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:01/19/2023

  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.

  I went online for my boyfriend to look into ordering some Cialis pills.. I had filled in all the information but I had stopped when it said to upload a picture of his drivers license, and it said without the picture the order could not be completed.. So I left it alone..so later on I checked my bank account and they had taken $206.00 out of my account..I didnt understand why they would still take the money out if the order wasnt complete. We tried to call to talk to them about getting a refund it they said they would not. They are not even going to send what I ordered..

  Business Response

  Date: 01/26/2023

  Re: Complaint ID # ********
  
  Dear Sir or Madam:
  We write in response to the above-referenced complaint.
  
  Pursuant to the Terms and Privacy Policy to which ******************* affirmatively agreed to prior to first ordering, all sales of prescription products are final and non-refundable, and Rex MD verifies identification,including but not limited to via a drivers license.
  
  As a courtesy, we have refunded *** ********* account for the full cost of the January 9 order. It may take up to 10 days for the credit to appear.
  
  Given the refund, we consider this complaint to be closed.
  
  Rex MD

• Initial Complaint

  Date:01/17/2023

  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.

  This all happened under a 24 hour period. Jan 12, 2023. Order number *******. I have a hard time staying asleep. I have a VA Doctor who has prescribed Ambian / Zolpidem witch is working well for me but I only get 20 pills a month at 8$ per. I did a Goolge search to maybe see if I could find the generic version Zolpidem to make up the difference. My search led me to RexMd. I found 30 tablets for 120$ a months supply. Very high priced. I placed the order and paid. I was informed that what I purchased was Doxepin and that they don't have Ambian. I was definitely mislead and scammed. I explained that I can't take Doxepin. Doxepin is an antihistamine and has considerable side effects and shouldn't be taken over long periods of time. They would rather risk my health than correct the problem. I noticed that my order was still pending so I called to cancel and was informed that all sales are final and they dont issue refunds. They were informed in plenty of time to cancel this order. I called 2 times to try and resolve this issue with know results. And sent multiple messages through there online portal. I also canceled my monthly subscription and asked if I would receive an email confirmation. I was told if I didnt see it to look in my spam. Why would I look in spam. They have my email. There was and still is no email. I never talked to a nurse or doctor. This company is only concerned about profit and not customer satisfaction. Now I was told sence I canceled my subscription that my order and all futuer orders will be on hold and it is in the pharmacy waiting to be shipped. This makes no sence what so ever. I have notified my bank of the situation and will be filling a dispute if this isn't resolved by the middle of next week. I don't understand why companies like this are allowed to be in business with so many complaints and the way customers are treated. Resolve this and put the money back on my card.

  Business Response

  Date: 01/26/2023

  Re: Complaint ID # ********
  
  Dear Sir or Madam:
  We write in response to the above-referenced complaint.
  
  At 1:18 am on January 13, 2023, the customer, *********************,orderedpursuant to the Terms and Conditions that he affirmatively agreed toa prescription Rex MD product, doxepin (as explicitly shown in the screenshot that **************** submitted).
  
  Pursuant to the Terms to which **************** affirmatively agreed to prior to first ordering, all sales of prescription products are final and non-refundable.
  
  The prescription product that ************** states that he soughtAmbien (zolpidem)has never been offered by Rex MD.
  
  Later that day on January 13, ************** called to cancel, and his subscription was cancelled moving forward.
  
  As a courtesy, we have refunded **************** account for the full cost of his January 13 order.  It may take up to 10 days for the credit to appear in **************** account.
  
  Given the refund, we consider this complaint to be closed.
  
  Rex MD

• Initial Complaint

  Date:01/06/2023

  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.

  I canceled this in June 2022 for treatment product. On 12/31 they charged me and shipped me the product, even though I never requested it, authorized it or have had any contact since canceling 7 months ago. They even acknoweledge that I thought it was canceled. I have emailed and called to resolve. They refuse. I did not consent or purchase this again since canceling. They reactivated a deactivated account.

  Business Response

  Date: 01/26/2023

  Re: Complaint ID # ********
  
  Dear Sir or Madam:
  We write in response to the above-referenced complaint.
  
  On February 5, 2022, the customer, *****************************, orderedpursuant to a subscription that he affirmatively agreed to a prescription Rex MD product, and that first order was shipped and delivered. 
  
  Subsequently, **************** sent numerous emails, culminating with his request that he wanted the prescription I ordered. I simply wanted to put future orders on hold. Never mind.  Please reinstate my account and send the order I paid for..  Consequently, ******************* subscription rebill date was extended until December 30, 2022.
  
  As a courtesy, on January 10, 2023, we refunded **************** for the full cost of his December 30 order. 
  
  Given the refund, we consider this complaint to be closed.
  
  Rex MD
  

• Initial Complaint

  Date:01/03/2023

  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.

  I ordered once from this company and they put me into a recurring subscription that I was unaware of. I tried to call and text them to say Ill just send the product back and can you give me a refund, theres a mistake. They refused.

