ComplaintsforGet Cleared
Telemedicine
HeadquartersMulti Location Business
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I saw an ad on ******** and called a number for a sleep med. The person stated that I qualified for the sleep med which would be $60.00. I never heard anything or received anything. I wrote the ******** ad again and they stated they needed my email address which I provided. I then called the Company LifeMD and spoke to an employee who stated the Doctor needed more info. I asked how was I suppose to know that? They stated there was a message in my message box which there was not. She stated the Doctor wanted to change the sleep med to Remeron or something due to my age. I said fine and she stated they would get with him and then get back to me. I heard nothing but got a text yesterday stating my account was closed and a refund was processed. It seems like a scam company, so far no refund has come to my card.Business response
07/18/2023
Re: BBB Case #********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, ***************************, ordered a prescription drug product from LifeMD on June 12, 2023. In response to the order, a LifeMD affiliated clinician suggested that a different medication might be more appropriate for ********************** and requested further information from ********************** via a patient portal message.
On June 16, 2023, ********************** spoke to a customer service representative and was informed that he would need to provide the requested additional information to the medical provider before a prescription could be issued. ********************** did not provide the requested information and on June 17, 2023, he sent a message to a LifeMD representative via text asking for a refund. That same day, LifeMD issued a full refund to **********************, which typically takes 7 to 10 business days to process. Also on June 17, 2023, LifeMD sent a message to ********************** apologizing for any inconvenience and noting that his subscription account has been canceled.
Considering this cancellation and refund, we consider this complaint to be closed.
LifeMDInitial Complaint
06/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for this service, but the meds were not helping me, so I went to the website to cancel. No where could I find a tab to cancel the subscription. I could not get anyone on the phone, as it went to voicemail. I sent an email to cancel but have not received any reply back. Now they have charged me another $200, and did not send any new meds or anything. Please advise! Thank you.*****************Business response
06/27/2023
Re: BBB Case #********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, *****************, ordered a prescription drug product from LifeMD on March 21, 2023, following authorization from an affiliated medical provider. When making this order, *** ******** affirmatively agreed to enrollment in a subscription program which included renewed orders every two months. Pursuant to the subscription program to which *** ******** agreed, she was billed for another order on May 27, 2023. Also on May 27, 2023, *** ******** sent a cancellation email to LifeMD, to which LifeMD inadvertently did not immediately respond. *** ********* subscription has now been cancelled and her account will not incur further charges.
As a courtesy, *** ******** will also be refunded the amount she was billed on May 27, 2023. The refund was issued on June 27, 2023, and typically processes within 7 to 10 business days.
Considering this subscription cancellation and refund, we consider this complaint to be closed.
LifeMDCustomer response
06/30/2023
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
05/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It was an online doctor site. They asked for a credit card in order to speak to a doctor. After I have my credit card nothing happened. The entire site was locked down. I couldn't click on anything. No doctor spoke to me no anyone spoke to me. I just figured it was a scam. I deleted the app and I didn't think anything more about it. Until several days later I was looking at my credit card statement and this website charged my credit card ****** for absolutely no service at all. I spoke to no one! I want my money back!Business response
05/24/2023
Re: BBB Case #********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, ********************** to her office visit notewas seen via a telehealth visit with a LifeMD affiliated nurse practitioner on May 10, 2023 at approximately 10:40 am. She was given instructions to pursue certain laboratory testing and was given a medical order for the same. ************** called five days later about the charge in her complaint, and the member service representative explained that the charge was for her telemedicine visit on May 10, 2023.
As the records reflect that ************** did speak with, via telemedicine, an affiliated medical provider, who did provide a medical service to **************, we consider this complaint to be closed.
LifeMDCustomer response
05/25/2023
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
05/11/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
The law states that customers who accept an automatic renewal or continuous service offer online must be able to cancel ******************, but LifeMD is clearly not abiding. Nowhere on their website are customers given the option to cancel. As an example, Their terms and conditions page states that you may do so by " (i) signing in to your member portal" with no further explanation. This is incorrect. The customer account details page does not offer cancellation options - only the ability to change the shipping date. I've attempted to call during their listed business hours to no avail. So, I'm currently being charged $200 per month for a medication I cannot use.Customer response
05/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************************
Initial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm unable to cancel auto-renewal for a medication. First of all, the terms of the auto-renewal program are misleading. The policy states that you may cancel your subscription in the member portal. l. Having read this policy I logged in to cancel and because I didn't see any such option, nor mention of being enrolled in auto-renewal/subscription, I was led to believe that I was not enrolled in any subscription. However, it turns out there is no way to cancel your auto-renewal using the patient portal, even if you have an active subscription. I see other customers have also complained of this discrepancy, yet LifeMD has neither updated that policy nor the user interface to permit patients to cancel in the portal. Additionally, I reached out via the website contact form and email address to cancel my subscription and have not heard a reply. Today I also called the customer support line. Twice I was put on hold and each time they disconnected me after 10 minutes, without having spoken to anyone.Business response
05/25/2023
Re: BBB Case #********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
On March 20, 2023, the customer, ***********************************, ordered a prescription product from LifeMD, which was approved by an affiliated medical provider. When making this order, ****************** affirmatively agreed to a subscription program going forward (You will be charged [$___] for your first shipment and [$___] every 1 month thereafter until you cancel or your prescription expires..) and language stating that no refunds were allowed on prescription products.
