Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a virtual appointment with KHealth I was misled by the website.I have an inner ear infection.I am not even sure if I was talking to a real person.The clinician diagnosed me with an upper respiratory infection and told me to stand in front of a vaporizer!!I have pain and pressure in my ear and muffled hearing.She then tells me that she cant diagnose an inner ear infection and that adults dont get them any way.I have had several as an adult!I was specific about what my problem was at the beginning. Instead of charging me they should have not sent me to the ** clinician!I got scammed!

  Business response

  02/04/2025

  Thank you for sharing your concerns. After reviewing this case, we view this matter as resolved as your $25 payment for this consultation was already refunded on 2/1/25. 

  Our records show you completed a consultation with one of our providers on 2/1/25. Please understand that our service is chat-based. Patients will start chatting with our AI symptom checker before given the option to connect with a clinician through a virtual chat. All of our clinicians are board-certified medical professionals, and patients can verify this through the app. 

  We appreciate your feedback. If you have any additional questions or concerns, you can always follow up with our team at ************************************************************. 

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the second time I reached out to them for a inexpensive ********** medication and both times. *** came back and suggested I go to a Emergency care place to get checked out? And she would not prescribe any medication. I chatted with her by text only so for her to give me an opinion it costs me $73.00 on my credit card? I wrote them back to say they are scammers and need to be shut down?They are worthless.I tried a different online *********** They took my insurance only charged me $1.99 and called me in 4 prescriptions.****** ********

  Business response

  02/04/2025

  Thank you for sharing your concerns. After reviewing your case, we see that you paid a $73 one-time visit fee and completed a chat-based consultation with one of our medical providers on 1/30/25. Please understand that our paid service is the medical consultation, rather than the outcome of that consultation. While our providers would like to treat every patient they see, their number one priority is patient safety and they may refer a patient to seek in-person care after completing a consultation. 

  We've issued a courtesy refund for your $73 one-time visit, but going forward we may not be able to issue a refund if a consultation has been completed. Please allow 5-10 business days for the refund to appear back in your account. The timing of this process is dependent on your bank. 

  Please follow up with our team at ********************************** if you have any additional questions or concerns. 

  Customer response

  02/08/2025

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

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I got an invoice in my email about with the date of service 3/9/2024. I reinstalled the app to check what was the reason of visit, and did not see anything. In addition, I was understood that my visits were covered by my insurance at the time, as my insurance advertised this service as free. There are no details about my visit either.

  Business response

  01/02/2025

  Thank you for bringing this to our attention. After further review of your case, the recent $68 invoice was from your date of service on 3/8/24. It appears as 3/9/24 as the interaction with our team occurred after midnight Eastern Time, the time zone our system operates in. A claim for this visit was reprocessed by your insurance carrier to apply a balance towards your deductible.
  
  Our billing is based on insurance adjudication, so we are unable to determine if/when a charge will be processed. For more information about this charge, please contact the ************************ with your insurance provider.
  
  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have enjoyed the service and wanted to continue using, but needed to pause for a couple of weeks while I wait to get paid. I reached out and was told it would be escalated to a refund team, who later replied with an obviously unpersonalized response declining to refund because they apparently dont offer refunds and they just cancelled my future membership instead. Why escalate to a refund team if you dont even offer refunds? I wanted to continue my membership in a couple of weeks, but now Im happy itll be over in January.

  Business response

  11/07/2024

  Thank you for sharing your feedback, and we sincerely apologize for your recent experience with us. We appreciate the opportunity to address your concerns.

  After reviewing your case, we have processed a refund of $147 for the payment made on 11/2/24, and your subscription has been canceled to ensure you are not billed further. Please allow 5-10 business days for the refund to appear in your account.

  We also appreciate your comments regarding the response you received from our team. Weve carefully reviewed your correspondence and will provide constructive feedback to the team involved to ensure we continue to improve our service.

