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:06/04/2025

  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 am filing this complaint against Plume (**************************) regarding a subscription I have been unable to cancel despite multiple attempts.I originally signed up for hormone therapy services. The website and platform offer no functional method to cancel the subscription, and their cancellation portal either fails to recognize my email or produces no results. I have attempted to contact their support team via all available email addresses, including ********************************** and ********************************* with no response. Their phone line also does not connect to a live person, and voicemails have not been returned.Despite clearly not using the service and requesting cancellation, I continue to be charged monthly. This appears to be a deliberate design to prevent users from canceling, amounting to a deceptive and unethical business practice.I am requesting:1. Immediate cancellation of my subscription.2. Refund for the months I was charged after my initial cancellation attempt.3. An investigation into Plume's cancellation process and billing practices.Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 06/18/2025

  Note: We have provided images of our communications with the complainant, highlighting pertinent information with red marks. We have redacted a majority of identifying information, except for the abbreviations of the first and last names, as well as the first three letters of the email address and the email domain, to provide sufficient information for proof of the process completed for the complainant.

  We understand the complainants frustration and are genuinely sorry for the inconvenience they have faced during the cancellation process of their Plume membership. We sincerely apologize for any difficulties or confusion they may have encountered during this process.

  Upon reviewing the account, we have the following information regarding the cancellation request:

  06/02/25 at 3:26 PM PDT - Cancellation was requested.
       - Our automated system responded to this request on 06/02/25 to inquire about the urgency of the cancellation.

  06/04/25 at 11:48 AM PDT - The urgency level was selected as "urgent." 
       - Our automated response for urgent requests states that we will respond within 24 business hours (Monday-Friday).

  At 11:49 AM PDT the same day, the complainant selected Membership Cancellation as the reason for the urgent need.
       - In the automation, it provided notice that sending additional messages can cause response delays, which was previously mentioned within the thread in our automated responses.

  06/05/25 at 9:37 AM PDT - We confirmed the cancellation of the subscription.
       - We acknowledge that a ********* Coordinator should have been notified to provide a refund during the cancellation. However, this part of our cancellation workflow was not followed.
       - There was no further communication from the complainant after the agent reported the cancellation.

  Regarding the customer's requests:

  1. Immediate cancellation of subscription: The subscription was successfully canceled on June 5, 2025.

  2. Refund for months charged after the initial cancellation attempt: By the time this request was received, the complainant had already initiated a chargeback through their bank on the original payment of $90. The chargeback was approved within our billing system on June 18, 2025. A chargeback is a process where a customer disputes a charge with their bank, and the bank investigates and may reverse the transaction. Suppose the complainants bank has not already provided a refund. In that case, they will need to contact them for support, as we have approved the dispute within our system and cannot directly provide a refund after a dispute has been finalized. There are no additional charges or invoices within the complaints account beyond the original invoice.

  3. An investigation into Plume's cancellation process and billing practices: We are continuously working to improve our processes and communication. We understand that there may have been a delay in the user's interaction with our automated system, which impacted the speed of the cancellation confirmation. There was no further communication from the complainant after we sent notice of cancellation via our messaging system, email, or phone system, at least not with any of the contact information we have on file for the complainant. We will investigate the reason the refund was not initially provided and take any corrective action necessary to improve our systems.
  

  We value our members and are committed to providing accessible and supportive care. We regret this persons recent experience did not meet their expectations. We have escalated this matter for further review internally to identify any areas for improvement in our cancellation workflow and member communication. Please be assured that we are dedicated to making the necessary changes to prevent similar issues in the future.
  

  Sincerely,
  The Plume Team
  

  
  

• Initial Complaint

  Date:02/13/2025

  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 am a poor transgender person going through a mental health crisis and suffering withdrawl from stopping ***. I signed up for Plume to get back on right away. Their customer service is impossible to get ahold of. I am going to sign up for a different service. Plumes accounts management will not let me cancel my subscription and delete my account. I want a refund since no services were used and I do not consenr to them taking more money.

  Business Response

  Date: 02/28/2025

  Please note: the attached images are edited to keep the majority of personal identifiers out of the images, except for the first and last initials, to confirm identity for the BBB.

  On 02/13/2025 at 11:58 AM (MST), the prospective member purchased an insurance membership ($32).

