Amwell

Amwell's tech support team is nonresponsive to phone calls (I was on hold for hours with no one picking up the calls) and emails (I emailed them and received auto replies with case no.s telling me they'd get back to me, but no one ever followed up). I had problems creating a new account on the Amwell site and have tried contacting tech support for 10 days - both by phone and numerous emails, with no success. I called Highmark to complain, and they helped me to find a telehealth provider without using Amwell. I also filed a complaint against Amwell with the Revdex.com for their complete lack of customer support or reponse. They should not have a phone no. or email for tech support if they can't respond to customer questions. Terrible, ineffective, and inexcusable behavior. Shame on you, Amwell!

I used American Well for telemedicine purposes due to an *** reaction. I was prescribed important medications to deal with severe ***, but this prescription was never sent to the pharmacy. I called the pharmacy all day long and the following morning they never received the prescription. I spent over 4 hours on hold with AmWell's customer support line on the day of my appointment and never got through to anyone about fixing the issue with my prescription. It's now been over 24 hours since my medical appointment and I am back on hold for over an hour trying to get help to correct the issue and get my medically necessary prescription. The individual who initially answers customer support calls explained to me that all calls get funneled into a generic call waiting pool so I'm in a call waiting pool with potentially thousands of individuals trying to schedule telemedicine doctor appointments even though I'm seeking to fix a prescription issue and health web portal issue. There's no way to speak with a real human other than this phone number. I've sent an urgent e-mail to the customer support email address and this too went unanswered for over 24 hours.

I spoke with a doctor on Thursday March 19th, 2020 before 10AM ET. The doctor was nice and said she would send in a prescription for antibiotics for me. After waiting a couple hours I called my pharmacy and asked for the status. They advised they did not receive a prescription.

I called Amwell's customer support. After waiting over an hour to be connected I was told that that morning they changed their SLA to send in prescriptions to 24 hours (the rep also wasn't the most empathetic to say the least). I waited those 24 hours and then some.

I called Amwell back and waiting almost 2 hours and was told the previous customer service representative did not properly process my claim and gave me a claim number saying they needed to send this to technical support (this rep was actually quite nice). I'm not sure why the Dr. was not contacted to confirm they put in the prescription or send it through again.

I did not hear back that day and called another teledr. service. It's now over a week later and I've received no communication on my prescription. I have not received a charge from Amwell yet so I have no idea what is going on.

Services were not rendered. The physician said that my daughter needed 2 prescriptions, and 3 days later the prescriptions were never called into the pharmacy. Within those three days I called at least 10 times, emailed numerous times with no help.

I called amwell for an antibiotic, told them my symptoms, sore throat, ear ache. Low grade fever. He told me I did not need an abx. Had to go to ***, because I could not swallow. I have a sinus inf and strep throat.

Requested a Telehealth visit on 12/21/19. The doctor blatantly told me I did not have the illness for which I was calling about and gave me pain management suggestions. Less than 24 hours later on 12/22/19, I went to a local Urgent Care center where I was diagnosed with the illness I had called about on the 21st. I was prescribed medication to aid in recovery. On 12/22/19 I sent a message to customer service asking for my $69 refund because the doctor was wrong in her diagnosis and did not provide the needed care. As of 1/28 I have not heard back from AMWell after having reached out several times for a status update.

Case number ***. This case number was created on 10/25/19 for an issue that has been ongoing since 8/27/19 and has not yet been resolved. *** Online Visits is managed by AmWell. I am repeatedly overcharged by AmWell's online system when I have an online mental health appointment. *** has verified multiple times that my copay is $20 for online mental health visits and has contacted AmWell directly. AmWell has repeatedly charged me $80 per appointment (On 8/27/19 and 9/17/19). Currently they charge me $80 and then refund me $60 without fixing the technical issue. Since I am not able to afford this overcharge-refund process, I have been forced to go without online mental health care. I was told to wait 30 days for them to correct this problem, but I have not been updated or contacted about this since 10/25/19. It is also clear that their customer service representatives are not trained well. On two different occasions, two different representatives were not able to find my online account, nor help me with the above problem.