  Our Patient Advocate has reached out to you via email with instructions on how to reconnect with our team if you choose to rejoin our membership in the future.

  Once again, we apologize for any frustration caused, and we truly value your feedback. If you have any further questions or concerns, please dont hesitate to contact us at ************************************************************.

  Business response

  11/07/2024

  Thank you for sharing your feedback, and we sincerely apologize for your recent experience with us. We appreciate the opportunity to address your concerns.

  After reviewing your case, we have processed a refund of $147 for the payment made on 11/2/24, and your subscription has been canceled to ensure you are not billed further. Please allow 5-10 business days for the refund to appear in your account.

  We also appreciate your comments regarding the response you received from our team. Weve carefully reviewed your correspondence and will provide constructive feedback to the team involved to ensure we continue to improve our service.

  Our Patient Advocate has reached out to you via email with instructions on how to reconnect with our team if you choose to rejoin our membership in the future.

  Once again, we apologize for any frustration caused, and we truly value your feedback. If you have any further questions or concerns, please dont hesitate to contact us at ************************************************************.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  KHealth makes it incredibly confusing and difficult to cancel. Requested a refund for a $147 charge for a membership I did not want or use, and they said they would not. I am reporting this as fraud to my bank as I was not aware of the subscription.

  Business response

  09/25/2024

  Thank you for bringing this concern to our attention. We appreciate your feedback and take all complaints seriously.

  We would like to clarify that when you enrolled with us, you enrolled in our $49 monthly membership on 5/15/24. This plan is then billed quarterly after that initial month, which was communicated during the sign-up process (see attached photo). This membership provides various benefits, including access to speak with our medical providers for ************************** and Mental Health concerns, and can be cancelled at any time through the 'Membership' option in the Profile tab of the app. 

  We've refunded your latest $147 payment from 9/20/24 as a courtesy to apologize for any confusion. Please allow 5-10 business days for the refund to appear back in your account. Your subscription is now cancelled so you will not be billed in the future. 

  Should you have any additional questions or concerns, please reach out to our team at ************************************************************. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unaddressed Issues with the K-Health app have routinely, most notably on 5/10/24 and 8/21/24; there were more but these are the ones that prevented me to stay med compliant with my anti-depressant. My new provider reached out for the medical history sometime in July to August and had not been responded to. I only learned that they would only release it to me when I was after calling the customer service line for another issue. My provider who reached out or myself should have been informed and offered other options to pursue to be able to receive my own medical records. I have posted this as a result of K-Health's non-compliance after being informed yesterday of needing to send my medical records to me by noon today, despite other email communication. The root issue for me is that despite an attempted correction of this error on 5/10/24, my app has not worked since has not since April 2024. It does not acknowledge that I have an account, blocks me from accessing care/providers and prompts me to buy a membership; I have had a membership ($49/monthly) since early 2020. No one at K Health did anything to correct the error in the app in the three months. This prevented me from any communication with a medication provider during that time and most importantly refill of my prescription for my anti-depressant. I informed the medication provider of a recent traumatic event that made compliance more crucial in that call in May. ********* requested confirmation of a refill with my doctor on August 16th. There was no follow up via k-health to see if the app was working to ensure being able to complete the 3 month check in appointment to resolve this. The membership fee during those months covered nothing: 1) I did not talk to a provider so it is not effectively a 'co-pay' for a doctor's visit and 2) it's not for my prescription itself as I also pay that separately.

  Business response

  08/30/2024

  Thank you for bringing this to our attention. We sincerely apologize for any inconvenience. We consider this issue resolved as weve already been in contact with the patient directly to better understand what happened and provided a resolution to this issue. 

  The patient reported an issue signing into their account back on 5/8/24. This was escalated to our development team and we followed up via email with a resolution on 5/10/24 (see attached screenshot). We never received a response confirming the provided troubleshooting steps were taken until 8/23/24 when the original issue was reported again. 

