ComplaintsforMDLIVE Inc.

Health and Wellness

Multi Location Business

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Initial Complaint
09/27/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last week I made an online appointment, I believed I had an ear infection.When I went through the prompts, at the end it asks if there is anything else the doctor should know, and I wrote "I'm pregnant."He called, him and I talked about my ear, he recommended something and said "And you're not pregnant."I told him I am pregnant, I wrote it in the response to something he should know.He told me that he cannot help me and the system tells me to update my profile everytime I login. (That isn't true, I've never had to update my profile, nor have I been prompted.) He said as of 3/2023 I wasn't pregnant. I dont think its right that whoever/whatever/AI is responsible for setting up my call didn't catch that I explicitly said I'm pregnant. If there is nothing a provider can do for me, the call shouldn't have been okayed.Nowhere during the process did the site tell me they don't treat pregnant women.I emailed customer service within an hour of this happening and I still haven't gotten a reply.
Business response
10/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; and the delay in getting back to you. After additional review, weve processed the refund of $48 to the original form of payment and will show in 2-3 business days.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Customer response
10/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
09/24/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
in mid August 2024 I used MDLive for one Dr **** by phone I was told it would cost $1 I repeatedly asked what the charges would be and they said $1 now 6 weeks later I'm billed $89 and I cannot get any explanation of these charges when I call MDLive I get someone in ***** who speaks so fast I asked them to slow down twice with a bunch of nonsense about how I need to call my insurance company. Cigna did not bill this charge MDLive did and they need to credit me $89 I was never informed and did not authorize this charge on my debit card
Business response
10/31/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; and the delay in getting back to you. After additional review, weve processed a refund of $89 10/31/2024, during our conversation, you checked your email and confirmed receiving a communication of the refund being processed. You will receive this back to the original form of payment within 2-3 business days.Thank you for taking our call earlier today, it was a pleasure seeking with you. We apologize again for this inconvenience and working on a full resolution.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Initial Complaint
09/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
MDLive has changed the amount of my doctors visit without explanation. I've attempted to resolve this issue 7x and have involved *****. There is no supervisor who can help and they will not return my call. This is preventing me from seeking medical care.
Business response
10/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; and the delay in getting back to you. After additional review, weve show a refund of $35 was processed on 10/30/2024, you will receive this back to the original form of payment within 2-3 business days. Thank you for taking our call earlier today, it was a pleasure seeking with you. We apologize again for this inconvenience and working on a full resolution.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Customer response
10/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ****
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive been using Mdlive for several months and have consistently seen the same therapist. On September 5, I noticed a $90 charge on my account for a visit in July, which should have been covered by my insurance. I contacted Mdlive, and the ***resentative assured me I was covered and that they would request a refund. However, a supervisor later informed me that my insurance denied the claim, and they would no longer process the refund.After speaking with my insurance, I learned that Mdlive had coded my therapist incorrectly, causing the visit to be considered out of network. On September 9, I reached out to Mdlive again, asking them to recode the visit to align with my other visits since nothing had changed. The *** advised me to wait for a supervisor to call back.On September 13, I received a notification stating I had had a balance due for my most recent visit which was another $90. Feeling frustrated, I requested an advocate from my insurance for assistance. The advocate let me know there were a total of 3 visits that were incorrectly coded. So I'm waiting for the other charge to post to my account. The advocate left a message for a supervisor at Mdlive, and when I called Mdlive later that day, the *** mentioned escalating the issue for me again, promising someone would follow up within ***** hours. Since it was Friday, I didnt expect to hear anything until Tuesday, September 17. When I called on September 18, a *** informed me she would escalate the issue once more and directed me to the supervisor line, where I had to leave a voicemail.
Business response
10/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; and the delay in getting back to you. After additional review, weve show a refund of $90 was processed on 10/21/2024. You shouldve received this back to the original form of payment within 2-3 business days. Regarding the incorrect coding concern, this review is still taking place to determine what caused this to happen. We apologize again for this inconvenience and working on a full resolution.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was contemplating getting dermatology care through MD Live which i understood does not involve any "live" component but only submission of materials for review by a doctor. I started inputting my information, including a picture, but I did not finish. I was unable to enter my current medications so I backed off the page, believing that since I had not finished, nor reviewed and submitted my information, nor gotten any kind of notification that my appointment would occur and/or that my credit card would be charged, I was done with this service. I received no communication from MD Live about the partial input of my info until 2 days later when I receive a text that my treatment plan is ready!?!? My credit card was charged $90. At that point, I had no means to even view the treatment plan because I had not received any other information about my "appointment." I emailed and called the business and was informed that once you upload a picture, there is no backing out. If that is the case, there needs to be a notification to alert people that they don't even need to finish entering their health information and they can be charged. It is predatory business practices to not alert people that they do not have to review and submit or finalize the transaction and MD Live will still charge their card. I never agreed for my card to be charged. I did not even finish entering my information.
Customer response
09/18/2024
Here is the email I sent right after MD Live texted and emailed me that I had a treatment plan that I didnt ask for. If only they had texted or emailed me right after I failed to enter all my information that I would be be getting a treatment plan, I could have canceled and this all could have been avoided.
Dara
Business response
10/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; and the delay in getting back to you. After additional review, weve processed the refund of $90 to the original form of payment and will show in 2-3 business days.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Customer response
