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:06/11/2024

  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.

  Months ago I spoke to ******** at hone to ask about billing. I asked that the membership and medication be separately billed. No problem and I understand. Went fine for two months then again they hit me for both. This time I was ignored by ******** and given the excuse that they don't do that. But they had been. Then told well you can pick the dates we will bill each. Really? Well I did and they didn't. Then it goes on and they then payments were being denied. No notice was ever given that they had a billing problem but I would get emails from them about other products or things they were doing. So now I'm left without a medication that causes you a mild withdrawal and in misery. Then I am being completely ignored and no response about when they will ship it. If I will receive it or when. Even asked if I could pay extra to ship overnight. No response. I guess *** v is taking joy ** knowing they have left a patient suffering. Very unprofessional and have no business in the healthcare industry.

  

  Business Response

  Date: 06/11/2024

  Hey ******!

  This is *********************. I'm so sorry about the trouble you're having, but I just checked my DM's in the community and I have no recent communication from you about this issue. If you can let me know where you've been trying to contact me I'll make sure this issue is solved. If you can also share screenshots with the BBB of that recent attempted communication with me, that would be a huge help too.

  In the meantime, I'm going to have a member of my team contact you to help.

  Stay tuned,

  ***

  Customer Answer

  Date: 06/13/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **********************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  Hone had me schedule my initial consultation with a clinician for Wednesday May 22, 2024 through ****** meets. I logged on, asked to be let in, and was in The waiting "room" . I was eventually kicked from the room because it had timed out due to nobody answering the "call". A text message they sent advised me to call a number if I was unable to enter the room. When I called, it said this number is no longer in service. THEY JUST TEXTED ME THE NUMBER TO CALL!!!!! I waited almost a month for this consult, now I have to wait another 2 weeks before I can "try again". Also they state they will charge my card on file $50 for not going to the consult. I was there, they never showed.

  

  Business Response

  Date: 05/22/2024

  Hey *******! 

  This is ***, I was communicating with you inside the community. You will not be charge $50 and I promise our team will help you out. Please give them time to look into this issue, and they will 100% get things taken care of for you!

  Customer Answer

  Date: 05/24/2024

  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 and the matter has been resolved. They refunded my original purchase price. They have however texted me multiple times, even after I replied asking them to no longer contact me. I have since blocked their number. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/16/2024

  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.

  We ordered a testosterone test kit from this company. After completing the test we scheduled for an online appointment with their doctor to discuss the results. We had some concerns and asked the doctor *********************** if taking the testosterone shot would make it to where my husband wouldn't be able to produce his own in the future. The doctor told us that you do quit producing it while on the shot but when you get off the shot your body will start right up again and be back to your original baseline within 3 weeks. He also did not discuss side effects. After we hung up my husband looked at his account at the doctors transcript of the session. It stated "Client was informed that there are no guarantees that his natural production will return to his baseline after stopping therapy. We also discussed all potential side effects such as shrinkage of testicles, infertility, (and a number of other issues) of taking this drug". That is a blatent lie! This company is having their DOCTORS LIE to patients! Now I wonder if they don't lie about the results as well! I think someone needs to stop them, this should be illegal!

  

  Business Response

  Date: 05/17/2024

  Hey *****!

  I'm so sorry about this experience we only have one charge on file for $45 from you and I've gone ahead and refunded that. It should be processed within 3-5 business days depending on the bank/card company.

  I'm also going to have a our Medical Director reach out to your partner about this so we can gather more info. 

  Please stay tuned!

• Initial Complaint

  Date:05/09/2024

  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 began my journey with Hone Health on 1/21/24. I researched several companies and read reviews from all, ultimately choosing Hone Health to assist me on improving my health. Initially, everything was great. I paid my consultation fee, received my initial test, mailed it back, and had readings in less than 2 weeks. That was the last thing that was successful with this company. After my initial test was read, a consultation was set up and scheduled. Prior to my scheduled date and time, I looked at the website, ensured my computer was up to date for the software, and all appeared to be working flawlessly. That is, until the time of my consultation. I logged in, sat in queue for 20 minutes prior to the consultation, then the screen went blank and I was booted out from their system. I attempted several times, without success, to get into the video chat, ultimately failing each time. Immediately after, I reached out to Hone Health, and 3 days later I finally received a response that simply rescheduled the consultation. No problem, I made arrangements to be on the next consultation. On the next day and time, I logged in prior to the appointment, waited in queue, and same thing. When it was time, connection terminated, no consultation. After 5 days and several unanswered emails, again, I was added to another consultation with no recommendations on support. Prior to this consultation, I was able to dig through their website, find and embedded link, and actually access the consultation. Ultimately, I was diagnosed, and advised that an additional test would be needed to verify the results of the first test. That is the last bit of service I have received from this company, yet they have drawn $479 from my account. They have, now, sent 3 follow-up tests, none of which are "viable" by the time the company looks into the results, yet the "membership" fee consistently comes out monthly. I have now been charged 3 months of a fee for ABSOLUTELY NO SERVICE. FRAUD

  Customer Answer

  Date: 05/09/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/08/2024

  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.

