I paid for a telehealth service but did…
I paid for a telehealth service but did not receive a call and have waited since 2:30 and made two appointments. SCAM!!!!!
The second appointment was 4:45 and they only phoned at 6:30 ish as they received the above review. Do not use this service!!!
Response to their response. OMG!!! I wrote my review at 5:29 pm. What a joke!!!
Docmate からの回答
Hi Rachel,
Thank you for your review. We’ve reviewed your booking history to understand what occurred.
Your first appointment at 2:30 pm was submitted without payment, which means the booking was incomplete and no doctor could be allocated. Our system only confirms and activates a telehealth consultation once payment is received.
You then made a second booking later in the afternoon, and payment was successfully processed. The doctor attempted to call you twice:
• 6:26 pm – call unanswered, voicemail left
• 6:28 pm – call unanswered, voicemail left
As both calls went unanswered, the consultation could not proceed.
Please also note that our admin team operates until 4:30 pm. Any notifications, emails, or form submissions received after 4:30 pm are reviewed and actioned the next business day. This ensures clinical safety and proper processing of all requests.
We understand it can be frustrating when a call is missed, but the doctor did attempt contact at the scheduled time, and we are not responsible for missed calls when the patient is unavailable.
If you would like assistance rebooking, please contact us at info@docmate.com.au and we will be happy to help.
Thank you,
DocMate Telehealth Team
Additional note regarding your edited review:
After we responded to your original review posted at 9:02 pm (NSW time), you edited your comments to claim that we only called you after you posted the review. Our call logs show the doctor attempted to contact you at 6:26 pm and 6:28 pm, which is more than two hours before your review was written. Your Trustpilot edit timeline also confirms that the review was modified after our response, contradicting your updated statement. This discrepancy creates a misleading impression about the sequence of events, and posting statements that conflict with verifiable timestamps raises concerns about the accuracy and credibility of the review.