10/30/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Absolute scam! Talked to one of their providers who disregarded everything I told her about my medical history and recommended treatment that I had already tried and was ineffective. Called back to speak to a different provider, they couldn't connect me unless I paid again, but I couldn't even do that because they couldn't charge my same card twice in one day. I ended up having to go to urgent care where a real doctor immediately prescribed the correct and needed treatment. MDLive said I to have call back to get refunded for my horrible experience with the idiot provider. I did. They said they had no record of that when I called back. I called again and they could find the notes, but then said I'd get an email in 45 DAYS to tell me if it was approved or not. Then I was lied to and told I was being transferred to a supervisor. I called back again. These people will stop at nothing to string you out. I spent over an hour total on the phone and am no closer to receiving the refund they told me to call back for. THEY OFFERED IT TO ME! I didn't ask for it. Now they're playing games and refusing to offer any real resolution.
Business response
09/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced and the timeframe for a resolution. Our records confirm that a refund of $82 was issued on 9-17-2024 which shouldve shown on your original form of payment within 2-3 business days. We attempted to contact you on 9/30/2024 around 6:15pm Est, however; we were unable to reach you and left a voicemail.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Initial Complaint
09/05/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Like other similar complaints here, MDLive refuses to send claims to my insurance provider (******) because they "cannot verify" my insurance. My insurance info is correct, and I ***eatedly provided this information to their customer service over the phone. ****** confirmed my insurance plan was covered for MDLive virtual visits. ******'s own site directs you to MDLive, my phyiscal card shows MDlive. I even did a three way call with a BCBSOK *** and MDLive customer service where BCBSOK confirmed I was covered to MDLive. Still, MDLive refuses to push through the claim, and instead charges my credit card for the full amounts - $82 and $89 respectively for two visits. Something is wrong with MDLive's internal system, they refuse to admit it, and will not correct it. I suspect their vague "verification" system is intentionally broken so they can bill you directly (easier than filing insurance claims).
Business response
09/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; an outreach was attempted on 9/30/2024 around 6:48pm Est, however; we were unable to reach you. A voicemail was left. Based on your records two refunds was processed, $89 on 9-18-2024 and $82 on 9-15-2024. Both refunds shouldve appeared back to the original form of payments within 2-3 business days.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Initial Complaint
09/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The **************** agent asked personal questions and for information that I have NEVER been asked before and had nothing to do with what I needed. I needed a consultation to get an inhaler. And he started asking me about my period and other extremely invasive information. I needed something for my breathing not my v***** This is disturbing
Business response
09/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; an outreach was attempted on 9/30/2024 around 6:48pm Est, however; we were unable to reach you. A voicemail was left. When scheduling through a MD Live agent, medical health history question must be asked, this is a part of our process unfortunately is cannot be bypassed. You have the option to self-schedule through your portal,if these questions are already answered, we ask that you make sure that it is most up to date.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Initial Complaint
08/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was charged $50 for a missed appointment. I was online waiting since 7:55 am. It did not connect to the provider. I should not be charged if they were having difficulty connecting the video. The provider told me she was waiting on me and she saw the same thing, except patient instead of provider, and I called and waiting for 35 min with no help. I am truly upset over this. Told them I had proof I was in there.
Business response
09/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced and the timeframe for a resolution. Our records confirm that a refund of $50 was issued on 9-9-2024. We contacted you on 9/30/2024 around 6:08pm Est, where you confirmed receiving the refund.
If you have any additional questions, please contact our customer service line at ************ and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received telehealth services from MDLive on 07/25/2024. I accessed MD Live through my ********** Blue Shield Texas online account which offers ******************** as a covered service. My insurance information populated automatically on the MDLive site.I received an email notification on 08/25/2024 about an issue verifying my insurance information and I called MDLive customer service on 08/05/2024 at 08:55 MST. They verified that they had my insurance information and suggested that the issue may be on my insurance companys end. I contacted my insurance company at 09:30 AM MST who contacted MDLive and again verified my insurance information and coverage for the visit. I recontacted MDLive at 1336 MST on 08/05/2024 and verified that all information was received.On 08/24/2024, my ***** Fargo credit card was billed by MDLive for $82 which is the full cost of the visit. At no point was a claim submitted to my insurance provider by MDLive. I contacted MDLive on 08/24/2024 at 10:19 MST and advised them of the billing error which the representative acknowledged and stated that he was submitting a request for a refund which would need to be reviewed. I recontacted MD Live at 16:59 MST on 08/27/2024 to check the status of the refund request. The representative stated that they would require 45 days to review the request and information that was submitted by the representative on 08/24/2024 before they could decide whether a refund would be issued. When I inquired further about the billing error and the fact that a claim still had not been submitted to my insurance provider by MDLive, she requested that I contact my insurance provider and have a representative from the insurance company contact MDLive to verify my insurance information and coverage. I advised her that that had already been done. She reviewed their records and confirmed to me that they had a record of that having been done during my call on 08/05/2025.
Business response
09/30/2024
Thank you for choosing MD Live by Evernorth, where you can get immediate access to doctors and therapists 24/7 by video or phone. 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 trustworthy manner. We apologize for the issues you have encountered. We appreciate your feedback; and continuously strive to improve our patient experience.
We are sorry for the inconvenience you have experienced; thank you for taking the time to speak with me on 9/30/2024 around 7:10pm Est. We’ve confirmed that a refund was issued to you in the amount of $57 since the claim was processed and insurance stated the patient responsibility of $25. During our conversation you acknowledge the refund and we discussed the claim being processed by your insurance.
If you have any additional questions, please contact our customer service line at 800-400-6354 and speak with a Health Service Specialist. Thank you for choosing MD Live by Evernorth and best of health.
Customer response
10/01/2024