  Business Response

  Date: 01/26/2023

  Re: Complaint ID # ********
  
  Dear Sir or Madam:
  We write in response to the above-referenced complaint.
  
  On September 28, 2022, the customer, *********************, orderedpursuant to a subscription that he affirmatively agreed to a prescription Rex MD product, and that first order was shipped and delivered. 
  
  Pursuant to the Terms to which **************** affirmatively agreed to prior to first ordering, all sales of prescription products are final and non-refundable.
  
  On December 30, 2022 another order was charged to ***************** account pursuant to his subscription.  On January 1, 2023, **************** called to cancel, and his subscription was cancelled going forward.
  
  Given the Terms to which **************** affirmatively agreed to and the cancellation of his subscription going forward, we consider this complaint to be closed.
  
  Rex MD

• Initial Complaint

  Date:12/15/2022

  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 originally set up a program with RexMD and paid agreed to start in October 2021. On August 30, 2022, I went into my member portal on their website and followed the instructions the help file gave to cancel. However, in my portal, the option wasn't present that the help file said would be there. I sent a written request to the company to cancel my order with them along with my full name and date of birth. I then didn't hear back from the company. On December 15, 2022, I conducted an audit of my credit card and found that RExMD charged me on November 23, 2022, in the amount of $204.00. Upon then logging into my RexMD portal I saw a pending order, not yet shipped, for this amount. I sent a second written request to cancel the account and refund this amount. I followed it with an immediate phone call. I was denied satisfaction by the customer service rep. **** said they saw my written request to cancel, but by their policy, I needed to call to cancel. Thus they ignored my legally binding written communication to cancel! I asked for a supervisor to review it and was offered a partial credit refund. I decline and advised a formal complaint would be lodged due to their improper business practices. **** did confirm they now canceled my account though. I am asking that the full $204 be refunded to my account.

  Business Response

  Date: 12/23/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***************************, first ordered a prescription Rex MD product in October 2021, and he made subsequent orders pursuant to the subscription to which he agreed when ordering the product.  In September 2022, ************ attempted to cancel his subscription, but he failed to call to do so as required under the Terms and Conditions to which he agreed when ordering.  On November 23, 2022, another order was charged to ************** account pursuant to his subscription.  On December 15, ************ called to cancel, and his subscription was cancelled going forward.    
  
  As a courtesy, we have refunded ************** account for the full cost of his November 23 order.  It may take up to 10 days for the credit to appear in ************** account.
  
  Given this refund, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:12/09/2022

  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 purchased online generic ****** from RexMDs website knowing that their site showed a satisfaction guaranteed, if youre not completely happy well take care of you claim. After taking the medication twice with no (none) effect I decided to ask for a refund.

  Business Response

  Date: 12/23/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, Gane *****, first ordered a prescription Rex MD product on November 15, 2022, and the order was shipped and delivered.  ************** contacted us expressing his disappointment with the product, and we explained that he could speak to his physician about trying a different product (consistent with the satisfaction guaranteed statement on our website).  Pursuant to the Terms to which ************** agreed prior to ordering the product, sales are final and non-refundable. 
  
  As a courtesy, however, we have refunded *** ****** account for the full cost of his order.  It may take up to 10 days for the credit to appear in *** ****** account.
  
  Given this refund, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:11/21/2022

  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 tried one of the Rx they advertised. It did not work so I took my loss and thought nothing more.Then out of the blue I see a withdrawal on my bank account of $79.00. I did not authorize this withdrawal.I contacted the company and they said I agreed to the order. Of course I did not. I told them I wanted a refund and I will return the product and they refused. This company has false advertising and hidden and misleading information. This is why I am reporting this company.

  Business Response

  Date: 12/02/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *************************, first ordered a prescription Rex MD product on September 15, 2022.  The terms of that order, to which ************ affirmatively agreed before ordering, provided that an additional charge would occur 18 days later unless it was canceled.  On September 16, ************ entered her Rex MD patient portal and changed that additional charge date to October 4, 2022.  Then, on October 1, 2022, ************ again entered her patient portal and further changed the additional charge date to November 14, 2022.  On November 14, 2022, following these changes initiated by ************ and pursuant to the terms to which she had agreed, an additional charge was made to ************** account.      
  
  On November 17, 2022, pursuant to ************** telephone call, we canceled her ongoing subscription.  Accordingly, she will receive no additional charges. 
  
  Given this subscription cancellation, we consider this complaint to be closed.      
  
  Rex MD

  Customer Answer

  Date: 12/11/2022

  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:

  I continue to not have resolution to the this company's misleading and false advertisement.  They will continue to rip people off

  and not be transparent with how they deal with customers.  I offered to return the product that I did not authorize.  They refused my offer.

  Thus why I have contacted the BBB about the shady  practices of this company.

   

   

   

   

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

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

• Initial Complaint

  Date:11/14/2022

  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.

