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:12/17/2024

  Type:Product 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.

  On10/02/2024 and 11/042024. This company charge my bank account $41.93 on each of the above dates. I message them and said that I wanted my money return. The responder said she would not even though they specified money back guaranteed. They never returned my money and I discovered they had charged my card again for another $41.93 on 11/04/when I had emailed them to cancel the subscription. I want my money back!

  Business Response

  Date: 12/18/2024

  Good morning *******,

  Thank you for raising this to our attention. I apologize for the miscommunication with your subscription charges, but allow me to provide a bit of clarity:

  1. The $41.93 dollar charge is the price for the subscription. You signed up for Futur Health on October 1, 2024, which explains your first initial charge. Then, due to you purchasing a subscription, the next monthly payments are invoiced on 11/01/2024 and 12/01/2024. 

  2. We have no record of you ever communicating to us that you wished to close your account, or request a refund - is there a screenshot that you can provide that can confirm this communication? That screenshot would be additional justification to process you a refund.

  3. The subscription fees you incurred do qualify for a refund. If you reach out to us at ************, we would be more than happy to discuss your billing, process refunds for qualified expenses and could cancel your account promptly over the phone. 

  I am  escalating this on my end as well, but our process advises clients to reach out to Futur Health's billing team at ************ so that they can. review and discuss the charges over the phone. 

  Thank you again for raising this to us and please do reach out to ************ to discuss your reimbursement for the subscription charges.

  Bests,

  SaVonne

  Patient Support Manager

   

• Initial Complaint

  Date:11/26/2024

  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.

  This service promised medical assistance and now I cannot get ahold of them.

  Business Response

  Date: 11/27/2024

  Hello,

  ***** enrolled in the program on 11/22/2024. As part of our programs structure, a synchronous visit with a provider was not required for her initial steps. Instead, she completed her initial visit intake form asynchronously on the same day (11/22 at 1:06 AM).
  
  Following her submission, we promptly began processing her order and successfully sent it to the pharmacy for fulfillment later that morning (11/22 at 10:56 AM). The order, identified with tracking number 8dbfcd1b-7eda-452c-8ef6-20a166bb33b2, has been processed in accordance with our policy. As outlined in our terms, once an order has been processed by the pharmacy and an order number is generated, we are unable to issue a refund. However, we are committed to providing accommodations, such as replacements, for lost or damaged medication.
  
  ***** was notified via email on 11/25/2024 at 9:40 PM that her order had generated a tracking number and was scheduled for delivery to her address today, 11/27/2024.
  
  Please let me know if any additional information or clarification is needed.
  
  Best regards,

  SaVonne

  Patient Support Manager

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22601891
  
  I am rejecting this response because all efforts to communicate with this business were failed. I never received an email. I received a text stating it had been shipped out and more texts with delayed shipping. I've tried even after placing the order to contact and cancel bc I was skeptical about the lack of communication. All due respect, I do not have the product and will refuse if and when it arrives. I do not have to pay criminals for services. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/19/2024

  *****,

  Apologies on your dissatisfaction with our service. I was able to escalate this higher to see if we could refund you back and it appears that we do not have a refund option available - possibly due to your bank voiding the payment. 

  Again, I apologize for your experience with us and  take your feedback regarding our communication very seriously.

  I wish you all the best going forward and please let me know if there is anything further I can do for you.

  Have a great rest of your year.

  SaVonne

  Patient Support Manager

  Business Response

  Date: 12/20/2024

  *****,
  
  Apologies on your dissatisfaction with our service. I was able to escalate this higher to see if we could refund you back and it appears that we do not have a refund option available - possibly due to your bank voiding the payment. 
  
  Again, I apologize for your experience with us and  take your feedback regarding our communication very seriously.
  
  I wish you all the best going forward and please let me know if there is anything further I can do for you.
  
  Have a great rest of your year.
  
  SaVonne
  
  Patient Support Manager

• Initial Complaint

  Date:11/20/2024

  Type:Product 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.

  Summary: Deceptive practices - selling a subscription disguised as a one time purchase. Charge customers regardless of product/service delivery. They are unable to provide the service they are selling, they're providers are overwhelmed an unbale to meet appointments that scheduled. Details:I purchased a health product from this company which required an appointment with one of their health care providers. I made an appointment and after waiting for 6 minutes on the phone, I hung up. I noticed they charged me and marked me a "No Show". So I went online and scheduled another appointment. I received a link through text for a video appointment. I used the link and after waiting for 8 minutes, no one came online, so I re-clicked the original link to try again. After waiting for 5 minutes, the provider came on the video and said she is unable to access my information on her computer because we connected so late (the appointments are allotted 15 minutes and patient information is inaccessible after that time). I told her this is outrageous as I have been waiting for 13 minutes total. She offered to reschedule and I declined asking for a refund. She said I would need to contact customer service. I emailed customer service explaining all of this and requesting a refund. They never replied and continue to chare me $399 a month for a service they are not providing. I have contacted my credit card company and will continue to escalate in every way possible. These are abusive business practices to trap consumers and needs to be stopped. They charge customers for services they are not able to provide. Their medical providers are overbooked and unable to make scheduled meetings.

