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:12/01/2024

  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.

  Hello, I am filing a complaint against IVIM Health due to their refusal to cancel my subscription and refund the money I’ve paid so far. I first contacted them mid November to tell them I was unsatisfied in seeing ZERO results and wanted to cancel and submit refund request. They told me to schedule an appt with a provider to discuss these issues. They told me to keep using the program a little longer and I couldn’t expect results so soon. I’d already been on compounded semaglutide for 3 month from a medspa and my body was already regulated to it and I’d lost close to 20 lbs. So I told her well, I’ll give a bit longer cause she said I could contact them again and if I was still unsatisfied, they would work on a solution then. So I contacted them again yesterday and told them I’m over it(not in that way I was completely respectful and clear on why I wanted to stop and be refunded), and they contacted back and again told me to schedule a meeting with a provider who can help explain why I needed to go a little longer. I replied saying I’d already done that recently and still was dissatisfied and wanted cancellation/refund. I told them I’d even send the remaining stuff back if I had to. They replied and told me word for word-verbatim-the exact same thing that the provider said to me on the previous appt I’d made after complaining before- like they were reading from a script! and I replied and told them this. They yet again said unless I made an appt with a provider, I was basically outta options. I am extremely upset, I feel ripped off, lied to, and just want to cancel and get a refund. This is not right how they are treating me and I feel scammed/robbed. Please help me.

  Business Response

  Date: 12/02/2024

  Thank you for bringing this situation to our attention. We apologize for the issues the patient has experienced and have reached out directly via their email of record with Ivim. A full refund was provided as a resolution, we look forward to communicating with this patient to help with any further assistance.

  Customer Answer

  Date: 12/03/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ******

   thank you so much, they finally complied. * ******** ************ 

• Initial Complaint

  Date:11/23/2024

  Type:Customer Service 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 signed up for a “healthcare” program with IVIM in September of this year. The entire process has been a NIGHTMARE from start to finish. It took weeks for them to process my info correctly to order what I wanted, and many unanswered messages, and days upon days between responses.

  My initial consult with a “nurse” (doubtful she was one)..was with a lady in her living room.. lasted 2 minutes at the very most. I was then offered a prescription to a compounded tirzepatide or compounded semaglutide. I felt very wary after the “consultation” due to the woman not even asking me anything pertinent to taking a new medicine and I went back and fourth in the choice for a few weeks.

  I decided to take a leap of faith due to needing to get a grip on my weight at the moment, and I paid the nearly $1300 cost for a 3 month supply, which that fee includes a mo they membership- which claims to offer access to nurses.. help.. support .. etc. NONE of these things are actually provided.

  I spent the next 7 weeks after starting the program BEGGING for help from IVIM. They have extremely limited ways to contact them. You can email or chat with Ai, or call a 1800 number that goes nowhere. I spent HOURS on hold waiting to talk to a rep, and would go days on end without hearing back from their online rep whenever they actually got on.

  I in turn had to reach out to the pharmacy that they source their products from multiple times for answers they should have been able to provide, and provide efficiently as well. I could not even get dosing information from IVIM, I had to contact ********** on that as well ( kind of dangerous not understanding dosing! )

  I have countless emails, screenshots, and a video of their “nurse” with proof of their total lack of attention/knowledge.

  I had severe reactions from the medicine 2 weeks ago, and could not reach anyone & was lied to from their nurse a week after about the medicine, this nearly cost me my life!

  This company is DANGEROUS

  Business Response

  Date: 11/26/2024

  Thank you for bringing this situation to our attention. A full review of this issue has been conducted by our leadership team, and the requester has been refunded for the maximum amount allowable within Ivim standards. This concern has been met with communication and explanation. At this time, this individual is no longer a patient of record with Ivim and no further action will be taken.

  Customer Answer

  Date: 11/26/2024

  the information is inaccurate. I cancelled with IVIM due to their blatant negligence and horrible practices and standards.They refunded $150.00 and I will not accept anything less than a full refund, or I will gladly take this to social media and have already spoken with legal representatives as well as my local news station who is looking to do an expose on online telehealth platforms and their dangers. I expect this to be handled correctly and immediately, and have reached out dozens of times for help from IVIM in the past few weeks with zero response. 
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 11/26/2024

  As a company of integrity, Ivim Health prides itself on a superior rating among patients and the community at large. That only happens because we do the right thing for our patients. In this case, we did; unfortunately Ms. Elkins disagrees. We remind Ms. Elkins of the publicly available Returns Policy she agreed to when she ordered medications, and wish her the best of luck in her healthcare journey.

