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reviews_appstore_teladoc_absa2

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What a concept

My son has flu symptoms and I hated to drag him out to doctor while he felt so bad. Also hate going into urgent care and potentially giving someone else something at the same time getting some other germs that float around and waiting a long time to be seen! So I decide to try out our Tel’s doc for the first time. Wow what a concept! Keeping him home while seeing a doctor sure made it so quick and easy to now only have to pick up tamaflu prescription to start him on the path to get better sooner than later! Love this!!

Healthcare, Healthcare

Convenience, Timeliness

positive, positive

Healthcare - Convenience - positive, Healthcare - Timeliness - positive

### USER: What a concept: My son has flu symptoms and I hated to drag him out to doctor while he felt so bad. Also hate going into urgent care and potentially giving someone else something at the same time getting some other germs that float around and waiting a long time to be seen! So I decide to try out our Tel’s doc for the first time. Wow what a concept! Keeping him home while seeing a doctor sure made it so quick and easy to now only have to pick up tamaflu prescription to start him on the path to get better sooner than later! Love this!! ### ASSISTANT: Healthcare - Convenience - positive, Healthcare - Timeliness - positive )))

### Review: title: What a concept, content: My son has flu symptoms and I hated to drag him out to doctor while he felt so bad. Also hate going into urgent care and potentially giving someone else something at the same time getting some other germs that float around and waiting a long time to be seen! So I decide to try out our Tel’s doc for the first time. Wow what a concept! Keeping him home while seeing a doctor sure made it so quick and easy to now only have to pick up tamaflu prescription to start him on the path to get better sooner than later! Love this!! ### Analysis: categories: Healthcare, Healthcare, aspects: Convenience, Timeliness, sentiments: positive, positive )))

### Review: title: What a concept, content: My son has flu symptoms and I hated to drag him out to doctor while he felt so bad. Also hate going into urgent care and potentially giving someone else something at the same time getting some other germs that float around and waiting a long time to be seen! So I decide to try out our Tel’s doc for the first time. Wow what a concept! Keeping him home while seeing a doctor sure made it so quick and easy to now only have to pick up tamaflu prescription to start him on the path to get better sooner than later! Love this!! ### Analysis: categories: (Healthcare, Healthcare) aspects: (Convenience, Timeliness) sentiments: (positive, positive) )))

I love this service!!

I have always wished for an app of service like this. I highly recommend this app for basic illnesses that aren’t life threatening. I get a RX sent to my pharmacy and if need be a doctors note sent to me. It’s truly a time saver and is soo convenient to use. I mean really... I had the stomach flu.. requested an appointment and within minutes I had meds sent for nausea to my pharmacy. No one wants to sit in a doctors office when they are throwing up with a stomach bug just to get anti nausea meds. Meanwhile infecting everyone you come into contact with. This service is truly amazing.

Convenience, Cost-Effectiveness, Effectiveness

Usability, Time-Saving, Health Issue Resolution

Positive, Positive, Positive

Convenience - Usability - Positive, Cost-Effectiveness - Time-Saving - Positive, Effectiveness - Health Issue Resolution - Positive

### USER: I love this service!!: I have always wished for an app of service like this. I highly recommend this app for basic illnesses that aren’t life threatening. I get a RX sent to my pharmacy and if need be a doctors note sent to me. It’s truly a time saver and is soo convenient to use. I mean really... I had the stomach flu.. requested an appointment and within minutes I had meds sent for nausea to my pharmacy. No one wants to sit in a doctors office when they are throwing up with a stomach bug just to get anti nausea meds. Meanwhile infecting everyone you come into contact with. This service is truly amazing. ### ASSISTANT: Convenience - Usability - Positive, Cost-Effectiveness - Time-Saving - Positive, Effectiveness - Health Issue Resolution - Positive )))

### Review: title: I love this service!!, content: I have always wished for an app of service like this. I highly recommend this app for basic illnesses that aren’t life threatening. I get a RX sent to my pharmacy and if need be a doctors note sent to me. It’s truly a time saver and is soo convenient to use. I mean really... I had the stomach flu.. requested an appointment and within minutes I had meds sent for nausea to my pharmacy. No one wants to sit in a doctors office when they are throwing up with a stomach bug just to get anti nausea meds. Meanwhile infecting everyone you come into contact with. This service is truly amazing. ### Analysis: categories: Convenience, Cost-Effectiveness, Effectiveness, aspects: Usability, Time-Saving, Health Issue Resolution, sentiments: Positive, Positive, Positive )))

### Review: title: I love this service!!, content: I have always wished for an app of service like this. I highly recommend this app for basic illnesses that aren’t life threatening. I get a RX sent to my pharmacy and if need be a doctors note sent to me. It’s truly a time saver and is soo convenient to use. I mean really... I had the stomach flu.. requested an appointment and within minutes I had meds sent for nausea to my pharmacy. No one wants to sit in a doctors office when they are throwing up with a stomach bug just to get anti nausea meds. Meanwhile infecting everyone you come into contact with. This service is truly amazing. ### Analysis: categories: (Convenience, Cost-Effectiveness, Effectiveness) aspects: (Usability, Time-Saving, Health Issue Resolution) sentiments: (Positive, Positive, Positive) )))

Does not sync well with new insurance

We got prompt attention from a doctor and my daughter got help with her strep throat. Kudos to the doctor. However, I started a new job and because of that TeleDoc refused to accept it because it “wasn’t in their system.” I had started on the 1st and our TeleDoc visit was on the 10th. Therefore, insurance should have been accepted. And my wife did register with the app on the 10th. It’s not on me to pay the full $75 because TeleDoc refuses to accelerate the process of accepting our insurance. Even the terms of agreement in my insurance lists online visits with TeleDoc as free. I did contact TeleDoc and they said I wasn’t in their system therefore I had to pay the full price. You might be better off paying full in cash because TeleDoc does not honor insurance agreements. Or steer away from TeleDoc.

Insurance

Insurance coverage

negative

Insurance - Insurance coverage - negative

### USER: Does not sync well with new insurance: We got prompt attention from a doctor and my daughter got help with her strep throat. Kudos to the doctor. However, I started a new job and because of that TeleDoc refused to accept it because it “wasn’t in their system.” I had started on the 1st and our TeleDoc visit was on the 10th. Therefore, insurance should have been accepted. And my wife did register with the app on the 10th. It’s not on me to pay the full $75 because TeleDoc refuses to accelerate the process of accepting our insurance. Even the terms of agreement in my insurance lists online visits with TeleDoc as free. I did contact TeleDoc and they said I wasn’t in their system therefore I had to pay the full price. You might be better off paying full in cash because TeleDoc does not honor insurance agreements. Or steer away from TeleDoc. ### ASSISTANT: Insurance - Insurance coverage - negative )))

### Review: title: Does not sync well with new insurance, content: We got prompt attention from a doctor and my daughter got help with her strep throat. Kudos to the doctor. However, I started a new job and because of that TeleDoc refused to accept it because it “wasn’t in their system.” I had started on the 1st and our TeleDoc visit was on the 10th. Therefore, insurance should have been accepted. And my wife did register with the app on the 10th. It’s not on me to pay the full $75 because TeleDoc refuses to accelerate the process of accepting our insurance. Even the terms of agreement in my insurance lists online visits with TeleDoc as free. I did contact TeleDoc and they said I wasn’t in their system therefore I had to pay the full price. You might be better off paying full in cash because TeleDoc does not honor insurance agreements. Or steer away from TeleDoc. ### Analysis: categories: Insurance, aspects: Insurance coverage, sentiments: negative )))

### Review: title: Does not sync well with new insurance, content: We got prompt attention from a doctor and my daughter got help with her strep throat. Kudos to the doctor. However, I started a new job and because of that TeleDoc refused to accept it because it “wasn’t in their system.” I had started on the 1st and our TeleDoc visit was on the 10th. Therefore, insurance should have been accepted. And my wife did register with the app on the 10th. It’s not on me to pay the full $75 because TeleDoc refuses to accelerate the process of accepting our insurance. Even the terms of agreement in my insurance lists online visits with TeleDoc as free. I did contact TeleDoc and they said I wasn’t in their system therefore I had to pay the full price. You might be better off paying full in cash because TeleDoc does not honor insurance agreements. Or steer away from TeleDoc. ### Analysis: categories: (Insurance) aspects: (Insurance coverage) sentiments: (negative) )))

Wish I had tried this sooner

I am frequently getting UTI’s. They always happen around 3am and then I am up in pain waiting on my OB-GYN to open. I woke up this morning knowing they would be closed for Memorial Day, and remembered the little card about this app sent by my insurance. I saw it was 24 hours and figured I had nothing to lose. Once I put some of my info, everything else filled in from my insurance. I made an appointment, was called by Dr. Joseph within a minute. She was very nice and informative. I asked her a few questions and she was able to answer all of them. She was able to send antibiotics to my pharmacist. The best part is that, all of this was done in the early morning while I am laying in my bed. I cannot explain how thankful I am.

Healthcare, Healthcare, Healthcare

Appointment making, Doctor, Experience

Positive, Positive, Positive

Healthcare - Appointment making - Positive, Healthcare - Doctor - Positive, Healthcare - Experience - Positive

### USER: Wish I had tried this sooner: I am frequently getting UTI’s. They always happen around 3am and then I am up in pain waiting on my OB-GYN to open. I woke up this morning knowing they would be closed for Memorial Day, and remembered the little card about this app sent by my insurance. I saw it was 24 hours and figured I had nothing to lose. Once I put some of my info, everything else filled in from my insurance. I made an appointment, was called by Dr. Joseph within a minute. She was very nice and informative. I asked her a few questions and she was able to answer all of them. She was able to send antibiotics to my pharmacist. The best part is that, all of this was done in the early morning while I am laying in my bed. I cannot explain how thankful I am. ### ASSISTANT: Healthcare - Appointment making - Positive, Healthcare - Doctor - Positive, Healthcare - Experience - Positive )))

### Review: title: Wish I had tried this sooner, content: I am frequently getting UTI’s. They always happen around 3am and then I am up in pain waiting on my OB-GYN to open. I woke up this morning knowing they would be closed for Memorial Day, and remembered the little card about this app sent by my insurance. I saw it was 24 hours and figured I had nothing to lose. Once I put some of my info, everything else filled in from my insurance. I made an appointment, was called by Dr. Joseph within a minute. She was very nice and informative. I asked her a few questions and she was able to answer all of them. She was able to send antibiotics to my pharmacist. The best part is that, all of this was done in the early morning while I am laying in my bed. I cannot explain how thankful I am. ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Appointment making, Doctor, Experience, sentiments: Positive, Positive, Positive )))

### Review: title: Wish I had tried this sooner, content: I am frequently getting UTI’s. They always happen around 3am and then I am up in pain waiting on my OB-GYN to open. I woke up this morning knowing they would be closed for Memorial Day, and remembered the little card about this app sent by my insurance. I saw it was 24 hours and figured I had nothing to lose. Once I put some of my info, everything else filled in from my insurance. I made an appointment, was called by Dr. Joseph within a minute. She was very nice and informative. I asked her a few questions and she was able to answer all of them. She was able to send antibiotics to my pharmacist. The best part is that, all of this was done in the early morning while I am laying in my bed. I cannot explain how thankful I am. ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Appointment making, Doctor, Experience) sentiments: (Positive, Positive, Positive) )))

Trouble and buggy

Constant issues. I love my care provider that I meet with weekly but my goodness there are so many issues. The text alerts are a nuisance. Random cancellations, when I talk to my care provider the following week, neither of us cancelled. Video or audio connection issues even when in strong WiFi. Clunky app. CONSTANTLY have login issues. Have passwords saved on my phone and sometimes it’ll just be like “nah, you’re not getting in today” even after a password reset. If I didn’t like my physician so much I would search out another service. For such a popular stock in the finance world you’d think their systems would be more together. Great idea, needs better quality control

App, App, App, App

Login, Text Alerts, Video/Audio Connection, Functionality

Negative, Negative, Negative, Negative

App - Login - Negative, App - Text Alerts - Negative, App - Video/Audio Connection - Negative, App - Functionality - Negative

### USER: Trouble and buggy: Constant issues. I love my care provider that I meet with weekly but my goodness there are so many issues. The text alerts are a nuisance. Random cancellations, when I talk to my care provider the following week, neither of us cancelled. Video or audio connection issues even when in strong WiFi. Clunky app. CONSTANTLY have login issues. Have passwords saved on my phone and sometimes it’ll just be like “nah, you’re not getting in today” even after a password reset. If I didn’t like my physician so much I would search out another service. For such a popular stock in the finance world you’d think their systems would be more together. Great idea, needs better quality control ### ASSISTANT: App - Login - Negative, App - Text Alerts - Negative, App - Video/Audio Connection - Negative, App - Functionality - Negative )))

### Review: title: Trouble and buggy, content: Constant issues. I love my care provider that I meet with weekly but my goodness there are so many issues. The text alerts are a nuisance. Random cancellations, when I talk to my care provider the following week, neither of us cancelled. Video or audio connection issues even when in strong WiFi. Clunky app. CONSTANTLY have login issues. Have passwords saved on my phone and sometimes it’ll just be like “nah, you’re not getting in today” even after a password reset. If I didn’t like my physician so much I would search out another service. For such a popular stock in the finance world you’d think their systems would be more together. Great idea, needs better quality control ### Analysis: categories: App, App, App, App, aspects: Login, Text Alerts, Video/Audio Connection, Functionality, sentiments: Negative, Negative, Negative, Negative )))

### Review: title: Trouble and buggy, content: Constant issues. I love my care provider that I meet with weekly but my goodness there are so many issues. The text alerts are a nuisance. Random cancellations, when I talk to my care provider the following week, neither of us cancelled. Video or audio connection issues even when in strong WiFi. Clunky app. CONSTANTLY have login issues. Have passwords saved on my phone and sometimes it’ll just be like “nah, you’re not getting in today” even after a password reset. If I didn’t like my physician so much I would search out another service. For such a popular stock in the finance world you’d think their systems would be more together. Great idea, needs better quality control ### Analysis: categories: (App, App, App, App) aspects: (Login, Text Alerts, Video/Audio Connection, Functionality) sentiments: (Negative, Negative, Negative, Negative) )))

Terrible First Experience

First time using it as insurance just switched over. App did not allow me to enter in all of daughters medical history so I could not schedule an appointment for my sick 10 month old. Spent 50 minutes total on phone trying to get that fixed. First call got disconnected and I was not called back. Second call had to re tell all of my information and re-explain the problem. Finally was able to get the account reset and was able to schedule the appointment. I was waited over 40 minutes and was never contacted about appointment starting. Go into app and it says appointment is starting soon, but when it asks to join the wait room it says it is unable to.

**Health Insurance App**, **Health Insurance App**, **Health Insurance App**

**Functionality**, **Customer Service**, **Appointment Management**

**Negative**, **Negative**, **Negative**

**Health Insurance App** - **Functionality** - **Negative**, **Health Insurance App** - **Customer Service** - **Negative**, **Health Insurance App** - **Appointment Management** - **Negative**

### USER: Terrible First Experience: First time using it as insurance just switched over. App did not allow me to enter in all of daughters medical history so I could not schedule an appointment for my sick 10 month old. Spent 50 minutes total on phone trying to get that fixed. First call got disconnected and I was not called back. Second call had to re tell all of my information and re-explain the problem. Finally was able to get the account reset and was able to schedule the appointment. I was waited over 40 minutes and was never contacted about appointment starting. Go into app and it says appointment is starting soon, but when it asks to join the wait room it says it is unable to. ### ASSISTANT: **Health Insurance App** - **Functionality** - **Negative**, **Health Insurance App** - **Customer Service** - **Negative**, **Health Insurance App** - **Appointment Management** - **Negative** )))

### Review: title: Terrible First Experience, content: First time using it as insurance just switched over. App did not allow me to enter in all of daughters medical history so I could not schedule an appointment for my sick 10 month old. Spent 50 minutes total on phone trying to get that fixed. First call got disconnected and I was not called back. Second call had to re tell all of my information and re-explain the problem. Finally was able to get the account reset and was able to schedule the appointment. I was waited over 40 minutes and was never contacted about appointment starting. Go into app and it says appointment is starting soon, but when it asks to join the wait room it says it is unable to. ### Analysis: categories: **Health Insurance App**, **Health Insurance App**, **Health Insurance App**, aspects: **Functionality**, **Customer Service**, **Appointment Management**, sentiments: **Negative**, **Negative**, **Negative** )))

### Review: title: Terrible First Experience, content: First time using it as insurance just switched over. App did not allow me to enter in all of daughters medical history so I could not schedule an appointment for my sick 10 month old. Spent 50 minutes total on phone trying to get that fixed. First call got disconnected and I was not called back. Second call had to re tell all of my information and re-explain the problem. Finally was able to get the account reset and was able to schedule the appointment. I was waited over 40 minutes and was never contacted about appointment starting. Go into app and it says appointment is starting soon, but when it asks to join the wait room it says it is unable to. ### Analysis: categories: (**Health Insurance App**, **Health Insurance App**, **Health Insurance App**) aspects: (**Functionality**, **Customer Service**, **Appointment Management**) sentiments: (**Negative**, **Negative**, **Negative**) )))

Major accessibility issues

I’ve written the company asking for help and have not heard back, I was unable to leave this as a comment within the app even when prompted, so I am writing it here. Because The Teledoc App Is Currently Functioning As A Barrier To Care. Half The Time There Is Some Error And I Am Unable To Login on Any Device. There Is Confusion When The Provider Needs To Reschedule Because The Original Appointment Remains Scheduled, So I Have No Idea If I Actually Need To Reschedule Or If I Need To Still Show Up. Finally, My company Covers The Cost Of Appointments, However Whenever I Try To Reschedule With A Provider's Suggested Time, There Is No Way To Move Forward Without Paying The Full Price, So I Need To Start Completely Over With The Process Every Single Time. I Feel Like I Have To Cross My Fingers And Hope That I Can Maybe Complete The Process Every Time I Use Teledoc, And I Am About Ready To Abandon And Stop Recommending This Service To Others Altogether

Functionality, Functionality, Functionality

Login, Rescheduling, User Interface

negative, negative, negative

Functionality - Login - negative, Functionality - Rescheduling - negative, Functionality - User Interface - negative

### USER: Major accessibility issues: I’ve written the company asking for help and have not heard back, I was unable to leave this as a comment within the app even when prompted, so I am writing it here. Because The Teledoc App Is Currently Functioning As A Barrier To Care. Half The Time There Is Some Error And I Am Unable To Login on Any Device. There Is Confusion When The Provider Needs To Reschedule Because The Original Appointment Remains Scheduled, So I Have No Idea If I Actually Need To Reschedule Or If I Need To Still Show Up. Finally, My company Covers The Cost Of Appointments, However Whenever I Try To Reschedule With A Provider's Suggested Time, There Is No Way To Move Forward Without Paying The Full Price, So I Need To Start Completely Over With The Process Every Single Time. I Feel Like I Have To Cross My Fingers And Hope That I Can Maybe Complete The Process Every Time I Use Teledoc, And I Am About Ready To Abandon And Stop Recommending This Service To Others Altogether ### ASSISTANT: Functionality - Login - negative, Functionality - Rescheduling - negative, Functionality - User Interface - negative )))

### Review: title: Major accessibility issues, content: I’ve written the company asking for help and have not heard back, I was unable to leave this as a comment within the app even when prompted, so I am writing it here. Because The Teledoc App Is Currently Functioning As A Barrier To Care. Half The Time There Is Some Error And I Am Unable To Login on Any Device. There Is Confusion When The Provider Needs To Reschedule Because The Original Appointment Remains Scheduled, So I Have No Idea If I Actually Need To Reschedule Or If I Need To Still Show Up. Finally, My company Covers The Cost Of Appointments, However Whenever I Try To Reschedule With A Provider's Suggested Time, There Is No Way To Move Forward Without Paying The Full Price, So I Need To Start Completely Over With The Process Every Single Time. I Feel Like I Have To Cross My Fingers And Hope That I Can Maybe Complete The Process Every Time I Use Teledoc, And I Am About Ready To Abandon And Stop Recommending This Service To Others Altogether ### Analysis: categories: Functionality, Functionality, Functionality, aspects: Login, Rescheduling, User Interface, sentiments: negative, negative, negative )))

### Review: title: Major accessibility issues, content: I’ve written the company asking for help and have not heard back, I was unable to leave this as a comment within the app even when prompted, so I am writing it here. Because The Teledoc App Is Currently Functioning As A Barrier To Care. Half The Time There Is Some Error And I Am Unable To Login on Any Device. There Is Confusion When The Provider Needs To Reschedule Because The Original Appointment Remains Scheduled, So I Have No Idea If I Actually Need To Reschedule Or If I Need To Still Show Up. Finally, My company Covers The Cost Of Appointments, However Whenever I Try To Reschedule With A Provider's Suggested Time, There Is No Way To Move Forward Without Paying The Full Price, So I Need To Start Completely Over With The Process Every Single Time. I Feel Like I Have To Cross My Fingers And Hope That I Can Maybe Complete The Process Every Time I Use Teledoc, And I Am About Ready To Abandon And Stop Recommending This Service To Others Altogether ### Analysis: categories: (Functionality, Functionality, Functionality) aspects: (Login, Rescheduling, User Interface) sentiments: (negative, negative, negative) )))

Conflicted

I love that you can do the doc thing from home, but we have used twice and the doctors are cocky n’ kinda rude! I’m not understanding why they sign up to participate in this service if their hearts really aren’t into it? The doctor I talked to was in room or somewhere where I could hear other people, I felt like they all could hear me as it sounded like I was on loud speaker. When I told doctor my colds just start at bronchitis...everyone near him started laughing, then fast it stopped. I’m feeling terrible to begin with, then I have to listen to medical staffers laugh while I’m talking...? Really guys? We as patients know our bodies and what’s going on...if it weren’t for the sick patients you docs would be out of work!!! Start showing respect! Yes Doctor, that means you! Thank you again for this service...I think?

Telehealth Service, Telehealth Service, Telehealth Service

Doctor, Doctor, Doctor

Negative, Negative, Negative

Telehealth Service - Doctor - Negative, Telehealth Service - Doctor - Negative, Telehealth Service - Doctor - Negative

### USER: Conflicted: I love that you can do the doc thing from home, but we have used twice and the doctors are cocky n’ kinda rude! I’m not understanding why they sign up to participate in this service if their hearts really aren’t into it? The doctor I talked to was in room or somewhere where I could hear other people, I felt like they all could hear me as it sounded like I was on loud speaker. When I told doctor my colds just start at bronchitis...everyone near him started laughing, then fast it stopped. I’m feeling terrible to begin with, then I have to listen to medical staffers laugh while I’m talking...? Really guys? We as patients know our bodies and what’s going on...if it weren’t for the sick patients you docs would be out of work!!! Start showing respect! Yes Doctor, that means you! Thank you again for this service...I think? ### ASSISTANT: Telehealth Service - Doctor - Negative, Telehealth Service - Doctor - Negative, Telehealth Service - Doctor - Negative )))

### Review: title: Conflicted, content: I love that you can do the doc thing from home, but we have used twice and the doctors are cocky n’ kinda rude! I’m not understanding why they sign up to participate in this service if their hearts really aren’t into it? The doctor I talked to was in room or somewhere where I could hear other people, I felt like they all could hear me as it sounded like I was on loud speaker. When I told doctor my colds just start at bronchitis...everyone near him started laughing, then fast it stopped. I’m feeling terrible to begin with, then I have to listen to medical staffers laugh while I’m talking...? Really guys? We as patients know our bodies and what’s going on...if it weren’t for the sick patients you docs would be out of work!!! Start showing respect! Yes Doctor, that means you! Thank you again for this service...I think? ### Analysis: categories: Telehealth Service, Telehealth Service, Telehealth Service, aspects: Doctor, Doctor, Doctor, sentiments: Negative, Negative, Negative )))

### Review: title: Conflicted, content: I love that you can do the doc thing from home, but we have used twice and the doctors are cocky n’ kinda rude! I’m not understanding why they sign up to participate in this service if their hearts really aren’t into it? The doctor I talked to was in room or somewhere where I could hear other people, I felt like they all could hear me as it sounded like I was on loud speaker. When I told doctor my colds just start at bronchitis...everyone near him started laughing, then fast it stopped. I’m feeling terrible to begin with, then I have to listen to medical staffers laugh while I’m talking...? Really guys? We as patients know our bodies and what’s going on...if it weren’t for the sick patients you docs would be out of work!!! Start showing respect! Yes Doctor, that means you! Thank you again for this service...I think? ### Analysis: categories: (Telehealth Service, Telehealth Service, Telehealth Service) aspects: (Doctor, Doctor, Doctor) sentiments: (Negative, Negative, Negative) )))

Rude female doctor

I just had a consultation with a female doctor. I have no idea who she is. I called because I can hardly speak from laryngitis symptoms I have been having from more than a week. This woman is the rudest doctor I have ever talked to. She can hear that I have difficulty talking and explain that I need Prednisone to get ride of my condition. I am a social worker I can’t work on the phone. She was reluctant to give me anything. So what will I call a doctor for if is not to get a cure. I explained I had this back in January 2020. She answered she just needs an explanation as to why I need medication. Mind you I hate taking Prednisone. She treated me like I was asking for drugs ir something. Please do something. This service is to help people. Thank you.

Doctor

Professionalism

negative

Doctor - Professionalism - negative

### USER: Rude female doctor: I just had a consultation with a female doctor. I have no idea who she is. I called because I can hardly speak from laryngitis symptoms I have been having from more than a week. This woman is the rudest doctor I have ever talked to. She can hear that I have difficulty talking and explain that I need Prednisone to get ride of my condition. I am a social worker I can’t work on the phone. She was reluctant to give me anything. So what will I call a doctor for if is not to get a cure. I explained I had this back in January 2020. She answered she just needs an explanation as to why I need medication. Mind you I hate taking Prednisone. She treated me like I was asking for drugs ir something. Please do something. This service is to help people. Thank you. ### ASSISTANT: Doctor - Professionalism - negative )))

### Review: title: Rude female doctor, content: I just had a consultation with a female doctor. I have no idea who she is. I called because I can hardly speak from laryngitis symptoms I have been having from more than a week. This woman is the rudest doctor I have ever talked to. She can hear that I have difficulty talking and explain that I need Prednisone to get ride of my condition. I am a social worker I can’t work on the phone. She was reluctant to give me anything. So what will I call a doctor for if is not to get a cure. I explained I had this back in January 2020. She answered she just needs an explanation as to why I need medication. Mind you I hate taking Prednisone. She treated me like I was asking for drugs ir something. Please do something. This service is to help people. Thank you. ### Analysis: categories: Doctor, aspects: Professionalism, sentiments: negative )))

### Review: title: Rude female doctor, content: I just had a consultation with a female doctor. I have no idea who she is. I called because I can hardly speak from laryngitis symptoms I have been having from more than a week. This woman is the rudest doctor I have ever talked to. She can hear that I have difficulty talking and explain that I need Prednisone to get ride of my condition. I am a social worker I can’t work on the phone. She was reluctant to give me anything. So what will I call a doctor for if is not to get a cure. I explained I had this back in January 2020. She answered she just needs an explanation as to why I need medication. Mind you I hate taking Prednisone. She treated me like I was asking for drugs ir something. Please do something. This service is to help people. Thank you. ### Analysis: categories: (Doctor) aspects: (Professionalism) sentiments: (negative) )))

Hit or miss with the doctors

I loved Teladoc until I had a visit with Dr. Duyhien Nguyen. He was very rude, and started the conversation with “what’s going on” well good morning to you too. I have never had issue with this service. To be honest I never wanted to visit a physical office because all the doctors here were so nice. Then I met Dr. Nguyen, and he was an absolute nightmare. I explained to him my symptoms and he seemed so rushed and read to send me to my pcp. Why am i using this service if you do not want to help. He ended the convo with “Is that all?”. I’m disgusted by his service I even tried to call and complain. The woman I spoke with was very nice, and she listened carefully. I just doubt it of the notes she took down will affect that doctor in any way.

Healthcare, Healthcare

Doctor, Customer service

negative, positive

Healthcare - Doctor - negative, Healthcare - Customer service - positive

### USER: Hit or miss with the doctors: I loved Teladoc until I had a visit with Dr. Duyhien Nguyen. He was very rude, and started the conversation with “what’s going on” well good morning to you too. I have never had issue with this service. To be honest I never wanted to visit a physical office because all the doctors here were so nice. Then I met Dr. Nguyen, and he was an absolute nightmare. I explained to him my symptoms and he seemed so rushed and read to send me to my pcp. Why am i using this service if you do not want to help. He ended the convo with “Is that all?”. I’m disgusted by his service I even tried to call and complain. The woman I spoke with was very nice, and she listened carefully. I just doubt it of the notes she took down will affect that doctor in any way. ### ASSISTANT: Healthcare - Doctor - negative, Healthcare - Customer service - positive )))

### Review: title: Hit or miss with the doctors, content: I loved Teladoc until I had a visit with Dr. Duyhien Nguyen. He was very rude, and started the conversation with “what’s going on” well good morning to you too. I have never had issue with this service. To be honest I never wanted to visit a physical office because all the doctors here were so nice. Then I met Dr. Nguyen, and he was an absolute nightmare. I explained to him my symptoms and he seemed so rushed and read to send me to my pcp. Why am i using this service if you do not want to help. He ended the convo with “Is that all?”. I’m disgusted by his service I even tried to call and complain. The woman I spoke with was very nice, and she listened carefully. I just doubt it of the notes she took down will affect that doctor in any way. ### Analysis: categories: Healthcare, Healthcare, aspects: Doctor, Customer service, sentiments: negative, positive )))

### Review: title: Hit or miss with the doctors, content: I loved Teladoc until I had a visit with Dr. Duyhien Nguyen. He was very rude, and started the conversation with “what’s going on” well good morning to you too. I have never had issue with this service. To be honest I never wanted to visit a physical office because all the doctors here were so nice. Then I met Dr. Nguyen, and he was an absolute nightmare. I explained to him my symptoms and he seemed so rushed and read to send me to my pcp. Why am i using this service if you do not want to help. He ended the convo with “Is that all?”. I’m disgusted by his service I even tried to call and complain. The woman I spoke with was very nice, and she listened carefully. I just doubt it of the notes she took down will affect that doctor in any way. ### Analysis: categories: (Healthcare, Healthcare) aspects: (Doctor, Customer service) sentiments: (negative, positive) )))

Horrible

I made an appointment to get treatment for a sinus infection and the doctor that talked to me on the phone said that he couldn’t treatment because it was hard to make a prediction without seening me. He did say that I was dehydrate and need to be hospitalize, he also said that I had covid, he also said that my daughter couldn’t be with me at the house with me only because I was sick. Then hang up and took my money. On the comments he said that I had an upper respiratory infection. And no prescription. WHAT THE HEAK!!! , I still feel crappy, he didn’t prescribe me anything, he basically said that I’m a bad mother for been sick with my daughter in the house. And took my money for criticizing me. I want my money back!! Is this how he is making money? Telling people he can’t treat them and then getting they money. What is wrong with him. And then he starts guessing a bunch of excuses for not treating me. , , Do NOT USE TELEDOC they are just scamming , I called customer services and they said someone is going to give me a call within 72 hours. We’ll sew what happens.

Experience, Experience, Experience, Experience

scheduling, treatment, communication, customer support

negative, negative, negative, negative

Experience - scheduling - negative, Experience - treatment - negative, Experience - communication - negative, Experience - customer support - negative

### USER: Horrible: I made an appointment to get treatment for a sinus infection and the doctor that talked to me on the phone said that he couldn’t treatment because it was hard to make a prediction without seening me. He did say that I was dehydrate and need to be hospitalize, he also said that I had covid, he also said that my daughter couldn’t be with me at the house with me only because I was sick. Then hang up and took my money. On the comments he said that I had an upper respiratory infection. And no prescription. WHAT THE HEAK!!! , I still feel crappy, he didn’t prescribe me anything, he basically said that I’m a bad mother for been sick with my daughter in the house. And took my money for criticizing me. I want my money back!! Is this how he is making money? Telling people he can’t treat them and then getting they money. What is wrong with him. And then he starts guessing a bunch of excuses for not treating me. , , Do NOT USE TELEDOC they are just scamming , I called customer services and they said someone is going to give me a call within 72 hours. We’ll sew what happens. ### ASSISTANT: Experience - scheduling - negative, Experience - treatment - negative, Experience - communication - negative, Experience - customer support - negative )))

### Review: title: Horrible, content: I made an appointment to get treatment for a sinus infection and the doctor that talked to me on the phone said that he couldn’t treatment because it was hard to make a prediction without seening me. He did say that I was dehydrate and need to be hospitalize, he also said that I had covid, he also said that my daughter couldn’t be with me at the house with me only because I was sick. Then hang up and took my money. On the comments he said that I had an upper respiratory infection. And no prescription. WHAT THE HEAK!!! , I still feel crappy, he didn’t prescribe me anything, he basically said that I’m a bad mother for been sick with my daughter in the house. And took my money for criticizing me. I want my money back!! Is this how he is making money? Telling people he can’t treat them and then getting they money. What is wrong with him. And then he starts guessing a bunch of excuses for not treating me. , , Do NOT USE TELEDOC they are just scamming , I called customer services and they said someone is going to give me a call within 72 hours. We’ll sew what happens. ### Analysis: categories: Experience, Experience, Experience, Experience, aspects: scheduling, treatment, communication, customer support, sentiments: negative, negative, negative, negative )))

### Review: title: Horrible, content: I made an appointment to get treatment for a sinus infection and the doctor that talked to me on the phone said that he couldn’t treatment because it was hard to make a prediction without seening me. He did say that I was dehydrate and need to be hospitalize, he also said that I had covid, he also said that my daughter couldn’t be with me at the house with me only because I was sick. Then hang up and took my money. On the comments he said that I had an upper respiratory infection. And no prescription. WHAT THE HEAK!!! , I still feel crappy, he didn’t prescribe me anything, he basically said that I’m a bad mother for been sick with my daughter in the house. And took my money for criticizing me. I want my money back!! Is this how he is making money? Telling people he can’t treat them and then getting they money. What is wrong with him. And then he starts guessing a bunch of excuses for not treating me. , , Do NOT USE TELEDOC they are just scamming , I called customer services and they said someone is going to give me a call within 72 hours. We’ll sew what happens. ### Analysis: categories: (Experience, Experience, Experience, Experience) aspects: (scheduling, treatment, communication, customer support) sentiments: (negative, negative, negative, negative) )))

The Absolute WORST

Save your time, look up a local urgent care that offers telehealth or cough up $59 for a virtual appt at CVS. Had 7 appointments canceled meanwhile following ALL the reps instructions. The best was being called by some woman after a 40 minute video wait, telling me providers were readily available for calls (not videos) - even had her do a practice test confirming I could receive private and unknown calls before I agreed to switch - sure enough, I agree & 5 minutes later get an email my appts been canceled for the 7th time. Next person on the phone is another idiot, saying I missed the call.. well my ‘heads up appt soon’ text came at 5:10, appt canceled at 5:11, and my call log shows I was off the phone with Their rep by 5:05.. so how does that math work? Terribly uninformed employees, embarrassingly inefficient technology.. no wonder the stock sunk like a rock. Pay up for a Zoom business account instead of f’n people around for 3 hours with zero resolution!!!! BTW your insurance pays for it guys, not like they’re doing this out of the goodness of their heart.

Experience, Experience, Experience, Pricing

Customer service, Instructions, Technology, Cost

negative, negative, negative, negative

Experience - Customer service - negative, Experience - Instructions - negative, Experience - Technology - negative, Pricing - Cost - negative

### USER: The Absolute WORST: Save your time, look up a local urgent care that offers telehealth or cough up $59 for a virtual appt at CVS. Had 7 appointments canceled meanwhile following ALL the reps instructions. The best was being called by some woman after a 40 minute video wait, telling me providers were readily available for calls (not videos) - even had her do a practice test confirming I could receive private and unknown calls before I agreed to switch - sure enough, I agree & 5 minutes later get an email my appts been canceled for the 7th time. Next person on the phone is another idiot, saying I missed the call.. well my ‘heads up appt soon’ text came at 5:10, appt canceled at 5:11, and my call log shows I was off the phone with Their rep by 5:05.. so how does that math work? Terribly uninformed employees, embarrassingly inefficient technology.. no wonder the stock sunk like a rock. Pay up for a Zoom business account instead of f’n people around for 3 hours with zero resolution!!!! BTW your insurance pays for it guys, not like they’re doing this out of the goodness of their heart. ### ASSISTANT: Experience - Customer service - negative, Experience - Instructions - negative, Experience - Technology - negative, Pricing - Cost - negative )))

### Review: title: The Absolute WORST, content: Save your time, look up a local urgent care that offers telehealth or cough up $59 for a virtual appt at CVS. Had 7 appointments canceled meanwhile following ALL the reps instructions. The best was being called by some woman after a 40 minute video wait, telling me providers were readily available for calls (not videos) - even had her do a practice test confirming I could receive private and unknown calls before I agreed to switch - sure enough, I agree & 5 minutes later get an email my appts been canceled for the 7th time. Next person on the phone is another idiot, saying I missed the call.. well my ‘heads up appt soon’ text came at 5:10, appt canceled at 5:11, and my call log shows I was off the phone with Their rep by 5:05.. so how does that math work? Terribly uninformed employees, embarrassingly inefficient technology.. no wonder the stock sunk like a rock. Pay up for a Zoom business account instead of f’n people around for 3 hours with zero resolution!!!! BTW your insurance pays for it guys, not like they’re doing this out of the goodness of their heart. ### Analysis: categories: Experience, Experience, Experience, Pricing, aspects: Customer service, Instructions, Technology, Cost, sentiments: negative, negative, negative, negative )))

### Review: title: The Absolute WORST, content: Save your time, look up a local urgent care that offers telehealth or cough up $59 for a virtual appt at CVS. Had 7 appointments canceled meanwhile following ALL the reps instructions. The best was being called by some woman after a 40 minute video wait, telling me providers were readily available for calls (not videos) - even had her do a practice test confirming I could receive private and unknown calls before I agreed to switch - sure enough, I agree & 5 minutes later get an email my appts been canceled for the 7th time. Next person on the phone is another idiot, saying I missed the call.. well my ‘heads up appt soon’ text came at 5:10, appt canceled at 5:11, and my call log shows I was off the phone with Their rep by 5:05.. so how does that math work? Terribly uninformed employees, embarrassingly inefficient technology.. no wonder the stock sunk like a rock. Pay up for a Zoom business account instead of f’n people around for 3 hours with zero resolution!!!! BTW your insurance pays for it guys, not like they’re doing this out of the goodness of their heart. ### Analysis: categories: (Experience, Experience, Experience, Pricing) aspects: (Customer service, Instructions, Technology, Cost) sentiments: (negative, negative, negative, negative) )))

I’m floored, absolutely phenominal

So, my primary care provider books appointments like a month out and isn’t very helpful or knowledgeable at all - and all I get to see is a P.A., , Enter Teledoc, which I noticed is free with my insurance. I called and waited about 30 minutes for the doctor to show up. Which I didn’t mind because they send you a text to let you know he’s reviewing your info and to come to the appointment video chat on the app. I got a Gastroenterologist with 47 years of experience. He was extremely knowledgeable and knew a detailed answer to everything I asked. We reviewed blood work and some abdominal stuff. He even knew about advanced dieting, Keto, intermittent fasting, fitness etc. - which most doctors never do. , , Honestly, I’m floored. This app is 100% legit and I’ll be using it to go back to the same doctor for future appointments.

Medical, Medical, Medical

Timeliness, Knowledge, Diet and Fitness Awareness

Positive, Positive, Positive

Medical - Timeliness - Positive, Medical - Knowledge - Positive, Medical - Diet and Fitness Awareness - Positive

### USER: I’m floored, absolutely phenominal: So, my primary care provider books appointments like a month out and isn’t very helpful or knowledgeable at all - and all I get to see is a P.A., , Enter Teledoc, which I noticed is free with my insurance. I called and waited about 30 minutes for the doctor to show up. Which I didn’t mind because they send you a text to let you know he’s reviewing your info and to come to the appointment video chat on the app. I got a Gastroenterologist with 47 years of experience. He was extremely knowledgeable and knew a detailed answer to everything I asked. We reviewed blood work and some abdominal stuff. He even knew about advanced dieting, Keto, intermittent fasting, fitness etc. - which most doctors never do. , , Honestly, I’m floored. This app is 100% legit and I’ll be using it to go back to the same doctor for future appointments. ### ASSISTANT: Medical - Timeliness - Positive, Medical - Knowledge - Positive, Medical - Diet and Fitness Awareness - Positive )))

### Review: title: I’m floored, absolutely phenominal, content: So, my primary care provider books appointments like a month out and isn’t very helpful or knowledgeable at all - and all I get to see is a P.A., , Enter Teledoc, which I noticed is free with my insurance. I called and waited about 30 minutes for the doctor to show up. Which I didn’t mind because they send you a text to let you know he’s reviewing your info and to come to the appointment video chat on the app. I got a Gastroenterologist with 47 years of experience. He was extremely knowledgeable and knew a detailed answer to everything I asked. We reviewed blood work and some abdominal stuff. He even knew about advanced dieting, Keto, intermittent fasting, fitness etc. - which most doctors never do. , , Honestly, I’m floored. This app is 100% legit and I’ll be using it to go back to the same doctor for future appointments. ### Analysis: categories: Medical, Medical, Medical, aspects: Timeliness, Knowledge, Diet and Fitness Awareness, sentiments: Positive, Positive, Positive )))

### Review: title: I’m floored, absolutely phenominal, content: So, my primary care provider books appointments like a month out and isn’t very helpful or knowledgeable at all - and all I get to see is a P.A., , Enter Teledoc, which I noticed is free with my insurance. I called and waited about 30 minutes for the doctor to show up. Which I didn’t mind because they send you a text to let you know he’s reviewing your info and to come to the appointment video chat on the app. I got a Gastroenterologist with 47 years of experience. He was extremely knowledgeable and knew a detailed answer to everything I asked. We reviewed blood work and some abdominal stuff. He even knew about advanced dieting, Keto, intermittent fasting, fitness etc. - which most doctors never do. , , Honestly, I’m floored. This app is 100% legit and I’ll be using it to go back to the same doctor for future appointments. ### Analysis: categories: (Medical, Medical, Medical) aspects: (Timeliness, Knowledge, Diet and Fitness Awareness) sentiments: (Positive, Positive, Positive) )))

Not actually open 24/4 and other false information

My first experience with Teledoc started with a request being made around 11 pm for the 24 hour line. There is no option to delay this meeting after it has been requested. Unable to sleep because I had a painful UTI, I sat up waiting in this call. That's fine and understandable to me. When I received a call at 2:00am, it wasn't a health professional. A scheduler asked if we could set meeting at 7:00am - leaving me no time to go to the pharmacy before my commute to work. Still, I understood; but the scheduler insisted a doctor had tried to call me and was unable to get through. I explained I had been waiting and hadn't received any calls. She proceeded to explain that I most likely didn't answer since they call from private numbers. I protested that I would have answered and she wrote me off. For someone waiting up until 2:00am for a call, with no option to reschedule, while experiencing some level of discomfort - this experience and blatant disregard for the truth - was very upsetting. Don't lie to your customers about calling.

