Chrissy G.
Physician services have gone down hill
I have been using UrWay for over a year now and this months experience was the worst by far. Once I completed my questionnaire and replied to the text message it was almost 48 hours before a physician responded and that wasn’t until after I sent two more texts to that number AND a text to the customer service number. My questions still were not answered as I have inquired about stopping treatment but the physician simply prescribed the same dose I have been on and ignore the question even after I asked a second time. To say I am disappointed is an understatement. I spend a lot of money with this company and I do not feel like their services are up to par any longer.
Response from UrWay HealthMay 26, 2026
Hi Chrissy, thank you for taking the time to share this feedback — we truly appreciate you being with us for over a year. I want to clarify something important: the physicians you text with are part of a separate third‑party medical group, and we do not have visibility into their text conversations. Every message that came directly to our UrWay customer service line was responded to within minutes, and you acknowledged that the delay was not on our end. That said, we completely understand how frustrating it is when your medical questions aren’t addressed, especially when you’re trying to discuss stopping treatment. You deserve clear answers and timely care. We’ve already flagged this to the medical team so they can review what happened and ensure your concerns are properly handled moving forward. We value you, Chrissy, and we want your experience to feel as smooth and supportive as it has in the past. If there’s anything you need from us directly, we’re always here to help.