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:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 21, 2025 I paid a $49.00 consultation fee to Alloy with the understanding I would be connected with a doctor *** specializes in menopause to review my symptoms and recommend a treatment plan for me.Alloy's prolific online advertisements claim that unlike its competitors, all of its doctors are "menopause-trained doctors." This is so much a part of Alloy's identity and brand, the subject line of each email I received from Alloy read "you've got a message from you menopause-trained physician."However, email correspondence with the physician I was connected with, about menopause treatments, medication side effects, and risks, included not-insignificant errors and omissions. I reluctantly had to conclude that this doctor's knowledge of menopause knowledge which I viewed as essential for a doctor I was expected to trust was inadequate for my expectations and needs. I requested a refund from Alloy customer support, stating my reasons as outlined above. I also requested that Alloy remove my credit card information from their website.They responded on March 18 to say that they would not provide a refund nor would they remove my credit card information from their website.I am unsatisfied with this response, which is why I am filing this complaint with BBB, and am strongly discouraging others from using Alloy's service. Based on my experience, I cannot recommend it. Please find attached to this complaint a pdf with full details, including screenshots and website links, to support my claim.

  Business Response

  Date: 03/28/2025

  While we understand that this patient feels they should not have to pay for the consultation, it's helpful to put the experience into a different context. If she were to visit her in-person physician she would be obligated to pay them for their time and would not have the option to refuse if she was not happy with the outcome. Both doctors that reviewed her charts provided careful and thoughtful replies to her messages. The ultimate outcome was that Alloy was not the best solution for her health needs and the doctor recommended  that she pursue treatment for symptoms via a different pathway. This was a responsible and conservative response given that our platform isn't a perfect fit for all patients. We hate to hear that she felt let down however, we want to stress that our doctors take extra care especially when the case is not as straightforward which is the responsible approach to Telehealth. Not agreeing with the outcome however, is not reason to receive a refund. We wish her the best in finding a solution that will best fit her needs and are sorry that we were not able to provide the care she was seeking.

  Regarding deleting her credit card - her request was to delete her account. Our team let her know that in accordance with HIPAA we are not able to delete her health information. We are sorry that we did not make it clear that we DID delete her payment method, but we were unable to further remove her health history. We are hopeful that this helps quell some of the frustration around the core issues presented in this complaint.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The company did not address the specific issues and facts I have carefully detailed in my complaint. To facilitate better understanding, I am attaching a detailed response as well as supporting materials for my complaint. The total number of documents I am uploading today is: five pdf documents. Thank you for your assistance in this matter.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 04/21/2025

  ** ******** is a board certified physician with years of experience treating menopause patients in her own practice. The medical data ** ******** cited in her messages are supported by the medical literature and her recommendations are within the standard of care. There is nuance to care management and *** ******** was using her expertise to counsel this patient the best way possible based on the patients unique clinical scenario. 

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: In their latest response, Alloy Health continues to submit false claims in defense of their false and misleading advertising, and in defense of the "consultation" I received with their "menopause-specialized doctor" that contained significant errors and omissions regarding menopause treatments, risks, and side effects. My valid request for a refund of the $49 I paid on Feb. 21, 2025 remains.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:02/18/2025

  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.

  Went on line to receive prescription. Read that they dispensed 3 month supply and $39.99/month. Filled our information. Waited to speak to a medical provider. Never got the consult. Just told that I was approved and medication sent out. Got a non specific video message from Doctor clearly generic. Received only one tube. Asked for the other two tubes to complete my 3 month supply. Messaged the doctor *** agreed to change the dose to one tube a month so I would get three tubes for 3 months. Alloy refused despite advertising individualized treatment. Alloy then tells me everyone only get one tube a month no matter what. They should have consulted with me before dispensing and they choose not to follow they own recommended provider decision. I want given the change to refuse as once they send medication out they won't take it back. So the changes end up being there times higher than necessary. Not transparent, no real medicine practices

  Business Response

  Date: 02/18/2025

  Just as the customer submitted, she ordered three months at $39.99 per month. Given that a single tube covers three months of product, she received the product she paid for. As explained to her, the only way to increase what she receives is to purchase an additional bottle of this product so that she does not run out if/when she increases usage to meet her needs. At this time the patient has received what she has paid for. At her request we have shared directions on how to transfer this to her local pharmacy if that approach suits her best.

• Initial Complaint

  Date:12/31/2024

  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.

  This morning, I attempted to cancel one of my subscriptions, but somehow, I was still charged, and the order is now processing.I immediately tried to contact someone for assistance, but unfortunately, I could not reach anyone because they do not have a phone number. As a result, I am now being charged for something I don't need, cannot use, and can't afford. Additionally, Ive discovered that I cannot return the item even if it remains unopened, which I find extremely frustrating and I'm unable to remove my forms of payment that is on the account.Given the circumstances, I expect better service, including accessible customer support and the ability to cancel orders promptly, especially when made in error. As I cannot return the item through normal channels, I plan to attempt returning it to the sender without opening the box, as it hasnt been used.I would like all of my subscriptions cancelled, my account deactivated to include deletion of my forms of payment, and for them to process a refund for the recent charge. I appreciate your prompt attention to this matter.

  Business Response

  Date: 01/03/2025

  Hi *******! Our team replied to your text on Monday indicating we honored the refund as we were able to stop your order from shipping. All subscriptions are cancelled so you're all set!