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:04/01/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Hired FOLX to go through the process of getting a ***** letter for my insurance company. The provider they selected for me was not qualified to draft this type of letter. Letter has been rejected by second provider since the **** provider wasn't qualified. Went back to **** to resolve and get an additional appointment to finish the ***** letter with a qualifying provider and they no longer offer this service. I reached out to FOLX directly to request they finish the ***** letter writing process or refund what I have paid into it so far and they offered no resolution.

  Business Response

  Date: 04/10/2025

  Unable to find patient information based on name and email address provided. Please provide email address and/or name used to sign up for FOLX services. 

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   
  this just denies I ever used their services. the email address i used is ********************* all other identity information is correct and accurate. This obviously doesn't resolve since they are just denying I did business with them
  Regards,

  ***********

   

   

• Initial Complaint

  Date:12/06/2024

  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.

  I scheduled an appointment when I was in eastern time zone. I live in pacific time zone, they require you to be in your state for appointment. Their scheduling system set my appointment time for eastern standard time, and I do not recall anything pointing this out to me. Since Im in pacific and I have to have appointment in my state I obviously thought my time would be pacific time. Yes, they do send email confirmation and when I got it I only paid attention to the time and not that it said American eastern time so I admit missing that.On the day of my appointment, I get text saying my appointment is at 11:15, but that doesnt indicate time zone, so thought everything good, then I start seeing correspondence about missing appointment around 10 very confused. I start looking deeper into things and I start realizing what happened. The email confirmation did say 11:15 in ****, but was now saying 815 PT. They charged me no show fee of $65! I reach out to them and explain I get very rude ***ly with 0 empathy and link to their policies. Im aware of the $65 fee, thats why I scheduled 11:15, I would be available at that time. I was not aware my appointment was at 815. If they tried to call me around this time, I wouldve made myself available to avoid all this, but no one reached out to me. Then in all my correspondence, the rude *** blames me for not knowing how their site works and ***eatedly sends Link to faq about their scheduling policy and $65 for no show, very condescending. Doesnt acknowledge other items mentioned in my email either. Also they state I should get ***ly up to 2 business days, it 5 business days. Assuming they do not tamper with my account, I can provide messages to bbb. Including text reminder screenshot indicating 11:15 appt, no time zone listed, sent day of appointment.

  Business Response

  Date: 12/07/2024

  Member booked a Telehealth visit while they were in ET so the scheduling system booked them in ET, even though the state they would be in for the visit was in PT. An email notification was sent with the correct time and time zone after the visit was booked however, member has been refunded the missed visit fee due to the confusion. 

  Customer Answer

  Date: 12/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  Thank you, BBB. While it appears theyve issued refund, Im quite upset at all the time I spent working directly with them on something they need to address. The *** whom I dealt with was quite rude and condescending too. Despite this going in my favor this is an experience I dont need again and will longer due business with them.
  
  Regards
  

• Initial Complaint

  Date:11/04/2024

  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.

  They will charge you $25 every missed appointment

  Business Response

  Date: 11/04/2024

  Member visit no show policy is posted in multiple placing including in terms of service, in FAQs and during intake. Screenshot attached and URL posted here:  **************************************************************************************************************************

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Missing perscription faild to send full perscription around 6/15/24-7/4/24. Was missing 39 pills Then messed up my perscription squedualled date from 9/15/24 and resquedualed it to 10/15/24 and has failed to respond to my messaged for 2 weeks. No one has replied or resolved the problem as of today 9/27/24

• Initial Complaint

  Date:05/08/2024

  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.

  I paid for a membership through Folx, which is required before you can see that your insurance is accepted. I found out afterwards that they do not accept my insurance and they agreed to issue a refund. The refund amount was accredited to a credit card when I made the payment through my debit card. The credit account does not have a balance and I explained the situation to them and they have not fixed the error. I am not receiving my agreed upon refund because it's going to an empty account.

