Doctor on Demand

Doctor On Demand has no procedure for when a provider cancels the designated appointment. Per the company's Terms and Conditions, if an appointment is cancelled within 24 hours, then a charge would be listed. In my particular case, the Counselor for my daughter private messaged me on the phone and told me that she would not be able to see my daughter. She got upset when I refused to cancel the appointment because of the Terms and Conditions I read. I then called Dr. On Demand and spoke with someone name *** She refused to provide any other information (aren't all agents supposed to have an operator ID that they can give out to callers for reference?). When I explained the situation she told me there was no work around and it would be fine. It was not fine. 119$ was pulled from my HSA account and I didn't do anything wrong. There should be a workflow process in the app the makes it to where you do not trigger to automatic payment withdraw procedure. When asking on how I could provide that information the customer service representative was crass. There was no person I could escalate to. No turn around time when I was told that a manager would reach out to me, and finally I was told it would take 1-3 days to get back my money. This process is wrong and can prove a detriment to those customers who use alternate payment methods that they rely on for daily use. As someone who has been working for a financial institution for quite a while, We get calls everyday about customers who can't pay their bills, feed their children, or keep their lively hood due to issues like this. This should be rectified, and I should have been treated with more respect.

I always have great experiences with the doctors on this site, and recently I've been regularly seeing a psychiatrist who is working with me to find meds that will work for me. My problem is with customer service. I started a new set of meds almost two weeks ago, and after a few days of taking them, I started getting very ill in ways that are only ever caused by me consuming lactose. I had never mentioned to my doctor that I'm lactose intolerant because I didn't think anyone would put lactose in a medication. So I try to see if there's a way to contact my doctor just to ask if there is in fact lactose in my new meds without scheduling a $99 appointment. However, there is no way to do that, and the FAQ page is a complete joke. I try to send a message through their messaging center, and I never hear back from them (it's been 18 hours since I sent the message as I'm writing this). So I call their customer service number to see what they can do. The lady on the phone was very helpful and told me even though you can't book an appointment with a psychiatrist within 24 hours (which makes absolutely no sense by the way) said she would contact my doctor, and then my doctor would call or email me within the day. She seemed so confident that my problem would be solved in a timely manner, when she asked if I wanted the claim number, I said no. That was a mistake. I heard nothing from my doctor the entire day. So I call back this morning to find out why I hadn't been contacted. The person I talked to today told me that there is no way for them to directly contact doctors. They have to file a claim to a totally different department, and that that department contacts the doctors, but they deal with claims by what order they received them, and it might take a while for my doctor to contact me. Their solution? They wanted me to pay a medical doctor on their site just to find out for sure if the meds I'm taking have lactose in them, even though I'm already pretty positive. I ask if instead they can book me an appointment with my normal doctor today since she's going to have to figure out a different set of meds for me anyways and a medical doctor wouldn't be able to prescribe me what I need and I already trust my doctor. They told me that there is no way for them to book me an appointment within 24 hours and that my doctor didn't have an available appointment for five days, so I should really just see one of their medical doctors. Even though I was currently on my doctors page looking at her available appointments and she had one available tomorrow. When I mentioned this, they said that they didn't know what their supervisor was looking at but that's what they were told, and then continued to tell me my best option was to see one of their medical doctors. And even when I told them I would have just booked an appointment today if the rep I talked to yesterday hadn't lied to me, they just kept insisting that my best option was to, again, pay a medical doctor to tell me what I already know who won't be able to prescribe me what I need, and won't be able to help me. I love my doctor, but I think at this point I'm going to have to find another option because this business clearly doesn't care about its customers the way their doctors do.