I have contacted them over and over. I was due a refund for a visit with a doctor on 08/20/2019. At one point the debited double. Each time they refund they debit your account again. *** the supervisor I spoke with on 09/24/2019 said I should expect to hear some 24-48 hours. I haven't heard a thing. I called again to talk to another supervisor, and my ticket is still sitting there. They can pull my recorded calls im frustrated as they keep debiting my account, when they should be refunding me

This company is continually billing me double the charge for my online visits. My insurance company ***, has contacted customer service several times, to quit charging me double. We have been dealing with this over a month, and still no solution. Recently, I had a online visit, and the audio was terrible, the visit got disconnected, when we called customer service they said, I was listed in a different state, and provider could not see patients in that state. My records and registration has always been the same for city and state. They used this excuse twice on me which prevented me from seeing my provider, that I was seeing. When you call customer service you are not able to speak with someone from the "business office" because they dont take phone calls, is what they tell me and my insurance company. They will only email them, and it takes forever to get a answer back from them. For online doctor visits, this company is charging me double and making up excuses for not being able to see a patient, because their system has me in another state.They also gave me a coupon code for one of my visits, to try to have me charged correctly, only to find out the code didnt work. The reason they gave me, was the person gave me the wrong order of a 4 number, letter code.

I responded to an e-mail through *** to sign up for the Amwell App to receive a $10 gift card from ***. The gift card was never received. I have called and e-mailed customer service on several occasions over the last month and am only told my requests has been submitted and at some point someone will e-mail me.

I was trying to call a doctor to refill a prescription for an illness that was not listed on the website as an illness that they do not treat. The medical history let me put my medication in and even autofilled the name of it. The doctor called and then told me that my prescription could not be refilled even though it was not a dea drug or a drug that involves dependency. I called to get my money back for the call and I was informed that I couldn’t get a refund even though there was nothing saying that my prescription wouldn’t be filled either in the medical forms or the website.

AmWell is a Telemedicine provider that provides healthcare services via the phone or video chat. On their website it says they can treat for tick bites. I called on 06/02/2019 to receive treatment and was connected with a Dr. The doctor told me he was unable to treat me via the phone for a tick bite and referred me to see a doctor in person. I was billed $49 for a doctors visit even though I did not receive any medical treatment or medical services. I messaged my normal doctor to see if I needed to make an in-person visit and he told me NO and wrote me a script over the phone. This means the AmWell doctor I spoke with could have helped be but was incompetent. The AmWell doctor also lied and wrote on my chart that I complained of an itchy rash which I did not. I'm not sure if this is just to try and seem like I got something done but the call with the doctor lasted no longer than 5 minutes and he basically told me that the service I wanted couldn't be performed over the phone. Amwell as a company lied when they put they could see people for tick bites over the phone. After the conversation with the doctor I asked that my card not be charged because I didn't receive any services and the individual I spoke with on the phone said okay and he would put a ticket in the system to see if there was any charge and yet I still got a charge for services I did not receive.

I used the AmWell service on 03/04/2019 and paid in full for the visit at $69. AmWell is an in network provider with my health insurance, ***. AmWell has still not filed the claim with . My flexible spending account has been suspended because I cannot produce an EOB from my insurance company. In addition, according to AmWell and ***, I was only required to pay a $10 copay and should not have paid the full amount of $69. To resolve this, I want a claim filed ASAP with *** and I want a refund of $59 ASAP.

Select Health Plan: ***
Insurance ID: ***

A futuristic business that has video chat had a huge error for me. American Well didnt check if my health insurance is accepted.
$147 owed.
Do not send me to collections and ruin my credit.
I am on medicare.

