Hello Health

Complaint Reference: ID #[redacted]Dear [redacted], When you submit your dispute to [redacted] for the $69 fee you incurred for your Portal Connect membership, our company submit the requested information demonstrating your acceptance of our Terms and Conditions as well as your usage of our service. When you accepted the Terms and Conditions presented to you during your check-in at a visit with your doctor, you agreed that should you not cancel your service during your trial period, there would be no refunds once you were charged for the service. After you were charged for the service on 02/**/2015, you continued to use the service regularly, please note most recently on 03/**/2015. Our company also sent you multiple emails in regards to your Portal Connect  membership.                                  �...⇄ We received communication from [redacted] that your dispute was closed in our favour on 03/**/2015, based on the requested documentation we submit. Unfortunately any attempt you made to drop your dispute was made too late and after the dispute was closed in our favour. As a result of the closure of the dispute we will not be able to process a refund for your Portal Connect membership. We have taken the liberty to set your membership to cancel at the end of your currently paid period on 01/**/2016. Please note you have full access to the services agreed upon in your Terms and Conditions until the fore mentioned date. Regards, Hello Health

To whom it may concern, 
We have since refunded the amount per the request of the individual.

To whom it may concern, 
On March **a confirmation message was sent by our support staff. We typically strive to respond within 24 hours and regret that in this particular instance we weren't able to do so.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted], from this company called me I believe it was the day after I submitted this complaint. She stated they would not refund the money but would issue a receipt. She asked if I had ever attempted to use their online service, I told her yes, when I was trying to find out what this was. When I did attempt to use it, neither of my children's information was on the website nor could I email anyone from that website and I explained that to her also. I also explained to her that I am NOT the only person that has made complaints against this company so apparently I am not the problem, the company is. What they are doing should be illegal! You can not take money from someone's account without FULLY telling them what you are doing! [redacted] then stated that she would send me a receipt and that should take care of my problem and if it didn't to let her know. As you can see, it did not take care of the problem FSA/ADP did not accept the receipt!
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] and her partner signed up for a trial of PortalConnect services at their doctor's office on October [redacted], 2014. At the end of their trial period, on November [redacted] they were charged for a membership fee.[redacted]'s partner contacted our Customer Support team...

today, November [redacted], when they saw the membership fee on their credit card. After speaking with a Customer Support agent, [redacted] was transferred to our billing department. Since [redacted] and [redacted] stated that they were not aware that they had been signed up for a paid service, which was evident since they never logged into their PortalConnect account, our billing department immediately refunded the $99 fee, as requested. The refund may take 48-72 business hours to reflect on their account balance, depending on their bank's processing times.

Review: I visited my family doctor in January to have physical examination, and was requested to update my payment information. I thought it was for the co-pay, but a month later I found that my credit card was charged for $69 by Hello Health Inc. I realize it is the doctor's web-portal, which I don't use it at all. And of course, I didn't authorize the charge. I did log in to the portal once to find out what is all about and see whether it is necessary for me to continue use that doctor for my primary doctor, but other than that, I didn't use any function in the portal. In addition, I don't see any case that I should use the portal.Desired Settlement: I want the company to fully refund the $69 unauthorized charge to my credit card.

Business

Response:

The client signed up for a trial of Portal Connect services on 01/**/2015 at his doctor’s office. The service is offered with a 30-day trial, the sign-up is done along with the check-in process of the medical clinic. The credit card is only charged once the trial period is over and the client has not opted out. Absolutely no charge is processed without the patient’s consent to the terms and conditions of the platform. Our records reflect that after the client signed up for an account on 01/**/2015, he logged on 02/**/2015, 03/**/2015, 03/**/2015 and 03/**/2015 to use the service. Please note his 30-day free trial ended on 02/**/2015 and the most recent login date was on 03/**/2015. On 03/**/2015 we received communication from [redacted] to inform us that the client has opened a dispute of the charge.On 03/**/2015, the client contacted our Customer Support Team to request the refund of the charge;we have provided proof of his Terms and Conditions to [redacted] and we have advised him we will not process a refund while there is an open dispute.