Service, Service, Service

Responsiveness, Communication, Professionalism

negative, negative, negative

Service - Responsiveness - negative, Service - Communication - negative, Service - Professionalism - negative

### USER: Not actually open 24/4 and other false information: My first experience with Teledoc started with a request being made around 11 pm for the 24 hour line. There is no option to delay this meeting after it has been requested. Unable to sleep because I had a painful UTI, I sat up waiting in this call. That's fine and understandable to me. When I received a call at 2:00am, it wasn't a health professional. A scheduler asked if we could set meeting at 7:00am - leaving me no time to go to the pharmacy before my commute to work. Still, I understood; but the scheduler insisted a doctor had tried to call me and was unable to get through. I explained I had been waiting and hadn't received any calls. She proceeded to explain that I most likely didn't answer since they call from private numbers. I protested that I would have answered and she wrote me off. For someone waiting up until 2:00am for a call, with no option to reschedule, while experiencing some level of discomfort - this experience and blatant disregard for the truth - was very upsetting. Don't lie to your customers about calling. ### ASSISTANT: Service - Responsiveness - negative, Service - Communication - negative, Service - Professionalism - negative )))

### Review: title: Not actually open 24/4 and other false information, content: My first experience with Teledoc started with a request being made around 11 pm for the 24 hour line. There is no option to delay this meeting after it has been requested. Unable to sleep because I had a painful UTI, I sat up waiting in this call. That's fine and understandable to me. When I received a call at 2:00am, it wasn't a health professional. A scheduler asked if we could set meeting at 7:00am - leaving me no time to go to the pharmacy before my commute to work. Still, I understood; but the scheduler insisted a doctor had tried to call me and was unable to get through. I explained I had been waiting and hadn't received any calls. She proceeded to explain that I most likely didn't answer since they call from private numbers. I protested that I would have answered and she wrote me off. For someone waiting up until 2:00am for a call, with no option to reschedule, while experiencing some level of discomfort - this experience and blatant disregard for the truth - was very upsetting. Don't lie to your customers about calling. ### Analysis: categories: Service, Service, Service, aspects: Responsiveness, Communication, Professionalism, sentiments: negative, negative, negative )))

### Review: title: Not actually open 24/4 and other false information, content: My first experience with Teledoc started with a request being made around 11 pm for the 24 hour line. There is no option to delay this meeting after it has been requested. Unable to sleep because I had a painful UTI, I sat up waiting in this call. That's fine and understandable to me. When I received a call at 2:00am, it wasn't a health professional. A scheduler asked if we could set meeting at 7:00am - leaving me no time to go to the pharmacy before my commute to work. Still, I understood; but the scheduler insisted a doctor had tried to call me and was unable to get through. I explained I had been waiting and hadn't received any calls. She proceeded to explain that I most likely didn't answer since they call from private numbers. I protested that I would have answered and she wrote me off. For someone waiting up until 2:00am for a call, with no option to reschedule, while experiencing some level of discomfort - this experience and blatant disregard for the truth - was very upsetting. Don't lie to your customers about calling. ### Analysis: categories: (Service, Service, Service) aspects: (Responsiveness, Communication, Professionalism) sentiments: (negative, negative, negative) )))

Bad experience

I used Teladoc today for a sinus infection/cough I had for 2 weeks. Now I held off from going to a provider because I am very aware about most of the time colds are viral. After 2 weeks and still not getting better, I finally decided to call Teladoc. The physician asked me a few questions. He went on to to tell me he thinks it is an upper respiratory virus. I told him I have this once a year, sinus pressure pain, and drainage in back of my throat with cough. I notified him I am a physician assistant and very aware of overuse of antibiotics but definitely think at this point I need some. He told me “there’s is no way you would know if it is bacterial, and usually this last 3-5 weeks. “ I told him I have used decongestants like pseudoephedrine, phenylephrine, antihistamine, Flonase and 2 bottles of sever cold and cough medicine. At this point I feel like I need something else like antibiotics. He refused to give me antibiotics . Now I wasted my time and money and will end up in immediate care anyways.

Service, Service, Service, Service

Communication, Customer support, Doctor's knowledge, Effectiveness

negative, negative, negative, negative

Service - Communication - negative, Service - Customer support - negative, Service - Doctor's knowledge - negative, Service - Effectiveness - negative

### USER: Bad experience: I used Teladoc today for a sinus infection/cough I had for 2 weeks. Now I held off from going to a provider because I am very aware about most of the time colds are viral. After 2 weeks and still not getting better, I finally decided to call Teladoc. The physician asked me a few questions. He went on to to tell me he thinks it is an upper respiratory virus. I told him I have this once a year, sinus pressure pain, and drainage in back of my throat with cough. I notified him I am a physician assistant and very aware of overuse of antibiotics but definitely think at this point I need some. He told me “there’s is no way you would know if it is bacterial, and usually this last 3-5 weeks. “ I told him I have used decongestants like pseudoephedrine, phenylephrine, antihistamine, Flonase and 2 bottles of sever cold and cough medicine. At this point I feel like I need something else like antibiotics. He refused to give me antibiotics . Now I wasted my time and money and will end up in immediate care anyways. ### ASSISTANT: Service - Communication - negative, Service - Customer support - negative, Service - Doctor's knowledge - negative, Service - Effectiveness - negative )))

### Review: title: Bad experience, content: I used Teladoc today for a sinus infection/cough I had for 2 weeks. Now I held off from going to a provider because I am very aware about most of the time colds are viral. After 2 weeks and still not getting better, I finally decided to call Teladoc. The physician asked me a few questions. He went on to to tell me he thinks it is an upper respiratory virus. I told him I have this once a year, sinus pressure pain, and drainage in back of my throat with cough. I notified him I am a physician assistant and very aware of overuse of antibiotics but definitely think at this point I need some. He told me “there’s is no way you would know if it is bacterial, and usually this last 3-5 weeks. “ I told him I have used decongestants like pseudoephedrine, phenylephrine, antihistamine, Flonase and 2 bottles of sever cold and cough medicine. At this point I feel like I need something else like antibiotics. He refused to give me antibiotics . Now I wasted my time and money and will end up in immediate care anyways. ### Analysis: categories: Service, Service, Service, Service, aspects: Communication, Customer support, Doctor's knowledge, Effectiveness, sentiments: negative, negative, negative, negative )))

### Review: title: Bad experience, content: I used Teladoc today for a sinus infection/cough I had for 2 weeks. Now I held off from going to a provider because I am very aware about most of the time colds are viral. After 2 weeks and still not getting better, I finally decided to call Teladoc. The physician asked me a few questions. He went on to to tell me he thinks it is an upper respiratory virus. I told him I have this once a year, sinus pressure pain, and drainage in back of my throat with cough. I notified him I am a physician assistant and very aware of overuse of antibiotics but definitely think at this point I need some. He told me “there’s is no way you would know if it is bacterial, and usually this last 3-5 weeks. “ I told him I have used decongestants like pseudoephedrine, phenylephrine, antihistamine, Flonase and 2 bottles of sever cold and cough medicine. At this point I feel like I need something else like antibiotics. He refused to give me antibiotics . Now I wasted my time and money and will end up in immediate care anyways. ### Analysis: categories: (Service, Service, Service, Service) aspects: (Communication, Customer support, Doctor's knowledge, Effectiveness) sentiments: (negative, negative, negative, negative) )))

Ughm

You dont need to give me notifications EVERY second I wasnt even able to log in because a constant loop of ‘log in’ ‘oh new device enter a pin we send’ ‘log in’ ‘enter pin’, , and the worst part is it asked for some FEP ID for my insurance , , but whatever I put didnt work and google doesnt even explain what to do about it. Im forced to do this because my insurance site errors when i need to check a quick care if its still in network otherwise theres no place this side of the state to go. IDK if it is the site wont show me and theres no way to contact them so here I am locked out of every way to get a doctors note Ill probably get in trouble if I miss my 4 hours of work today over a small cold. I just. need. a. note. but cant access anything.

App, App, App

Login, Notifications, Error handling

Negative, Negative, Negative

App - Login - Negative, App - Notifications - Negative, App - Error handling - Negative

### USER: Ughm: You dont need to give me notifications EVERY second I wasnt even able to log in because a constant loop of ‘log in’ ‘oh new device enter a pin we send’ ‘log in’ ‘enter pin’, , and the worst part is it asked for some FEP ID for my insurance , , but whatever I put didnt work and google doesnt even explain what to do about it. Im forced to do this because my insurance site errors when i need to check a quick care if its still in network otherwise theres no place this side of the state to go. IDK if it is the site wont show me and theres no way to contact them so here I am locked out of every way to get a doctors note Ill probably get in trouble if I miss my 4 hours of work today over a small cold. I just. need. a. note. but cant access anything. ### ASSISTANT: App - Login - Negative, App - Notifications - Negative, App - Error handling - Negative )))

### Review: title: Ughm, content: You dont need to give me notifications EVERY second I wasnt even able to log in because a constant loop of ‘log in’ ‘oh new device enter a pin we send’ ‘log in’ ‘enter pin’, , and the worst part is it asked for some FEP ID for my insurance , , but whatever I put didnt work and google doesnt even explain what to do about it. Im forced to do this because my insurance site errors when i need to check a quick care if its still in network otherwise theres no place this side of the state to go. IDK if it is the site wont show me and theres no way to contact them so here I am locked out of every way to get a doctors note Ill probably get in trouble if I miss my 4 hours of work today over a small cold. I just. need. a. note. but cant access anything. ### Analysis: categories: App, App, App, aspects: Login, Notifications, Error handling, sentiments: Negative, Negative, Negative )))

### Review: title: Ughm, content: You dont need to give me notifications EVERY second I wasnt even able to log in because a constant loop of ‘log in’ ‘oh new device enter a pin we send’ ‘log in’ ‘enter pin’, , and the worst part is it asked for some FEP ID for my insurance , , but whatever I put didnt work and google doesnt even explain what to do about it. Im forced to do this because my insurance site errors when i need to check a quick care if its still in network otherwise theres no place this side of the state to go. IDK if it is the site wont show me and theres no way to contact them so here I am locked out of every way to get a doctors note Ill probably get in trouble if I miss my 4 hours of work today over a small cold. I just. need. a. note. but cant access anything. ### Analysis: categories: (App, App, App) aspects: (Login, Notifications, Error handling) sentiments: (Negative, Negative, Negative) )))

Great idea, poor execution

Teladoc offers connectivity and services in a unique manner during unprecedented times. However the app whether via mobile or browser interface is clunky and sends too many customer review notifications and/or has too many hiccups in contacting your provider of choice insofar as setting up and confirming appointments. I would like the setting up of appointments to be smoother with quicker opportunities reschedule (<72 h). For example, my provider scheduled a meeting for a date and time and chose the wrong AM/PM which I did not catch until the reminder day 72h prior. And instead of being able to suggest the same day and new correct time in the evening (PM), I have to request a different day, potentially screwing up my schedule. There should be a way to fix this and reset for the same day.

App-Functionality, App-Functionality, App-Functionality, App-Functionality

User Interface, Customer Support, Appointment Scheduling, Notifications

Negative, Negative, Negative, Negative

App-Functionality - User Interface - Negative, App-Functionality - Customer Support - Negative, App-Functionality - Appointment Scheduling - Negative, App-Functionality - Notifications - Negative

### USER: Great idea, poor execution: Teladoc offers connectivity and services in a unique manner during unprecedented times. However the app whether via mobile or browser interface is clunky and sends too many customer review notifications and/or has too many hiccups in contacting your provider of choice insofar as setting up and confirming appointments. I would like the setting up of appointments to be smoother with quicker opportunities reschedule (<72 h). For example, my provider scheduled a meeting for a date and time and chose the wrong AM/PM which I did not catch until the reminder day 72h prior. And instead of being able to suggest the same day and new correct time in the evening (PM), I have to request a different day, potentially screwing up my schedule. There should be a way to fix this and reset for the same day. ### ASSISTANT: App-Functionality - User Interface - Negative, App-Functionality - Customer Support - Negative, App-Functionality - Appointment Scheduling - Negative, App-Functionality - Notifications - Negative )))

### Review: title: Great idea, poor execution, content: Teladoc offers connectivity and services in a unique manner during unprecedented times. However the app whether via mobile or browser interface is clunky and sends too many customer review notifications and/or has too many hiccups in contacting your provider of choice insofar as setting up and confirming appointments. I would like the setting up of appointments to be smoother with quicker opportunities reschedule (<72 h). For example, my provider scheduled a meeting for a date and time and chose the wrong AM/PM which I did not catch until the reminder day 72h prior. And instead of being able to suggest the same day and new correct time in the evening (PM), I have to request a different day, potentially screwing up my schedule. There should be a way to fix this and reset for the same day. ### Analysis: categories: App-Functionality, App-Functionality, App-Functionality, App-Functionality, aspects: User Interface, Customer Support, Appointment Scheduling, Notifications, sentiments: Negative, Negative, Negative, Negative )))

### Review: title: Great idea, poor execution, content: Teladoc offers connectivity and services in a unique manner during unprecedented times. However the app whether via mobile or browser interface is clunky and sends too many customer review notifications and/or has too many hiccups in contacting your provider of choice insofar as setting up and confirming appointments. I would like the setting up of appointments to be smoother with quicker opportunities reschedule (<72 h). For example, my provider scheduled a meeting for a date and time and chose the wrong AM/PM which I did not catch until the reminder day 72h prior. And instead of being able to suggest the same day and new correct time in the evening (PM), I have to request a different day, potentially screwing up my schedule. There should be a way to fix this and reset for the same day. ### Analysis: categories: (App-Functionality, App-Functionality, App-Functionality, App-Functionality) aspects: (User Interface, Customer Support, Appointment Scheduling, Notifications) sentiments: (Negative, Negative, Negative, Negative) )))

I waited over 7 hours

I made an appointment through the app because I knew what I needed and didn’t want to wait days to see my provider, but I ended up waiting 7 hours to speak to anyone and then when I did talk to an operator she spent 30 minutes trying to find my account. Even after that she said I would still have to wait to speak to a doctor and couldn’t tell me how long it would take for a doctor to call me. It would have been better spending my day in an urgent care than waiting for a phone call that may or may not happen today. , , I’m writing this and still haven’t received a call from the doctor. Not worth the money. At least with an appointment I know I’ll actually talk to a doctor in a reasonable time.

Appointment

Timeliness

negative

Appointment - Timeliness - negative

### USER: I waited over 7 hours: I made an appointment through the app because I knew what I needed and didn’t want to wait days to see my provider, but I ended up waiting 7 hours to speak to anyone and then when I did talk to an operator she spent 30 minutes trying to find my account. Even after that she said I would still have to wait to speak to a doctor and couldn’t tell me how long it would take for a doctor to call me. It would have been better spending my day in an urgent care than waiting for a phone call that may or may not happen today. , , I’m writing this and still haven’t received a call from the doctor. Not worth the money. At least with an appointment I know I’ll actually talk to a doctor in a reasonable time. ### ASSISTANT: Appointment - Timeliness - negative )))

### Review: title: I waited over 7 hours, content: I made an appointment through the app because I knew what I needed and didn’t want to wait days to see my provider, but I ended up waiting 7 hours to speak to anyone and then when I did talk to an operator she spent 30 minutes trying to find my account. Even after that she said I would still have to wait to speak to a doctor and couldn’t tell me how long it would take for a doctor to call me. It would have been better spending my day in an urgent care than waiting for a phone call that may or may not happen today. , , I’m writing this and still haven’t received a call from the doctor. Not worth the money. At least with an appointment I know I’ll actually talk to a doctor in a reasonable time. ### Analysis: categories: Appointment, aspects: Timeliness, sentiments: negative )))

### Review: title: I waited over 7 hours, content: I made an appointment through the app because I knew what I needed and didn’t want to wait days to see my provider, but I ended up waiting 7 hours to speak to anyone and then when I did talk to an operator she spent 30 minutes trying to find my account. Even after that she said I would still have to wait to speak to a doctor and couldn’t tell me how long it would take for a doctor to call me. It would have been better spending my day in an urgent care than waiting for a phone call that may or may not happen today. , , I’m writing this and still haven’t received a call from the doctor. Not worth the money. At least with an appointment I know I’ll actually talk to a doctor in a reasonable time. ### Analysis: categories: (Appointment) aspects: (Timeliness) sentiments: (negative) )))

Good provider, poor software infrastructure

Enjoyed being connected with a quality provider, after trying a few people out. Enjoy the convenience of being seen remotely. The app communication in the billing is very poor though. I often get emails saying “action required“ I login and there’s nothing in the messages area that is alerting me to any action. No explanation and I can’t view the message within the email itself. Additionally the billing is pretty unprofessional. All my invoices are dated as though they were charged on the day of the appointment was made, sometimes weeks before the date of service. Since I need to file my charges with my HSA account for reimbursement I need some thing that actually shows the date of service. There’s just a simple invoice that shows an $85 charge in the wrong date of service. Completely useless and I can’t even keep track of which invoice goes with which appointment because they’re so off on the dating. Hoping this improves over time.

App, App, App

Communication, Billing, Convenience

negative, negative, positive

App - Communication - negative, App - Billing - negative, App - Convenience - positive

### USER: Good provider, poor software infrastructure: Enjoyed being connected with a quality provider, after trying a few people out. Enjoy the convenience of being seen remotely. The app communication in the billing is very poor though. I often get emails saying “action required“ I login and there’s nothing in the messages area that is alerting me to any action. No explanation and I can’t view the message within the email itself. Additionally the billing is pretty unprofessional. All my invoices are dated as though they were charged on the day of the appointment was made, sometimes weeks before the date of service. Since I need to file my charges with my HSA account for reimbursement I need some thing that actually shows the date of service. There’s just a simple invoice that shows an $85 charge in the wrong date of service. Completely useless and I can’t even keep track of which invoice goes with which appointment because they’re so off on the dating. Hoping this improves over time. ### ASSISTANT: App - Communication - negative, App - Billing - negative, App - Convenience - positive )))

### Review: title: Good provider, poor software infrastructure, content: Enjoyed being connected with a quality provider, after trying a few people out. Enjoy the convenience of being seen remotely. The app communication in the billing is very poor though. I often get emails saying “action required“ I login and there’s nothing in the messages area that is alerting me to any action. No explanation and I can’t view the message within the email itself. Additionally the billing is pretty unprofessional. All my invoices are dated as though they were charged on the day of the appointment was made, sometimes weeks before the date of service. Since I need to file my charges with my HSA account for reimbursement I need some thing that actually shows the date of service. There’s just a simple invoice that shows an $85 charge in the wrong date of service. Completely useless and I can’t even keep track of which invoice goes with which appointment because they’re so off on the dating. Hoping this improves over time. ### Analysis: categories: App, App, App, aspects: Communication, Billing, Convenience, sentiments: negative, negative, positive )))

### Review: title: Good provider, poor software infrastructure, content: Enjoyed being connected with a quality provider, after trying a few people out. Enjoy the convenience of being seen remotely. The app communication in the billing is very poor though. I often get emails saying “action required“ I login and there’s nothing in the messages area that is alerting me to any action. No explanation and I can’t view the message within the email itself. Additionally the billing is pretty unprofessional. All my invoices are dated as though they were charged on the day of the appointment was made, sometimes weeks before the date of service. Since I need to file my charges with my HSA account for reimbursement I need some thing that actually shows the date of service. There’s just a simple invoice that shows an $85 charge in the wrong date of service. Completely useless and I can’t even keep track of which invoice goes with which appointment because they’re so off on the dating. Hoping this improves over time. ### Analysis: categories: (App, App, App) aspects: (Communication, Billing, Convenience) sentiments: (negative, negative, positive) )))

Teledoc? Telenot

If you are business or a service who believes that opting in for this service for employees as a insurance benefit is a good idea, think again. The interface is a complete failure harnessing false promises, apparently video conferencing appointments only work when they “feel like it” Expect to wait two hours for a phone call to tell you they scheduled for a phone conversation instead. OK, no big deal right? Now add some partial practice, and failures in medicine to the mix and we are blessed with a doctor that wants absolutely nothing to do with you. Sounds almost tempting, dealing with someone who wants less to do with you than a receptionist or nurse at fast pace care clinic. Once you’ve reached the point where a halfhearted voice mutters over the phone - experience the thrill as it will be over in 30 seconds or less - they will tell you to go see a doctor; A real doctor.

Healthcare, Healthcare, Healthcare

Interface, Doctor, Scheduling

negative, negative, negative

Healthcare - Interface - negative, Healthcare - Doctor - negative, Healthcare - Scheduling - negative

### USER: Teledoc? Telenot: If you are business or a service who believes that opting in for this service for employees as a insurance benefit is a good idea, think again. The interface is a complete failure harnessing false promises, apparently video conferencing appointments only work when they “feel like it” Expect to wait two hours for a phone call to tell you they scheduled for a phone conversation instead. OK, no big deal right? Now add some partial practice, and failures in medicine to the mix and we are blessed with a doctor that wants absolutely nothing to do with you. Sounds almost tempting, dealing with someone who wants less to do with you than a receptionist or nurse at fast pace care clinic. Once you’ve reached the point where a halfhearted voice mutters over the phone - experience the thrill as it will be over in 30 seconds or less - they will tell you to go see a doctor; A real doctor. ### ASSISTANT: Healthcare - Interface - negative, Healthcare - Doctor - negative, Healthcare - Scheduling - negative )))

### Review: title: Teledoc? Telenot, content: If you are business or a service who believes that opting in for this service for employees as a insurance benefit is a good idea, think again. The interface is a complete failure harnessing false promises, apparently video conferencing appointments only work when they “feel like it” Expect to wait two hours for a phone call to tell you they scheduled for a phone conversation instead. OK, no big deal right? Now add some partial practice, and failures in medicine to the mix and we are blessed with a doctor that wants absolutely nothing to do with you. Sounds almost tempting, dealing with someone who wants less to do with you than a receptionist or nurse at fast pace care clinic. Once you’ve reached the point where a halfhearted voice mutters over the phone - experience the thrill as it will be over in 30 seconds or less - they will tell you to go see a doctor; A real doctor. ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Interface, Doctor, Scheduling, sentiments: negative, negative, negative )))

### Review: title: Teledoc? Telenot, content: If you are business or a service who believes that opting in for this service for employees as a insurance benefit is a good idea, think again. The interface is a complete failure harnessing false promises, apparently video conferencing appointments only work when they “feel like it” Expect to wait two hours for a phone call to tell you they scheduled for a phone conversation instead. OK, no big deal right? Now add some partial practice, and failures in medicine to the mix and we are blessed with a doctor that wants absolutely nothing to do with you. Sounds almost tempting, dealing with someone who wants less to do with you than a receptionist or nurse at fast pace care clinic. Once you’ve reached the point where a halfhearted voice mutters over the phone - experience the thrill as it will be over in 30 seconds or less - they will tell you to go see a doctor; A real doctor. ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Interface, Doctor, Scheduling) sentiments: (negative, negative, negative) )))

Horrible customer service and lack of structure

I called in for strep throat turning into bronchitis, and once I got a doctor on the phone I asked the doctor for antibiotics, but to my surprise she only prescribed me over the counter cough drops when I got to the pharmacy… not exactly $75 dollars well spent. I called and called trying to get my antibiotics but they wanted me to pay $75 dollars again to see another doctor. I tried all I could to just get some antibiotics, but to no avail. Looks like I’m going to see an in person doctor… do not do this if you have even a somewhat complicated case, or need follow up because they are very disorganized and you are just another cog in the machine to them trying to squeeze every penny out of you.

Customer Service

Customer Service

negative

Customer Service - Customer Service - negative

### USER: Horrible customer service and lack of structure: I called in for strep throat turning into bronchitis, and once I got a doctor on the phone I asked the doctor for antibiotics, but to my surprise she only prescribed me over the counter cough drops when I got to the pharmacy… not exactly $75 dollars well spent. I called and called trying to get my antibiotics but they wanted me to pay $75 dollars again to see another doctor. I tried all I could to just get some antibiotics, but to no avail. Looks like I’m going to see an in person doctor… do not do this if you have even a somewhat complicated case, or need follow up because they are very disorganized and you are just another cog in the machine to them trying to squeeze every penny out of you. ### ASSISTANT: Customer Service - Customer Service - negative )))

### Review: title: Horrible customer service and lack of structure, content: I called in for strep throat turning into bronchitis, and once I got a doctor on the phone I asked the doctor for antibiotics, but to my surprise she only prescribed me over the counter cough drops when I got to the pharmacy… not exactly $75 dollars well spent. I called and called trying to get my antibiotics but they wanted me to pay $75 dollars again to see another doctor. I tried all I could to just get some antibiotics, but to no avail. Looks like I’m going to see an in person doctor… do not do this if you have even a somewhat complicated case, or need follow up because they are very disorganized and you are just another cog in the machine to them trying to squeeze every penny out of you. ### Analysis: categories: Customer Service, aspects: Customer Service, sentiments: negative )))

### Review: title: Horrible customer service and lack of structure, content: I called in for strep throat turning into bronchitis, and once I got a doctor on the phone I asked the doctor for antibiotics, but to my surprise she only prescribed me over the counter cough drops when I got to the pharmacy… not exactly $75 dollars well spent. I called and called trying to get my antibiotics but they wanted me to pay $75 dollars again to see another doctor. I tried all I could to just get some antibiotics, but to no avail. Looks like I’m going to see an in person doctor… do not do this if you have even a somewhat complicated case, or need follow up because they are very disorganized and you are just another cog in the machine to them trying to squeeze every penny out of you. ### Analysis: categories: (Customer Service) aspects: (Customer Service) sentiments: (negative) )))

Don’t do it

There is no way to delete the account through Teladoc. They will tell you to contact the insurance company who will tell you to contact Teladoc. The way they schedule appointments is weird. I found a provider I was interested and app had me choose appt time I wanted. App sent message that I wasn’t interested in any other time for next 3 months, which is not true, and since they weren’t available in those specific times, the provider sent message back through app to look for another provider. Meanwhile the app indicated that I had an appointment during the time I wanted even though it was rejected by provider. When I tried to cancel the appt because provider didn’t show up because the time was never confirmed, it wouldn’t do it and gave me error messages. I know it was free appt on my end but this makes me suspicious if they are still billing my insurer.

Ease-of-Use, Ease-of-Use, Billing

Scheduling, Appointment Cancellation, Billing

Negative, Negative, Negative

Ease-of-Use - Scheduling - Negative, Ease-of-Use - Appointment Cancellation - Negative, Billing - Billing - Negative

### USER: Don’t do it: There is no way to delete the account through Teladoc. They will tell you to contact the insurance company who will tell you to contact Teladoc. The way they schedule appointments is weird. I found a provider I was interested and app had me choose appt time I wanted. App sent message that I wasn’t interested in any other time for next 3 months, which is not true, and since they weren’t available in those specific times, the provider sent message back through app to look for another provider. Meanwhile the app indicated that I had an appointment during the time I wanted even though it was rejected by provider. When I tried to cancel the appt because provider didn’t show up because the time was never confirmed, it wouldn’t do it and gave me error messages. I know it was free appt on my end but this makes me suspicious if they are still billing my insurer. ### ASSISTANT: Ease-of-Use - Scheduling - Negative, Ease-of-Use - Appointment Cancellation - Negative, Billing - Billing - Negative )))

### Review: title: Don’t do it, content: There is no way to delete the account through Teladoc. They will tell you to contact the insurance company who will tell you to contact Teladoc. The way they schedule appointments is weird. I found a provider I was interested and app had me choose appt time I wanted. App sent message that I wasn’t interested in any other time for next 3 months, which is not true, and since they weren’t available in those specific times, the provider sent message back through app to look for another provider. Meanwhile the app indicated that I had an appointment during the time I wanted even though it was rejected by provider. When I tried to cancel the appt because provider didn’t show up because the time was never confirmed, it wouldn’t do it and gave me error messages. I know it was free appt on my end but this makes me suspicious if they are still billing my insurer. ### Analysis: categories: Ease-of-Use, Ease-of-Use, Billing, aspects: Scheduling, Appointment Cancellation, Billing, sentiments: Negative, Negative, Negative )))

### Review: title: Don’t do it, content: There is no way to delete the account through Teladoc. They will tell you to contact the insurance company who will tell you to contact Teladoc. The way they schedule appointments is weird. I found a provider I was interested and app had me choose appt time I wanted. App sent message that I wasn’t interested in any other time for next 3 months, which is not true, and since they weren’t available in those specific times, the provider sent message back through app to look for another provider. Meanwhile the app indicated that I had an appointment during the time I wanted even though it was rejected by provider. When I tried to cancel the appt because provider didn’t show up because the time was never confirmed, it wouldn’t do it and gave me error messages. I know it was free appt on my end but this makes me suspicious if they are still billing my insurer. ### Analysis: categories: (Ease-of-Use, Ease-of-Use, Billing) aspects: (Scheduling, Appointment Cancellation, Billing) sentiments: (Negative, Negative, Negative) )))

Problem Resolved

Received several notifications that I have updates in my account from doctor. Logged into app and no messages appeared. Tried this several times to no avail and then called Teladoc back and was instructed to delete app and reinstall. If that doesn’t work try a pc which I do not have available. Deleted app and reinstalled but still not able to see messages. Help!!!, Updated: Called Teladoc back and representative verified user name which was incorrect. Problem resolved and I would recommend Teladoc to others when going to pcp or Urgent Care is not an option. The representatives and doctors were very helpful and attentive. Thank you!!!

Customer Service, App, App, Customer Service, Customer Service

Helpfulness, Functionality, Functionality, Professionalism, Responsiveness

Positive, Negative, Neutral, Positive, Positive

Customer Service - Helpfulness - Positive, App - Functionality - Negative, App - Functionality - Neutral, Customer Service - Professionalism - Positive, Customer Service - Responsiveness - Positive

### USER: Problem Resolved: Received several notifications that I have updates in my account from doctor. Logged into app and no messages appeared. Tried this several times to no avail and then called Teladoc back and was instructed to delete app and reinstall. If that doesn’t work try a pc which I do not have available. Deleted app and reinstalled but still not able to see messages. Help!!!, Updated: Called Teladoc back and representative verified user name which was incorrect. Problem resolved and I would recommend Teladoc to others when going to pcp or Urgent Care is not an option. The representatives and doctors were very helpful and attentive. Thank you!!! ### ASSISTANT: Customer Service - Helpfulness - Positive, App - Functionality - Negative, App - Functionality - Neutral, Customer Service - Professionalism - Positive, Customer Service - Responsiveness - Positive )))

### Review: title: Problem Resolved, content: Received several notifications that I have updates in my account from doctor. Logged into app and no messages appeared. Tried this several times to no avail and then called Teladoc back and was instructed to delete app and reinstall. If that doesn’t work try a pc which I do not have available. Deleted app and reinstalled but still not able to see messages. Help!!!, Updated: Called Teladoc back and representative verified user name which was incorrect. Problem resolved and I would recommend Teladoc to others when going to pcp or Urgent Care is not an option. The representatives and doctors were very helpful and attentive. Thank you!!! ### Analysis: categories: Customer Service, App, App, Customer Service, Customer Service, aspects: Helpfulness, Functionality, Functionality, Professionalism, Responsiveness, sentiments: Positive, Negative, Neutral, Positive, Positive )))

### Review: title: Problem Resolved, content: Received several notifications that I have updates in my account from doctor. Logged into app and no messages appeared. Tried this several times to no avail and then called Teladoc back and was instructed to delete app and reinstall. If that doesn’t work try a pc which I do not have available. Deleted app and reinstalled but still not able to see messages. Help!!!, Updated: Called Teladoc back and representative verified user name which was incorrect. Problem resolved and I would recommend Teladoc to others when going to pcp or Urgent Care is not an option. The representatives and doctors were very helpful and attentive. Thank you!!! ### Analysis: categories: (Customer Service, App, App, Customer Service, Customer Service) aspects: (Helpfulness, Functionality, Functionality, Professionalism, Responsiveness) sentiments: (Positive, Negative, Neutral, Positive, Positive) )))

Best Experience Ever!

I had a bad toothache over the holidays when doctors offices are closed and Teledoc was easy to setup and account, enter my medical information and I was able to pay via Paypal! I was promptly connected with a doctor. My doctor was very nice and listened to my complaint explained followed and sent over meds to my preferred pharmacy. I’ve never had a doctor visit go so smoothly and hassle free. This is wonderful knowing I can use this when my children are sick without having to bring them into a crowded waiting room where they may spread what they have with others or pick up something else while there. BEST EXPERIENCE EVER! Thank you!

Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience

Communication, Platform Usability, Quick Response, Value, Doctor's Demeanor, Prescription Process, Wait Time, Safety and Hygiene

positive, positive, positive, positive, positive, positive, positive, positive

Experience - Communication - positive, Experience - Platform Usability - positive, Experience - Quick Response - positive, Experience - Value - positive, Experience - Doctor's Demeanor - positive, Experience - Prescription Process - positive, Experience - Wait Time - positive, Experience - Safety and Hygiene - positive

### USER: Best Experience Ever!: I had a bad toothache over the holidays when doctors offices are closed and Teledoc was easy to setup and account, enter my medical information and I was able to pay via Paypal! I was promptly connected with a doctor. My doctor was very nice and listened to my complaint explained followed and sent over meds to my preferred pharmacy. I’ve never had a doctor visit go so smoothly and hassle free. This is wonderful knowing I can use this when my children are sick without having to bring them into a crowded waiting room where they may spread what they have with others or pick up something else while there. BEST EXPERIENCE EVER! Thank you! ### ASSISTANT: Experience - Communication - positive, Experience - Platform Usability - positive, Experience - Quick Response - positive, Experience - Value - positive, Experience - Doctor's Demeanor - positive, Experience - Prescription Process - positive, Experience - Wait Time - positive, Experience - Safety and Hygiene - positive )))

### Review: title: Best Experience Ever!, content: I had a bad toothache over the holidays when doctors offices are closed and Teledoc was easy to setup and account, enter my medical information and I was able to pay via Paypal! I was promptly connected with a doctor. My doctor was very nice and listened to my complaint explained followed and sent over meds to my preferred pharmacy. I’ve never had a doctor visit go so smoothly and hassle free. This is wonderful knowing I can use this when my children are sick without having to bring them into a crowded waiting room where they may spread what they have with others or pick up something else while there. BEST EXPERIENCE EVER! Thank you! ### Analysis: categories: Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience, aspects: Communication, Platform Usability, Quick Response, Value, Doctor's Demeanor, Prescription Process, Wait Time, Safety and Hygiene, sentiments: positive, positive, positive, positive, positive, positive, positive, positive )))

### Review: title: Best Experience Ever!, content: I had a bad toothache over the holidays when doctors offices are closed and Teledoc was easy to setup and account, enter my medical information and I was able to pay via Paypal! I was promptly connected with a doctor. My doctor was very nice and listened to my complaint explained followed and sent over meds to my preferred pharmacy. I’ve never had a doctor visit go so smoothly and hassle free. This is wonderful knowing I can use this when my children are sick without having to bring them into a crowded waiting room where they may spread what they have with others or pick up something else while there. BEST EXPERIENCE EVER! Thank you! ### Analysis: categories: (Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience) aspects: (Communication, Platform Usability, Quick Response, Value, Doctor's Demeanor, Prescription Process, Wait Time, Safety and Hygiene) sentiments: (positive, positive, positive, positive, positive, positive, positive, positive) )))

Listen to other reviews

Due to COVID 19, I couldn’t get in to see the dentist for a week. The pain I experienced was excruciating, I couldn’t sleep! I have 2 jobs in the medical field- transcriptionist (which requires great accuracy and to catch “mistakes” the provider may dictate and CNA - I have a lady at home who’s depending on me to bathe her). I’m not a drug seeker, but due to my pain and my responsibilities- I wanted some relief just to make it until my dentist appointment so I wouldn’t have to call on from work. Teladoc was no help at all! I ended up getting my car driving to an urgent care facility- $60 plus $3 and the inconvenience of leaving my home. But at least I got a rx and found a dentist that could see me the same day. Missing work - can’t take care of patient per the dentist because of the infection and CNA work requirements- can do my transcription from home at least. , , But I don’t think I’ll teladoc again.

Healthcare

Service

negative

Healthcare - Service - negative

### USER: Listen to other reviews: Due to COVID 19, I couldn’t get in to see the dentist for a week. The pain I experienced was excruciating, I couldn’t sleep! I have 2 jobs in the medical field- transcriptionist (which requires great accuracy and to catch “mistakes” the provider may dictate and CNA - I have a lady at home who’s depending on me to bathe her). I’m not a drug seeker, but due to my pain and my responsibilities- I wanted some relief just to make it until my dentist appointment so I wouldn’t have to call on from work. Teladoc was no help at all! I ended up getting my car driving to an urgent care facility- $60 plus $3 and the inconvenience of leaving my home. But at least I got a rx and found a dentist that could see me the same day. Missing work - can’t take care of patient per the dentist because of the infection and CNA work requirements- can do my transcription from home at least. , , But I don’t think I’ll teladoc again. ### ASSISTANT: Healthcare - Service - negative )))

### Review: title: Listen to other reviews, content: Due to COVID 19, I couldn’t get in to see the dentist for a week. The pain I experienced was excruciating, I couldn’t sleep! I have 2 jobs in the medical field- transcriptionist (which requires great accuracy and to catch “mistakes” the provider may dictate and CNA - I have a lady at home who’s depending on me to bathe her). I’m not a drug seeker, but due to my pain and my responsibilities- I wanted some relief just to make it until my dentist appointment so I wouldn’t have to call on from work. Teladoc was no help at all! I ended up getting my car driving to an urgent care facility- $60 plus $3 and the inconvenience of leaving my home. But at least I got a rx and found a dentist that could see me the same day. Missing work - can’t take care of patient per the dentist because of the infection and CNA work requirements- can do my transcription from home at least. , , But I don’t think I’ll teladoc again. ### Analysis: categories: Healthcare, aspects: Service, sentiments: negative )))

### Review: title: Listen to other reviews, content: Due to COVID 19, I couldn’t get in to see the dentist for a week. The pain I experienced was excruciating, I couldn’t sleep! I have 2 jobs in the medical field- transcriptionist (which requires great accuracy and to catch “mistakes” the provider may dictate and CNA - I have a lady at home who’s depending on me to bathe her). I’m not a drug seeker, but due to my pain and my responsibilities- I wanted some relief just to make it until my dentist appointment so I wouldn’t have to call on from work. Teladoc was no help at all! I ended up getting my car driving to an urgent care facility- $60 plus $3 and the inconvenience of leaving my home. But at least I got a rx and found a dentist that could see me the same day. Missing work - can’t take care of patient per the dentist because of the infection and CNA work requirements- can do my transcription from home at least. , , But I don’t think I’ll teladoc again. ### Analysis: categories: (Healthcare) aspects: (Service) sentiments: (negative) )))

Bad connection no voice or no video

I enjoy using especially in today’s climate of Covid-19, I’ve used it twice the first for a rash on my back that was diagnosed as shingles, and just used it for another visit. , Both times I’ve had trouble and ended up having to speak with the doctor over the phone. The first time I used the WiFi in my house and the doctor couldn’t hear me, the second time I made sure to turn off my WiFi and went with a 5G connection which is spotless in my house. The Doctor said they couldn’t connect with me. Still grateful for this technology but wish it worked like it should.

Connectivity, Connectivity, Connectivity, Functionality, Functionality

connection, connection, connection, video, voice

negative, negative, positive, negative, negative

Connectivity - connection - negative, Connectivity - connection - negative, Connectivity - connection - positive, Functionality - video - negative, Functionality - voice - negative

### USER: Bad connection no voice or no video: I enjoy using especially in today’s climate of Covid-19, I’ve used it twice the first for a rash on my back that was diagnosed as shingles, and just used it for another visit. , Both times I’ve had trouble and ended up having to speak with the doctor over the phone. The first time I used the WiFi in my house and the doctor couldn’t hear me, the second time I made sure to turn off my WiFi and went with a 5G connection which is spotless in my house. The Doctor said they couldn’t connect with me. Still grateful for this technology but wish it worked like it should. ### ASSISTANT: Connectivity - connection - negative, Connectivity - connection - negative, Connectivity - connection - positive, Functionality - video - negative, Functionality - voice - negative )))

### Review: title: Bad connection no voice or no video, content: I enjoy using especially in today’s climate of Covid-19, I’ve used it twice the first for a rash on my back that was diagnosed as shingles, and just used it for another visit. , Both times I’ve had trouble and ended up having to speak with the doctor over the phone. The first time I used the WiFi in my house and the doctor couldn’t hear me, the second time I made sure to turn off my WiFi and went with a 5G connection which is spotless in my house. The Doctor said they couldn’t connect with me. Still grateful for this technology but wish it worked like it should. ### Analysis: categories: Connectivity, Connectivity, Connectivity, Functionality, Functionality, aspects: connection, connection, connection, video, voice, sentiments: negative, negative, positive, negative, negative )))

### Review: title: Bad connection no voice or no video, content: I enjoy using especially in today’s climate of Covid-19, I’ve used it twice the first for a rash on my back that was diagnosed as shingles, and just used it for another visit. , Both times I’ve had trouble and ended up having to speak with the doctor over the phone. The first time I used the WiFi in my house and the doctor couldn’t hear me, the second time I made sure to turn off my WiFi and went with a 5G connection which is spotless in my house. The Doctor said they couldn’t connect with me. Still grateful for this technology but wish it worked like it should. ### Analysis: categories: (Connectivity, Connectivity, Connectivity, Functionality, Functionality) aspects: (connection, connection, connection, video, voice) sentiments: (negative, negative, positive, negative, negative) )))

Very Disappointing

This is one of those bad experience reviews that happen when there's a problem, so I'd still try it out and see if it works for you. , , That being said, what an utter disappointment the experience with Teladoc has been. Sure, it's beautifully designed and the transitions from page to page are pleasing, but that's where the compliments end. SLOW as mollases, as if it is trying to make a connection with Pluto. Wide variety of choices in counselors and therapists, if only I could have gotten one to approve my requested times and dates for appointment. The app does not give you available days or times, you have to guess when they are available. WHY WOULD YOU BOTHER?!? I don't want an appointment in a month, I want it next week - two weeks would have been fine. Really adding insult to injury when you leave a voice mail and send an email to customer service at Teladoc and get absolutely no response. Not one. Unprofessional, unorganized, laughably structured. Teladoc is a joke of an app that should be taken off the App Store until they do it right. Lord knows I'll get a response on this public review, but if Teladoc is reading this - I won't be reaching out to you for a solution, you only get one chance and you messed up. Answer to your dissatisfied customers.

