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:03/31/2023

  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.

  Hone have continued to take my $120 monthly subscription and yet have refused to provide the prescriptions as authorized by my physician or respond to my lines of inquiry asking why they continue to ignore my request for support. They messed up bloodwork several times and did not inform me of this. They also provided alarming PSA results that would have resulted in my having terminal prostate cancer yet did nothing to obtain bloodwork to verify. I did my own comprehensive bloodwork screening costing $1500 to verify I did not in fact have cancer.They have repeatedly failed to provide blood testing kits, ******ing their portal to register kits when provided, and additionally failed to re-supply kits when the data from said kits was messed up at the lab (they just prevent ****** to prescriptions and expect the customer to play ********************************* have repeatedly asked i supply confidential bloodwork information to non-hipaa compliant email addresses before they would grant ****** to my healthcare provider. I refused unless they confirmed their emails were hipaa compliant. They finally conceded it was not hipaa compliant and gave instructions how to upload to their portal.They then took an age before providing ****** to my healthcare provider and now even after they have confirmed treatment may continue have refused to fulfill the prescription for testosterone per my treatment plan. I have been without my prescribed medication now for several months and still no response.I would like a full refund for the durations I have been without appropriate service (4+ months), refund for the external bloodwork I had to get in order to verify I was not in fact terminally ill, fulfillment of my prescription, and an apology with assurances this will never happen again.

  Customer Answer

  Date: 04/24/2023

  At this time, I have been contacted directly by Hone regarding complaint ID ********, however my complaint has NOT been resolved because:

  the agent that reached out by text was in response to either this complaint, my email complaint to them, or my discussions with a previous agent who did not follow up on my query/complaint within the 24 hours as promised. They sent a text a day after I was supposed to have received a call asking if I was free sometime tomorrow.  There was no follow up and this was effectively a poor attempt to discuss what I had very clearly stated as the desired resolution. No further attempt has been made to contact or offer any solution.

   

   

   

   

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

  Sincerely,

  ***********************

  

  Business Response

  Date: 12/06/2023

  My names *** and Ive recently come onto the team here at Hone to help with customer care and my first priority is making sure every single customer interaction is given the level of care and responsiveness that it deserves. This might be a bit of a macrod response as I dig into each and every BBB review, however, that doesnt make this response any less genuine and my email inbox is wide open to hear from you ************************************** Im so sorry about all of this, and Im just as upset about how your experience was handled. This isnt an excuse, but more of an explanationsometimes with growing start-**** especially ones that are growing fast, things fall through the cracks with support. Its something our company needs to get better at and its going to get better. Much, much better. I understand if this is too little too late, but if youre willing to give us a chance againI promise my team will make it up to you, and make sure you get the results you deserve.

• Initial Complaint

  Date:01/17/2023

  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.

  They have charged me since 6/1/22 put have not provided and services or products. I ha e contacted them numerous times with no response. I have requested to cancel numerous times but have not received a response. I want fully refunded and my account canceled.

  

  Business Response

  Date: 12/06/2023

  My names *** and Ive recently come onto the team here at Hone to help with customer care and my first priority is making sure every single customer interaction is given the level of care and responsiveness that it deserves. This might be a bit of a macrod response as I dig into each and every BBB review, however, that doesnt make this response any less genuine and my email inbox is wide open to hear from you ************************************** Im so sorry about all of this, and Im just as upset about how your experience was handled. This isnt an excuse, but more of an explanationsometimes with growing start-**** especially ones that are growing fast, things fall through the cracks with support. Its something our company needs to get better at and its going to get better. Much, much better. I understand if this is too little too late, but if youre willing to give us a chance againI promise my team will make it up to you, and make sure you get the results you deserve.

• Initial Complaint

  Date:11/28/2022

  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.