Business

Response:

Complaint Reference: ID #[redacted]Dear [redacted], When you submit your dispute to [redacted] for the $69 fee you incurred for your Portal Connect membership, our company submit the requested information demonstrating your acceptance of our Terms and Conditions as well as your usage of our service. When you accepted the Terms and Conditions presented to you during your check-in at a visit with your doctor, you agreed that should you not cancel your service during your trial period, there would be no refunds once you were charged for the service. After you were charged for the service on 02/**/2015, you continued to use the service regularly, please note most recently on 03/**/2015. Our company also sent you multiple emails in regards to your Portal Connect membership. We received communication from [redacted] that your dispute was closed in our favour on 03/**/2015, based on the requested documentation we submit. Unfortunately any attempt you made to drop your dispute was made too late and after the dispute was closed in our favour. As a result of the closure of the dispute we will not be able to process a refund for your Portal Connect membership. We have taken the liberty to set your membership to cancel at the end of your currently paid period on 01/**/2016. Please note you have full access to the services agreed upon in your Terms and Conditions until the fore mentioned date. Regards, Hello Health

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

1. The merchant keeps saying I signed up for their service, but the truth is I wasn't aware of the sign-up process. So I visited the doctor, the front desk told me to sign in on an iPad and provide my address and credit card information. I wasn't told at all about the portal and I thought all information is just for the doctor and co-pay of the visit.2. In response to [redacted] dispute, the merchant shows that my trial period ends on Feb **, and the first time I logged in is Feb **. That clearly means that I wasn't aware of the sign-up. Otherwise I would have tried to explore what the portal is all about and decide whether to cancel it or not. In fact, I was checking the activities on my [redacted] account on Feb **, which led me to notice that Hello Health has charged me $69. I immediately logged into the portal, purely tried to figure out: 1) what is it all about; 2) how to cancel it. Without any luck in searching options to cancel the service and the services deemed to be useless for me, I immediately filed a dispute with [redacted] against the charge.3. I didn't use their service at all so far. All my logins is in attempt to find a way to cancel the service. But I wasn't able to find anything related to cancel the service, even stop auto-renew the service.4. I also read the other closed Revdex.com complaints against Hello Health, it seems that I am not an isolated case. A number of other people also received the bill without knowing the sign-up. So the problem is not in me, it's in the company.

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

Sincerely,

Review: My physician, Robinhood Integrative Health in Winston Salem NC, installed new kiosks in their lobby to check in. I showed up for my appointment on 2/*/2014 and the kiosks were brand new so I quickly filled in all of the information including my credit card (it is mandatory for them to have a credit card on file now). Other people were waiting to check in and it was almost my appointment time so I checked the "Terms and Conditions" box and proceeded to my appointment. I signed up with an email that I use specifically for my doctors office. I never check the email because I only receive receipts of payment from my appointments which I keep track of through my bank. I had no idea that Hello Health had been sending me emails for over a month to this email address stating that I signed up for a free 30-day trial membership and after the 30 days were up I could no longer opt-out and I would be charged $60 for their service. Yesterday morning, 3/**/2014, a transaction from Hello Health showed up in my bank transactions that I did not authorize. I decided to check the email account I set up for my physician to see if there was anything sent to me on why I was being charged since I had not had any appointments with them since 2/**/2014 and all of the transactions had cleared my bank account. I found the string of emails from Hello Health and I read all of them. On one of their emails it stated that my trial membership was ending soon and I should log in. I went to the Hello Health Portal and signed in using my information and that is where I found out that they charge a $60 annual membership fee. I contacted Hello Health and they stated that I could not get a refund because I checked the box stating I understood the Terms and Conditions when I signed up at the kiosk and that I had received multiple emails stating that I would be charged. I explained that I had not seen the emails otherwise I would have opted out of the service. All of the information about a free trial and being charged was hidden in their terms and I was not given sufficient time to find out what I was signing up for. They charged my debit card without my knowledge and they are refusing to refund me my money. This is very shady business practices on their and my physicians part. All that the service provides is a place to keep track of appointments, medications, and messages from my physician. I do not need any of those services. I am not the first person this is happened to and we are all very upset that we have been taken advantage of.Desired Settlement: A refund of my $60 and for them to cancel my membership. They need to also add (in big bold letters) on the kiosk that you will have a 30 day free trial and that you will be charged $60 after your trial period ends, not hidden in the Terms and Conditions. We are all signing up unknowingly since we need to rush through it to get to our appointments.