App Features, App Features, Customer Service, App Performance, App Features

Design, Interface, Responsiveness, Speed, Appointment Scheduling

Positive, Positive, Negative, Negative, Negative

App Features - Design - Positive, App Features - Interface - Positive, Customer Service - Responsiveness - Negative, App Performance - Speed - Negative, App Features - Appointment Scheduling - Negative

### USER: Very Disappointing: This is one of those bad experience reviews that happen when there's a problem, so I'd still try it out and see if it works for you. , , That being said, what an utter disappointment the experience with Teladoc has been. Sure, it's beautifully designed and the transitions from page to page are pleasing, but that's where the compliments end. SLOW as mollases, as if it is trying to make a connection with Pluto. Wide variety of choices in counselors and therapists, if only I could have gotten one to approve my requested times and dates for appointment. The app does not give you available days or times, you have to guess when they are available. WHY WOULD YOU BOTHER?!? I don't want an appointment in a month, I want it next week - two weeks would have been fine. Really adding insult to injury when you leave a voice mail and send an email to customer service at Teladoc and get absolutely no response. Not one. Unprofessional, unorganized, laughably structured. Teladoc is a joke of an app that should be taken off the App Store until they do it right. Lord knows I'll get a response on this public review, but if Teladoc is reading this - I won't be reaching out to you for a solution, you only get one chance and you messed up. Answer to your dissatisfied customers. ### ASSISTANT: App Features - Design - Positive, App Features - Interface - Positive, Customer Service - Responsiveness - Negative, App Performance - Speed - Negative, App Features - Appointment Scheduling - Negative )))

### Review: title: Very Disappointing, content: This is one of those bad experience reviews that happen when there's a problem, so I'd still try it out and see if it works for you. , , That being said, what an utter disappointment the experience with Teladoc has been. Sure, it's beautifully designed and the transitions from page to page are pleasing, but that's where the compliments end. SLOW as mollases, as if it is trying to make a connection with Pluto. Wide variety of choices in counselors and therapists, if only I could have gotten one to approve my requested times and dates for appointment. The app does not give you available days or times, you have to guess when they are available. WHY WOULD YOU BOTHER?!? I don't want an appointment in a month, I want it next week - two weeks would have been fine. Really adding insult to injury when you leave a voice mail and send an email to customer service at Teladoc and get absolutely no response. Not one. Unprofessional, unorganized, laughably structured. Teladoc is a joke of an app that should be taken off the App Store until they do it right. Lord knows I'll get a response on this public review, but if Teladoc is reading this - I won't be reaching out to you for a solution, you only get one chance and you messed up. Answer to your dissatisfied customers. ### Analysis: categories: App Features, App Features, Customer Service, App Performance, App Features, aspects: Design, Interface, Responsiveness, Speed, Appointment Scheduling, sentiments: Positive, Positive, Negative, Negative, Negative )))

### Review: title: Very Disappointing, content: This is one of those bad experience reviews that happen when there's a problem, so I'd still try it out and see if it works for you. , , That being said, what an utter disappointment the experience with Teladoc has been. Sure, it's beautifully designed and the transitions from page to page are pleasing, but that's where the compliments end. SLOW as mollases, as if it is trying to make a connection with Pluto. Wide variety of choices in counselors and therapists, if only I could have gotten one to approve my requested times and dates for appointment. The app does not give you available days or times, you have to guess when they are available. WHY WOULD YOU BOTHER?!? I don't want an appointment in a month, I want it next week - two weeks would have been fine. Really adding insult to injury when you leave a voice mail and send an email to customer service at Teladoc and get absolutely no response. Not one. Unprofessional, unorganized, laughably structured. Teladoc is a joke of an app that should be taken off the App Store until they do it right. Lord knows I'll get a response on this public review, but if Teladoc is reading this - I won't be reaching out to you for a solution, you only get one chance and you messed up. Answer to your dissatisfied customers. ### Analysis: categories: (App Features, App Features, Customer Service, App Performance, App Features) aspects: (Design, Interface, Responsiveness, Speed, Appointment Scheduling) sentiments: (Positive, Positive, Negative, Negative, Negative) )))

Horribly glitchy and over use’s notifications

I HATE HATE HATE this app. I’ve been using for my therapist and psychiatrist and OH MY GOD does the app send TOO MANY notifications. “Action required please log in” so you log in, and there’s nothing for you to fill out it just shows the appointments I have that I already confirmed. Then it suddenly cancels my appointments because I “didn’t respond” fast enough?? THERE WAS NOTHING FOR NE TO CLICK ON. Or it decides my password doesn’t work anymore when it worked 10 minutes before, or the day before. So I now have to reset my password again. And then I do log in and it kicks me out of the waiting room saying there’s connection issues with my camera, so I call customer service to ask what’s going on and they say it’s my therapist who has connections issues and she’ll call within an hour, only for her to call while I’m talking to customer service, but it’s an UNKOWN number so can’t call back. , , And then I do finally get to talk to her because I scheduled a regular phone call instead of a video visit and the app now has 3 separate appointments scheduled with her for the EXACT SAME DAY AND TIME while sending me 8 texts within 2 days about those same appointments when there’s no new information about them. Absolutely hate the app itself and it stresses me out to the point I’m thinkig of quitting therapy just so I don’t have to use Teledoc anymore. I don’t care if my depression gets horrible again this app is the absolute worst.

App, App, App, App, App, App

Notifications, Functionality, Usability, Reliability, Customer service, Overall experience

negative, negative, negative, negative, negative, negative

App - Notifications - negative, App - Functionality - negative, App - Usability - negative, App - Reliability - negative, App - Customer service - negative, App - Overall experience - negative

### USER: Horribly glitchy and over use’s notifications: I HATE HATE HATE this app. I’ve been using for my therapist and psychiatrist and OH MY GOD does the app send TOO MANY notifications. “Action required please log in” so you log in, and there’s nothing for you to fill out it just shows the appointments I have that I already confirmed. Then it suddenly cancels my appointments because I “didn’t respond” fast enough?? THERE WAS NOTHING FOR NE TO CLICK ON. Or it decides my password doesn’t work anymore when it worked 10 minutes before, or the day before. So I now have to reset my password again. And then I do log in and it kicks me out of the waiting room saying there’s connection issues with my camera, so I call customer service to ask what’s going on and they say it’s my therapist who has connections issues and she’ll call within an hour, only for her to call while I’m talking to customer service, but it’s an UNKOWN number so can’t call back. , , And then I do finally get to talk to her because I scheduled a regular phone call instead of a video visit and the app now has 3 separate appointments scheduled with her for the EXACT SAME DAY AND TIME while sending me 8 texts within 2 days about those same appointments when there’s no new information about them. Absolutely hate the app itself and it stresses me out to the point I’m thinkig of quitting therapy just so I don’t have to use Teledoc anymore. I don’t care if my depression gets horrible again this app is the absolute worst. ### ASSISTANT: App - Notifications - negative, App - Functionality - negative, App - Usability - negative, App - Reliability - negative, App - Customer service - negative, App - Overall experience - negative )))

### Review: title: Horribly glitchy and over use’s notifications, content: I HATE HATE HATE this app. I’ve been using for my therapist and psychiatrist and OH MY GOD does the app send TOO MANY notifications. “Action required please log in” so you log in, and there’s nothing for you to fill out it just shows the appointments I have that I already confirmed. Then it suddenly cancels my appointments because I “didn’t respond” fast enough?? THERE WAS NOTHING FOR NE TO CLICK ON. Or it decides my password doesn’t work anymore when it worked 10 minutes before, or the day before. So I now have to reset my password again. And then I do log in and it kicks me out of the waiting room saying there’s connection issues with my camera, so I call customer service to ask what’s going on and they say it’s my therapist who has connections issues and she’ll call within an hour, only for her to call while I’m talking to customer service, but it’s an UNKOWN number so can’t call back. , , And then I do finally get to talk to her because I scheduled a regular phone call instead of a video visit and the app now has 3 separate appointments scheduled with her for the EXACT SAME DAY AND TIME while sending me 8 texts within 2 days about those same appointments when there’s no new information about them. Absolutely hate the app itself and it stresses me out to the point I’m thinkig of quitting therapy just so I don’t have to use Teledoc anymore. I don’t care if my depression gets horrible again this app is the absolute worst. ### Analysis: categories: App, App, App, App, App, App, aspects: Notifications, Functionality, Usability, Reliability, Customer service, Overall experience, sentiments: negative, negative, negative, negative, negative, negative )))

### Review: title: Horribly glitchy and over use’s notifications, content: I HATE HATE HATE this app. I’ve been using for my therapist and psychiatrist and OH MY GOD does the app send TOO MANY notifications. “Action required please log in” so you log in, and there’s nothing for you to fill out it just shows the appointments I have that I already confirmed. Then it suddenly cancels my appointments because I “didn’t respond” fast enough?? THERE WAS NOTHING FOR NE TO CLICK ON. Or it decides my password doesn’t work anymore when it worked 10 minutes before, or the day before. So I now have to reset my password again. And then I do log in and it kicks me out of the waiting room saying there’s connection issues with my camera, so I call customer service to ask what’s going on and they say it’s my therapist who has connections issues and she’ll call within an hour, only for her to call while I’m talking to customer service, but it’s an UNKOWN number so can’t call back. , , And then I do finally get to talk to her because I scheduled a regular phone call instead of a video visit and the app now has 3 separate appointments scheduled with her for the EXACT SAME DAY AND TIME while sending me 8 texts within 2 days about those same appointments when there’s no new information about them. Absolutely hate the app itself and it stresses me out to the point I’m thinkig of quitting therapy just so I don’t have to use Teledoc anymore. I don’t care if my depression gets horrible again this app is the absolute worst. ### Analysis: categories: (App, App, App, App, App, App) aspects: (Notifications, Functionality, Usability, Reliability, Customer service, Overall experience) sentiments: (negative, negative, negative, negative, negative, negative) )))

HORRIBLE!! Not worth the time or money

I called into Teladoc, as I am not supposed to drive, following a concussion several weeks ago. I had developed swimmers ear, which I have had several times, and is well documented in my medical records, that the provider clearly had access to, as she read to me what was done last time I had swimmers ear. As a medical professional myself, I understand that antibiotics are not always the answer. However, I do expect my provider to listen to me when I explain my symptoms, not simply tell me what I am experiencing is wrong. How would you know, they are my symptoms! Secondly, the provider did not seem to completely understand English. She got very upset with me when I asked her to repeat anything, because her English phrases did not make sense. Thirdly, she told me she would order a “cream.” I later found out, from my pharmacy, that the cream is one I have been prescribed before, but doesn’t work for me (I still have 2 tubes in my bathroom, from the last time I tried it). She was rude, unprofessional and could care less if she helped me. Now, not only am I out the time and money of this visit, I will have to Uber to Urgent Care to get the actual problem resolved. Very useless. I hope this “benefit” is removed from our health plan.

Healthcare

Service

negative

Healthcare - Service - negative

### USER: HORRIBLE!! Not worth the time or money: I called into Teladoc, as I am not supposed to drive, following a concussion several weeks ago. I had developed swimmers ear, which I have had several times, and is well documented in my medical records, that the provider clearly had access to, as she read to me what was done last time I had swimmers ear. As a medical professional myself, I understand that antibiotics are not always the answer. However, I do expect my provider to listen to me when I explain my symptoms, not simply tell me what I am experiencing is wrong. How would you know, they are my symptoms! Secondly, the provider did not seem to completely understand English. She got very upset with me when I asked her to repeat anything, because her English phrases did not make sense. Thirdly, she told me she would order a “cream.” I later found out, from my pharmacy, that the cream is one I have been prescribed before, but doesn’t work for me (I still have 2 tubes in my bathroom, from the last time I tried it). She was rude, unprofessional and could care less if she helped me. Now, not only am I out the time and money of this visit, I will have to Uber to Urgent Care to get the actual problem resolved. Very useless. I hope this “benefit” is removed from our health plan. ### ASSISTANT: Healthcare - Service - negative )))

### Review: title: HORRIBLE!! Not worth the time or money, content: I called into Teladoc, as I am not supposed to drive, following a concussion several weeks ago. I had developed swimmers ear, which I have had several times, and is well documented in my medical records, that the provider clearly had access to, as she read to me what was done last time I had swimmers ear. As a medical professional myself, I understand that antibiotics are not always the answer. However, I do expect my provider to listen to me when I explain my symptoms, not simply tell me what I am experiencing is wrong. How would you know, they are my symptoms! Secondly, the provider did not seem to completely understand English. She got very upset with me when I asked her to repeat anything, because her English phrases did not make sense. Thirdly, she told me she would order a “cream.” I later found out, from my pharmacy, that the cream is one I have been prescribed before, but doesn’t work for me (I still have 2 tubes in my bathroom, from the last time I tried it). She was rude, unprofessional and could care less if she helped me. Now, not only am I out the time and money of this visit, I will have to Uber to Urgent Care to get the actual problem resolved. Very useless. I hope this “benefit” is removed from our health plan. ### Analysis: categories: Healthcare, aspects: Service, sentiments: negative )))

### Review: title: HORRIBLE!! Not worth the time or money, content: I called into Teladoc, as I am not supposed to drive, following a concussion several weeks ago. I had developed swimmers ear, which I have had several times, and is well documented in my medical records, that the provider clearly had access to, as she read to me what was done last time I had swimmers ear. As a medical professional myself, I understand that antibiotics are not always the answer. However, I do expect my provider to listen to me when I explain my symptoms, not simply tell me what I am experiencing is wrong. How would you know, they are my symptoms! Secondly, the provider did not seem to completely understand English. She got very upset with me when I asked her to repeat anything, because her English phrases did not make sense. Thirdly, she told me she would order a “cream.” I later found out, from my pharmacy, that the cream is one I have been prescribed before, but doesn’t work for me (I still have 2 tubes in my bathroom, from the last time I tried it). She was rude, unprofessional and could care less if she helped me. Now, not only am I out the time and money of this visit, I will have to Uber to Urgent Care to get the actual problem resolved. Very useless. I hope this “benefit” is removed from our health plan. ### Analysis: categories: (Healthcare) aspects: (Service) sentiments: (negative) )))

Teledoc leaked private health information without consent

Update: yes I contacted them before this review. That's how I had this experience. I continued calling back and got the same run around. Congratulations on being the one and only health care provider I've ever had to report to HHS. , , Teledoc leaked private health information without consent. Contacting them about this has been a miserable run around. The first rep claimed it was impossible and hung up. Second rep escalated it to their "resolution team" who left a generic voice mail saying to call their 1-800 number again. I did and naturally there were zero notes so I was back to square one again. I'm still in their circle jerk of pretending they'll eventually call when I can pick up so I can talk to the "resolution team" which naturally has no direct contact number which teledoc will disclose.

Healthcare, Healthcare

Security, Support

negative, negative

Healthcare - Security - negative, Healthcare - Support - negative

### USER: Teledoc leaked private health information without consent: Update: yes I contacted them before this review. That's how I had this experience. I continued calling back and got the same run around. Congratulations on being the one and only health care provider I've ever had to report to HHS. , , Teledoc leaked private health information without consent. Contacting them about this has been a miserable run around. The first rep claimed it was impossible and hung up. Second rep escalated it to their "resolution team" who left a generic voice mail saying to call their 1-800 number again. I did and naturally there were zero notes so I was back to square one again. I'm still in their circle jerk of pretending they'll eventually call when I can pick up so I can talk to the "resolution team" which naturally has no direct contact number which teledoc will disclose. ### ASSISTANT: Healthcare - Security - negative, Healthcare - Support - negative )))

### Review: title: Teledoc leaked private health information without consent, content: Update: yes I contacted them before this review. That's how I had this experience. I continued calling back and got the same run around. Congratulations on being the one and only health care provider I've ever had to report to HHS. , , Teledoc leaked private health information without consent. Contacting them about this has been a miserable run around. The first rep claimed it was impossible and hung up. Second rep escalated it to their "resolution team" who left a generic voice mail saying to call their 1-800 number again. I did and naturally there were zero notes so I was back to square one again. I'm still in their circle jerk of pretending they'll eventually call when I can pick up so I can talk to the "resolution team" which naturally has no direct contact number which teledoc will disclose. ### Analysis: categories: Healthcare, Healthcare, aspects: Security, Support, sentiments: negative, negative )))

### Review: title: Teledoc leaked private health information without consent, content: Update: yes I contacted them before this review. That's how I had this experience. I continued calling back and got the same run around. Congratulations on being the one and only health care provider I've ever had to report to HHS. , , Teledoc leaked private health information without consent. Contacting them about this has been a miserable run around. The first rep claimed it was impossible and hung up. Second rep escalated it to their "resolution team" who left a generic voice mail saying to call their 1-800 number again. I did and naturally there were zero notes so I was back to square one again. I'm still in their circle jerk of pretending they'll eventually call when I can pick up so I can talk to the "resolution team" which naturally has no direct contact number which teledoc will disclose. ### Analysis: categories: (Healthcare, Healthcare) aspects: (Security, Support) sentiments: (negative, negative) )))

Worst service ever

Wish I can leave zero stars. I set an appointment on Sunday for next day (Monday) at 5pm, I then received a email stating the appointment maybe before or after the scheduled time (not a problem) and they call no later than 9pm and if I don’t receive a call they will call within the first hour they open (fine) nothing on Monday, nothing Tuesday, I received a phone call at 1:30am on Wednesday. I was left a voicemail stating sorry they couldn’t reach me, blah blah blah... Wednesday morning I rescheduled but this time rescheduled for the the next appointment available (I believe it said something as best time or ASAP, something in that category) it is now Friday, since Wednesday it stated I was in queue, I’ve checked the app frequently, and today (Friday) the appointment don’t even exist, not in queue , just nothing. It just disappeared. Save your money, I tried to use the app to avoid going in public due to this Coronavirus, but I’ll take my chances now. Thanks for nothing

Services, Services, Services

Rescheduling, Appointment, Call

negative, negative, negative

Services - Rescheduling - negative, Services - Appointment - negative, Services - Call - negative

### USER: Worst service ever: Wish I can leave zero stars. I set an appointment on Sunday for next day (Monday) at 5pm, I then received a email stating the appointment maybe before or after the scheduled time (not a problem) and they call no later than 9pm and if I don’t receive a call they will call within the first hour they open (fine) nothing on Monday, nothing Tuesday, I received a phone call at 1:30am on Wednesday. I was left a voicemail stating sorry they couldn’t reach me, blah blah blah... Wednesday morning I rescheduled but this time rescheduled for the the next appointment available (I believe it said something as best time or ASAP, something in that category) it is now Friday, since Wednesday it stated I was in queue, I’ve checked the app frequently, and today (Friday) the appointment don’t even exist, not in queue , just nothing. It just disappeared. Save your money, I tried to use the app to avoid going in public due to this Coronavirus, but I’ll take my chances now. Thanks for nothing ### ASSISTANT: Services - Rescheduling - negative, Services - Appointment - negative, Services - Call - negative )))

### Review: title: Worst service ever, content: Wish I can leave zero stars. I set an appointment on Sunday for next day (Monday) at 5pm, I then received a email stating the appointment maybe before or after the scheduled time (not a problem) and they call no later than 9pm and if I don’t receive a call they will call within the first hour they open (fine) nothing on Monday, nothing Tuesday, I received a phone call at 1:30am on Wednesday. I was left a voicemail stating sorry they couldn’t reach me, blah blah blah... Wednesday morning I rescheduled but this time rescheduled for the the next appointment available (I believe it said something as best time or ASAP, something in that category) it is now Friday, since Wednesday it stated I was in queue, I’ve checked the app frequently, and today (Friday) the appointment don’t even exist, not in queue , just nothing. It just disappeared. Save your money, I tried to use the app to avoid going in public due to this Coronavirus, but I’ll take my chances now. Thanks for nothing ### Analysis: categories: Services, Services, Services, aspects: Rescheduling, Appointment, Call, sentiments: negative, negative, negative )))

### Review: title: Worst service ever, content: Wish I can leave zero stars. I set an appointment on Sunday for next day (Monday) at 5pm, I then received a email stating the appointment maybe before or after the scheduled time (not a problem) and they call no later than 9pm and if I don’t receive a call they will call within the first hour they open (fine) nothing on Monday, nothing Tuesday, I received a phone call at 1:30am on Wednesday. I was left a voicemail stating sorry they couldn’t reach me, blah blah blah... Wednesday morning I rescheduled but this time rescheduled for the the next appointment available (I believe it said something as best time or ASAP, something in that category) it is now Friday, since Wednesday it stated I was in queue, I’ve checked the app frequently, and today (Friday) the appointment don’t even exist, not in queue , just nothing. It just disappeared. Save your money, I tried to use the app to avoid going in public due to this Coronavirus, but I’ll take my chances now. Thanks for nothing ### Analysis: categories: (Services, Services, Services) aspects: (Rescheduling, Appointment, Call) sentiments: (negative, negative, negative) )))

Doctors Notes

I just paid $75 bucks to speak To a doctor.. the doctor was Great and very helpful but when it comes to seeing his notes I can’t see them and I have a legal right to see them!!!! This issue is part of a Workmans comp case and I need documentation for my attorney showing that the doctor told me to go the hospital To have my issue address by the ER.. it’s not right that I can’t see all the notes that he puts in… not right at all… I would have given a 5 star but because I can’t see the notes that I need for my attorney is the reason for the 4 star the Doctor himself is a 5 star in my books…

Doctor

Access to medical notes

Negative

Doctor - Access to medical notes - Negative

### USER: Doctors Notes: I just paid $75 bucks to speak To a doctor.. the doctor was Great and very helpful but when it comes to seeing his notes I can’t see them and I have a legal right to see them!!!! This issue is part of a Workmans comp case and I need documentation for my attorney showing that the doctor told me to go the hospital To have my issue address by the ER.. it’s not right that I can’t see all the notes that he puts in… not right at all… I would have given a 5 star but because I can’t see the notes that I need for my attorney is the reason for the 4 star the Doctor himself is a 5 star in my books… ### ASSISTANT: Doctor - Access to medical notes - Negative )))

### Review: title: Doctors Notes, content: I just paid $75 bucks to speak To a doctor.. the doctor was Great and very helpful but when it comes to seeing his notes I can’t see them and I have a legal right to see them!!!! This issue is part of a Workmans comp case and I need documentation for my attorney showing that the doctor told me to go the hospital To have my issue address by the ER.. it’s not right that I can’t see all the notes that he puts in… not right at all… I would have given a 5 star but because I can’t see the notes that I need for my attorney is the reason for the 4 star the Doctor himself is a 5 star in my books… ### Analysis: categories: Doctor, aspects: Access to medical notes, sentiments: Negative )))

### Review: title: Doctors Notes, content: I just paid $75 bucks to speak To a doctor.. the doctor was Great and very helpful but when it comes to seeing his notes I can’t see them and I have a legal right to see them!!!! This issue is part of a Workmans comp case and I need documentation for my attorney showing that the doctor told me to go the hospital To have my issue address by the ER.. it’s not right that I can’t see all the notes that he puts in… not right at all… I would have given a 5 star but because I can’t see the notes that I need for my attorney is the reason for the 4 star the Doctor himself is a 5 star in my books… ### Analysis: categories: (Doctor) aspects: (Access to medical notes) sentiments: (Negative) )))

Treatment was terrible

I have used teledoc multiple times and been satisfied. Yesterday I received the WORST possible care when I was likely the sickest I have been in many years. What I had was increasing symptoms for 5 days of coughing, nasal congestion, lung tightening. The morning I called I took a Covid test and that was positive. I was prescribed a cough suppressant. Not the antibiotic I clearly needed, and actually asked for..there was no doubt I had a respiratory infection. I seldom get sick but if it’s in my lungs I always end up needing an antibiotic. I also was not treated with the Covid drug. I’m 58, hypertension and mild asthma history….she said I do not fit the guidance. Untrue., , A different physician prescribed augmentin for an upper respiratory infection and sinus infection. 4 pills later I am feeling like the worst is over and recovery is beginning. Thank God for this doctor who listened and cared., , Shame on teledoc

Treatment, Treatment, Treatment, Treatment

Care, Prescription, Physician, Listening

negative, negative, positive, positive

Treatment - Care - negative, Treatment - Prescription - negative, Treatment - Physician - positive, Treatment - Listening - positive

### USER: Treatment was terrible: I have used teledoc multiple times and been satisfied. Yesterday I received the WORST possible care when I was likely the sickest I have been in many years. What I had was increasing symptoms for 5 days of coughing, nasal congestion, lung tightening. The morning I called I took a Covid test and that was positive. I was prescribed a cough suppressant. Not the antibiotic I clearly needed, and actually asked for..there was no doubt I had a respiratory infection. I seldom get sick but if it’s in my lungs I always end up needing an antibiotic. I also was not treated with the Covid drug. I’m 58, hypertension and mild asthma history….she said I do not fit the guidance. Untrue., , A different physician prescribed augmentin for an upper respiratory infection and sinus infection. 4 pills later I am feeling like the worst is over and recovery is beginning. Thank God for this doctor who listened and cared., , Shame on teledoc ### ASSISTANT: Treatment - Care - negative, Treatment - Prescription - negative, Treatment - Physician - positive, Treatment - Listening - positive )))

### Review: title: Treatment was terrible, content: I have used teledoc multiple times and been satisfied. Yesterday I received the WORST possible care when I was likely the sickest I have been in many years. What I had was increasing symptoms for 5 days of coughing, nasal congestion, lung tightening. The morning I called I took a Covid test and that was positive. I was prescribed a cough suppressant. Not the antibiotic I clearly needed, and actually asked for..there was no doubt I had a respiratory infection. I seldom get sick but if it’s in my lungs I always end up needing an antibiotic. I also was not treated with the Covid drug. I’m 58, hypertension and mild asthma history….she said I do not fit the guidance. Untrue., , A different physician prescribed augmentin for an upper respiratory infection and sinus infection. 4 pills later I am feeling like the worst is over and recovery is beginning. Thank God for this doctor who listened and cared., , Shame on teledoc ### Analysis: categories: Treatment, Treatment, Treatment, Treatment, aspects: Care, Prescription, Physician, Listening, sentiments: negative, negative, positive, positive )))

### Review: title: Treatment was terrible, content: I have used teledoc multiple times and been satisfied. Yesterday I received the WORST possible care when I was likely the sickest I have been in many years. What I had was increasing symptoms for 5 days of coughing, nasal congestion, lung tightening. The morning I called I took a Covid test and that was positive. I was prescribed a cough suppressant. Not the antibiotic I clearly needed, and actually asked for..there was no doubt I had a respiratory infection. I seldom get sick but if it’s in my lungs I always end up needing an antibiotic. I also was not treated with the Covid drug. I’m 58, hypertension and mild asthma history….she said I do not fit the guidance. Untrue., , A different physician prescribed augmentin for an upper respiratory infection and sinus infection. 4 pills later I am feeling like the worst is over and recovery is beginning. Thank God for this doctor who listened and cared., , Shame on teledoc ### Analysis: categories: (Treatment, Treatment, Treatment, Treatment) aspects: (Care, Prescription, Physician, Listening) sentiments: (negative, negative, positive, positive) )))

Lot’s of cancellations…

Teledoc providers have been very knowledgeable and great at what they do. However, it does not seem uncommon for them to cancel scheduled appointments shortly before a scheduled time or not show up at all at the scheduled time. I have experienced this issue within at least three providers in two different specialties. , , Also, I was completely surprised that when I needed to cancel an appointment with 3 days notice, I could not simply do so through the app. I had to call an 800 number, answer all of my security questions, and then be told by the very nice patient services specialist that she would put in a cancellation ticket, and somewhat would call me about it. It seems extremely inconvenient and inefficient that I was not able to just hit a cancellation link in either my email confirmation or in the app., , Two stars today for the quality of the providers…not their conduct.

Service, Service, Service

Quality, Reliability, Appointment setup

positive, negative, negative

Service - Quality - positive, Service - Reliability - negative, Service - Appointment setup - negative

### USER: Lot’s of cancellations…: Teledoc providers have been very knowledgeable and great at what they do. However, it does not seem uncommon for them to cancel scheduled appointments shortly before a scheduled time or not show up at all at the scheduled time. I have experienced this issue within at least three providers in two different specialties. , , Also, I was completely surprised that when I needed to cancel an appointment with 3 days notice, I could not simply do so through the app. I had to call an 800 number, answer all of my security questions, and then be told by the very nice patient services specialist that she would put in a cancellation ticket, and somewhat would call me about it. It seems extremely inconvenient and inefficient that I was not able to just hit a cancellation link in either my email confirmation or in the app., , Two stars today for the quality of the providers…not their conduct. ### ASSISTANT: Service - Quality - positive, Service - Reliability - negative, Service - Appointment setup - negative )))

### Review: title: Lot’s of cancellations…, content: Teledoc providers have been very knowledgeable and great at what they do. However, it does not seem uncommon for them to cancel scheduled appointments shortly before a scheduled time or not show up at all at the scheduled time. I have experienced this issue within at least three providers in two different specialties. , , Also, I was completely surprised that when I needed to cancel an appointment with 3 days notice, I could not simply do so through the app. I had to call an 800 number, answer all of my security questions, and then be told by the very nice patient services specialist that she would put in a cancellation ticket, and somewhat would call me about it. It seems extremely inconvenient and inefficient that I was not able to just hit a cancellation link in either my email confirmation or in the app., , Two stars today for the quality of the providers…not their conduct. ### Analysis: categories: Service, Service, Service, aspects: Quality, Reliability, Appointment setup, sentiments: positive, negative, negative )))

### Review: title: Lot’s of cancellations…, content: Teledoc providers have been very knowledgeable and great at what they do. However, it does not seem uncommon for them to cancel scheduled appointments shortly before a scheduled time or not show up at all at the scheduled time. I have experienced this issue within at least three providers in two different specialties. , , Also, I was completely surprised that when I needed to cancel an appointment with 3 days notice, I could not simply do so through the app. I had to call an 800 number, answer all of my security questions, and then be told by the very nice patient services specialist that she would put in a cancellation ticket, and somewhat would call me about it. It seems extremely inconvenient and inefficient that I was not able to just hit a cancellation link in either my email confirmation or in the app., , Two stars today for the quality of the providers…not their conduct. ### Analysis: categories: (Service, Service, Service) aspects: (Quality, Reliability, Appointment setup) sentiments: (positive, negative, negative) )))

Waited in the “waiting room” for 1 hour.

There is no ETA when you enter the waiting room. It’s just you sitting there unable to use your phone for other things. Because if you have this running in the background, you automatically leave the “waiting room”. Boy, you sure do know how to make a terrible analogy to real life. The thing is…. This isn’t real life. I shouldn’t have to wait in a friggen lobby, with no understanding or even an ESTIMATION of when I’ll be seen. Come on. Use technology, and outside the box thinking. We don’t want direct links to real world procedures. It’s very easy to be cynical about technology with apps like this. I’m sure stupid government mandates ( hipa)help make this so difficult, and implementation so bad.

Functionality

Waiting Room

negative

Functionality - Waiting Room - negative

### USER: Waited in the “waiting room” for 1 hour.: There is no ETA when you enter the waiting room. It’s just you sitting there unable to use your phone for other things. Because if you have this running in the background, you automatically leave the “waiting room”. Boy, you sure do know how to make a terrible analogy to real life. The thing is…. This isn’t real life. I shouldn’t have to wait in a friggen lobby, with no understanding or even an ESTIMATION of when I’ll be seen. Come on. Use technology, and outside the box thinking. We don’t want direct links to real world procedures. It’s very easy to be cynical about technology with apps like this. I’m sure stupid government mandates ( hipa)help make this so difficult, and implementation so bad. ### ASSISTANT: Functionality - Waiting Room - negative )))

### Review: title: Waited in the “waiting room” for 1 hour., content: There is no ETA when you enter the waiting room. It’s just you sitting there unable to use your phone for other things. Because if you have this running in the background, you automatically leave the “waiting room”. Boy, you sure do know how to make a terrible analogy to real life. The thing is…. This isn’t real life. I shouldn’t have to wait in a friggen lobby, with no understanding or even an ESTIMATION of when I’ll be seen. Come on. Use technology, and outside the box thinking. We don’t want direct links to real world procedures. It’s very easy to be cynical about technology with apps like this. I’m sure stupid government mandates ( hipa)help make this so difficult, and implementation so bad. ### Analysis: categories: Functionality, aspects: Waiting Room, sentiments: negative )))

### Review: title: Waited in the “waiting room” for 1 hour., content: There is no ETA when you enter the waiting room. It’s just you sitting there unable to use your phone for other things. Because if you have this running in the background, you automatically leave the “waiting room”. Boy, you sure do know how to make a terrible analogy to real life. The thing is…. This isn’t real life. I shouldn’t have to wait in a friggen lobby, with no understanding or even an ESTIMATION of when I’ll be seen. Come on. Use technology, and outside the box thinking. We don’t want direct links to real world procedures. It’s very easy to be cynical about technology with apps like this. I’m sure stupid government mandates ( hipa)help make this so difficult, and implementation so bad. ### Analysis: categories: (Functionality) aspects: (Waiting Room) sentiments: (negative) )))

It’s hit or miss with the doctors

Some doctors on here seem hesitant to do anything when they can’t see their patients in person. I don’t use this unless I’m certain about an issue and it’s easier for me to use the app then go in or haul little kids in. One incident was when I knew my daughter had a UTI and we had a horrible blizzard coming in. The doctor refused to do anything, even though it’s on the list of things they can treat, and we were still charged for the visit. I then had to rush to urgent care where it was confirmed but by this time the blizzard had come in and we couldn’t make it to the pharmacy due to there being accidents everywhere. We were lucky we made it home. I also know when my kids have an ear infection. It’s usually a secondary infection that follows a cold for them and then they get a fever and ear pain. I had 2 kids with these symptoms and it was a Saturday. I requested visits for both on teladoc. One doctor for one child said “Yes, that’s typical of an ear infection so I will send over the prescription to the pharmacy.” And the other doctors gave me a really hard time and acted like I didn’t know what I was talking about. I was afraid he also wasn’t going to prescribe the antibiotic my son needed but he eventually did. It makes me hesitant to use this but I feel like it’s my only option sometimes. I just hate having to waste money for a visit that ends up being not helpful at all, and it’s for things the app says they can treat.

Healthcare, Healthcare, Healthcare, Healthcare

Doctor availability, Doctor helpfulness, Doctor communication, Doctor fees

Negative, Negative, Negative, Negative

Healthcare - Doctor availability - Negative, Healthcare - Doctor helpfulness - Negative, Healthcare - Doctor communication - Negative, Healthcare - Doctor fees - Negative

### USER: It’s hit or miss with the doctors: Some doctors on here seem hesitant to do anything when they can’t see their patients in person. I don’t use this unless I’m certain about an issue and it’s easier for me to use the app then go in or haul little kids in. One incident was when I knew my daughter had a UTI and we had a horrible blizzard coming in. The doctor refused to do anything, even though it’s on the list of things they can treat, and we were still charged for the visit. I then had to rush to urgent care where it was confirmed but by this time the blizzard had come in and we couldn’t make it to the pharmacy due to there being accidents everywhere. We were lucky we made it home. I also know when my kids have an ear infection. It’s usually a secondary infection that follows a cold for them and then they get a fever and ear pain. I had 2 kids with these symptoms and it was a Saturday. I requested visits for both on teladoc. One doctor for one child said “Yes, that’s typical of an ear infection so I will send over the prescription to the pharmacy.” And the other doctors gave me a really hard time and acted like I didn’t know what I was talking about. I was afraid he also wasn’t going to prescribe the antibiotic my son needed but he eventually did. It makes me hesitant to use this but I feel like it’s my only option sometimes. I just hate having to waste money for a visit that ends up being not helpful at all, and it’s for things the app says they can treat. ### ASSISTANT: Healthcare - Doctor availability - Negative, Healthcare - Doctor helpfulness - Negative, Healthcare - Doctor communication - Negative, Healthcare - Doctor fees - Negative )))

### Review: title: It’s hit or miss with the doctors, content: Some doctors on here seem hesitant to do anything when they can’t see their patients in person. I don’t use this unless I’m certain about an issue and it’s easier for me to use the app then go in or haul little kids in. One incident was when I knew my daughter had a UTI and we had a horrible blizzard coming in. The doctor refused to do anything, even though it’s on the list of things they can treat, and we were still charged for the visit. I then had to rush to urgent care where it was confirmed but by this time the blizzard had come in and we couldn’t make it to the pharmacy due to there being accidents everywhere. We were lucky we made it home. I also know when my kids have an ear infection. It’s usually a secondary infection that follows a cold for them and then they get a fever and ear pain. I had 2 kids with these symptoms and it was a Saturday. I requested visits for both on teladoc. One doctor for one child said “Yes, that’s typical of an ear infection so I will send over the prescription to the pharmacy.” And the other doctors gave me a really hard time and acted like I didn’t know what I was talking about. I was afraid he also wasn’t going to prescribe the antibiotic my son needed but he eventually did. It makes me hesitant to use this but I feel like it’s my only option sometimes. I just hate having to waste money for a visit that ends up being not helpful at all, and it’s for things the app says they can treat. ### Analysis: categories: Healthcare, Healthcare, Healthcare, Healthcare, aspects: Doctor availability, Doctor helpfulness, Doctor communication, Doctor fees, sentiments: Negative, Negative, Negative, Negative )))

### Review: title: It’s hit or miss with the doctors, content: Some doctors on here seem hesitant to do anything when they can’t see their patients in person. I don’t use this unless I’m certain about an issue and it’s easier for me to use the app then go in or haul little kids in. One incident was when I knew my daughter had a UTI and we had a horrible blizzard coming in. The doctor refused to do anything, even though it’s on the list of things they can treat, and we were still charged for the visit. I then had to rush to urgent care where it was confirmed but by this time the blizzard had come in and we couldn’t make it to the pharmacy due to there being accidents everywhere. We were lucky we made it home. I also know when my kids have an ear infection. It’s usually a secondary infection that follows a cold for them and then they get a fever and ear pain. I had 2 kids with these symptoms and it was a Saturday. I requested visits for both on teladoc. One doctor for one child said “Yes, that’s typical of an ear infection so I will send over the prescription to the pharmacy.” And the other doctors gave me a really hard time and acted like I didn’t know what I was talking about. I was afraid he also wasn’t going to prescribe the antibiotic my son needed but he eventually did. It makes me hesitant to use this but I feel like it’s my only option sometimes. I just hate having to waste money for a visit that ends up being not helpful at all, and it’s for things the app says they can treat. ### Analysis: categories: (Healthcare, Healthcare, Healthcare, Healthcare) aspects: (Doctor availability, Doctor helpfulness, Doctor communication, Doctor fees) sentiments: (Negative, Negative, Negative, Negative) )))

Very Poor Customer Service

After paying them for a visit and requesting an excusal note, my provider Dr Philips let me know she’d be sending this note to the Behavioral Health department and I would be able to get it the next day. The Behavioral Health department has done nothing but give me the run around. First they made me fill out a bunch of unnecessary paperwork because they misunderstood the issue (which I had to call them to hear, they couldn’t be bothered to inform me themselves), then after advising me they’d be emailing me the note immediately after getting off the phone, I waited another hour for them to say they actually never had it. Now they’re claiming to be waiting on the provider, and treating me as if this is somehow my fault despite their multiple mess ups. Never again.

Customer Service

Customer Service

negative

Customer Service - Customer Service - negative

### USER: Very Poor Customer Service: After paying them for a visit and requesting an excusal note, my provider Dr Philips let me know she’d be sending this note to the Behavioral Health department and I would be able to get it the next day. The Behavioral Health department has done nothing but give me the run around. First they made me fill out a bunch of unnecessary paperwork because they misunderstood the issue (which I had to call them to hear, they couldn’t be bothered to inform me themselves), then after advising me they’d be emailing me the note immediately after getting off the phone, I waited another hour for them to say they actually never had it. Now they’re claiming to be waiting on the provider, and treating me as if this is somehow my fault despite their multiple mess ups. Never again. ### ASSISTANT: Customer Service - Customer Service - negative )))

### Review: title: Very Poor Customer Service, content: After paying them for a visit and requesting an excusal note, my provider Dr Philips let me know she’d be sending this note to the Behavioral Health department and I would be able to get it the next day. The Behavioral Health department has done nothing but give me the run around. First they made me fill out a bunch of unnecessary paperwork because they misunderstood the issue (which I had to call them to hear, they couldn’t be bothered to inform me themselves), then after advising me they’d be emailing me the note immediately after getting off the phone, I waited another hour for them to say they actually never had it. Now they’re claiming to be waiting on the provider, and treating me as if this is somehow my fault despite their multiple mess ups. Never again. ### Analysis: categories: Customer Service, aspects: Customer Service, sentiments: negative )))

### Review: title: Very Poor Customer Service, content: After paying them for a visit and requesting an excusal note, my provider Dr Philips let me know she’d be sending this note to the Behavioral Health department and I would be able to get it the next day. The Behavioral Health department has done nothing but give me the run around. First they made me fill out a bunch of unnecessary paperwork because they misunderstood the issue (which I had to call them to hear, they couldn’t be bothered to inform me themselves), then after advising me they’d be emailing me the note immediately after getting off the phone, I waited another hour for them to say they actually never had it. Now they’re claiming to be waiting on the provider, and treating me as if this is somehow my fault despite their multiple mess ups. Never again. ### Analysis: categories: (Customer Service) aspects: (Customer Service) sentiments: (negative) )))

Complete waste of money

Do not use this app unless you want to waste your money and just end up having to go see a doctor anyway. I wish I had taken the time to read the reviews because I never would have used the app if I had. My copay wasn’t cheap and I had to turn around and go to the urgent care anyway. The doctor was useless. He rushed us off the phone and wouldn’t listen to me when I suggested my daughter had a sinus infection. I tried to explain she had this a couple months ago with same symptoms but he kept insisting that we just needed to go see an urgent care because it might be pneumonia. Well it wasn’t pneumonia as I already knew. So basically I had to pay for nothing and then turn right back around and pay more at urgent care. , It’s very frustrating when you are on a tight budget with money. Just don’t use this service unless you like to throw money in the trash.

Healthcare, Healthcare, Healthcare

Doctor, Urgent care, Price

negative, positive, negative

Healthcare - Doctor - negative, Healthcare - Urgent care - positive, Healthcare - Price - negative

### USER: Complete waste of money: Do not use this app unless you want to waste your money and just end up having to go see a doctor anyway. I wish I had taken the time to read the reviews because I never would have used the app if I had. My copay wasn’t cheap and I had to turn around and go to the urgent care anyway. The doctor was useless. He rushed us off the phone and wouldn’t listen to me when I suggested my daughter had a sinus infection. I tried to explain she had this a couple months ago with same symptoms but he kept insisting that we just needed to go see an urgent care because it might be pneumonia. Well it wasn’t pneumonia as I already knew. So basically I had to pay for nothing and then turn right back around and pay more at urgent care. , It’s very frustrating when you are on a tight budget with money. Just don’t use this service unless you like to throw money in the trash. ### ASSISTANT: Healthcare - Doctor - negative, Healthcare - Urgent care - positive, Healthcare - Price - negative )))

### Review: title: Complete waste of money, content: Do not use this app unless you want to waste your money and just end up having to go see a doctor anyway. I wish I had taken the time to read the reviews because I never would have used the app if I had. My copay wasn’t cheap and I had to turn around and go to the urgent care anyway. The doctor was useless. He rushed us off the phone and wouldn’t listen to me when I suggested my daughter had a sinus infection. I tried to explain she had this a couple months ago with same symptoms but he kept insisting that we just needed to go see an urgent care because it might be pneumonia. Well it wasn’t pneumonia as I already knew. So basically I had to pay for nothing and then turn right back around and pay more at urgent care. , It’s very frustrating when you are on a tight budget with money. Just don’t use this service unless you like to throw money in the trash. ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Doctor, Urgent care, Price, sentiments: negative, positive, negative )))

### Review: title: Complete waste of money, content: Do not use this app unless you want to waste your money and just end up having to go see a doctor anyway. I wish I had taken the time to read the reviews because I never would have used the app if I had. My copay wasn’t cheap and I had to turn around and go to the urgent care anyway. The doctor was useless. He rushed us off the phone and wouldn’t listen to me when I suggested my daughter had a sinus infection. I tried to explain she had this a couple months ago with same symptoms but he kept insisting that we just needed to go see an urgent care because it might be pneumonia. Well it wasn’t pneumonia as I already knew. So basically I had to pay for nothing and then turn right back around and pay more at urgent care. , It’s very frustrating when you are on a tight budget with money. Just don’t use this service unless you like to throw money in the trash. ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Doctor, Urgent care, Price) sentiments: (negative, positive, negative) )))

Fantastic…when it works.

Amazing doctors, amazing therapists. Appointments are easy to make, most of the time. I’ve been using the app for a couple years now and have had the same issues still arise even after bug reports, so the subpar update and software team loses a star :( I’ve missed important mental health appointments due to the app crashing and refusing to respond, which lost another very important star, and lowering my rating even further is the fact my doctors and I are consistently interrupted during appointments by the app/website auto-dialing me (while we are already in the call). , Basically, if you need a doctor you dont have to leave the house for, its awesome! , HOWEVER, if you need consistency in your treatment, reliable timing and scheduling, or an “emergency” day-of therapist, unfortunately Teladoc is NOT what you want.

