ComplaintsforMD Connected

• Initial Complaint

  05/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked two appointments for my son, paying $50.00 for each. The second appointment was booked after there was a provider no show for the first one, in the hopes that we could still get him seen. Received cancellation messages 23 minutes after the first appointment (set for 9 am) was to start and 44 minutes after the time of the second appointment (set for 10 am) leaving us waiting at home for nearly two hours while my son missed school. I reached out via the email address provided and their chat engine as I didn't like paying for a second appointment without the first being refunded. No responses were ever received. I ended up going to our credit card provider to request a refund. My son and husband spent about 6 hours in the emergency room needlessly as we were unable to get the xray requisition which this service should have provided. The company did not return our money or respond to any communication.

  Business response

  30/06/2023

  Hello,

  We are sincerely sorry about the inconvenience and we are in the middle of reviewing our processes to ensure a more seamless experience. The appointment was cancelled because the consultation request was not appropriate for virtual care. It needed to be assessed in person. On our end, we could have done a better job of informing earlier but unfortunately, these items need to be determined by a doctor. As such, they generally review during the appointment time. As mentioned above, we are looking at ways to improve that so that we can inform patients more quickly that an appointment is not appropriate.

  We have already issued the refund through the credit card company. 

  Sorry again for the inconvenience. 

  Sincerely,

  MD Connected

  Customer response

  06/07/2023

  
  Complaint: ********
  

  You took my money twice in one morning for services that were not rendered, my concern is not the reason that the services were not rendered. It is the lack of ethics.  The cancellations did not happen at the start time, leaving me waiting. You did not communicate the reason for the cancellation and because I thought that there was a computer glitch I went through the whole process, one more time wasting hours of my day needlessly. I attempted to get customer service before booking the second appointment, but you do not offer any means of reaching any customer service stuff.
  By not spontaneously refunding the money, not replying to emails and not being able to be reached by phone,, I consider your business to be **********  I got my refund from the credit card company- not from your company.
  I have no knowledge, nor do I have any concern for whether you paid the credit card company back. **** *** *** *******.  

  I understand that you are working on a better system, but there is no excuse for not issuing a refund. There’s also no excuse for not communicating the reason for the cancellation ahead of or at the start stone of the appointment. Because you did not, I booked a second  appointment. That appointment was not cancelled until 45 minutes after the intended start time. In total, your neglectful communication cost me $100 of lost work wages as I requested the first appointment at 9 AM, the second for 10 AM, and it was not clear that nobody was going to serve me until 1045 am when the second cancellation notice  came through. My son also missed hours of school.  

  * ***** ******** ** *** *** * ********** ********* ***** *** ************** ****** ** *** **** *** ***** ***** *** *** **** **** *** ****** ** ******* *** ** *** ******* ** ************* *** **** ******** ***** *** ******** **** **** *** ******** ******* * ********* ****** ** ** ******** ******* *** ****** **** ******** 

  Sincerely,
  
  ***** *******

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