  Business Response

  Date: 05/12/2024

  Attached are screenshots of refunds requested to the card on file which was used to purchase a membership and clinical visit. The Stripe billing system is only able to provide refunds to the card on which the payment was made. 

• Initial Complaint

  Date:04/10/2024

  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.

  Folx uses a membership model where they hide the pricing of the actual services. I signed up for the membership under false pretense and so far, folx has been unresponsive in providing my refund for this predatory membership

  Business Response

  Date: 04/14/2024

  FOLX works on a membership model which is outlines in numerous places on our website and in the membership sign up intake. Our medication, lab and membership prices can be found here: ************************************************* and here: *************************************************. And as per our terms of service, which can be found here: ************************************************, membership is non refundable. 

  Additionally, all FOLX memberships come with a 10-day free trial, during which time members can cancel their membership without charge. There is also an email notification provided when the trial is nearing the end date to ensure members are aware of the upcoming payment. 
   
  

• Initial Complaint

  Date:02/22/2024

  Type:Delivery 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.

  Scheduled a first clinician 30 minute video conference at a cost of $159.00 on 2/22/2024 @10 AM via Zoom. The Clinician was a no-show despite accepting the meeting prior (and my money). Was waiting for 45 minutes (15 minutes prior and 30 minutes during the actual meeting time). Sent complaint message to Folx but no reply (as of today).

  Business Response

  Date: 02/24/2024

  The patient's clinician had a family emergency and did not show to the scheduled visit, so FOLX provided a full refund and provided instructions for the patient to rebook. 

  Customer Answer

  Date: 02/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/28/2023

  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.

  I recently considered restarting my Folx subscription, and took them up on their free trial offer to check out what was new. When I determined that **** care was still inaccessible to me at this time, due to the state I live in, I sent a support ticket to cancel my free trial & to not restart a monthly membership; I never scheduled a care appointment, and my membership tab (correctly) proclaims that my membership is inactive & has been cancelled. All seemed well and good; I expected no further charges to my card. However, I was charged $39.99 last Thursday for the monthly membership subscription fee. A fee paid to a company I do not currently do business with & am not currently subscribed to. This is not my first issue with Folx, but its certainly the most egregiously faulty on their end. I have screenshots of my cancellation support tickets + my current profile stating I am NOT an active subscriber and should NOT be paying any membership fees. Ive sent multiple support tickets about this issue since I got the receipt, but no replies yet. I understand people are busy, though. I just ask that it is understood that is my money, and I sincerely tried to do my part to make sure I wasnt going to be unduly charged please help.

  Business Response

  Date: 08/29/2023

  Member wrote in to cancel on 8/14 and on 8/18 an employee on FOLX support team provided steps for the member to cancel via self service (this was not completed). Member wrote back in on Thursday 8/24 asking to have their account cancelled. FOLX provides an automated response that it may take up to 3 business days for non urgent responses to requests. Their account was then cancelled by FOLX and the $39.99 fee was refunded on Tuesday 8/29 (screenshot attached). 

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair 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.

  ****'s subscription model revolves around sending 3 months' worth of HRT at once and then billing the cost of it broken up over the 3 months. Once you receive your next supply you're stuck in paying the 3 months with no exceptions. While I take issue with the idea on principle, I watched it play out over the past few weeks. I ended up having to move on short notice, and saw an opportunity to move from virtual to in-person care for my transition needs. **** had sent out a box in mid-March, which I purposefully did not pick up since I knew I wouldn't need it. ***** said they would send it back March 25th but it doesn't seem like that happened since I'm still getting notifications about that. I explained my situation, emphasizing that I wanted to switch my care. Testosterone is a controlled substance, which means I'll likely have trouble seeing a new provider. I also am struggling financially and the monthly fee broke the bank for me this week. While I don't like it, I get it if I had received the box and used it since I utilized the service. However, I have not touched the box sent in March which is to be paid for in April, May, and June. It was supposed to have been sent back by now. I take issue with being billed for a product that I did not receive (by choice). I do not think I can tell ***** to send it back; I think that is on the shipper's end. Folx is pretty firm on no refunds but I can show I never touched it and have not gotten any labs done or appointments recently, so effectively I had already ceased usage of the service well before April and well before the shipping of the box. The move happened quickly, and I had thought the prescription had already been returned by the time I reached out to cancel. I cannot afford this and I feel I am now being robbed of my ability to choose my own provider.

