ComplaintsforIncluded Health

Telemedicine

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Doctor on Demand was created in February 2014. A review of Doctor on Demand complaints was completed in October 2024. Complaints on file concern complications with insurance claims and being billed.

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Initial Complaint
10/30/2024
Complaint Type:
Order 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 had a virtual appointment on May 23rd. I was laid off from my job on May 20th. My HR dept said to keep the appointment and that it would still be covered by COBRA. COBRA didn't kick in until June 6th. They billed me prior to that date and the insurance company denied it. On reinstatement of COBRA, I called them to have them re-submit to the insurance company that it was indeed covered. They kept billing me. I called them to have them resubmit in June and July. I called my insurance company who tried to call them. Finally in August I talked to someone who said they were not going to resubmit and that I had to pay. I told them that is insurance fraud because I could pay them and they could resubmit to my insurance company and get double the money and that I wasn't paying them, my insurance would. I would like them to either resubmit to my insurance or to stop harassing me, as they send me and email to pay them often.
Business response
11/07/2024
Thank you for bringing this to our attention. With a valid Release of Information current and on file, we are able to further share the details of the visit that resulted in a formal complaint. In accordance with HIPAA, the patient has agreed to release protected health information exclusively with the Better Business Bureau. This response may not be shared publicly on the BBB website or any other forum.
We are unable to submit claims to the Member's insurance carrier. We have contacted the Member and have provided this update along with next steps to assist them with their request.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Company has sent numerous invoices for three visits by myself and my children which were covered by my ****************** I have called several times and provided **** for the company to still send me invoices for amounts due.
Business response
10/24/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
10/24/2024
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
09/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 3, 2023, November 20, 2023 and December 02, 2023 I used *** on demand," the copay for which was paid by our HSA on December 14, 2023, December 14, 2023 and December 27, 2023, respectively and processed by ** on Demand on January 4, 2024, January 4, 2024 and January 11, 2024, respectively.After several notices throughout the year from Included Health, apparently the parent company of ** on Demand, I was sent another notice on August 30, with a balance due of $148.47, which, of course, was already paid.I called the 800 number on the notice/bill and spoke with a women who directed me to send the proof of payment to the following email address: ****************************************************** which I promptly did. She explained that she would call me back right away to let me know it was received. She did not do that. I have since followed up five times and received no response.This borders on harassment, especially considering the charges were paid nine months ago.
Business response
10/08/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
10/08/2024

Complaint: 22357737

I am rejecting this response because: the company claims to have reached out to me and I have not received any communication from them since this claim was filed. Also, they claim to not be able to answer the complaint w BBB because they can't release patient information, but they don't need to release patient information to acknowledge they made a billing mistake and have closed the file.
Sincerely,

*** ******
Business response
10/09/2024
Please be advised that a secure message with a status on the request was sent to the member via our portal on 10/8/24.
Customer response
10/09/2024

Complaint: 22357737

I am rejecting this response because: there is no communication in the portal from 10/8. See attached screenshot as proof.

Sincerely,
*** ******
Business response
10/22/2024
Please be advised that a secure message via our portal with a status on the request has been provided to the individual.

Customer response
10/22/2024

Complaint: 22357737

I am rejecting this response because: there is still no message in the online portal, as shown in attached screenshot.

*** ******
Business response
10/23/2024
Please be advised that the original message was sent to the individual on 10/8/2024 and a second message was sent today as well.
Customer response
10/23/2024
Better Business Bureau:

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

*** ******
Initial Complaint
09/22/2024
Complaint Type:
Billing 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.
Before I started my visit with doctor on demand I entered my insurance information and was prompted with a window that said my bill would be $0, and I took screen shot picture for evidenc.The visit was five minutes at about 6:30 PM Aug *******.I got receipt via app, stating my balance Is $0, I took the screen shot picture of the receipt for evidence too. One month later I got an email saying I owe $61.8. Is this legal for fake advertising, trapping people.I texted them via app and got reply :"Hi ******,Thank you for choosing ** on demand If you have received an Outstanding Payment Reminder message, please be advised that these are valid bills for services rendered. Patient responsibility is determined after the insurance has completed processing the claim for the visit.Should you have questions or require assistance with the payment process, you can reach the billing department at **************.Thank you,****** I want ** on demand stop trap patient and adjust my bill balance to $0 as I was told and they advertised via app.
Business response
09/24/2024
Please be advised that a status on the request has been provided to the individual.
Customer response
09/25/2024