  Had my evaluation with the doctor and completed all necessary labs. On 4/12 I paid for my first monthly subscription along with my first month's medication. They have charged me for the second month of meds almost a month later without even shipping the first month's order. This is complete fraud to charge for a second shipment and not sending out the first. Only resolution I will accept is a refund for the second payment and receipt of my first month's meds. The charge for second set of medication can be made when it is time for a refill, NOT before. They have no way of contacting them by phone, they say they will call you back but this manager PJ let the phone ring one time when calling me and hung up just so that they can say they called. When they reply via email all you get are scripted replies.

  Customer Answer

  Date: 05/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/17/2024

  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.

  So I scheduled an appt for consultation after initial bloodwork so that I can start the process. Ive already paid for the kit and consultation. I had the appt booked for 2:30 central because the last appt was "dismissed" right before the appointment. I completed all of the forms previously and had to complete them AGAIN today prior to the appt. Todays appt was AGAIN DISMISSED at the last minute before the appt was to begin. There was no contact to me for either cancellation and no reasoning provided. I had contacted the team via email before for support and they picked this time and day to have the appt, and I accepted and rearranged my schedule, only to not have services rendered AGAIN. I am very upset at this point. NOT only have I rearranged my day once, but now TWICE only to have the appt canceled last minute. This is completely unacceptable and a terrible way to do business. As a healthcare provider myself, I cannot imagine handling patients in this manner. I would like to have a resolution to this matter immediately.

  

  Business Response

  Date: 04/17/2024

  I'm so sorry about the hassle here! Tech hiccups can happen, but our team can absolutely help you out. I will make sure someone is in contact with you ASAP to correct this. Please feel free to email me directly in the future if you have issues with support: *********************************** 

  Customer Answer

  Date: 05/02/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/12/2024

  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.

  After 2 months of not having an income or being able to afford Hone Health's services, I was surprised to see that I started getting charged by them again and resumed my services. After several of my labs got lost in the mail or messed up by their labs, they continued to charge me for testosterone, but sent me an email about my subscription having no refills until the labs are complete. When I inquired whether or not they'd send me what I had paid for, they said no. I've been suspicious a couple of times in the past of being charged for items they never delivered, but I didn't keep track of it well. Due to this interaction, I'm now fully aware that it is a *************** have been occasionally getting ripped off.

  Customer Answer

  Date: 04/14/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2024

  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.

  I subscribed to this company for testosterone. When the at home tests would not work, they were supposed to set up in person bloodwork and never did. They continued to take out $216 a month. I could never get customer service to call back. I froze my credit card to stop payments until I could get the medication because I'm not paying for a service I'm not receiving. I've been trying to cancel the subscription all together for 6 months and am not getting a response and they continue to try to process payments. I finally cancelled the credit card all together. Some how they were able to process a payment to that card after that happened and I'm contacting the credit card company now.

  

  Business Response

  Date: 03/22/2024

  Hi ****, we have refunded you a total of $216. Those will be returned as refunds of $125 and $91. Depending on the bank/card company those charges should be refunded back to your accounts within 3-5 business days.
  
  Take care,
  ***

• Initial Complaint

  Date:02/23/2024

  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 an account with ************** and they ship me medication. Every time I have to talk to support via email the people are uncooperative, passive-agressive, and they drag things out as long as possible. They sent me medication that was the wrong dosage and right now I can't get this company to send me what I'm prescribed and paid for. The person I'm talking to about this issue at the company is unbothered by me finally, after ***** emails saying they are doing this on purpose. I don't know if they have some kind of problem with me specifically or if they are just terrible at their jobs, or there is something nefarious going on. I just want to get the medication they prescribed to me and charged me for. They just will not do it. I can send you the email thread that provides all of the context. I'm not supposed to stop taking this medication but I have now been forced to.

  

  Business Response

  Date: 02/28/2024

  Hey *****! My name's *** and I help the support team here at Hone. First off, I've credited you the $115 refund and that should be processed in about 3-5 business days depending on the card/bank used for purchase. Also, I'm going to have a senior member of our team reach out to hear how we can do better, and if there's anything our team can do to make things right. This isn't how things typically go, and I have no doubt we can deliver for you!

  Customer Answer

  Date: 02/28/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/06/2023

  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 recently purchased products from Hone Health. Their service requires a monthly subscription fee, which indicates prompt 24/7 support, and then you have to pay for the products. My products were supposed to deliver on May 29th, and were showing what looked like an issue with **** because they didn't deliver that day. I emailed Hone to inform them and that I would continue to monitor. Each day passed and no delivery, and each day I emailed. On Thursday, 6/1, the package of mine that I paid for showed "returned to sender" with no attempt at delivery. I emailed Hone again that day, and following days. At no point in the entirety of a week has any communication been responded to by Hone nor has any contact been made regarding my payment of $130 that has not delivered and has not been responded to by this organization. In most organizations, when you take someone's money and do not provide any value or service that is called THEFT.

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Hone has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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