  Business Response

  Date: 04/13/2023

  Patient has been with FOLX Health for 2 years (since April 2021) and is aware of our current pricing structure, including that medication is sent in 90 day prescriptions but that we break that cost up to be a monthly fee so it is not one large payment. Once an order is sent, the patient is charged monthly for 3 months to complete payment on that 90 day prescription. In addition to having been with FOLX for 2 years, the patient was on a care ****** receiving 12 months of free care from FOLX during this time. Our team has reached out to ***** and the pharmacy to see if we are able to retrieve the order that was sent but that the patient says they have not received, and we have not been able to locate it at this point. If we are able to locate the package and medication, we will refund the order. Please note that even if we are able to find the package and return, FOLX will have to cover the cost of the medication because it can not be "reused" and will be discarded by the pharmacy. 

  Customer Answer

  Date: 04/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I have a few points of contention with this response before I'm ready to
  move forward. First, **** mentions my receiving of a ***** for a year.
  This is not only irrelevant to the matter at hand, but it was a separate
  organization that partnered with the business to offer my *****. It was
  the Trans Lifeline that handled the *****, and mentioning this seems
  like a ***** attack on my character to paint me as ungrateful or
  something of that nature. Second, while it is outlined that the payment
  model is centered around breaking up the payment of a 3-month supply,
  and that a membership has to be canceled at least 48 hours before the
  shipment of the next box, there is no reminder or notice that the
  patient receives before the next box is sent out. There isn't even
  anything in the patient portal that mentions when the box goes out. When
  a 3-month payment agreement is on the line, I would expect more
  transparency on how long a patient has to cancel their membership.
  Finally, I offered all the information I had as far as where the package
  is at this moment. I attached the screenshot of the ***** app showing
  the location, and the text reminders I have been receiving about the
  package, with the most recent one being just 2 days ago on 4/11/23. I
  sent it to a ********* for pickup, and did not pick it up, as the
  tracking info shows. Since I have still been receiving texts about it, I
  would think it's still there, despite ***** saying it would only hold
  it 5 days. If Folx is willing to accept a return and issue a refund, I
  am amenable to this, with my understanding I would have no more
  outstanding payments.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jacky

   

   

  Business Response

  Date: 04/14/2023

  Patient was notified on 3/13 ********** portal message from their clinician that a new order/refill was being sent - these messages are sent every 3 months prior to the refill being shipped. The patient did not reach out to our team until 4/5 requesting to cancel. As noted in our original response, we will provide a refund if we are able to get access to the package and have it sent back to our pharmacy. FOLX will still need to cover the cost of the medication as medication that is sent back to the pharmacy is destroyed and FOLX has already paid for it. 

• Initial Complaint

  Date:04/08/2023

  Type:Delivery 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.

  We paid two bills of $174.14 for my prescription of estrogen and testosterone blockers on February 24th and March 24th.We expected to receive the prescription around March 17th.We have not received the prescription for either charge, and it is currently April 8th. It has personally put me through a lot of physical and emotional trauma.We have tried contacting Folx several times both through email and through their site to no avail.

  Business Response

  Date: 04/24/2023

  FOLX clinical and member support teams have tried to contact the patient on multiple occasions letting them know that they are due for a refill but need to respond to their clinician before it can be sent out. Additionally, someone who is not the patient but claimed to be their mother reached out to our support team asking for assistance - they were told that we can not share information about the patient due to HIPAA and ask them to have the patient reach out directly. We have not heard from the patient directly yet. We went ahead and refunded the monthly payments for March and April (those will show in their account in **** days) however we need the member to reach out directly with the email that they used to sign up - ****************************.