Complaints

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went online to seek a online doctor because I hate the E.R so I contacted them for a online fast Vist filled out all the information about my issue they said that I didn't qualify for antibiotics or anything which is crazy because my face is swollen and I can't eat from the pain and couldn't sleep if that isn't a tooth infection I don't know what is but anyways they said I'm fine and I don't require medicine which is false

  Business response

  10/07/2024

  Dear Nathan,

  Thank you for taking the time to provide this feedback. 

  After further review, we have decided to void the claim and the visit. Please allow 7 to 10 business days for this claim to be voided. 

  Customer response

  10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22386701, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Nathan Martin

• Initial Complaint

  09/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Helix VM is a Telehealth scam. They want to charge my insurance and credit card company for something that did not occur. They are claiming that I met with a doctor online, but all I did was fill out a questionnaire. A prescription was supposedly sent to my local CVS, but after talking to the pharmacy the prescription was never sent. I have emailed and called them repeatedly with no answer. I want them to cancel my claim and refund me any charges that will come to my account. I no longer want to deal with this company.

  Business response

  09/27/2024

  Dear Sanaia,

  In review of your feedback, it seems you opted in to have a Fasttrack Rx Request on 09/26/2024, which is considered an asynchronous visit. Asynchronous visits, also known as "store-and-forward" encounters, involve the secure exchange of patient information, such as medical history, images, or test results, between healthcare providers and patients without real-time interaction. It's important to note that the services were provided, including an evaluation and treatment plan, therefore it constitutes as rendered services. Additionally, the medications were sent to the ************ you requested on ***************************************. A copy of the prescription can be emailed to you for your records. Since services were rendered, charges will not be removed. 

  Customer response

  09/27/2024

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I recently received an email from this business stating that my debit card would be charged $139.75 for services. This is an urgent care facility in *******, but I live in ******** and have never visited ******* or used any of their services.I have tried contacting them multiple times via phone and email. The phone number provided directs me to a recording, which transfers to voicemail, but no one ever answers, regardless of the time of day I call. Ive also sent several emails, but the responses are always generic and unhelpful.I have clearly explained that Ive never received services from them and that my information has been used without my consent. Despite requesting them to close any account they have in my name, they continue to avoid addressing the issue **************, I received another email stating they will charge my card $139 again on September 15th, after already charging me on September 12th. I am simply requesting that the charges be refunded, and any account associated with my information be permanently deleted.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Subject: Immediate Action Required: Dispute of Medical Billing Dear Helix Medical I am writing to formally dispute the medical charges associated with my account ****** that I have received for services that I did not receive. March 2024 I want to make it clear that I never spoke with or consulted any doctor; I only made an appointment, which was not fulfilled, as I did not hear from anyone afterward. Consequently, I am not responsible for any charges related to this non-service.I have already reported this matter to my insurance provider and the ************************* as it appears to be a case of fraudulent billing practices. You do not have the right to bill me for services that were never rendered.I hereby request that you cancel this debt immediately and remove any associated charges from my name. Please confirm in writing that this debt has been resolved and that my record is clear.Thank you for your prompt attention to this matter.Sincerely,****** ******

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is an insurance fraud scam company. They are unable to treat me and charged me and my insurance anyway. They provided no medical services and I never spoke to a doctor.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Missing Medical Records and Lies (My ******************** Horror Story)I requested a refill of my medication on their Fast Track RX platform. The doctor prescribed it to me on August 5th 2024. I received email and text message notifications that the medication was sent to my pharmacy.When I viewed my patient treatment plan document, it stated the doctor prescribed the requested medication (controlled substance) and authorized it as a one-time-only event. The quantity of tablets was 7, dosage 1mg, medication *********************** I contacted the support and the patient servicing team because my rx wasn't at the pharmacy yet, and they told me that they do not prescribe controlled substances to my state, that I was never prescribed any medication on August 5th, and that the whole ordeal never happened.I told them that I was prescribed this medication by Dr. ******* ****, as documented in my patient records.Upon signing in to grab a copy of my record to show them, I realized that my records from August 5th, 2024, were gone entirely. I have contacted them for a copy of my medical records for the past 2 weeks, and nobody has responded yet.I reached out to the executive team to let them know about the situation and that I would consider litigation if the matter was unresolved.Tampering with medical records is a serious crime that can result in criminal charges, fines, or loss of medical ********** a law student, this does not fly with me. Stay far away from this company. They are very unprofessional and unethical.

  Business response

  09/09/2024

  Dear ******,

  Thank you for your feedback. We can provide you a copy of your medical records from 08/05/2024 in addition to any information on your file. You can also log on to your patient portal at *****************************************************

  Customer response

  09/11/2024

   
  Complaint: 22193572
  
  I am rejecting this response because:

  I have been requesting a copy still not received since 8/5/2024,

  I did receive a bill however for $95.00 not sure what for. My insurance

  was already billed over $2000.00 for a prescription of generic Retin-A, and

  ***********. I have checked my patient portal many times, the record was

  deleted by one of your staff, apparently. The record was once there and now

  it is completely gone. 

