ComplaintsforCove

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filled out the consultation form and received a treatment plan from a doctor via telehealth. I wanted additional information before starting on a treatment plan and messaged my doctor a few days before my medication was supposed to ship. I never got a response from the doctor, just a message from Cove saying my medication has already shipped and I can't return it or get a refund.

  Customer response

  04/20/2023

  Better Business Bureau:
  
  Cove recently sent me a message confirming that they have canceled my prescription and refunded me. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to do an online doctor visit for my migraines because it cost a lot to see my neurologist, so I tried out Cove. At first it seemed legit, it said I got a discount for my health insurance so I filled out a detailed account of my migraine history, what worked, didn't work and did a video recording of touching fingers and my nose( which was weird) and the one doctor got back to me with a detailed plan a few days later, what meds he recommended, dosage, video on another medication recommended and asked if it worked for me .. I agreed to that treatment plan Then I hear nothing, weeks go by and I message the Cove provided email. First they said I needed another video( of saying the days of the week backwards) then a different doctor appeared in my messages and it was random enough for a different doctor to join, but then asked about headaches during ***.Then I was told I never got a treatment plan and another charge and medication subscription were about to be charged to my account. (How did they finalize a subscription plan for medication to be ordered if I didn't finish my treatment plan!?) I sent five screens shots worth of the treatment plan I was sent.They tied up my insurance benefit, which they say can't be reinstated... even though if they say I never had my consultation, then a service was never rendered to make payment to my insurance. They offered to refund part of the 45 I paid, but some other fee would follow.. I did not quite get that either.So I lose my money, didn't get the medications the doctor went over and I paid for and ordered, and Cove was in the process of billing empty orders to my credit card I can not delete off my profile.Also, the reviews page does not let reviews be made.

  Business response

  04/13/2023

  Hi *******,
  
  Thanks for taking the time to share your experience. Were sorry we did not meet your expectations and we would love the opportunity to make things right. Upon reviewing your account it appears that you have been in touch with our Care Team to resolve this matter. If you still need help regarding your account or treatment plan, please feel free to contact us directly on the existing email you have with us or you can contact us again at ***********************************. 
  
  Were looking forward to serving you in the near future.  
  
  
  Best,
  
  *****
  Cove Care Team

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/7/2023, I googled propranolol prescription and Cove popped up, it was a page saying I could get the medication after a "consultation". Nowhere on the page does it mention that they deny treatment for all conditions but migraines. After paying the 50-dollar consultation fee and the 45 dollars for the drug, their doctor shoved "we only treat migraines" at me and that was it. The customer service REFUSED to refund me the consultation fee despite me telling him that I was not notified that they only prescribe medication for ONE condition.

  Business response

  03/16/2023

  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  
  Please accept our sincerest apology for any inconvenience we have caused you. Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. It appears that you have already reached out to our Care Team to address your concerns and discuss potential solutions. We'll be happy to discuss your concerns further. 
  
  Take care, 

  --The Cove Care Team

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

  
  

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   There has been no response or attempt to provide solution from your side, as seen on the attachment. No one replied to my email. You simply ignored me.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/22/2023

  Again, we're sorry to hear about your experience using Cove. We received the complaint and have responded back directly to your email to ensure we work on a resolution. If you have any more questions or concerns, please don't hesitate to reach out to us. 

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So this company said It only take 24 - 48 hours but not true during the holidays came went paid for medication I did not get ....said I would get a Doctor to talk to nothing at all I guess there trying to check my insurance I do not know at this point I want my ***** for the medications that I still have not gotten at all ....this is crazy it has been weeks 2 weeks already ....I should just ask my dr for this medication I should have I do not know why I went on line this is so unprofessional....and I keep getting msg form customer service asking can we help do you have any questions and guess what i msg them they do not help it must be some automatic email they send out to everyone to try to seem like they care they talk about caring a lot and they really do not !!!! at this point just give me my money back because I have not received my medication!

  Business response

  01/20/2023

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  Please accept our sincerest apology for any inconvenience we have caused you. At this time, we have reached out to you in regards to your concerns and have come to a resolution. Expect an email from the Cove Care Team, well gladly look into this matter further.

