Done.Reviews of donefirst.com

**UPDATE: I had my appointment today with the new provider, she was wonderful. No questionnaire, she asked open ended questions, she really listened to what I had to say and treated me like an actual person and got me going on some meds to try to help. 5/5 would recommend her, wish I had had her to begin with!! Only discounting the one star due to the awful first experience I had. Will update in the future if needed. **UPDATE: The patient care team reached out to me and were very nice, apologized and offered to make another appointment with a different provider. I accepted. I will update my review after that appointment. Make sure you don’t answer questions honestly and pretend you are a robot without ever experiencing “good” or “bad” days, or they will say there’s nothing they can do for you, try to refer you to someone else and tell you need to be on mental health meds…? Um no, not have I ever been lead to believe I was depressed or have “severe” anxiety like she was telling me…she was not nice at all and didn’t want to listen to anything other than the questionnaire I answered. This place is a scam!

Despite a few hiccups here and there, my overall experience over the last 2 years has been very good. My care team is responsive, takes time to listen and available as much as they can be given it’s a telehealth service.

Leaving my initial review below but since leaving that review, I have been able to get in touch with Done support by way of a link to schedule a call. Their communication is more in line with how it was at the start, with frequent follow up on requests via email and phone. I do get the impression that the customer volume for this company grew significantly faster than they had anticipated and I can sympathize with that. My billing issues seem to have been resolved, which is great. I do wish the dashboard had a better UX but at the moment I'm just happy to see the improved communication. I am awaiting a response for a very recent (within the last 5 hours) request to my provider at the moment so I'm cautiously optimistic. Once I've seen consistent communication for a while, I'll be happy to remove my prior review entirely. So far, I'm glad to see the quick response and work toward a solution after posting the original review. --- My initial interaction with this company was outstanding. Their team had frequent outreach and follow-up to deal with a billing issue I was having in order to get started. My first appointment was pleasant and seamless. After my first appointment with my provider, however, the communication lapsed. I scheduled a follow up appointment with my provider; they send 15-minute zoom meetings for these consultations. My provider didn't show up until 20 minutes after the call was scheduled. I waited 20 minutes on a zoom for them to log in. The interaction was short, pleasant, but there as no acknowledgement that they were 20 minutes late. I tried to schedule a third consultation to ensure there was no lapse in medication and the team pushed back saying I had only just had a consultation. When I responded to let them know I was trying to book ahead to ensure there wouldn't be a lapse they obliged and scheduled me on a random Saturday, which, in theory, would be fine. But, again, my provider did not show up (this time I only waited on the Zoom 10 minutes instead of 20). I let Done know about this in their follow up survey but I got a text saying that *I* missed my appointment and that no-shows are non-refundable because it impacts scheduling for other patients and clinicians on their platform which are usually booked up to a month in advance. However, I could reschedule for a one-time fee of $125. I'm sorry. What? I get the impression that the goal is to get people to pay for the service and once they have the service declines declines significantly; either that or they don't have enough people to manage the patient load. Anyway, this could be an incredible service but the customer experience is lacking after the first payment. I'm still working through some issues with them and I hope to be able to update this review to something more positive.

*Updated Review, Original Below for Reference* After several unanswered emails, my initial review of Done received a quick response. A patient care coordinator reached out to me and helped me resolve my issues. I don’t think it should take a poor review to finally receive help, but I appreciate that it was addressed so quickly. I did not receive an explanation as to why delays in medication management are occurring, but I was assured that my needs will be assessed more promptly going forward. I was also offered an extension in payment for my next month of service as compensation for my troubles. As somebody navigating our very troubled health care system without health insurance, I appreciate that services like Done offer comprehensive care for a fraction of the cost of most health care providers. I sincerely hope they are able to keep improving their service. *Original Review* Done started out as such an incredible service, but over the last few months I’ve noticed a major decline. My prescription is late for the third consecutive month, and each month the time I’ve had to wait has grown longer. Now I’ve run out of medication and sent several emails with no response from anybody at Done. The provider that I’ve seen through them is INCREDIBLE and is the only reason for the extra star and that I haven’t cut off my service. However, if Done can’t fix whatever issues they are having within the next month I’ll have no choice but to leave them. It’s incredibly shady business to leave people paying for a service with absolutely no response or updates, especially when your customers are paying for crucial mental health services.

I first started with Done a year ago. The initial consultation was scheduled pretty far out (around 3-4 months), because that was the soonest availability. Overall, my experience has been pleasant. My provider is helpful, friendly, and listens (I feel for the other reviews that did not get this experience).. The treatment has definitely been a game changer for me. My only issue is the lack of ability to contact my provider, or anyone, directly. I have to send a message in the portal and wait up to 3 days. But when I had to contact someone for a pharmacy change, I did receive a call from a live person within a couple hours. The gal was super helpful and understanding that I was almost shocked! I understand the frustration in the other reviews, as it can be annoying to have to go through the portal for anything and then "hurry and wait". But so far, my experience has been pretty good in comparison.

I've been using this service for three months. The initial consultation with my provider was outstanding. They really took the time to listen to me and the symptoms I've been experiencing. I have been living with ADHD since childhood and it has affected me in a compounding way into adulthood. I felt like I was truly heard, validated, and supported during my consultation. I had an initial issue picking up my prescription the first month, Done's support system could use some work with response times and internal communication, however rest assured the will get back to you. I understand finally being diagnosed with ADHD can feel like a weight has been lifted off of your shoulders now that you have an understanding on why you are the way that you are and all you want to do is start your treatment. But, be patient, done will eventually get back to you. This service definitely beats waiting months for a consultation face to face with a local provider that will charge 3x or more, and those of you with ADHD know how daunting it can be to organize and wait for an event like a Dr appointment and an in person meeting. I would suggest asking your provider to leave a chat box open with them and keep the "reply" feature active so you can reach out to them directly.

(UPDATE: Today, I was able to speak with a representative from their urgent support line who assured me that my script will be sent to the pharmacy within 24-48 hours. I also received a text message a moment ago confirming that Done has sent my request to the pharmacy for my refill. I was really appreciative of the support agents response and while the last three weeks haven't been ideal, this has been my first real issue with this company and I let them know what my concerns were regarding the non-responsive support team. I feel like my concerns were taken seriously and addressed, so I'm going to be updating my review to reflect that care.) Not sure what's happening with this company, but it's unfortunate because up until the last few weeks, my experience was good. However, similarly to what some of the other reviewers are saying, the company has completely gone dark on me and haven't submitted my prescription to the pharmacy, which was due on the 7th. The delay is one thing, but what's unacceptable to me is their inability to respond to me when I reach out. I've emailed them over 7 times in the last 8 days and have reason ZERO response. They responded initially and asked me to wait 24 - 72 hours (business day) and said a lot of other things that didn't make sense. I'm so disappointed. Would suggest you look elsewhere if you want reliable support. (UPDATE: I scheduled an appointment via the urgent link they provided and was told someone would call me at our appointment time. It’s scheduled for a 10 minute appointment, and they have not attempted to call or reach out to me. Definitely seems like a scam and they’ve completely lost my trust.)

Edit 7/17: I revised my review because they did manage to work it out and I received the help I needed today. They were responsive with customer service and I appreciate that. I know things are difficult with pharmacies. I tried to be patient with the time but everything was worked out.