Complaint: 22320747

I am rejecting this response because:the business only told me that they have no idea why my health insurance didn't cover the visit and let me contact my health insurance company by myself via app. This is not the point, the point is the business fake advertising that my cost is $0 after accepted and reviewed my health insurance information. I want the business adjust my Bill balance to $0 as they advertising and promised. By the way my health insurance company does nothing wrong with this, the business please stop shiftting their own fault to my health insurance company.

Sincerely,

******* ****
Business response
09/26/2024
Please be advised that a status on the request and explanation has been provided to the individual.
Customer response
09/26/2024

Complaint: 22320747

I am rejecting this response because: the business keep the same message "Please be advised that a status on the request and explanation has been provided to the individual." The business is tricky.

Sincerely,

******* ****
Business response
10/01/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.
Customer response
10/06/2024

Complaint: 22320747

I am rejecting this response because:the business didn't resolve the problem. Please adjust my Bill balance from $61 to $0 as your advertising.

Sincerely,

******* ****
Initial Complaint
09/06/2024
Complaint Type:
Billing 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.
Receiving notices from this companys debt collection stating I owe money when I have no used this service in over 3 years. Calls are hung up on by staff and/or staff states they will call back with more info and do not. This company is making fraudulent charges. They billed a health insurance that I have not had in over 3 years since I stopped using this service.
Business response
09/11/2024
Please be advised that a status on the request has been provided to the individual.
Customer response
09/12/2024

Complaint: 22250652

I am rejecting this response because: nothing has been communicated to me. When I call to inquire I am transferred around until someone hangs up on me or told someone will return my call. No one has ever called me back. Ultimately I just receive another invoice.

Sincerely,

***** *******
Business response
09/16/2024
Please be advised that a secure message has been sent to the individual via our platform.
Initial Complaint
09/01/2024
Complaint Type:
Billing 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.
Doctor on Demand lacks a function to message a provider. As such, I was forced to schedule an extra (unnecessary) appointment with my provider when there was an issue with my prescription. All other healthcare platforms I have used outside of this have the option to message a provider privately to resolve such issues. I was charged a copay of $45 for this visit that I only had to complete in order to receive my crucial medication, given a prescription issue that was not my fault. When I contacted Doctor on Demand to request a refund, I was met with no responses to multiple emails, until I finally reached an unkind representative over the phone. They ultimately were not able to help refund me $45 for a visit I should have never had to complete.
Business response
09/03/2024
Please be advised that a status on the request has been provided to the individual.
Customer response
09/03/2024

Complaint: 22227425

I am rejecting this response because both Doctor on Demand representatives I have spoken to (after going a significant portion of time with no response) have yet to provide any justification for why my request for a refund was denied. I have explained multiple times how I was required to schedule an additional meeting (and charged a full co-pay for it) because of 1) an error with my prescription, which I would attribute to the provider Doctor on Demand assigned me 2) an inability to fix this without scheduling an entire appointment with the provider. Given this is a medical issue, I was functionally forced into scheduling this unnecessary meeting for my own health and wellbeing. I am incredibly disappointed with your customer service and will never be using this platform again.