  At that point, this issue was escalated again to our development team to investigate and resolve the issue with the account. That issue has been resolved, and we provided troubleshooting steps to allow the patient to access the original account. 

  The requested documentation was generated and sent to the patient on 8/26/24, and the requested $147 refund for the months of June, July and ****** was reviewed and approved that same day. Per the patients request, their subscription was set to cancel at the end of the current billing period so they will not be billed again. 

  The patient connected with a medical provider on 8/27/24. Our Patient Experience team followed up with the patient via email after that consultation occurred to ensure the patient had received everything that was previously requested. 

  Again, we apologize for this issue and understand the impact this had on the patient experience. We appreciate the opportunity to review this patients feedback and work on improving our service for patients going forward.

  
  

  Customer response

  09/03/2024

  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:

   

  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:

  
  While every fact stated in the company's response is technically true and I am satisfied by the resolution, the framing of the facts is misleading. Again, this did all happened but on my strong insistence it did not due to the company's procedure or  protocol. (See attached screenshots)

   

  It was excluded that my initial response from the company via the company service line via supervisor ********* was "we cannot provide the prescription and refund". The second response from ****** was the previously mentioned 'troubleshooting measures' that I did not engage with was due to deciding that I was no longer going to accept this pattern of failure in this app and improving the issues is not my concern that is the company's responsibility.  

  Lastly, it continues to bother me that this was termed a 'tech issue' because yes, but how K Health is set up a tech issue disrupts proper access to healthcare and treatment which while being an app that does exactly that none of the customer service representatives seemed to truly appreciate those consequences. I would still never recommend anyone gets started through this app.(

  May of this year was not the first instance of malfunction in the app but the first that it prevented me from circumventing within the app.)

  
  Sincerely,
  
  ***** *
  
  
  
  
   
  

  Business response

  09/11/2024

  Thank you for getting back to us and sharing your additional concerns. As you explicitly said in your response that you are satisfied by the resolution already offered, we consider this matter resolved through the measures previously outlined in our last communication with the customer. 

  We appreciate the additional feedback and hope to provide more context. When you mention that May 2024 was not the first time the app malfunctioned, we cannot corroborate this after searching through your account logs. We never received any reports of this issue to our Support team until 5/8/24, and as we mentioned, we took steps to resolve the reported issue and communicate these resolution steps back to the customer on 5/10/24. 

  The attached screenshots show that our team was attempting to work with you to resolve this issue, which was ultimately taken care of by providing 1) the prescription, 2) the requested medical records, and 3) the requested refunds for 3 months.

  Again, we apologize that you encountered this issue and understand the impact this issue can have on our patients. Like we did in this case, we work with our patients to both a) resolve any account issues that prevent the patient from accessing their account and b) provide alternate means for a medical consultation when patients are locked out of their account due to this known technical issue. We are working to improve our accounts systems to prevent these issues from happening in the future. 

  If you have any additional feedback or concerns, please let us know *********************************** We always welcome the opportunity to work with our patients in order to improve our service. 

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I logged on to Khealth to receive care for a UTI. I see my own pts full time in audiology. I do not have the time to get labs and wait for a visit. The physician told me to go to my primary care office. I have basically turned ***************** into my primary office due to my schedule. I waited almost 2 hrs for her to tell me that she wouldnt help.

  Business response

  08/28/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience and look forward to reaching a resolution. 

  Our records show you enrolled in our $49 monthly membership plan on 7/31/24 and completed an initial consultation with one of our providers that same day. You later reconnected for a similar issue on 8/25/24 and our provider recommended lab testing.

  I apologize if this was not the news you were looking for. Please understand that while our providers like to treat every patient they see on our platform, they may recommend other care options depending on that patient's symptoms. Our paid service is the medical assessment itself and not the outcome of that assessment. However, we understand the inconvenience this may cause and we're working on improving our service to set expectations for our patients prior to requesting a visit. 