Scheduling, Doctors, Therapists, Updates, Appointments, App, App, App/Website, Treatment, Scheduling, Scheduling, Therapists

Appointments, Doctors, Therapists, Software, Scheduling, Crashes, Responsiveness, Interruptions, Consistency, Reliability, Timing, Emergency

positive, positive, positive, negative, negative, negative, negative, negative, negative, negative, negative, negative

Scheduling - Appointments - positive, Doctors - Doctors - positive, Therapists - Therapists - positive, Updates - Software - negative, Appointments - Scheduling - negative, App - Crashes - negative, App - Responsiveness - negative, App/Website - Interruptions - negative, Treatment - Consistency - negative, Scheduling - Reliability - negative, Scheduling - Timing - negative, Therapists - Emergency - negative

### USER: Fantastic…when it works.: Amazing doctors, amazing therapists. Appointments are easy to make, most of the time. I’ve been using the app for a couple years now and have had the same issues still arise even after bug reports, so the subpar update and software team loses a star :( I’ve missed important mental health appointments due to the app crashing and refusing to respond, which lost another very important star, and lowering my rating even further is the fact my doctors and I are consistently interrupted during appointments by the app/website auto-dialing me (while we are already in the call). , Basically, if you need a doctor you dont have to leave the house for, its awesome! , HOWEVER, if you need consistency in your treatment, reliable timing and scheduling, or an “emergency” day-of therapist, unfortunately Teladoc is NOT what you want. ### ASSISTANT: Scheduling - Appointments - positive, Doctors - Doctors - positive, Therapists - Therapists - positive, Updates - Software - negative, Appointments - Scheduling - negative, App - Crashes - negative, App - Responsiveness - negative, App/Website - Interruptions - negative, Treatment - Consistency - negative, Scheduling - Reliability - negative, Scheduling - Timing - negative, Therapists - Emergency - negative )))

### Review: title: Fantastic…when it works., content: Amazing doctors, amazing therapists. Appointments are easy to make, most of the time. I’ve been using the app for a couple years now and have had the same issues still arise even after bug reports, so the subpar update and software team loses a star :( I’ve missed important mental health appointments due to the app crashing and refusing to respond, which lost another very important star, and lowering my rating even further is the fact my doctors and I are consistently interrupted during appointments by the app/website auto-dialing me (while we are already in the call). , Basically, if you need a doctor you dont have to leave the house for, its awesome! , HOWEVER, if you need consistency in your treatment, reliable timing and scheduling, or an “emergency” day-of therapist, unfortunately Teladoc is NOT what you want. ### Analysis: categories: Scheduling, Doctors, Therapists, Updates, Appointments, App, App, App/Website, Treatment, Scheduling, Scheduling, Therapists, aspects: Appointments, Doctors, Therapists, Software, Scheduling, Crashes, Responsiveness, Interruptions, Consistency, Reliability, Timing, Emergency, sentiments: positive, positive, positive, negative, negative, negative, negative, negative, negative, negative, negative, negative )))

### Review: title: Fantastic…when it works., content: Amazing doctors, amazing therapists. Appointments are easy to make, most of the time. I’ve been using the app for a couple years now and have had the same issues still arise even after bug reports, so the subpar update and software team loses a star :( I’ve missed important mental health appointments due to the app crashing and refusing to respond, which lost another very important star, and lowering my rating even further is the fact my doctors and I are consistently interrupted during appointments by the app/website auto-dialing me (while we are already in the call). , Basically, if you need a doctor you dont have to leave the house for, its awesome! , HOWEVER, if you need consistency in your treatment, reliable timing and scheduling, or an “emergency” day-of therapist, unfortunately Teladoc is NOT what you want. ### Analysis: categories: (Scheduling, Doctors, Therapists, Updates, Appointments, App, App, App/Website, Treatment, Scheduling, Scheduling, Therapists) aspects: (Appointments, Doctors, Therapists, Software, Scheduling, Crashes, Responsiveness, Interruptions, Consistency, Reliability, Timing, Emergency) sentiments: (positive, positive, positive, negative, negative, negative, negative, negative, negative, negative, negative, negative) )))

Great Care, but too many Bugs

I’ve found an excellent doctor through this app. I’ve been using this app for several months now, however, I’ve noticed there are a lot of bugs that interfere with the user interface and access to important features like the “waiting room.” Because I cannot access the waiting room, I cannot see my doctor today. , There have been other bugs in the past that have interfered with my ability to pay my copay from my phone, or access certain, more minor features, but not being able to meet with my doctor is very disappointing., Recently, I’ll enter my password into the login page and tap “sign in,” but it will sometimes not sign in. I can impotently tap the button, but nothing will happen., Sometimes I tap “sign in” and it does go through, but then when I tried to tap the button to enter the waiting room, nothing would happen. , Since I am unable to access a video call from my computer, it would be very much appreciated if we could fix the app to seamlessly and reliably connect patient and doctor. , I am aware that my wireless connectivity could be an issue, but since this has never been an issue in the past, and I have no other reason to believe it suddenly is now, I think it’s worth considering something in the app design., Thank you for taking the time to read this. I hope this feedback is useful and that we can get the Teladoc app back to firing at full cylinders.

App Functionality, App Usability, App Usability, App Usability, App Performance

Connectivity, Login/Sign-in, Waiting Room, Minor Features, Speed/Stability

Negative, Negative, Negative, Negative, Negative

App Functionality - Connectivity - Negative, App Usability - Login/Sign-in - Negative, App Usability - Waiting Room - Negative, App Usability - Minor Features - Negative, App Performance - Speed/Stability - Negative

### USER: Great Care, but too many Bugs: I’ve found an excellent doctor through this app. I’ve been using this app for several months now, however, I’ve noticed there are a lot of bugs that interfere with the user interface and access to important features like the “waiting room.” Because I cannot access the waiting room, I cannot see my doctor today. , There have been other bugs in the past that have interfered with my ability to pay my copay from my phone, or access certain, more minor features, but not being able to meet with my doctor is very disappointing., Recently, I’ll enter my password into the login page and tap “sign in,” but it will sometimes not sign in. I can impotently tap the button, but nothing will happen., Sometimes I tap “sign in” and it does go through, but then when I tried to tap the button to enter the waiting room, nothing would happen. , Since I am unable to access a video call from my computer, it would be very much appreciated if we could fix the app to seamlessly and reliably connect patient and doctor. , I am aware that my wireless connectivity could be an issue, but since this has never been an issue in the past, and I have no other reason to believe it suddenly is now, I think it’s worth considering something in the app design., Thank you for taking the time to read this. I hope this feedback is useful and that we can get the Teladoc app back to firing at full cylinders. ### ASSISTANT: App Functionality - Connectivity - Negative, App Usability - Login/Sign-in - Negative, App Usability - Waiting Room - Negative, App Usability - Minor Features - Negative, App Performance - Speed/Stability - Negative )))

### Review: title: Great Care, but too many Bugs, content: I’ve found an excellent doctor through this app. I’ve been using this app for several months now, however, I’ve noticed there are a lot of bugs that interfere with the user interface and access to important features like the “waiting room.” Because I cannot access the waiting room, I cannot see my doctor today. , There have been other bugs in the past that have interfered with my ability to pay my copay from my phone, or access certain, more minor features, but not being able to meet with my doctor is very disappointing., Recently, I’ll enter my password into the login page and tap “sign in,” but it will sometimes not sign in. I can impotently tap the button, but nothing will happen., Sometimes I tap “sign in” and it does go through, but then when I tried to tap the button to enter the waiting room, nothing would happen. , Since I am unable to access a video call from my computer, it would be very much appreciated if we could fix the app to seamlessly and reliably connect patient and doctor. , I am aware that my wireless connectivity could be an issue, but since this has never been an issue in the past, and I have no other reason to believe it suddenly is now, I think it’s worth considering something in the app design., Thank you for taking the time to read this. I hope this feedback is useful and that we can get the Teladoc app back to firing at full cylinders. ### Analysis: categories: App Functionality, App Usability, App Usability, App Usability, App Performance, aspects: Connectivity, Login/Sign-in, Waiting Room, Minor Features, Speed/Stability, sentiments: Negative, Negative, Negative, Negative, Negative )))

### Review: title: Great Care, but too many Bugs, content: I’ve found an excellent doctor through this app. I’ve been using this app for several months now, however, I’ve noticed there are a lot of bugs that interfere with the user interface and access to important features like the “waiting room.” Because I cannot access the waiting room, I cannot see my doctor today. , There have been other bugs in the past that have interfered with my ability to pay my copay from my phone, or access certain, more minor features, but not being able to meet with my doctor is very disappointing., Recently, I’ll enter my password into the login page and tap “sign in,” but it will sometimes not sign in. I can impotently tap the button, but nothing will happen., Sometimes I tap “sign in” and it does go through, but then when I tried to tap the button to enter the waiting room, nothing would happen. , Since I am unable to access a video call from my computer, it would be very much appreciated if we could fix the app to seamlessly and reliably connect patient and doctor. , I am aware that my wireless connectivity could be an issue, but since this has never been an issue in the past, and I have no other reason to believe it suddenly is now, I think it’s worth considering something in the app design., Thank you for taking the time to read this. I hope this feedback is useful and that we can get the Teladoc app back to firing at full cylinders. ### Analysis: categories: (App Functionality, App Usability, App Usability, App Usability, App Performance) aspects: (Connectivity, Login/Sign-in, Waiting Room, Minor Features, Speed/Stability) sentiments: (Negative, Negative, Negative, Negative, Negative) )))

great when it works

I’ve had the full range of failures both with the buggy app and the service itself. Plus the unreliability of some of the providers. Had two confirmed appointments canceled, two different providers, and one apparently drunken therapist try to initiate a call at midnight on the wrong day. Attempting to rebook I was unable to gate past the payment screen. Even though my payment was zero, the service is a “free” benefit on my insurance, or maybe because the payment was zero, either the app nor their website would accept my credit card info, multiple attempts with multiple cards. Customer support was very surprised their system insisted on payment when no payment was due but suggested using PayPal instead of a credit card. Great idea, except there is no option for any payment other than a credit card. I did have one great success reaching a physician quickly but that just made the subsequent cancellations and failures all the more frustrating.

Provider Services, App, Customer Support, Scheduling

dependability, reliability, helpfulness, issues

negative, negative, positive, negative

Provider Services - dependability - negative, App - reliability - negative, Customer Support - helpfulness - positive, Scheduling - issues - negative

### USER: great when it works: I’ve had the full range of failures both with the buggy app and the service itself. Plus the unreliability of some of the providers. Had two confirmed appointments canceled, two different providers, and one apparently drunken therapist try to initiate a call at midnight on the wrong day. Attempting to rebook I was unable to gate past the payment screen. Even though my payment was zero, the service is a “free” benefit on my insurance, or maybe because the payment was zero, either the app nor their website would accept my credit card info, multiple attempts with multiple cards. Customer support was very surprised their system insisted on payment when no payment was due but suggested using PayPal instead of a credit card. Great idea, except there is no option for any payment other than a credit card. I did have one great success reaching a physician quickly but that just made the subsequent cancellations and failures all the more frustrating. ### ASSISTANT: Provider Services - dependability - negative, App - reliability - negative, Customer Support - helpfulness - positive, Scheduling - issues - negative )))

### Review: title: great when it works, content: I’ve had the full range of failures both with the buggy app and the service itself. Plus the unreliability of some of the providers. Had two confirmed appointments canceled, two different providers, and one apparently drunken therapist try to initiate a call at midnight on the wrong day. Attempting to rebook I was unable to gate past the payment screen. Even though my payment was zero, the service is a “free” benefit on my insurance, or maybe because the payment was zero, either the app nor their website would accept my credit card info, multiple attempts with multiple cards. Customer support was very surprised their system insisted on payment when no payment was due but suggested using PayPal instead of a credit card. Great idea, except there is no option for any payment other than a credit card. I did have one great success reaching a physician quickly but that just made the subsequent cancellations and failures all the more frustrating. ### Analysis: categories: Provider Services, App, Customer Support, Scheduling, aspects: dependability, reliability, helpfulness, issues, sentiments: negative, negative, positive, negative )))

### Review: title: great when it works, content: I’ve had the full range of failures both with the buggy app and the service itself. Plus the unreliability of some of the providers. Had two confirmed appointments canceled, two different providers, and one apparently drunken therapist try to initiate a call at midnight on the wrong day. Attempting to rebook I was unable to gate past the payment screen. Even though my payment was zero, the service is a “free” benefit on my insurance, or maybe because the payment was zero, either the app nor their website would accept my credit card info, multiple attempts with multiple cards. Customer support was very surprised their system insisted on payment when no payment was due but suggested using PayPal instead of a credit card. Great idea, except there is no option for any payment other than a credit card. I did have one great success reaching a physician quickly but that just made the subsequent cancellations and failures all the more frustrating. ### Analysis: categories: (Provider Services, App, Customer Support, Scheduling) aspects: (dependability, reliability, helpfulness, issues) sentiments: (negative, negative, positive, negative) )))

I will not use this service again

After spending 3 sleepless days/nights in excruciating pain, the Teladoc and Walgreens could not seem to get my prescription submitted and/or filled. Teledoc insisted that it was there and Walgreens reported that they had no record...this went on for about 7 hours until I was simply forced to have to go into an Urgent Care facility for help. I was terrified to have to go into any medical facility during this Pandemic and that was the reason why I attempted and waited for 7 hours until I simply could not endure anymore. The biggest concern is that you are not able to call the doctor back that initially spoke to you and if you have any concerns with the pharmacy or with the prescriptions like I did....you have to simply wait until the answering service is able to reach out to the dr and then pass a message on for you....they charge you for a whole new visit if you have further questions and say that you can talk to another doctor about that concern. , , When people are in need of help or medical attention, the last thing that they should have to worry about is if their dr will be able to help them or if they are able to follow up with that dr without being charged for a new visit should there be a follow-up concern!!! , , I will NEVER use this service again!!!

Healthcare, Healthcare, Healthcare

Pharmacy, Doctor, Service

negative, negative, negative

Healthcare - Pharmacy - negative, Healthcare - Doctor - negative, Healthcare - Service - negative

### USER: I will not use this service again: After spending 3 sleepless days/nights in excruciating pain, the Teladoc and Walgreens could not seem to get my prescription submitted and/or filled. Teledoc insisted that it was there and Walgreens reported that they had no record...this went on for about 7 hours until I was simply forced to have to go into an Urgent Care facility for help. I was terrified to have to go into any medical facility during this Pandemic and that was the reason why I attempted and waited for 7 hours until I simply could not endure anymore. The biggest concern is that you are not able to call the doctor back that initially spoke to you and if you have any concerns with the pharmacy or with the prescriptions like I did....you have to simply wait until the answering service is able to reach out to the dr and then pass a message on for you....they charge you for a whole new visit if you have further questions and say that you can talk to another doctor about that concern. , , When people are in need of help or medical attention, the last thing that they should have to worry about is if their dr will be able to help them or if they are able to follow up with that dr without being charged for a new visit should there be a follow-up concern!!! , , I will NEVER use this service again!!! ### ASSISTANT: Healthcare - Pharmacy - negative, Healthcare - Doctor - negative, Healthcare - Service - negative )))

### Review: title: I will not use this service again, content: After spending 3 sleepless days/nights in excruciating pain, the Teladoc and Walgreens could not seem to get my prescription submitted and/or filled. Teledoc insisted that it was there and Walgreens reported that they had no record...this went on for about 7 hours until I was simply forced to have to go into an Urgent Care facility for help. I was terrified to have to go into any medical facility during this Pandemic and that was the reason why I attempted and waited for 7 hours until I simply could not endure anymore. The biggest concern is that you are not able to call the doctor back that initially spoke to you and if you have any concerns with the pharmacy or with the prescriptions like I did....you have to simply wait until the answering service is able to reach out to the dr and then pass a message on for you....they charge you for a whole new visit if you have further questions and say that you can talk to another doctor about that concern. , , When people are in need of help or medical attention, the last thing that they should have to worry about is if their dr will be able to help them or if they are able to follow up with that dr without being charged for a new visit should there be a follow-up concern!!! , , I will NEVER use this service again!!! ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Pharmacy, Doctor, Service, sentiments: negative, negative, negative )))

### Review: title: I will not use this service again, content: After spending 3 sleepless days/nights in excruciating pain, the Teladoc and Walgreens could not seem to get my prescription submitted and/or filled. Teledoc insisted that it was there and Walgreens reported that they had no record...this went on for about 7 hours until I was simply forced to have to go into an Urgent Care facility for help. I was terrified to have to go into any medical facility during this Pandemic and that was the reason why I attempted and waited for 7 hours until I simply could not endure anymore. The biggest concern is that you are not able to call the doctor back that initially spoke to you and if you have any concerns with the pharmacy or with the prescriptions like I did....you have to simply wait until the answering service is able to reach out to the dr and then pass a message on for you....they charge you for a whole new visit if you have further questions and say that you can talk to another doctor about that concern. , , When people are in need of help or medical attention, the last thing that they should have to worry about is if their dr will be able to help them or if they are able to follow up with that dr without being charged for a new visit should there be a follow-up concern!!! , , I will NEVER use this service again!!! ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Pharmacy, Doctor, Service) sentiments: (negative, negative, negative) )))

Bad service

I scheduled an appointment, and the app said my call would come in no less then an hour. Thinking I had at least an hour I immediately went to the bathroom, and in that 3 minutes I missed the call. I thought I would get a call back, and then my voice message went off. I listened to the message and the Dr, rather then leaving a number to call back or letting me know she would try again said she was canceling the appointment since she couldn’t speak to me and said I would have to reschedule. Now I can’t reschedule because I requested already.

Service

Call Service

negative

Service - Call Service - negative

### USER: Bad service: I scheduled an appointment, and the app said my call would come in no less then an hour. Thinking I had at least an hour I immediately went to the bathroom, and in that 3 minutes I missed the call. I thought I would get a call back, and then my voice message went off. I listened to the message and the Dr, rather then leaving a number to call back or letting me know she would try again said she was canceling the appointment since she couldn’t speak to me and said I would have to reschedule. Now I can’t reschedule because I requested already. ### ASSISTANT: Service - Call Service - negative )))

### Review: title: Bad service, content: I scheduled an appointment, and the app said my call would come in no less then an hour. Thinking I had at least an hour I immediately went to the bathroom, and in that 3 minutes I missed the call. I thought I would get a call back, and then my voice message went off. I listened to the message and the Dr, rather then leaving a number to call back or letting me know she would try again said she was canceling the appointment since she couldn’t speak to me and said I would have to reschedule. Now I can’t reschedule because I requested already. ### Analysis: categories: Service, aspects: Call Service, sentiments: negative )))

### Review: title: Bad service, content: I scheduled an appointment, and the app said my call would come in no less then an hour. Thinking I had at least an hour I immediately went to the bathroom, and in that 3 minutes I missed the call. I thought I would get a call back, and then my voice message went off. I listened to the message and the Dr, rather then leaving a number to call back or letting me know she would try again said she was canceling the appointment since she couldn’t speak to me and said I would have to reschedule. Now I can’t reschedule because I requested already. ### Analysis: categories: (Service) aspects: (Call Service) sentiments: (negative) )))

DO NOT RECOMMEND

I was having issues confirming appointments through the app and I sent an email to teledoc explaining my concern. A few days later I was unable to access my account and kept getting notifications I was trying to access a cancelled account. When I called teledoc to get access of my account I was told my account was not to be found anywhere. I was obviously very confused and the teledoc representative said I needed to contact my insurance. Long story short my insurance contacted teledoc and was told my account was deleted due to a common glitch and all I needed to do was make a new account. When I called teledoc to make a new account, they stated I already had an existing account and all I needed to do was reset my password.... I am currently looking for providers in my area that are taking patients. I do not want to get a cancelled account again and loose months or progress with a therapist due to an app malfunction or worker error. I would NOT recommend this app for anyone who wants to better themselves and have a stable relationship with their providers.

App Functionality, App Functionality, App Functionality

Account Accessibility, Account Management, App Stability

Negative, Negative, Negative

App Functionality - Account Accessibility - Negative, App Functionality - Account Management - Negative, App Functionality - App Stability - Negative

### USER: DO NOT RECOMMEND: I was having issues confirming appointments through the app and I sent an email to teledoc explaining my concern. A few days later I was unable to access my account and kept getting notifications I was trying to access a cancelled account. When I called teledoc to get access of my account I was told my account was not to be found anywhere. I was obviously very confused and the teledoc representative said I needed to contact my insurance. Long story short my insurance contacted teledoc and was told my account was deleted due to a common glitch and all I needed to do was make a new account. When I called teledoc to make a new account, they stated I already had an existing account and all I needed to do was reset my password.... I am currently looking for providers in my area that are taking patients. I do not want to get a cancelled account again and loose months or progress with a therapist due to an app malfunction or worker error. I would NOT recommend this app for anyone who wants to better themselves and have a stable relationship with their providers. ### ASSISTANT: App Functionality - Account Accessibility - Negative, App Functionality - Account Management - Negative, App Functionality - App Stability - Negative )))

### Review: title: DO NOT RECOMMEND, content: I was having issues confirming appointments through the app and I sent an email to teledoc explaining my concern. A few days later I was unable to access my account and kept getting notifications I was trying to access a cancelled account. When I called teledoc to get access of my account I was told my account was not to be found anywhere. I was obviously very confused and the teledoc representative said I needed to contact my insurance. Long story short my insurance contacted teledoc and was told my account was deleted due to a common glitch and all I needed to do was make a new account. When I called teledoc to make a new account, they stated I already had an existing account and all I needed to do was reset my password.... I am currently looking for providers in my area that are taking patients. I do not want to get a cancelled account again and loose months or progress with a therapist due to an app malfunction or worker error. I would NOT recommend this app for anyone who wants to better themselves and have a stable relationship with their providers. ### Analysis: categories: App Functionality, App Functionality, App Functionality, aspects: Account Accessibility, Account Management, App Stability, sentiments: Negative, Negative, Negative )))

### Review: title: DO NOT RECOMMEND, content: I was having issues confirming appointments through the app and I sent an email to teledoc explaining my concern. A few days later I was unable to access my account and kept getting notifications I was trying to access a cancelled account. When I called teledoc to get access of my account I was told my account was not to be found anywhere. I was obviously very confused and the teledoc representative said I needed to contact my insurance. Long story short my insurance contacted teledoc and was told my account was deleted due to a common glitch and all I needed to do was make a new account. When I called teledoc to make a new account, they stated I already had an existing account and all I needed to do was reset my password.... I am currently looking for providers in my area that are taking patients. I do not want to get a cancelled account again and loose months or progress with a therapist due to an app malfunction or worker error. I would NOT recommend this app for anyone who wants to better themselves and have a stable relationship with their providers. ### Analysis: categories: (App Functionality, App Functionality, App Functionality) aspects: (Account Accessibility, Account Management, App Stability) sentiments: (Negative, Negative, Negative) )))

Great, with hiccups.

As far as the providers, I have had really great experiences and not so great ones. It can be a hit or miss for sure, just like in person care. Why can’t I message my doctor in between visits? Especially ones that prescribe medicine. The app itself needs some work. It needs to be able to support mobile horizontal mode. I am not sure everyone experiences search complications, but at least my search function needs improvement, the filters and ‘help finding provider’ questions are less than ideal, they don’t really organize things any differently. For all its hiccups, in this time of fractured health care it surely is filling gaps and I am grateful.

App, App, App, App, App

Usability, Features, Support, Search, Value

Negative, Negative, Negative, Negative, Positive

App - Usability - Negative, App - Features - Negative, App - Support - Negative, App - Search - Negative, App - Value - Positive

### USER: Great, with hiccups.: As far as the providers, I have had really great experiences and not so great ones. It can be a hit or miss for sure, just like in person care. Why can’t I message my doctor in between visits? Especially ones that prescribe medicine. The app itself needs some work. It needs to be able to support mobile horizontal mode. I am not sure everyone experiences search complications, but at least my search function needs improvement, the filters and ‘help finding provider’ questions are less than ideal, they don’t really organize things any differently. For all its hiccups, in this time of fractured health care it surely is filling gaps and I am grateful. ### ASSISTANT: App - Usability - Negative, App - Features - Negative, App - Support - Negative, App - Search - Negative, App - Value - Positive )))

### Review: title: Great, with hiccups., content: As far as the providers, I have had really great experiences and not so great ones. It can be a hit or miss for sure, just like in person care. Why can’t I message my doctor in between visits? Especially ones that prescribe medicine. The app itself needs some work. It needs to be able to support mobile horizontal mode. I am not sure everyone experiences search complications, but at least my search function needs improvement, the filters and ‘help finding provider’ questions are less than ideal, they don’t really organize things any differently. For all its hiccups, in this time of fractured health care it surely is filling gaps and I am grateful. ### Analysis: categories: App, App, App, App, App, aspects: Usability, Features, Support, Search, Value, sentiments: Negative, Negative, Negative, Negative, Positive )))

### Review: title: Great, with hiccups., content: As far as the providers, I have had really great experiences and not so great ones. It can be a hit or miss for sure, just like in person care. Why can’t I message my doctor in between visits? Especially ones that prescribe medicine. The app itself needs some work. It needs to be able to support mobile horizontal mode. I am not sure everyone experiences search complications, but at least my search function needs improvement, the filters and ‘help finding provider’ questions are less than ideal, they don’t really organize things any differently. For all its hiccups, in this time of fractured health care it surely is filling gaps and I am grateful. ### Analysis: categories: (App, App, App, App, App) aspects: (Usability, Features, Support, Search, Value) sentiments: (Negative, Negative, Negative, Negative, Positive) )))

Overly Difficult to Set-Up

Despite the near-household name status this app has, I was amazed by the inability to get started. , First I had to shutoff Apple auto-passwords because I couldn’t write in my own password and it would erase once I moved onto the next field. Never had that happen before with any app. , Next, I had to swap out of the app and it closed me out every time, but differently. The first time I had to reopen and close the app two more times to be able to log back in. This is when I set up Face ID login so it wouldn’t happen again. (It did, twice more. In fact I think logging in with Face ID make the app struggle more.) The second time, it accepted Face ID three separate times but wouldn’t open. Closed app again. The third and final time, told me my entered password was incorrect (maybe it was) but Face ID was fine. , I understand it’s a medical app, and the insanely fast timeout might be a result of that. However, it only logged me out if I was looking to my browser for my Dr’s contact information, not when I opened Teams or iMessage. , The biggest mind blower to me is the fact that “Specialist, Graphics Designer” and “Veterinarian” rank higher than “FAMILY MEDICINE” or “OBSTETRICS AND GYNECOLOGY”. In what world would I be searching for a graphics designer or veterinarian when setting up my medical providers? It’s laughable.

App Functionality, App Functionality, App Functionality, App Functionality, App Functionality, App Functionality, Search Functionality

Set-Up, Login, Login, Login, Medical App Security, Medical App Security, Medical Specialists

Negative, Negative, Negative, Negative, Positive, Negative, Negative

App Functionality - Set-Up - Negative, App Functionality - Login - Negative, App Functionality - Login - Negative, App Functionality - Login - Negative, App Functionality - Medical App Security - Positive, App Functionality - Medical App Security - Negative, Search Functionality - Medical Specialists - Negative

### USER: Overly Difficult to Set-Up: Despite the near-household name status this app has, I was amazed by the inability to get started. , First I had to shutoff Apple auto-passwords because I couldn’t write in my own password and it would erase once I moved onto the next field. Never had that happen before with any app. , Next, I had to swap out of the app and it closed me out every time, but differently. The first time I had to reopen and close the app two more times to be able to log back in. This is when I set up Face ID login so it wouldn’t happen again. (It did, twice more. In fact I think logging in with Face ID make the app struggle more.) The second time, it accepted Face ID three separate times but wouldn’t open. Closed app again. The third and final time, told me my entered password was incorrect (maybe it was) but Face ID was fine. , I understand it’s a medical app, and the insanely fast timeout might be a result of that. However, it only logged me out if I was looking to my browser for my Dr’s contact information, not when I opened Teams or iMessage. , The biggest mind blower to me is the fact that “Specialist, Graphics Designer” and “Veterinarian” rank higher than “FAMILY MEDICINE” or “OBSTETRICS AND GYNECOLOGY”. In what world would I be searching for a graphics designer or veterinarian when setting up my medical providers? It’s laughable. ### ASSISTANT: App Functionality - Set-Up - Negative, App Functionality - Login - Negative, App Functionality - Login - Negative, App Functionality - Login - Negative, App Functionality - Medical App Security - Positive, App Functionality - Medical App Security - Negative, Search Functionality - Medical Specialists - Negative )))

### Review: title: Overly Difficult to Set-Up, content: Despite the near-household name status this app has, I was amazed by the inability to get started. , First I had to shutoff Apple auto-passwords because I couldn’t write in my own password and it would erase once I moved onto the next field. Never had that happen before with any app. , Next, I had to swap out of the app and it closed me out every time, but differently. The first time I had to reopen and close the app two more times to be able to log back in. This is when I set up Face ID login so it wouldn’t happen again. (It did, twice more. In fact I think logging in with Face ID make the app struggle more.) The second time, it accepted Face ID three separate times but wouldn’t open. Closed app again. The third and final time, told me my entered password was incorrect (maybe it was) but Face ID was fine. , I understand it’s a medical app, and the insanely fast timeout might be a result of that. However, it only logged me out if I was looking to my browser for my Dr’s contact information, not when I opened Teams or iMessage. , The biggest mind blower to me is the fact that “Specialist, Graphics Designer” and “Veterinarian” rank higher than “FAMILY MEDICINE” or “OBSTETRICS AND GYNECOLOGY”. In what world would I be searching for a graphics designer or veterinarian when setting up my medical providers? It’s laughable. ### Analysis: categories: App Functionality, App Functionality, App Functionality, App Functionality, App Functionality, App Functionality, Search Functionality, aspects: Set-Up, Login, Login, Login, Medical App Security, Medical App Security, Medical Specialists, sentiments: Negative, Negative, Negative, Negative, Positive, Negative, Negative )))

### Review: title: Overly Difficult to Set-Up, content: Despite the near-household name status this app has, I was amazed by the inability to get started. , First I had to shutoff Apple auto-passwords because I couldn’t write in my own password and it would erase once I moved onto the next field. Never had that happen before with any app. , Next, I had to swap out of the app and it closed me out every time, but differently. The first time I had to reopen and close the app two more times to be able to log back in. This is when I set up Face ID login so it wouldn’t happen again. (It did, twice more. In fact I think logging in with Face ID make the app struggle more.) The second time, it accepted Face ID three separate times but wouldn’t open. Closed app again. The third and final time, told me my entered password was incorrect (maybe it was) but Face ID was fine. , I understand it’s a medical app, and the insanely fast timeout might be a result of that. However, it only logged me out if I was looking to my browser for my Dr’s contact information, not when I opened Teams or iMessage. , The biggest mind blower to me is the fact that “Specialist, Graphics Designer” and “Veterinarian” rank higher than “FAMILY MEDICINE” or “OBSTETRICS AND GYNECOLOGY”. In what world would I be searching for a graphics designer or veterinarian when setting up my medical providers? It’s laughable. ### Analysis: categories: (App Functionality, App Functionality, App Functionality, App Functionality, App Functionality, App Functionality, Search Functionality) aspects: (Set-Up, Login, Login, Login, Medical App Security, Medical App Security, Medical Specialists) sentiments: (Negative, Negative, Negative, Negative, Positive, Negative, Negative) )))

Misinformed

Asked prior to signing up if they renew rx’s for Wellbutrin since I couldn’t get an appt with my primary prior to a long holiday we were taking for a month. I was told initially she wasn’t sure. Then when the dr called me he said he was unable to provide a refill but he would have another dr call me back from their psychologist teladoc and they could help me. When I got the 2nd call it was from another primary teladoc that said they aren’t allowed to provide refills of any antidepressants. I explained to him what the 1st doc told me, but he had no idea what the 1st doctor was talking about bc it wasn’t a service they provide. I hope they won’t try and charge me for the 2 useless calls. A bit annoying that when you are registered on the phone (which took awhile) they can’t even answer correctly and tell me that they 100% do not prescribe antidepressants. What a waste of time. It’s not the Drs fault but when I asked specifically bf registering I should’ve been told so I did not have to bother wasting my time. I could’ve been at an urgicare instead!!, with the time it took to Register and wait for 2 calls. Dr on the phone told me to go to a hospital to get a refill!!!! Who goes to the hospital for an rx refill!!! SMH

App-Review

Medical

Negative

App-Review - Medical - Negative

### USER: Misinformed: Asked prior to signing up if they renew rx’s for Wellbutrin since I couldn’t get an appt with my primary prior to a long holiday we were taking for a month. I was told initially she wasn’t sure. Then when the dr called me he said he was unable to provide a refill but he would have another dr call me back from their psychologist teladoc and they could help me. When I got the 2nd call it was from another primary teladoc that said they aren’t allowed to provide refills of any antidepressants. I explained to him what the 1st doc told me, but he had no idea what the 1st doctor was talking about bc it wasn’t a service they provide. I hope they won’t try and charge me for the 2 useless calls. A bit annoying that when you are registered on the phone (which took awhile) they can’t even answer correctly and tell me that they 100% do not prescribe antidepressants. What a waste of time. It’s not the Drs fault but when I asked specifically bf registering I should’ve been told so I did not have to bother wasting my time. I could’ve been at an urgicare instead!!, with the time it took to Register and wait for 2 calls. Dr on the phone told me to go to a hospital to get a refill!!!! Who goes to the hospital for an rx refill!!! SMH ### ASSISTANT: App-Review - Medical - Negative )))

### Review: title: Misinformed, content: Asked prior to signing up if they renew rx’s for Wellbutrin since I couldn’t get an appt with my primary prior to a long holiday we were taking for a month. I was told initially she wasn’t sure. Then when the dr called me he said he was unable to provide a refill but he would have another dr call me back from their psychologist teladoc and they could help me. When I got the 2nd call it was from another primary teladoc that said they aren’t allowed to provide refills of any antidepressants. I explained to him what the 1st doc told me, but he had no idea what the 1st doctor was talking about bc it wasn’t a service they provide. I hope they won’t try and charge me for the 2 useless calls. A bit annoying that when you are registered on the phone (which took awhile) they can’t even answer correctly and tell me that they 100% do not prescribe antidepressants. What a waste of time. It’s not the Drs fault but when I asked specifically bf registering I should’ve been told so I did not have to bother wasting my time. I could’ve been at an urgicare instead!!, with the time it took to Register and wait for 2 calls. Dr on the phone told me to go to a hospital to get a refill!!!! Who goes to the hospital for an rx refill!!! SMH ### Analysis: categories: App-Review, aspects: Medical, sentiments: Negative )))

### Review: title: Misinformed, content: Asked prior to signing up if they renew rx’s for Wellbutrin since I couldn’t get an appt with my primary prior to a long holiday we were taking for a month. I was told initially she wasn’t sure. Then when the dr called me he said he was unable to provide a refill but he would have another dr call me back from their psychologist teladoc and they could help me. When I got the 2nd call it was from another primary teladoc that said they aren’t allowed to provide refills of any antidepressants. I explained to him what the 1st doc told me, but he had no idea what the 1st doctor was talking about bc it wasn’t a service they provide. I hope they won’t try and charge me for the 2 useless calls. A bit annoying that when you are registered on the phone (which took awhile) they can’t even answer correctly and tell me that they 100% do not prescribe antidepressants. What a waste of time. It’s not the Drs fault but when I asked specifically bf registering I should’ve been told so I did not have to bother wasting my time. I could’ve been at an urgicare instead!!, with the time it took to Register and wait for 2 calls. Dr on the phone told me to go to a hospital to get a refill!!!! Who goes to the hospital for an rx refill!!! SMH ### Analysis: categories: (App-Review) aspects: (Medical) sentiments: (Negative) )))

Took 12 hours for them to call in a prescription for my migraine.

I’d give zero stars if I could. I got a horrible migraine at work and was going out of town after I got off work so I didn’t have time to go to urgent care. Called Teladoc and got a call back within 20 minutes. She said she’d call in a prescription. 2 hrs later my pharmacy had not received a call. I called customer care and they said they’d start an inquiry. An hour later still nothing. I called them back and they said it can take up to 48 hrs to complete the inquiry. I said I need medicine for a migraine now not in 2 days! They couldn’t help me. I waited another hour before having to leave and just suffered with the migraine. I got a message in the middle of the night that said a prescription was finally sent in at 1:00 a.m. 12 hours after my initial visit, which does me no good now! I will never use them again.

Care, Care, Care

Prescription, Customer Service, Timeliness

Negative, Negative, Negative

Care - Prescription - Negative, Care - Customer Service - Negative, Care - Timeliness - Negative

### USER: Took 12 hours for them to call in a prescription for my migraine.: I’d give zero stars if I could. I got a horrible migraine at work and was going out of town after I got off work so I didn’t have time to go to urgent care. Called Teladoc and got a call back within 20 minutes. She said she’d call in a prescription. 2 hrs later my pharmacy had not received a call. I called customer care and they said they’d start an inquiry. An hour later still nothing. I called them back and they said it can take up to 48 hrs to complete the inquiry. I said I need medicine for a migraine now not in 2 days! They couldn’t help me. I waited another hour before having to leave and just suffered with the migraine. I got a message in the middle of the night that said a prescription was finally sent in at 1:00 a.m. 12 hours after my initial visit, which does me no good now! I will never use them again. ### ASSISTANT: Care - Prescription - Negative, Care - Customer Service - Negative, Care - Timeliness - Negative )))

### Review: title: Took 12 hours for them to call in a prescription for my migraine., content: I’d give zero stars if I could. I got a horrible migraine at work and was going out of town after I got off work so I didn’t have time to go to urgent care. Called Teladoc and got a call back within 20 minutes. She said she’d call in a prescription. 2 hrs later my pharmacy had not received a call. I called customer care and they said they’d start an inquiry. An hour later still nothing. I called them back and they said it can take up to 48 hrs to complete the inquiry. I said I need medicine for a migraine now not in 2 days! They couldn’t help me. I waited another hour before having to leave and just suffered with the migraine. I got a message in the middle of the night that said a prescription was finally sent in at 1:00 a.m. 12 hours after my initial visit, which does me no good now! I will never use them again. ### Analysis: categories: Care, Care, Care, aspects: Prescription, Customer Service, Timeliness, sentiments: Negative, Negative, Negative )))

### Review: title: Took 12 hours for them to call in a prescription for my migraine., content: I’d give zero stars if I could. I got a horrible migraine at work and was going out of town after I got off work so I didn’t have time to go to urgent care. Called Teladoc and got a call back within 20 minutes. She said she’d call in a prescription. 2 hrs later my pharmacy had not received a call. I called customer care and they said they’d start an inquiry. An hour later still nothing. I called them back and they said it can take up to 48 hrs to complete the inquiry. I said I need medicine for a migraine now not in 2 days! They couldn’t help me. I waited another hour before having to leave and just suffered with the migraine. I got a message in the middle of the night that said a prescription was finally sent in at 1:00 a.m. 12 hours after my initial visit, which does me no good now! I will never use them again. ### Analysis: categories: (Care, Care, Care) aspects: (Prescription, Customer Service, Timeliness) sentiments: (Negative, Negative, Negative) )))

Worse Customer Service

Scheduled appointment and had the doctor call me at 8:30 AM. The doctor called in a prescription which is apparently on a national back order and my pharmacy called Teladoc at 9:15 to ask for a different prescription and they said they would call the doctor. We waited 1 hour and 15 minutes and had not heard anything so we called Teladoc back. They said my name was on a list that they had not yet gotten too but soon they would reach out to the doctor. I confirmed that they had not call the doctor yet and she said no we don’t have to as we follow the process as request come in and we have not gotten to your pharmacies call from 915 yet even though it was 10:30AM. They confirmed now that once they do finally get to my name to call the doctor has up to two hours to respond. I could have gone to an urgent care and already been home with medicine and back to work. I will never use this service again.

Experience

Customer Service

negative

Experience - Customer Service - negative

### USER: Worse Customer Service: Scheduled appointment and had the doctor call me at 8:30 AM. The doctor called in a prescription which is apparently on a national back order and my pharmacy called Teladoc at 9:15 to ask for a different prescription and they said they would call the doctor. We waited 1 hour and 15 minutes and had not heard anything so we called Teladoc back. They said my name was on a list that they had not yet gotten too but soon they would reach out to the doctor. I confirmed that they had not call the doctor yet and she said no we don’t have to as we follow the process as request come in and we have not gotten to your pharmacies call from 915 yet even though it was 10:30AM. They confirmed now that once they do finally get to my name to call the doctor has up to two hours to respond. I could have gone to an urgent care and already been home with medicine and back to work. I will never use this service again. ### ASSISTANT: Experience - Customer Service - negative )))

### Review: title: Worse Customer Service, content: Scheduled appointment and had the doctor call me at 8:30 AM. The doctor called in a prescription which is apparently on a national back order and my pharmacy called Teladoc at 9:15 to ask for a different prescription and they said they would call the doctor. We waited 1 hour and 15 minutes and had not heard anything so we called Teladoc back. They said my name was on a list that they had not yet gotten too but soon they would reach out to the doctor. I confirmed that they had not call the doctor yet and she said no we don’t have to as we follow the process as request come in and we have not gotten to your pharmacies call from 915 yet even though it was 10:30AM. They confirmed now that once they do finally get to my name to call the doctor has up to two hours to respond. I could have gone to an urgent care and already been home with medicine and back to work. I will never use this service again. ### Analysis: categories: Experience, aspects: Customer Service, sentiments: negative )))

### Review: title: Worse Customer Service, content: Scheduled appointment and had the doctor call me at 8:30 AM. The doctor called in a prescription which is apparently on a national back order and my pharmacy called Teladoc at 9:15 to ask for a different prescription and they said they would call the doctor. We waited 1 hour and 15 minutes and had not heard anything so we called Teladoc back. They said my name was on a list that they had not yet gotten too but soon they would reach out to the doctor. I confirmed that they had not call the doctor yet and she said no we don’t have to as we follow the process as request come in and we have not gotten to your pharmacies call from 915 yet even though it was 10:30AM. They confirmed now that once they do finally get to my name to call the doctor has up to two hours to respond. I could have gone to an urgent care and already been home with medicine and back to work. I will never use this service again. ### Analysis: categories: (Experience) aspects: (Customer Service) sentiments: (negative) )))

Easy Peezy

Love it! I woke up with an earache, and had a feeling it was a sinus infection and really didn’t want to go see my primary care physician with all the sick and coughing people hanging out in the lobby waiting to be seen. So I called Teladoc and within 10 minutes I had a doctor fro UC Davis call me and we went over my symptoms and agreed it was just a sinus infection. He called my pharmacy and in 20 minutes my prescription was ready. It only cost me 5.00 for my consultation and saved me time and money. I was back home within 40 minutes and resting in bed. He prescribed me antibiotics and told me to get some over the counter decongestant. I am good to go! It’s been 5 hours since I started both meds and I already feel much better. Great option❤️

Convenience, Convenience, Convenience, Convenience, Effectiveness

Doctor availability, Time saved, Money saved, Prescription availability, Symptom relief

positive, positive, positive, positive, positive

Convenience - Doctor availability - positive, Convenience - Time saved - positive, Convenience - Money saved - positive, Convenience - Prescription availability - positive, Effectiveness - Symptom relief - positive

### USER: Easy Peezy: Love it! I woke up with an earache, and had a feeling it was a sinus infection and really didn’t want to go see my primary care physician with all the sick and coughing people hanging out in the lobby waiting to be seen. So I called Teladoc and within 10 minutes I had a doctor fro UC Davis call me and we went over my symptoms and agreed it was just a sinus infection. He called my pharmacy and in 20 minutes my prescription was ready. It only cost me 5.00 for my consultation and saved me time and money. I was back home within 40 minutes and resting in bed. He prescribed me antibiotics and told me to get some over the counter decongestant. I am good to go! It’s been 5 hours since I started both meds and I already feel much better. Great option❤️ ### ASSISTANT: Convenience - Doctor availability - positive, Convenience - Time saved - positive, Convenience - Money saved - positive, Convenience - Prescription availability - positive, Effectiveness - Symptom relief - positive )))

### Review: title: Easy Peezy, content: Love it! I woke up with an earache, and had a feeling it was a sinus infection and really didn’t want to go see my primary care physician with all the sick and coughing people hanging out in the lobby waiting to be seen. So I called Teladoc and within 10 minutes I had a doctor fro UC Davis call me and we went over my symptoms and agreed it was just a sinus infection. He called my pharmacy and in 20 minutes my prescription was ready. It only cost me 5.00 for my consultation and saved me time and money. I was back home within 40 minutes and resting in bed. He prescribed me antibiotics and told me to get some over the counter decongestant. I am good to go! It’s been 5 hours since I started both meds and I already feel much better. Great option❤️ ### Analysis: categories: Convenience, Convenience, Convenience, Convenience, Effectiveness, aspects: Doctor availability, Time saved, Money saved, Prescription availability, Symptom relief, sentiments: positive, positive, positive, positive, positive )))

### Review: title: Easy Peezy, content: Love it! I woke up with an earache, and had a feeling it was a sinus infection and really didn’t want to go see my primary care physician with all the sick and coughing people hanging out in the lobby waiting to be seen. So I called Teladoc and within 10 minutes I had a doctor fro UC Davis call me and we went over my symptoms and agreed it was just a sinus infection. He called my pharmacy and in 20 minutes my prescription was ready. It only cost me 5.00 for my consultation and saved me time and money. I was back home within 40 minutes and resting in bed. He prescribed me antibiotics and told me to get some over the counter decongestant. I am good to go! It’s been 5 hours since I started both meds and I already feel much better. Great option❤️ ### Analysis: categories: (Convenience, Convenience, Convenience, Convenience, Effectiveness) aspects: (Doctor availability, Time saved, Money saved, Prescription availability, Symptom relief) sentiments: (positive, positive, positive, positive, positive) )))

Excellent!