  Business Response

  Date: 11/22/2024

  Hello,

  I want to start by sincerely apologizing for the miscommunications that have occurred. As a gesture of goodwill, we will reimburse all four charges incurred by ******. That said, I would like to provide an overview of how ******* participation in the program has progressed to date for clarity.
  
  Since ****** joined the program, we have made multiple attempts to schedule his provider appointments:
  
  - 08/26/2024: An initial appointment was scheduled but was unsuccessful.
  - 08/27/2024 (12:22): We reached out to reschedule, but no reply was received from *************
  - 10/05/2024: Another appointment was scheduled; however, it appears ****** experienced technical issues during this session. These issues may occur if a patient navigates to a different tab while the session is active, which prevents the provider from seeing the patient in the virtual room and marks the appointment as a no-show.
  

  Following this, we reached out again on 10/05/2024 and 10/07/2024 to reschedule the missed session. ****** replied on 10/09/2024 with what he said to the provider:
  "I asked for a refund at that point and she said I would need to contact customer service or reschedule. I am not rescheduling for a third time. Please provide a full refund."
  
  In this exchange, ****** was directed to contact customer service to submit his refund request, but we did not receive any communication from him after that point.
  
  Further attempts to reach ****** were made on 10/22/2024 and 10/28/2024 without a response or any indication of a desire to cancel his subscription. We have also recently forwarded an email to inquire about his subscription status and whether he would like it cancelled.
  
  We deeply regret any frustration caused by these miscommunications and the challenges ****** experienced in scheduling his appointments. We are committed to improving our processes to prevent similar issues from occurring in the future.
  
  If there are any further questions or concerns, please dont hesitate to reach out.

  SaVonne

  Patient Support Manager

• Initial Complaint

  Date:11/18/2024

  Type:Product 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.

  OpenLoop Health, ************ with FuturHealth. OpenLoop is ultimately the company that charges the consumer (me) the fees when signing up. This is clear when FuturHealth (as discussed with support *** named - "Regen") can only point the finger and charge responsibility at OpenLoop . There is ZERO support numbers for OpenLoop and FuturHealth will not give any contacts out. Nothing. Banking Fees: $129.00 Monthly and $1399.00 one-time for medication. 1. OPNLP* FUTUR D17 HTTPSOPENLOOPIA - 5102 -$129.00 2. OLFUTUR* OCT-***** OPENLOOPHEALTIA - 5102 -$1,399.00 The Monthly charge is reflected with an email confirmation by FuturHealth. The services for this monthly charge cannot be used until the medication use has commenced through OpenLoop... but the medication never ships. Even after you go in for blood work. They tell you there's a next step and to wait for the email next task, which could take 8-24hrs. The email never comes through. Not in spam or junk folders. The $1,399.00 charge does not come with a confirmation or receipt. I would like OpenLoop to fulfill its obligation/product delivery OR issue a refund for the $1,399.00. Please see attachments

  Business Response

  Date: 11/20/2024

  Good morning,

  I sincerely apologize for the extended delay in sending out your medication. Unfortunately, there was a holdup in processing orders due to issues with confirming payments in our billing platform. I understand how frustrating this must have been, and I deeply regret the inconvenience caused.

  The good news is that weve been authorized to manually push through delayed orders, and Im happy to let you know that your order was successfully processed this morning. It has been sent to HealthWarehouse Pharmacy, and your order number is 5728214.

  Once again, I truly apologize for the delay. Moving forward, this issue should not occur again, as weve also implemented alternative methods to expedite the process in the event of future delays.

  If theres anything else I can do to assist you, please dont hesitate to reach outIm here to help.

  Best regards,

  OpenLoop Health Patient Support manager

   

• Initial Complaint

  Date:11/12/2024

  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.

  I attempted to use the advertised 24 hour service on ********** website that partners with OpenLoop. OpenLoop failed to provide any healthcare within 48 hours (a whole day after advertised) and I never spoke with a professional. I specifically requested a specific medication, due to my allergy to another, and not only did the provider fail to speak to me, the sent a prescription I am allergic to AND charged me for a visit that NEVER occurred. The healthcare provider needs to be investigated and the company as a whole should NOT be providing care to patients as they are threatening lives. Please contact me if youd like to hear more.

