ComplaintsforTeladoc Health, Inc.

Telemedicine

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Initial Complaint
10/20/2024
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.
Sent a request to teladoc about a problem I know requires an antibiotic. The doctor told me in less than ************************************ to go to a clinic and cant provide the prescription over the phone. Then what service did you offer? That is stealing. I expect a refund for services not rendered. If they read my case and knew they couldnt help me over the phone, why did they take my money just to tell me to go to a clinic? This is a scam.
Business response
10/29/2024
Hi *******,
Weve received your request for a refund. Our team is currently reviewing the request and will contact you with an update within three to five business days. If you require immediate assistance, please contact our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Initial Complaint
10/14/2024
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.
On 7 separate occasions TELADOC has improperly billed my credit card rather than my insurance, for therapy sessions for my daughter **** *******, costing me interest and finance charges and large headache. The first time it occurred was in August and took several weeks for them to refund my money. Both of my insurances are uploaded correctly and were in their system. Well it happed again this month, they took 480 this time billing my card instead of my insurance that was on file. I called got someone who barely understand English and could not help me. Im fed up, theyre either completely incompetent to bill correctly or criminal hoping people wont notice them billing their credit card instead of their insurance. I have two ********** policies and they both cover these charges 100%, I should not have to deal with this again.
Business response
10/20/2024
Hi ,

Thanks for getting in touch with Teladoc Health! Our team is on standby 24/7 to help you with your request. So that we can best assist you, please call us at ************.

Your Teladoc Health team

Member Support
P: ************
TTY: ************
Email: *********************************************************
**************************

Confidentiality Notice: This email message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information or otherwise be protected by law. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient,please contact the sender by reply Email and destroy all copies of the original message.
Customer response
10/21/2024
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]
Weve called several times and were told someone would call us back within ***** hours because they were escalating it to the next supervisor. No one has called. The response to continue to call is ridiculous because were not getting the issue handled when we have called. How about your agency representative that is supposed to call us, actually do their job and call us.

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

Sincerely,

******** ***

Business response
10/29/2024
Hello, thank you for contacting Teladoc Health. Our records indicate that your request for a refund has been approved. We did confirm the approval of the refund via email on 10.24.2024. Please allow up to 60 business days for the funds to be available back to your account. Please accept our apology, and if you require further assistance, please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central. We at Teladoc Health look forward to serving all your healthcare needs. Your Teladoc Health team
Initial Complaint
10/02/2024
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.
I set up the appointment to get a prescription for antibiotics. I put that information in the app and they accepted my appointment. After accepting payment, they began a video chat to tell me that because I had already received antibiotics from them recently, they couldnt prescribe them for me again. This should have been part of the screening process. The entire interaction was about 1 minute. Why would they take my money in order to just tell me they cant help me. It was a total waste. I reached out to the support team and they said they would not refund my $45 payment I made for the appointment. It was totally unfair.
Business response
10/15/2024
Hi,
Thanks for getting in touch with Teladoc Health! Member Support will be reaching out to assist you with your Teladoc Health Benefit on today. We have been notified of your need for support and want you to get the assistance you need.
Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
If you do miss our call, please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Customer response
10/16/2024
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:

Teladoc did not try to resolve the issue. They say that their policy is to not give a refund in this situation. I contend that this is a predatory business practice and wholly unjust.

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

Sincerely,

***** ******

Customer response
10/20/2024
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 is generic and automated. It looks like it came from AI. You arent even trying to resolve the issue. I know that not every visit will result in a prescription. My point is that you didnt provide any service. You knew you wouldnt be able to provide service when you accepted my request and took my money. Why did you get me on a call just to say, Sorry, I cant help you. It was literally less than 1 minute of actually talking to the doctor. You didnt even try to not rip me off.

