ComplaintsforTeladoc Health, Inc.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have used the *************** for couple times this year since the pandemic occurred. I have found that they are quite helpful since we do not need to go see a doctor for the common cold issue. On 12/30/21 I requested their service for my daughter ******************************* since she is experiencing the same sore throat symptoms as my youngest daughter ******* I had previously called *************** on 12/24/21 for sore throat symptoms. On 12/24/21 my daughter ****** was prescribed medication that has improved her health, therefore I was expecting the same level of service for my second daughter, ********** Unfortunately the doctor who assisted me on 12/30/21 stated she was not comfortable diagnosing my daughter and still charged me for the consultation. Teladoc states they offer treatments for sore throats yet my daughters were treated differently. As a company they should provide the same service across the board with their patients for the same symptoms, and if they are not able to assist they should not charge $50 for a 2 min call. I want my $50 back for a 2 min call that ended up in disappointment and a bigger headache. I called the Teladoc **************** number and they denied me my claim. I am here asking for further assistance because it is not fair that my daughters got treated differently when they have the same symptoms.

  Business response

  05/19/2022

  Hi ******,
  
  Thanks for getting in touch with Teladoc. We are sorry to hear that you werent satisfied with your recent visit. We appreciate your feedback and want you to know that we constantly strive for excellence.
  
  While Teladoc physicians can prescribe medications, not every visit will result in a prescription being written. Our physicians rely on your medical history and symptoms to determine whats right for you. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating doctor. *********** team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).
  
  Teladoc policy:
  
  By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
  
  To learn more about our frequently asked questions or our prescription policy, you can go to: *********************************************** 
  ****************************************
  
  If you need more help, we are available 24/7 at ************* *********).
  
  Your Teladoc team
  
  
  Member Support
  
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used the Teladoc service on 12/29/2021 for suspicion of UTI. I am a male, and while this is uncommon, I was concerned enough to select this option that Teladoc allows me to. Upon meeting with the physician, I was told that there was nothing he could do for me, as per Teladoc policy prohibits him from being able to prescribe me any medication to treat my symptoms about being a male and having suspicion of UTI. He advised that I instead could try an alternate telehealth service, which he was a part of, that would allow a practitioner like himself, to be able to prescribe me medication. Outside of this option, he stated that the only other avenue I would have available to me would be to go and get tested at a local clinic and have my issue examined there. The entire call lasted only 2 minutes and 38 seconds according to my cell phone log. They charged me 47$ dollars. The advice he gave me was no different than that of say a receptionist giving general information to a concerned patient. This is disgusting. I requested a refund from their customer service and was denied as they said it's a matter of policy that once the call has started I cannot be refunded. The option to meet with a provider regarding concern over a *** for a male should not even be offered if no medical examination can be provided, which 2 minutes and 38 seconds is not even enough time for. Secondly, if I did have a *** (which I found out from testing later that in fact, I did), the outcome would require medication for treatment. Therefore the entire premise of offering to meet with a physician who cannot even prescribe to the patient given the policy is a catch-22, as the patient would undoubtedly require medical treatment if the practitioner suspected a *** was present based on the symptoms described. It is a form of theft in my eyes for them to charge me that amount and refuse a refund based on the situation I've outlined above. COVID has impacted us all, and every dollar counts.

  Customer response

  02/10/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Teladoc Health, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

  Business response

  05/18/2022

  Hi ******,

  Thanks for getting in touch with Teladoc. Were so sorry you werent satisfied with your recent visit.

  Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).

  Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.

  If you need more help, we are available 24/7 at ************* *********** 

  Your Teladoc team

  Member Support

  Business response

  05/25/2022

  Hi ******,

  
  
  Thanks for getting in touch with Teladoc. Were so sorry you werent satisfied with our recent response.

  
  Our team has reviewed your refund request, but unfortunately, we are not able to honor it per our *** disclaimer and our visit policy (included below for your convenience) that was acknowledged at the time of scheduling a visit.