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

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I started a telehealth visit with this company but never completed it nor did I get any health care from this Helix has for billed my insurance level 2 urgent care visit for over $500 and wanting ***** from tryin to send this to collection agency I want them to stop contacting me and refund my insurance their money and do no put this on my credit

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company advertises Fast Track same day review or appointment. While enrolling on the website, they told me that someone would be filling my prescription in the next 24 hours. Several days went by hearing nothing. I sent several emails requesting follow-up, then finally requesting a refund as I had my issue resolved and I never received any kind of care whatsoever from Helix VM. This was a simple prescription for a non-narcotic medication for nerve pain due to foot surgery. Non opioid, not a controlled substance. Just a widely used medication by doctors for nerve pain. I was in a lot of pain and I was hoping to get the rapid response that they promised, but no one ever followed up with me. When I finally did receive a reply from them, it had nothing to do with any of my requests, and that they were going to be sending me to out to a laboratory to do a bunch of work-**** For what? The doctor they promised would evaluate my case never did so, never contacted me, and they have avoided every communication I have sent regarding a refund of the $95 I paid. The experience was terrible, and I'm opening this complaint because they will not respond to any of my communications regarding these issues.

  Business response

  08/08/2024

  Dear ****,

  Thank you for your feedback regarding your experience. After reviewing your request, we have determined to provide you a full refund for services rendered. Please allow 7 to 10 days for the refund to be processed. 

  Customer response

  08/09/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  -I received care on 09/14/2023 -I received a statement notification on 10/31/2023 -I paid off the amount on 11/03/2023 -Between 11/03/2023 - 07/02/2024, I did not receive care from HelixVM and there was no billing-related correspondence between me and them with the exception of a notification from Healowpay that their agreement with Helix ended (attached PDF)-On 07/02/2024 I received an invoice and a $10 late fee. I tried calling Helix to explain what the charges were for but they only do correspondence via email now. I kept asking questions about what the charges were for and they would attach unclear invoices and documentation that simply didn't make sense. I asked for explanations and per their explanations, I shouldn't owe them money. Now I am being threatened with further declination fees and late fees. d

  Business response

  08/15/2024

  Dear Baqar,

  We apologize for any confusion. The balance on your account was paid the payment notification seems it was sent on error. Please disregard the notification. 

  Customer response

  08/27/2024

   
  Complaint: 22076745
  
  I am rejecting this response because:

  I paid the charge that was mistakenly placed on my account due to fear of it adding additional fees and going into collection. I now need a refund. Please help me with this. 

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

  Customer response

  09/20/2024

  Hello, 

  After receiving the message from Helix that they charged me in error, I canceled my credit card payment for the balance that was due. Today, I received additional charges ranging from late fees to bounced check fees. Helix has acknowledged their fault in erroneously charging me, but the charge remains, has been accruing balance, and is now in collections. I would like to emphasize that Helix has directly communicated that this was their error and I owe them nothing, yet has done nothing to remedy this. Please resolve this immediately.

   

  ***** ******

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A couple months ago I needed an emergency refill on a medication, since my normal doctors were being switched suddenly and no one could approve the refill. I found this company on ****** and filled out basic information, and what refill was needed provided my ******** information and waited for a reply. I didn't recieve a reply, and went to the hospital were I received care. I never heard back from this company, nor received a refill or care. Helix VM are now trying to charge me for care I never received, the customer service says that "technically I did by asking for a refill" even though I didn't receive it. This is called "ghost billing". I believe they are a fraudulent company and should be reported, and if they do claim that I was "under their care", then they are responsible for my trip to the ** and need to take accountability, and remove my account and charges.

  Business response

  08/01/2024

  Thank you for bringing your concerns to our attention.
  You used our ********************* which is an asynchronous visit. This means that instead of a real-time consultation, you submitted your information and requests online, and our healthcare provider reviewed them later and made the necessary decisions.
  According to our records, your medication refill was processed and sent to your preferred pharmacy. Please find the attached proof of this transaction. An email detailing your treatment plan was also sent to you at that time.
  As the services were provided as outlined, the balance for these services will remain.

  Customer response

  08/01/2024

   
  Complaint: 22076064
  
  I am rejecting this response because: I never received that medication, and the responses vary and lack integrity. This response also lacks accountability. In order for this company to have developed a treatment plan, they would have had to consult with my physicians for permission to access records and medications. There would have been a lot more paperwork if this was legitimate medical care. 
  
  Sincerely,
  
  *************************

  Customer response

  08/10/2024

  Hello,

  I just wanted to check in and update you on this matter. The company has continued to harass me every day about billing, I am not able to respond to any email because they have it set as a "no-reply".Since they won't respond to resolving this matter, I thought I should let you know. The harassment is distressing to my disability, and I refuse to pay for services I did not receive. 

  Thank you for your time,

  *****

   

  Business response

  08/12/2024

  Dear *****, 
  
  In review of your feedback, it seems you opted in to have a Fasttrack Rx Request on 06/23/24, which is considered an asynchronous visit. Asynchronous visits, also known as "store-and-forward" encounters, involve the secure exchange of patient information, such as medical history, images, or test results, between healthcare providers and patients without real-time interaction. It's important to note that the services were provided, including an evaluation, medication requested and treatment plan, therefore it constitutes as rendered services. 
  
  It's essential to address any outstanding financial obligations promptly to avoid any further fees. Failure to resolve the balance owed may result in additional fees being applied, and ultimately, your account information may be forwarded to a collection agency in accordance with our company's policies and procedures. Please pay your balance promptly online at **********************************************************;

  Customer response

  08/12/2024

   
  Complaint: 22076064
  
  I am rejecting this response because: Once again, I did not receive services from this company. If you cannot guarantee medications and services out of your state, you should not falsly advertise that you do so. Stop harassing me.
  
  Sincerely,
  
  *************************

  Business response

  08/26/2024

  Dear *****,

  Our original response stands with services being rendered. 

  Customer response

  08/26/2024

   
  Complaint: 22076064
  
  I am rejecting this response because: I feel harassed by a company that did not provide me with service.
  
  Sincerely,
  
  *************************

*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. ↩