  Your subscription has been set to cancel so you will not be billed going forward. We've also removed your account from any marketing promotions or future communication. 

   

  
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 8, I used K Health to treat a medical issue. They ask you a series of questions and then give you a diagnosis. I agreed that the diagnosis was correct, so I was then asked if I would like to pay $55 for treatment. Knowing that I would need an antibiotic, I said YES, and paid the $55. After waiting for almost 2 hours, a PA reviewed my condition for a minute and then said we cannot treat that diagnosis. Youll need to go to your eye doctor or urgent care. So I paid $55 for treatment and was then told that they could not treat that condition. When they give you the diagnosis, they should tell you if they cant treat it before you pay for treatment.

  Business response

  07/22/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We apologize for any inconvenience you may have experienced, and look forward to providing more context about this case. 

  Our records confirm you completed a consultation with one of our providers on 4/8/24. You were later billed $55 after this consultation was marked as a claimable visit by your insurance provider. This claim (#*************) was processed on 4/16/24 and we cannot issue a refund for this visit. 

  Our Patient Experience team, after conferring with our insurance claims analyst, has already informed you multiple times that we aren't able to issue a refund in this instance as result of the consultation and the outcome of that consultation meeting your insurance carrier's logic for a billable visit. We responded via email to let you know this on 5/21/2024, 6/15/2024, and 7/15/2024. We also contacted your carrier to let them know this claim would be appealed and provided you with instructions on how to contact your carrier to submit an appeal for this claim. 

  If your carrier has also informed you that this claim was submitted correctly on their end, as you let us know on 7/12/24 in email case #********, then this will not be eligible for another review to determine refund eligibility. 

  We apologize for the inconvenience. 

  Customer response

  07/23/2024

  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:

  The business should inform patients that they cannot treat certain conditions after they diagnose the patient's condition.  Secondly, after you agree with the diagnosis, you are then offered the option to pay to receive treatment.  ************ that you are paying for is advertised as TREATMENT, not as a "medical consultation" as the business is now referring to it.

  To add some context: The patient answers a series of questions related to the symptoms they are experiencing.  They will then receive a diagnosis.  If you agree with this diagnosis, you can then elect to pay to receive treatment for that condition.  If the patient is diagnosed with something that cannot be treated through K Health, then the patient should be informed of this before paying for "treatment" or a "consultation" where they are then told "sorry, we don't treat that here.  Go somewhere else."  

  K Health's entire business could simply be offering "medical consultations" where they accept payment and then say "sorry, we don't treat that, please go somewhere else"!

   

   

   

   

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

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

  Business response

  07/30/2024

  Hi there, thank you for your response. We've already taken this feedback into consideration and the language in the app reflects that the conversation with the symptom checker is not itself a diagnosis, but rather a comparison of your symptom to the symptoms of other people like you. We've also updated the language to clarify that meeting with a clinician does not guarantee a prescription, but instead allows an opportunity to complete a consultation where the provider can provide their best medical recommendation. Please see the attached photos.

  Customer response

  07/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello i paid $49 for an app called K health recently and have even attempted emailing them twice and they never responded. The app claims you can get a prescription from a doctor if you have the exhibited symptoms. And my mother has it and i was having bad ear pain and knew it was Ear infection when i looked up the symptoms. And there pretty easy to figure out yourself. So i asked the doctor it gave me for an antibiotic to get ride of it. And she tried to convince me it wasnt an ear infection and instead said i had a respiratory infection and wouldnt give me a antibiotic for this. ****************************************************** had serious ear pain for which i hade to go to the hospital for because she refused to give me medicine. No services were provided so i want a refund. And like i said. I Emailed them twice and they never responded to me and its been a long time.

  Business response

  07/22/2024

  Thank you for bringing your concerns to our attention. We apologize for any confusion or inconvenience you may have experienced.

