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:03/17/2023

  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.

  On December 22nd ***************************************************** my prescription. I was assured by staff that I can just do a three month script, and that I wouldn't have to worry about cancelling because it would be taken care of. I had received an email on March 15 saying I have a new shipment on it's way. I did not request an additional three months. Because there is no way to cancel through the portal itself I have to contact customer support to cancel the subscription. I had sent several emails in an attempt to cancel the order before it shipped. No response. The package has now shipped for a product that I do not need. This is completely irresponsible, it is not only a waste of medication (as I'm now on insurance and no longer need the medication) but incredibly stressful. Estrogen through folx is 180 times the amount I pay through insurance. I do not have the money to cover, the fact that there was so much red tape preventing me from contacting them to cancel the order is so anti-consumer. I feel like in a country where healthcare is so expensive, having a company who provides to the marginalized should not be penalizing them like this.In short, because of the practices of the company I was unable to cancel my order and I'm stuck with a $180 fee. If I was able to contact someone sooner this entire thing could have been avoided, but they purposely make it difficult to contact anyone in order to cancel the order.

  Customer Answer

  Date: 03/27/2023

  [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:09/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been charged for a product I did not receive.On July 29th, August 29th and October 29th three separate times I was charged for the ********************* costs of my T-gel through Folx. I have only received two shipments of medication, but have been charged for three. You can see how this is troublesome to me.My medication was out of stock for a month or so, & when I inquired about this, a customer service representative (*****) from Folx assured I should be reimbursed the roughly $57 of the ********************* charge for August 29th. Considering I did not receive the product, I thought this a fair resolution then October 29th rolls around, and Im charged again. No refund for the prior 2 months worth of meds. I was charged for something they did not, and could not, ship to me, and I was never reimbursed. I sent another email on Wednesday, the day I was charged for October, and have received no correspondence. Typically theyre quick to reply to me.Very suspicious; I just want my money back for a product I did not get, under a service that could not provide it to me at the time.

  Business Response

  Date: 10/01/2022

  Member pays a monthly fee for medication, labs and clinical time. The medication they typically receive was out of stock with the **** pharmacy vendor so their prescription was sent to a local CVS to pick up.  They were credited $100 off their last payment to account for the need to pick up their rx at a local pharmacy.