  
  *** disclaimer: In order to prescribe an antibiotic for a urinary tract infection, National Clinical Practice Guidelines require a urine test for males. Our providers will talk with you about your symptoms and may recommend treatment if appropriate, but they may not be able to prescribe antibiotics.

  
  Teladoc policy: By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started, the visit fee is nonrefundable.
  
  If you need more help, we are available 24/7 at ************* ***********
  
  Your Teladoc team
  
  Member Support

  Customer response

  05/26/2022

  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:

  You can cite policy all day long, but that doesn't make you right from a customer service perspective. You are drawing out a valid criticism of a practice your company holds where a patient can be charged over 35$ for a 2:30 second phone call with one of your physicians who even referred me to use a different service due to the inability for them to actually help me for a *** visit for a male. That is absolutely ridiculous and the fact that you trying hide behind policy rather than do a more appropriate response and refund the amount further emphasizes my point, that you put profit before patients.

   

   

   

   

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

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

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/27/21, I scheduled a 7:15 pm visit with **********************************. He never called me and canceled my phone appointment. I was very Ill and needed fast assistance. When I called customer service, the agent was rude and unhelpful. She stated that I will be charged for the visit but when I checked online it says I wont. People, this is healthcare youre messing with. This frivolous cancellation by this particular doctor is disgraceful.

  Business response

  01/17/2022

  Hi,

  Your Teladoc visit was canceled. As a reminder, youre only billed for visits you complete, so the charge for this canceled visit will be removed from your account within **** business days.
  
  If you need more help, we are available 24/7 at ************* ***********
  
  Your Teladoc team
  
  Member Support
  

  
  

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Teladoc has once again charged me $85 for a copay that is fully covered by my insurance company Florida Blue. I have called multiple times and been given the run around spending hours on the phone over multiple days just to be redirected and redirected at nauseum. Florida Blue has confirm that my benefits cover my visits and that its a problem on Teladocs end, but Teladoc says that my benefits dont cover my visits and that it is an $85 copay. As you can see from the screenshot attached, my copay should be $0. I was charged $85 on 12/23/21. This is the2nd time this has happened in the last 3 months, and the only way this got resolved last night was with BBB. Please help.

  Business response

  01/17/2022

  Hi,

  Thanks for getting in touch with Teladoc!

  To get the help you need, please contact our ***************** specialists directly at ************.  Our ***************** is available Monday-Friday, 8 a.m.-4:30 p.m. Central. If you do not reach someone, please leave a detailed voicemail, and well call you back.
  Your Teladoc team
  
  
  Member Support

  Customer response

  01/18/2022

  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:

  [Your Answer Here]

   Hi, I have called several times with no resolution. I have disputed this charge with my bank.

   

   

   

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

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

  Customer response

  02/02/2022

  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:

  [Your Answer Here]

  I have tried calling several times with no resolution. Please refund the unauthorized charge to my back account. Please feel free to call me with contact information you have on file. 

   

   

   

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

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

  Business response

  05/31/2022

  Hello,
  
  Our records indicate that your request for a refund was approved on 5.13.2022.
  
  Please accept our apology,and if you require further assistance, please feel free to contact us at **************
  
  We at Teladoc look forward to serving all your healthcare needs.
  