I never write reviews, but this is one exception I have to make. My son started itching and developing some bumps on his upper body. I filled out some simple information (age, height/weight) and was connected to a doctor in less than 10 minutes. The doctor first name Frank (can’t remember last name) was very thorough and kind. He gave a sound diagnosis and prescribed some medication which was sent to our local pharmacy within 5 minutes. Great experience! I went from level 4 panic to relief in less than half an our (with treatment in hand). I’m very pleased and beyond grateful! We would have had a ridiculous wait time at our primary care in busy Brooklyn, NY. This virtual visit saved me time, gave me peace of mind and most importantly, helped my baby feel better!

Medical Service, Medical Service, Medical Service, Medical Service

Diagnosis, Treatment, Wait time, Convenience

Positive, Positive, Negative, Positive

Medical Service - Diagnosis - Positive, Medical Service - Treatment - Positive, Medical Service - Wait time - Negative, Medical Service - Convenience - Positive

### USER: Excellent!: I never write reviews, but this is one exception I have to make. My son started itching and developing some bumps on his upper body. I filled out some simple information (age, height/weight) and was connected to a doctor in less than 10 minutes. The doctor first name Frank (can’t remember last name) was very thorough and kind. He gave a sound diagnosis and prescribed some medication which was sent to our local pharmacy within 5 minutes. Great experience! I went from level 4 panic to relief in less than half an our (with treatment in hand). I’m very pleased and beyond grateful! We would have had a ridiculous wait time at our primary care in busy Brooklyn, NY. This virtual visit saved me time, gave me peace of mind and most importantly, helped my baby feel better! ### ASSISTANT: Medical Service - Diagnosis - Positive, Medical Service - Treatment - Positive, Medical Service - Wait time - Negative, Medical Service - Convenience - Positive )))

### Review: title: Excellent!, content: I never write reviews, but this is one exception I have to make. My son started itching and developing some bumps on his upper body. I filled out some simple information (age, height/weight) and was connected to a doctor in less than 10 minutes. The doctor first name Frank (can’t remember last name) was very thorough and kind. He gave a sound diagnosis and prescribed some medication which was sent to our local pharmacy within 5 minutes. Great experience! I went from level 4 panic to relief in less than half an our (with treatment in hand). I’m very pleased and beyond grateful! We would have had a ridiculous wait time at our primary care in busy Brooklyn, NY. This virtual visit saved me time, gave me peace of mind and most importantly, helped my baby feel better! ### Analysis: categories: Medical Service, Medical Service, Medical Service, Medical Service, aspects: Diagnosis, Treatment, Wait time, Convenience, sentiments: Positive, Positive, Negative, Positive )))

### Review: title: Excellent!, content: I never write reviews, but this is one exception I have to make. My son started itching and developing some bumps on his upper body. I filled out some simple information (age, height/weight) and was connected to a doctor in less than 10 minutes. The doctor first name Frank (can’t remember last name) was very thorough and kind. He gave a sound diagnosis and prescribed some medication which was sent to our local pharmacy within 5 minutes. Great experience! I went from level 4 panic to relief in less than half an our (with treatment in hand). I’m very pleased and beyond grateful! We would have had a ridiculous wait time at our primary care in busy Brooklyn, NY. This virtual visit saved me time, gave me peace of mind and most importantly, helped my baby feel better! ### Analysis: categories: (Medical Service, Medical Service, Medical Service, Medical Service) aspects: (Diagnosis, Treatment, Wait time, Convenience) sentiments: (Positive, Positive, Negative, Positive) )))

Thank you

I absolutely love this app. The doctors are very thorough and have an excellent bedside manner. They are all professional and kind. My children also like the way the doctors talk to them. They have also liked the treatments they were given. My hope is that we can still use this app for a long time. (Even after the pandemic). My only suggestion would be that an option to request the same doctor is added. So far we have been seen by Andrea Goings, Bradle Hoopingarner, and Shannon Golden. I would recommend anyone of these doctors to all my friends and family. Thank you again! ❤️

Medical care, Medical care

Doctors, Treatment

positive, positive

Medical care - Doctors - positive, Medical care - Treatment - positive

### USER: Thank you: I absolutely love this app. The doctors are very thorough and have an excellent bedside manner. They are all professional and kind. My children also like the way the doctors talk to them. They have also liked the treatments they were given. My hope is that we can still use this app for a long time. (Even after the pandemic). My only suggestion would be that an option to request the same doctor is added. So far we have been seen by Andrea Goings, Bradle Hoopingarner, and Shannon Golden. I would recommend anyone of these doctors to all my friends and family. Thank you again! ❤️ ### ASSISTANT: Medical care - Doctors - positive, Medical care - Treatment - positive )))

### Review: title: Thank you, content: I absolutely love this app. The doctors are very thorough and have an excellent bedside manner. They are all professional and kind. My children also like the way the doctors talk to them. They have also liked the treatments they were given. My hope is that we can still use this app for a long time. (Even after the pandemic). My only suggestion would be that an option to request the same doctor is added. So far we have been seen by Andrea Goings, Bradle Hoopingarner, and Shannon Golden. I would recommend anyone of these doctors to all my friends and family. Thank you again! ❤️ ### Analysis: categories: Medical care, Medical care, aspects: Doctors, Treatment, sentiments: positive, positive )))

### Review: title: Thank you, content: I absolutely love this app. The doctors are very thorough and have an excellent bedside manner. They are all professional and kind. My children also like the way the doctors talk to them. They have also liked the treatments they were given. My hope is that we can still use this app for a long time. (Even after the pandemic). My only suggestion would be that an option to request the same doctor is added. So far we have been seen by Andrea Goings, Bradle Hoopingarner, and Shannon Golden. I would recommend anyone of these doctors to all my friends and family. Thank you again! ❤️ ### Analysis: categories: (Medical care, Medical care) aspects: (Doctors, Treatment) sentiments: (positive, positive) )))

Worst ever service

This is literally the worst app and service o have ever seen. I really try not to use them but due to covid-19 you can’t get regular appointments so I entered my app and asked for a visit over the phone thinking this would be faster than video app. My husband, who is also sick and has different insurance that also takes teledoc requested a video visit and got one within 5 minutes. I waited for a call for five hours with never having received one. Finally I tried to cancel and the app wouldn’t let me. I spent an hour on hold trying to reach someone to cancel the appointment and change to video appointment and ended up having to request a call back from someone when they became available. Finally got a call back and video visit was set up. Received my text to log in to see doctor and by the time I logged in, the doctor canceled the visit after 30 seconds. I requested another visit on video and waited in the “waiting room” for two hours and then canceled the visit and tried again. After more than 9 hours and several attempts I scheduled the video visit again only to have a different doctor cancel the visit while I was logging in. There was no delay in between the first message for me to log in and the cancellation. This service is bad when it’s a regular day but 1 million times worse right now. Half the time they don’t even give you what you need.

Service, Service, Service, Service, Service, Service, Service

call service, app, video call service, phone service, app service, cancellation service, callback service

negative, negative, negative, negative, negative, negative, negative

Service - call service - negative, Service - app - negative, Service - video call service - negative, Service - phone service - negative, Service - app service - negative, Service - cancellation service - negative, Service - callback service - negative

### USER: Worst ever service: This is literally the worst app and service o have ever seen. I really try not to use them but due to covid-19 you can’t get regular appointments so I entered my app and asked for a visit over the phone thinking this would be faster than video app. My husband, who is also sick and has different insurance that also takes teledoc requested a video visit and got one within 5 minutes. I waited for a call for five hours with never having received one. Finally I tried to cancel and the app wouldn’t let me. I spent an hour on hold trying to reach someone to cancel the appointment and change to video appointment and ended up having to request a call back from someone when they became available. Finally got a call back and video visit was set up. Received my text to log in to see doctor and by the time I logged in, the doctor canceled the visit after 30 seconds. I requested another visit on video and waited in the “waiting room” for two hours and then canceled the visit and tried again. After more than 9 hours and several attempts I scheduled the video visit again only to have a different doctor cancel the visit while I was logging in. There was no delay in between the first message for me to log in and the cancellation. This service is bad when it’s a regular day but 1 million times worse right now. Half the time they don’t even give you what you need. ### ASSISTANT: Service - call service - negative, Service - app - negative, Service - video call service - negative, Service - phone service - negative, Service - app service - negative, Service - cancellation service - negative, Service - callback service - negative )))

### Review: title: Worst ever service, content: This is literally the worst app and service o have ever seen. I really try not to use them but due to covid-19 you can’t get regular appointments so I entered my app and asked for a visit over the phone thinking this would be faster than video app. My husband, who is also sick and has different insurance that also takes teledoc requested a video visit and got one within 5 minutes. I waited for a call for five hours with never having received one. Finally I tried to cancel and the app wouldn’t let me. I spent an hour on hold trying to reach someone to cancel the appointment and change to video appointment and ended up having to request a call back from someone when they became available. Finally got a call back and video visit was set up. Received my text to log in to see doctor and by the time I logged in, the doctor canceled the visit after 30 seconds. I requested another visit on video and waited in the “waiting room” for two hours and then canceled the visit and tried again. After more than 9 hours and several attempts I scheduled the video visit again only to have a different doctor cancel the visit while I was logging in. There was no delay in between the first message for me to log in and the cancellation. This service is bad when it’s a regular day but 1 million times worse right now. Half the time they don’t even give you what you need. ### Analysis: categories: Service, Service, Service, Service, Service, Service, Service, aspects: call service, app, video call service, phone service, app service, cancellation service, callback service, sentiments: negative, negative, negative, negative, negative, negative, negative )))

### Review: title: Worst ever service, content: This is literally the worst app and service o have ever seen. I really try not to use them but due to covid-19 you can’t get regular appointments so I entered my app and asked for a visit over the phone thinking this would be faster than video app. My husband, who is also sick and has different insurance that also takes teledoc requested a video visit and got one within 5 minutes. I waited for a call for five hours with never having received one. Finally I tried to cancel and the app wouldn’t let me. I spent an hour on hold trying to reach someone to cancel the appointment and change to video appointment and ended up having to request a call back from someone when they became available. Finally got a call back and video visit was set up. Received my text to log in to see doctor and by the time I logged in, the doctor canceled the visit after 30 seconds. I requested another visit on video and waited in the “waiting room” for two hours and then canceled the visit and tried again. After more than 9 hours and several attempts I scheduled the video visit again only to have a different doctor cancel the visit while I was logging in. There was no delay in between the first message for me to log in and the cancellation. This service is bad when it’s a regular day but 1 million times worse right now. Half the time they don’t even give you what you need. ### Analysis: categories: (Service, Service, Service, Service, Service, Service, Service) aspects: (call service, app, video call service, phone service, app service, cancellation service, callback service) sentiments: (negative, negative, negative, negative, negative, negative, negative) )))

Alerts in the middle of the night

The consultation services themselves are convenient. However, the automatic communications from Teladoc are simply appalling. I keep receiving “member messages” on the platform and text message alerts in the middle of the night (typically 1am or 2am), often with completely non-critical information like reminders on how to contact Customer Support. I actually did call Customer Support about the issue, but they told me they don’t know how to stop it from happening, and the Teladoc platform has no options regarding timing of alerts on the user end, so apparently this is just the way it is. Timely delivery of automatic alerts and text messages is a basic software feature, so it is quite disappointing that Teladoc apparently hasn’t thought very long about customer experience.

Notifications

Timing

negative

Notifications - Timing - negative

### USER: Alerts in the middle of the night: The consultation services themselves are convenient. However, the automatic communications from Teladoc are simply appalling. I keep receiving “member messages” on the platform and text message alerts in the middle of the night (typically 1am or 2am), often with completely non-critical information like reminders on how to contact Customer Support. I actually did call Customer Support about the issue, but they told me they don’t know how to stop it from happening, and the Teladoc platform has no options regarding timing of alerts on the user end, so apparently this is just the way it is. Timely delivery of automatic alerts and text messages is a basic software feature, so it is quite disappointing that Teladoc apparently hasn’t thought very long about customer experience. ### ASSISTANT: Notifications - Timing - negative )))

### Review: title: Alerts in the middle of the night, content: The consultation services themselves are convenient. However, the automatic communications from Teladoc are simply appalling. I keep receiving “member messages” on the platform and text message alerts in the middle of the night (typically 1am or 2am), often with completely non-critical information like reminders on how to contact Customer Support. I actually did call Customer Support about the issue, but they told me they don’t know how to stop it from happening, and the Teladoc platform has no options regarding timing of alerts on the user end, so apparently this is just the way it is. Timely delivery of automatic alerts and text messages is a basic software feature, so it is quite disappointing that Teladoc apparently hasn’t thought very long about customer experience. ### Analysis: categories: Notifications, aspects: Timing, sentiments: negative )))

### Review: title: Alerts in the middle of the night, content: The consultation services themselves are convenient. However, the automatic communications from Teladoc are simply appalling. I keep receiving “member messages” on the platform and text message alerts in the middle of the night (typically 1am or 2am), often with completely non-critical information like reminders on how to contact Customer Support. I actually did call Customer Support about the issue, but they told me they don’t know how to stop it from happening, and the Teladoc platform has no options regarding timing of alerts on the user end, so apparently this is just the way it is. Timely delivery of automatic alerts and text messages is a basic software feature, so it is quite disappointing that Teladoc apparently hasn’t thought very long about customer experience. ### Analysis: categories: (Notifications) aspects: (Timing) sentiments: (negative) )))

Cost / stuff over the counter don’t waste money

When the dr called me it took him abt 5 mins or less to tell me to go to the urgent care or to the emergency room. Now I had to pay for a 5 min conversion for a Dr to tell me that. If a Dr is going to educate me or tell me what is going to work best for me or Prescribe me meds than I could see paying 35$ but I really think that they robbed me of my money. Bc than I had to go to the urgent care to pay another 35$ to them to see me and treat my UTI and that’s what I had and I told the Dr that. So 70$ less than 30 mins and I could have saved over the phone. You need to find another way if you dr is just going to tell me to go to a urgent care. Also my husband used it and prescribed everything but a antibiotic when I have had this more than 7 days. Ripped off.

Cost

value

negative

Cost - value - negative

### USER: Cost / stuff over the counter don’t waste money: When the dr called me it took him abt 5 mins or less to tell me to go to the urgent care or to the emergency room. Now I had to pay for a 5 min conversion for a Dr to tell me that. If a Dr is going to educate me or tell me what is going to work best for me or Prescribe me meds than I could see paying 35$ but I really think that they robbed me of my money. Bc than I had to go to the urgent care to pay another 35$ to them to see me and treat my UTI and that’s what I had and I told the Dr that. So 70$ less than 30 mins and I could have saved over the phone. You need to find another way if you dr is just going to tell me to go to a urgent care. Also my husband used it and prescribed everything but a antibiotic when I have had this more than 7 days. Ripped off. ### ASSISTANT: Cost - value - negative )))

### Review: title: Cost / stuff over the counter don’t waste money, content: When the dr called me it took him abt 5 mins or less to tell me to go to the urgent care or to the emergency room. Now I had to pay for a 5 min conversion for a Dr to tell me that. If a Dr is going to educate me or tell me what is going to work best for me or Prescribe me meds than I could see paying 35$ but I really think that they robbed me of my money. Bc than I had to go to the urgent care to pay another 35$ to them to see me and treat my UTI and that’s what I had and I told the Dr that. So 70$ less than 30 mins and I could have saved over the phone. You need to find another way if you dr is just going to tell me to go to a urgent care. Also my husband used it and prescribed everything but a antibiotic when I have had this more than 7 days. Ripped off. ### Analysis: categories: Cost, aspects: value, sentiments: negative )))

### Review: title: Cost / stuff over the counter don’t waste money, content: When the dr called me it took him abt 5 mins or less to tell me to go to the urgent care or to the emergency room. Now I had to pay for a 5 min conversion for a Dr to tell me that. If a Dr is going to educate me or tell me what is going to work best for me or Prescribe me meds than I could see paying 35$ but I really think that they robbed me of my money. Bc than I had to go to the urgent care to pay another 35$ to them to see me and treat my UTI and that’s what I had and I told the Dr that. So 70$ less than 30 mins and I could have saved over the phone. You need to find another way if you dr is just going to tell me to go to a urgent care. Also my husband used it and prescribed everything but a antibiotic when I have had this more than 7 days. Ripped off. ### Analysis: categories: (Cost) aspects: (value) sentiments: (negative) )))

Never have I ever been treated so POORLY

I have never been treated so poorly after paying for my consult I was prescribed the wrong medication forced to wait over two hrs for a response as to when they would be able to fix my prescription they let me know they’d have to reach out to the same doctor after waiting over 2hrs without any response I called I’m upset and had to give my story all over again to be given the same answer i don’t know what’s going on and don’t know when it will be fixed all I can say is there is a note saying we are waiting on the doctor I let the rep know I was in pain and refused to wait if they could simply schedule another doctor to call me so they could write the prescription the rep tells me that wouldn’t be possible I would have to pay for another consult even though it was THEIR doctors ERROR not the pharmacy not mine not anyone else but THEIR doctor so finally I speak with someone who lets me know they’d set up another appointment so that a doctor could speak with me it is now 8:15pm and I still don’t have my medication I’m still in pain and I am still waiting to even get an answer as to when someone will GIVE ME AN ANSWER!

Experience, Communication, Experience, Experience

Service, Response time, Error handling, Customer support

Negative, Negative, Negative, Negative

Experience - Service - Negative, Communication - Response time - Negative, Experience - Error handling - Negative, Experience - Customer support - Negative

### USER: Never have I ever been treated so POORLY: I have never been treated so poorly after paying for my consult I was prescribed the wrong medication forced to wait over two hrs for a response as to when they would be able to fix my prescription they let me know they’d have to reach out to the same doctor after waiting over 2hrs without any response I called I’m upset and had to give my story all over again to be given the same answer i don’t know what’s going on and don’t know when it will be fixed all I can say is there is a note saying we are waiting on the doctor I let the rep know I was in pain and refused to wait if they could simply schedule another doctor to call me so they could write the prescription the rep tells me that wouldn’t be possible I would have to pay for another consult even though it was THEIR doctors ERROR not the pharmacy not mine not anyone else but THEIR doctor so finally I speak with someone who lets me know they’d set up another appointment so that a doctor could speak with me it is now 8:15pm and I still don’t have my medication I’m still in pain and I am still waiting to even get an answer as to when someone will GIVE ME AN ANSWER! ### ASSISTANT: Experience - Service - Negative, Communication - Response time - Negative, Experience - Error handling - Negative, Experience - Customer support - Negative )))

### Review: title: Never have I ever been treated so POORLY, content: I have never been treated so poorly after paying for my consult I was prescribed the wrong medication forced to wait over two hrs for a response as to when they would be able to fix my prescription they let me know they’d have to reach out to the same doctor after waiting over 2hrs without any response I called I’m upset and had to give my story all over again to be given the same answer i don’t know what’s going on and don’t know when it will be fixed all I can say is there is a note saying we are waiting on the doctor I let the rep know I was in pain and refused to wait if they could simply schedule another doctor to call me so they could write the prescription the rep tells me that wouldn’t be possible I would have to pay for another consult even though it was THEIR doctors ERROR not the pharmacy not mine not anyone else but THEIR doctor so finally I speak with someone who lets me know they’d set up another appointment so that a doctor could speak with me it is now 8:15pm and I still don’t have my medication I’m still in pain and I am still waiting to even get an answer as to when someone will GIVE ME AN ANSWER! ### Analysis: categories: Experience, Communication, Experience, Experience, aspects: Service, Response time, Error handling, Customer support, sentiments: Negative, Negative, Negative, Negative )))

### Review: title: Never have I ever been treated so POORLY, content: I have never been treated so poorly after paying for my consult I was prescribed the wrong medication forced to wait over two hrs for a response as to when they would be able to fix my prescription they let me know they’d have to reach out to the same doctor after waiting over 2hrs without any response I called I’m upset and had to give my story all over again to be given the same answer i don’t know what’s going on and don’t know when it will be fixed all I can say is there is a note saying we are waiting on the doctor I let the rep know I was in pain and refused to wait if they could simply schedule another doctor to call me so they could write the prescription the rep tells me that wouldn’t be possible I would have to pay for another consult even though it was THEIR doctors ERROR not the pharmacy not mine not anyone else but THEIR doctor so finally I speak with someone who lets me know they’d set up another appointment so that a doctor could speak with me it is now 8:15pm and I still don’t have my medication I’m still in pain and I am still waiting to even get an answer as to when someone will GIVE ME AN ANSWER! ### Analysis: categories: (Experience, Communication, Experience, Experience) aspects: (Service, Response time, Error handling, Customer support) sentiments: (Negative, Negative, Negative, Negative) )))

great service terrible app

Ive had a great experience with my therapist but the app itself is extremely poorly done. There will be a bug every time you use it. Setting up facial recognition is pointless because it will work like twice before the app just crashes and loses your settings, the home page does not auto-refresh and neither do the messages. ex if you have an appointment on 12/14 then the next time you open the app even if it’s a week later it will still be displaying the option for you to join your 12/14 appt. Same with the messages which is even worse. If you get a notification that you have a message and open the app it will just not show it until you manually refresh the page. For context i’m a software engineer who works in a similar area and I have absolutely no idea why no pages on the app auto refresh. I have missed messages from my therapist because of this because they will not show unless you manually refresh the page. Lots of audio and video problems. It’s honestly really bad.

App, App, App, App, App, App, App, App, App

Service, App, Recognition, Home Page, Messages, Refresh, Setup, Audio, Video

Positive, Negative, Negative, Negative, Negative, Negative, Negative, Negative, Negative

App - Service - Positive, App - App - Negative, App - Recognition - Negative, App - Home Page - Negative, App - Messages - Negative, App - Refresh - Negative, App - Setup - Negative, App - Audio - Negative, App - Video - Negative

### USER: great service terrible app: Ive had a great experience with my therapist but the app itself is extremely poorly done. There will be a bug every time you use it. Setting up facial recognition is pointless because it will work like twice before the app just crashes and loses your settings, the home page does not auto-refresh and neither do the messages. ex if you have an appointment on 12/14 then the next time you open the app even if it’s a week later it will still be displaying the option for you to join your 12/14 appt. Same with the messages which is even worse. If you get a notification that you have a message and open the app it will just not show it until you manually refresh the page. For context i’m a software engineer who works in a similar area and I have absolutely no idea why no pages on the app auto refresh. I have missed messages from my therapist because of this because they will not show unless you manually refresh the page. Lots of audio and video problems. It’s honestly really bad. ### ASSISTANT: App - Service - Positive, App - App - Negative, App - Recognition - Negative, App - Home Page - Negative, App - Messages - Negative, App - Refresh - Negative, App - Setup - Negative, App - Audio - Negative, App - Video - Negative )))

### Review: title: great service terrible app, content: Ive had a great experience with my therapist but the app itself is extremely poorly done. There will be a bug every time you use it. Setting up facial recognition is pointless because it will work like twice before the app just crashes and loses your settings, the home page does not auto-refresh and neither do the messages. ex if you have an appointment on 12/14 then the next time you open the app even if it’s a week later it will still be displaying the option for you to join your 12/14 appt. Same with the messages which is even worse. If you get a notification that you have a message and open the app it will just not show it until you manually refresh the page. For context i’m a software engineer who works in a similar area and I have absolutely no idea why no pages on the app auto refresh. I have missed messages from my therapist because of this because they will not show unless you manually refresh the page. Lots of audio and video problems. It’s honestly really bad. ### Analysis: categories: App, App, App, App, App, App, App, App, App, aspects: Service, App, Recognition, Home Page, Messages, Refresh, Setup, Audio, Video, sentiments: Positive, Negative, Negative, Negative, Negative, Negative, Negative, Negative, Negative )))

### Review: title: great service terrible app, content: Ive had a great experience with my therapist but the app itself is extremely poorly done. There will be a bug every time you use it. Setting up facial recognition is pointless because it will work like twice before the app just crashes and loses your settings, the home page does not auto-refresh and neither do the messages. ex if you have an appointment on 12/14 then the next time you open the app even if it’s a week later it will still be displaying the option for you to join your 12/14 appt. Same with the messages which is even worse. If you get a notification that you have a message and open the app it will just not show it until you manually refresh the page. For context i’m a software engineer who works in a similar area and I have absolutely no idea why no pages on the app auto refresh. I have missed messages from my therapist because of this because they will not show unless you manually refresh the page. Lots of audio and video problems. It’s honestly really bad. ### Analysis: categories: (App, App, App, App, App, App, App, App, App) aspects: (Service, App, Recognition, Home Page, Messages, Refresh, Setup, Audio, Video) sentiments: (Positive, Negative, Negative, Negative, Negative, Negative, Negative, Negative, Negative) )))

Lost $50 with no treatment

Based on the reviews it seems like it’s luck of the draw based on who contacts you. I received a phone call very quickly which was a relief since my ears are killing me hoping I would be able to get some type of help. The woman who called me did not speak good English and sounded like she worked out of the country. My entire family speaks English as a second language so I did not let that discourage me from moving forward with her. Unfortunately the entire call only lasted 3 minutes with her basically saying she can’t treat anything over the phone and that I should get COVID tested. I am the third person to catch this bug in my household and my son and wife already got tested for COVID and both tested negative. She then continued to basically explain that if she can’t look into my ears or listen to my lungs there is nothing she can do which is concerning to me that it’s advertised to call in for the common cold, sore throat and even the seasonal flu. I called customer service after the call ended to try and get a refund since the doctor said she couldn’t help and they refused saying I already agreed to the terms which explains no refunds. I think tele health is a great idea and is most likely the way of the future but it’s not done with this company unfortunately. This was a waste of time and $50 when I will have to spend another $50 to see my doctor in person tomorrow

Healthcare, Healthcare, Healthcare, Healthcare

Doctor's availability, Assistance received, Doctor's communication skills, Refund policy

negative, negative, negative, negative

Healthcare - Doctor's availability - negative, Healthcare - Assistance received - negative, Healthcare - Doctor's communication skills - negative, Healthcare - Refund policy - negative

### USER: Lost $50 with no treatment: Based on the reviews it seems like it’s luck of the draw based on who contacts you. I received a phone call very quickly which was a relief since my ears are killing me hoping I would be able to get some type of help. The woman who called me did not speak good English and sounded like she worked out of the country. My entire family speaks English as a second language so I did not let that discourage me from moving forward with her. Unfortunately the entire call only lasted 3 minutes with her basically saying she can’t treat anything over the phone and that I should get COVID tested. I am the third person to catch this bug in my household and my son and wife already got tested for COVID and both tested negative. She then continued to basically explain that if she can’t look into my ears or listen to my lungs there is nothing she can do which is concerning to me that it’s advertised to call in for the common cold, sore throat and even the seasonal flu. I called customer service after the call ended to try and get a refund since the doctor said she couldn’t help and they refused saying I already agreed to the terms which explains no refunds. I think tele health is a great idea and is most likely the way of the future but it’s not done with this company unfortunately. This was a waste of time and $50 when I will have to spend another $50 to see my doctor in person tomorrow ### ASSISTANT: Healthcare - Doctor's availability - negative, Healthcare - Assistance received - negative, Healthcare - Doctor's communication skills - negative, Healthcare - Refund policy - negative )))

### Review: title: Lost $50 with no treatment, content: Based on the reviews it seems like it’s luck of the draw based on who contacts you. I received a phone call very quickly which was a relief since my ears are killing me hoping I would be able to get some type of help. The woman who called me did not speak good English and sounded like she worked out of the country. My entire family speaks English as a second language so I did not let that discourage me from moving forward with her. Unfortunately the entire call only lasted 3 minutes with her basically saying she can’t treat anything over the phone and that I should get COVID tested. I am the third person to catch this bug in my household and my son and wife already got tested for COVID and both tested negative. She then continued to basically explain that if she can’t look into my ears or listen to my lungs there is nothing she can do which is concerning to me that it’s advertised to call in for the common cold, sore throat and even the seasonal flu. I called customer service after the call ended to try and get a refund since the doctor said she couldn’t help and they refused saying I already agreed to the terms which explains no refunds. I think tele health is a great idea and is most likely the way of the future but it’s not done with this company unfortunately. This was a waste of time and $50 when I will have to spend another $50 to see my doctor in person tomorrow ### Analysis: categories: Healthcare, Healthcare, Healthcare, Healthcare, aspects: Doctor's availability, Assistance received, Doctor's communication skills, Refund policy, sentiments: negative, negative, negative, negative )))

### Review: title: Lost $50 with no treatment, content: Based on the reviews it seems like it’s luck of the draw based on who contacts you. I received a phone call very quickly which was a relief since my ears are killing me hoping I would be able to get some type of help. The woman who called me did not speak good English and sounded like she worked out of the country. My entire family speaks English as a second language so I did not let that discourage me from moving forward with her. Unfortunately the entire call only lasted 3 minutes with her basically saying she can’t treat anything over the phone and that I should get COVID tested. I am the third person to catch this bug in my household and my son and wife already got tested for COVID and both tested negative. She then continued to basically explain that if she can’t look into my ears or listen to my lungs there is nothing she can do which is concerning to me that it’s advertised to call in for the common cold, sore throat and even the seasonal flu. I called customer service after the call ended to try and get a refund since the doctor said she couldn’t help and they refused saying I already agreed to the terms which explains no refunds. I think tele health is a great idea and is most likely the way of the future but it’s not done with this company unfortunately. This was a waste of time and $50 when I will have to spend another $50 to see my doctor in person tomorrow ### Analysis: categories: (Healthcare, Healthcare, Healthcare, Healthcare) aspects: (Doctor's availability, Assistance received, Doctor's communication skills, Refund policy) sentiments: (negative, negative, negative, negative) )))

Convenient and Helpful!

It was a Friday evening, I was away from my home of LA due to visiting family in Temecula. I came down with a very swollen tonsillitis later that day. I went to urgent care in Temecula and they denied to see me because my insurance isn’t apart of their network. I was beginning to feel the pain and almost lost hope, but then I logged into my health care plan online and found Teledoc. I saw a doctor within 5 minutes and he was so empathetic and kind. He issued me some antibiotics and some natural ways to alleviate the pain in my throat. I am so thankful for this convenient and efficient service!

Service, Service, Service, Service

Convenience, Efficiency, Doctor's empathy, Doctor's kindness

Positive, Positive, Positive, Positive

Service - Convenience - Positive, Service - Efficiency - Positive, Service - Doctor's empathy - Positive, Service - Doctor's kindness - Positive

### USER: Convenient and Helpful!: It was a Friday evening, I was away from my home of LA due to visiting family in Temecula. I came down with a very swollen tonsillitis later that day. I went to urgent care in Temecula and they denied to see me because my insurance isn’t apart of their network. I was beginning to feel the pain and almost lost hope, but then I logged into my health care plan online and found Teledoc. I saw a doctor within 5 minutes and he was so empathetic and kind. He issued me some antibiotics and some natural ways to alleviate the pain in my throat. I am so thankful for this convenient and efficient service! ### ASSISTANT: Service - Convenience - Positive, Service - Efficiency - Positive, Service - Doctor's empathy - Positive, Service - Doctor's kindness - Positive )))

### Review: title: Convenient and Helpful!, content: It was a Friday evening, I was away from my home of LA due to visiting family in Temecula. I came down with a very swollen tonsillitis later that day. I went to urgent care in Temecula and they denied to see me because my insurance isn’t apart of their network. I was beginning to feel the pain and almost lost hope, but then I logged into my health care plan online and found Teledoc. I saw a doctor within 5 minutes and he was so empathetic and kind. He issued me some antibiotics and some natural ways to alleviate the pain in my throat. I am so thankful for this convenient and efficient service! ### Analysis: categories: Service, Service, Service, Service, aspects: Convenience, Efficiency, Doctor's empathy, Doctor's kindness, sentiments: Positive, Positive, Positive, Positive )))

### Review: title: Convenient and Helpful!, content: It was a Friday evening, I was away from my home of LA due to visiting family in Temecula. I came down with a very swollen tonsillitis later that day. I went to urgent care in Temecula and they denied to see me because my insurance isn’t apart of their network. I was beginning to feel the pain and almost lost hope, but then I logged into my health care plan online and found Teledoc. I saw a doctor within 5 minutes and he was so empathetic and kind. He issued me some antibiotics and some natural ways to alleviate the pain in my throat. I am so thankful for this convenient and efficient service! ### Analysis: categories: (Service, Service, Service, Service) aspects: (Convenience, Efficiency, Doctor's empathy, Doctor's kindness) sentiments: (Positive, Positive, Positive, Positive) )))

Horrible!

First of all, featuring the review titled “My invoice says $0?” is incredibly misleading. That was when the pandemic was really bad, and telehealth visits were free for everyone in the US, courtesy of the government. , , The app is awkward to use, and neither I nor their cs rep (a 20 minute phone call) could figure out if Telafoc accepts my insurance. A convoluted mess. Due to the inconvenience, she offered me a free visit. Good, at least that 20 minutes spent on the phone with her wasn’t a complete waste. It turns out that it was. Not only was the Dr a jerk who talked excessively fast, to the point where I couldn’t understand him half the time, he also submitted the prescription wrong., , I asked for tablets; he submitted it for capsules. He told me he’d be sending it in for tablets. Then, to make matters worse, he ended up canceling the prescription, and not re-submitting it correctly! That might have been retribution for me complaining about him in a follow-up survey I received from Teladoc. I called Teladoc regarding his mistake, but they never resolved things. They really do not seem to care. It was all a frustrating waste of time.

App Features, App Features, App Features, App Features, Healthcare Professional, Healthcare Professional, Customer Service, Customer Service

User Interface, Functionality, Insurance Coverage, Prescription Submission, Communication, Responsiveness, Helpfulness, Phone Support

Negative, Negative, Negative, Negative, Negative, Negative, Neutral, Negative

App Features - User Interface - Negative, App Features - Functionality - Negative, App Features - Insurance Coverage - Negative, App Features - Prescription Submission - Negative, Healthcare Professional - Communication - Negative, Healthcare Professional - Responsiveness - Negative, Customer Service - Helpfulness - Neutral, Customer Service - Phone Support - Negative

### USER: Horrible!: First of all, featuring the review titled “My invoice says $0?” is incredibly misleading. That was when the pandemic was really bad, and telehealth visits were free for everyone in the US, courtesy of the government. , , The app is awkward to use, and neither I nor their cs rep (a 20 minute phone call) could figure out if Telafoc accepts my insurance. A convoluted mess. Due to the inconvenience, she offered me a free visit. Good, at least that 20 minutes spent on the phone with her wasn’t a complete waste. It turns out that it was. Not only was the Dr a jerk who talked excessively fast, to the point where I couldn’t understand him half the time, he also submitted the prescription wrong., , I asked for tablets; he submitted it for capsules. He told me he’d be sending it in for tablets. Then, to make matters worse, he ended up canceling the prescription, and not re-submitting it correctly! That might have been retribution for me complaining about him in a follow-up survey I received from Teladoc. I called Teladoc regarding his mistake, but they never resolved things. They really do not seem to care. It was all a frustrating waste of time. ### ASSISTANT: App Features - User Interface - Negative, App Features - Functionality - Negative, App Features - Insurance Coverage - Negative, App Features - Prescription Submission - Negative, Healthcare Professional - Communication - Negative, Healthcare Professional - Responsiveness - Negative, Customer Service - Helpfulness - Neutral, Customer Service - Phone Support - Negative )))

### Review: title: Horrible!, content: First of all, featuring the review titled “My invoice says $0?” is incredibly misleading. That was when the pandemic was really bad, and telehealth visits were free for everyone in the US, courtesy of the government. , , The app is awkward to use, and neither I nor their cs rep (a 20 minute phone call) could figure out if Telafoc accepts my insurance. A convoluted mess. Due to the inconvenience, she offered me a free visit. Good, at least that 20 minutes spent on the phone with her wasn’t a complete waste. It turns out that it was. Not only was the Dr a jerk who talked excessively fast, to the point where I couldn’t understand him half the time, he also submitted the prescription wrong., , I asked for tablets; he submitted it for capsules. He told me he’d be sending it in for tablets. Then, to make matters worse, he ended up canceling the prescription, and not re-submitting it correctly! That might have been retribution for me complaining about him in a follow-up survey I received from Teladoc. I called Teladoc regarding his mistake, but they never resolved things. They really do not seem to care. It was all a frustrating waste of time. ### Analysis: categories: App Features, App Features, App Features, App Features, Healthcare Professional, Healthcare Professional, Customer Service, Customer Service, aspects: User Interface, Functionality, Insurance Coverage, Prescription Submission, Communication, Responsiveness, Helpfulness, Phone Support, sentiments: Negative, Negative, Negative, Negative, Negative, Negative, Neutral, Negative )))

### Review: title: Horrible!, content: First of all, featuring the review titled “My invoice says $0?” is incredibly misleading. That was when the pandemic was really bad, and telehealth visits were free for everyone in the US, courtesy of the government. , , The app is awkward to use, and neither I nor their cs rep (a 20 minute phone call) could figure out if Telafoc accepts my insurance. A convoluted mess. Due to the inconvenience, she offered me a free visit. Good, at least that 20 minutes spent on the phone with her wasn’t a complete waste. It turns out that it was. Not only was the Dr a jerk who talked excessively fast, to the point where I couldn’t understand him half the time, he also submitted the prescription wrong., , I asked for tablets; he submitted it for capsules. He told me he’d be sending it in for tablets. Then, to make matters worse, he ended up canceling the prescription, and not re-submitting it correctly! That might have been retribution for me complaining about him in a follow-up survey I received from Teladoc. I called Teladoc regarding his mistake, but they never resolved things. They really do not seem to care. It was all a frustrating waste of time. ### Analysis: categories: (App Features, App Features, App Features, App Features, Healthcare Professional, Healthcare Professional, Customer Service, Customer Service) aspects: (User Interface, Functionality, Insurance Coverage, Prescription Submission, Communication, Responsiveness, Helpfulness, Phone Support) sentiments: (Negative, Negative, Negative, Negative, Negative, Negative, Neutral, Negative) )))

Extremely Frustrating

Disputing the charges on my credit card after seeing two different doctors and my medications never being sent through to my pharmacy. When calling the number they give you for the “help center” you listen to an automated system for 10 minutes to be sent to voicemail and not receive a call back., , In addition, the notifications are repetitive and continue for hours after your appointment. Not to mention the “an unexpected error occurred - try again later” message on every single screen, regardless of what you’re selecting., , Agree with the other reviews - in theory, this is a great idea but requires adequate support from developers and Teledoc staff.

Billing, Customer Service, Customer Service, Notifications, Functionality

Charges, Phone support, Responsiveness, Frequency, Errors

negative, negative, negative, negative, negative

Billing - Charges - negative, Customer Service - Phone support - negative, Customer Service - Responsiveness - negative, Notifications - Frequency - negative, Functionality - Errors - negative

### USER: Extremely Frustrating: Disputing the charges on my credit card after seeing two different doctors and my medications never being sent through to my pharmacy. When calling the number they give you for the “help center” you listen to an automated system for 10 minutes to be sent to voicemail and not receive a call back., , In addition, the notifications are repetitive and continue for hours after your appointment. Not to mention the “an unexpected error occurred - try again later” message on every single screen, regardless of what you’re selecting., , Agree with the other reviews - in theory, this is a great idea but requires adequate support from developers and Teledoc staff. ### ASSISTANT: Billing - Charges - negative, Customer Service - Phone support - negative, Customer Service - Responsiveness - negative, Notifications - Frequency - negative, Functionality - Errors - negative )))

### Review: title: Extremely Frustrating, content: Disputing the charges on my credit card after seeing two different doctors and my medications never being sent through to my pharmacy. When calling the number they give you for the “help center” you listen to an automated system for 10 minutes to be sent to voicemail and not receive a call back., , In addition, the notifications are repetitive and continue for hours after your appointment. Not to mention the “an unexpected error occurred - try again later” message on every single screen, regardless of what you’re selecting., , Agree with the other reviews - in theory, this is a great idea but requires adequate support from developers and Teledoc staff. ### Analysis: categories: Billing, Customer Service, Customer Service, Notifications, Functionality, aspects: Charges, Phone support, Responsiveness, Frequency, Errors, sentiments: negative, negative, negative, negative, negative )))

### Review: title: Extremely Frustrating, content: Disputing the charges on my credit card after seeing two different doctors and my medications never being sent through to my pharmacy. When calling the number they give you for the “help center” you listen to an automated system for 10 minutes to be sent to voicemail and not receive a call back., , In addition, the notifications are repetitive and continue for hours after your appointment. Not to mention the “an unexpected error occurred - try again later” message on every single screen, regardless of what you’re selecting., , Agree with the other reviews - in theory, this is a great idea but requires adequate support from developers and Teledoc staff. ### Analysis: categories: (Billing, Customer Service, Customer Service, Notifications, Functionality) aspects: (Charges, Phone support, Responsiveness, Frequency, Errors) sentiments: (negative, negative, negative, negative, negative) )))

Can’t get an appointment. What’s the point?

I’ve tried to make an appointment three times with three different providers. Each time, I wait three days and then get an email that the provider is not available and to try with someone new. Each time, I have to reenter all of my info and reasons for an appointment, choose a new person, and guess at their availability (it doesn’t seem to be connected to their calendars or desired times, because all times and days are always available)., , I tried contacting Teladoc via the app and received an error and could not get in touch with them. I tried calling them during their available times and got their voicemail. , , Useless service unless you like doing tedious tasks over and over again with no outcome.