I always have great experiences with the doctors on this site, and recently I've been regularly seeing a psychiatrist who is working with me to find meds that will work for me. My problem is with customer service. I started a new set of meds almost two weeks ago, and after a few days of taking them, I started getting very ill in ways that are only ever caused by me consuming lactose. I had never mentioned to my doctor that I'm lactose intolerant because I didn't think anyone would put lactose in a medication. So I try to see if there's a way to contact my doctor just to ask if there is in fact lactose in my new meds without scheduling a $99 appointment. However, there is no way to do that, and the FAQ page is a complete joke. I try to send a message through their messaging center, and I never hear back from them (it's been 18 hours since I sent the message as I'm writing this). So I call their customer service number to see what they can do. The lady on the phone was very helpful and told me even though you can't book an appointment with a psychiatrist within 24 hours (which makes absolutely no sense by the way) said she would contact my doctor, and then my doctor would call or email me within the day. She seemed so confident that my problem would be solved in a timely manner, when she asked if I wanted the claim number, I said no. That was a mistake. I heard nothing from my doctor the entire day. So I call back this morning to find out why I hadn't been contacted. The person I talked to today told me that there is no way for them to directly contact doctors. They have to file a claim to a totally different department, and that that department contacts the doctors, but they deal with claims by what order they received them, and it might take a while for my doctor to contact me. Their solution? They wanted me to pay a medical doctor on their site just to find out for sure if the meds I'm taking have lactose in them, even though I'm already pretty positive. I ask if instead they can book me an appointment with my normal doctor today since she's going to have to figure out a different set of meds for me anyways and a medical doctor wouldn't be able to prescribe me what I need and I already trust my doctor. They told me that there is no way for them to book me an appointment within 24 hours and that my doctor didn't have an available appointment for five days, so I should really just see one of their medical doctors. Even though I was currently on my doctors page looking at her available appointments and she had one available tomorrow. When I mentioned this, they said that they didn't know what their supervisor was looking at but that's what they were told, and then continued to tell me my best option was to see one of their medical doctors. And even when I told them I would have just booked an appointment today if the rep I talked to yesterday hadn't lied to me, they just kept insisting that my best option was to, again, pay a medical doctor to tell me what I already know who won't be able to prescribe me what I need, and won't be able to help me. I love my doctor, but I think at this point I'm going to have to find another option because this business clearly doesn't care about its customers the way their doctors do.

I have tried to get a prescription fixed for over 6 days. I have been seeing a doctor on this service for several months. In my last visit was told to continue prescribed medication as currently taking. After 2 weeks, noticed I was not feeling as well. Looked at prescription bottle and dose was cut by one third. On my visit summary the doctor ordered correct and current dose, but in the prescription order, the dose was changed. Clearly their fault. I have been now told that they are busy, to make another appointment (at 99 dollars a pop) and now nothing for 4 days. I am furious. I have spent 100s on this app and they obviously DO NOT care about anything other than getting someone to make more appointments. I plan to swith over to my nearby clinic that allows you to check in online.

the first & last time I used doctor on demand was on 05/24/2019. I had pink eye in both eyes & figures instead of going to the doctor i’ll facetime one. I paid $49 and spoke with a doctor who stated he would provide me with a prescription. I wanted 3hrs for the prescription to be sent to the pharmacist. I reaches out to doctor on demand and was told that no prescription had been submitted in my name & that I would have to pay another $49 to have a doctor possibly send in a prescription. I refused & decided to drive to primary care physician. I requested a refund from doctor on demand and had to wait almost 6 weeks before I got my money back. this experience was absolutely terrible & completely unacceptable. I do not recommend anyone waist their money on this service.

I have tried to get a prescription fixed for over 6 days. I have been seeing a doctor on this service for several months. In my last visit was told to continue prescribed medication as currently taking. After 2 weeks, noticed I was not feeling as well. Looked at prescription bottle and dose was cut by one third. On my visit summary the doctor ordered correct and current dose, but in the prescription order, the dose was changed. Clearly their fault. I have been now told that they are busy, to make another appointment (at 99 dollars a pop) and now nothing for 4 days. I am furious. I have spent 100s on this app and they obviously DO NOT care about anything other than getting someone to make more appointments. I plan to swith over to my nearby clinic that allows you to check in online.

the first & last time I used doctor on demand was on 05/24/2019. I had pink eye in both eyes & figures instead of going to the doctor i’ll facetime one. I paid $49 and spoke with a doctor who stated he would provide me with a prescription. I wanted 3hrs for the prescription to be sent to the pharmacist. I reaches out to doctor on demand and was told that no prescription had been submitted in my name & that I would have to pay another $49 to have a doctor possibly send in a prescription. I refused & decided to drive to primary care physician. I requested a refund from doctor on demand and had to wait almost 6 weeks before I got my money back. this experience was absolutely terrible & completely unacceptable. I do not recommend anyone waist their money on this service.

Wish I could give them a negative star. I spoke with a doctor 24 hours ago and my prescriptions still has not been called in. I am now forced to go to a different doctor and pay again. I have called them three times and each time I get the "canned" response that Sundays are their busiest days, and they have not been able to get my prescription submitted. Ridiculous!! Isn't getting quick care the whole concept of virtual doctors??? What a scam!!!

Wish I could give them a negative star. I spoke with a doctor 24 hours ago and my prescriptions still has not been called in. I am now forced to go to a different doctor and pay again. I have called them three times and each time I get the "canned" response that Sundays are their busiest days, and they have not been able to get my prescription submitted. Ridiculous!! Isn't getting quick care the whole concept of virtual doctors??? What a scam!!!

