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Complaint Details
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Initial Complaint
11/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called Lifemd twice to cancel my plan and they continue to bill me. I've had to report their activity to my Banks fraud department and put a merchant block on them. Other than the very first consultation, I have not had any appointments ore medical visits with lifemd.Customer response
11/19/2024
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 and the matter has been resolved.
Sincerely,
******* ******
Initial Complaint
11/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello I purchased with the understanding medication was included as it was in the original purchase amount of $199. I did not like the product, put orders on hold, then cancelled script. I did not receive any additional product, was charged $299. There is no need for any services if you do not have the product. I did not renew my prescription. As you can see in the picture its still asking me to renew.Customer response
11/05/2024
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 and the matter has been resolved.
Sincerely,
****** ******
Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 3rd, I placed an online order for ********* 8mg through LifeMD. The prescription was promptly filled, but after taking one dose, I experienced severe night terrors and could not continue with the medication.I immediately attempted to cancel the subscription, contacting LifeMDs pharmacy online and was informed that cancellations could only be processed via phone. Between July and August, I called LifeMD at least four times, only to be met with an automated message stating their office was closed, preventing me from successfully canceling the recurring order.Despite these efforts, LifeMD continued to refill the medication each month, charging $120 monthly to my debit card without my authorization. Today, I was charged yet another $120. When I contacted the pharmacy listed on my prescription label, they clarified that they were not responsible for the charge and transferred me directly to LifeMD. This was the first successful contact I was able to make with their customer service by phone.After some delay, LifeMD located my account and confirmed that the subscription had now been canceled. I requested a refund for todays $120 charge, as the medication had not yet been shipped. The representative refused, citing a policy that prohibits refunds, even though the prescription had not been fulfilled this month as the charge was only completed today. The entire process to stop a high-cost recurring charge for a medication I cannot use has been unduly difficult and unreasonable. This experience underscores the importance of the **** Click to Cancel rule, which aims to protect consumers from situations like this, where they are charged for products they cannot use and struggle to cancel.I am seeking a refund of $360 for the three months I was charged while unsuccessfully attempting to cancel this unusable prescription. Thank you for your attention to this matter.Business response
11/05/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ******** ********, purchased a one month supply of medication on July 3, 2024. The subscription terms, to which *** ******** affirmatively consented, specifically stated that she would be enrolled in an automatic monthly subscription plan, which would result in monthly renewals.
The medication order was shipped on July 8, 2024. *** ******** had two additional medication orders placed with LifeMD. One that shipped on August 8, 2024 and the other that shipped on September 8, 2024.
LifeMD was unable to retrieve record of *** ********* attempt to contact us via the Member Portal, SMS or email. Furthermore, our records show that *** ******** contacted LifeMD on October 25, ****************************************** ******** was informed that the subscription could be canceled; however, the medication would not be refunded since *** ******** had not contacted LifeMD prior to the rebill date.
*** ******** presented and demonstrated understanding with this explanation and disconnected the call with the LifeMD agent.
Given the cancellation of the subscription, we consider this complaint resolved.
LifeMD
Initial Complaint
10/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Company advertised medication at a certain price when you paid they then said that was for their services and not the medication. Want reimbursement for their fraudulent advertised productsBusiness response
10/24/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ****** ****, enrolled in a ******************** subscription telehealth program on October 7, 2024. The subscription terms, to which *** **** affirmatively consented, specifically stated that medication costs are not included in the program subscription fees.
On October 7, 2024, *** **** contacted LifeMD and requested a refund and cancellation of her subscription as she was under the impression that the cost of medication would be included in the program.
Because the customer was under the mistaken belief that medication cost was included in the program, her subscription was canceled and she was issued a full refund on October 10, 2024.
Given the refund and cancellation, we consider this complaint resolved.
LifeMDInitial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed up for lifemed+ out of pocket it said they send a Prior authorization after meeting with the doctor so I did the doctor and I spoke about a prescription of wegovy. They never even sent that prior authorization they sent one for a different medication that they knew would be denied a medication I didnt ask for. They gave me the run around for a month by text portal email and phone calls. They made me wait like a stalemate to force me into buying their compounded product because it would be easier. They knew my insurance would cover the other so they did t send it. They blamed everything under the sun including hurricane Hellene its a disgrace. I had been so hopeful to start my weight loss journey my program with them it was weeks of trying and failing then all to be sent a text that they then deleted my account they didnt take my insurance and to look for a refund this is despicable and Im completely crushed and exhausted Im now left hopeless and discouraged from reaching out to a company that actually conducts their business appropriately. They should be shut down.Business response
10/29/2024
Re: BBB Case # ********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ******* *****, enrolled in a ******************** subscription telehealth program on September 7, 2024.