I have had cold/flu like symptoms and my throat kept getting more sore and I started to develop a mucus with my cough. Their online website shows they will diagnose for a sore throat with the use of antibiotics. The online doctor confirmed that my tonsils were swollen and my throat was red and she said she could hear that I was congested. She suggested I take ***. When I asked her if she could prescribe something that could help with my sore throat she told me *** was fine. I then told her that I have gone to doctors in the past and they prescribed me meds that would help numb my throat and help with the coughs. She told me doctors only do that to appease the patient. She told me there is nothing that she could prescribe that would help. Their online website shows that prescription meds can be issued with a sore throat but the doctor clearly told me there was nothing else she could do. I contacted their customer service line to request a refund because I did not feel that the services I paid for were adequately rendered (they basically told me to just get meds over the counter which I was already doing). I got an email saying it was escalated to Level 2. Two days later...I heard nothing so I contacted them again to which I was told that the case was closed because a diagnosis was given.

I have been seeing the same provider through Amwell since November 2017. Apparently the claims have been submitted improperly to my insurance company - the provider has not been credentialed with the group - she's not been listed in their group, so all claims come back as denied. Most recently, a claim that was denied through my insurance company, was charged full price to my card, without any chance to rectify the situation. I have been going back and forth with this company and my insurance company about this since the beginning of July. No one from Amwell has really thoroughly reached out to my insurance company to find out what the problem is, why the claim was denied, and how to fix it. I have had to go back and forth between the two and it's been really frustrating. My insurance company told me that instead of charging me full price for my end of June visit, they should have taken it up with my insurance company. So not only did I pay my co-pay, but I paid $105 additionally for a service that *is coveredthrough my insurance, but no one at Amwell will do anything about. It's incredibly frustrating. I feel like I am entitled to a review or an appeal before being charged full price for something I should have only been charged co-pay for. I mean, I got an email saying "you're gonna be charged $105 for this within the next 24 hours" and that was that. What kind of bs business practice is that???? Anyway, no one at Amwell is working on my case, it's been two months. I always get the standard "we've reached out" - but how have you reached out? Have you asked what the issue is so you can fix it? Or have you just called to check the status??? Because my insurance company is telling me you haven't done much. Further, all of my 2018 visits have been wrongfully rejected by my insurance because someone at your company can't get their act together and add my provider to the group.

I used AMWELL to get 3 *** pills for upcoming flight. I did this one time before. I spoke with doctor and he said ok and will call walgreens. The doctor called me back and stated the rules have changed and he can not give me the *** and charged me $69.

On May 18th, I used the Amwell Health app to get medical attention for my son who just turned 1. My insurance information (UHC) clearly stated that I should only be charged a $10 co-pay. So I proceeded to use the service. After my 5 minute appointment, I saw my debit card was charged $69 which is the full price for that service. I immediately called that night and spoke to a representative who agreed it should be $10 and share with me the process of getting refunded. I then called again on Saturday the 19th, and spoke to a representative who told me different information and started a claim for me. They said it could take 3-5 days. I then called today again to check the status and am being told it will now take 30-60 days for my insurance and their company to reimburse me the $59 I'm owed. I need that money to pay for medications for my son and feel I shouldn't have to wait for something that wasn't my mistake. Also, $59 may not seem like a lot for some people but for my family and I it is. I'm hoping this can be expedited.

I found them via Google search. They promise to provide you online Doctors and support you till your satisfaction, I was having cough and fever, enrolled to their website and a person claiming to be a Doctor from their organization called me immediately and within just 30 seconds he advised me go to urgent care, I requested him its plain cough and fever and to give me some medicine, which he refused and ended the call. Company later charged 59$ from my credit card. How can a Doctor diagnose you in less than a 30 seconds?

Later I went to a local physician, who did a detailed diagnose and found that I have only cough and gave me antibiotics with a cough syrup. By the grace of God and my local Doctor I am cured with in 24-58 hours.

I strongly believe that Amwell is doing a wrong practice by charging people money upfront and for no service in return, as you cannot see them you have to trust the info provided on their website, which is false. I wish people to get aware and not to use Amwell as they are going to loose their money and time both.