  Reviewing our records, you enrolled in our $49 monthly membership on 7/3/24 and utilized our services on 7/3/24. During your consultation, you were provided with specific treatment recommendations from your provider. As per our attached terms of service, which are accepted by all patients, referrals or treatment options, which may include non-preferred recommendations, may be given based on our providers assessment of each patient's needs through a virtual consultation. Requesting a consultation does not guarantee a prescription of antibiotics. With this in mind, we cannot issue a $49 refund in this instance. 

  We understand how this situation may have caused frustration and regret any misunderstanding related to the online advertisement attached. Additionally, we have no record of you reaching out to our Support team regarding this matter using the email address and phone number already provided in this complaint. If you can provide the email address used to contact our team and the date you reached out, we can re-check our records. 

  If you have any further questions or require additional clarification, please do not hesitate to contact us directly at **********************************. 
  

  Customer response

  07/23/2024

  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]

  This is very conning of them. i paid for a service and was given ****** advice. I want to know my options of what i xan do. Because my mom has used this service before and has gotten competent doctors. and been given an antibiotic. this is not exceptable. no help was given to me. And i paid for nothing. No service. just ****** information. my doctor was a failure. 

   

   

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

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

  Business response

  07/30/2024

  We've refunded your $49 membership invoice from 7/3/24 and we cancelled your subscription so you will not be billed in the future. Please allow 5-10 business days for the refund to appear back in your account. 

  We appreciate your feedback, and apologize for any mis-set expectations. Please understand that the service is the consultation itself, and not the outcome of that consultation, and meeting with a provider does not guarantee a prescription. 

  Customer response

  07/31/2024

  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 and the matter has been resolved.
  
  Sincerely, thank you. I hope one day i get work with the BBB as your effectiveness never ceases to amaze me. I hope to work for the BBB one day. And thank you to K health for understanding my complaint. And making it right. It has and is always supposed to be about customer service first.  

  Otherwise you have no busines. To many companies are following that route and closing because of it. 
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I experienced a medical concern and sought online care from two different providers, each of whom advised that my condition necessitated an in-person visit. Despite their professional advice, I decided to try K Health. After detailing my symptoms and making a payment, I was shocked to be informed that further testing at a laboratory was required. Had I been capable of visiting a facility from the outset, I would have done so immediately. The experience with K Health was profoundly misleading.

  Business response

  07/10/2024

  Thank you for sharing your concerns, and we apologize for any frustration.

  So we can better understand your situation, did you see two separate online providers that recommended in-person care before using our online service? 

  Our records show that you completed two consultations on 7/8/24, where our providers completed two assessments where it was determined further testing or in-person care was required. This would indicate that a consultation was provided, and this case is not eligible for a refund. There are instances where our providers may recommend a patient receive care elsewhere if online care can appropriately provide the level of service. This is included in our terms of service, which are accepted by patients prior to check-out. 

  We look forward to your response so we can better understand the situation leading up to the decision to use our service. 

  Customer response

  07/11/2024

  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:

  [I feel like I have been cheated out of my money. The consultations seemed very automated. It seemed as if the doctors were talking to 100 different patients at the same time, giving the same automated prompts and questions. One of the clinicians literally told me to look at the back of my medical card to contact my doctor which I find insulting. The point of my subscription was to get help, not for them to state the obvious to me and steal my money and ask me automated questions. I tried a competitor that actually gave me a prescription shortly after using this service. That just shows k health is just taking peoples money and does not prescribe anything.. they just tell you to contact your doctor. I want my money back.]

   

   

   

   

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

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

  Business response

  07/16/2024

  Thank you for your response. We appreciate your feedback around the nature of your consultation, and apologize for that experience. We've requested your visit be reviewed by our team for quality improvement purposes. 

  We've issued a $49 refund for your payment on 7/8/24. Please allow 5-10 business days for the refund to appear back in your account. The timing of this process is dependent on your bank.

   

*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. ↩