User
Bait & Switch
Signed up for their subscription plan, they did and still do show visits such as mental health are included in the plan in their advertisements. After sign up I tried to initiate a mental health visit but was asked to pay $75. I reached out to customer service who confirmed mental health visits were a part of my plan, only to reverse course once I asked how to proceed with a visit. They then told me mental health visits were no longer part of the advantage plan. How can they unilaterally change the service I paid for while still advertising it as part of the plan? Customer service has been unwilling to budge on this and I am still waiting for another response on their messaging portal after I requested escalation. Ridiculous! Even beyond this immediate significant issue, the experience has been mixed. They can be very slow to respond, and back and forth messaging after answering their questions can be tedious, it sometimes feels like the person responding to you doesn't have access to or hasn't read the prior messages for your active visit so you need to fully restate the history of the discussion to gain understanding.
Response from CallonDocApr 23, 2026
Hi User, My name is Kaye, one of the support staff at CallonDoc. I’m really sorry to hear about your experience and the frustration this has caused. We understand how concerning it must feel, especially when expectations around your subscription plan and services were not met. We’ve made an effort to locate your account using the information available in your review, but unfortunately, we were unable to find a matching profile at this time. We’d truly like to look into this further, review what happened, and provide you with clear answers and assistance regarding your concern about the Advantage plan and mental health visits. We also understand your feedback regarding response times and the back-and-forth communication. That’s certainly not the experience we want for our patients, and we appreciate you bringing this to our attention so we can continue improving. At your convenience, please reply to us with additional details so we can locate your account, or reach out directly through our secure messaging portal: https://www.callondoc.com/en/chat-supports (My Account > My Profile > Messages). We’ll be more than happy to assist you further and escalate this appropriately. Thank you for your patience, and we look forward to resolving this for you.