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:05/27/2025

  Type:Billing 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.

  They're billing for medication they're not dispensing and they're dispensing medication without any blood work.

  Business Response

  Date: 06/17/2025

  We called ***** May 13th at 8:47am to address his concerns. He did not answer our call or return our voicemail. 

  We emailed ***** May 13th at 8:55am to address his concerns. His response said that if we contact him again, he will follow through on various threats. Here's that response in case it's helpful, "I am no longer interested. And please dont bother me anymore. If you do, I will contact the State Medical Board, your local Better Business Bureau as well as the *** and the ************************."

  We are committed to resolving every complaint we receive, but our options are limited if the customer refuses to speak with us.

  Regarding his complaints:

  Our subscriptions are billed at regular intervals (monthly, quarterly, or annually) based on the plan he selected at signup. Medication is prescribed by our affiliated physicians after the required medical questionnaires are completed. This is a crucial step to ensure safe and appropriate treatment. If he believes he has been billed for medication that was not dispensed due to an uncompleted questionnaire or any other reason, please contact our Customer Support team. We are more than happy to review his account and ensure his billing aligns with the services and medication provided.

  We also want to clarify the cost of lab kits. These are a third-party service and, as outlined on our website, the cost for these kits is separate from his Maximus protocol subscription. Follow-up labs are an important part of monitoring treatment efficacy. If he encountered issues ordering a follow-up lab kit, or if one was not provided as expected, our support team is available to investigate and assist him in obtaining one.

  We sincerely apologize if he experienced difficulties reaching our customer service team by phone. Our team was recently impacted by a high volume of inquiries, which may have led to delays in call-backs. We understand the frustration this can cause. Please know that we offer several other channels for support, including text, live chat, and email, to ensure his concerns can be addressed in a timely manner.

  We understand his disappointment that the initial treatment protocol did not yield the results he hoped for. Individual responses to medical treatments can vary significantly. Follow-up lab work is indeed a key component in assessing how a treatment is impacting an individual's hormone levels. If follow-up labs were not completed or provided to his physician, it would be difficult to evaluate the treatment's effect accurately. Our medical team is committed to finding the right solution for each patient, and if one treatment option is not providing the desired symptom improvement, they can explore alternatives based on a comprehensive review, including updated lab work.

  Please be assured that the health and well-being of our patients are our utmost priority. All our affiliated clinicians are dedicated to providing the highest standard of care and ensuring every patient receives the treatment they deserve.

  We encourage him to reach out to our Customer Support team so we can look into his specific situation in more detail and work towards a resolution.

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising 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 had subscribed to maximus tribe for telemedicine ************ replacement therapy in early march. This subscription service bills immediately and regardless of whether they have provided any treatment. In late April I have received no *** service. Upon subscription they require lab work and a doctors consult. The doctors were boooked online for 6 weeks, rescheduled and was able to get in a few days later. The clock is ticking though. Simultaneously I completed and returned the bloodwork following the explicit instructions. Attending the provider visit and my provided did not show up, this happened 2x over those weeks. The second time maximus indicated they had cancelled my appointment, with no notice to me, due to requiring new bloodwork as some items from the first test didnt come out. They gave differing instructions from their test kit, which indicates to not draw blood for longer then 2 and 5 minutes respectively. The new instructions were to fill to a specific line regardless of duration. Another example of them fraudulently wasting time while they steal money for services not rendered. Any communication is from me reaching out to their customer service. I cannot recall a single interaction where theyve reached me to inform me or request any item. I fully believe this to be a fraudulent organization.

  Business Response

  Date: 05/12/2025

  Please see timeline of our interactions with this patient. As you can see, he received his medication after his complaint and he thanked us for his service. 
  
  - Signed up 3/6 and requested to cancel 3/7 due to provider availability; ** retained him.
  - On 3/12, CS followed up on his video consulthe confirmed: Absolutely, went great.
  - Labs returned QNS on 3/17 due to misunderstanding the 5-minute hold time vs waiting until sample reached fill line.
  - Patient requested to cancel again on 3/18 after being charged $20 to reschedule a consult he claimed he had attended.
  - Video consult for 3/17 was canceled due to ********* and he stated he wasnt notified which upset him.
  - CS refunded $419.97 for the quarterly plan (minus $30 consult).
  - On 4/16, he re-enrolled with clear instructions on next steps and was seen on 4/21 for video consultation.
  - Prescribed a 2-month supply on 4/23, which shipped on 4/28 and was delivered 5/5.
  - CSA credited him 3 months to push back billing; patient responded on 4/23: Thank you for that, I do greatly appreciate that and it alleviates much of the frustration of the extended timeline.

• Initial Complaint

  Date:06/17/2024

  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.

  I changed my subscription with Maximus a few months ago. I went from their native testosterone subscription to the native + oral TRT subscription. For the past few months, ai have been paying for the more expensive, new subscription, bit haven't been receiving the correct medications that match the subscription. I reached out to maximus to fix this. They sent me another blood work kit, which I completed, and told me that they would send the correct meds after my results came back. My labs have resulted, but I'm still getting the incorrect medications and paying for the more expensive subscription. I requested a refund for the difference in subscription price, but they haven't given me one.

  Business Response

  Date: 06/26/2024

  On 05/23/2024 his lab results came back *** (not suitable for analysis) and QNS (Quantity not sufficient). Our doctors are required by law to review various health markers before they can prescribe testosterone replacement therapy. High hematocrit, for example, can lead to polycythemia, making the blood "sticky" and harder for the heart to pump and leading to high blood pressure and an increased risk of stroke and heart attack. A message was sent to the patient explaining that we needed him to resubmit his lab work, and when we didn't hear back, one of our customer success reps who was already in contact with him followed up twice to see if he received the message. He did not respond despite our ticketing software confirming he had seen the emails. He then reached out to us about charges on 06/14/2024 and asked why he didn't receive the Oral TRT medication he had ordered. The ** rep responded explaining that we needed him to resubmit his lab work and offered options to redo the lab test. The ** rep escalated it to our Customer Success Lead who offered to credit/refund the charge difference between the original subscription and the new subscription, in addition to providing a free lab kit even though Maximus isn't responsible for results being not suitable for analysis. He responded confirming he'd like to be refunded and receive a free lab kit. We calculated the difference and provided him the amount we owed him and a free lab kit. He replied that he appreciated the breakdown and the solution we provided.

  We have since emailed him June 19th, June 24th, and June 25th and have not heard back. We are eager to provide the service he purchased. He can contact us by responding to the support rep who has been trying to contact him, via the chat widget in his dashboard, by email at ************************************** or by phone at **************.