JD
Poor Service, Irresponsible and Potentially Dangerous
Trustpilot has many excellent and many bad ratings for Done, you'll probably notice that a vast majority of the excellent ratings are from brand new users. The poor and bad ratings come from people using the service for at lease a couple of months. I used the service for about 8 months before I decided I could no longer trust them to provide adequate care. Like many others have said, things started out great. I had a telehealth consultation with an affiliated psychiatrist and he was great. I came to Done having previously been diagnosed with ADHD, so we continued my standard treatment. The first month was fine, but support began to deteriorate after that. At month #3 it took 6 days for them to fulfill a prescription renewal request. At month #5 it took them 8 days. At month #6 it took them 14 days. At month #7, 7 days. Also during month #5 I received an email out of the blue telling me "Your appointment is confirmed!" - they had scheduled me for a follow-up with a different provider - seems the provider from my initial appointment had left. I logged on for the appointment at the scheduled time but the provider never showed up. I emailed Done to tell them no one showed up and they apologized and scheduled me for another appointment two months out…see month #7 below. At month #6, being concerned they were taking progressively longer to respond to my prescription requests I began preemptively following-up shortly after submitting the request. Email is the only way to contact them - the support widget within their "portal" is only a bot that links you to 'help' pages on their website. After repeated follow-ups they sent in my prescription 14 days after my initial request. At month #7 when it was time to log into the rescheduled appointment from month #5, the appointment was cancelled minutes before it was scheduled to start. To their credit, they did refund me that month's fee. But still, wow. Unprofessional. Key Points: Their selling points include "fast appointments" and "continuous care". You should be aware that neither of these are reality. And continuous care is actually an email address. There is no one you can call. Mostly importantly there is no one you can hold accountable when things go south. There is a link to "schedule a call" on their website and at the footer of their support emails - but it leads to a broken link/404 page. Takeaway: If you have not been diagnosed with ADHD previously, see a regular brick and mortar provider, since those that are newly diagnosed will often require frequent evaluations and treatment adjustments. When I first started I needed several adjustments. Had I needed this kind of care from Done it would have been a nightmare. By relying on Done, you could be put in a position of repeatedly running out of your medication, which I believe is irresponsible and potentially dangerous. I would not be surprised if this company folded or was forced to shut down by a regulatory body. I am probably the lowest-maintenance customer possible (already diagnosed, just need to continue my existing medication) - and they were not capable of providing for my care. Especially if you are new to this, go to a regular provider you can visit in person.
Response from Done.Dec 1, 2021
We are so disappointed that your experience does not meet the high level of care that we strive to uphold. We would love to help investigate and resolve any possible outstanding issues. We value our patients’ privacy rights - please respond to the Trust Pilot request for information so that we can reach out and assist.