Dave K.
Deceptive, Discourteous, and Not Built With Empathy (Gaslit)
The company advertises 'same-day prescriptions from expert doctors' in their social media ads but fails to deliver on this promise. As someone who has used other telehealth providers like Circle Medical (which genuinely offers 24/7 service), I expected my Sunday submission would be processed that day for my Monday medication needs. When I realized the provider wouldn't review my case on Sunday, I promptly emailed and messaged to cancel the visit. Despite my proactive communication, they charged me and refused to process a refund. The most concerning part was my interaction with the founder after providing feedback. Instead of addressing the service gap, they responded dismissively: - Claimed I was 'the first person ever to complain about this in tens of thousands of visits' - Deflected responsibility by saying 'We are not urgent care' - Questioned where they promised '24-hour service' (though their advertising clearly states 'same-day') - Stalked my personal employment background (“you work in banking”) to use as combative tactic in trying to tell me I’m wrong? (Highly inappropriate and uncomfortable – we’re talking about YOUR business/service, what I do for a living is not relevant) For a company that markets itself as being 'Built With Empathy' and backed by 'People Who Care,' the response was surprisingly defensive and unprofessional. For reference: Cambridge Dictionary defines 'same-day' as 'a service that is provided on the same day that it is ordered.' And while we're sharing definitions, Empathy is defined as 'the ability to share someone else's feelings or experiences by imagining what it would be like to be in that person's situation.' Something to consider for a company claiming to be 'Built With Empathy.' I'm sharing this experience so other potential customers can make an informed decision about their healthcare provider. There are other telehealth options available that truly deliver on their promises and care about feedback from their customer base.
Response from Kick HealthFeb 23, 2025
Hi David, Founder at Kick here. It is true that we offer same-day prescriptions. It is also true that we are not open 24 hours a day. Both are true at the same time. You completed your visit at 8:20pm your time on Sunday night, and the doctor reviewed your visit by Monday morning 8:23am Dallas Time and sent a prescription to your local Walgreens. Any reasonable person would agree that your visit was reviewed in a timely manner (12 hours on a Sunday night, and before the bank even opened on Monday). We do not offer or advertise 24-hour service anywhere, and our doctors do like to sleep at night. You threatened to leave a negative review if we did not refund you, and you have now left a one-star review, but you still went ahead and picked up your prescription from the pharmacy - Walgreens confirmed to us it was picked up. We will let the educated and less-entitled readers of this review decide for themselves who they think is reasonable in this situation, and whether we are appropriate and reasonable for them.