App Usability, Customer Service

Appointment scheduling, Responsiveness

negative, negative

App Usability - Appointment scheduling - negative, Customer Service - Responsiveness - negative

### USER: Can’t get an appointment. What’s the point?: I’ve tried to make an appointment three times with three different providers. Each time, I wait three days and then get an email that the provider is not available and to try with someone new. Each time, I have to reenter all of my info and reasons for an appointment, choose a new person, and guess at their availability (it doesn’t seem to be connected to their calendars or desired times, because all times and days are always available)., , I tried contacting Teladoc via the app and received an error and could not get in touch with them. I tried calling them during their available times and got their voicemail. , , Useless service unless you like doing tedious tasks over and over again with no outcome. ### ASSISTANT: App Usability - Appointment scheduling - negative, Customer Service - Responsiveness - negative )))

### Review: title: Can’t get an appointment. What’s the point?, content: I’ve tried to make an appointment three times with three different providers. Each time, I wait three days and then get an email that the provider is not available and to try with someone new. Each time, I have to reenter all of my info and reasons for an appointment, choose a new person, and guess at their availability (it doesn’t seem to be connected to their calendars or desired times, because all times and days are always available)., , I tried contacting Teladoc via the app and received an error and could not get in touch with them. I tried calling them during their available times and got their voicemail. , , Useless service unless you like doing tedious tasks over and over again with no outcome. ### Analysis: categories: App Usability, Customer Service, aspects: Appointment scheduling, Responsiveness, sentiments: negative, negative )))

### Review: title: Can’t get an appointment. What’s the point?, content: I’ve tried to make an appointment three times with three different providers. Each time, I wait three days and then get an email that the provider is not available and to try with someone new. Each time, I have to reenter all of my info and reasons for an appointment, choose a new person, and guess at their availability (it doesn’t seem to be connected to their calendars or desired times, because all times and days are always available)., , I tried contacting Teladoc via the app and received an error and could not get in touch with them. I tried calling them during their available times and got their voicemail. , , Useless service unless you like doing tedious tasks over and over again with no outcome. ### Analysis: categories: (App Usability, Customer Service) aspects: (Appointment scheduling, Responsiveness) sentiments: (negative, negative) )))

Will just get told to go to Urgent Care

I would like to state that customer service was the only good experience with this service. They were very helpful when they were dealing with issues with the system being a bit overwhelmed because of the pandemic going on. , Unfortunately the actual important part, the doctoring was a bust. Both my kids had classic strep throat symptoms. The only urgent care open in our area told us not to bring our kids in because of Covid19 which I stated to the Doctor also told her the symptoms. My call lasted maybe 5-10 minutes felt very rushed, she wasn’t very informative and told me she didn’t feel comfortable diagnosing over the phone. Wanted me to take more pictures and get back in line (it had already taken almost 24 hours to get a visit) Then proceeded to send a message to my case notes telling me to head to an urgent care. Obviously having not listened at all to what I said.

Service, Service

Customer service, Doctors

positive, negative

Service - Customer service - positive, Service - Doctors - negative

### USER: Will just get told to go to Urgent Care: I would like to state that customer service was the only good experience with this service. They were very helpful when they were dealing with issues with the system being a bit overwhelmed because of the pandemic going on. , Unfortunately the actual important part, the doctoring was a bust. Both my kids had classic strep throat symptoms. The only urgent care open in our area told us not to bring our kids in because of Covid19 which I stated to the Doctor also told her the symptoms. My call lasted maybe 5-10 minutes felt very rushed, she wasn’t very informative and told me she didn’t feel comfortable diagnosing over the phone. Wanted me to take more pictures and get back in line (it had already taken almost 24 hours to get a visit) Then proceeded to send a message to my case notes telling me to head to an urgent care. Obviously having not listened at all to what I said. ### ASSISTANT: Service - Customer service - positive, Service - Doctors - negative )))

### Review: title: Will just get told to go to Urgent Care, content: I would like to state that customer service was the only good experience with this service. They were very helpful when they were dealing with issues with the system being a bit overwhelmed because of the pandemic going on. , Unfortunately the actual important part, the doctoring was a bust. Both my kids had classic strep throat symptoms. The only urgent care open in our area told us not to bring our kids in because of Covid19 which I stated to the Doctor also told her the symptoms. My call lasted maybe 5-10 minutes felt very rushed, she wasn’t very informative and told me she didn’t feel comfortable diagnosing over the phone. Wanted me to take more pictures and get back in line (it had already taken almost 24 hours to get a visit) Then proceeded to send a message to my case notes telling me to head to an urgent care. Obviously having not listened at all to what I said. ### Analysis: categories: Service, Service, aspects: Customer service, Doctors, sentiments: positive, negative )))

### Review: title: Will just get told to go to Urgent Care, content: I would like to state that customer service was the only good experience with this service. They were very helpful when they were dealing with issues with the system being a bit overwhelmed because of the pandemic going on. , Unfortunately the actual important part, the doctoring was a bust. Both my kids had classic strep throat symptoms. The only urgent care open in our area told us not to bring our kids in because of Covid19 which I stated to the Doctor also told her the symptoms. My call lasted maybe 5-10 minutes felt very rushed, she wasn’t very informative and told me she didn’t feel comfortable diagnosing over the phone. Wanted me to take more pictures and get back in line (it had already taken almost 24 hours to get a visit) Then proceeded to send a message to my case notes telling me to head to an urgent care. Obviously having not listened at all to what I said. ### Analysis: categories: (Service, Service) aspects: (Customer service, Doctors) sentiments: (positive, negative) )))

First visit

Long story hopefully short😂. Cold had for over 2 weeks and just can’t get clear of. Primary doc not seeing anyone with sinus issues or upper respiratory issues in large office I am assuming due to Covid issues. So must go to there smaller office. Walk in only. Really not walk in. You call when there, sit in car til they call you. Wait time this morning was 2.5-3 hrs. Tried Teladoc snd it’s great. I chose first available dr. Within 45 mins he called. I gave all symptoms and was prescribed amoxicillin to pharmacy of my choice to pickup at. Asked all info of me before any conversation to confirm he was speaking to right person. Answered any and all questions. Was no charge. Will defense use again!!!

Medical

Appointment wait time

negative

Medical - Appointment wait time - negative

### USER: First visit: Long story hopefully short😂. Cold had for over 2 weeks and just can’t get clear of. Primary doc not seeing anyone with sinus issues or upper respiratory issues in large office I am assuming due to Covid issues. So must go to there smaller office. Walk in only. Really not walk in. You call when there, sit in car til they call you. Wait time this morning was 2.5-3 hrs. Tried Teladoc snd it’s great. I chose first available dr. Within 45 mins he called. I gave all symptoms and was prescribed amoxicillin to pharmacy of my choice to pickup at. Asked all info of me before any conversation to confirm he was speaking to right person. Answered any and all questions. Was no charge. Will defense use again!!! ### ASSISTANT: Medical - Appointment wait time - negative )))

### Review: title: First visit, content: Long story hopefully short😂. Cold had for over 2 weeks and just can’t get clear of. Primary doc not seeing anyone with sinus issues or upper respiratory issues in large office I am assuming due to Covid issues. So must go to there smaller office. Walk in only. Really not walk in. You call when there, sit in car til they call you. Wait time this morning was 2.5-3 hrs. Tried Teladoc snd it’s great. I chose first available dr. Within 45 mins he called. I gave all symptoms and was prescribed amoxicillin to pharmacy of my choice to pickup at. Asked all info of me before any conversation to confirm he was speaking to right person. Answered any and all questions. Was no charge. Will defense use again!!! ### Analysis: categories: Medical, aspects: Appointment wait time, sentiments: negative )))

### Review: title: First visit, content: Long story hopefully short😂. Cold had for over 2 weeks and just can’t get clear of. Primary doc not seeing anyone with sinus issues or upper respiratory issues in large office I am assuming due to Covid issues. So must go to there smaller office. Walk in only. Really not walk in. You call when there, sit in car til they call you. Wait time this morning was 2.5-3 hrs. Tried Teladoc snd it’s great. I chose first available dr. Within 45 mins he called. I gave all symptoms and was prescribed amoxicillin to pharmacy of my choice to pickup at. Asked all info of me before any conversation to confirm he was speaking to right person. Answered any and all questions. Was no charge. Will defense use again!!! ### Analysis: categories: (Medical) aspects: (Appointment wait time) sentiments: (negative) )))

Terrible Support Staff

This is my first review of any app that I’ve ever used. I had such a pleasant experience with the doctor and managed to even get my prescription filled very quickly. After the consultation, I called back about making an inquiry into getting a more detailed invoice to satisfy my FSA manager for reimbursement. The support staff were so incompetent that I could no longer tolerate the circular conversation. It felt like the twilight zone. Everyone continued to ask if I wanted them to mail me a copy of an invoice that I had access to online. When I tried to explained the issue, the request was escalated to a supposed specialist. This specialist sounded just as incompetent as the first person with whom I spoke. And this went on for several phone calls and hours. Extremely disappointed with the lack of customer service. Just throw away the support team and get a new one.

Support

Staff

negative

Support - Staff - negative

### USER: Terrible Support Staff: This is my first review of any app that I’ve ever used. I had such a pleasant experience with the doctor and managed to even get my prescription filled very quickly. After the consultation, I called back about making an inquiry into getting a more detailed invoice to satisfy my FSA manager for reimbursement. The support staff were so incompetent that I could no longer tolerate the circular conversation. It felt like the twilight zone. Everyone continued to ask if I wanted them to mail me a copy of an invoice that I had access to online. When I tried to explained the issue, the request was escalated to a supposed specialist. This specialist sounded just as incompetent as the first person with whom I spoke. And this went on for several phone calls and hours. Extremely disappointed with the lack of customer service. Just throw away the support team and get a new one. ### ASSISTANT: Support - Staff - negative )))

### Review: title: Terrible Support Staff, content: This is my first review of any app that I’ve ever used. I had such a pleasant experience with the doctor and managed to even get my prescription filled very quickly. After the consultation, I called back about making an inquiry into getting a more detailed invoice to satisfy my FSA manager for reimbursement. The support staff were so incompetent that I could no longer tolerate the circular conversation. It felt like the twilight zone. Everyone continued to ask if I wanted them to mail me a copy of an invoice that I had access to online. When I tried to explained the issue, the request was escalated to a supposed specialist. This specialist sounded just as incompetent as the first person with whom I spoke. And this went on for several phone calls and hours. Extremely disappointed with the lack of customer service. Just throw away the support team and get a new one. ### Analysis: categories: Support, aspects: Staff, sentiments: negative )))

### Review: title: Terrible Support Staff, content: This is my first review of any app that I’ve ever used. I had such a pleasant experience with the doctor and managed to even get my prescription filled very quickly. After the consultation, I called back about making an inquiry into getting a more detailed invoice to satisfy my FSA manager for reimbursement. The support staff were so incompetent that I could no longer tolerate the circular conversation. It felt like the twilight zone. Everyone continued to ask if I wanted them to mail me a copy of an invoice that I had access to online. When I tried to explained the issue, the request was escalated to a supposed specialist. This specialist sounded just as incompetent as the first person with whom I spoke. And this went on for several phone calls and hours. Extremely disappointed with the lack of customer service. Just throw away the support team and get a new one. ### Analysis: categories: (Support) aspects: (Staff) sentiments: (negative) )))

Game changer

The app is fantastic. I’ve always thought the service was a great idea but the app makes it useful to my life. When it’s 10 pm and I can actually think about what I need normally I would just say “I’ll set up an appointment later” which never came because I don’t have time to call let alone go to an appointment. Now I actually get help because the app lets me take and upload photos and notes when I have privacy and it’s actually convenient. The app is very user friendly and makes it easy to input the right info. I definitely recommend it!

Utility, Utility

Convenience, Ease of Use

positive, positive

Utility - Convenience - positive, Utility - Ease of Use - positive

### USER: Game changer: The app is fantastic. I’ve always thought the service was a great idea but the app makes it useful to my life. When it’s 10 pm and I can actually think about what I need normally I would just say “I’ll set up an appointment later” which never came because I don’t have time to call let alone go to an appointment. Now I actually get help because the app lets me take and upload photos and notes when I have privacy and it’s actually convenient. The app is very user friendly and makes it easy to input the right info. I definitely recommend it! ### ASSISTANT: Utility - Convenience - positive, Utility - Ease of Use - positive )))

### Review: title: Game changer, content: The app is fantastic. I’ve always thought the service was a great idea but the app makes it useful to my life. When it’s 10 pm and I can actually think about what I need normally I would just say “I’ll set up an appointment later” which never came because I don’t have time to call let alone go to an appointment. Now I actually get help because the app lets me take and upload photos and notes when I have privacy and it’s actually convenient. The app is very user friendly and makes it easy to input the right info. I definitely recommend it! ### Analysis: categories: Utility, Utility, aspects: Convenience, Ease of Use, sentiments: positive, positive )))

### Review: title: Game changer, content: The app is fantastic. I’ve always thought the service was a great idea but the app makes it useful to my life. When it’s 10 pm and I can actually think about what I need normally I would just say “I’ll set up an appointment later” which never came because I don’t have time to call let alone go to an appointment. Now I actually get help because the app lets me take and upload photos and notes when I have privacy and it’s actually convenient. The app is very user friendly and makes it easy to input the right info. I definitely recommend it! ### Analysis: categories: (Utility, Utility) aspects: (Convenience, Ease of Use) sentiments: (positive, positive) )))

Teladoc has a lot of room for improvement on the little things

Lots of issues with this app but also Teladoc in general. For starters it accosts you with three prompts at the beginning every single time you log on, and every time you have to say “I’ll skip this step” if you don’t want to accept. It also sends so many unnecessary “messages” that you constantly have to log in for in the message center. It forces you to answer (lengthy) questions and surveys that are never used by the doctor. , , It’s confusing that you have to go to “my messages” to handle appointments. It would be so much better if there was just an area on the main page where you could manage your appointment, , There are occasional technical issues but video quality is usually decent, better on the app than on the computer. In principle the service is good just frustrating to use because of these annoyances

App Features, App Features, App Features, App Features, App Features, App Features

Features, Login Process, Message Center, Questions and Surveys, Appointment Management, Video Quality

negative, negative, negative, negative, negative, positive

App Features - Features - negative, App Features - Login Process - negative, App Features - Message Center - negative, App Features - Questions and Surveys - negative, App Features - Appointment Management - negative, App Features - Video Quality - positive

### USER: Teladoc has a lot of room for improvement on the little things: Lots of issues with this app but also Teladoc in general. For starters it accosts you with three prompts at the beginning every single time you log on, and every time you have to say “I’ll skip this step” if you don’t want to accept. It also sends so many unnecessary “messages” that you constantly have to log in for in the message center. It forces you to answer (lengthy) questions and surveys that are never used by the doctor. , , It’s confusing that you have to go to “my messages” to handle appointments. It would be so much better if there was just an area on the main page where you could manage your appointment, , There are occasional technical issues but video quality is usually decent, better on the app than on the computer. In principle the service is good just frustrating to use because of these annoyances ### ASSISTANT: App Features - Features - negative, App Features - Login Process - negative, App Features - Message Center - negative, App Features - Questions and Surveys - negative, App Features - Appointment Management - negative, App Features - Video Quality - positive )))

### Review: title: Teladoc has a lot of room for improvement on the little things, content: Lots of issues with this app but also Teladoc in general. For starters it accosts you with three prompts at the beginning every single time you log on, and every time you have to say “I’ll skip this step” if you don’t want to accept. It also sends so many unnecessary “messages” that you constantly have to log in for in the message center. It forces you to answer (lengthy) questions and surveys that are never used by the doctor. , , It’s confusing that you have to go to “my messages” to handle appointments. It would be so much better if there was just an area on the main page where you could manage your appointment, , There are occasional technical issues but video quality is usually decent, better on the app than on the computer. In principle the service is good just frustrating to use because of these annoyances ### Analysis: categories: App Features, App Features, App Features, App Features, App Features, App Features, aspects: Features, Login Process, Message Center, Questions and Surveys, Appointment Management, Video Quality, sentiments: negative, negative, negative, negative, negative, positive )))

### Review: title: Teladoc has a lot of room for improvement on the little things, content: Lots of issues with this app but also Teladoc in general. For starters it accosts you with three prompts at the beginning every single time you log on, and every time you have to say “I’ll skip this step” if you don’t want to accept. It also sends so many unnecessary “messages” that you constantly have to log in for in the message center. It forces you to answer (lengthy) questions and surveys that are never used by the doctor. , , It’s confusing that you have to go to “my messages” to handle appointments. It would be so much better if there was just an area on the main page where you could manage your appointment, , There are occasional technical issues but video quality is usually decent, better on the app than on the computer. In principle the service is good just frustrating to use because of these annoyances ### Analysis: categories: (App Features, App Features, App Features, App Features, App Features, App Features) aspects: (Features, Login Process, Message Center, Questions and Surveys, Appointment Management, Video Quality) sentiments: (negative, negative, negative, negative, negative, positive) )))

Garbage

Waited 47/48 hours for appointment to be canceled literally 20 minutes before the 48hours was up. Not even a reason for cancellation. You couldnt give me a different doctor; you just canceled my appointment without cause so i have to wait another48 hours for you or a week in person. This has been diagnosed by 3 different doctors already, i just need someone to write the prescription we know works for the diagnosed cause...whats the problem here? i take no time to get off your desk, why are you wasting my time, you could help me in 3 minutes but you wasted 96hours of my time instead. Just waited 3 hours on hold waiting for to know why my appointment was canceled before i was disconnected, great count down btw, 10 minutes remaining, an hour and a half later, 5 minutes remaining, an hour later 20 minutes remaining, 30minutes later call disconnects. Yep we found a real star earner hear. Dont waste your time here.

Service, Service, Service, Service

Appointment, Cancellation, Communication, Timeliness

negative, negative, negative, negative

Service - Appointment - negative, Service - Cancellation - negative, Service - Communication - negative, Service - Timeliness - negative

### USER: Garbage: Waited 47/48 hours for appointment to be canceled literally 20 minutes before the 48hours was up. Not even a reason for cancellation. You couldnt give me a different doctor; you just canceled my appointment without cause so i have to wait another48 hours for you or a week in person. This has been diagnosed by 3 different doctors already, i just need someone to write the prescription we know works for the diagnosed cause...whats the problem here? i take no time to get off your desk, why are you wasting my time, you could help me in 3 minutes but you wasted 96hours of my time instead. Just waited 3 hours on hold waiting for to know why my appointment was canceled before i was disconnected, great count down btw, 10 minutes remaining, an hour and a half later, 5 minutes remaining, an hour later 20 minutes remaining, 30minutes later call disconnects. Yep we found a real star earner hear. Dont waste your time here. ### ASSISTANT: Service - Appointment - negative, Service - Cancellation - negative, Service - Communication - negative, Service - Timeliness - negative )))

### Review: title: Garbage, content: Waited 47/48 hours for appointment to be canceled literally 20 minutes before the 48hours was up. Not even a reason for cancellation. You couldnt give me a different doctor; you just canceled my appointment without cause so i have to wait another48 hours for you or a week in person. This has been diagnosed by 3 different doctors already, i just need someone to write the prescription we know works for the diagnosed cause...whats the problem here? i take no time to get off your desk, why are you wasting my time, you could help me in 3 minutes but you wasted 96hours of my time instead. Just waited 3 hours on hold waiting for to know why my appointment was canceled before i was disconnected, great count down btw, 10 minutes remaining, an hour and a half later, 5 minutes remaining, an hour later 20 minutes remaining, 30minutes later call disconnects. Yep we found a real star earner hear. Dont waste your time here. ### Analysis: categories: Service, Service, Service, Service, aspects: Appointment, Cancellation, Communication, Timeliness, sentiments: negative, negative, negative, negative )))

### Review: title: Garbage, content: Waited 47/48 hours for appointment to be canceled literally 20 minutes before the 48hours was up. Not even a reason for cancellation. You couldnt give me a different doctor; you just canceled my appointment without cause so i have to wait another48 hours for you or a week in person. This has been diagnosed by 3 different doctors already, i just need someone to write the prescription we know works for the diagnosed cause...whats the problem here? i take no time to get off your desk, why are you wasting my time, you could help me in 3 minutes but you wasted 96hours of my time instead. Just waited 3 hours on hold waiting for to know why my appointment was canceled before i was disconnected, great count down btw, 10 minutes remaining, an hour and a half later, 5 minutes remaining, an hour later 20 minutes remaining, 30minutes later call disconnects. Yep we found a real star earner hear. Dont waste your time here. ### Analysis: categories: (Service, Service, Service, Service) aspects: (Appointment, Cancellation, Communication, Timeliness) sentiments: (negative, negative, negative, negative) )))

No way to communicate with provider

They claim you can message with your provider within 7 days of an appointment and call customer service after that. Called for a prescription refill to get me to my next scheduled appointment. First sent to a voicemail. Second I emailed the email address given in the teladoc voicemail message. They responded to call customer service. When I called I got a third party who said they have no way of getting a message to my provider I’ve already established with. While she was troubleshooting with her supervisor they disconnected the line with zero follow up., , I do not understand why it is IMPOSSIBLE to request a simple refill from a provider I have established with and have follow up scheduled. Teladoc is supposed to make getting mental health care easy however instead it has added SIGIFICANT ADDITIONAL ANXIETY to my life.

Healthcare, Healthcare, Healthcare

Communication, Service, Anxiety

Negative, Negative, Negative

Healthcare - Communication - Negative, Healthcare - Service - Negative, Healthcare - Anxiety - Negative

### USER: No way to communicate with provider: They claim you can message with your provider within 7 days of an appointment and call customer service after that. Called for a prescription refill to get me to my next scheduled appointment. First sent to a voicemail. Second I emailed the email address given in the teladoc voicemail message. They responded to call customer service. When I called I got a third party who said they have no way of getting a message to my provider I’ve already established with. While she was troubleshooting with her supervisor they disconnected the line with zero follow up., , I do not understand why it is IMPOSSIBLE to request a simple refill from a provider I have established with and have follow up scheduled. Teladoc is supposed to make getting mental health care easy however instead it has added SIGIFICANT ADDITIONAL ANXIETY to my life. ### ASSISTANT: Healthcare - Communication - Negative, Healthcare - Service - Negative, Healthcare - Anxiety - Negative )))

### Review: title: No way to communicate with provider, content: They claim you can message with your provider within 7 days of an appointment and call customer service after that. Called for a prescription refill to get me to my next scheduled appointment. First sent to a voicemail. Second I emailed the email address given in the teladoc voicemail message. They responded to call customer service. When I called I got a third party who said they have no way of getting a message to my provider I’ve already established with. While she was troubleshooting with her supervisor they disconnected the line with zero follow up., , I do not understand why it is IMPOSSIBLE to request a simple refill from a provider I have established with and have follow up scheduled. Teladoc is supposed to make getting mental health care easy however instead it has added SIGIFICANT ADDITIONAL ANXIETY to my life. ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Communication, Service, Anxiety, sentiments: Negative, Negative, Negative )))

### Review: title: No way to communicate with provider, content: They claim you can message with your provider within 7 days of an appointment and call customer service after that. Called for a prescription refill to get me to my next scheduled appointment. First sent to a voicemail. Second I emailed the email address given in the teladoc voicemail message. They responded to call customer service. When I called I got a third party who said they have no way of getting a message to my provider I’ve already established with. While she was troubleshooting with her supervisor they disconnected the line with zero follow up., , I do not understand why it is IMPOSSIBLE to request a simple refill from a provider I have established with and have follow up scheduled. Teladoc is supposed to make getting mental health care easy however instead it has added SIGIFICANT ADDITIONAL ANXIETY to my life. ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Communication, Service, Anxiety) sentiments: (Negative, Negative, Negative) )))

Not that great

You complete a form and the doctor replies back to you. There is no question and answer, no video interview, no easy way to communicate with the doctor afterwards. In my scenario it was the first time and I decided to give it a try for dermatology. It was free so why not. I completed the form, provided pictures and the doctor replied. He provided a few medications to treat the eczema. I wanted to ask the doc a question after he suggested Hydrocortisone 2.5 to treat it. I clicked the ‘follow up’ button to Ask if there was something else to treat it because I have always been told that hydrocortisone thins the skin and I don’t want to do that to my face. He replied that Hydrocortisone 2.5 is not strong enough to thin the skin with no other suggestions. Several of my previous doctors and All the major websites including research on Mayo Clinic says it does thin the skin. I did not mention that to the doctor, But You would think he knows that. The major point of frustration is the communication, it’s just not a good system. Now if you know what you need and want a doc to quick and easy handle it for you, this is a great way to do it, probably 5 stars good. If you need to properly communicate with your doctor this system is 1 star.

Communication, Communication, Communication, Communication, Treatment, Treatment

ease of communication, questions and answers, follow-up, explanation of treatment, effectiveness, doctor's knowledge

negative, negative, negative, negative, positive, negative

Communication - ease of communication - negative, Communication - questions and answers - negative, Communication - follow-up - negative, Communication - explanation of treatment - negative, Treatment - effectiveness - positive, Treatment - doctor's knowledge - negative

### USER: Not that great: You complete a form and the doctor replies back to you. There is no question and answer, no video interview, no easy way to communicate with the doctor afterwards. In my scenario it was the first time and I decided to give it a try for dermatology. It was free so why not. I completed the form, provided pictures and the doctor replied. He provided a few medications to treat the eczema. I wanted to ask the doc a question after he suggested Hydrocortisone 2.5 to treat it. I clicked the ‘follow up’ button to Ask if there was something else to treat it because I have always been told that hydrocortisone thins the skin and I don’t want to do that to my face. He replied that Hydrocortisone 2.5 is not strong enough to thin the skin with no other suggestions. Several of my previous doctors and All the major websites including research on Mayo Clinic says it does thin the skin. I did not mention that to the doctor, But You would think he knows that. The major point of frustration is the communication, it’s just not a good system. Now if you know what you need and want a doc to quick and easy handle it for you, this is a great way to do it, probably 5 stars good. If you need to properly communicate with your doctor this system is 1 star. ### ASSISTANT: Communication - ease of communication - negative, Communication - questions and answers - negative, Communication - follow-up - negative, Communication - explanation of treatment - negative, Treatment - effectiveness - positive, Treatment - doctor's knowledge - negative )))

### Review: title: Not that great, content: You complete a form and the doctor replies back to you. There is no question and answer, no video interview, no easy way to communicate with the doctor afterwards. In my scenario it was the first time and I decided to give it a try for dermatology. It was free so why not. I completed the form, provided pictures and the doctor replied. He provided a few medications to treat the eczema. I wanted to ask the doc a question after he suggested Hydrocortisone 2.5 to treat it. I clicked the ‘follow up’ button to Ask if there was something else to treat it because I have always been told that hydrocortisone thins the skin and I don’t want to do that to my face. He replied that Hydrocortisone 2.5 is not strong enough to thin the skin with no other suggestions. Several of my previous doctors and All the major websites including research on Mayo Clinic says it does thin the skin. I did not mention that to the doctor, But You would think he knows that. The major point of frustration is the communication, it’s just not a good system. Now if you know what you need and want a doc to quick and easy handle it for you, this is a great way to do it, probably 5 stars good. If you need to properly communicate with your doctor this system is 1 star. ### Analysis: categories: Communication, Communication, Communication, Communication, Treatment, Treatment, aspects: ease of communication, questions and answers, follow-up, explanation of treatment, effectiveness, doctor's knowledge, sentiments: negative, negative, negative, negative, positive, negative )))

### Review: title: Not that great, content: You complete a form and the doctor replies back to you. There is no question and answer, no video interview, no easy way to communicate with the doctor afterwards. In my scenario it was the first time and I decided to give it a try for dermatology. It was free so why not. I completed the form, provided pictures and the doctor replied. He provided a few medications to treat the eczema. I wanted to ask the doc a question after he suggested Hydrocortisone 2.5 to treat it. I clicked the ‘follow up’ button to Ask if there was something else to treat it because I have always been told that hydrocortisone thins the skin and I don’t want to do that to my face. He replied that Hydrocortisone 2.5 is not strong enough to thin the skin with no other suggestions. Several of my previous doctors and All the major websites including research on Mayo Clinic says it does thin the skin. I did not mention that to the doctor, But You would think he knows that. The major point of frustration is the communication, it’s just not a good system. Now if you know what you need and want a doc to quick and easy handle it for you, this is a great way to do it, probably 5 stars good. If you need to properly communicate with your doctor this system is 1 star. ### Analysis: categories: (Communication, Communication, Communication, Communication, Treatment, Treatment) aspects: (ease of communication, questions and answers, follow-up, explanation of treatment, effectiveness, doctor's knowledge) sentiments: (negative, negative, negative, negative, positive, negative) )))

The worst

Save yourself the headache. Useless, unprofessional, just ridiculous trying to speak to a doctor. I am trying to set up an appointment with behavioral health., I have tried now 4 times with no luck. My first scheduled appointment was canceled 10 minutes before the appointment. Second time was a joke, I waited online for 2 hours just to be sent a cold email that the provider was “ overwhelmed “ and could not make it to my appointment..... Imagine how the patient must feel at this point! Third time the new provider cancels on me 2 minutes before the scheduled appointment. Forget the fourth try🙁This seems so unprofessional to me. , , I WOULD NOT RECOMMEND THIS TO ANYONE., Save yourself the annoying run around,time and money and go see someone in person.

Service, Service, Service, Service

Appointment setup, Availability, Communication, Professionalism

negative, negative, negative, negative

Service - Appointment setup - negative, Service - Availability - negative, Service - Communication - negative, Service - Professionalism - negative

### USER: The worst: Save yourself the headache. Useless, unprofessional, just ridiculous trying to speak to a doctor. I am trying to set up an appointment with behavioral health., I have tried now 4 times with no luck. My first scheduled appointment was canceled 10 minutes before the appointment. Second time was a joke, I waited online for 2 hours just to be sent a cold email that the provider was “ overwhelmed “ and could not make it to my appointment..... Imagine how the patient must feel at this point! Third time the new provider cancels on me 2 minutes before the scheduled appointment. Forget the fourth try🙁This seems so unprofessional to me. , , I WOULD NOT RECOMMEND THIS TO ANYONE., Save yourself the annoying run around,time and money and go see someone in person. ### ASSISTANT: Service - Appointment setup - negative, Service - Availability - negative, Service - Communication - negative, Service - Professionalism - negative )))

### Review: title: The worst, content: Save yourself the headache. Useless, unprofessional, just ridiculous trying to speak to a doctor. I am trying to set up an appointment with behavioral health., I have tried now 4 times with no luck. My first scheduled appointment was canceled 10 minutes before the appointment. Second time was a joke, I waited online for 2 hours just to be sent a cold email that the provider was “ overwhelmed “ and could not make it to my appointment..... Imagine how the patient must feel at this point! Third time the new provider cancels on me 2 minutes before the scheduled appointment. Forget the fourth try🙁This seems so unprofessional to me. , , I WOULD NOT RECOMMEND THIS TO ANYONE., Save yourself the annoying run around,time and money and go see someone in person. ### Analysis: categories: Service, Service, Service, Service, aspects: Appointment setup, Availability, Communication, Professionalism, sentiments: negative, negative, negative, negative )))

### Review: title: The worst, content: Save yourself the headache. Useless, unprofessional, just ridiculous trying to speak to a doctor. I am trying to set up an appointment with behavioral health., I have tried now 4 times with no luck. My first scheduled appointment was canceled 10 minutes before the appointment. Second time was a joke, I waited online for 2 hours just to be sent a cold email that the provider was “ overwhelmed “ and could not make it to my appointment..... Imagine how the patient must feel at this point! Third time the new provider cancels on me 2 minutes before the scheduled appointment. Forget the fourth try🙁This seems so unprofessional to me. , , I WOULD NOT RECOMMEND THIS TO ANYONE., Save yourself the annoying run around,time and money and go see someone in person. ### Analysis: categories: (Service, Service, Service, Service) aspects: (Appointment setup, Availability, Communication, Professionalism) sentiments: (negative, negative, negative, negative) )))

Cancelled my requested visit without even try to contact me

After I called the help centers and wait for 2 hours for a phone call, the customer care representative told me that the doctor has tried to call me and couldn’t get a hold from me. I have been next to my phone for 2 hours waiting for a phone call, my phone works perfectly and has not missing calls . Surprisedly , after my complain the phone works again and I received a phone call right away . I have to request a new visit on the phone and sent another 10 mints providing all the same info again .very time consuming !!!!

Customer Care

Phone Call

negative

Customer Care - Phone Call - negative

### USER: Cancelled my requested visit without even try to contact me: After I called the help centers and wait for 2 hours for a phone call, the customer care representative told me that the doctor has tried to call me and couldn’t get a hold from me. I have been next to my phone for 2 hours waiting for a phone call, my phone works perfectly and has not missing calls . Surprisedly , after my complain the phone works again and I received a phone call right away . I have to request a new visit on the phone and sent another 10 mints providing all the same info again .very time consuming !!!! ### ASSISTANT: Customer Care - Phone Call - negative )))

### Review: title: Cancelled my requested visit without even try to contact me, content: After I called the help centers and wait for 2 hours for a phone call, the customer care representative told me that the doctor has tried to call me and couldn’t get a hold from me. I have been next to my phone for 2 hours waiting for a phone call, my phone works perfectly and has not missing calls . Surprisedly , after my complain the phone works again and I received a phone call right away . I have to request a new visit on the phone and sent another 10 mints providing all the same info again .very time consuming !!!! ### Analysis: categories: Customer Care, aspects: Phone Call, sentiments: negative )))

### Review: title: Cancelled my requested visit without even try to contact me, content: After I called the help centers and wait for 2 hours for a phone call, the customer care representative told me that the doctor has tried to call me and couldn’t get a hold from me. I have been next to my phone for 2 hours waiting for a phone call, my phone works perfectly and has not missing calls . Surprisedly , after my complain the phone works again and I received a phone call right away . I have to request a new visit on the phone and sent another 10 mints providing all the same info again .very time consuming !!!! ### Analysis: categories: (Customer Care) aspects: (Phone Call) sentiments: (negative) )))

It’s OK I guess

So, I decided to try this out last week, scheduling a Teladoc is only $15 with my company, so I figured what the heck why not. The doctor called promptly and was pleasant enough. I had a chest cold/sinus infection and felt really awful. I don’t usually bother with a doctor on these things, because yes they’re mostly viral and not to overuse antibiotics. For me to consider a doctor for this type of ailment, I usually am miserable, and only happens once a year or every other year or so. I’m not a big get-sick type, thank goodness. Long story short, I was trying to avoid sickening others and just making a call in hopes of getting an antibiotic because I was increasingly ill and my mucus was greenish yellow. To no avail, he told me to take Sudafed. Ok, let’s try it. Sure. That and mucinex. Two days later I was worse and my ears were clogged. I didn’t want to chance an ear infection and went to urgicare. They gave me the antibiotic prescription I needed and I began to feel progressively better day by day. I think there is no shortcut to being actually seen by a doctor.

Healthcare, Healthcare, Healthcare

Telehealth, Antibiotics, Doctor

Negative, Negative, Positive

Healthcare - Telehealth - Negative, Healthcare - Antibiotics - Negative, Healthcare - Doctor - Positive

### USER: It’s OK I guess: So, I decided to try this out last week, scheduling a Teladoc is only $15 with my company, so I figured what the heck why not. The doctor called promptly and was pleasant enough. I had a chest cold/sinus infection and felt really awful. I don’t usually bother with a doctor on these things, because yes they’re mostly viral and not to overuse antibiotics. For me to consider a doctor for this type of ailment, I usually am miserable, and only happens once a year or every other year or so. I’m not a big get-sick type, thank goodness. Long story short, I was trying to avoid sickening others and just making a call in hopes of getting an antibiotic because I was increasingly ill and my mucus was greenish yellow. To no avail, he told me to take Sudafed. Ok, let’s try it. Sure. That and mucinex. Two days later I was worse and my ears were clogged. I didn’t want to chance an ear infection and went to urgicare. They gave me the antibiotic prescription I needed and I began to feel progressively better day by day. I think there is no shortcut to being actually seen by a doctor. ### ASSISTANT: Healthcare - Telehealth - Negative, Healthcare - Antibiotics - Negative, Healthcare - Doctor - Positive )))

### Review: title: It’s OK I guess, content: So, I decided to try this out last week, scheduling a Teladoc is only $15 with my company, so I figured what the heck why not. The doctor called promptly and was pleasant enough. I had a chest cold/sinus infection and felt really awful. I don’t usually bother with a doctor on these things, because yes they’re mostly viral and not to overuse antibiotics. For me to consider a doctor for this type of ailment, I usually am miserable, and only happens once a year or every other year or so. I’m not a big get-sick type, thank goodness. Long story short, I was trying to avoid sickening others and just making a call in hopes of getting an antibiotic because I was increasingly ill and my mucus was greenish yellow. To no avail, he told me to take Sudafed. Ok, let’s try it. Sure. That and mucinex. Two days later I was worse and my ears were clogged. I didn’t want to chance an ear infection and went to urgicare. They gave me the antibiotic prescription I needed and I began to feel progressively better day by day. I think there is no shortcut to being actually seen by a doctor. ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Telehealth, Antibiotics, Doctor, sentiments: Negative, Negative, Positive )))

### Review: title: It’s OK I guess, content: So, I decided to try this out last week, scheduling a Teladoc is only $15 with my company, so I figured what the heck why not. The doctor called promptly and was pleasant enough. I had a chest cold/sinus infection and felt really awful. I don’t usually bother with a doctor on these things, because yes they’re mostly viral and not to overuse antibiotics. For me to consider a doctor for this type of ailment, I usually am miserable, and only happens once a year or every other year or so. I’m not a big get-sick type, thank goodness. Long story short, I was trying to avoid sickening others and just making a call in hopes of getting an antibiotic because I was increasingly ill and my mucus was greenish yellow. To no avail, he told me to take Sudafed. Ok, let’s try it. Sure. That and mucinex. Two days later I was worse and my ears were clogged. I didn’t want to chance an ear infection and went to urgicare. They gave me the antibiotic prescription I needed and I began to feel progressively better day by day. I think there is no shortcut to being actually seen by a doctor. ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Telehealth, Antibiotics, Doctor) sentiments: (Negative, Negative, Positive) )))

Great experience! Will definitely use again!

My husband got an allergic, contact dermatitis itchy rash while on vacation recently. Instead of suffering through it or waiting in a Covid-filled Urgent Care (and wasting precious vacation time), we used teledoc app, got an immediate video appt. The cost (with insurance) for the call was $5, and the TWO prescriptions the doc called in to the local pharmacy a mile from our hotel cost $5 total! So for $10 altogether, and the quick and convenient response, we were VERY satisfied!

Healthcare

Cost

Positive

Healthcare - Cost - Positive

### USER: Great experience! Will definitely use again!: My husband got an allergic, contact dermatitis itchy rash while on vacation recently. Instead of suffering through it or waiting in a Covid-filled Urgent Care (and wasting precious vacation time), we used teledoc app, got an immediate video appt. The cost (with insurance) for the call was $5, and the TWO prescriptions the doc called in to the local pharmacy a mile from our hotel cost $5 total! So for $10 altogether, and the quick and convenient response, we were VERY satisfied! ### ASSISTANT: Healthcare - Cost - Positive )))

### Review: title: Great experience! Will definitely use again!, content: My husband got an allergic, contact dermatitis itchy rash while on vacation recently. Instead of suffering through it or waiting in a Covid-filled Urgent Care (and wasting precious vacation time), we used teledoc app, got an immediate video appt. The cost (with insurance) for the call was $5, and the TWO prescriptions the doc called in to the local pharmacy a mile from our hotel cost $5 total! So for $10 altogether, and the quick and convenient response, we were VERY satisfied! ### Analysis: categories: Healthcare, aspects: Cost, sentiments: Positive )))

### Review: title: Great experience! Will definitely use again!, content: My husband got an allergic, contact dermatitis itchy rash while on vacation recently. Instead of suffering through it or waiting in a Covid-filled Urgent Care (and wasting precious vacation time), we used teledoc app, got an immediate video appt. The cost (with insurance) for the call was $5, and the TWO prescriptions the doc called in to the local pharmacy a mile from our hotel cost $5 total! So for $10 altogether, and the quick and convenient response, we were VERY satisfied! ### Analysis: categories: (Healthcare) aspects: (Cost) sentiments: (Positive) )))

Love Teledoc!

I heard about Teledoc through my work. So I decided to give it a try. So far I have used them three times two voice calls and one video call. The doctors got right back to me less than 5 mins and sent my prescription right away to the pharmacy. It was a one call that I made through their many years of experience they are able to dx and give me the advice and meds that I need to feel better. This was the best experience without getting in to my car to drive to the drs office urgent care hospital, no long waiting time to see them, no appointments needed, it was quick and they know they are doing. -Dr Patmas you are awsome!

Healthcare

Service

positive

Healthcare - Service - positive

### USER: Love Teledoc!: I heard about Teledoc through my work. So I decided to give it a try. So far I have used them three times two voice calls and one video call. The doctors got right back to me less than 5 mins and sent my prescription right away to the pharmacy. It was a one call that I made through their many years of experience they are able to dx and give me the advice and meds that I need to feel better. This was the best experience without getting in to my car to drive to the drs office urgent care hospital, no long waiting time to see them, no appointments needed, it was quick and they know they are doing. -Dr Patmas you are awsome! ### ASSISTANT: Healthcare - Service - positive )))

### Review: title: Love Teledoc!, content: I heard about Teledoc through my work. So I decided to give it a try. So far I have used them three times two voice calls and one video call. The doctors got right back to me less than 5 mins and sent my prescription right away to the pharmacy. It was a one call that I made through their many years of experience they are able to dx and give me the advice and meds that I need to feel better. This was the best experience without getting in to my car to drive to the drs office urgent care hospital, no long waiting time to see them, no appointments needed, it was quick and they know they are doing. -Dr Patmas you are awsome! ### Analysis: categories: Healthcare, aspects: Service, sentiments: positive )))

### Review: title: Love Teledoc!, content: I heard about Teledoc through my work. So I decided to give it a try. So far I have used them three times two voice calls and one video call. The doctors got right back to me less than 5 mins and sent my prescription right away to the pharmacy. It was a one call that I made through their many years of experience they are able to dx and give me the advice and meds that I need to feel better. This was the best experience without getting in to my car to drive to the drs office urgent care hospital, no long waiting time to see them, no appointments needed, it was quick and they know they are doing. -Dr Patmas you are awsome! ### Analysis: categories: (Healthcare) aspects: (Service) sentiments: (positive) )))

Mental health appointment was not honored

My first mental health appointment with Teladoc., , Despite being given many options and times to choose from, unlike general Teladoc calls, mental health calls with a psychiatrist require a week or so of wait time. No problem here., , So I make the appointment on a Monday, the Dr confirms it on Tuesday for one of our 3 available times based on both our calendars for Friday at 4p., , Friday at 4p arrives, I patiently wait for the call and it never comes. I check the app, and it confirms that indeed my appointment is for NOW., , I contact Teladoc support at 4:30 to ask what my next steps should be…long story short…nothing they are able to do. Recommendation is to make another appointment. Meaning: tough luck. You can wait another week, , I also emailed Teladoc support at 4:30p, but have yet to hear., , At 4:41p I get a text/ email from Teladoc telling me to check my app messages. The doctor denied my confirmed appointment. 41 minutes into the appointment? No chance to reschedule. No opportunity to interact and troubleshoot. , , The cancellation note provides a link to schedule with other providers. But it sends me to a list of therapists, who can’t prescribe Rxs. The system does not seem to differentiate between the specialists., , So here I am. Wasted a week, and am concerned will likely waste another one if I make another appointment and once again there is 0 accountability or follow through., , Terrible experience.

