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:03/21/2024

  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.

  I went to Remember the Moon at 207 W. 10th in ******, ** *****, on February 5, 2024, to order mastectomy bras and prosthetics. The order was supposedly placed and I had to pay $1,040 up front for the products. Supposedly ******** was billed for my reimbursement at the same time. I was told the products would arrive in 2-4 weeks. I did not receive the products in 4 weeks so I checked in with *********************** at Remember the Moon and she said it takes 4-6 weeks to receive the products. She also checked the ******** billing and told me it hadnt gone thru so she said she rebilled them. It is now 6 1/2 weeks and I still have no products. I dont know about my ******** reimbursement because that takes longer. I tried emailing Remember the Moon again to let her know Im still waiting for products and I got an automated response letting me know she is very busy and I will get a response in 4 days! I am very concerned! I have already had to pay the **** bill and I know ******** is very slow but Im also concerned that I will never get my reimbursement or products. Please advise.

  Business Response

  Date: 03/25/2024

  Dear *******,

  Your ******** claim was submitted for date of service 2/5/24.
  There was a cyber-attack on Change Healthcare in mid February and it has impacted many, many claims for ********/Medicaid/Commercial Insurance Companies.
  
  I don't know yet if your claim was impacted.  You can call ******** and ask them specifically if they can tell you any information regarding this issue.  I called ******** again before writing this email and the automated response says "no record of this claim" but when I asked to speak to a representative, their provider contact center is closed right now for training.  They'll be available again at 2pm so I can call back.
  If you call, the member contact center is different so you hopefully can reach an actual person and may have better luck receiving an answer.
  Specifically ask if they can tell you whether or not your claim has been impacted by the cyber-attack.  
  I'm very sorry for your worry and concern, but I assure you your products are on the way to you, scheduled to arrive late next week.  I know today,  puts us at 6 weeks and 4 days.

  Since your appointment, I've updated my service receipt to state "up to 6 week delivery time-frame" so there isn't a question. I write notes after each appointment in your chart file and on my order spreadsheet.  These are my notes from my order spreadsheet:

  Client Name Order Brand Date Entered Date Ordered RTM or Drop-ship Notes
  ************************* (2) 440 size 4, ******* 36A beige, (2) ******* 36B white ****** 2/16/2024 3/22/24 Drop-ship told her 4 - 6 weeks
  **I know whether you remember me telling you 4-6 weeks may not be important at this point, I specifically remember because you were the first client I told this timeframe to - I knew then I had so much going on, it wouldn't be the 2 - 4 week time frame.  I am sorry, regardless, you were expecting your products sooner.
  
  In an attempt to provide transparency into the complexities that impact the 4-6 week delivery time and business phone line issues; 
  
  I've personally faced health challenges in the last few months. Additionally, unforeseen events such as a cyberattack on a major insurance clearing house in February compounded these challenges further impacting claim processing and payments, as well as an ongoing fight with ******* to restore my business phone line.
  
  Running a business single-handedly, particularly one that revolves around insurance payments, is an immense challenge. Managing the administrative tasks of processing orders and coordinating with insurance companies to fitting 15+  clients weekly, also play in to the 4-6 week delivery timeframe.
  
  Your well-being and comfort are at the forefront of everything I do.  Please know I am fully dedicated to serving our cancer community with unwavering commitment and compassion.
  
  Your patience and understanding during this time are greatly appreciated and again, I'm so sorry for the frustration.
  
  I will email you the tracking number for your order as soon as I receive from ******.
  
  If you have questions after you speak with ******** don't hesitate to reach out to me.
  
  I am posting updates on my FB page and my website.  I may have to get a new business phone number and if I do, I will post - I will also post when my business phone line is up and running.
  
  Sincerely,

  ******

  Customer Answer

  Date: 03/25/2024

  Just today I got notification that I will be receiving my products later this week or the first of next week.  But I am still concerned about my reimbursement.  From Andreas ******** to me, it sounds like she is dumping the ******** billing on me, making it my responsibility to call and check on the status of my reimbursement.  I am thinking part of that $1,040 I paid her was to cover her billing ******** so I could be reimbursed.  She has all the billing info and I think she needs to be the one to follow up until I get my reimbursement.  I do not feel this should be my responsibility, that is why I went to her because she bills ********.

  Customer Answer

  Date: 03/26/2024

  I just called ******** today (even though that should not be my responsibility) and discovered they have never received a claim from Remember the Moon for my products!!!!  To say Im upset is an understatement!  I was told by ******** today that once they receive the claim, it takes 5 1/2 months for me to receive my reimbursement.  We have wasted almost two months of the reimbursement wait period!  Upset doesnt begin to describe what I am feeling right now. ??. I have sent an email to ****** at Remember the Moon letting her know ******** does not have the claim she says she sent on 2-5-24, and requested her to immediately re-bill them.  So, I hope you see my dilemma.

  Customer Answer

  Date: 06/12/2024

  Complaint has been resolved.

• Initial Complaint

  Date:10/19/2022

  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 paid cash for my breast forms and bras. ****** was reimbursed by ******** and on 4/19/22 she issued a refund of $940.68 which never posted to my credit card nor was I reimbursed. I have included a copy of the receipts and my electronic communications with her. In addition, I've made several phone calls.

  Business Response

  Date: 10/20/2022

  Upon initial refund, Square (the point of sale system) did not process the refund due to an error in the system.

  Remember the Moon has reprocessed the refund and will update BBB with Square Refund Receipt when available.

  Square does note "it may take up to 7 days for the customer to see refund on (her) statement."

  I will follow up directly with ****, as well.

  Sincerely, 

  ******

  Customer Answer

  Date: 10/24/2022

   
  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.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 11/02/2022

  I am refiling a complaint for Remember the Moon. It appeared that they had refunded my credit card the amount of $940.68. On 10/20 I checked my statement online when I got the email from ****** saying it was refunded and it looked as if the refund posted. The transaction did not complete and after 5 days, it dropped off my credit card statement. I wasn't aware that it would look posted but not actually occur when I considered my complaint complete. I contacted my credit card company when I received my statement and noticed there was no credit. They informed me of this procedure.

  Business Response

  Date: 11/03/2022

  I am looking into the issue with the refund and will respond with a follow up to the BBB and to the customer asap.  Sincerely, ******

  Business Response

  Date: 12/07/2022

  I'm working on this billing issue with Square and my business accounts.  I had fraud on my business accounts which impacted Square's access and process to refund the client's money.  My sincerest apologies and I will update the BBB and the client on this matter.  I am hopeful this issue will be resolved and the client will receive refund in the next three weeks.

  Customer Answer

  Date: 12/10/2022

   
  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.
  
  Sincerely,
  
  *******************