  Business Response

  Date: 11/13/2024

  Hello ********,

   

  We understand you have some concerns that we would be happy to address and help clarify.  We offer two types of visits with our providers; synchronistic or face to face visit and asynchronistic or not a face to face visit.  You had the latter, which means our provider reviewed your intake form and prescribed.  Your intake was received on 10.30.24 and reviewed on 10.31.24 prescription was issued to the pharmacy on 11.1.24.  The prescription written did not contradict the allergies you listed on your intake form.  An invoice for the services was created, but had recently been voided.  You are no longer responsible for further payments.  If you have any further concerns or questions please, contact us at ***************************************************************.  

   

  Thank you,

  *****

  Customer Support Manager

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22544883
  
  I am rejecting this response because: That is not what happened. I specifically requested fosfomycin and my request was *********** also have all of the data incorrect. I was not given any information on 10/31 and the first I heard from you was 11/1. Go look at all the phone calls I made with zero information provided. Your business needs to be looked at and shut down - you are incompetent and make careless mistakes when it comes to healthcare.
  
  Sincerely,
  
  Paterson ********

  Business Response

  Date: 11/15/2024

  Hello ********,

   

  We understand you showed interest in specific medication phenazopyridine, however, it is the providers discretion on what medication is prescribed. The ******** medication that was prescribed does not contradict the allergies (********** and ***********) that you listed.  We hope this helps to provide the needed insight to your concern.

   

  Thank you,

  Annie 

  Customer Service Manager

• Initial Complaint

  Date:10/25/2024

  Type:Product 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.

  I have ordered, and paid for medication from this provider. This has not been delivered. I reported this to openloop and notified *** on 10/18/24. I have repeatedly contacted open loop for an update and resolution to this issue and had one email telling me to report this to *** and provide them with the claim number which I have done several times. I feel that no action is being taken to address this. I would like the medication ordered or if they are not going to provide this a refund for the money I have paid.

  Business Response

  Date: 11/01/2024

  Hello *****,

  We thank you for raising your concern.  When a patient reports that a package has not been received, our process is to check and confirm tracking with the courier.  In your case the courier reported the package as delivered on 10.15.24 10:13 A.M., please see attachments. 

  As a medical practice, we cannot issue replacement medication until certain measures have been fulfilled.  We do apologize for the delayed response, regarding your report that package was in fact not delivered by USPS.  Once you were notified to contact the courier and file a claim, the pharmacy is required to receive that claim number.  There was a disconnect between the courier and pharmacy in receiving the reported claim number, we do apologize for this, as it is out of our hands.   

  Thank you for doing your diligence in helping to fulfill the requirements for a replacement medication.  We have reached out to the provider to complete a new prescription replacement, once this has been completed you will receive an order number confirming your medication has been sent to the pharmacy via email.  Your patience in this matter is greatly appreciated, as this is not the typical standard of our company. 

   

  Thank you again,

  Annie 

  Customer Service Manager

• Initial Complaint

  Date:10/21/2024

  Type:Product 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.

  08/21/24 I was wanting a video appointment to get *******, My phone quit so I didnt proceed. They charged me this amount with no product received. I stopped pay ment but my card company said it was legit since I didnt contact them in 72 hours. This is a scam and I want my money back.

  Business Response

  Date: 10/22/2024

  Hello *****,
  

  We appreciate you reaching out with your concern.  We want to make sure our patients understand what they are signing up for, which is why the terms and conditions are signed by our patients, prior to enrollment, ******************************************; You are able to cancel a subscription at any time, once you have fulfilled your subscription requirements, no further charges will occur, contact us at ************ or email ******************************. 
  

  Upon your decision to dispute charges with the bank/credit card **** we can no longer independently handle any refunds.  The case will now be handled directly with your bank/credit card *** to decide the outcome.  Please, contact your bank/credit card *** for further details regarding the status of your charges/refund. 

  
  

  Thank you,

  Annie 

  Customer Support Manager

  
  

• Initial Complaint

  Date:09/30/2024

  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 attempted to do Everlywells Gl-P1 weight loss medication program and open loop is their back office company (customer service, billing, etc.) they charged me $59.99 for the providers consult where neither the provider or the prior auth/billing team notified me that Iowa didnt qualify for this medication shipment. They had already charged me $199 (on 8/1/24) on top of the consult fee to start my program. I did not find out that Iowa didnt qualify for the shipment of this medication until after I had the order confirmation. I asked for a refund of the $199 because I was no longer eligible for the medication. My order was canceled the shipment was never processed. Once the order was cancelled I never received the refund I was promised. They said I should receive the refund in 5-7 days and I did not. Im now going on 2 MONTHS of trying to get that money back. I have numerous emails and calls to openloop and Everywell and theyre claiming this matter has been escalated to the billing team each time Ive contacted them. I asked to speak with a supervisor and the billing team directly today (9/27/24) and they refused to do so claiming its policy that they cant transfer to a supervisor or that team. As consumers we have every legal right to speak with a supervisor and/or persons that can solve the issue.