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

Sincerely,

***** ******

Business response
10/23/2024
Prescriptions are at the providers discretion. Any treatment plan is at the providers directions. A free consultation has been added to the member's account for next consultation
Initial Complaint
10/01/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On 8/7/2024, I participated in a telehealth appointment with Teladoc. According to the terms of my employer's insurance plan, Teladoc visits were supposed to be covered with no co-pay. When I attempted to set up the appointment online, however, it requested a co-payment of $49.00. I contacted the customer service via phone and after a lengthy conversation was told my visit would cost almost $80 despite what my insurance had told me. Because I needed to be seen by a provider quickly, I went back online and completed the visit for $49.00. However, I should not have been charged. I request Teladoc refund the $49.00 visit. A claim was also never filed with my health insurance, UnitedHealthcare Choice Plus. I request that the claim be submitted for processing, as I do wish for Teladoc to be paid for the visit by my plan.
Business response
10/15/2024
Hi *****,
Thanks for getting in touch with Teladoc Health! Our Member Support team will be reaching out to assist you with your Teladoc Health Benefit via phone on today. We have been notified of your need for support and want you to get the assistance you need. Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
If you do miss our call, please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Customer response
10/23/2024
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]

Refence ID # ********
I apologize for the time, but Teladoc and I were having trouble connecting by phone. We finally did today and Teladoc is no further along in figuring out the issue and why I was charged $40 but has now sent it to the "client services" team. I request the BBB keep this complaint open/pending as we await a fresh response from Teladoc.

Additional information that may be able to help Teladoc is that while my insurance was processed with UnitedHealthcare--my employer uses a third party administrator model for self-insurance. My employer is *** ********* **** ******** ********* and the third party administrator is ************ *********. Their phone number is ###-###-####.

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

Sincerely,

***** ****

Customer response
11/05/2024
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 have made multiple calls and no one has mentioned anything about a temporary account. No one seems to know anything, honestly, when I call. I only have one account. Please process my visit through my insurance carrier and refund the $40 charge.

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

Sincerely,

***** ****

Business response
11/19/2024
Hi *****, Thanks for getting in touch with Teladoc Health! Our Member Support team is here to help you with your request pertaining to your billing inquiry. Please call ###-###-#### so the Member Support team can provide you with the assistance you need. The Member Support Team is available Monday–Friday, 8 a.m.- 6 p.m. Central. Your Teladoc Health team
Initial Complaint
09/26/2024
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 am writing to express my concerns regarding the recent interactions I have had with your healthcare providers, specifically *** ******* ***** and *** ******** ******. The providers were dismissive, rude, and did not take the time to listen to my concerns thoroughly. Specifically, I was cut off multiple times while attempting to explain my symptoms and medical history, which made the experience feel rushed and unprofessional.Additionally, despite informing the providers that a particular medication had previously provided no relief, they insisted on recommending the same treatment, disregarding my feedback and also disconnecting the call prematurely. This lack of attention to my concerns and medical history is deeply frustrating and has left me feeling unheard and dissatisfied with the care provided.
Business response
10/08/2024
Hello ********, Thanks for getting in touch about your recent visit. We appreciate your feedback and are sorry to hear about your experience. We previously responded to your concern via email on 10/1/2024. We want you to know that we constantly strive for excellence. As such, weve submitted your concern to our Quality of Care and ************************* Theyll review the details and take all proper action with the physician. If there is anything else, we can do to assist you, we are available 24/7 at ************. Your Teladoc team
Customer response
10/08/2024
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 must respectfully reject their position for the following reasons:

1.The business has not directly addressed the core issues I raised, specifically the incorrect medical advice provided by one doctor and the unprofessional behavior of another, who abruptly ended a phone call during a critical discussion.
2.Their statement that they will continue to investigate does not provide a satisfactory resolution or timeframe for when I can expect an outcome.
3.These actions have caused significant stress and have impacted my trust in their practice, and I do not feel confident that a further internal investigation will lead to an appropriate remedy.

I respectfully request that the business provide a more concrete resolution or clarify how they plan to address these serious concerns moving forward.

Thank you for your attention to this matter.