  On the same day, at 12:03 PM (MST), the prospective member's immediate response of No to the question, Now, youll be guided through your medical intake and vital sign collection. Are you ready to begin? Triggered an urgent transfer of the members messaging thread within Spruce (our HIPAA-compliant messaging system) to our Urgent Inbox. This ensured priority support within our policy's 24-hour response time frame, operating during our business hours (Monday-Friday 8:00 AM - 8:00 PM MST). Its important to note that our messaging system is not a live chat, and we are not an emergency service.

  The same day, between 12:04 PM and 2:11 PM (MST), the prospective member sent 10 messages back to back. Some of these messages indicated that this potential member was having a mental health crisis, which is not a service that our organization provides. We want to support our members in these situations to the best of our ability, but, as stated previously and within our onboarding & intake forms, which this member confirmed that they understood (see attached image #2 [note: this image is in PST]), we cannot provide medical or mental health emergency services. It's important to reiterate that our organization's services are not intended for emergency situations.

  On the same day at 2:18 PM (MST), the prospective member made the account inactive, which ended our ability to communicate within that messaging thread. We strictly adhere to Plumes policy for inactive threads: we cancel the membership associated with the messaging thread once it is encountered and provide a refund if particular circumstances are met. One of those circumstances is if a potential member deactivates their thread and has not had an appointment or completed the onboarding process yet, we provide a refund while canceling the membership. This particular prospective member met that criteria, and a refund was successfully provided.
  On 02/14/2025, one of our leads encountered the inactive thread. At 2:23 PM (MST), a refund was successfully provided to the prospective member, and their membership was canceled due to not completing the onboarding process (see attached image #1).

  As per Plumes policy, we predominantly communicate with our members within Spruce due to it being HIPAA-compliant communication. We only communicate outside of Spruce when necessary to protect the safety of our members medical information. This commitment to member safety is paramount in our operations. As stated above, since the thread was deactivated, we could not communicate with this prospective member, as messaging in an inactive thread is not possible.

• Initial Complaint

  Date:12/04/2024

  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.

   
  Complaint: 22638700
  
  I am rejecting this response because:

   

  Cancelling gender affirming care less than a day before the appointment is not appropriate. The information could have easily been confirmed during the appointment. It was clearly a typo and did not warrant a cancellation. If I cancelled that soon before the appointment if have to pay a fee. The service of Plume has been a tremendous disappointment and I will make sure none of my friends seeking similar services stay away from plume
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/12/2024

  Preface: All submitted images have redacted all personal identifying information except necessary information of proof. Particularly the states that were in question within the situation.
  
  On 11/25/24, the potential member finished our intake paperwork and scheduled an onboarding appointment (for 12/1/24) to prepare them for a meeting with a provider to become an active patient. They need to pay the initial $99 fee for membership before their appointment. The potential member provides us with the necessary information during the sign-up process. Parts of this include the state in which they reside. They are seeking care (this is, in part, to match members with the correctly licensed health provider who has the state licensing to provide care within that state), a home address, and a preferred pharmacy address (which the provider also needs to be licensed in the state that the member receives their prescriptions). This information is submitted by the potential members themselves upon intake.
  
  Based on the investigation, the potential member chose the incorrect state for one of the address sections. Due to this, on 11/29/24, one of our customer support specialists contacted the potential member through our HIPAA-certified messaging system, Spruce (our primary communications platform), to confirm the potential member's address to ensure they would have an appointment with the appropriately licensed provider. The address verification was due to one address in ******** and another in **** (see provided image #1). Explicit confirmation of the state you are receiving care is required for an appointment. 
  
  Admittedly, our customer support specialist needed to specify which address (home or pharmacy) she was attempting to verify. The employee could have also checked some of the intake paperwork to further investigate for better address clarification. We acknowledge the communication could have been more transparent on her part and that further investigation should have been conducted to verify the address. One of our lead care coordinators did communicate this to the potential member in their thread on 12/9/24 (see provided image #4). We have taken corrective action against this employee, which included additional training on effective communication and thorough investigation procedures, to prevent similar incidents in the future.
  
  On 11/30/24, another employee messaged the potential member in our messaging platform, notifying them that since we did not receive confirmation of the address, we would need to cancel their scheduled appointment and we would send a rescheduling link once the address was confirmed (see provided image #2). In response, on the same day, the potential member asked for clarification of confirmation on the address and also stated that if the appointment was canceled, to refund and cancel their membership (see provided image #2). However, they also noted that both addresses were correct despite the addresses provided being in separate states (see provided image #2).
  