Scheduling

Appointment scheduling

negative

Scheduling - Appointment scheduling - negative

### USER: Mental health appointment was not honored: My first mental health appointment with Teladoc., , Despite being given many options and times to choose from, unlike general Teladoc calls, mental health calls with a psychiatrist require a week or so of wait time. No problem here., , So I make the appointment on a Monday, the Dr confirms it on Tuesday for one of our 3 available times based on both our calendars for Friday at 4p., , Friday at 4p arrives, I patiently wait for the call and it never comes. I check the app, and it confirms that indeed my appointment is for NOW., , I contact Teladoc support at 4:30 to ask what my next steps should be…long story short…nothing they are able to do. Recommendation is to make another appointment. Meaning: tough luck. You can wait another week, , I also emailed Teladoc support at 4:30p, but have yet to hear., , At 4:41p I get a text/ email from Teladoc telling me to check my app messages. The doctor denied my confirmed appointment. 41 minutes into the appointment? No chance to reschedule. No opportunity to interact and troubleshoot. , , The cancellation note provides a link to schedule with other providers. But it sends me to a list of therapists, who can’t prescribe Rxs. The system does not seem to differentiate between the specialists., , So here I am. Wasted a week, and am concerned will likely waste another one if I make another appointment and once again there is 0 accountability or follow through., , Terrible experience. ### ASSISTANT: Scheduling - Appointment scheduling - negative )))

### Review: title: Mental health appointment was not honored, content: My first mental health appointment with Teladoc., , Despite being given many options and times to choose from, unlike general Teladoc calls, mental health calls with a psychiatrist require a week or so of wait time. No problem here., , So I make the appointment on a Monday, the Dr confirms it on Tuesday for one of our 3 available times based on both our calendars for Friday at 4p., , Friday at 4p arrives, I patiently wait for the call and it never comes. I check the app, and it confirms that indeed my appointment is for NOW., , I contact Teladoc support at 4:30 to ask what my next steps should be…long story short…nothing they are able to do. Recommendation is to make another appointment. Meaning: tough luck. You can wait another week, , I also emailed Teladoc support at 4:30p, but have yet to hear., , At 4:41p I get a text/ email from Teladoc telling me to check my app messages. The doctor denied my confirmed appointment. 41 minutes into the appointment? No chance to reschedule. No opportunity to interact and troubleshoot. , , The cancellation note provides a link to schedule with other providers. But it sends me to a list of therapists, who can’t prescribe Rxs. The system does not seem to differentiate between the specialists., , So here I am. Wasted a week, and am concerned will likely waste another one if I make another appointment and once again there is 0 accountability or follow through., , Terrible experience. ### Analysis: categories: Scheduling, aspects: Appointment scheduling, sentiments: negative )))

### Review: title: Mental health appointment was not honored, content: My first mental health appointment with Teladoc., , Despite being given many options and times to choose from, unlike general Teladoc calls, mental health calls with a psychiatrist require a week or so of wait time. No problem here., , So I make the appointment on a Monday, the Dr confirms it on Tuesday for one of our 3 available times based on both our calendars for Friday at 4p., , Friday at 4p arrives, I patiently wait for the call and it never comes. I check the app, and it confirms that indeed my appointment is for NOW., , I contact Teladoc support at 4:30 to ask what my next steps should be…long story short…nothing they are able to do. Recommendation is to make another appointment. Meaning: tough luck. You can wait another week, , I also emailed Teladoc support at 4:30p, but have yet to hear., , At 4:41p I get a text/ email from Teladoc telling me to check my app messages. The doctor denied my confirmed appointment. 41 minutes into the appointment? No chance to reschedule. No opportunity to interact and troubleshoot. , , The cancellation note provides a link to schedule with other providers. But it sends me to a list of therapists, who can’t prescribe Rxs. The system does not seem to differentiate between the specialists., , So here I am. Wasted a week, and am concerned will likely waste another one if I make another appointment and once again there is 0 accountability or follow through., , Terrible experience. ### Analysis: categories: (Scheduling) aspects: (Appointment scheduling) sentiments: (negative) )))

Great when it works - headache when it doesn’t

I’ve been using this app for at least a year now, and have found the developers don’t do much to fix bugs with every update. For as long as I’ve used this app I have never been able to upload a photo from my camera roll. It loves to hang during the request process where I’ll need to start over again multiple times, it never saves my health insurance info so I always need to find my card to input that info, and if you’re unlucky enough to get a doctor who doesn’t understand how to troubleshoot their end then you’re stuck with never seeing the doctor because the video chat won’t connect. I’ve only had this last scenario occur 2-3 times with the same pediatrician in our area. Very irritating. , , However, if you don’t run into any of these problems (you will), then the service is pretty amazing! I don’t use the web portal much since I’m always mobile. Just wish they took this app more seriously.

Functionality, Functionality, Functionality, Service, Service

Video chat, Photo upload, Insurance info, Appointment availability, Video chat

negative, negative, negative, negative, positive

Functionality - Video chat - negative, Functionality - Photo upload - negative, Functionality - Insurance info - negative, Service - Appointment availability - negative, Service - Video chat - positive

### USER: Great when it works - headache when it doesn’t: I’ve been using this app for at least a year now, and have found the developers don’t do much to fix bugs with every update. For as long as I’ve used this app I have never been able to upload a photo from my camera roll. It loves to hang during the request process where I’ll need to start over again multiple times, it never saves my health insurance info so I always need to find my card to input that info, and if you’re unlucky enough to get a doctor who doesn’t understand how to troubleshoot their end then you’re stuck with never seeing the doctor because the video chat won’t connect. I’ve only had this last scenario occur 2-3 times with the same pediatrician in our area. Very irritating. , , However, if you don’t run into any of these problems (you will), then the service is pretty amazing! I don’t use the web portal much since I’m always mobile. Just wish they took this app more seriously. ### ASSISTANT: Functionality - Video chat - negative, Functionality - Photo upload - negative, Functionality - Insurance info - negative, Service - Appointment availability - negative, Service - Video chat - positive )))

### Review: title: Great when it works - headache when it doesn’t, content: I’ve been using this app for at least a year now, and have found the developers don’t do much to fix bugs with every update. For as long as I’ve used this app I have never been able to upload a photo from my camera roll. It loves to hang during the request process where I’ll need to start over again multiple times, it never saves my health insurance info so I always need to find my card to input that info, and if you’re unlucky enough to get a doctor who doesn’t understand how to troubleshoot their end then you’re stuck with never seeing the doctor because the video chat won’t connect. I’ve only had this last scenario occur 2-3 times with the same pediatrician in our area. Very irritating. , , However, if you don’t run into any of these problems (you will), then the service is pretty amazing! I don’t use the web portal much since I’m always mobile. Just wish they took this app more seriously. ### Analysis: categories: Functionality, Functionality, Functionality, Service, Service, aspects: Video chat, Photo upload, Insurance info, Appointment availability, Video chat, sentiments: negative, negative, negative, negative, positive )))

### Review: title: Great when it works - headache when it doesn’t, content: I’ve been using this app for at least a year now, and have found the developers don’t do much to fix bugs with every update. For as long as I’ve used this app I have never been able to upload a photo from my camera roll. It loves to hang during the request process where I’ll need to start over again multiple times, it never saves my health insurance info so I always need to find my card to input that info, and if you’re unlucky enough to get a doctor who doesn’t understand how to troubleshoot their end then you’re stuck with never seeing the doctor because the video chat won’t connect. I’ve only had this last scenario occur 2-3 times with the same pediatrician in our area. Very irritating. , , However, if you don’t run into any of these problems (you will), then the service is pretty amazing! I don’t use the web portal much since I’m always mobile. Just wish they took this app more seriously. ### Analysis: categories: (Functionality, Functionality, Functionality, Service, Service) aspects: (Video chat, Photo upload, Insurance info, Appointment availability, Video chat) sentiments: (negative, negative, negative, negative, positive) )))

3 doctors 3 weeks No appointment kept

I have been trying to get an appointment for 3 weeks, and I have been rescheduled by doctors who couldn’t keep the appointment time they had allowed to be scheduled for one reason or another. This morning was the last straw when I was completely stood up by the doctor at the set appointment time. I tried calling the help line and the best I could get was it was a personal issue, she hadn’t been “on the platform” for a while, and she even had appointments scheduled after me that she probably also stood up as well. Either I could try yet another doctor or I could try and reschedule with the one who stood me up. At this point I am going to be trying a different route entirely. I’m over this app.

App Experience

Service

Negative

App Experience - Service - Negative

### USER: 3 doctors 3 weeks No appointment kept: I have been trying to get an appointment for 3 weeks, and I have been rescheduled by doctors who couldn’t keep the appointment time they had allowed to be scheduled for one reason or another. This morning was the last straw when I was completely stood up by the doctor at the set appointment time. I tried calling the help line and the best I could get was it was a personal issue, she hadn’t been “on the platform” for a while, and she even had appointments scheduled after me that she probably also stood up as well. Either I could try yet another doctor or I could try and reschedule with the one who stood me up. At this point I am going to be trying a different route entirely. I’m over this app. ### ASSISTANT: App Experience - Service - Negative )))

### Review: title: 3 doctors 3 weeks No appointment kept, content: I have been trying to get an appointment for 3 weeks, and I have been rescheduled by doctors who couldn’t keep the appointment time they had allowed to be scheduled for one reason or another. This morning was the last straw when I was completely stood up by the doctor at the set appointment time. I tried calling the help line and the best I could get was it was a personal issue, she hadn’t been “on the platform” for a while, and she even had appointments scheduled after me that she probably also stood up as well. Either I could try yet another doctor or I could try and reschedule with the one who stood me up. At this point I am going to be trying a different route entirely. I’m over this app. ### Analysis: categories: App Experience, aspects: Service, sentiments: Negative )))

### Review: title: 3 doctors 3 weeks No appointment kept, content: I have been trying to get an appointment for 3 weeks, and I have been rescheduled by doctors who couldn’t keep the appointment time they had allowed to be scheduled for one reason or another. This morning was the last straw when I was completely stood up by the doctor at the set appointment time. I tried calling the help line and the best I could get was it was a personal issue, she hadn’t been “on the platform” for a while, and she even had appointments scheduled after me that she probably also stood up as well. Either I could try yet another doctor or I could try and reschedule with the one who stood me up. At this point I am going to be trying a different route entirely. I’m over this app. ### Analysis: categories: (App Experience) aspects: (Service) sentiments: (Negative) )))

Horrible. Used to be good. Now overloaded.

This used to be a great telehealth service but the last two times I have tried to connect over the last few months, the wait times have been horrific and then after over an hour of waiting each time, I get an email that states I missed their call. The first time this happened I called customer service and she helped me make sure that my phone didn’t block it. After we confirmed my phone settings were correct, I waited again and received the same email! I tried again today and guess what! Same email. I have been watching my phone like a hawk and they are not calling. I wouldn’t recommend this service. Horrible experience.

Telehealth

Wait times

negative

Telehealth - Wait times - negative

### USER: Horrible. Used to be good. Now overloaded.: This used to be a great telehealth service but the last two times I have tried to connect over the last few months, the wait times have been horrific and then after over an hour of waiting each time, I get an email that states I missed their call. The first time this happened I called customer service and she helped me make sure that my phone didn’t block it. After we confirmed my phone settings were correct, I waited again and received the same email! I tried again today and guess what! Same email. I have been watching my phone like a hawk and they are not calling. I wouldn’t recommend this service. Horrible experience. ### ASSISTANT: Telehealth - Wait times - negative )))

### Review: title: Horrible. Used to be good. Now overloaded., content: This used to be a great telehealth service but the last two times I have tried to connect over the last few months, the wait times have been horrific and then after over an hour of waiting each time, I get an email that states I missed their call. The first time this happened I called customer service and she helped me make sure that my phone didn’t block it. After we confirmed my phone settings were correct, I waited again and received the same email! I tried again today and guess what! Same email. I have been watching my phone like a hawk and they are not calling. I wouldn’t recommend this service. Horrible experience. ### Analysis: categories: Telehealth, aspects: Wait times, sentiments: negative )))

### Review: title: Horrible. Used to be good. Now overloaded., content: This used to be a great telehealth service but the last two times I have tried to connect over the last few months, the wait times have been horrific and then after over an hour of waiting each time, I get an email that states I missed their call. The first time this happened I called customer service and she helped me make sure that my phone didn’t block it. After we confirmed my phone settings were correct, I waited again and received the same email! I tried again today and guess what! Same email. I have been watching my phone like a hawk and they are not calling. I wouldn’t recommend this service. Horrible experience. ### Analysis: categories: (Telehealth) aspects: (Wait times) sentiments: (negative) )))

Excuse notes

In the event that you're sick and are unable to call in the day you call out be prepared to be lied to by a doctor that they will back date and cover all the days you're out on the excuse note. I wasn't able to call in because I unfortunately got extremely sick so I called in when I felt better, doctor said he would write those previous days in. When the note came in he didn't do that and only gave me one day, then asked to fix this issue since the doctor said he would explicitly do it, teledoc customer service said they wouldn't do anything for me either so now I'm out a valid reason for my sickness and got in trouble with work. Thanks teledoc this is the last time I use your terrible service.

Healthcare, Healthcare

Service, Customer service

negative, negative

Healthcare - Service - negative, Healthcare - Customer service - negative

### USER: Excuse notes: In the event that you're sick and are unable to call in the day you call out be prepared to be lied to by a doctor that they will back date and cover all the days you're out on the excuse note. I wasn't able to call in because I unfortunately got extremely sick so I called in when I felt better, doctor said he would write those previous days in. When the note came in he didn't do that and only gave me one day, then asked to fix this issue since the doctor said he would explicitly do it, teledoc customer service said they wouldn't do anything for me either so now I'm out a valid reason for my sickness and got in trouble with work. Thanks teledoc this is the last time I use your terrible service. ### ASSISTANT: Healthcare - Service - negative, Healthcare - Customer service - negative )))

### Review: title: Excuse notes, content: In the event that you're sick and are unable to call in the day you call out be prepared to be lied to by a doctor that they will back date and cover all the days you're out on the excuse note. I wasn't able to call in because I unfortunately got extremely sick so I called in when I felt better, doctor said he would write those previous days in. When the note came in he didn't do that and only gave me one day, then asked to fix this issue since the doctor said he would explicitly do it, teledoc customer service said they wouldn't do anything for me either so now I'm out a valid reason for my sickness and got in trouble with work. Thanks teledoc this is the last time I use your terrible service. ### Analysis: categories: Healthcare, Healthcare, aspects: Service, Customer service, sentiments: negative, negative )))

### Review: title: Excuse notes, content: In the event that you're sick and are unable to call in the day you call out be prepared to be lied to by a doctor that they will back date and cover all the days you're out on the excuse note. I wasn't able to call in because I unfortunately got extremely sick so I called in when I felt better, doctor said he would write those previous days in. When the note came in he didn't do that and only gave me one day, then asked to fix this issue since the doctor said he would explicitly do it, teledoc customer service said they wouldn't do anything for me either so now I'm out a valid reason for my sickness and got in trouble with work. Thanks teledoc this is the last time I use your terrible service. ### Analysis: categories: (Healthcare, Healthcare) aspects: (Service, Customer service) sentiments: (negative, negative) )))

Don’t Bother

Seemed like a good service with the rating it has received, however I didn’t enjoy the experience at all. The Dr was late calling, which in my mind I wait at the Drs office anyway so that didn’t really bother me. I felt like he didn’t listen to anything I said. His suggestions were things I had already told him, and when I told him I already tried his suggestion he just repeated his suggestion. I quickly realized that this was pointless and just agreed with his “suggestion.” I thanked him for his time, and he quickly hung up. I don’t even think he said bye. The total call lasted 5 minutes, and I felt like he was trying to get me off the phone. , , For those thinking about using this service, please don’t. I think it has the potential of causing a lot of harm to people. Especially if you use it for any mental health services. Do yourself a favor and go see someone in person.

Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, Health Services

Dr. Punctuality, Dr. Bedside Manner, Dr. Communication, Dr. Treatment Suggestions, Dr. Overall Rating, Platform Efficiency, Platform Credibility, Telemedicine Platform

Negative, Negative, Negative, Negative, Negative, Negative, Negative, Negative

Health Services - Dr. Punctuality - Negative, Health Services - Dr. Bedside Manner - Negative, Health Services - Dr. Communication - Negative, Health Services - Dr. Treatment Suggestions - Negative, Health Services - Dr. Overall Rating - Negative, Health Services - Platform Efficiency - Negative, Health Services - Platform Credibility - Negative, Health Services - Telemedicine Platform - Negative

### USER: Don’t Bother: Seemed like a good service with the rating it has received, however I didn’t enjoy the experience at all. The Dr was late calling, which in my mind I wait at the Drs office anyway so that didn’t really bother me. I felt like he didn’t listen to anything I said. His suggestions were things I had already told him, and when I told him I already tried his suggestion he just repeated his suggestion. I quickly realized that this was pointless and just agreed with his “suggestion.” I thanked him for his time, and he quickly hung up. I don’t even think he said bye. The total call lasted 5 minutes, and I felt like he was trying to get me off the phone. , , For those thinking about using this service, please don’t. I think it has the potential of causing a lot of harm to people. Especially if you use it for any mental health services. Do yourself a favor and go see someone in person. ### ASSISTANT: Health Services - Dr. Punctuality - Negative, Health Services - Dr. Bedside Manner - Negative, Health Services - Dr. Communication - Negative, Health Services - Dr. Treatment Suggestions - Negative, Health Services - Dr. Overall Rating - Negative, Health Services - Platform Efficiency - Negative, Health Services - Platform Credibility - Negative, Health Services - Telemedicine Platform - Negative )))

### Review: title: Don’t Bother, content: Seemed like a good service with the rating it has received, however I didn’t enjoy the experience at all. The Dr was late calling, which in my mind I wait at the Drs office anyway so that didn’t really bother me. I felt like he didn’t listen to anything I said. His suggestions were things I had already told him, and when I told him I already tried his suggestion he just repeated his suggestion. I quickly realized that this was pointless and just agreed with his “suggestion.” I thanked him for his time, and he quickly hung up. I don’t even think he said bye. The total call lasted 5 minutes, and I felt like he was trying to get me off the phone. , , For those thinking about using this service, please don’t. I think it has the potential of causing a lot of harm to people. Especially if you use it for any mental health services. Do yourself a favor and go see someone in person. ### Analysis: categories: Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, aspects: Dr. Punctuality, Dr. Bedside Manner, Dr. Communication, Dr. Treatment Suggestions, Dr. Overall Rating, Platform Efficiency, Platform Credibility, Telemedicine Platform, sentiments: Negative, Negative, Negative, Negative, Negative, Negative, Negative, Negative )))

### Review: title: Don’t Bother, content: Seemed like a good service with the rating it has received, however I didn’t enjoy the experience at all. The Dr was late calling, which in my mind I wait at the Drs office anyway so that didn’t really bother me. I felt like he didn’t listen to anything I said. His suggestions were things I had already told him, and when I told him I already tried his suggestion he just repeated his suggestion. I quickly realized that this was pointless and just agreed with his “suggestion.” I thanked him for his time, and he quickly hung up. I don’t even think he said bye. The total call lasted 5 minutes, and I felt like he was trying to get me off the phone. , , For those thinking about using this service, please don’t. I think it has the potential of causing a lot of harm to people. Especially if you use it for any mental health services. Do yourself a favor and go see someone in person. ### Analysis: categories: (Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, Health Services, Health Services) aspects: (Dr. Punctuality, Dr. Bedside Manner, Dr. Communication, Dr. Treatment Suggestions, Dr. Overall Rating, Platform Efficiency, Platform Credibility, Telemedicine Platform) sentiments: (Negative, Negative, Negative, Negative, Negative, Negative, Negative, Negative) )))

Don’t let therapists know how miserable you are

My family is having two different experiences with therapy appointments. Two of us are both seeking therapy. I am seeking therapy because my loved one is struggling to a degree that I am at such a loss to help. 3 counselors now that my loved one has requested appointments with have denied them an appointment. I request appointments with these very same people and they offer me new times instead of denying me all together. It's breaking my heart. It feels like rejection when my loved one is already not coping very well. It's quite awful that at a time when someone is struggling pretty bad and they finally seek help, they can only hit roadblocks. Not just once but three times. It feels like cruelty, and these therapists continue to show up as options on my loved one's app. I'm not certain that my loved one is going to continue seeking help. Who would want to sign up for continuous rejection? We are both feeling pretty hopeless. I believe that the reason I am not denied is because my symptoms of sadness and struggle are rated mild and my loved one is rating those things at a higher level. So I recommend that anyone seeking help toggle those answers to their feelings as mild. Btw Please don’t tell me to call Teladoc. Customer service is nice and all when I call but there is nothing they can do. Thanks for finding a new and modern way to cause more harm. The end.

Appointments, Appointments, Appointments, Appointments, Appointments, Appointments

Availability, Scheduling, Responsiveness, Timeliness, Process, Effectiveness

Negative, Negative, Negative, Negative, Negative, Negative

Appointments - Availability - Negative, Appointments - Scheduling - Negative, Appointments - Responsiveness - Negative, Appointments - Timeliness - Negative, Appointments - Process - Negative, Appointments - Effectiveness - Negative

### USER: Don’t let therapists know how miserable you are: My family is having two different experiences with therapy appointments. Two of us are both seeking therapy. I am seeking therapy because my loved one is struggling to a degree that I am at such a loss to help. 3 counselors now that my loved one has requested appointments with have denied them an appointment. I request appointments with these very same people and they offer me new times instead of denying me all together. It's breaking my heart. It feels like rejection when my loved one is already not coping very well. It's quite awful that at a time when someone is struggling pretty bad and they finally seek help, they can only hit roadblocks. Not just once but three times. It feels like cruelty, and these therapists continue to show up as options on my loved one's app. I'm not certain that my loved one is going to continue seeking help. Who would want to sign up for continuous rejection? We are both feeling pretty hopeless. I believe that the reason I am not denied is because my symptoms of sadness and struggle are rated mild and my loved one is rating those things at a higher level. So I recommend that anyone seeking help toggle those answers to their feelings as mild. Btw Please don’t tell me to call Teladoc. Customer service is nice and all when I call but there is nothing they can do. Thanks for finding a new and modern way to cause more harm. The end. ### ASSISTANT: Appointments - Availability - Negative, Appointments - Scheduling - Negative, Appointments - Responsiveness - Negative, Appointments - Timeliness - Negative, Appointments - Process - Negative, Appointments - Effectiveness - Negative )))

### Review: title: Don’t let therapists know how miserable you are, content: My family is having two different experiences with therapy appointments. Two of us are both seeking therapy. I am seeking therapy because my loved one is struggling to a degree that I am at such a loss to help. 3 counselors now that my loved one has requested appointments with have denied them an appointment. I request appointments with these very same people and they offer me new times instead of denying me all together. It's breaking my heart. It feels like rejection when my loved one is already not coping very well. It's quite awful that at a time when someone is struggling pretty bad and they finally seek help, they can only hit roadblocks. Not just once but three times. It feels like cruelty, and these therapists continue to show up as options on my loved one's app. I'm not certain that my loved one is going to continue seeking help. Who would want to sign up for continuous rejection? We are both feeling pretty hopeless. I believe that the reason I am not denied is because my symptoms of sadness and struggle are rated mild and my loved one is rating those things at a higher level. So I recommend that anyone seeking help toggle those answers to their feelings as mild. Btw Please don’t tell me to call Teladoc. Customer service is nice and all when I call but there is nothing they can do. Thanks for finding a new and modern way to cause more harm. The end. ### Analysis: categories: Appointments, Appointments, Appointments, Appointments, Appointments, Appointments, aspects: Availability, Scheduling, Responsiveness, Timeliness, Process, Effectiveness, sentiments: Negative, Negative, Negative, Negative, Negative, Negative )))

### Review: title: Don’t let therapists know how miserable you are, content: My family is having two different experiences with therapy appointments. Two of us are both seeking therapy. I am seeking therapy because my loved one is struggling to a degree that I am at such a loss to help. 3 counselors now that my loved one has requested appointments with have denied them an appointment. I request appointments with these very same people and they offer me new times instead of denying me all together. It's breaking my heart. It feels like rejection when my loved one is already not coping very well. It's quite awful that at a time when someone is struggling pretty bad and they finally seek help, they can only hit roadblocks. Not just once but three times. It feels like cruelty, and these therapists continue to show up as options on my loved one's app. I'm not certain that my loved one is going to continue seeking help. Who would want to sign up for continuous rejection? We are both feeling pretty hopeless. I believe that the reason I am not denied is because my symptoms of sadness and struggle are rated mild and my loved one is rating those things at a higher level. So I recommend that anyone seeking help toggle those answers to their feelings as mild. Btw Please don’t tell me to call Teladoc. Customer service is nice and all when I call but there is nothing they can do. Thanks for finding a new and modern way to cause more harm. The end. ### Analysis: categories: (Appointments, Appointments, Appointments, Appointments, Appointments, Appointments) aspects: (Availability, Scheduling, Responsiveness, Timeliness, Process, Effectiveness) sentiments: (Negative, Negative, Negative, Negative, Negative, Negative) )))

WASTE OF TIME

I checked into the queue at 9:30am and carried my phone waiting for notification that my doctor was ready to see me. At 7:34pm I finally got the text with the link and clicked on it. At 7:35pm I received another text saying “your provider has made an unsuccessful attempt to see you”. TEN HOURS and then your doctor gives ONE MINUTE of wait time! RIDICULOUS! My husband tweeted at Teladoc and minutes later the doctor was reviewing my chart as I was in the waiting room. At 7:52pm a second “unsuccessful attempt” text message was sent to me. At this point my husband is PMing with support who assure me that I am next in line to see the doctor so I get right back on. It’s now 8:40pm, no doctor and I’m still in the waiting room! I get repeated text messages about “extended wait times”. This has literally been the entirety of my day and I have not yet seen a doctor. As I stated above, a complete waste of time!

Functionality

Wait time

Negative

Functionality - Wait time - Negative

### USER: WASTE OF TIME: I checked into the queue at 9:30am and carried my phone waiting for notification that my doctor was ready to see me. At 7:34pm I finally got the text with the link and clicked on it. At 7:35pm I received another text saying “your provider has made an unsuccessful attempt to see you”. TEN HOURS and then your doctor gives ONE MINUTE of wait time! RIDICULOUS! My husband tweeted at Teladoc and minutes later the doctor was reviewing my chart as I was in the waiting room. At 7:52pm a second “unsuccessful attempt” text message was sent to me. At this point my husband is PMing with support who assure me that I am next in line to see the doctor so I get right back on. It’s now 8:40pm, no doctor and I’m still in the waiting room! I get repeated text messages about “extended wait times”. This has literally been the entirety of my day and I have not yet seen a doctor. As I stated above, a complete waste of time! ### ASSISTANT: Functionality - Wait time - Negative )))

### Review: title: WASTE OF TIME, content: I checked into the queue at 9:30am and carried my phone waiting for notification that my doctor was ready to see me. At 7:34pm I finally got the text with the link and clicked on it. At 7:35pm I received another text saying “your provider has made an unsuccessful attempt to see you”. TEN HOURS and then your doctor gives ONE MINUTE of wait time! RIDICULOUS! My husband tweeted at Teladoc and minutes later the doctor was reviewing my chart as I was in the waiting room. At 7:52pm a second “unsuccessful attempt” text message was sent to me. At this point my husband is PMing with support who assure me that I am next in line to see the doctor so I get right back on. It’s now 8:40pm, no doctor and I’m still in the waiting room! I get repeated text messages about “extended wait times”. This has literally been the entirety of my day and I have not yet seen a doctor. As I stated above, a complete waste of time! ### Analysis: categories: Functionality, aspects: Wait time, sentiments: Negative )))

### Review: title: WASTE OF TIME, content: I checked into the queue at 9:30am and carried my phone waiting for notification that my doctor was ready to see me. At 7:34pm I finally got the text with the link and clicked on it. At 7:35pm I received another text saying “your provider has made an unsuccessful attempt to see you”. TEN HOURS and then your doctor gives ONE MINUTE of wait time! RIDICULOUS! My husband tweeted at Teladoc and minutes later the doctor was reviewing my chart as I was in the waiting room. At 7:52pm a second “unsuccessful attempt” text message was sent to me. At this point my husband is PMing with support who assure me that I am next in line to see the doctor so I get right back on. It’s now 8:40pm, no doctor and I’m still in the waiting room! I get repeated text messages about “extended wait times”. This has literally been the entirety of my day and I have not yet seen a doctor. As I stated above, a complete waste of time! ### Analysis: categories: (Functionality) aspects: (Wait time) sentiments: (Negative) )))

I won’t use them again

My workplace needed a note from a doctor verifying my symptoms after testing positive for covid. The first time I called the doctor said he can only write a note for 3 days off. He said if I still had the same symptoms (fever, cough, chills), call back in 3 days and get a note for 3 more days., After 3 days I had the same symptoms. I called back but got a different doctor. He said the Covid test was 3 days old, he needed a new test. I live in a rural area 20 miles from a pharmacy and urgent care… the whole point of a Teladoc is not needing to travel when you’re sick., I ended up driving to the urgent care for a test, and just got a note from them rather than call back into Teladoc and getting another bill. From now on I’ll just go to Urgent Care if I can’t get in to see my primary care physician.

Healthcare, Healthcare, Healthcare, Healthcare

Covid-test note issuance, Covid-test expiry policy, Location of care, Doctor communication

negative, negative, negative, negative

Healthcare - Covid-test note issuance - negative, Healthcare - Covid-test expiry policy - negative, Healthcare - Location of care - negative, Healthcare - Doctor communication - negative

### USER: I won’t use them again: My workplace needed a note from a doctor verifying my symptoms after testing positive for covid. The first time I called the doctor said he can only write a note for 3 days off. He said if I still had the same symptoms (fever, cough, chills), call back in 3 days and get a note for 3 more days., After 3 days I had the same symptoms. I called back but got a different doctor. He said the Covid test was 3 days old, he needed a new test. I live in a rural area 20 miles from a pharmacy and urgent care… the whole point of a Teladoc is not needing to travel when you’re sick., I ended up driving to the urgent care for a test, and just got a note from them rather than call back into Teladoc and getting another bill. From now on I’ll just go to Urgent Care if I can’t get in to see my primary care physician. ### ASSISTANT: Healthcare - Covid-test note issuance - negative, Healthcare - Covid-test expiry policy - negative, Healthcare - Location of care - negative, Healthcare - Doctor communication - negative )))

### Review: title: I won’t use them again, content: My workplace needed a note from a doctor verifying my symptoms after testing positive for covid. The first time I called the doctor said he can only write a note for 3 days off. He said if I still had the same symptoms (fever, cough, chills), call back in 3 days and get a note for 3 more days., After 3 days I had the same symptoms. I called back but got a different doctor. He said the Covid test was 3 days old, he needed a new test. I live in a rural area 20 miles from a pharmacy and urgent care… the whole point of a Teladoc is not needing to travel when you’re sick., I ended up driving to the urgent care for a test, and just got a note from them rather than call back into Teladoc and getting another bill. From now on I’ll just go to Urgent Care if I can’t get in to see my primary care physician. ### Analysis: categories: Healthcare, Healthcare, Healthcare, Healthcare, aspects: Covid-test note issuance, Covid-test expiry policy, Location of care, Doctor communication, sentiments: negative, negative, negative, negative )))

### Review: title: I won’t use them again, content: My workplace needed a note from a doctor verifying my symptoms after testing positive for covid. The first time I called the doctor said he can only write a note for 3 days off. He said if I still had the same symptoms (fever, cough, chills), call back in 3 days and get a note for 3 more days., After 3 days I had the same symptoms. I called back but got a different doctor. He said the Covid test was 3 days old, he needed a new test. I live in a rural area 20 miles from a pharmacy and urgent care… the whole point of a Teladoc is not needing to travel when you’re sick., I ended up driving to the urgent care for a test, and just got a note from them rather than call back into Teladoc and getting another bill. From now on I’ll just go to Urgent Care if I can’t get in to see my primary care physician. ### Analysis: categories: (Healthcare, Healthcare, Healthcare, Healthcare) aspects: (Covid-test note issuance, Covid-test expiry policy, Location of care, Doctor communication) sentiments: (negative, negative, negative, negative) )))

Waste of time

I don’t understand why it’s so difficult to schedule an appt for mental health. They give you dates and times to choose to see if the doctor will accept. They DECLINE every time! They should instead have the times and dates an appt is available. I’ve tried time and time again to schedule an appt and I’m so frustrated with this service. You can’t talk to anyone about scheduling an appt for mental health that all has to be done on the app according to the last representative I spoke with. Not to mention the first time I scheduled the doctor sent a message to find another provider but then I get another message from the app saying I missed my appt. I don’t understand why it’s so difficult to get mental health help. I had really high hopes for this app but sadly it’s not there. I can’t say anything about the other services since I haven’t tried them.

Scheduling, Scheduling, Communication, Efficacy, Overall

Appointment Availability, Appointment Process, Appointment Communication, Mental Health Support, Service Expectations

Negative, Negative, Negative, Negative, Negative

Scheduling - Appointment Availability - Negative, Scheduling - Appointment Process - Negative, Communication - Appointment Communication - Negative, Efficacy - Mental Health Support - Negative, Overall - Service Expectations - Negative

### USER: Waste of time: I don’t understand why it’s so difficult to schedule an appt for mental health. They give you dates and times to choose to see if the doctor will accept. They DECLINE every time! They should instead have the times and dates an appt is available. I’ve tried time and time again to schedule an appt and I’m so frustrated with this service. You can’t talk to anyone about scheduling an appt for mental health that all has to be done on the app according to the last representative I spoke with. Not to mention the first time I scheduled the doctor sent a message to find another provider but then I get another message from the app saying I missed my appt. I don’t understand why it’s so difficult to get mental health help. I had really high hopes for this app but sadly it’s not there. I can’t say anything about the other services since I haven’t tried them. ### ASSISTANT: Scheduling - Appointment Availability - Negative, Scheduling - Appointment Process - Negative, Communication - Appointment Communication - Negative, Efficacy - Mental Health Support - Negative, Overall - Service Expectations - Negative )))

### Review: title: Waste of time, content: I don’t understand why it’s so difficult to schedule an appt for mental health. They give you dates and times to choose to see if the doctor will accept. They DECLINE every time! They should instead have the times and dates an appt is available. I’ve tried time and time again to schedule an appt and I’m so frustrated with this service. You can’t talk to anyone about scheduling an appt for mental health that all has to be done on the app according to the last representative I spoke with. Not to mention the first time I scheduled the doctor sent a message to find another provider but then I get another message from the app saying I missed my appt. I don’t understand why it’s so difficult to get mental health help. I had really high hopes for this app but sadly it’s not there. I can’t say anything about the other services since I haven’t tried them. ### Analysis: categories: Scheduling, Scheduling, Communication, Efficacy, Overall, aspects: Appointment Availability, Appointment Process, Appointment Communication, Mental Health Support, Service Expectations, sentiments: Negative, Negative, Negative, Negative, Negative )))

### Review: title: Waste of time, content: I don’t understand why it’s so difficult to schedule an appt for mental health. They give you dates and times to choose to see if the doctor will accept. They DECLINE every time! They should instead have the times and dates an appt is available. I’ve tried time and time again to schedule an appt and I’m so frustrated with this service. You can’t talk to anyone about scheduling an appt for mental health that all has to be done on the app according to the last representative I spoke with. Not to mention the first time I scheduled the doctor sent a message to find another provider but then I get another message from the app saying I missed my appt. I don’t understand why it’s so difficult to get mental health help. I had really high hopes for this app but sadly it’s not there. I can’t say anything about the other services since I haven’t tried them. ### Analysis: categories: (Scheduling, Scheduling, Communication, Efficacy, Overall) aspects: (Appointment Availability, Appointment Process, Appointment Communication, Mental Health Support, Service Expectations) sentiments: (Negative, Negative, Negative, Negative, Negative) )))

App needs work as does service

I’ve been using this app today as I have been waiting over 16 hours in the queue at this point. My two problems beside the wait time are these: 1) the app uses tons of battery and seems to be what overheated my phone. 2) The only information I have gotten since I got put in the queue is a static message saying “We apologize for the wait. You are still in the queue for the next available provider.” I really am not certain if my screen has got stuck on that, or if I am truly in a queue. And there is no way to check. Every once in a while, the app asks me if I am still here, but that doesn’t seem on any regular timetable. There needs to be more information shared while you are waiting in a queue so you can make better decisions about what to do about your health and where best to spend your time, energy and money. Maybe an estimated time could be displayed? Or something that shows the app is still working - a change in information every so often. Something!! This is the worse medical appointment experience of my life, other than the time a phlebotomist sprayed blood all over my blouse many years back. I used Dr. On Demand last year twice and the experience was dramatically better.

App, App, App, App, App, App, App

Queue Time, Battery Consumption, Phone Overheating, Queue Information, User Interface, App Responsiveness, Communication

negative, negative, negative, negative, negative, negative, negative

App - Queue Time - negative, App - Battery Consumption - negative, App - Phone Overheating - negative, App - Queue Information - negative, App - User Interface - negative, App - App Responsiveness - negative, App - Communication - negative

### USER: App needs work as does service: I’ve been using this app today as I have been waiting over 16 hours in the queue at this point. My two problems beside the wait time are these: 1) the app uses tons of battery and seems to be what overheated my phone. 2) The only information I have gotten since I got put in the queue is a static message saying “We apologize for the wait. You are still in the queue for the next available provider.” I really am not certain if my screen has got stuck on that, or if I am truly in a queue. And there is no way to check. Every once in a while, the app asks me if I am still here, but that doesn’t seem on any regular timetable. There needs to be more information shared while you are waiting in a queue so you can make better decisions about what to do about your health and where best to spend your time, energy and money. Maybe an estimated time could be displayed? Or something that shows the app is still working - a change in information every so often. Something!! This is the worse medical appointment experience of my life, other than the time a phlebotomist sprayed blood all over my blouse many years back. I used Dr. On Demand last year twice and the experience was dramatically better. ### ASSISTANT: App - Queue Time - negative, App - Battery Consumption - negative, App - Phone Overheating - negative, App - Queue Information - negative, App - User Interface - negative, App - App Responsiveness - negative, App - Communication - negative )))

### Review: title: App needs work as does service, content: I’ve been using this app today as I have been waiting over 16 hours in the queue at this point. My two problems beside the wait time are these: 1) the app uses tons of battery and seems to be what overheated my phone. 2) The only information I have gotten since I got put in the queue is a static message saying “We apologize for the wait. You are still in the queue for the next available provider.” I really am not certain if my screen has got stuck on that, or if I am truly in a queue. And there is no way to check. Every once in a while, the app asks me if I am still here, but that doesn’t seem on any regular timetable. There needs to be more information shared while you are waiting in a queue so you can make better decisions about what to do about your health and where best to spend your time, energy and money. Maybe an estimated time could be displayed? Or something that shows the app is still working - a change in information every so often. Something!! This is the worse medical appointment experience of my life, other than the time a phlebotomist sprayed blood all over my blouse many years back. I used Dr. On Demand last year twice and the experience was dramatically better. ### Analysis: categories: App, App, App, App, App, App, App, aspects: Queue Time, Battery Consumption, Phone Overheating, Queue Information, User Interface, App Responsiveness, Communication, sentiments: negative, negative, negative, negative, negative, negative, negative )))

### Review: title: App needs work as does service, content: I’ve been using this app today as I have been waiting over 16 hours in the queue at this point. My two problems beside the wait time are these: 1) the app uses tons of battery and seems to be what overheated my phone. 2) The only information I have gotten since I got put in the queue is a static message saying “We apologize for the wait. You are still in the queue for the next available provider.” I really am not certain if my screen has got stuck on that, or if I am truly in a queue. And there is no way to check. Every once in a while, the app asks me if I am still here, but that doesn’t seem on any regular timetable. There needs to be more information shared while you are waiting in a queue so you can make better decisions about what to do about your health and where best to spend your time, energy and money. Maybe an estimated time could be displayed? Or something that shows the app is still working - a change in information every so often. Something!! This is the worse medical appointment experience of my life, other than the time a phlebotomist sprayed blood all over my blouse many years back. I used Dr. On Demand last year twice and the experience was dramatically better. ### Analysis: categories: (App, App, App, App, App, App, App) aspects: (Queue Time, Battery Consumption, Phone Overheating, Queue Information, User Interface, App Responsiveness, Communication) sentiments: (negative, negative, negative, negative, negative, negative, negative) )))

The App is horrible

The services provided by Teladoc are wonderful. Fast appointments, good doctors and great help for mental therapy. , With that being said I’ve NEVER dealt with a worse app. 95% of the time I can’t login because I get hit with “Internal Error”. 50% of the time I get in and still can’t read my messages. I get alerts that are dated and the worst is when I’m told my insurance won’t cover appointments that I know it will. A phone call direct to Teladoc usually corrects this. , As someone who uses this weekly I can’t tell you how frustrating this can be. From my understanding from the doctors side they deal with just as much garbage. Teladoc really needs to correct this.

App-Review:, App-Review:

App, Service

negative, positive

App-Review: - App - negative, App-Review: - Service - positive

### USER: The App is horrible: The services provided by Teladoc are wonderful. Fast appointments, good doctors and great help for mental therapy. , With that being said I’ve NEVER dealt with a worse app. 95% of the time I can’t login because I get hit with “Internal Error”. 50% of the time I get in and still can’t read my messages. I get alerts that are dated and the worst is when I’m told my insurance won’t cover appointments that I know it will. A phone call direct to Teladoc usually corrects this. , As someone who uses this weekly I can’t tell you how frustrating this can be. From my understanding from the doctors side they deal with just as much garbage. Teladoc really needs to correct this. ### ASSISTANT: App-Review: - App - negative, App-Review: - Service - positive )))

### Review: title: The App is horrible, content: The services provided by Teladoc are wonderful. Fast appointments, good doctors and great help for mental therapy. , With that being said I’ve NEVER dealt with a worse app. 95% of the time I can’t login because I get hit with “Internal Error”. 50% of the time I get in and still can’t read my messages. I get alerts that are dated and the worst is when I’m told my insurance won’t cover appointments that I know it will. A phone call direct to Teladoc usually corrects this. , As someone who uses this weekly I can’t tell you how frustrating this can be. From my understanding from the doctors side they deal with just as much garbage. Teladoc really needs to correct this. ### Analysis: categories: App-Review:, App-Review:, aspects: App, Service, sentiments: negative, positive )))

### Review: title: The App is horrible, content: The services provided by Teladoc are wonderful. Fast appointments, good doctors and great help for mental therapy. , With that being said I’ve NEVER dealt with a worse app. 95% of the time I can’t login because I get hit with “Internal Error”. 50% of the time I get in and still can’t read my messages. I get alerts that are dated and the worst is when I’m told my insurance won’t cover appointments that I know it will. A phone call direct to Teladoc usually corrects this. , As someone who uses this weekly I can’t tell you how frustrating this can be. From my understanding from the doctors side they deal with just as much garbage. Teladoc really needs to correct this. ### Analysis: categories: (App-Review:, App-Review:) aspects: (App, Service) sentiments: (negative, positive) )))

Love Teledoc!

We have used this service twice so far. While the app set-up is a bit long, especially if you have a toddler scream-crying with a bloody toe, it’s completely worth it for the immediate and compassionate care in the comfort of your home. Both doctors we’ve seen have asked relevant questions, listened intently, provided fast advice and care, and treated us so kindly with things like a simple yet genuine “I’m so sorry you’re in pain today”. This is the best thing ever. No more hemming and hawing over whether to go to urgent care for something not-so-urgent, but urgent enough not to wait for an appt and sit in a waiting room for forever. Love it!

Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience

App set-up, Immediate care, Compassionate care, Doctor's questions, Doctor's care, Doctor's treatment, Doctor's response, Convenience

Negative, Positive, Positive, Positive, Positive, Positive, Positive, Positive

Experience - App set-up - Negative, Experience - Immediate care - Positive, Experience - Compassionate care - Positive, Experience - Doctor's questions - Positive, Experience - Doctor's care - Positive, Experience - Doctor's treatment - Positive, Experience - Doctor's response - Positive, Experience - Convenience - Positive

### USER: Love Teledoc!: We have used this service twice so far. While the app set-up is a bit long, especially if you have a toddler scream-crying with a bloody toe, it’s completely worth it for the immediate and compassionate care in the comfort of your home. Both doctors we’ve seen have asked relevant questions, listened intently, provided fast advice and care, and treated us so kindly with things like a simple yet genuine “I’m so sorry you’re in pain today”. This is the best thing ever. No more hemming and hawing over whether to go to urgent care for something not-so-urgent, but urgent enough not to wait for an appt and sit in a waiting room for forever. Love it! ### ASSISTANT: Experience - App set-up - Negative, Experience - Immediate care - Positive, Experience - Compassionate care - Positive, Experience - Doctor's questions - Positive, Experience - Doctor's care - Positive, Experience - Doctor's treatment - Positive, Experience - Doctor's response - Positive, Experience - Convenience - Positive )))

### Review: title: Love Teledoc!, content: We have used this service twice so far. While the app set-up is a bit long, especially if you have a toddler scream-crying with a bloody toe, it’s completely worth it for the immediate and compassionate care in the comfort of your home. Both doctors we’ve seen have asked relevant questions, listened intently, provided fast advice and care, and treated us so kindly with things like a simple yet genuine “I’m so sorry you’re in pain today”. This is the best thing ever. No more hemming and hawing over whether to go to urgent care for something not-so-urgent, but urgent enough not to wait for an appt and sit in a waiting room for forever. Love it! ### Analysis: categories: Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience, aspects: App set-up, Immediate care, Compassionate care, Doctor's questions, Doctor's care, Doctor's treatment, Doctor's response, Convenience, sentiments: Negative, Positive, Positive, Positive, Positive, Positive, Positive, Positive )))

### Review: title: Love Teledoc!, content: We have used this service twice so far. While the app set-up is a bit long, especially if you have a toddler scream-crying with a bloody toe, it’s completely worth it for the immediate and compassionate care in the comfort of your home. Both doctors we’ve seen have asked relevant questions, listened intently, provided fast advice and care, and treated us so kindly with things like a simple yet genuine “I’m so sorry you’re in pain today”. This is the best thing ever. No more hemming and hawing over whether to go to urgent care for something not-so-urgent, but urgent enough not to wait for an appt and sit in a waiting room for forever. Love it! ### Analysis: categories: (Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience) aspects: (App set-up, Immediate care, Compassionate care, Doctor's questions, Doctor's care, Doctor's treatment, Doctor's response, Convenience) sentiments: (Negative, Positive, Positive, Positive, Positive, Positive, Positive, Positive) )))

Sorry excuse for a company

We had to use this service since it was thru our insurance provider. We were charged for the telehealth visit before we had the service but we paid it and the Dr. we had was fine—-BUT After we got out EOB it showed we overpaid. If you want to get a refund it will be a nightmare for you. All I can muster is the word SCAM. They will give you the run around i can only assume is in hope of you giving up on getting your money back that they have stolen from you. You get transferred to someone, wait on hold for 10 min and then it hangs up. You try to call billing and same thing, they look up your info and then put you on hold, endlessly and no one will ever call you back. If you are on the fence about using this service, please think twice. The business practice of their billing dept is some of the saddest I’ve ever had to deal with. Awful., Stay away!!!

Billing, Billing, Billing

Refund process, Customer service, Business practice

Negative, Negative, Negative

Billing - Refund process - Negative, Billing - Customer service - Negative, Billing - Business practice - Negative

### USER: Sorry excuse for a company: We had to use this service since it was thru our insurance provider. We were charged for the telehealth visit before we had the service but we paid it and the Dr. we had was fine—-BUT After we got out EOB it showed we overpaid. If you want to get a refund it will be a nightmare for you. All I can muster is the word SCAM. They will give you the run around i can only assume is in hope of you giving up on getting your money back that they have stolen from you. You get transferred to someone, wait on hold for 10 min and then it hangs up. You try to call billing and same thing, they look up your info and then put you on hold, endlessly and no one will ever call you back. If you are on the fence about using this service, please think twice. The business practice of their billing dept is some of the saddest I’ve ever had to deal with. Awful., Stay away!!! ### ASSISTANT: Billing - Refund process - Negative, Billing - Customer service - Negative, Billing - Business practice - Negative )))

### Review: title: Sorry excuse for a company, content: We had to use this service since it was thru our insurance provider. We were charged for the telehealth visit before we had the service but we paid it and the Dr. we had was fine—-BUT After we got out EOB it showed we overpaid. If you want to get a refund it will be a nightmare for you. All I can muster is the word SCAM. They will give you the run around i can only assume is in hope of you giving up on getting your money back that they have stolen from you. You get transferred to someone, wait on hold for 10 min and then it hangs up. You try to call billing and same thing, they look up your info and then put you on hold, endlessly and no one will ever call you back. If you are on the fence about using this service, please think twice. The business practice of their billing dept is some of the saddest I’ve ever had to deal with. Awful., Stay away!!! ### Analysis: categories: Billing, Billing, Billing, aspects: Refund process, Customer service, Business practice, sentiments: Negative, Negative, Negative )))

### Review: title: Sorry excuse for a company, content: We had to use this service since it was thru our insurance provider. We were charged for the telehealth visit before we had the service but we paid it and the Dr. we had was fine—-BUT After we got out EOB it showed we overpaid. If you want to get a refund it will be a nightmare for you. All I can muster is the word SCAM. They will give you the run around i can only assume is in hope of you giving up on getting your money back that they have stolen from you. You get transferred to someone, wait on hold for 10 min and then it hangs up. You try to call billing and same thing, they look up your info and then put you on hold, endlessly and no one will ever call you back. If you are on the fence about using this service, please think twice. The business practice of their billing dept is some of the saddest I’ve ever had to deal with. Awful., Stay away!!! ### Analysis: categories: (Billing, Billing, Billing) aspects: (Refund process, Customer service, Business practice) sentiments: (Negative, Negative, Negative) )))

I’d Give Zero

My last two interactions with Teladoc have been beyond awful. Most recently, they charged me my copay and I never even spoke to a doctor, just got an email that wasn’t even pertaining to my daughter or her condition (who the appointment was for). The email spoke about ailments in adults, and was almost an exact copy and paste from WebMD. I had to seek care elsewhere because she actually needed healthcare and not an email from a provider who didn’t even take time to speak to or look at her problem., , When I reached out to address my concerns, I never got to speak to a doctor, and they refused to refund my copay. Now I’ve filed a complaint with Aetna, and have my credit card company fighting the charge. 100% avoid these guys, they’re bottom feeders.

Customer service, Customer service, Customer service

communication, doctor, refund

negative, negative, negative

Customer service - communication - negative, Customer service - doctor - negative, Customer service - refund - negative

### USER: I’d Give Zero: My last two interactions with Teladoc have been beyond awful. Most recently, they charged me my copay and I never even spoke to a doctor, just got an email that wasn’t even pertaining to my daughter or her condition (who the appointment was for). The email spoke about ailments in adults, and was almost an exact copy and paste from WebMD. I had to seek care elsewhere because she actually needed healthcare and not an email from a provider who didn’t even take time to speak to or look at her problem., , When I reached out to address my concerns, I never got to speak to a doctor, and they refused to refund my copay. Now I’ve filed a complaint with Aetna, and have my credit card company fighting the charge. 100% avoid these guys, they’re bottom feeders. ### ASSISTANT: Customer service - communication - negative, Customer service - doctor - negative, Customer service - refund - negative )))

### Review: title: I’d Give Zero, content: My last two interactions with Teladoc have been beyond awful. Most recently, they charged me my copay and I never even spoke to a doctor, just got an email that wasn’t even pertaining to my daughter or her condition (who the appointment was for). The email spoke about ailments in adults, and was almost an exact copy and paste from WebMD. I had to seek care elsewhere because she actually needed healthcare and not an email from a provider who didn’t even take time to speak to or look at her problem., , When I reached out to address my concerns, I never got to speak to a doctor, and they refused to refund my copay. Now I’ve filed a complaint with Aetna, and have my credit card company fighting the charge. 100% avoid these guys, they’re bottom feeders. ### Analysis: categories: Customer service, Customer service, Customer service, aspects: communication, doctor, refund, sentiments: negative, negative, negative )))

### Review: title: I’d Give Zero, content: My last two interactions with Teladoc have been beyond awful. Most recently, they charged me my copay and I never even spoke to a doctor, just got an email that wasn’t even pertaining to my daughter or her condition (who the appointment was for). The email spoke about ailments in adults, and was almost an exact copy and paste from WebMD. I had to seek care elsewhere because she actually needed healthcare and not an email from a provider who didn’t even take time to speak to or look at her problem., , When I reached out to address my concerns, I never got to speak to a doctor, and they refused to refund my copay. Now I’ve filed a complaint with Aetna, and have my credit card company fighting the charge. 100% avoid these guys, they’re bottom feeders. ### Analysis: categories: (Customer service, Customer service, Customer service) aspects: (communication, doctor, refund) sentiments: (negative, negative, negative) )))

Don’t waste your money!!!

I used this service instead of going to the doctor to avoid missing work. It was an expensive lesson that I won’t make again. There was a 40-45 minute wait online after being told it was 15. Wrong diagnosis, wrong medication, and most disappointing of all is that I was not allowed to follow up with the doctor even though he told me to call if I needed or wanted to try a different medication. When I reached out 48 hours later, I was told I couldn’t follow up with the doctor with and to go see my primary physician. Why did I pay for this service only to be told to see my primary? I wasted over $110 between the call and what was prescribed AND I’m even sicker than I was when I used the service. Lesson learned,...the hard way.

Service, Service, Service, Service, Service, Service, Service, Service

Cost, Convenience, Wait Time, Diagnosis, Medication, Follow-Up, Utility, Overall

negative, negative, negative, negative, negative, negative, negative, negative

Service - Cost - negative, Service - Convenience - negative, Service - Wait Time - negative, Service - Diagnosis - negative, Service - Medication - negative, Service - Follow-Up - negative, Service - Utility - negative, Service - Overall - negative

### USER: Don’t waste your money!!!: I used this service instead of going to the doctor to avoid missing work. It was an expensive lesson that I won’t make again. There was a 40-45 minute wait online after being told it was 15. Wrong diagnosis, wrong medication, and most disappointing of all is that I was not allowed to follow up with the doctor even though he told me to call if I needed or wanted to try a different medication. When I reached out 48 hours later, I was told I couldn’t follow up with the doctor with and to go see my primary physician. Why did I pay for this service only to be told to see my primary? I wasted over $110 between the call and what was prescribed AND I’m even sicker than I was when I used the service. Lesson learned,...the hard way. ### ASSISTANT: Service - Cost - negative, Service - Convenience - negative, Service - Wait Time - negative, Service - Diagnosis - negative, Service - Medication - negative, Service - Follow-Up - negative, Service - Utility - negative, Service - Overall - negative )))

### Review: title: Don’t waste your money!!!, content: I used this service instead of going to the doctor to avoid missing work. It was an expensive lesson that I won’t make again. There was a 40-45 minute wait online after being told it was 15. Wrong diagnosis, wrong medication, and most disappointing of all is that I was not allowed to follow up with the doctor even though he told me to call if I needed or wanted to try a different medication. When I reached out 48 hours later, I was told I couldn’t follow up with the doctor with and to go see my primary physician. Why did I pay for this service only to be told to see my primary? I wasted over $110 between the call and what was prescribed AND I’m even sicker than I was when I used the service. Lesson learned,...the hard way. ### Analysis: categories: Service, Service, Service, Service, Service, Service, Service, Service, aspects: Cost, Convenience, Wait Time, Diagnosis, Medication, Follow-Up, Utility, Overall, sentiments: negative, negative, negative, negative, negative, negative, negative, negative )))

### Review: title: Don’t waste your money!!!, content: I used this service instead of going to the doctor to avoid missing work. It was an expensive lesson that I won’t make again. There was a 40-45 minute wait online after being told it was 15. Wrong diagnosis, wrong medication, and most disappointing of all is that I was not allowed to follow up with the doctor even though he told me to call if I needed or wanted to try a different medication. When I reached out 48 hours later, I was told I couldn’t follow up with the doctor with and to go see my primary physician. Why did I pay for this service only to be told to see my primary? I wasted over $110 between the call and what was prescribed AND I’m even sicker than I was when I used the service. Lesson learned,...the hard way. ### Analysis: categories: (Service, Service, Service, Service, Service, Service, Service, Service) aspects: (Cost, Convenience, Wait Time, Diagnosis, Medication, Follow-Up, Utility, Overall) sentiments: (negative, negative, negative, negative, negative, negative, negative, negative) )))

Phone Call Center

I would like to give some feedback on my Teladoc experience. Firstly the provider did not listen to my request for selvadin cream which would’ve helped to prevent scarring on my daughters abrasions on her knees. He provided some type of antibiotic that does not have the same therapeutic affect. The transmittal of the prescription was not received by Walgreens before they closed. This required me to make a call to the call center. The person who tried to manage my case was very confusing. She spoke extremely slowly and could not give direct answers to the questions. She would speak in very long clips many sentences without stopping to ensure understanding which then added to the confusion when I had to ask several questions to her to clarify what she said. Now due to the first provider not sending the prescription timely and not prescribing the medication I requestedI have to call a second time preventing my child from getting timely care. I’m very disappointed with my first experience with Teladoc.

Medicine, Medicine, Call Center, Call Center

Medication, Prescription, Support Staff, Communication

negative, negative, negative, negative

Medicine - Medication - negative, Medicine - Prescription - negative, Call Center - Support Staff - negative, Call Center - Communication - negative

### USER: Phone Call Center: I would like to give some feedback on my Teladoc experience. Firstly the provider did not listen to my request for selvadin cream which would’ve helped to prevent scarring on my daughters abrasions on her knees. He provided some type of antibiotic that does not have the same therapeutic affect. The transmittal of the prescription was not received by Walgreens before they closed. This required me to make a call to the call center. The person who tried to manage my case was very confusing. She spoke extremely slowly and could not give direct answers to the questions. She would speak in very long clips many sentences without stopping to ensure understanding which then added to the confusion when I had to ask several questions to her to clarify what she said. Now due to the first provider not sending the prescription timely and not prescribing the medication I requestedI have to call a second time preventing my child from getting timely care. I’m very disappointed with my first experience with Teladoc. ### ASSISTANT: Medicine - Medication - negative, Medicine - Prescription - negative, Call Center - Support Staff - negative, Call Center - Communication - negative )))

### Review: title: Phone Call Center, content: I would like to give some feedback on my Teladoc experience. Firstly the provider did not listen to my request for selvadin cream which would’ve helped to prevent scarring on my daughters abrasions on her knees. He provided some type of antibiotic that does not have the same therapeutic affect. The transmittal of the prescription was not received by Walgreens before they closed. This required me to make a call to the call center. The person who tried to manage my case was very confusing. She spoke extremely slowly and could not give direct answers to the questions. She would speak in very long clips many sentences without stopping to ensure understanding which then added to the confusion when I had to ask several questions to her to clarify what she said. Now due to the first provider not sending the prescription timely and not prescribing the medication I requestedI have to call a second time preventing my child from getting timely care. I’m very disappointed with my first experience with Teladoc. ### Analysis: categories: Medicine, Medicine, Call Center, Call Center, aspects: Medication, Prescription, Support Staff, Communication, sentiments: negative, negative, negative, negative )))

### Review: title: Phone Call Center, content: I would like to give some feedback on my Teladoc experience. Firstly the provider did not listen to my request for selvadin cream which would’ve helped to prevent scarring on my daughters abrasions on her knees. He provided some type of antibiotic that does not have the same therapeutic affect. The transmittal of the prescription was not received by Walgreens before they closed. This required me to make a call to the call center. The person who tried to manage my case was very confusing. She spoke extremely slowly and could not give direct answers to the questions. She would speak in very long clips many sentences without stopping to ensure understanding which then added to the confusion when I had to ask several questions to her to clarify what she said. Now due to the first provider not sending the prescription timely and not prescribing the medication I requestedI have to call a second time preventing my child from getting timely care. I’m very disappointed with my first experience with Teladoc. ### Analysis: categories: (Medicine, Medicine, Call Center, Call Center) aspects: (Medication, Prescription, Support Staff, Communication) sentiments: (negative, negative, negative, negative) )))

Misleading Mailers

Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use - and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh - and now my VISIT is complete.

App-Review: ('Misleading Mailers', ': ', 'Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use, Communication, Functionality, Accuracy, Customer Support, Fees, Service

and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh, Clarity, Ease of Use, Information Accuracy, Responsiveness, Cost, Quality

and now my VISIT is complete.'), Negative, Positive, Negative, Negative, Negative, Negative

App-Review: ('Misleading Mailers', ': ', 'Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use - and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh - and now my VISIT is complete.'), Communication - Clarity - Negative, Functionality - Ease of Use - Positive, Accuracy - Information Accuracy - Negative, Customer Support - Responsiveness - Negative, Fees - Cost - Negative, Service - Quality - Negative

### USER: Misleading Mailers: Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use - and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh - and now my VISIT is complete. ### ASSISTANT: App-Review: ('Misleading Mailers', ': ', 'Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use - and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh - and now my VISIT is complete.'), Communication - Clarity - Negative, Functionality - Ease of Use - Positive, Accuracy - Information Accuracy - Negative, Customer Support - Responsiveness - Negative, Fees - Cost - Negative, Service - Quality - Negative )))

### Review: title: Misleading Mailers, content: Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use - and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh - and now my VISIT is complete. ### Analysis: categories: App-Review: ('Misleading Mailers', ': ', 'Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use, Communication, Functionality, Accuracy, Customer Support, Fees, Service, aspects: and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh, Clarity, Ease of Use, Information Accuracy, Responsiveness, Cost, Quality, sentiments: and now my VISIT is complete.'), Negative, Positive, Negative, Negative, Negative, Negative )))

### Review: title: Misleading Mailers, content: Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use - and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh - and now my VISIT is complete. ### Analysis: categories: (App-Review: ('Misleading Mailers', ': ', 'Received a mailer from teledoc informing me it had “important plan information enclosed”. Inside it said it was with my Aetna insurance and that treatments were $X and that I can use an am to schedule a visit. Now I’m a smart person but everything I did in the app was simple and intuitive to use, Communication, Functionality, Accuracy, Customer Support, Fees, Service) aspects: (and it told me my “visit” would result in a $25 copay once my visit was complete to a dermatologist. It also stated that “your credit card will not be charged anything today. When your visit is complete, we will contact your plan to verify this cost and will charge your card at that time”. I said okay and consented to their terms because I was going to be contacted when the “Next Available” dermatologist was available for an appointment. HOWEVER, I was doing all of this based on a mailer that I received in partnership with my provider, Aetna and this is about my plan with them. Now my shock came when 5 minutes later I was notified that my visit was complete!! What?!?!??! I didn’t read any literature about the app besides what was sent to me and no where on that paper does it say that it is all done via phone app. It came with a card like my insurance card and stated that they have a huge network of New York doctors available to me. Btw, my visit is complete and they want to charge me $25 because they told me blackheads on my chin are normal and that I can get a retinoid. Oh, Clarity, Ease of Use, Information Accuracy, Responsiveness, Cost, Quality) sentiments: (and now my VISIT is complete.'), Negative, Positive, Negative, Negative, Negative, Negative) )))

Why

Hello, I’m a 40 year old woman who currently takes advantage of this service because I am chronically ill from a work injury sustained in January 2017. I have been diagnosed from the MRI of Disc herniations and Avascular Necrosis from steroids used to treat chronic SI Joint dysfunction. The Avascular Necrosis so far is horribly in my hips, so as you can quite imagine, I’m in terrible pain. So I have to use this service for mental health needed from being in such Chronic pain. I have requested records from a provider of Teladoc name Anne Welty, but have tried on numerous attempts and have not succeeded due to the very lack of ability of the representatives that takes the calls. I have been seeing this provider since January of this year 2021 and she has prescribed me medication. I just can’t understand why they have me completing paper work and mailing it in if they are not going to complete the process on their behalf after singed and mailed in the HIPPA form... please help me obtain these records that Anne Welty claimed I should receive after completing the HIPPA Form.

Healthcare, Healthcare

Service, Process

negative, negative

Healthcare - Service - negative, Healthcare - Process - negative

### USER: Why: Hello, I’m a 40 year old woman who currently takes advantage of this service because I am chronically ill from a work injury sustained in January 2017. I have been diagnosed from the MRI of Disc herniations and Avascular Necrosis from steroids used to treat chronic SI Joint dysfunction. The Avascular Necrosis so far is horribly in my hips, so as you can quite imagine, I’m in terrible pain. So I have to use this service for mental health needed from being in such Chronic pain. I have requested records from a provider of Teladoc name Anne Welty, but have tried on numerous attempts and have not succeeded due to the very lack of ability of the representatives that takes the calls. I have been seeing this provider since January of this year 2021 and she has prescribed me medication. I just can’t understand why they have me completing paper work and mailing it in if they are not going to complete the process on their behalf after singed and mailed in the HIPPA form... please help me obtain these records that Anne Welty claimed I should receive after completing the HIPPA Form. ### ASSISTANT: Healthcare - Service - negative, Healthcare - Process - negative )))

### Review: title: Why, content: Hello, I’m a 40 year old woman who currently takes advantage of this service because I am chronically ill from a work injury sustained in January 2017. I have been diagnosed from the MRI of Disc herniations and Avascular Necrosis from steroids used to treat chronic SI Joint dysfunction. The Avascular Necrosis so far is horribly in my hips, so as you can quite imagine, I’m in terrible pain. So I have to use this service for mental health needed from being in such Chronic pain. I have requested records from a provider of Teladoc name Anne Welty, but have tried on numerous attempts and have not succeeded due to the very lack of ability of the representatives that takes the calls. I have been seeing this provider since January of this year 2021 and she has prescribed me medication. I just can’t understand why they have me completing paper work and mailing it in if they are not going to complete the process on their behalf after singed and mailed in the HIPPA form... please help me obtain these records that Anne Welty claimed I should receive after completing the HIPPA Form. ### Analysis: categories: Healthcare, Healthcare, aspects: Service, Process, sentiments: negative, negative )))

### Review: title: Why, content: Hello, I’m a 40 year old woman who currently takes advantage of this service because I am chronically ill from a work injury sustained in January 2017. I have been diagnosed from the MRI of Disc herniations and Avascular Necrosis from steroids used to treat chronic SI Joint dysfunction. The Avascular Necrosis so far is horribly in my hips, so as you can quite imagine, I’m in terrible pain. So I have to use this service for mental health needed from being in such Chronic pain. I have requested records from a provider of Teladoc name Anne Welty, but have tried on numerous attempts and have not succeeded due to the very lack of ability of the representatives that takes the calls. I have been seeing this provider since January of this year 2021 and she has prescribed me medication. I just can’t understand why they have me completing paper work and mailing it in if they are not going to complete the process on their behalf after singed and mailed in the HIPPA form... please help me obtain these records that Anne Welty claimed I should receive after completing the HIPPA Form. ### Analysis: categories: (Healthcare, Healthcare) aspects: (Service, Process) sentiments: (negative, negative) )))

Affordable and convenient

I found this application one day desperately randomly searching for low cost mental health services. Downloaded the app, put in my insurance, searched through the list of mental health professionals, and was booked an appointment at no cost with my insurance plan. It’s easy and extremely convenient. No commitment. I can literally schedule anytime I want to whenever I feel the need for services. I love it. I love how they have other services as well. I will continue to use and refer to my family and whoever asks.

Services, Services, Services, Services

Appointment booking, Price, Commitment level, Availability

positive, positive, positive, positive

Services - Appointment booking - positive, Services - Price - positive, Services - Commitment level - positive, Services - Availability - positive

### USER: Affordable and convenient: I found this application one day desperately randomly searching for low cost mental health services. Downloaded the app, put in my insurance, searched through the list of mental health professionals, and was booked an appointment at no cost with my insurance plan. It’s easy and extremely convenient. No commitment. I can literally schedule anytime I want to whenever I feel the need for services. I love it. I love how they have other services as well. I will continue to use and refer to my family and whoever asks. ### ASSISTANT: Services - Appointment booking - positive, Services - Price - positive, Services - Commitment level - positive, Services - Availability - positive )))

### Review: title: Affordable and convenient, content: I found this application one day desperately randomly searching for low cost mental health services. Downloaded the app, put in my insurance, searched through the list of mental health professionals, and was booked an appointment at no cost with my insurance plan. It’s easy and extremely convenient. No commitment. I can literally schedule anytime I want to whenever I feel the need for services. I love it. I love how they have other services as well. I will continue to use and refer to my family and whoever asks. ### Analysis: categories: Services, Services, Services, Services, aspects: Appointment booking, Price, Commitment level, Availability, sentiments: positive, positive, positive, positive )))

### Review: title: Affordable and convenient, content: I found this application one day desperately randomly searching for low cost mental health services. Downloaded the app, put in my insurance, searched through the list of mental health professionals, and was booked an appointment at no cost with my insurance plan. It’s easy and extremely convenient. No commitment. I can literally schedule anytime I want to whenever I feel the need for services. I love it. I love how they have other services as well. I will continue to use and refer to my family and whoever asks. ### Analysis: categories: (Services, Services, Services, Services) aspects: (Appointment booking, Price, Commitment level, Availability) sentiments: (positive, positive, positive, positive) )))

Customer service lacking

Today, I set up an account, requested a visit and was prescribed medication—all was very professional and efficient. I was grateful to know that I could head straight from work to the pharmacy for an antibiotic to begin feeling better! However, at that point, this service became frustrating. The antibiotic never arrived at the pharmacy. The Teladoc online account indicates it wasnt prescribed (though the other prescribed medication was). Im sure it was an oversight, and I understand we are all human. But, The pharmacist and I made 4 separate calls, and all ended in extensive time on hold ( greater than 10 minutes each time) until finally being prompted to provide customer info. At that point the calls were all immediately disconnected. I also messaged the Teladoc message center and sent a separate email from the drop down choice “problem with a prescription” through the help center. 60 more minutes passed, and no calls or emails. I next submitted a Visit request and received a call from a provider within minutes. I hated to ask for a provider visit when I only needed to message a nurse, but I was running out of time before the pharmacy closing time. Please, fix or staff your help center/ message center, and/or create a better process/access for a patient to follow up. , ~ Thank you

Customer service

Help Center

negative

App-Review: ('Customer service lacking', ': ', 'Today, I set up an account, requested a visit and was prescribed medication—all was very professional and efficient. I was grateful to know that I could head straight from work to the pharmacy for an antibiotic to begin feeling better! However, at that point, this service became frustrating. The antibiotic never arrived at the pharmacy. The Teladoc online account indicates it wasnt prescribed (though the other prescribed medication was). Im sure it was an oversight, and I understand we are all human. But, The pharmacist and I made 4 separate calls, and all ended in extensive time on hold ( greater than 10 minutes each time) until finally being prompted to provide customer info. At that point the calls were all immediately disconnected. I also messaged the Teladoc message center and sent a separate email from the drop down choice “problem with a prescription” through the help center. 60 more minutes passed, and no calls or emails. I next submitted a Visit request and received a call from a provider within minutes. I hated to ask for a provider visit when I only needed to message a nurse, but I was running out of time before the pharmacy closing time. Please, fix or staff your help center/ message center, and/or create a better process/access for a patient to follow up. \n~ Thank you'), Customer service - Help Center - negative

### USER: Customer service lacking: Today, I set up an account, requested a visit and was prescribed medication—all was very professional and efficient. I was grateful to know that I could head straight from work to the pharmacy for an antibiotic to begin feeling better! However, at that point, this service became frustrating. The antibiotic never arrived at the pharmacy. The Teladoc online account indicates it wasnt prescribed (though the other prescribed medication was). Im sure it was an oversight, and I understand we are all human. But, The pharmacist and I made 4 separate calls, and all ended in extensive time on hold ( greater than 10 minutes each time) until finally being prompted to provide customer info. At that point the calls were all immediately disconnected. I also messaged the Teladoc message center and sent a separate email from the drop down choice “problem with a prescription” through the help center. 60 more minutes passed, and no calls or emails. I next submitted a Visit request and received a call from a provider within minutes. I hated to ask for a provider visit when I only needed to message a nurse, but I was running out of time before the pharmacy closing time. Please, fix or staff your help center/ message center, and/or create a better process/access for a patient to follow up. , ~ Thank you ### ASSISTANT: App-Review: ('Customer service lacking', ': ', 'Today, I set up an account, requested a visit and was prescribed medication—all was very professional and efficient. I was grateful to know that I could head straight from work to the pharmacy for an antibiotic to begin feeling better! However, at that point, this service became frustrating. The antibiotic never arrived at the pharmacy. The Teladoc online account indicates it wasnt prescribed (though the other prescribed medication was). Im sure it was an oversight, and I understand we are all human. But, The pharmacist and I made 4 separate calls, and all ended in extensive time on hold ( greater than 10 minutes each time) until finally being prompted to provide customer info. At that point the calls were all immediately disconnected. I also messaged the Teladoc message center and sent a separate email from the drop down choice “problem with a prescription” through the help center. 60 more minutes passed, and no calls or emails. I next submitted a Visit request and received a call from a provider within minutes. I hated to ask for a provider visit when I only needed to message a nurse, but I was running out of time before the pharmacy closing time. Please, fix or staff your help center/ message center, and/or create a better process/access for a patient to follow up. \n~ Thank you'), Customer service - Help Center - negative )))

### Review: title: Customer service lacking, content: Today, I set up an account, requested a visit and was prescribed medication—all was very professional and efficient. I was grateful to know that I could head straight from work to the pharmacy for an antibiotic to begin feeling better! However, at that point, this service became frustrating. The antibiotic never arrived at the pharmacy. The Teladoc online account indicates it wasnt prescribed (though the other prescribed medication was). Im sure it was an oversight, and I understand we are all human. But, The pharmacist and I made 4 separate calls, and all ended in extensive time on hold ( greater than 10 minutes each time) until finally being prompted to provide customer info. At that point the calls were all immediately disconnected. I also messaged the Teladoc message center and sent a separate email from the drop down choice “problem with a prescription” through the help center. 60 more minutes passed, and no calls or emails. I next submitted a Visit request and received a call from a provider within minutes. I hated to ask for a provider visit when I only needed to message a nurse, but I was running out of time before the pharmacy closing time. Please, fix or staff your help center/ message center, and/or create a better process/access for a patient to follow up. , ~ Thank you ### Analysis: categories: Customer service, aspects: Help Center, sentiments: negative )))

### Review: title: Customer service lacking, content: Today, I set up an account, requested a visit and was prescribed medication—all was very professional and efficient. I was grateful to know that I could head straight from work to the pharmacy for an antibiotic to begin feeling better! However, at that point, this service became frustrating. The antibiotic never arrived at the pharmacy. The Teladoc online account indicates it wasnt prescribed (though the other prescribed medication was). Im sure it was an oversight, and I understand we are all human. But, The pharmacist and I made 4 separate calls, and all ended in extensive time on hold ( greater than 10 minutes each time) until finally being prompted to provide customer info. At that point the calls were all immediately disconnected. I also messaged the Teladoc message center and sent a separate email from the drop down choice “problem with a prescription” through the help center. 60 more minutes passed, and no calls or emails. I next submitted a Visit request and received a call from a provider within minutes. I hated to ask for a provider visit when I only needed to message a nurse, but I was running out of time before the pharmacy closing time. Please, fix or staff your help center/ message center, and/or create a better process/access for a patient to follow up. , ~ Thank you ### Analysis: categories: (Customer service) aspects: (Help Center) sentiments: (negative) )))

Absolutely horrible platform

I scheduled an appointment to have a medication refilled because I am currently without insurance coverage and couldn’t afford the $300 office visit my primary care physician charges. So I found this app and saw that I could see a physician for $75. There is a disclaimer that pops up stating medication refills cannot be guaranteed, such as controlled substances, which my medication certainly is not. I then logged in and the physician spent 1 minute with me. He did not ask me a single thing about my health. He looked at the medication name and said he had tried to fill it for a patient before and wasn’t able to. So the doctor and platform are very aware of which drugs cannot be refilled but still allow patients to book an appointment and spend $75, knowing that the medication will not be able to be refilled. Stay far far away. There are much better options out there.

Service, Service, Cost

Medication refill, Doctor consultation, Consultation fee

Negative, Negative, Negative

Service - Medication refill - Negative, Service - Doctor consultation - Negative, Cost - Consultation fee - Negative

### USER: Absolutely horrible platform: I scheduled an appointment to have a medication refilled because I am currently without insurance coverage and couldn’t afford the $300 office visit my primary care physician charges. So I found this app and saw that I could see a physician for $75. There is a disclaimer that pops up stating medication refills cannot be guaranteed, such as controlled substances, which my medication certainly is not. I then logged in and the physician spent 1 minute with me. He did not ask me a single thing about my health. He looked at the medication name and said he had tried to fill it for a patient before and wasn’t able to. So the doctor and platform are very aware of which drugs cannot be refilled but still allow patients to book an appointment and spend $75, knowing that the medication will not be able to be refilled. Stay far far away. There are much better options out there. ### ASSISTANT: Service - Medication refill - Negative, Service - Doctor consultation - Negative, Cost - Consultation fee - Negative )))

### Review: title: Absolutely horrible platform, content: I scheduled an appointment to have a medication refilled because I am currently without insurance coverage and couldn’t afford the $300 office visit my primary care physician charges. So I found this app and saw that I could see a physician for $75. There is a disclaimer that pops up stating medication refills cannot be guaranteed, such as controlled substances, which my medication certainly is not. I then logged in and the physician spent 1 minute with me. He did not ask me a single thing about my health. He looked at the medication name and said he had tried to fill it for a patient before and wasn’t able to. So the doctor and platform are very aware of which drugs cannot be refilled but still allow patients to book an appointment and spend $75, knowing that the medication will not be able to be refilled. Stay far far away. There are much better options out there. ### Analysis: categories: Service, Service, Cost, aspects: Medication refill, Doctor consultation, Consultation fee, sentiments: Negative, Negative, Negative )))

### Review: title: Absolutely horrible platform, content: I scheduled an appointment to have a medication refilled because I am currently without insurance coverage and couldn’t afford the $300 office visit my primary care physician charges. So I found this app and saw that I could see a physician for $75. There is a disclaimer that pops up stating medication refills cannot be guaranteed, such as controlled substances, which my medication certainly is not. I then logged in and the physician spent 1 minute with me. He did not ask me a single thing about my health. He looked at the medication name and said he had tried to fill it for a patient before and wasn’t able to. So the doctor and platform are very aware of which drugs cannot be refilled but still allow patients to book an appointment and spend $75, knowing that the medication will not be able to be refilled. Stay far far away. There are much better options out there. ### Analysis: categories: (Service, Service, Cost) aspects: (Medication refill, Doctor consultation, Consultation fee) sentiments: (Negative, Negative, Negative) )))

Providers experience

I’ve been using Teledoc for a while now and the providers are usually pretty good. However the provider I had yesterday prescribed me ipratropium for an ear infection and a stuffy nose. Isn’t this used for a runny nose which I don’t have. ( Dr. Shannon Ellis). After I found out what the meds were for I was told if I wanted a new med I’d have to speak to another provider. I did and he was the worst I’ve ever experienced on teledoc (Dr. Kevin Henderson) he did not want to prescribe another prescription and tried to argue me down and tell me I had a busted ear drum which is not true because I’ve been treated for this in the past and it was an ear ache. I told the first dr the same symptoms and he didn’t say my ear drum was busted. (Dr. Kevin Henderson) was very rude and unprofessional. Seems like he only accepted the call for the pay.

Providers, Providers, Providers

Experience, Communication, Professionalism

negative, negative, negative

Providers - Experience - negative, Providers - Communication - negative, Providers - Professionalism - negative

### USER: Providers experience: I’ve been using Teledoc for a while now and the providers are usually pretty good. However the provider I had yesterday prescribed me ipratropium for an ear infection and a stuffy nose. Isn’t this used for a runny nose which I don’t have. ( Dr. Shannon Ellis). After I found out what the meds were for I was told if I wanted a new med I’d have to speak to another provider. I did and he was the worst I’ve ever experienced on teledoc (Dr. Kevin Henderson) he did not want to prescribe another prescription and tried to argue me down and tell me I had a busted ear drum which is not true because I’ve been treated for this in the past and it was an ear ache. I told the first dr the same symptoms and he didn’t say my ear drum was busted. (Dr. Kevin Henderson) was very rude and unprofessional. Seems like he only accepted the call for the pay. ### ASSISTANT: Providers - Experience - negative, Providers - Communication - negative, Providers - Professionalism - negative )))

### Review: title: Providers experience, content: I’ve been using Teledoc for a while now and the providers are usually pretty good. However the provider I had yesterday prescribed me ipratropium for an ear infection and a stuffy nose. Isn’t this used for a runny nose which I don’t have. ( Dr. Shannon Ellis). After I found out what the meds were for I was told if I wanted a new med I’d have to speak to another provider. I did and he was the worst I’ve ever experienced on teledoc (Dr. Kevin Henderson) he did not want to prescribe another prescription and tried to argue me down and tell me I had a busted ear drum which is not true because I’ve been treated for this in the past and it was an ear ache. I told the first dr the same symptoms and he didn’t say my ear drum was busted. (Dr. Kevin Henderson) was very rude and unprofessional. Seems like he only accepted the call for the pay. ### Analysis: categories: Providers, Providers, Providers, aspects: Experience, Communication, Professionalism, sentiments: negative, negative, negative )))

### Review: title: Providers experience, content: I’ve been using Teledoc for a while now and the providers are usually pretty good. However the provider I had yesterday prescribed me ipratropium for an ear infection and a stuffy nose. Isn’t this used for a runny nose which I don’t have. ( Dr. Shannon Ellis). After I found out what the meds were for I was told if I wanted a new med I’d have to speak to another provider. I did and he was the worst I’ve ever experienced on teledoc (Dr. Kevin Henderson) he did not want to prescribe another prescription and tried to argue me down and tell me I had a busted ear drum which is not true because I’ve been treated for this in the past and it was an ear ache. I told the first dr the same symptoms and he didn’t say my ear drum was busted. (Dr. Kevin Henderson) was very rude and unprofessional. Seems like he only accepted the call for the pay. ### Analysis: categories: (Providers, Providers, Providers) aspects: (Experience, Communication, Professionalism) sentiments: (negative, negative, negative) )))

Provider did not send RX to pharmacy like she advise she was & no help from anyone

I had a visit with a provider she said she would send a RX to my pharmacy , they never received it and on file no record of it just a very simple standard follow up message. I reached out to support team to see if I could send a message to the provider to see what happen because I get it things happen however no one could help me. Everyone stated complete another appointment , I wouldn’t have any issues however I would be charge $113 for the appointment since it’s within 24 hours of my initial visit. I spent hours on the phone hold time and being transferred to departments that could not help me or was a drop voicemail service. I even got transferred to CANADA and I live in NJ! Horrible experience

Healthcare, Healthcare, Healthcare

Support, Appointment, Pharmacy

Negative, Negative, Negative

Healthcare - Support - Negative, Healthcare - Appointment - Negative, Healthcare - Pharmacy - Negative

### USER: Provider did not send RX to pharmacy like she advise she was & no help from anyone: I had a visit with a provider she said she would send a RX to my pharmacy , they never received it and on file no record of it just a very simple standard follow up message. I reached out to support team to see if I could send a message to the provider to see what happen because I get it things happen however no one could help me. Everyone stated complete another appointment , I wouldn’t have any issues however I would be charge $113 for the appointment since it’s within 24 hours of my initial visit. I spent hours on the phone hold time and being transferred to departments that could not help me or was a drop voicemail service. I even got transferred to CANADA and I live in NJ! Horrible experience ### ASSISTANT: Healthcare - Support - Negative, Healthcare - Appointment - Negative, Healthcare - Pharmacy - Negative )))

### Review: title: Provider did not send RX to pharmacy like she advise she was & no help from anyone, content: I had a visit with a provider she said she would send a RX to my pharmacy , they never received it and on file no record of it just a very simple standard follow up message. I reached out to support team to see if I could send a message to the provider to see what happen because I get it things happen however no one could help me. Everyone stated complete another appointment , I wouldn’t have any issues however I would be charge $113 for the appointment since it’s within 24 hours of my initial visit. I spent hours on the phone hold time and being transferred to departments that could not help me or was a drop voicemail service. I even got transferred to CANADA and I live in NJ! Horrible experience ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Support, Appointment, Pharmacy, sentiments: Negative, Negative, Negative )))

### Review: title: Provider did not send RX to pharmacy like she advise she was & no help from anyone, content: I had a visit with a provider she said she would send a RX to my pharmacy , they never received it and on file no record of it just a very simple standard follow up message. I reached out to support team to see if I could send a message to the provider to see what happen because I get it things happen however no one could help me. Everyone stated complete another appointment , I wouldn’t have any issues however I would be charge $113 for the appointment since it’s within 24 hours of my initial visit. I spent hours on the phone hold time and being transferred to departments that could not help me or was a drop voicemail service. I even got transferred to CANADA and I live in NJ! Horrible experience ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Support, Appointment, Pharmacy) sentiments: (Negative, Negative, Negative) )))

I love how easy it is

It has been so frustrating that you can’t get into doctors or even urgent care when you need. This app has been a lifesaver so many times for our family. You simply request an appointment time or even ASAP. When I choose ASAP I am usually talking to someone within 15 min. So nice to be able to get the help you need from your home. You also aren’t wasting time sitting in a waiting room. I also stay at home with a toddler, so this allows me to get the help I need without the worry of who will watch him.

Healthcare, Healthcare, Healthcare

Appointment System, Accessibility, Wait Time

Positive, Positive, Positive

Healthcare - Appointment System - Positive, Healthcare - Accessibility - Positive, Healthcare - Wait Time - Positive

### USER: I love how easy it is: It has been so frustrating that you can’t get into doctors or even urgent care when you need. This app has been a lifesaver so many times for our family. You simply request an appointment time or even ASAP. When I choose ASAP I am usually talking to someone within 15 min. So nice to be able to get the help you need from your home. You also aren’t wasting time sitting in a waiting room. I also stay at home with a toddler, so this allows me to get the help I need without the worry of who will watch him. ### ASSISTANT: Healthcare - Appointment System - Positive, Healthcare - Accessibility - Positive, Healthcare - Wait Time - Positive )))

### Review: title: I love how easy it is, content: It has been so frustrating that you can’t get into doctors or even urgent care when you need. This app has been a lifesaver so many times for our family. You simply request an appointment time or even ASAP. When I choose ASAP I am usually talking to someone within 15 min. So nice to be able to get the help you need from your home. You also aren’t wasting time sitting in a waiting room. I also stay at home with a toddler, so this allows me to get the help I need without the worry of who will watch him. ### Analysis: categories: Healthcare, Healthcare, Healthcare, aspects: Appointment System, Accessibility, Wait Time, sentiments: Positive, Positive, Positive )))

### Review: title: I love how easy it is, content: It has been so frustrating that you can’t get into doctors or even urgent care when you need. This app has been a lifesaver so many times for our family. You simply request an appointment time or even ASAP. When I choose ASAP I am usually talking to someone within 15 min. So nice to be able to get the help you need from your home. You also aren’t wasting time sitting in a waiting room. I also stay at home with a toddler, so this allows me to get the help I need without the worry of who will watch him. ### Analysis: categories: (Healthcare, Healthcare, Healthcare) aspects: (Appointment System, Accessibility, Wait Time) sentiments: (Positive, Positive, Positive) )))