Business

Response:

To whom it may concern,

We received an email from this client yesterday. We have responded with a message explaining the program, the workflow and the communication process to emphasize the 30 day trial. This client has responded to this email today and since we have received that response a refund is in process.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My Dr's office set up a portal connect with hello health, where you in the patient through a portal. I was told to enter my credit card information last year and I did. I was suppose to get a 30 day free trial. They charged my account $75.00 back then and I called and the account was cancelled and refunded.

Now, On November 11/*, I signed my son's name into the portal because he had an appointment- NO CREDIT CARD INFORMATION was put in by me -. Today, 11/* I received an email stating 75.00 came out of my account. I contacted the company to ask why, who and where they got my credit card information from because I did not sign up for anything and a representative named [redacted] told me that for a 30 day trial, the money comes out automatically that day, even though the 30 day trial just began. She said they had my credit card on file from a year ago. This is an unauthorized charge, I got hung up on by [redacted] and kept calling back, only to be told that my account would be credited within 3-5 business days. She would not put a supervisor on the phone. This company had NO authorization to take money out of my account without my permission or notification.Desired Settlement: I want my credit card refunded ASAP, and I want my credit card deleted from their file. This was unauthorized.

Business

Response:

To

whom it may concern,

During

the process of checking-in for the appointment in the medical clinic, this

customer agreed to Terms and Conditions of a membership plan, and authorized

the charge of the annual $75 fee for this membership plan. A family relation was

created between the parent and the child in the office, so the financial

information that [redacted] provided at an earlier visit in June was used with

the assumption that her action of subscribing to a membership plan was

intentional. When [redacted] contacted our company with her refund request

on Nov [redacted], notifying us that she

did not intend to sign up for a membership plan, her request for a refund was immediately

granted.

Our

staff is fully trained on these scenarios, and our records reflect that

communications with this patient did correctly inform her of why the charge was

made to her account. We do have a comprehensive quality assurance system in

place, and a flexible refund policy for situations such as this. In the case of

a verbally abusive interaction, as a last resort, our agents are authorized to

end the telephone conversation, Unfortunately, when the interaction with [redacted] escalated, this response was necessary.

Patients

see great advantages in the services provided through PortalConnect and we

regret that, for this particular customer, these benefits have not been

perceived.

Review: I took my son to the dr in Feb 2014. I filled out some information on an IPAD in the office. At one point it asked for credit card info, I gave my ex husbands FSA card as he is the one who pays for our childrens medical expenses. I thought this was for the dr's office to bill for co payments. A few months later, my ex husband received a notice from FSA stating they needed verification from HELLO HEALTH as to the $69.00 charge to the FSA card on 3/**/14. It has taken me this long to finally figure out what Hello Health is. I spoke with the dr's office, [redacted], in [redacted]. They said it is [redacted] and that they have had SEVERAL issues with this but that we have to call Hello Health to reverse the charges. I called Hello Health and was told that they would not reverse the charges because it had been too long. I explained that I had to research to find out who they were and what they were, they still refused to remove the charge. My ex husband's FSA card is now frozen and can't be used due to this charge! This is the WORST business practice I have ever seen!Desired Settlement: I want them to reverse the charge back onto the FSA card so the card will not be frozen! If I had known that this was for Hello Health or [redacted] or whatever they are, I wouldn't have ever given my ex husbands FSA card!

Business

Response:

To whom it may concern,

The individual signed up for a trial membership on February [redacted], 2014, and was charged for the membership on March [redacted], at the end of her trial period. She did not contact us until July [redacted] to request cancellation of her account. Because five months of her membership subscription had already elapsed, as per our policy, our billing department communicated that she was not eligible for a refund. After this conversation, [redacted] sent our company an email communicating more detail about her personal situation and the reason for her request, which had not been communicated before. We have since issued the patient a detailed receipt for submission to her insurance company, detailing the service. We have asked [redacted] to communicate back with us if her insurance company does not accept this as a resolution, and she has communicated her satisfaction with this.

[redacted] signed up for a trial membership on February 21st, 2014, and was charged for the membership on March 24th, at the end of her trial period. She did not contact us until July 23rd to request cancellation of her account. Because five months of her membership subscription had already elapsed, as per our policy, our billing department communicated that she was not eligible for a refund. After this conversation, [redacted] sent our company an email communicating more detail about her personal situation and the reason for her request, which had not been communicated before. We have since issued the patient a detailed receipt for submission to her insurance company, detailing the service. We have asked [redacted] to communicate back with us if her insurance company does not accept this as a resolution, and she has communicated her satisfaction with this.

