Prepare to be impressed by MDLIVE I had such a great experience with MDLIVE that I felt compelled to post this review. A new job and new insurance coverage sent me searching for a new primary care provider, which proved difficult. Down to my last two weeks of medication, I signed up with MDLIVE and was able to get an appointment within two hours. A board-certified ED physician called me, did a quick safety assessment, and sent a refill prescription to my neighborhood pharmacy. Then he took the time to review MDLIVE primary care options and send in a referral. And all of this happened days before Christmas. Wow! MDLIVE impressed me on multiple fronts: The digital experience of signing up and scheduling an appointment was seamless. My physician was kind, efficient, and went out of his way to help me. Finally, the follow up communication with me and the pharmacy was excellent. I work in healthcare and understand all the things that are going wrong these days. My first experience with this service was flawless and I will choose an MDLIVE primary care physician.

Poorly Executed Service New to this service because my oldest child loves it and I needed services for my youngest child. Doctors are not responding and MDlive just didnt communicate anything. The request just fell out of the message/appointment request box when the date past, like I never made the request. The message box is super slow to respond, when you try to communicate through the chat box. They said they could not verify my insurance and I would have to call, but it is a BC/BS product. So what is that. Not happy at all with this service. They only got a 2 because my oldest child has been successful with their services. That was definitely not my experience. I will just work with local providers now that offer TH services.

Know what is covered for sure before you start I was using MDLive for my mental health. It was already a big step to take and to finally find a therapist that was just perfect was amazing. After almost a year of using it, I got an email for the first time stating I had an outstanding balance. I had received no other notification from them or my insurance stating this. The balance was for $515.00! The providers I was using were not covered by my insurance. They took a year for me to be notified of anything. For mental health, my BCBS Insurance goes through a 3rd party for insurance. There is nothing when starting that discusses the providers may not take the 3rd party insurance. Customer Service has been horrible and wants to blame Insurance. Insurance wants to blame MDLive. All the while, I am sitting here now without mental health care. The lack of empathy has been horrible through my experience. First, why wait for a balance to get that high before notifying a patient?!

Billing Issues Billing Issues, Customer Service Hard to Reach I'm giving more than one star because I found a therapist through MDLive that I absolutely love. Otherwise, their customer service has been very difficult for me to get a hold of, there have been several glitches that have happened during my calls, and they recently turned off a feature where I can message my therapist (what I usually do in order to set up scheduling.) My biggest issue with them right now is that last year there were 6 instances where my insurance paid what they were supposed to and I had a copay left to pay. I used a card I knew had funds and I authorized them to charge it for the copay amount. I made sure to check that the copay amount was right every time. This year, they told me suddenly that I had an outstanding balance of a large amount, and when I asked why, they told me to check to make sure my insurance paid their portion. My insurance company confirmed that their portion was paid for each of those dates that MDLive said I had an outstanding balance for. They tried to blame the insurance company first when that was clearly not what happened. Then I checked my statements. They had not charged most of the dates that they had told me I had a balance for, and on the days they did, they charged maybe half the amount. I had plenty of money in my account, I had authorized them to charge the card, and there was no reason that they should have only charged me half or none, just to turn around and say I owed. Now they won't allow me to schedule any more appointments with a therapist until this amount is paid, when I thought it had already been paid. They had given me no prior notice to this year. Needless to say, once I get this resolved, I'm likely to see if there is an alternate way I can see my therapist or to look for another therapist altogether.

Lots of technical glitches Lots of technical glitches. I've used video telehealth for years on same PC but would not work in MD Live and the therapist confirmed it's wonky. They send you confirmations to confirm your session then when you click to confirm it says the appointment does not exist and since you did not confirm, the appt is cancelled. If you go through Cigna that adds another level of disconnect, as confirmed by the rep I just spoke to ("Rayna.")