Sincerely,

******************
Business response
09/05/2024
Please be advised that a status on the request has been provided to the individual.
Initial Complaint
08/29/2024
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 have used Dr ** Demand for years because my employer based insurance covers all visits to them at 100 percent per my healthcare benefits. When I received a bill this month for services rendered in December of 2022 I was shocked. I went to my insurance portal and confirmed a claim was never submitted to my health insurance although treatment dates prior and after this date had been submitted validating the the provider did have my health insurance information. I wrote them an inquiry educating them on their contract with my insurance carrier which holds them responsible for submitting claims and getting insurance coverage (I work for health insurance) they responded that they would review my case and respond in 1 to 3 days. We are now at day 9. I have messaged them several more times looking for confirmation that they have written off the debt as they failed to bill my insurance within timely filing guidelines absolving me from liability. They have not responded. Tomorrow I will involve my health insurance company but I shouldnt have to. Dr ** Demand should follow proper medical billing protocol and have the common courtesy of responding to messages.
Business response
09/03/2024
Please be advised that a status on the request has been provided to the individual.
Initial Complaint
08/29/2024
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.
In January of 2023, I was notified by my fertility clinic that my insurance recouped on a bill. I have different insurance now at the time of that service so I reached out the insurance company to see who could help me with my old claim. I was directed to Included Health and began my correspondence with them in late February. I have submitted all the required documents and I keep getting told that things need to be submitted and reviewed with higher *** on Included Healths end. The employee in charge of managing my claims case often tells me when they will be in touch with me next and I still have to reach out to them for an update days later than when I am told I would hear from them. I have submitted all of my documentation and I am at the mercy of this company to help me solve my claims case that should be covered by insurance. It has been confirmed on their end that I was enrolled in the appropriate programs, I do not understand why Im not getting any new answers.
Business response
09/03/2024
Please be advised that a status on the request has been provided to the individual.
Initial Complaint
08/25/2024
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.
BAIT-AND-SWITCH PRICING In response to an ad for a $5 first visit, I downloaded the Included Health app and requested the next appointment with a physician for a general telehealth concern. MISLEADING IMPRESSION OF SERVICE PROVIDED That discount did not flow through, and since (per their verification, which I question at this point), my insurance was not applicable, I had to pay $99 to see a NURSE PRACTITIONER. I am a pharmacist whose role it is to ensure my companys patient facing information is truthful and not-misleading. Since the business name is literally ** on Demand I expected a doctor. Providing a ** after the patient has already paid to interact with a physician is blatant prevarication. The quality of care provided by the ** was abysmal, recognizing that telehealth as an overall concept is a highly effective approach that greatly expands access to care. He indicated low competency around common blood pressure medications, which is honestly the bread and butter of general practice, and I had to spend the time that I paid to receive medical care by a PHYSICIAN to educate a ** on the modes of action and side effects of different classes of antihypertensives. I wont hold my breath for the fat consulting fee that I deserve for coaching this guy. Overall, he had terrible bedside manner. He determined that he could provide no treatment or prescription, and instead told me to go to the emergency room, which is ridiculous and unnecessary. I feel that insufficient and untruthful information is provided up-front. This business comes off as predatory, particularly given its focus on psychiatric snd mental health care. Some people are not in a position to push back due to their medical conditions or other circumstances, and this business comes off like theyre taking advantage of a vulnerable population, primarily of people with urgent or mental health conditions.
Business response
08/29/2024
Please be advised that a status on the request has been provided to the individual.
Initial Complaint
08/20/2024
Complaint Type:
Order 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.
On 12/16/23, while traveling from my home for the holidays I became ill. Based on a search on my insurance companies website, **************** I selected a Telehealth option available under my insurance coverage. The provider was Doctor on Demand, an entity of Included Health. Initially my insurance provider declined the claim from Doctor on Demand. However, when I appealed the claim my insurance paid the claim on 02/01/24. In June I started receiving bills from Included Health for the amount of $90.00 for my visit on 12/16/23. Since 06/12/24 Included Health has emailed me 7 times to request payment. I have now called twice and have received no answer as to why they cannot find the payment from my insurance provider. I have asked for my case to be elevated twice, to which I receive responses such as, "we will elevate this," or "someone will reach out soon." Their practice and conduct is embarrassing and unacceptable. I have been told twice now that there is no way for me to speak with anyone in the insurance department. I have been told my multiple people in their organization that I can ignore the bills, assuring me that they will not be sent to collections. It enrages me that they are likely being paid by individuals who are afraid they will get in trouble if they do not pay their bills, while they are also receiving payment from insurance companies. I will never utilize their company again.
Business response
08/22/2024
Thank you for bringing this to our attention. Doctor On Demand is committed to Putting the Patient First and will not release any patient information without the appropriate release on file. We do not have an authorization to release any information to the BBB regarding this reported concern. The complainant will need to fill out a Release of Information form and ask that the BBB be added before we can share information with this entity. We have, however, reached out to the individual directly to address the concern.

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