  Husband's account was charged $360.00 for a $90.00 prescription. Have spoken to customer service x3 ad Supervisor ******************* who will not return my calls. Seeking resolution to refund $270.00

  Business Response

  Date: 11/22/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***************************, ordered a ********************** prescription product on June 27, 2022.  Our records reflect that the charge for this order was $90.00, not $360.00, as ********************** states in her complaint.  As we informed her when ********************** called on November 2, 2022, a picture identification was never provided, as is required for a prescription product, so we are unable to ship the product to her.  
  
  If ********************** provides a picture identification of the patient, we can ship the ordered product to her.  
  
  Rex MD

  Customer Answer

  Date: 11/23/2022

  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:

  [Your Answer Here]

   I have received the product. I just want my $270.00 refunded. A so called ******** (Supervisor) at ************** will not return my call when she told she would once she went into a meeting that day (11/2/22). The copy of the bank statement was received by RexMD as requested showing the $360 charge. Photo Identification was provided in the beginning when the order was placed.

   

   

   

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

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

  Business Response

  Date: 12/08/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in further response to the above-referenced complaint.
  
  The customer, ***************************, ordered a ********************** prescription product on June 27, 2022.  Our records initially reflected that the charge for this order was $90.00, not $360.00, as ********************** states in her complaint.  Further research revealed that the total charge was $360.00 as represented by ***********************  We regret this error, which was based upon the involvement of two separate accounts.    
  
  We have refunded ********************** for the full $360.00 of charges relating to her order.  It may take up to 10 days for the refund to appear in *** ********** credit card account.  
  
  Given this refund, we consider this complaint to be closed.  
  
  Rex MD

• Initial Complaint

  Date:11/07/2022

  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.

  Purchased a product on their website. They sent the product to the wrong address, even the wrong state, even though shipping address was correct on the receipt. Informed them of their error, they said they would correct it and send out a new product, Had to keep e-mailing asking them where the product was 3 weeks later it gets sent. Again shipped to the wrong address.I asked for a refund they will not give me one. Just keep saying they are going to send em the product, Tried to charge my card again, but I put on block on that vendor so they could not charge me.Asked again for my money back, they are saying they are going to send out the product, still have not done so.First Order, Ordered: 9-21-22 1st Repalcement sent 10-14-22 Today November 6th, no refund, no order sent yet.

  Business Response

  Date: 11/15/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, ***************************, first ordered a prescription Rex MD product on April 6, 2021, and he made a subsequent order for the same product on September 21, 2022.  Unfortunately, the second order was shipped to ****************** billing address and not his shipping address.   A gift product was sent on September 30, 2022, but to the same address.  We regret the errors in shipment, as we strive to ensure that product orders are shipped to the accurate and appropriate addresses.    
  
  We have refunded to **************** the cost of the September 21 order.  It may take up to 10 days for the refund to appear in ****************** credit card account. 
  
  Given this refund, we consider this complaint to be closed.      
  
  Rex MD

• Initial Complaint

  Date:10/31/2022

  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.

  On 10/17/2022, I visited the website for RexMD, telehealth provider specializing in mens services, to get information about the services they provide and pricing for their services. Upon reviewing their website, I decided not to move forward with any services due to the cost; I did enter my contact information to receive promotional and discount that they may offer. I received a call within minutes of my visit to their website. I was in an area of particularly poor cell phone reception. The representative was somewhat difficult to understand due to poor reception and the familiar style he used while speaking. I understood him to offer a discounted, per-pill price, as well as, two complimentary items with my order, to which I agreed, and he processed. After asking some clarifying questions, I realized that he had not only not provided a discount but also applied a charge for the two items that he was offering to throw in. The discounted price of one twenty-six, which I understood as $1.26 per, was actually $126.00. Because the transaction for the additional two items was processed as a separate, second transaction, my card provider declined secondary transaction to being duplicate. I immediately reached out to RexMD and requested that my order be cancelled and payment refunded. They noted they could not issue a refund due to the nature of the product being purchased; however, they note the order is on hold for updates needed to payment information. I have also not completed a virtual consultation with a healthcare provider.

  Business Response

  Date: 11/04/2022

  Re:  Complaint ID # ********
  
  Dear Sir or Madam:
  
  We write in response to the above-referenced complaint.
  
  The customer, *********************, first ordered a prescription Rex MD product on October 17, 2022, but the product has not been shipped to him because ************** has not submitted the required photographic identification to receive the product.  The terms to which ************** affirmatively agreed when ordering the prescription product provide that there are no refunds or returns on such a product.  
  
  ************** states in his complaint that he did not understand that the cost of the product was $126.00, but a review of his telephone call with our representative reveals that he ultimately understood and agreed to that price.  The telephone call further reveals that ************** said he would submit his photograph later that day, but he still has not done so.  
  
  As soon as ************** submits the required photographic identification, the product he ordered will be shipped to him.   
  
  Rex MD