  Business Response

  Date: 09/30/2024

  Hello Mariah,

  Thank you for raising this concern with OpenLoop.  We apologize for any inconvenience you may have experienced as a result of your cancelation and refund request.  Please note, your refund has been processed in the amount of (199.00) to your account, this may take 5-10 business days to appear.  We have provided a copy of the refund amount for your records in the attachments.  It seems as though there was miscommunication with our team and that the cancellation process, which does not lead to an automatic refund.  We thank you again for your patience in this matter.  

   

  Thank you,

  Annie 

  Customer Support Manager

• Initial Complaint

  Date:09/19/2024

  Type:Billing 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.

  I have been receiving automated correspondence from Open Loop via text and email informing me that I owe them a balance. The balance amount is unspecified and when I contacted the company to request billing details and receipts for the unspecified services, I have received no communication from the company.This company is harassing me and I worry about what they will be able to do to my credit score considering I will not and cannot pay an undisclosed amount of money for unspecified services on an unknown date.

  Business Response

  Date: 09/20/2024

  Hello ******
  
  We thank you for reaching out and are happy to help clarify the charges for you.  On 5/2/24 and 8/27/24 we reached out by phone to discuss the charges owed and both times went to voice mail.  All of the charges (see attachment for itemization of charges) were sent to Aetna applying a (*****) ****** for each Date of Service, we had already had a (*****) visit fee from you applied, leaving the remaining balance of (120.00).  We hope this helps to explain things for you.   
  
  Thank you,
  
  
  Annie 
  OpenLoop Health
  Customer Service Manager

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22308255
  
  I am rejecting this response because: They reference an attachment but there is no attachment. Please have them provide an itemized receipt/bill.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 09/23/2024

  I attempted to pay the bill using the link they provided to ********

   

  The site did not allow me to pay the bill and when I called rxnt they told me it was an issue I would have to handle with OpenLoop. I called OpenLoop and was left on hold for 20 minutes before deciding to just go through the BBB again. 

   

  At this point I will pay the $120 to just get this company out of my life, but the method they provided to pay the bill is not working. Please provide a working link or website or bill pay management software so I can pay you the money you have been sending harassing emails and texts about and get you out of my life FOREVER!!!

  Business Response

  Date: 09/24/2024

  Hello ******,

  It seems as though you are experiencing some issues with the link in order to pay your bill.  I have included the link here for your convenience, ************************************; Please, copy and paste the link into your web browser and input the information requested to complete payment. 

  Thank you,

  Annie 

  OpenLoop Health 

  Customer Service Manager

• Initial Complaint

  Date:09/09/2024

  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.

  Started in May of this year: had a tele-med appt with Open loop Health was supposed to be virtual and then it went to a phone call. Did not think anything of that. Went fine. I sent in my labs but I never heard back from anyone about my follow up appt. Never received a receipt for my appt to give to my flex acct. Never received my medication. They said my labs would not work but continued to try and charge my flex account for my medications that my labs were not good for. I asked for a receipt over and over and over again. They would not give me one. Then they would not refund me for the medication either ******. My appt was ****** Now my flex card is blocked and I cannot use it until I get a receipt. I have asked and they will not give me one. they know I have reached out to the BBB and I am waiting to see if that matters to them. My Flex acct knows ,,, I think as long as they have read the emails but now I don't even care about the refund I just want my account unblock so I can have my hormone blocker surgery that helps to prevent my estrogen based cancer from coming back. This really has been a cluster all because one of my doctors had to move and I needed to see someone in the interim between the move. The reviews said this group was legit. Tele-med is a joke, real docs are the way to go. All I want is a receipt. Why is that such a big problem?

  Business Response

  Date: 09/13/2024

  Hello *****,
  
  
  We would like to address your recent concern. OpenLoop services our client FuturHealth, providing; pharmacies, providers, medications, lab requisitions and customer service.  Our charges will deal directly with patients medications, however, charges outside of a patients medication will be handled by the client directly.  
  
  On 9.13.24 we refunded your account ending in ***7125 in the amount of (******) for the cost of medication that was not received (see attachment for details). This charge may take 5-10 business days to appear in your account.  The ******** charge made for your subscription is with our client, and will need to be addressed directly with FutureHealth at ************ or email ***************************************.  We hope this provides you with the clarification needed.  
  
  
  Thank you,
  *****
  Customer Service Manager
  
  

  Customer Answer

  Date: 09/16/2024

   
  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,
  
  *******************