Thereafter, on September 9, 2024, *** ***** met virtually with a LifeMD affiliated ********** provider. Following the appointment, the treating clinician submitted a request for a prior authorization to be submitted to ********************* approval of which normally takes 7-10 business days. On September 19, 2024, LifeMD was notified that the prior authorization had been denied. LifeMD also informed *** ***** that a second medication was submitted with the prior authorization. On September 23, 2024, that prior authorization was also denied.
On October 2, 2024, *** ****** subscription was canceled and she was issued a full refund.
Given the refund and cancellation, we consider this complaint resolved.
LifeMD
Initial Complaint
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I reach to Life MD back in July 2024 to requested star Semaglutine 10 mg. to help me loose weight. Star shots on August 2024. Needs to put every week same day. After couple weeks I reach to let them know I don't see any results. They increased to 20 mg. And they tell next in 2 weeks increased to 30 mg. Have appt with my ************ Provider on 10/02/2024 to discuss other health issues and they tell me that dose was excessive high for me that stop it is not helping. Also star service with a nutritionists and they advise me when you taking *********** you hace to stop sugar completely. This very important part was never discuss with me by their medical providers. Reach out yesterday to requested refund merchant refused to issue credit due to new vial was received yesterday. Box is seal never open. I can't take this due to requested by my provider ******** ****************************. They are give me a dose that was not appropriate and now they do not want to be responsable. Also provider when I spoke last appt advise I can cancel any time. Miss let me know that you can't requested refund after vial is received. That part is on them not on me.Business response
10/29/2024
Re: BBB Case # ********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, ****** ********, enrolled in a ******************** subscription telehealth program on July 28, 2024.
Thereafter, *** ******** had four separate appointments through September 23, 2024, with a LifeMD affiliated ********** provider. After meeting the criteria, *** ******** was prescribed a GLP-1 medication, for which she paid for separately.
Information relevant to her upcoming journey with GLP-1 treatment, which included dosage and administration, the refill process, and guidance on maximizing her results was provided with the medication.
On September 23, 2024, *** ******* met virtually with the LifeMD provider, at which time a medication refill was placed with the affiliated pharmacy. The medication was delivered on October 2, 2024.
On October 3, 2024, *** ******** contacted LifeMD requesting a refund for medication. Having already been processed and delivered, the medication was not eligible for a refund. The terms and conditions, to which *** ******** affirmatively consented, specifically stated that prescription products are non-refundable.
On October 24, 2024, *** ******** requested cancellation of her subscription. Per her request, *** ********* account was canceled that same day such that she will not incur any future charges.
Given the cancellation of the account, we consider this complaint resolved.
LifeMD
Initial Complaint
10/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I went to order zepband from them, as you see it says that I can get it from them, so I ordered it then I got a email saying that zepband wasn't paid for and that was for the diet plan, that is false advertising and very misleading, and I do believe that's illegal.Customer response
10/03/2024
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 and the matter has been resolved.
Sincerely,
****** ********
Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On September **************************************************** she prescribed similitude and said I would receive it in 10 days. That Monday 10 days later I called them and asked if it was 10 business days or 10 consecutive days. They assured me it was 10 straight calendar days and they would notify me when it ships. The next day I received nothing and I emailed them again. They said give them ***** hours and the time frame was now ***** days because of a backlog. I was fine with that. Then after the 14 days I still received no shipping info and emailed them. They then proceeded to tell me ***** days was the window of time to give it ***** hours. Now Im sitting on day 16 and they are not answering my emails. Please take my advice and do not go with this company.Customer response
10/01/2024
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 and the matter has been resolved.
Sincerely,
******** ********
Initial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for the online service and made my appointment. The first available was 2 months away. They canceled the appointment and we rescheduled another month and a half later. I had to cancel that one. I was then charged $774 for my 6 month subscription and never talked to the doctor or received any treatment.Initial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for LifeMD under the impression that the upfront cost that I would be charged included the medication I was acquiring - this was not the case. I was immediately charged $387. I have cancelled my membership to LifeMD after realizing they have pulled a bait and switch. There is no way to remove my credit card information from their system. I have not received services or products from this provider and am disputing the charge. I will not be meeting with a medical professional or using their services in any capacity. I hope to not be charged at all by this very misleading business.Business response
10/24/2024
Re: BBB Case #********
Dear *** or Madam:
We write in response to the above-referenced complaint.
The customer, **** ****** enrolled in a ******************** subscription telehealth program on September 21, 2024. The subscription terms, to which Mr. ****** affirmatively consented, specifically stated that medication costs are not included in the program subscription fees.
Because the customer was under the mistaken belief that medication cost was included in the program, his subscription was canceled and he was issued a refund on October 22, 2024.
Given the refund and cancellation, we consider this complaint resolved.
LifeMD
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Customer Complaints Summary
402 total complaints in the last 3 years.
334 complaints closed in the last 12 months.