  Customer Answer

  Date: 11/27/2024

  IVIM has not responded to emails, calls, or chats on their website regarding the matters they have done nothing to handle the matter. They nearly cost me my life from their malpractice, and have shown utter negligence in the matter from the very start to finish. I was not provided anything the company advertises, or boasts of, and if that is integrity.. the general public and I have very different definitions! This company is all around the internet for having the same issues, and being dangerous!  I am going to advocate for myself and others like me until this is handled appropriately. Peoples lives are at risk due to their lack of attention, and a horrible business model! What was I provided that you advertise? I have had to BEG for help from day one.. I have screenshots of every message and time stamp.. clearly your company can go in and see your own downfalls? I tried to give the company a chance to do the correct thing, and they have failed at least a dozen times at this point. I am truly disheartened at HOW they are allowed to operate, or maintain any licensing with what I and others in their community have faced. I have been requesting better help since the end of September .. 10 weeks should have been ample time for your company to step up, and make things correct. As stated, I will take this as far as I possibly can until I receive resolution due to the grief it caused me, and my family.. and others like me  
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 12/21/2024

  As a company of integrity, Ivim Health prides itself on a superior rating among the community – currently sustaining an Excellent rating on ********** with a sample of over 20,000 reviews. That only happens because we do the right thing. In this case, we do the right thing by not sharing any details of this individual’s interactions with us, even if to defend our reputation. Why? We respect the privacy of all of our members, past and present. Trust is imperative to our success.  
  
  We do feel it is important that we acknowledge that our superior rating would not be possible without the dedicated teams of professionals we employ as healthcare providers and our Patient Experience Team. These teams promptly respond to each request they receive from Ivim Health members. And like all companies that pride themselves on a positive reputation in the community, we do not take that reputation for granted. Ivim Health continually strives to improve on our performance, including when we receive concerns from our members. We keep appropriate records and conduct regular training to our team members to improve on our methods. In doing so, we continue to provide the best customer service in the industry.  
  
  If an individual had contacted us as often as this individual states happened, our dedicated teams of professionals would never have allowed the situation to reach the apparent outcomes that this individual says have resulted. We welcome all Ivim Health members to contact our Patient Experience Team with their questions or concerns, and will continue to do so. We will also continue to fulfill our mission to serving the members we have. We are very grateful to have each and every one of our Ivim Health members. While we wish this individual’s perceived experience with us were different, we wish them the best of success in their health and wellness journey.

• Initial Complaint

  Date:11/14/2024

  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.

  On Sept 30th I had a video visit with a NP. Upon completing the visit I received an invoice, which I promptly paid.

  2 days after I received the medication, I noticed there was a lot of precipitation inside the bottle. I reached out the company via email and did not get a response so I set up a video visit with a NP, who advised me she has not heard of this problem before and would reach out to peers to see if they've heard of this. She also advised me to contact the compounding pharmacy and she would speak with her superiors.

  I called the pharmacy and received a young lady who did not even know what the prescription was made of and had to find a formulation card then in a non confident manner stated the medication "should be fine to use." I was not confident in this response and stated as much to the NP when she called back. I advised her I was not going to use the medication because I did not feel confident in its safety. She also advised none of her peers have had this issue with the medication with their patients. She advised she was going to have a supervisor call me, which never happened.

  I waited a few days and had to call back, as well as email regarding the issue. I wound up having a video visit with the same NP who took my complaint and she advised the supervisor said it's fine to take and that precipitation inside the medication happens. How can you be sure when you've not had anyone else have this problem?

  I again told them I did not want to take this medication like this and was told I could purchase a replacement at cost. I asked what that cost would be and was supposed to receive a call with the information; I never received that call. To date, I still have not.

  I prepaid for a 3 month supply and have not been able to use it due to the issue with the medication. I refuse to take something that is compromised and a "should be okay" as my only assurance.

  At this point I would like a full refund and the subscription canceled.

  Business Response

  Date: 11/20/2024

  Thank you for bringing this situation to our attention. We apologize for the issues the patient has experienced and have reached out directly via their email of record with Ivim. A full refund has been offered as a resolution, we look forward to communicating with this patient to help with any further assistance.