Took $120.00 7 days prior to service rendered and ruined my weekend. I called tech support and said this is how they check to see if my funds are available before my scheduled appointment 7 days before I see my doctor. They said it would be refunded in a day or so....Today is my friends bachelorette party and I was going to use that $120.00 to go downtown. Prior me leaving my house, I checked the balance of my AMEX and saw that the App charged me $120.00. Now I cannot afford to go, and as I’m typing this, the girls are meeting up at a restaurant to start the bachelorette party and I can’t ask my friends to pay for my night. Dr. On demand ruined my weekend.

Took $120.00 7 days prior to service rendered and ruined my weekend. I called tech support and said this is how they check to see if my funds are available before my scheduled appointment 7 days before I see my doctor. They said it would be refunded in a day or so....Today is my friends bachelorette party and I was going to use that $120.00 to go downtown. Prior me leaving my house, I checked the balance of my AMEX and saw that the App charged me $120.00. Now I cannot afford to go, and as I’m typing this, the girls are meeting up at a restaurant to start the bachelorette party and I can’t ask my friends to pay for my night. Dr. On demand ruined my weekend.

I have been a patient of Doctors on Demand since 2017. On 4/18 I logged into my account to schedule an appointment with my physician in order to refill my prescription. I encountered a techincal issue and phoned DoD to resolve the issue and set up an appointment with my physician. On 4/22 "*** confirmed that the technical issue was on their side and she would have someone contact me to resolve it, *** also informed me that she had contacted the refill department and that they would review within "24 hours" and I would receive a confirming email that the prescription was called into my pharmacy, she also set up and confirmed with email that she had scheduled me for a video appointment with my physician for 4/25 at 6:30 a.m PST. I clearly communicated my concern that I have been attempting to refill my prescription since 4/18 and that I was leaving town on the afternoon of 4/25 and that I had to have my medication prior to departing as I would not be anywhere I could fill it while out of town. *** assured me that it would be done within 24 hours. I did not receive any type of confirmation from Doctors on Demand. On 4/25 at 6:27 a.m I logged into the site, checked my location, microphone and camera and all was ready for my appointment with my physician. At 6:33 a.m the doctor had not shown up so I emailed Doctors on Demand to ask why she did not show up to our scheduled appointment. "*** checked and showed the following on my file: 4/22, everything that I have stated above was documented, I had been charged or the appointment as a "no show" even though I was there and would not allow me to speak with a supervisor. I was clear about the seriousness of being without my medication and the physical and mental harm that it would cause, she was not interested, stuck to her script and after repeated requests would not allow me to speak with a supervisor. Leticia informed me that the refill department last evening had contacted the pharmacy but would not guarantee that they did and would not guarantee that my prescription would be filled prior to my departure this afternoon. Doctors on Demand on several occasions did not fulfill their obligations to me as a patient, I contacted them in a timely manner, agreed to all of their requests and fulfilled all of my obligations. In addition, I have been charged a fee as a "no show" for the appointment even though I was on the site at the scheduled time and emailed them at 6:33 am. informing them that I was there and the doctor was not. This is the current status. I phoned my pharmacy and they do not have the prescription and I will soon be out of my medication and I do not even want to begin to consider the physical and mental ramifications of having to get off this type of medication "cold turkey". Doctors on Demand completely dropped the ball and allowed me to fall through the cracks of their system without ever conceding any responsibility and having no concern about the effects on my health.

I have been a patient of Doctors on Demand since 2017. On 4/18 I logged into my account to schedule an appointment with my physician in order to refill my prescription. I encountered a techincal issue and phoned DoD to resolve the issue and set up an appointment with my physician. On 4/22 "*** confirmed that the technical issue was on their side and she would have someone contact me to resolve it, *** also informed me that she had contacted the refill department and that they would review within "24 hours" and I would receive a confirming email that the prescription was called into my pharmacy, she also set up and confirmed with email that she had scheduled me for a video appointment with my physician for 4/25 at 6:30 a.m PST. I clearly communicated my concern that I have been attempting to refill my prescription since 4/18 and that I was leaving town on the afternoon of 4/25 and that I had to have my medication prior to departing as I would not be anywhere I could fill it while out of town. *** assured me that it would be done within 24 hours. I did not receive any type of confirmation from Doctors on Demand. On 4/25 at 6:27 a.m I logged into the site, checked my location, microphone and camera and all was ready for my appointment with my physician. At 6:33 a.m the doctor had not shown up so I emailed Doctors on Demand to ask why she did not show up to our scheduled appointment. "*** checked and showed the following on my file: 4/22, everything that I have stated above was documented, I had been charged or the appointment as a "no show" even though I was there and would not allow me to speak with a supervisor. I was clear about the seriousness of being without my medication and the physical and mental harm that it would cause, she was not interested, stuck to her script and after repeated requests would not allow me to speak with a supervisor. Leticia informed me that the refill department last evening had contacted the pharmacy but would not guarantee that they did and would not guarantee that my prescription would be filled prior to my departure this afternoon. Doctors on Demand on several occasions did not fulfill their obligations to me as a patient, I contacted them in a timely manner, agreed to all of their requests and fulfilled all of my obligations. In addition, I have been charged a fee as a "no show" for the appointment even though I was on the site at the scheduled time and emailed them at 6:33 am. informing them that I was there and the doctor was not. This is the current status. I phoned my pharmacy and they do not have the prescription and I will soon be out of my medication and I do not even want to begin to consider the physical and mental ramifications of having to get off this type of medication "cold turkey". Doctors on Demand completely dropped the ball and allowed me to fall through the cracks of their system without ever conceding any responsibility and having no concern about the effects on my health.

