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No call back and no insurance billing
I set up an on demand phone call - not video call - was put in the virtual waiting room for a call back. 1.5 hours later I called them and they said I had been dropped from the cue and they refunded my payment amount, no reason given. Offered to walk me through a video call which would be answered immediately. Which I would have done if I didn’t ask the next question: why was my insurance card not processed instead of requiring a cash payment? I was informed that they have not been able to bill ANY insurance since February! But after the visit if I wanted to call customer service back I could request that my insurance be billed but I would still have to pay the entire fee until the insurance paid. My insurance gave me 3 different options for telehelath care, I’ll be using one of the other 2 at this point. What a waste of time especially when I’m feeling bad.Show less3 Monkeys Complete the Circle
On point
Originally, I had booked an appointment with a different virtual clinic early in the morning when they sent my link to connect finally after waiting a couple of hours they gave me 30 seconds to connect which it took me about 33 seconds to actually hit the button because I wasn’t feeling well first of all need less to say they canceled my appointment.. so of course I tried to book another appointment with same clinic of course an hour and a half later they sent me the link to connect with the doctor. I literally held my fingers on my keypad just waiting on the link, but I guess I was slow at responding within 15 seconds, and again it was canceled shame on me, but I should have went to another virtual clinic at that time but when we’re sick, we do weird things so I book with them again needless to say finally at 9 o’clock on the day that I booked the same appointment with a clinic it took me all of 20 minutes to fill out everything I needed to fill out and be seen by my doctor and get diagnosed and get my prescriptions!! I will definitely be using Amwell from this day forward!! They definitely get five stars If I could give more, I would would definitely recommend this company!!
Thanks am Amwell!!Show lessLolagirl123
Disappointed
I signed up to schedule a therapy appointment for my child, I was able to schedule an appointment for the next day, however I was not seeing the appointment in my calendar. I received an email confirmation but still called to have them verify and they stated they didn’t see any appointments. They were able to schedule the appointment for me, I received an email confirmation but in the morning I checked and it was still not in the calendar on the app. I called and they advised they do not see any appointments had been scheduled and the next available therapist was a month out. This was extremely frustrating and I will be deleting this app. I will say that the representatives I spoke to were all very helpful and pleasant, but the app is horrible.Show lessJustMissysOpinion
Amazing telenurse visit
If you ever need to see your doctor, but they don’t have any appointments available then you should definitely use Amwell televisit! I woke up with
Pink eye in my right eye, so I called my doctors office and they told me they didn’t have any appointments available until next week. Since I needed an antibiotic today, and I did not want to have to go to urgent care, I decided to do a Tele visit with Amwell. I did it through the app on my phone, it was very efficient and easy to do. The nurse practitioner , Ms Hull, that I spoke to was very friendly, professional, and knowledgeable. She called in a prescription to my local pharmacy after talking to me on the app, and looking at the photos that I sent her. I highly recommend Amwell to anyone who needs to speak to or see a doctor and can’t get an appointment with their personal physician.Show lessSF VA
Prompt, good service
I have used Amwell several times since the pandemic started and have been very pleased with the service and the physicians with exception of one. However the experience I’ve had since that visits and the experience with other physicians on staff,have over shadowed that experience. The prompt and very Professional service I have experienced since has earned my 5 star review.
As long as I continue to experience such good service and caring approach. I recommend it to all in need of none emergency care.Show lessMrs.Bertha
Poor experience in app + poor medical assistance
The application itself is very glitchy and buggy. There were multiple times the app crashed during setup. Once I did complete setup and attempted to connect with a provider online, I was told the provider I selected would contact me promptly. 15 minutes later there was no call and no record of the pending appointment anywhere on my account. There was no way to contact anyone or receive any kind of update. I attempted to set up another appointment in fear that I hadn’t properly set the original appointed - went through the entire process only to be told that my initial appointment was still pending, and I could not set up another appointment until the initial appointment completed. Another 15 minutes go by, and I finally get a call from a physician that was not the physician I selected.
He then proceeded to tell me that he wasn’t authorized to prescribe antiviral treatments for Covid 19 because I was not high risk, even though that is not in alignment with the CDC’s most recent messaging.
All in all, I spent hours and $80 to get told inaccurate information from a physician that was not the one I selected. While the $80 is the max you will pay, the app was unable to confirm my insurance carrier, so made me pay the full amount in full before I could see a physician. All in all - very poor experience and I will not use this app again.Show lessreview0621
Developer Response
Thank you for taking the time to let us know. This is important feedback and I will share this with the team.Dr. Cornell explains to you in English terms so you understand.
This was the first time using this service. From the time they answered. Rachel was very nice, patient and was able to calm me bf even speaking with the doctor. I understand his oath. He wasn’t able to help me with my prescriptions. It’s rough. My doctor left the practice and left me without my meds. It’s mind blowing to me. I’m bipolar, PTSD, Agoraphobia, depression, anxiety. I’ve been on them since 2005. It tells you not to stop them any of them without winging yourself off. Yet these Doctors do what they want. We need a change. I’m not talking about this AmWell. I’m speaking of our doctors we go to they know us. Unexceptionable.Show lesshejisjavajizkaopapapzp
Could be better
Jaime Martinez was the last Dr I saw and I don’t recommend him. He acted annoyed or bored during our visit and talked to me like I was clueless. I knew my daughter had an ear infection and have an otoscope I can use to check. I told him her ear was bright red inside but instead of asking me about her eardrum he asked me what her “tempranic membrane” looked like. I didn’t know that was the medical term for eardrum so I was confused about what he was asking and he basically dismissed what I said I had seen. I don’t feel like he made any effort to communicate effectively with me as a patient/layperson, he was not overly friendly or personable. Also, during our visit he appeared to be sitting in front of a window and I could see someone walk past during our appt. Not sure that’s following confidentiality requirements for working from home in the medical field.Show lessccmama3
Developer Response
I'm sorry for the frustration that this visit caused. Please reach out to Social.Media@amwell.com for further assistance. Thank you for your patience.So easy and helpful
I saw a nurse the moment I needed regarding nutrition and fertility needs. Not only did the app provide an easy way for me to go to the next step, but I got an online tutorial about what was going to happen. The audio and visual were perfect!
I spent the first 15 min sharing more detail to my medical history, the next 15 min walking through my diet and then the nurse spent the next half hour walking me through recommendations. She went 15 min over our scheduled meeting and was amazing! I took notes on everything and am hoping to follow-up on the app after implementing her recommendations in a few weeks.Show lessMidnight24850
Not Great
Both times I’ve used this app I’ve had issues. The first time I signed up for a visit with a doctor and waited an hour to never receive a call. I called customer service and they said that the doctor must have logged off for the day or there was an error. The second doctor I got assigned to was very nice and helpful but it took over 2 hours for that to happen when it should have been 10 minutes or less according to the wait time I was originally given. The second time I used the app I signed up for a visit and was only on the phone for 30-60 seconds with the doctor because they advised they couldn’t treat me for the same issues if it was more than once in less than 6 months. Why was I not advised this when signing up for the visit when I specifically put the same issue I had been seen for through this app previously? So I get charged the visit fee for no service provided to me? I requested a refund through customer service and they said it may take a few days but also said if you don’t hear back in like a month contact us again. So it’s not sounding promising.Show lessJaimmmmmmmm
Developer Response
Thank you for this very useful feedback. I will be sure to communicate all of these points to the team.
