Business ProfileforVeriheal Inc

On July 19, 2021, Better Business Bureau recognized a pattern of complaints from consumers regarding Customer Service, Refund or Exchange, and Service issues. Consumers allege after their appointment with Veriheal Inc., they are promised their Medical Marijuana Card recommendation within 72 business hours, but after several days or even weeks they have not received any update. 

When contacting Veriheal Inc. for a status update, consumers allege they encounter difficulty getting help, they are hung up on, transferred excessively, or promised a callback but don’t receive one.  Some consumers state when they contact Veriheal Inc. for a status update, they are told the doctor is waiting on additional information. Consumers further allege they are not notified of this requested information or instructions on the next step.

Consumers also assert Veriheal Inc. fails to follow through on promised refunds, and consumers state they attempt to contact the business multiple times regarding refund but don’t receive their refund until after submitting a complaint to BBB.

On July 28, 2021, the business provided BBB with the following response:

“Our platform does not promise any amount of time for any part of the process as described. Every single state we operate in is different, so it is important that customers very closely read the necessary information on our provided state pages, as well the follow-up emails that we send all along the process. 

In certain states, follow-up emails may indicate that a customer “should receive” their final recommendation with x number of hours, and to explicitly contact us if they do not. Many times, the customer has forgotten, as mentioned in section b below, to complete their profile. Also, in some states, a customer must wait to receive a state identification number or the approval of an application before a doctor can complete the process. This is also explicitly stated in our communications via email and on our state pages. 

If a customer experiences such alleged issues, we request any specific send details as to a timeline that was not met to hello@veriheal.com. Details may include: A screenshot of the information, on Veriheal's site or emails, that did not accurately describe the timeline they experience.

Every customer on the Veriheal platform receives several emails before and after their consultation that clearly outline the steps of the process. Also, within their Veriheal patient dashboard, customers can find a notification bell which clearly asks them to check their email for pertinent information. The contents of these emails clearly state that if all of the required information (state ID, profile picture, further required documentation) must be uploaded in full for the process to be completed. During their consultations, doctors on our platform will reiterate this to ensure the process is as smooth as possible. 

If these communications are not being received, we request that you contact our team (via phone, email, website chat, or our contact form) and explicitly convey that you are not receiving any information after signing up and/or booking a consultation.

At Veriheal we have over 50 full-time customer support agents and 24/7 support. All of which constantly monitor our website chat, customer support inboxes (through our contact page, and email inboxes of info@veriheal.com, consultants@veriheal.com, and support@veriheal.com), and our company phone line of 1-833-663-7284. 

If a customer experiences such alleged issues, we request that they send details to hello@veriheal.com as to:

i. What agent(s) were communicated with
ii. What means/channels of communication were attempted
iii. What hour of the day communiation requests were sent
iv. Screenshots of communications, if possible.

Any amount of this additional information can help us at Veriheal clearly pinpoint the issues that the customers allege.

Refunds on our platform first undergo an internal review before submission. If a customer is not speaking with a manager, they will be explicitly told that refunds can take anywhere from a few hours to two weeks for internal review processes as well as banking institutions which is beyond on control. 

Furthermore, via section 'XX. FEE AND REFUND POLICY' in our terms and conditions, which are explicitly agreed to as an opt-in on sign up, clearly states:

Any fees that the Company may charge you for the Application or Service are due immediately and are non-refundable. In the event that you do receive a refund, there will be a $39 cancellation fee assessed. In the event that you miss your appointment and do not notify us within 48 hours, there will be a $50 no show fee assessed. The Company does not have to refund you for any charges or fees you have paid no matter what the scenario. The Company reserves the right to refund you if deemed necessary. This no-refund policy shall apply at all times regardless of your decision to terminate your usage, our decision to terminate your usage, disruption caused to our Application or Service either planned, accidental or intentional, or any reason whatsoever. The Company reserves the right to determine final prevailing pricing. Please note the pricing information published on the website may not reflect the prevailing pricing.

Our management team reserves the right to issue a refund at their own discretion if certain terms are met. In most instances of a BBB complaint:

i. A customer has already received a refund and didn't notice the chargeback.
ii. A customer missed their appointment entirely and our customer support agencies are unable to issue the refund without the cancellation fee. 
iii. A customer did not complete the state application or tail-end of the process (after an appointment) that they have to submit, thus leaving the process incomplete. Then they come back to us requesting a refund, but cannot be refunded since they were approved on our platform by a doctor.

If any of the above-mentioned instances occur or not, we always work closely with the customer to find a common ground. As a group of medical patients of our own, we understand that things come up and unforeseen circumstances arise. This is why our managers have sole discretion to approve a refund in full or not in any case.”