Complaints

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a busy Orthopaedic Surgeon. I was contacted by Dear doc about a year ago. I was assured that I would be happy with their service and that it would bring more patients through my web site. I signed up for a one-year trial.Deardoc is a poorly run company. Their service was of little or no benefit to my practice. They do not follow through. We havent heard from them except by promotional emails. Their iPhone app has not worked for months. They have not sent any reports. They sent me a short email about 6 weeks ago stating that the service was up for renewal. Unfortunately, I missed the email. They charged my credit card $14,000 without my permission. I was forced to make an appointment to speak with them . When they called me back, I was working. I asked for a refund for the service for the coming year, I was told that they cant give me a refund. Im now forced to try to resolve this through me credit card company. They are doing an investigation. I had to change my credit card number. I do not recommend Deardoc to anyone.

  Business response

  06/17/2022

  Customer signed product service agreement. Products were delivered and actively utilized. Customer received ***** communications from potential patients via their web tool provided. Customer received 135 confirmed referrals via the product purchased and utilized. The customer also requested to cancel after the renewal of their services agreement. The contract terms and conditions require a notice of 30+ days prior to process cancellation. The customer was reminded prior to the required cancellation via email of their upcoming renewal. Customer chose not to reach out and the signed and agreed upon service agreement renewed. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DearDoc is a business that engages in manipulative business model to coerce practices to utilize their services and prematurely sign extended contracts by offering a good deal. Furthermore, DearDoc has provided inconsistent messaging, changing their terms for refund, and made every effort to prevent me from canceling the service. Finally, they have making the refund process needlessly complicated and have been negligently uncommunicative, despite my practices thorough compliance with their many terms of the refund.1. *** called and falsely claimed to be a representative of a health organization (Apple Health). This is illegal. It seems that others have had similar experiences: refer to reviews on ************************************************************* *** ******************************************************************************************************** 2. When I called ********************** the day after to cancel the service, they provided me a 90 Day Money Back Guarantee Success Plan. At the time, I was willing to give their service a good-faith effort so I and my office manager diligently participated in the meetings and tasks required of us by ****************. However, when I recently requested a refund per terms of the agreement, they have been complicating the refund process by denying our compliance with the plan and requiring our office to communicate with several different people in their company. I have attempted to communicate with said persons but have not received a reply in a week.

  Business response

  05/23/2022

  Customer disputed payment. We are not able to issue refunds if customer disputes payment. It is in the credit card processors responsibility to refund to customer now. We do not have the funds paid to provide a refund. This is resolved and customer is cancelled in our system.

  Customer response

  05/23/2022

  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:

  Even though DearDoc has forwarded responsibility of the refund to the bank, I cannot accept this response as resolution until the 45 day rebuttal period has passed. Then I can be assured that I will receive a refund.

  Second, the other demand was for DearDoc to ceaase their unprfessional and unethical conduct. As there is no way for me to verify that they are no longer preying on other customers, I think it is a fair to request DearDoc to acknowledge and apologize for their unprofessional and unethical conduct.

  DearDoc has been uncommunicative and obfuscating in their refund process, which makes it challenging for customers to receive a refund as stated in the refund policy. Originally, they did not offer a refund. In fact, when I called to cancel the service the very next morning, the high level personnel I spoke to ridiculed me and undermined my concerns when I mentioned reviews online which spoke to their dishonest and manipulative sales practices. It is only after I mentioned that customers are allowed a refund within 2 days of purchase per Washington law that DearDoc offered me the option of refunding after a 90-day trial period.

  Even the way DearDoc pushed me into initially trying their service was manipulative. Their salespeople were not honest and straightforward but instead manipulative and pushy. I refused multiple times but ***, DearDoc's salesperson would not allow me to hang up and threatened me with the loss of a very good deal.

  I would like DearDoc to respond with an acknowledgement of these actions and an apology on this public forum.

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

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Beware of DearDoc: Read This First!As a physician who understands the importance of reviews, it is with great reluctance that I write this. However, the conduct of DearDoc has been so inappropriate and misleading that I feel obligated to warn any others NOT TO ENGAGE WITH DEARDOC! I received a cold call where the description of their services seemed very interesting and possibly beneficial. We were told that their system used AI (artificial intelligence) in its chat function. We were told that their people would use our website to construct initial answers. We ended up posing fifteen common questions and constructed the answers ourselves. We shot our own video answers to several of these questions. When the system went live, not only did it only utilize key words but very poorly at that. For instance, Does the doctor treat menopause? had a well thought out answer provided by us. When we asked, Does the doctor treat hot flashes? (an obvious equivalent of menopause) it answered Would you like to make an appointment? This is one small example of which there were so many. In fact, none of what we were promised ever showed up.It is simply hard to believe that ******* from DearDoc now says: A huge part of your product package with us is the *** service and the review generator which are both invaluable products for online presence, both of which seem to not be getting used. We were VERY clear with *** (the salesman) that those were aspects we DID NOT need nor want!Now after two months of going back and forth and being told our site was too much work and taking too much time we suggested just parting ways amicably with a refund. That was off the table was their response. Do yourself a favor avoid these people!

  Business response

  05/23/2022

  Signed and agreed to 6 month contract term. Customer will not renew contract due to desire to cancellation. Refund policy is very clear there are no refunds. Our team diligently worked with customer to resolve perceived issues. Per the signed agreement, refunds are not eligible for delivered products.

  Customer response

  05/24/2022

  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]

  There was never a "signed and agreed contract." There was a payment agreement for services falsely advertised that would be provided and were not actually delivered. They did not resolve any of the issues we had and our office was the one doing all of the work for the ** chat they misrepresented to us. 

  As for Dear Docs "no refund policy." That is in fact, not true. We have seen on the BBB that in fact, Dear Doc does full refunds for this same complaint. They most recently, gave a full refund on 2/7/2022 to a past client and have given a number of refunds to previous clients, who have complained about these same issues. 

  Dear Doc makes these spam calls, offering services they will not provide and affect patient care for physicians. Which in our case, was detrimental to our practice. We would just like to part ways amicable and receive a refund for services we never received. We do not want to involve legal, but want to prevent any other healthcare workers from this headache and scam of a business. 

   

   

   

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

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

  Business response

  06/07/2022

  Theres is in fact a signed agreement. The products were delivered and active for a period of time. The contract has a clear clause of "Since the price above is significantly discounted, payments referred to herein shall not be refundable and not eligible for proration, and the signing party waives any right to charge-back this purchase with their credit card card processor."

  We also reserve the right to provide refunds as business as we feel fit. Products and services were rendered. Proof of delivery and utilization is actively tracked.

  Business response

  06/24/2022

  Account has been cancelled and refunded.

  Customer response

  06/28/2022

  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,
  
  *******************************
  
  
  
   
  
  

*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. ↩