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

Sincerely,

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

Customer response
10/23/2024
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:

While I appreciate the gesture, it does not address my main concern: the accountability of the providers involved in the incident.

The lack of transparency regarding the action taken against these providers is deeply troubling. As a patient, I have the right to expect quality care and to be informed of corrective measures taken when that care falls short. Simply offering a free visit does not address the potential harm caused by the incorrect advice and the unprofessional behavior exhibited during my interactions.

I would appreciate a more detailed response regarding how this issue is being addressed to ensure that other patients do not experience similar problems. If this matter cannot be resolved to my satisfaction, I will consider escalating my complaint to the appropriate regulatory bodies.

Thank you for your attention to this issue.

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

Sincerely,

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

Business response
10/29/2024
Hello ********, we apologize for your experience and understand your concern. As stated previously, the action taken with the providers is not public information. We ensure that our Quality of Care and ************************ did take all proper actions related to your concerns. If there is anything else, please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central. Your Teladoc team
Initial Complaint
09/25/2024
Complaint Type:
Product 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.
My current insurance plan is set up with VirtualCare Access which requires me to see a Teladoc Virtual PCP for Tier 1 copay. However, I can see an in-person PCP for the same Tier 1 copay once the Virtual PCP gives me a referral. I set up an appointment with a Teladoc Virtual PCP to obtain a referral for in-person PCP. The Virtual provider stated they would put in the request and I received at written notification that the referral was submitted and sent to my insurance case management team. I later contacted my insurance and they stated they never received the referral. I reached out to Teladoc and a member of their Care Coordination team with ** credentials stated that my request for referral did not meet medical necessity. I requested a copy of the medical necessity criteria and an appeal form and Teladoc stated they would not be able to provide it. I filed a grievance with their **************** and they had a supervisor call me back and state that a Medical Director would contact me to discuss. The Medical Director has not contacted me yet after several days. I have made several unsuccessful attempts to contact Teladoc about this situation which involves a denial of my access to care. I have provided a clinical rationale of medical necessity and they have stated the referral request is denied without providing me the determination criteria. I communicated my clinical rationale of medical necessity related to my age, family history, concerns lab values from last appointment, well established history with current in-person PCP, concerns with under diagnosis in virtual medical practice, concerns with interruption of current plan for my health management by switching PCPs. Teladoc is incentivized by payment from my insurance plan to retain me as a virtual patient. Unfortunately, Teladoc is placing a priority on their revenue stream over the needs and concerns of their patients. I would like a Teladoc Medical Director to contact me for resolution.
Business response
10/08/2024
Hi *****,
Thanks for getting in touch with Teladoc Health! We are reaching out to assist you with your Teladoc Health Benefit. We have been notified of your need for support and want you to get the assistance you need.
Our Member Support team, who specializes in providing elevated service to members, is ready and here to help.
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Customer response
10/09/2024
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]
The response from Teladoc appears to be a generic auto-generated response. It appears they made no attempt to investigate my individual complaint and find resolution. I was initially promised a call from a Medical Director and never received one. After I submitted this complaint I received a certified letter stating that they had placed a referral for me based on the recommendation of the virtual PCP that I initially saw. I have attempted to escalate this issue with Teladoc via their message portal. I received a call from a supervisor nurse and she stated the letter was sent in error and I stated that they are talking out of both sides of their mouth by stating the individual provider makes the decision to provide a referral and yet that decision was later overridden by their ***************************** I requested the opportunity to submit additional clinical information related to my request for referral and the supervisor stated she would need to check on it and get back to me. This was on September 30th. I sent them a copy of the letter through their message portal and requested someone from their Compliance team contact me. Unfortunately, they continue to send me messages that they will have someone get back with me and they are not following through. his situation is turning into a case of patient neglect and potential malpractice. Teladoc has basically stated that they are my PCP and will not give me a referral to an in-person PCP, yet they continue to ignore my request to submit additional clinical information to be considered for referral. They are not providing me with an opportunity for due process in a matter that could be life altering. I have yet to receive a denial letter from Teladoc providing me what my options are. I am requesting contact from a Medical Director and/or someone from their ********************* regarding this issue.

