access whatsoever to the doctors that supposedly work for them. She again said no. I asked if they were a booking agency, and she got offended and said that they were part of a medical team handling virtual telehealth, not a "booking" agency. I again asked about my refund. She said, I hope you feel better. Have a nice afternoon and hung up. I then drove 40 mins home. 20 mins after being in the door, i receive a text stating that my script was called in to the pharmacy, and they would be in touch when it was ready.

MD live over charged me for services in March and It's end of July and I still have not received a refund. 1st visit mid Feb 2020 Provider requests follow up appt. never shows in my account. Call cust service to get scheduled. She spoke 40 min about how I need to create an account. Me-I have an account I already met with provider it was created through mycigna and is only way I had access. She said they don't know what that is and I need to create account on MDlive to do follow up. I finally just did it, she manually schedules next appt. Me-costs of visits?. Her-1st visit will be $250. ME-cost of follow up? Her-my card will have $250 hold for second visit when visit is over will be billed $250 or correct amount(couldn't give me cost). Visit(mid March ) I tell provider I'm transferring care to PCP asap(covid had messed this up, why I chose MD live) Me-at $250 a visit I can't afford to see you monthly! She prescribed me 2 months of meds & said follow up visit is $95. Still unable to verify with cust service and no claims were submitted to insurance. Credit card receives two separate charges for $250. I wait 10 days to give them time to correct/submit claims to insurance. I call, Me-no claims were submitted for visits, they aren't counting towards deductible, insurance information on my account from day 1. Her-they don't know why claims weren't submitted, apologized, assured me will be corrected ME-follow up is supposed to be $95 and I've been charged $250 HER-when claims process the diff owed will be refunded within 45 days. April 13 MD live submits claims to insurance Per claims first visit $250; second visit $95=MD live owes me $155. I call in May, around 45 day mark from last call. Cust service says, no info about refund being due to me. She assures me she's requesting refund, can see claims were processed, I was overcharged $155, up to 45 days she says for refund July XX XXXX, I call cust service SHE-sees refund is due, states not sure why not received yet, says it's been 45 days. SHE- I'm escalating it I get voice mail from man stating ongoing problem with BILLING is escalated to billing supervisor/accournt manager to verify if I'm due refund/what amount should be. HIM-they will make sure system is updated so I don't have problem again. HIM- if I have questions call customer service. I wait a week to see if refund would appear. I call cust service, Freda answers. ME-I've had an ongoing issue with a refund, I had a voicemail from a supervisor that it was escalated a week ago. She reads verbatim the 45 day statement after reviewing notes on account. Puts me on hold, counts days, FREDA-I have counted 45 business days on the calendar 45 days is not until July 23(4 more days). ME-Okay. FREDA-abruptly tells me to not speak over her & there's no way she can help me if we're talking at the same time & this is how she gets negative call reviews. ME-I was acknowledging what you said by saying ok. Freda-uh huh uh huh, get a calendar out and count days. ME kindly-I'm not questioning the 45 days, just checking on status of issue. FREDA-are there any actual questions that I can help you with today. ME-When refund doesn't come by 23rd is there a diff phone number I call since this has been escalated? FREDA-doesn't know puts me on hold FREDA-First I have to apologize after speaking to supervisor she informs me your account has been escalated to a supervisor in billing dep. they have called you and left VM & 45 days does not apply you have an indefinite date for a refund. Did you receive a voicemail from someone? ME-yes I did, remember I said someone left me a msg, that's why I'm checking on the status FREDA- I'm going to need you to tell me what the voicemail said verbatim. I play VM . FREDA- it seems your issue has been escalated and they will get back to you. ME-I was calling to check status, is that not ok to do? FREDA-silence...Is there anything else I can help you with? ME-No have a GREAT rest of your day.

Calvin called me Friday November 18 9:28 PM. MDLIVE records everything. He distinctly told me that I am not allowed to receive behavior health services from MDLIVE but I am allowed to receive other health services. I understand behavior health services as appointments with psychiatrists and therapists. I consider other health services as physicians, including urgent care physicians, two separate categories. He said my account would be reactivated, and about a few days after that my account was reactivated.

When my account was deactivated again, I spoke to customer service at MDLIVE and gave her the exact time my conversation with Calvin started, which was when he called Friday, November 18, 9:28 PM.The customer service personnel read to me what the notes said. I believe I might have told her that was not correct. She then told me, "It says...", to the best of my memory. That is very unfair for me to be treated like that. The customer service personnel was very sure she was right because of the notes that Calvin wrote. The customer service personnel said that I have be told to get higher level of care, which is true. She said the notes said that my account was to be deactivated. That is not what Calvin told me.

It is very unpleasant for me to know what Calvin said to me and for a customer service personnel to tell me exactly what the notes said. She felt she was right because she was able to read exactly what Calvin's notes said. What she said to me conveyed something negative about me. If I believe something different than what the notes say, and she asserts what the notes said, it implies something negative about me -- perhaps that I was lying, or that I was mistaken. It was very insulting for someone to contradict me about something that was communicated to me by someone that the customer service personnel would consider credibly authoritative. If she reads notes that came from her supervisor, it would be the honest thing and the right and responsible thing for her to assert that what the notes said was correct. It is in her interest to do her job well and to trust that a supervisor who had authority over her is acting with honesty and integrity. That customer service personnel did her job well. She asserted what she believe was true in good faith. There should be no blame against her.

What Calvin did, to give instructions and record in notes something that was distinctly different than he told me was an abuse of his power. It was dishonest. I don't absolutely know what his intentions were. Perhaps, after communicating to me what his superiors instructed him to tell me, he was given other instructions from his superiors that were different from their instructions before.

Not only did the customer service personnel rightfully contradicted me, but the Care Manager employed by Humana my insurance company that was assigned to me to handle my case also asserted to me what she in good faith believed MDLIVE had made clear to me. My Care Manager is not to be blamed if she was given wrong information she had an obligation and responsibility to take as true.

The consequences of information given to the customer service personnel at MDLIVE and the Care Manager assigned to me at Humana that were different from the information that was given me caused those two people to some things very negative about me -- perhaps that I was dishonest, or incompetent enough to not know or remember what was told me by Calvin, or deliberately noncompliant with decisions that were made by MDLIVE and the providers involved, or perhaps other things.