This is the 2nd time I have had a problem with my prescription being filled timely. The customer service refuses to escalate my call higher than a supervisor. The representative (s) and supervisor (s) cannot answer my questions. They refuse to give me a contact number to their headquarters.

This is the 2nd time I have had a problem with my prescription being filled timely. The customer service refuses to escalate my call higher than a supervisor. The representative (s) and supervisor (s) cannot answer my questions. They refuse to give me a contact number to their headquarters.

When we were out of town our son started having signs of the flu: coughing and temperature around 104. The doctor through Dr On Demand app was visibly distracted with her own children and her evaluation and advice seemed like that of a careless stranger rather than a medical professional. We were worried about the super high temperature and when she told us there is nothing she can do we asked whether we should take him to an urgent care tonight. In essence, she said she couldn't do anything and just told us to watch the temperature and if it persists until tomorrow take our son to an urgent care. This just seemed wrong, so we took him to the urgent care right away and sure enough it was the flu. We immediately got a prescription for Tamiflu. When asked Dr On Demand to refund the fee we got a response several weeks later that they can't refund "because you did complete a medical visit and the provider rendered medical advice." It's a very strange standard of quality - it is like like refusing to refund a purchase of a faulty vacuum because "you bought it and the vacuum did turn on one time." So Dr On Demand in our venerable healthcare industry has a lower quality standard than our vacuum industry...

When we were out of town our son started having signs of the flu: coughing and temperature around 104. The doctor through Dr On Demand app was visibly distracted with her own children and her evaluation and advice seemed like that of a careless stranger rather than a medical professional. We were worried about the super high temperature and when she told us there is nothing she can do we asked whether we should take him to an urgent care tonight. In essence, she said she couldn't do anything and just told us to watch the temperature and if it persists until tomorrow take our son to an urgent care. This just seemed wrong, so we took him to the urgent care right away and sure enough it was the flu. We immediately got a prescription for Tamiflu. When asked Dr On Demand to refund the fee we got a response several weeks later that they can't refund "because you did complete a medical visit and the provider rendered medical advice." It's a very strange standard of quality - it is like like refusing to refund a purchase of a faulty vacuum because "you bought it and the vacuum did turn on one time." So Dr On Demand in our venerable healthcare industry has a lower quality standard than our vacuum industry...

App worked great, the Dr. didn't listen to my issue, even though I told her that nasal sprays hurt my nose the prescription was for a nasal spray for my sinus infection. Big waste of time and money. Severe sinus infection was treated like a common cold. Followed up with minute clinic, sinus infection diagnosed, prescription filled.

App worked great, the Dr. didn't listen to my issue, even though I told her that nasal sprays hurt my nose the prescription was for a nasal spray for my sinus infection. Big waste of time and money. Severe sinus infection was treated like a common cold. Followed up with minute clinic, sinus infection diagnosed, prescription filled.

I paid 49 dollars for under 7 min to be seen due to eye irritation and loss of voice and chest tightness, my script 24 hours later still was NEVER sent to my pharmacy, my pharmacist called in TWICE for this then I called in and was told two stories 1) the dr never put what medication was to be prescribed and 2) my phone number was wrong which I find funny since my previous time of using this service I had all of my scripts promptly but suddenly a phone number has prevented me from getting medication and the dr really didn’t include the medication that was to be dispensed?! I have since cancelled the whole order and will take my business back to my family dr where I have to miss work but at least I know I’ll get the medication I need to get better, I will no longer use this service 50 dollars to talk to a dr but still have to go to my PCP is a waste

Sent from my iPhone