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

Sincerely,

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

Customer response
10/23/2024
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]

To whom it may concern,

I am disappointed that the two responses from Teladoc have been limited to "contact our escalation team." I have already gone that route and filed a grievance. I have reached out to them on their patient portal multiple times since filing this complaint with BBB and they will not respond to those messages. Teladoc needs to review my case and contact me directly. I should not have to call an escalation line and explain my entire case to them.

I am requesting that the BBB not allow Teladoc to blow their customers off and tell them to call a phone number. Please keep my case open and demand a response back from them. Consumers are being taken advantage of by this failing company and I am hoping BBB can help us out.

Thank you,
***** ******** ***** ********

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

Sincerely,

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

Business response
10/29/2024
Hi ******
We have been notified of your need for support and want you to get the assistance you need. By providing information pertaining to our escalation team, you are afforded the opportunity to contact Member Support when your schedule permits.
Our Escalation team, who specializes in providing elevated service to members, is ready and waiting to assist you with your concern.
Please call ************* The Member Support Team is available Monday–Friday, 8 a.m.- 6 p.m. Central.

Your Teladoc Health team
Initial Complaint
09/21/2024
Complaint Type:
Product 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 consultation with Dermatologist online on 09/04/2024, and I clearly mentioned in the initial intake form that I was consulting for condition *******************. But the doctor didn't review any details, and tried to diagnose something else and gave some general advice regarding dry skin and said he didn't have any treatment plan. They should not have taken this case and should have rejected it as the don't have the expertise and since I had also mentioned clearly on the initial intake form.I would like to have a refund for this cost of consultation.
Business response
10/01/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously sent an email pertaining to your inquiry on 9/24/2024.
Please contact Our Member Support team regarding your refund request
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
Initial Complaint
09/20/2024
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.
I have scheduled for the first time through ******* using insurance. I made 3 appts for 3 members of my family and 2 have cancelled on me and still charged me the cancellation fee, despite them canceling. This appears to be a pattern.
Business response
10/01/2024
Hi,
Were so sorry you werent satisfied with your recent experience. We previously sent an email pertaining to your inquiry on 9/24/2024.
Please contact Our Member Support team regarding your concern.
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I scheduled a telehealth appointment with Teladoc on 9/8/2024 for my 1 year old child. He is listed on my account as someone I could schedule for, so Teladoc was aware of his age. They still allowed me to schedule the appointment with a provider. However, the provider said that due to his age, she would not be able to treat him as he was too young. I asked the provider to clarify and she said that in no situation would she treat a child under two via telemedicine. The visit policy they provide in advance of a telemedicine visit states that providers may not be able to treat your condition or prescribe medication, but the policy doesn't state anything that a patient may be considered to be too young for telemedicine. Therefore, I believe I am owed a refund since they refused to treat my child on the basis of his age, not his condition. If providers are able to set their own policies on ages restrictions for treatment, that needs to be listed in the policy and it was not. They have refused to provide a refund despite me explaining that their visit policy does not cover this situation.
Business response
10/01/2024
Hi,
Were so sorry you werent satisfied with your recent visit. We previously sent an email pertaining to your inquiry on 9/24/2024.
Please contact Our Member Support team regarding your refund request
Please call ************. The Member Support Team is available MondayFriday, 8 a.m.-6 p.m. Central.

Your Teladoc Health team
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
09/17/2024
Complaint Type:
Product 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 contacted teladoc health to get a school excuse note for my sons absences from school. The note did not include the period of absence and was rejected by the school. Teladoc has refused to correct the note.
Business response
10/01/2024
Hi,
Were so sorry you werent satisfied with your recent experience with Teladoc. We will be reaching out via phone on 10/01/2024 to assist you with your concern.
If you need more help,we are available 24/7 at ************* ***********
Your Teladoc Health team

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ComplaintsforTeladoc Health, Inc.

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