Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 8/7/2022
  
  I purchased my updated medical marijuana recommendation and purchased an additional ID card (no more than $25 extra dollars) just like i did last year. However when I received my ID card it was poorly made, smudging the ink off already, and dispensaries have questioned its authenticity (even though I'm 25 and live in a recreational state, I still only use medically, which is why i need the card). I reached out to nugg and spoke to 3 different people who all told me my card was fine (i provided pictures with my card last year as a example of how horrible my new one was). They told me my only option is that they would send an identical card with the same issues out and that i would not be receiving a card like last years because only that dr uses that software to make his cards look nice. I would understand that to be acceptable if the card I was purchasing was acceptable however like i said I cant even use it at dispensaries without it being an issue. I went ahead and ordered a replacement card today just to see if it really will be that bad. But this is unacceptable especially over such a small amount. They refuse to give me a refund and that is what i need help with. I feel this is a scam into this company stealing customers money. All i am asking for was a acceptable looking card, I was not asking for anything crazy. They refuse to give me a refund so I hope you can help with this.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 14, 2022/10/07) */
  The patient's ID card was resent and the template used to create the updated ID cards adhere to states regulations. We advise the patient that the ID cards will vary from company to company that they decide to use, but the format in which the data is displayed has no bearing on its validity. The new ID format has been active for over a year without this issue being flagged before.
  
  
  Consumer Response /* (3000, 16, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Yes the card was resent and I can say the quality of the sticker on the back of the card was much better than before. That is the only difference in the quality of card, and I was told that this would happen by a customer rep before ordering my replacement. I was never made aware that the card quality changed and I double checked the website and again can't find that information. And the only "company" I use or have used is Nuggs through their specific website so that doesn't even make sense. They don't make you aware that there is multiple Drs and that you need to register specific days for a specific Dr who makes the good quality med cards (A nugg customer rep told me that each Dr uses a different system to print cards. Which is why my cards are different qualities from this year and last years). I don't care if I needed to mail back the cards in order for a refund, and I don't appreciate how this has been handled even still.
  
  It's been almost a month since I received my new replacement card and again my birthday and name has smudged almost completely off. It's not like I am asking for anything other than what I paid for to be a legit quality item. The only reason they will get away with this and haven't heard about this problem previously is because they're online and don't need to face unhappy patients face to face.
  
  
  Business Response /* (4000, 18, 2022/10/18) */
  Unfortunately, we no longer do business with the former physician. We now facilitate the entire fulfillment process in-house, but use the same systems and printers as before so nothing has changed aside from the minor design changes to the card, which are entirely adherent to state laws. In the spirit of transparency, having multiple physicians accessible to patients betters the patients waiting room times and is a very normal practice for telemedicine platforms. We do apologize for the frustration you have and have noted this singular issue. We can send another replacement ID card, but the new card design has been implemented roughly a year ago without issues. We no longer offer the older card design, but none of the printers nor supplies used to issue these ID cards have changed.
  
  
  Consumer Response /* (4200, 20, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate the apology FINALLY. This is the first response that has made sense, however contradicts everything your customer service reps told me. I was under the impression until now that card formatting was specific to each Doctor. Which is why I have been so frustrated throughout this process. I understand now this is the only current card formatting you have across the board, and having a better looking card is not possible. With that being said, if I knew beforehand that I was not going to have the same quality of card that I received beforehand I would not have placed an order for the additional card. I don't care what state laws you think you are adhering too...you should be disappointed in the quality of cards you are issuing out to people. Just because this is the first issue with this you have seen, doesn't mean this is the only issue that has been had. You shouldn't be okay with providing customers with low quality products and then giving them problems with a refund. Because now I am left with 2 useless cards and now you are offering me a third? The ONLY way to settle my dispute is to issue me a refund since you can not issue me a decent looking card (which is what I paid for).
  
  I was a huge advocate for your company and I am SO disappointed with this entire experience and response from your company. Not issuing refunds when refunds are due is a SCAM.
  
  
  Business Response /* (4000, 22, 2022/10/24) */
  Hi there, again I do apologize for your frustration, but the change in the format has nothing to do with the quality of the cards being issued. I assure you neither the ID cars, printers, nor ink have been changed. We use the same evolis ID card printers that we have used for the past 6 years. The only thing that has changed is simply the format of the information being printed onto the ID cards, not the quality of the ID cards. We have also improved the paper in which the recommendations are printed on.

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked the business repeatedly to remove me from their emailing and text message list.
  They have failed and I get multiple messages from them every few months.
  I'm sick of the communication and I want it to stop.
  

  Customer Answer

  Date: 09/14/2022

  They have sent a few emails
  
  *******************
  ************
  

  Business Response

  Date: 09/14/2022

  Consumer Response /* (-5, 12, 2022/09/14) */
  They have sent a few emails
  
  ***********
  ************

  Business Response

  Date: 02/01/2023

  Hi there, we're so sorry for any inconvenience this has caused. Please email us directly at ********************************** and we will ensure that your information is removed from our mailing list.