Review: I was pushed into signing up for this service at my Pediatricians office (when I arrived to my pediatricians office with a sick child I was asked to sign in to Portal Connect, a service provided by Hello Health. It was never mentioned to me that this was a service I would have to pay for) .

As I filled out the form there no mention of an annual fee nor was there

any indication from my pediatrician that I would be responsible for paying

for a records service.

An email was sent to me about my "trial" but did not make it to my regular

inbox. I resent having been forced into this service which I would like to

cancel and feel that a refund is warranted.

I would also recommend that you advise doctors and their staff to properly

educate their patients as to the financial responsibility associated with

this new records service. Doctors have never directly charged their

patients for record keeping. Assuming that the public would have no issue

being responsible with new annual costs associated with simply visiting

your doctor is unwise.Desired Settlement: I would also recommend that you advise doctors and their staff to properly

educate their patients as to the financial responsibility associated with

this new records service. Doctors have never directly charged their

patients for record keeping. Assuming that the public would have no issue

being responsible with new annual costs associated with simply visiting

your doctor is unwise.

Business

Response:

To whom it may concern,

A refund to this client has been processed immediately upon receipt of the request by our customer support centre. All our communication efforts to the client have included details about the program, that the doctor's office has elected to use. We regret that some of our messaging might have been caught behind email filters.

Review: I went to the Dr's and was told to sign in to a pin pad with all my information. At no time did I ever authorize them to charge my account for anything. The took out 69.00 say that the portal trial was over. I never signed up for any portal and or recieved any information that I would be charged. I just was singing in to see the Dr.Desired Settlement: Refund me money,

Business

Response:

To whom it may concern,

Review: I sent an email stating that I wanted to opt out of their service. And I would like a confirmation email that I would not be charged due to my opt-ing out. [redacted] responded to my email making a sales pitch for me to try it for 30 days; after which it will my credit card will be 69.00 a year. Then she requested information from me to verify who I was before she could opt-ed me out.I provided the information by email. No response. On the second day I sent another email to [redacted] requesting she confirm by email I will not charged. No response.Their case number is: #[redacted].Desired Settlement: I just need an email or letter confirming I have opt-ed out of this service. And an apology for their failure to be professional and ethical in their practice.

Business

Response:

To whom it may concern,

On March **a confirmation message was sent by our support staff. We typically strive to respond within 24 hours and regret that in this particular instance we weren't able to do so.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I went to the Doctors office and used a kiosk type device to enter my credit card information ( which they said was mandatory) and all other information they needed. I was charged a 99 dollar fee for Hello Health that I did not intentionally sign up for, nor was I made aware of. I did not sign up for Hello Health, I received no e-mails from them, and have no desire or reason to have them.Desired Settlement: I would like a refund for the 99 dollars and cancellation of any membership that I may have with them.

Business

Response:

[redacted] and her partner signed up for a trial of PortalConnect services at their doctor's office on October [redacted], 2014. At the end of their trial period, on November [redacted] they were charged for a membership fee.[redacted]'s partner contacted our Customer Support team today, November [redacted], when they saw the membership fee on their credit card. After speaking with a Customer Support agent, [redacted] was transferred to our billing department. Since [redacted] and [redacted] stated that they were not aware that they had been signed up for a paid service, which was evident since they never logged into their PortalConnect account, our billing department immediately refunded the $99 fee, as requested. The refund may take 48-72 business hours to reflect on their account balance, depending on their bank's processing times.

Review: This company debited my HSA account for $60 without my permission. My doctor's office installed iPad kiosks for check in and I was informed I needed to put my credit card info in for billing purposes and to cover the charges that would be incurred if I missed an appointment. At no point was I told that my card info would be given to an outside company. I noticed a charge for $60 from Hello Health and had no idea who they were. I called and they said I had 30 days from the time I checked in on the iPad kiosk to cancel a subscription to the patient portal. At no point have I signed onto any patient portal. I was then told you are automatically enrolled when you sign in and you can not cancel at the doctors office, but must contact Hello Health with on 30 days or you will be charged $60 a year! I called to tell them to take the charge off, but they said it was past the 30 days. I have no desire to be a part of this patient portal and am no longer a patient at [redacted] Integrative Health. I want the unauthorized $60 returned to my card. [redacted] Integrative Health said they receive complaints daily, but have no plans to change this practice.Desired Settlement: I would like my money returned to my account.

