Reply from CallonDocMar 2, 2026
Hello AW,
This is Rosh, one of the support staff here at Call-On-Doc.
Thank you for taking the time to share your experience. I want to sincerely apologize for the frustration and disappointment you encountered during your recent visit.
We understand that our advertised response time set an expectation, and we are truly sorry that your consultation did not meet that standard. An 8-hour delay—especially when you were expecting a 1–2 hour turnaround—is not the experience we aim to provide.
I also apologize for the lack of direct communication with a provider and for any confusion surrounding the clinical review process. While eligibility for GLP-1 medications is determined based on medical guidelines and provider discretion, we understand how frustrating it must have felt not to have the opportunity to discuss your qualifying BMI and weight-related condition more thoroughly.
Regarding the pharmacy recommendation, I’m sorry if this came across as pushy or misleading. Our intent is never to steer patients in a direction that feels uncomfortable or contrary to their request. Your preference for where a prescription is sent should always be respected when clinically appropriate.
We also regret that you did not receive a follow-up response after submitting feedback. That is not reflective of the level of care and accountability we strive to provide.
Your experience highlights areas where we clearly need to improve—particularly around communication, response times, and clarity in our process. We truly appreciate you bringing this to our attention.
If you are open to it, we would welcome the opportunity to review your case again and address your concerns directly. We attempted to locate your account based on the details available but were unable to find it in our system. We would appreciate it if you could reach out to us directly through our messaging board, which you can access here:
https://www.callondoc.com/en/chat-supports (My Account > My Profile > Messages)
We are genuinely sorry that your experience did not reflect the standards we work hard to uphold. Your experience is important to us, and we appreciate your feedback as it helps us improve. We hope to have the chance to serve you better in the future.
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Hello A W,
My name is Kaye, one of the support staff at CallonDoc. I’m truly sorry to hear that this experience left you feeling unheard — that is never the impression we want to give.
When we saw your review, we responded promptly and used Trustpilot’s “Request More Information” option so we could securely gather the details needed to locate and review your account. Because reviews only display limited information, we’re unable to access a patient record without additional identifying details for privacy and security reasons.
At this time, we have not yet received the requested information, which has prevented us from fully investigating your concern. Our intention was never to imply that you were not a patient, and we sincerely apologize if our effort to clarify came across that way.
We genuinely care about transparency and timely communication, and we remain more than willing to review your case thoroughly. If you’re open to it, please respond to our request through Trustpilot or message us directly through your patient portal (My Account > My Profile > Messages), and we’ll prioritize your case right away.
We truly wish you the best and appreciate your feedback, as it helps us continue improving.