  On 12/3/24, the matter was escalated to one of our customer support leads due to the request for a refund and a cancellation, as per our policy. The lead clarified the reason that we were asking for confirmation: the addresses were in separate states, and both addresses needed to be within the same state due to licensing (as stated above). The lead then provided the full $99 refund and cancellation as the potential member requested (see provided image #3).
  
  On 12/5/24, the potential member replied to the lead, confirming that both addresses were in ******** (see provided image #3).
  
  On 12/9/24, a lead care coordinator (a senior role) reviewed the situation in the thread and apologized for the potential member's unsatisfactory experience (see provided image #4). However, our seen by timestamp history shows that the member had not seen those messages at the time of submitting this report (12/12/24).
  
  On 12/11/24 and 12/12/24, another lead care coordinator attempted to call the potential member and left voicemails with no answer or response at the time of submitting this report (see provided image #5). The leads continue monitoring the thread and the phone call log when submitting this report. The voicemail on 12/11/24 requested a callback or a message in the thread. The voicemail on 12/12/24 notified the potential member that we would not be reaching out again, but they are welcome to message us in their thread or call at any point. We are continuing to monitor.
  
  Conclusion: We did provide a full refund of $99, the initial membership fee, and canceled the membership on 12/3/24, as requested by the potential member. We have made multiple attempts to contact them through multiple avenues because we are committed to resolving this issue and ensuring the potential member's satisfaction. However, we have not received any response at the time of submitting this report.

• Initial Complaint

  Date:11/09/2024

  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.

  In March 2024, I attempted to cancel my subscription to Plume, and I was assured that the cancellation process would be initiated. However, I continued to be charged $99 for the service for the following 8 months despite my cancellation request. I never attended an initial consultation, and I also wasn't given the opportunity to cancel it in my browser similar to how I was signed up. Had I known that they would make it challenging to cancel, I wouldn't have signed up to begin with, especially knowing that I hadn't received any services.

  Business Response

  Date: 11/20/2024

  **Note: To protect personal information, full personal identifiers have been redacted in case this response becomes public. See attached screenshot #1, which shows a partial view of the matching first two letters and matching domain of the requester's email address that matches the email that submitted this request, and screenshot #2, which shows the first three letters of the requester's last name, also matching, visible for verification.
  
  Due to an error in the intake process, the standard monthly payment was not appropriately stopped in our system during the cancelation process in March when the signup and the original cancelation attempt occurred. This was brought to our attention for the first time since the original cancelation attempt via email on 11/9/2024 requesting a refund (see screenshot #4).

  On 11/12/2024, a lead care coordinator responded to the refund request, notifying that the full refund ($891) had been processed and that it could take up to 5 business days for full processing (see screenshot #1).
  I have also attached screenshots from our payment platform showing the refunds provided (see screenshots #2 & #3). These screenshots show that all nine payments of $99 have been refunded (notified by the blue arrows in screenshot #2) and that payments have been stopped (see screenshot #3).

  Plume has conducted a thorough investigation and found the the overarching issue within our systems and has adjusted accordingly so this error does not continue.

• Initial Complaint

  Date:08/29/2024

  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 cancelled my subscription and medication without trying to take the payment. Basically saying I didn't pay when the money was sitting in the account just waiting for them to charge it. I just need my account reinstated and a discount for the days I wasn't able to pick up my medication.

  Business Response

  Date: 09/11/2024

  This member had multiple past-due payments. On 7/29/24, the member paid for one of those payments. We notified the member that there was still one past-due payment and that we needed confirmation from them before we charged the card. This would need to be paid before 8/27/24 to remain an active member (see attached screenshot).

  Our company policy is to get explicit confirmation from our members before running their card on past-due payments. That policy was communicated in the message to this member sent to the member on 8/23/24. We explicitly say, "Please note that cancellations are done manually" (see attached screenshot).

  Our billing specialists made every effort to keep the member informed and sent three messages to the member notifying her of past-due payment before we sent the cancellation notice. See attached screenshots for proof of notification from this member's message thread (dates of messages 7/29/24, 8/23/24, & 8/27/24). The final notice (cancelation) was sent on 8/29/24. That is when the patient finally sees all of our messages; there are time stamps of seen messages by our members within Spruce (our HIPAA-certified messaging platform). Had the member read our previous messages, they would have seen that past-due payments are run manually and that we needed confirmation.