  Here is the emails sent back and forth with their customer support. I wrote to them saying that I had been charged for clomiphene citrate, but it didn't arrive in my package. They responded with, "** ********* ** *** ******** ********** ********* ** ******** ******* *** *** ** *** ************ **** ******** ********** ******* ***** ** * ********* ******** **** *** ******** ************* ***** ** ******* *** **** ** ** ** **** ******* *** ******* ********** ******** ******* ***** ***** *** ****** ** ******** ***** **** ******** ********** ** ** ******** *** ****** ****** ** *** ***** ********** ** ******** *** ** ****** ************* ****** *** **** ** ** ***** ***** *********************? "I responded, "That doesn't fix the aspect that I have no idea if or when I'm going to get what I was charged for. Can you give me information about when I'll be getting the clomid in the mail?"A different agent replied, "** *********** *** *** ******** *** ** **** ******** **** ******* *** *** **** **** ****** ******** **** ************ *** *********** *** ********* ** *** **** ********** ** **** ** ******************************************************************************************** **** ****** **** ** ** ********* *** **** ** ********* ** *** *************** *** ** **** ** *** **** ********** ***********************"I am attaching the invoice I received in my package showing that it never arrived & the information showing I was charged for it. They aren't resolving my issue. I want refunded for what I didn't receive.

  Customer Answer

  Date: 12/01/2022

  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:10/24/2022

  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 was billed October 13 for a monthly script re-fill and my monthly membership fee. My current medication was about to run out on October 23. On October 22, I summitted a customer service request asking for the status on my medication, as it had not been updated as shipped. As of today, October 24, I am out of my medication and I have not been contacted by customer service in order to see what the issue with shipping the script is. I have attempted to call, and have left multiple messages. In the customer service ticket, it shows that I have an open complaint ID#, but no action has been taken. This is a very expensive program, and this is the second month in a row that my medication has not shipped to me in time. They bill on time, but never deliver, and I am extremely frustrated with the service.

  Customer Answer

  Date: 10/25/2022

  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:08/24/2022

  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 needed to get care for my low testosterone and decided to go through the company Hone for testing on July 5th. At the age of 15, I unfortunately suffered from testicular torsion and need to be on medication due to the effects. I saw their ad and decided to get the testing kit for $45.00, which came with a doctor consultation. My doctor requested I test again, so I went back to the company for another kit. Per the documentation sent to me from Hone, my lab order was done on 8/15/2022. It has been just a bit over a week, and now the website states in order to get a kit and doctor consultation, I must pay $120.00 a month, plus the cost of any medication. I feel like this is a classic bait and switch. I have medical coverage. Why should I be forced to pay a monthly fee that is significantly increased, no less, when I have insurance already in place to cover the cost? At no time prior to my previous dealings with the company, did their website disclose that I would need to pay an increased fee (monthly) of $120.00 for the same services I already received at a price point of $45.00. I feel like the company was purposefully misleading in this regard. They should have made it clear that your FIRST kit would be at a reduced cost and any kits thereafter would be at a new price of $120.00 monthly moving forward. In addition to this, I need the company to send me a transcript of my results so that I can give them to my doctor for my medical records. The company has been very neglectful in helping me with this. They keep the directing me to their website instead of providing me with the official lab results I have asked for. In closing, I am requesting assistance with getting my medical transcript, in addition to seeing if the "bait and switch" tactics are legal. Thank you for your time with this matter.

  

  Business Response

  Date: 12/06/2023

  My names *** and Ive recently come onto the team here at Hone to help with customer care and my first priority is making sure every single customer interaction is given the level of care and responsiveness that it deserves. This might be a bit of a macrod response as I dig into each and every BBB review, however, that doesnt make this response any less genuine and my email inbox is wide open to hear from you ************************************** Im so sorry about all of this, and Im just as upset about how your experience was handled. This isnt an excuse, but more of an explanationsometimes with growing start-**** especially ones that are growing fast, things fall through the cracks with support. Its something our company needs to get better at and its going to get better. Much, much better. I understand if this is too little too late, but if youre willing to give us a chance againI promise my team will make it up to you, and make sure you get the results you deserve.

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 has issues with billing and the fact a person never knows when a **** is actually due or advance notice when your card will be debited. The area of a persons account titled " next billing date" is always blank or "undetermined". Then seemingly at random dates you get billed. Its never on a set time schedule like every 30 days. A person has no clue when charges will be taken from your account on file. This is ridiculous. I know of no other business from credit cards to utility bills that do not provide information when payment is due.

  Customer Answer

  Date: 08/12/2022

  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,
  
  *********************************

• Initial Complaint

  Date:07/11/2022

  Type:Order 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.

  For 4 months I have been askeding Hone Health to cancel my subscription and to close the account. All my emails go ignored and I cannot reach them by phone. They have deliberately prevented a cancellation of the account and continue to **** me.

  Customer Answer

  Date: 08/05/2022

  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,
  
  *****************************