Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I scheduled and paid for an upcoming virtual appointment on July 17, 2024, with CannaMD charging $189 to my card. I was later contacted and told that I could no longer be met virtually because my doctor had left the practice. Because the in person appointment schedule did not have an opening for me in the next week, I requested a refund and went to another medical provider. I am *still* waiting for CannaMD to refund me $189 after not providing me with the appointment I scheduled.

  Business response

  10/23/2024

  Hello,
  
  It appears that the patient had booked a telehealth appointment with an ineligible provider. When CannaMD attempted to reschedule the appointment, the patient then requested a refund. Her payment was voided upon request. Shortly afterwards, the patient called back to cancel the refund request and was scheduled to be seen in our ************** office. She then requested a cancellation for this appointment due to a work conflict and informed us that she needed to call back to choose a new date. At that point, CannaMD never heard back from the patient until a BBB complaint was filed on Sept 24th. Our team immediately reached out on Sept 25th, and the patient confirmed she did want a refund. We refunded the full appointment amount on Sept 26th. This matter has been resolved.

  -CannaMD

  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had an appointment with CannaMD and missed said appointment. When I emailed to advise I missed appointment, I was asked to call and reschedule. When I called to reschedule, I was advised of a $55 rebooking fee. I declined to pay and canceled certification appointment, requested refund because I prepaid for appointment. The refund was short $55. I explained to agent that Id dispute fee as I was never advised of such. She responded with their cancelation policy. I explained Id look back through emails to see if policy or link to policy was ever part of my appointment emails. It was not in any of them. cannaMD is still refusing to refund $55. They refunded difference of total *** paid less $55 they billed for missed appointment.

  Business response

  04/16/2024

  Hello,

  We apologize for any confusion regarding our cancellation policy. We state this policy on all of our new-patient intake forms and require a signature of acknowledgment before beginning treatment. That being said, we spoke to our internal operations team and they stated that this matter has already been resolved. Should you require any further clarification or need to reach out to our team again, please call us directly at ************** or email, *****************************. 
  
  Thank you!

• Initial Complaint

  12/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have never contacted this company. I am receiving calls on average once per week. I have never answered a call. I expect they got my information illegally violating HIPPA laws.

  Business response

  01/11/2024

  Hello! We recently onboarded a number of new physicians who came to us with an established patient base. The only patients who have been contacted are those who were directly under the care of one of our physicians and listed in the state registry. We obtained permission from each of our physicians to correspond with patients on their behalf upon them joining CannaMD. If you have recently changed doctors and would like to be removed from our database, simply email ***************************** and we will be happy to take you off immediately. Please don't hesitate to reach out to us directly with any further concerns at: **************. Thank you!

  Customer response

  01/12/2024

   
  Complaint: 21067050
  
  I am rejecting this response because:  This complaint serves the purpose to cease calling me or contacting me. They are requesting that I take action which I should have no burden of. I question the legality of their interpretation of how HIPPA laws work. Doctors can't *********** around spreading their client information to every company that employs them. That is the most absurd thing I think I have heard out of this. 
  
  Sincerely,
  
  *********************

  Business response

  01/13/2024

  Hello,
  While we understand your concern, please rest assured CannaMD adheres to all HIPPA requirements. As with any other medical office or hospital, our staff - operating on behalf of each physician - are also duty-bound by HIPPA and serving solely in the capacity of facilitating healthcare operations (specifically permitted by federal law). Your information is and will continue to remain confidential; our outreach efforts, after a new physician joins our practice, are in deference to Florida legislation, which encourages patient notification of physician ************** medical marijuana patient status is uniquely tied to individual physicians within the state Registry, this process is of particular importance.
  Our team has removed you from CannaMDs contact list, but please note that in order to continue your treatment, you will need to be placed under the care of a new physician in the state registry.
  
  You can read more about HIPPA privacy rules at: *******************************************************************************

  
  We wish you the best on your health journey.

  
  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have always went here on a Thursday never have I had issues I've only went here because it was my day off now there are the only offices of this kind that isn't open at least 5 days a week and force you to work around there hours they need customer service.

  Business response

  11/23/2022

  Hello! CannaMD's top priority is, and always has been, patient care. As such, we operate on an appointment-only basis so that we can ensure the best possible experience for our patients. Operating by appointment only allows us to mitigate long wait times and provide ample room during patient appointments to properly discuss their MMJ care options. We strive to accommodate all patient scheduling conflicts and encourage anyone to reach out to our liaison team directly in order to find a time and day that works best for them. Please don't hesitate to give us a call at: **************.

*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. ↩