   Best ************************************************* Team

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 8, 2022, I emailed a request to this business inquiring about the purchase of a medication, *****, which is quite expensive at local pharmacies. Very low prices of this medication were advertised on this website, as low as $6.00 per pill. It was my understanding that I needed to provide a credit number for them to process my product request. I completed a very elaborate and detailed questionnaire, noting ALL the migraine medications I had ever taken in my life. Then I was asked to list ALL OTHER medications Id ever taken. (There was even a canine medication in this list!)I had several email and phone conversations with ***** and ****, and was trying to complete all the numerous (ridiculous) exercises requested of me. Little did I know that my credit card would be charged during this process. Total amount was $77.00. After I cancelled the order, I was given a credit in the amount of $27.00. I was told that since I had consulted with a *** ******* they could not issue me a credit for the additional $50.00. So I was out $50.00 and received NO product.I never once conversed with a physician or other medical professional, either by phone or email. My contacts were always customer service representatives.My original phone call to this company was to obtain medication that was prescribed for me by my neurologist. I did not need a consultation with a doctor.The companys website is ****************.I would like a refund of the $50.00. I feel this is a variation of the classic bait and switch.Thank you.

  Business response

  05/31/2022

  Were sorry to hear about your experience with Cove and hope to clear up any confusion for the charges you received. 

  
  Although Cove is an online telemedicine service, we require all patients to complete an online consultation and speak with a licensed physician before any medication is prescribed. We cannot guarantee every patient that completes an online consultation will be eligible for medication services. Before submitting an order and completing an initial consultation, you were made aware of the cost for our services and agreed to be charged a one-time fee of $50 for the initial consultation and an additional $27 charge for medication. We checked our records and validated that you completed the initial consultation and messaged the doctor to discuss your medical history between 4/19/22 through 4/25/22. After reviewing your medical history, our doctor deemed that you were not eligible for our medication services.

  
  Unfortunately, we cannot refund the $50 copay fee as the fee covers the services provided by the doctor. *********************** policy is similar to an in-person clinic or doctors office in terms of the patient paying a copay fee for care from a doctor regardless of if a diagnosis was made or medication was prescribed. However, we did issue a refund of $27 because were unable to provide medication services. In addition, we also canceled your Cove subscription to ensure you will not be charged further.

  Ive attached screenshots for your reference, I hope this clears up any confusion. 
  

  
  

  Customer response

  06/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was supposed to SPEAK with a physician.  I did not.  Just spoke to **************** Reps. ******** medication was not even mentioned This particular medication - ***** -  has been on the market for at least 35 years, and Ive had it prescribed to me by numerous (real) physicians over the years. It is NOT a dangerous or narcotic drug.  They just ran me through several non-sensical tests in order to justify their charging me way too money.   Yes there are co-pays,  but ONLY when Ive had a CONVERSATION with a real doctor. I NEVER SPOKE TO A DOCTOR! When they determined that I wasnt going to be easy they stopped trying to help me and grabbed my $50.00.

  
  

  The public should be warned about this company.  If the Better Business Bureau does not see fit to rein this company in, Im sure other consumers will soon find out about their shady practices and run them out of business.

   

  Thank you.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  06/10/2022

  Again, were sorry to hear about your experience using Cove. We aim to be transparent as possible about patient expectations using our services and with the consultation process. We provide information directly on our website and also have an FAQ section to help address any questions you may have. You can see an example by visiting the link below:

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

  
  As we previously mentioned, our records indicate you did complete a consultation and exchanged several messages with a doctor to discuss your medical history between 4/19/22 through 4/25/22. After reviewing your medical history, our doctor deemed you were not eligible for our medication services. We want to assure you that our doctors are fully licensed in the states they operate. Furthermore, you'll mainly interact with your Cove doctor via our secure messaging portal during the consultation. If a phone conversation is determined necessary by your doctor, they will reach out to you directly. 

  We genuinely hope this clears up any confusion. 
  

  
  

  Customer response

  06/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I never spoke to a doctor! ******* never agreed to buying the referenced medication. I just filled out their questionnaire, expecting to speak with the doctor. ************ I NEVER spoke to a doctor. As soon as you get these people on the phone, they grab your credit number and you get hit with a $50 consultation fee.

  I want this company to explain to me WHAT they provided to me for the $50. Nothing but conversations with **************** Reps. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