  Member Support

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have recently moved house to a new city so made a Teledoc appointment on December 8th for a prescription refill as I was unable to get an appointment to register with a new PCP until the following week by which time my prescription would have run out.I spoke to a doctor via Teledoc for approximately 2-3mins (*******************************) where I clearly asked if they could refill a prescription for **** was told by the doctor that they could and he confirmed that the pharmacy that I need it to be sent to and I confirmed the name and address of pharmacy and that it would be processed.Having checked my CVS account I received no texts or update in my account that the prescription was being refilled. I then messaged Teladoc on December 10th asking when I should expect the prescription refill to be completed.This was the response:Teladoc Representative:Dec 10 2021, 11:57 PM EST ***** *** ** ** ************ **** ** ********* *** **** ** ** **** ** **** ******* ** ** * ** ** ****** *** ****** ** ***** *** I messaged back to stated that the doctor did not tell me to see a primary doctor and that I was specifically told that my prescription refill was going to be processed. This is fraudelnt and a scam as I have been charged $47 already for no service whatsoever. I expect this to be refunded. this is disgraceful as if you have moved to a new city and need a teledoc appointment while you are finding new PCP, it is of no benefit whatsoever. Looking on the FAQs for Teladoc there is no refund help/process. I have attached the transcript of the messages.

  Business response

  12/30/2021

  Hi, 
  
  Thanks for getting in touch with Teladoc. We are sorry to hear that you werent satisfied with your recent visit. We appreciate your feedback and want you to know that we constantly strive for excellence.
  
  While Teladoc physicians can prescribe medications, not every visit will result in a prescription being written. Our physicians rely on your medical history and symptoms to determine whats right for you. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating doctor. *********** team has reviewed your refund request, but unfortunately, we are not able to honor it per our visit policy (included below for your convenience).
  
  Teladoc policy:
  
  By requesting a visit, it does not guarantee that a physician will be able to treat you. Some conditions will require you to seek specialty or emergent services that cannot be treated by a Teladoc physician. If a Teladoc physician can treat you, it is also not guaranteed that a prescription will be written. Some diagnoses are treatable with over-the-counter medications or other treatment plans as ordered by the treating physician, which may include further treatment from your primary care physician. Once the visit has started,the visit fee is nonrefundable.
  
  To learn more about our frequently asked questions or our prescription policy, you can go to: *********************************************** ****************************************
  
  
  If you need more help, we are available 24/7 at ************* ***********
  
  Your Teladoc team
  
  
  Member Support

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** refused to assist me in getting an incorrect co-pay fixed. They would not escalate to a manager and hung up on me. Terrible customer service. Without this error being corrected, I will be overcharged again and again.

  Business response

  12/30/2021

  Hi,

  Thanks for getting in touch with Teladoc!

  To get the help you need, please contact our ***************** specialists directly at ************.  Our ***************** is available Monday-Friday, 8 a.m.-4:30 p.m. Central. If you do not reach someone, please leave a detailed voicemail, and well call you back.

  Your Teladoc team
  
  Member Support
  

  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Utilized the Teladoc service for the first time on 11/29. Went through the run around trying to connect with a Doctor, as the stated wait time was not accurate. A Doctor finally joins, and then never connects and calls me as indicated, so I am re-inputted into the queue. I finally connect with another Dr. who spends 5 minutes with me on the phone, did not join the video, and was short and abrupt. He sent in a bunch of unnecessary prescriptions that my ****** Care provider said were not needed the next day when visiting them. All in all, this ended up being a waste of time and money and I would appreciate a refund of $55 for the service which provided me no benefit.

  Customer response

  12/14/2021

  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

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was seen by a TelaDoc provider 11/23 and requested generic prescription medication. The provider confirmed intent to provide prescription, but wrote prescription for a brand name of the same medication. The prescription was not sent to the correct pharmacy, as requested. When I contacted TelaDoc via telephone and electronic patient portal, no one responded to my requests except to inform me via the portal that I will need to schedule another appointment with a doctor. I believe that my initial appointment fee should be waived if, in fact, I must have another provider appointment in order to actually obtain the prescription that was written in the first place.

  Customer response

  01/09/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Teladoc Health, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

  Business response

  05/18/2022

  Hello,
  
  Our records indicate that your request for a refund has been approved and will receive a refund check in the mail.
  
  Please accept our apology,and if you require further assistance, please feel free to contact us at **************
  
  We at Teladoc look forward to serving all your healthcare needs.
  
  Member Support

*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. ↩