The March 20 order was shipped to, and received by, ****************** on April 3. *** ******** prescription refill was charged on April 30. ****************** contacted LifeMD on May 3, and asked for a refund of her refilled prescription. In response, LifeMD cancelled her subscription going forward.
Nonetheless,as a courtesy, we have refunded *** ****** for the April 30 refill charge. Therefore, we consider this complaint to be closed.
LifeMDInitial Complaint
04/27/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On November 24, 2022 I was suffering from a sinus infection and wanted to get a Zpac. I googled online doctors that accept Anthem Healthkeepers. LifeMD popped up and even though it said insurance not needed, the cost was the same as my copay so I went ahead and paid for a virtual visit. I did not see anything that mentioned I was getting into a membership nor did I receive any email correspondence saying I had started a membership with them. I received no monthly receipts of said membership. I just found out I have been charged $15/month since December ($60 total) and there is no way to cancel as their website provides false information when you search how to cancel. I want a refund of my $60 and my future payments discontinued. It is obvious from the many BBB complaints on here that they are running a terrible scam.Business response
05/09/2023
Re: BBB Case # ********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, *************************, signed up for a ******************** virtual primary care visit on November 24, 2022. On that day, ****************** met online with an affiliated health care provider and received a prescription. In signing up for a health care provider visit, ****************** affirmatively agreed to a subscription going forward, for which she was charged $15 per month. During the subsequent months, ****************** had the opportunity to again meet virtually with an affiliated health care provider.
As a courtesy, we have refunded ****************** $30, or two-months worth of subscription charges.
Given this refund, we consider this complaint to be closed.
LifeMDInitial Complaint
04/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered a ******** sleep medication as the company advertised and I never got the order. I never recieved any tracking number either nobody replied to my email which I sent 3 times already.Business response
04/25/2023
Re: BBB Case # ********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, ***********************, ordered a prescription drug product from LifeMD on March 21, 2023, following approval by an affiliated medical provider. Unfortunately, due to a transition between medical providers, shipment of this product was delayed. We attempt to ensure the prompt delivery of all orders, and we regret the delay in this instance.
*** ******** product was shipped to him on April 19, 2023, and delivered on April 22.
Given the delivery of *** ******** product, we consider this complaint to be closed.
LifeMDInitial Complaint
03/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I never received my order. They charge my account $178. Ive tried communicating with this company several times I believe I only get computer generated responses they claim its not their policy to provide refunds for prescriptions regardless if I received the shipment or not I am seeking a full refund of the money that life MD stole from me.Business response
04/13/2023
Re: BBB Case # ********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, ***************************, ordered a prescription drug product from Rex MD on March 15, 2023, following approval by an affiliated medical provider. When making this order, ******************** affirmatively agreed to a subscription program going forward and language stating that no refunds were allowed on prescription products. *** ********* order was shipped to him on March 17, 2023, and our records reflect that the product was delivered to *** ********* mailbox on March 22 at 12:09 pm.
******************** contacted us on March 22 and asked for a refund. In response, we cancelled his subscription going forward.
Given the ending of *** ********* subscription, we consider this complaint to be closed.
Rex MDInitial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
There is no way to cancel a membership with LifeMD. No place on the website or in the account. Calling the phone number only gets a voicemail and option to leave a message. I didn't know I was even signing up for a membership when I paid for an initial telehealth appointment in December, 2022. Now my credit card is being charged $15 each month and I can't cancel the membership.Business response
03/21/2023
Re: BBB Case # ********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
The customer, *************************, enrolled in a ******************** virtual primary care program on December 21, 2022. When doing so, ************ affirmatively agreed to an ongoing subscription for $15.00 per month. Pursuant to that subscription, ************ was charged $15.00 on January 21 and February 21, 2023.
On February 25, 2023, at her request, we canceled *** ***** subscription. Accordingly, ************ will receive no further charges from LifeMD.
Given this cancellation, we consider this complaint to be closed.
LifeMDInitial Complaint
12/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
There is absolutely no way to cancel your subscription. Site is setup to confuse you and stop you from cancelingBusiness response
01/05/2023
Re: Complaint ID # ********
Dear Sir or Madam:
We write in response to the above-referenced complaint.
We have researched our files and the only orders for the street address given by the customer, *********************, occurred in 2021. An order for a product that came from ****************** street address first occurred on July 20, 2021. Pursuant to the subscription to which the ordering customer agreed when first ordering the product, subsequent orders occurred on August 24, 2021, and September 20, 2021. Also on September 20, 2021, the customers subscription was canceled going forward.
These are the only orders that come up for ****************** address, and no orders were found relating to ****************** name. If **************** believes the circumstances described herein are incorrect and/or he made another, more recent Rex MD or LifeMD order, he can call us at our customer service telephone number, which is **************.
Rex MD
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Customer Complaints Summary
402 total complaints in the last 3 years.
333 complaints closed in the last 12 months.