  Customer Answer

  Date: 12/01/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/13/2024

  Type:Billing 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 November 5, 2024, I attended an appointment with a provider from this service to address my medication regimen. Due to ongoing issues with the company's app and website, which do not fully load the necessary instructions, I was led to believe that my dosage should only be 7.5 mg.

  During the appointment, the provider assured me that they would send a three-month supply of my adjusted dosage.
  
  However, I was later informed that they could not fulfill this order until December 11, 2024, which coincides with the expiration of my membership period. Despite this, they still charged me for the supply.

  I then discovered I am somehow unable to cancel my membership until February, as they have now registered my account as re-enrolled on the date of my follow-up appointment.
  
  Since this issue arose, I have repeatedly attempted to contact the company. Over the course of a week, I received only two responses, neither of which addressed my concerns. The customer service phone number is automated and frequently disconnects unless calling for prior authorization, in which case a representative transfers callers to a line that also disconnects.

  Additionally, the chat feature on their website is ineffective, as it fails to comprehend inquiries and redirects users to email. When emailing, responses are promised within "24-48 hours," but this has not been the case.
  

  
  The lack of responsiveness, inability to cancel my membership, and failure to fulfill my medication order have left me out of a significant amount of money, without the services promised. I am now forced to find an alternative provider to meet my needs. For the high costs associated with this service, this experience has been deeply frustrating and disappointing.

  Business Response

  Date: 11/25/2024

  Thank you for bringing this situation to our attention. We apologize for the issues the patient has experienced and have reached out directly via their email of record with Ivim. A full refund was provided as a resolution, we look forward to communicating with this patient to help with any further assistance.

• Initial Complaint

  Date:10/30/2024

  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.

  On 10/29/24 I had a telehealth appoint with the NP of Ivim. We discussed that I should remain on the medication that I was familiar with which was semaglutide. I received an email from the PA department about the original PA that was filed on a different medication was declined and that she would then submit for the Wegovy due to my earlier visit. After the NP visit, I was sent an invoice for the semaglutide and I paid it thinking it would take some time for the PA to come back etc. shortly after I get a call stating that they were submitting a PA for Wegovy which is basically the same drug. I asked then why did I have to pay for a drug that my insurance would cover. I asked them to cancel the order that was just placed. The customer service rep then tells me that they couldn’t cancel it because it had already been shipped. I was already 1 hr into this call trying to get this process stopped. This company purposely did that because if they shipped the med, they aren’t required to refund me the money. I am seeking my money back because this was done deliberately. I have received multiple calls from them since then. They told me I can destroy the med when it comes, and they would cancel my membership, BUT would not refund me even though it was their mistake and miscommunication. Please help.

  Business Response

  Date: 10/31/2024

  Thank you for bringing this situation to our attention. We apologize for the issues the patient has experienced and have reached out directly via their email of record with Ivim. A full refund has been offered as a resolution, we look forward to communicating with this patient to help with any further assistance.

  Customer Answer

  Date: 11/01/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ********* ********

• Initial Complaint

  Date:09/25/2024

  Type:Billing 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 signed up for an IVÍM health subscription in June of this year (2024). I signed up because I thought it would help me get a response from the company in regard to a health service inquiry. However this did not help and after continuing to receive no response, I emailed the company to cancel my membership (June 26th 2024). On June 27th the company contacted me back and stated that my membership had been canceled and I had been issued a refund. However, I continue to be charged by them monthly. I was charged in July and August. I have disputed the charges with my bank and have been refunded (by the bank), but I need IVIM to stop charging me. I currently have a pending charge from them for the month of September. My bank states that there is nothing else that they can do other than continue to dispute the charges. I’d like assistance in getting these recurring payments halted.

  Business Response

  Date: 09/25/2024

  Thank you for bringing this situation to our attention. We apologize for the issues the patient has experienced and have reached out directly via the email of record with Ivim. A refund has been provided as a resolution for this matter. Please let us know if we can help any further in resolving this situation.

  Customer Answer

  Date: 09/25/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/23/2024

  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.