Business

Response:

To whom it may concern,

We have refunded the individual for the amount charged. The doctor's office and Hello Health are sending several messages to the patients to provide information about the program and the 30 day trial period. We regret if the information was somehow not clear or not received.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I got signed up for the service under false pretenses. I was told that I'm required to complete a form to see my doctor. Then a month later I got charged by Hello Health for a service I have never used or intended on using. I called the company (Hello Health) once I saw a charge on my account and demanded a refund, they told me it was passed the time when I could request a refund and that their policy does not allow for the refund of the fee. Again I have not used their service even once and never logged in into the account which apparently was set up for me. They sent me an email informing me that I had a free trial period previously, the email went to my junk folder and I never saw it. They claim because they did send me the email and that I did not call them back to cancel the service, it is OK for them to charge me. I have not put my signature on any forms that they have that would give them the authority to sign me up (I did fill out a form at my doctors office, which I thought was required to see my doctor). I consider this practice to be extremely deceiving and unethical. The person who I spoke to at Hello Health is [redacted] who can be reached ###-###-####. She insisted that there is nobody above her I can speak to when I asked for her supervisor, yet she is not the owner or the president of the company.Desired Settlement: I expect to receive the refund of $48 charged to my account and for the company to stop the deceiving practice of signing up clients without their clear consent to receive the service.

Business

Response:

In response to the concern referenced above, Hello Health has made an exception to our refund policy and processed a refund based on the fact that, through no fault of his own, this particular patient did not receive all of the communications about the practice’s policies and charges related to the patient portal.

Physicians that use the Hello Health technology platform and offer PortalConnect to their patients request that all of their patients sign up for a 30- day trial of our services. Communication efforts to the patients about the 30-day trial are made prior to the visit, during the visit, and in subsequent e-mail follow up. This patient should have received at least two communications from us prior to his visit, and also should have been exposed to details about the office policy once he showed up to his doctor’s office for his appointment. It is unfortunate that e-mail communication ended up in his spam folder in this particular instance. Although each e-mail service (and each user) has unique specifications for filtering incoming e-mails, we are looking at more effective ways to bypass spam filters with our notifications to patients.

As we continue to hone communications to the patients of our client-physicians, we regret that we haven't been able to effectively communicate to this individual.

Review: I've now been charged by this company twice though I have never authorized any charges nor given them my credit card information. They received my credit card number from my Doctor's office without my permission last year, and after I complained and closed my credit card account, I thought the issue was resolved. My Doctor told me it wouldn't happen again. Today I received an identical charge from Hello Health on my new card, which I had used to make a copayment at my Dr.'s office recently. It appears that, again, Hello Health has somehow received my credit card number without my permission, and charged me a second time. Hello Health has assured me that my account has been closed and this will not happen again but I'm reluctant to believe that given that this is the second incident.Desired Settlement: To ensure that Hello Health will never charge me again for a transaction I didn't authorize, and to ensure that I can use my credit card for copayments at my Dr.'s office without fear that a third party business will use it to make fraudulent charges. I know I'm not the only one with this complaint and I'd like to make sure this doesn't happen to anyone else.

Business

Response:

The customer enrolled herself to a yearly membership at her healthcare provider's office, where she entered her credit card information and accepted the terms and conditions on an iPad in the office. Because the customer has reported the charge as fraudulent to her card-issuer, we must pursue the dispute through the card-issuer's dispute-resolution process, to demonstrate that the charge is legitimate and is for a service that the customer subscribed herself to. Had the customer contacted our company first, we would have cancelled the membership and refunded the charge at the customer's request. However, because a dispute had already been initiated and is for a service that the customer signed herself up for, we must pursue the dispute process with the card-issuer. The membership has been cancelled from renewal, and will not be charged again unless the customer re-subscribes herself, after cancellation. The dispute process will be resolved through the card-issuer, who will determine whether or not the customer is entitled to a refund.