Complaints
This profile includes complaints for Elevate Holistics's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/21/2025
Type: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 used Elevate Holistics many times in the past for full-service professional license renewals. Most recently, I received an email from them stating that my license was expiring in 1 month & encouraging me to renew immediately. Trusting their communication (as I had in the past), I followed the link in their email & scheduled a renewal appointment.The next day, while visiting my states licensing website, I discovered that my license was valid for another full year. My state only issues 2 year licenses or *********** is no such thing as a one-year license, meaning their email was factually incorrect and misleading.On the next business morning, I received a call from a *** at Elevate Holistic (I had not contacted them first). She acknowledged the mistake, apologized, & asked me to confirm that my state does not offer 1-year licenseswhich I did. She then stated that, because the company was clearly in error, they would be issuing me a full refund of $78, even though I told her Id accept a credit toward a future renewal. She insisted that a full refund was more appropriate since my next renewal was too far off. She told me I would receive a confirmation email that day and that the refund would appear in 35 business days.That refund never came, I received no email.Instead, the next day, I received another call from the same ***, stating that the co. had changed its position & would only be refunding half of the $78 chargenow saying it was my fault for scheduling the appointment, even though I only did so based on their misleading email. I reminded her that Elevate Holistics had initiated the call & offered the full refund on their own, without any request from me. She said she would follow up with her manager.That was over a week ago, and since then, Ive received no refund, no follow-up, and no further communication. The company offered and confirmed a full refund, then changed its story and failed to follow through entirely.
Business Response
Date: 05/22/2025
Hello! Patient ******* **** was seen and approved by 1 of our providers. The issue (complaint) occurred because the appointment was set 1 year too early. In our email to patients, guiding and reminding to book a renewal, we explain to first check with the state and confirm it's time to renew! Of course, mistakes happen. Our phone support agent correctly told her that we can't issue a FULL refund, as technically the email outlines all the steps and that one was missed, however our team lead and manager later reached out to the patient and provided a full refund (as of 5.12.25) because ******* is a loyal, kind, and understanding customer. This complaint was remedied in-house, but please let me know if anything else is needed to support this patient or complaint. We issued a full refund and are excited to provide a free service when its ACTUALLY time for her renewal, to hopefully undo this negative experience! We hope to see ******* for many more years. Please see the notes from my team in the screenshot. Thank you!Customer Answer
Date: 06/04/2025
I have reviewed the business response and accept this resolution. They were actually very understanding in the end! Everything was more than satisfactorily resolved! Thank you!Initial Complaint
Date:08/19/2024
Type: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 asked for refund as I would not be able to reschedule my appointment at this time. I was told a refund was issued and to allow 5 business days. I have contacted my financial institution by phone today and there is not a transaction of a refund issued as it would show pending on their end. Please issue my refund. I will not be using your services.Business Response
Date: 08/19/2024
Hello!
Upon hearing about the refund not going through, my team did some digging. We were also able to talk with ******** on the phone today, and get to the bottom of this. ******** let us know that she is going through these hoops with her bank to get refunds for MULTIPLE companies. It was reassuring to know it was not just our company. It is unfortunate to hear the BBB complaint over this matter when likely the bank must get involved, and I can't remedy the problem on our end. I attached a screenshot of the refund denial, something ******** has experienced in the past. We are ready and able to process the refund again as soon as possible. ******** is going to email and/or call us when her bank issue is resolved.
Please let me know if there is any other information that would help!
Best,
Aspen ******Initial Complaint
Date:11/15/2023
Type: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 had an appointment on 10/23/23 to renew my medical marijuana card for PTSD. I paid the additional charge to expedite the process. They submitted my form with the incorrect name on it which I discovered in an email from the state. I called Elevate Holistics immediately after receiving the email. They insured that the form was now correct and had been sent to the state. This was over a week ago. I have received another email from the state, as well as speaking to them on the phone, and the form has NOT been submitted. I have just spoken to Elevate Holistics again and they are "checking" on it. I have now been without my medication for almost 1 month. This is not recreational for me--My daughter went to Heaven unexpectedly and this is my anxiety medication. Please help meBusiness Response
Date: 01/03/2024
Good afternoon,
After looking into the patients account, she was indeed approved for her medical card on 11/13/2023. The state would have notified her via an email of her approval. We called the patient today 1/3/24 after receiving your notice, left a VM and emailed the patient her medical card from the state site.
It looks like when the patient booked herself on our website she did not enter in her legal last name. After the state rejected, the patient called us on 11/8/23. We corrected the application to her correct legal name and resubmitted her application that same day. The state approved on 11/13/23, within their time frame of approval.Initial Complaint
Date:12/07/2022
Type: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.
Agreed to use Elevate Holistics to provide a doctor referral for NJ medical marijuana card. Was told that the initial appointment referral was for a 1 year period. After six months was told that referral is only for a 6 month period, now requiring an additional 3 Doctor appointments (@ $85 per) over the term of my state patient card. I feel I have been deceived by Elevate Holistics and all attempts to remedy have been mis handled by customer service and supervision.Business Response
Date: 02/23/2023
Business Response /* (1000, 5, 2022/12/08) */
Patient booked appointment and was seen on June 15th 2022. Patient reached out to us 12/7/22 and his approval had expired. His original paperwork indicated a 6 month approval but it was his understanding the approval would be one year.
On 12/7/22 we called him and explained the reason for a follow-up appointment, and gave a free appointment to help this patient with the misunderstanding. Unfortunately, not all physicians give the same approval period timelines but we were happy to waive his second appointment fee.
Patient was seen and approved for a full year. Please don't hesitate to reach out! Attached is call history with patient.
Consumer Response /* (2000, 8, 2022/12/08) */
Complaint has been resolved.Initial Complaint
Date:12/06/2022
Type: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 went through the process to become certified to obtain a medical marijuana card in the state of Oklahoma. Once I paid the fee, I was given a recommendation that did not have my accurate address on it. During the following two weeks - and via multiple email/phone contacts, the company failed to address the issue and has yet to rectify their mistake, despite taking my money.
This is a VERY simple resolution. I requested that my apartment number be added to the open space marked, "Apt #." At one point, they added the apt # in the front of the physical address, which seems like it would cause even more confusion. Considering the issues I've had with the Post Office delivering my mail, I need this to be as accurate as possible (and in fact, conforming to the very form that they are issuing to me).Business Response
Date: 02/23/2023
Business Response /* (1000, 5, 2022/12/08) */
Contact Name and Title: Aspen ***** - Operations
Contact Phone: XXXXXXXXXX
Contact Email: *****@elevate-holistics.com
Patient booked appointment on 11/20/22 and was seen 11/21/22. He reached out to us about the apartment number error on 11/21/22 via email. We responded 12 minutes later that it would be updated and to please allow 24 hours.
He emailed again on 11/26/22 asking about the delay, we responded 19 minutes later that we were awaiting approval from the doctor.
He reached out again via email on 12/2 after-hours upset about the scenario - we replied after the weekend on 12/5/22 with an apology, updated paperwork, and 50% refund on appointment for $37.50.
We did fail to let him know he could download his new paperwork as soon as it was done, but when we heard from him a 3rd time we sent it via email so he didn't have to login and download it.
We have further trained the customer service agent to educate the patient throughout the appointment process on how to access their portal information.
Consumer Response /* (2000, 7, 2022/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Eventually took actions to resolve the issue
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.