  The same day that the member responded (8/29/24), we quickly restarted the membership, and notified the member that the last past-due payment was paid. But also notified the member that there is still one past-due payment that needs to be paid (before 9/27/24), and that she needs to notify us of when she wants us to process it. This membership is still active on the day of this response with one past-due payment.

  All screenshots are from the member's thread, but have been edited to remove any personal information about the member.

  Business Response

  Date: 09/11/2024

  This member had multiple past-due payments. On 7/29/24, the member paid for one of those payments. We notified the member that there was still one past-due payment and that we needed confirmation from them before we charged the card. This would need to be paid before 8/27/24 to remain an active member (see attached screenshot).

  Our company policy is to get explicit confirmation from our members before running their card on past-due payments. That policy was communicated in the message to this member sent to the member on 8/23/24. We explicitly say, "Please note that cancellations are done manually" (see attached screenshot).

  Our billing specialists made every effort to keep the member informed and sent three messages to the member notifying her of past-due payment before we sent the cancellation notice. See attached screenshots for proof of notification from this member's message thread (dates of messages 7/29/24, 8/23/24, & 8/27/24). The final notice (cancelation) was sent on 8/29/24. That is when the patient finally sees all of our messages; there are time stamps of seen messages by our members within Spruce (our HIPAA-certified messaging platform). Had the member read our previous messages, they would have seen that past-due payments are run manually and that we needed confirmation.

  The same day that the member responded (8/29/24), we quickly restarted the membership, and notified the member that the last past-due payment was paid. But also notified the member that there is still one past-due payment that needs to be paid (before 9/27/24), and that she needs to notify us of when she wants us to process it. This membership is still active on the day of this response with one past-due payment.

  All screenshots are from the member's thread, but have been edited to remove any personal information about the member.

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They fully explained that chat services are NOT 24 hours and sending multiple messages within the chat will put my inquiry at the bottom of the list. Also, the nurse and doctor personally reached out to me to let me know every step they took to figure out the issue with my prescription. They suggested using a different pharmacy and I have not had any problems since. The nurse also followed up with me to ask if I would still like to continue services with Plume. And if not, they would cancel services. I would like to continue services with Plume now that I have a full understanding of what to expect and how to get any issues resolved. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/23/2024

  On Sunday, 8/11/2024, at 10:58 AM (PDT), the patient messaged us about an issue with his pharmacy, which notified him that they did not receive the prescription we sent on 7/25/2024. In this same message, the patient also stated that he has had this issue with this pharmacy before (illustrated in the screenshot provided). On Monday, 8/12/2024, at 11:34 AM (PDT), our **** contacted the patient's pharmacy ************ who then notified our **** that they had yet to receive the prescription, and the pharmacy stated that another would need to be sent. This same day at 11:38 (PDT), the **** paged the provider, notifying him that he would need to send a new prescription (illustrated in the screenshot provided). We notified the patient of this update the same day at 12:42 PM (MDT), also informing him that we would get back to him in 2 business days (as seen in the screenshot the patient shared. There were no visible issues with the prescription going through to the pharmacy.

  On Wednesday, 8/14/2024, the patient messaged us at 6:47 AM (MDT) back, asking for any more information on the prescription being sent back out. Our automation messaging states that if the member sends another message, it will put their message to the back of the queue and can delay response time (illustrated in the screenshot provided). On the same day, at 2:16 (PDT), the patient started sending multiple messages, delaying our team's ability to see his message.

  On Wednesday, 8/14/2024, at 5:53 PM (PDT), the patient's provider messaged him, notifying the patient that it had to be a pharmacy issue as the prescription went through from the provider's visibility. At 5:57 PM (PDT), the provider resolved the page about the problem (illustrated in the screenshot provided). The patient responded to the provider that he thinks the pharmacy is also having the issue, reiterating that he has had this issue with this same pharmacy before (as illustrated in the screenshot provided). The provider recommended sending the prescription to a new pharmacy, as the pharmacy itself is causing the issue.

  The patient agreed and sent the address of the new pharmacy to which he would like his prescription sent. On 8/14/2024 at 6:01 PM (PDT), the provider notified the patient that the prescription had been sent to the pharmacy (as illustrated in the screenshot provided). At 6:02 PM (PDT), the patient expressed his gratitued by stating, "Thank you so much!"
  After that message, we have not received any further communication from the patient. So, the patient was apparently able to pick up his prescription from the new pharmacy.
  

  All information provided here is accompanied by screenshots with timestamps that will corroborate the information provided within this statement. Some information has been redacted to protect the patient's information and identity.