  Dear Sir/Madam,
  I am writing to file a formal complaint against IVIM Health concerning my order #******* placed on August 16, 2024. The details of my order are as follows:
  Product Ordered: *********** ******* 1 Month Program
  Quantity: 1
  Price: $399.00
  Additional Items:
  T********** ** ** *** **** ******** ** ******* **** ** (Quantity: 10)
  IVIM Membership (1 Month, Standard, $74.99)
  Total Amount Paid: $473.99
  Shipping: Free shipping
  Payment Method: Credit Card
  Subscription Information:
  Subscription #*******
  The package was shipped via UPS with tracking number ****************** and was scheduled to arrive on August 21, 2024, by 12:00 PM. However, upon returning home, I found no package delivered. I immediately contacted UPS and reviewed the proof of delivery, which indicated that the package was left at an unspecified location (“other”).
  Despite my efforts to resolve this issue directly with IVIM Health, they have refused to send a replacement medication or provide a refund for the undelivered package.
  Given these circumstances, I am requesting a full refund of $473.99 for the non-delivery of my order. I believe this resolution is fair given that I did not receive the product I paid for.
  I appreciate your assistance in resolving this matter promptly.
  Thank you for your attention to this issue.

  Business Response

  Date: 08/26/2024

  As of August 26, 2024, Ivim has been in further communication with the patient and has agreed to send a one-time exception no cost replacement requiring signature upon delivery due to the previous UPS delivery issue. The patient is in agreement with the resolution. 

  Customer Answer

  Date: 08/26/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:07/26/2024

  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 received an order and sent it back and have not been credited for the product. Ivim also continues to charge me for the subscription monthly.
  I have called and emailed numerous times and all they say is, they sent it to another department.
  They will not call me back and continue to charge me. This has been going on for months.

  Business Response

  Date: 08/20/2024

  Thank you for bringing this situation to our attention. We sincerely apologize for the issue the patient has experienced and have reached out directly via their email of record with Ivim. A full refund has been provided as a solution to this matter. Please let us know if there is anything further we can assist with.

  Customer Answer

  Date: 08/24/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:06/07/2024

  Type:Billing 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.

  May 16, 2024 I paid about $500,00 via credit card, verified deducted on May 17 for shipment of meds. Promised delivery in 7 - 14 days, and was told after consult with nurse practitioner that it would usually take less time. Have NOT received even a confirmation email that my meds have shipped. **** has sent me form letters acknowledging my email complaints but NOTHING ELSE.Repeatedly called IVIM and was told there would be a TWO HOUR wait on hold but then was immediately DISCONNECTED. Followed recordings instructions to go to IVIM's Q&A page, and got one response to call (the same number I'd already tried) and to email ****. No response when I said I'd already done what was advised.Furthermore I received notification of a LIVE chat with the nutritionist with repeated reminders on Memorial Day Monday. WASTED my time as there was NO live session on that day.

  Customer Answer

  Date: 06/21/2024

  NEVER was asked to sign a HIPPA form and don't even know what one looks like. PLEASE send me that form so I can sign it and continue with the investigation.

  Customer Answer

  Date: 06/28/2024

  ***************************** <************************>
  Attachments
  12:57 AM (8 hours ago)
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  Kindly find attached the signed  document as required.
  
   One attachment
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  Business Response

  Date: 08/21/2024

  Thank you for bringing this situation to our attention. We apologize for the issue the patient has experienced and have reached out directly via their email of record with ****. A full refund was provided as a resolution to this matter. Please let us know if we can further assist this patient, or if there are any other resolutions needed in this matter.

  Customer Answer

  Date: 08/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21815971
  
  I am rejecting this response because: once again FRAUDSTERS have REFUSED to 1) Give me INTEREST on the $$$ they ILLEGALLY kept for almost 1 month. 2) LIED to me repeatedly and caused me hours of time contacting **** re PROMISED delivery, cancellation of my work resulting in LOST WAGES to receive PROMISED meds on scheduled date, 3) Time in sending numerous emails & making constant UNANSWERED & IGNORED phone calls re the supposedly delayed delivery of my meds.

  Furthermore if this business is not a 100% SCAM and I have warned hundreds of other Reddit & online users to blackball this company for their FRAUD/DECEIT, they would have NEVER accepted my $$$, or returned it the very day they received it so that I could then contact another similar but NOT ILLEGAL seller. Sadly there was a full month delay before I got my meds from this other company.

  ONLY got a refund AFTER I had to spend HOURS writing **MPLAINT OF DISHONESTY emails to numerous companies online.

   

  BBB needs to PROSECUTE THIS ** for being a SCAM & ILLEGAL PRACTICES under the FULL EXTENT OF THE LAW.

  
  Regards,
  
  **********************************