Complaint: 22206377

I am rejecting this response because:
MDLive's response is misleading and fails to address the main issue of this complaint.

The response fails to acknowledge the dispute that remains open with my credit card company. After making numerous (>10 calls) to MDLive to attempt to have them correct the incorrect bill, I disputed the original transaction with my credit card company and notified MDLive as a courtesy. This was discussed with the MDLive representative during the mentioned call on 09/30/2024 who was nonresponisive to questions about it. As of today, 10/01/2024, the dispute remains open and MDLive has provided no response.

Additionally, the response fails to acknowledge the unlawful billing practice that MDLive is engaged in. MDLive, after incorrectly charging me the full cost of the vist rather than the copay, refused to issue a refund until they received their portion of the reimbursement directly from Blue Cross Blue Shield Texas (BCBSTX). During the mentioned call on 09/30/2024, the representative stated that they issued the refund because they received their reimbursement from BCBSTX.

It appears that MDLive is engaging in an unlawful billing practice with at least a subset of BCBSTX members wherein, despite providing telehealth services under a contract with BCBSTX, MDLive is deliberately surprise billing patient's credit cards for the full cost of the visit rather than just the copay then refusing to issue any refund until MDLive is able to submit the claim and is reimbursed by BCBSTX (which in this case was more than 2 months after the visit). This is a form of healthcare fraud that may be used to cover their expenses immediately rather than waiting to receive the reimbursement.

I can be contacted by phone or email if there are additional questions.

Sincerely,

John Darcy MD
Customer response
10/18/2024
I was notified that the complaint was closed because MDLive had responded to the main issue of the complaint. This is incorrect and the main issue of the complaint remains unresolved. I would request that the complaint be reopened so that the business may respond and address it.
Thank you,
John Darcy

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ComplaintsforMDLIVE Inc.

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