• Initial Complaint

  Date:05/03/2024

  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.

  The script wasnt actually sent out till the 6th and i have screenshots of the entire conversation with the dates. I also put the issue was not urgent bc they usually respond next day. I requested a refill on the 29th once I realized i was out and had no more refills. I was also infromed that the refills might not be sent out till the dr veiwed my blood work *** i had my follow up appointment, it wasnt until the 6th of may that i got a message saying my prescription was sent out. 

  Customer Answer

  Date: 05/08/2024

  The script wasnt actually sent out till the 6th and i have screenshots of the entire conversation with the dates. I also put the issue was not urgent bc they usually respond next day. I requested a refill on the 29th once I realized i was out and had no more refills. I was also infromed that the refills might not be sent out till the dr veiwed my blood work *** i had my follow up appointment, it wasnt until the 6th of may that i got a message saying my prescription was sent out. 

  Business Response

  Date: 05/08/2024

  The member messaged on 4/26/24 about needing more refills and changing the pharmacy, stating that the need was not urgent. On 5/1/24 a customer support agent requested that the member send us the address of the updated primary pharmacy also noting that once we have the new address we can send the refill request to the provider. The member responded same day with the address, and the member's provider was paged for a refill request. On 5/3/24 the provider resolved the request and sent out the refill to the updated pharmacy.

  Also, on 5/3/24, the member reached back out since the refill had not been able to be filled and asked if the script had been sent out. A customer support agent messaged back with a copy of the member's labs and also our standard process for appointments with labs. Understandably, the member needed clarification due to the standard lab messaging, which discussed that refills are typically addressed during lab appointments. However, the member voiced concern, and a customer support agent contacted the provider directly for clarification.

  The provider was paged on 5/6/24 about the member's concern and the provider responded the same day that the refill had already been sent on 5/3/24 but there was a transmission error on the refill and resent the refill. On the same day, a VRN, ensuring a thorough follow-up, contacted the member's pharmacy to ensure that the refill had arrived, which it had, and notified the member that the refills should be available for pickup.

  This issue is resolved. Screenshots have been provided to confirm dates and communications about the issues.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************them for cash without delivering on the promises made. Very predatory company, I don't recommend them at all!! Buyer beware!!!

  Business Response

  Date: 05/23/2023

  Once we received this person's messages, we immediately called on the phone. We asked them if we could give them some details about what happened and if there was anything we could do to support them in the situation. They chose not to have any conversation about the situation and asked for a refund and to cancel their membership with **, which we stated that we could do for them. We asked if there were any final questions that I could answer before ending the call. They asked how long it would take for the refund to process, and we explained that it could take up to 3-5 business days. After the call ended, we immediately refunded their money and canceled their membership with **.

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  The company is a membership service which offers Gender Affirming Hormone Therapy among other services. The membership is supposed to provide access to medical experts to discuss your medication regime and prescription writing services. My prescription has needed adjustment for weeks, but they will not respond as promised. They also do not offer any mechanism to cancel the service, despite the fact that they are not providing the promised benefits. I have been waiting for over 5 weeks.

  Business Response

  Date: 01/12/2023

  We are sorry that you have not had a great experience with Plume. Our response time are typically within 2-3 business days, but due to high demand over the holidays there has been a delay with responding to members.
  
  Your provider has reached out to you in your patient thread, and after reviewing your experience we are issuing you a refund for the month of December for the inconvenience caused. If you have any other questions or concerns that you would like to discuss, please feel free to reach out to us on Spruce or via email at **********************************.
  
  We are sincerely sorry for the frustration caused, and hope that we can meet your expectations moving forward.
  
  Our best,
  The Care Team at Plume

• Initial Complaint

  Date:12/27/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************dispute as it was an authorized recurring transaction.

  Business Response

  Date: 01/06/2023

  Hi there,

  I'm Luci, one of the care coordinator managers at Plume. I am sorry that you have not had a great experience with our systems. Even though our system does use automation to ensure that you are directed to the right place, I can assure you that the ****** Services Team at Plume is comprised of actual people, most of whom being trans, non-binary, and gender non-conforming folks. Our response time is typically within 2-3 business days due to demand.

  I have issued a refund of $99 to you and the money should appear in your account within 3-5 business days. I have also reached out to you in your patient thread in Spruce with this information. If you have any other questions or concerns that you would like to discuss, please feel free to reach out to us there.

  Thank you

  ***************

  Care Coordinator Manger at Plume