ComplaintsforHone

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started trt with Hone Health 2 weeks ago, they did not provide me with the proper amount of supplies to use my prescription and they refuse to correct the problem. I did not receive what I paid for, they ripped me off.

  

  Business response

  10/25/2024

  A member of our team will be in touch to get this corrected. There's not reason why all materials shouldn't be included with your prescription, so if you'd like to email me personally to dive into more detail. Please email me at ************************************************************* 

  Customer response

  10/25/2024

  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]

   They told me I was paying for 3 months of treatment, it's in their email communications. Not only did I not receive 3 months worth of treatment I didn't receive enough supplies to get through the small amount they did send. I want a refund. I would not have paid that amount had I known what I was actually receiving.  Deceptive practice. They flat out lied and took my money.

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  

  Business response

  10/29/2024

  Hey ***,

  You were not charged for 3-months of treatment. You were charged $45 for your initial labs + $129 for your first monthly membership + $50 for your confirmatory lab + the cost of medications for you first month of treatment. Our team was in communication with you throughout your first month, and if you didn't feel comfortable at any moment, there was no commitment to proceed with purchasing. 

  I have refunded you the $129 membership fee since you did fill out the cancellation form and will not continue with our service. 

  Best,
  -Hone Team
  

  Customer response

  10/30/2024

  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:

  In the attached emails I asked for verification that I was paying for 3 months of treatment and was told yes, that's from Hone's people. I want what I was told I was paying for or a full refund. 

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Prescriptions were late, several times, lost blood work results, I ran out of medication two months ago, I contacted the Hone and they said they need a blood test. I did the blood test and sent it back and they lost it. I did an online ** visit and she said we are going to change your medication. Never heard anything but received another blood test. I completed the blood test and sent it back. 8 days later I get a text saying we need your blood test to be sent. I messaged back it has been sent, I sent it back the day I received it and explained that I am out of medication. She said the lab found my blood work. The *** text me back the next day saying your meds will be shipped out in 2 days. She advised me they will send out the prescriptions that the ** advised me to start over a month ago. Now I just got a text from the company again telling me I need to have another consultation with another **. ***** no meds. Absolutely terrible service but yet they take my money every month like clockwork. I been with this service for over a year. I have run out of medication 5 times. This will be the last time.Too many other companies offering roughly the same plan pricing.

  

  Business response

  08/31/2024

  Our team has been in touch with you. If you have evidence or proof of the claims made in your statement, please share those with the BBB. Your meds are on their way as ****** from our support team relayed to you. 

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Membership to join Hone Health does not disclose a monthly fee. This needs to be provided upfront. Since the order was completed online - by law there needs to be an option to cancel the order (online).

  

  Business response

  08/14/2024

  Sorry for the confusion here, but we do disclose the membership on our website here under the 'how it works section' *****************************************************;

  Additionally, you have not been charged a membership fee yet since you haven't purchased your treatment plan. There is no obligations to join if you don't feel comfortable. You will still have access to your blood work and consultations notes.

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hone is engaged in predatory business practices and the BBB enables them by keeping their A+ rating. After the initial consultation the option to purchase the recommended prescription medication was enabled. One the medication was selected I was directed to the checkout screen to complete my order. The medicine and membership fee were itemized on the receipt, which I have a screenshot of. Once the transaction was completed I was sent a receipt for the membership and then informed that further testing would be required before I could receive the medication. This was AFTER the ** said I did not need additional testing and AFTER I was given the option to purchase the medication. The medication apparently was offered under false pretenses in order to have me sign up for the membership. As of today, 8/8/24, no response has been received from the customer support team after I requested to have clarification on why they were not upfront about the medication. Also, the BBB was at one time a respectable organization. It seems now as long as a company pays their membership fee the BBB will allow them the top rating. Multiple negative consumer reviews and complaints resulting in an A+ rating should tell you everything you need to know about both companies.

  

  Business response

  08/09/2024

  Hey *******,
  
  Your doctor requested a rested due to some abnormal readings in your panel. This info can be viewed inside the doctor notes under the My Hone section of your account. If this was unclear during your consult we apologize, and a member of our medical team will be in touch to discuss further with you. If your retest readings don't come back normal, then you will receive a complete refund if you no longer wish to move forward. I have gone ahead and refunded the first month's membership of $129. If you decide not to stay onboard then the rest will be refunded, however, if you decide to stay the first month's membership will be free. 

  I know this situation might be frustrating, and our support team can and will do better to communicate information to you. We have to do better there. 
  
  The biggest benefit to being with Hone is often what some consider the biggest pain point. Our onboarding is not fast and takes time. Why is that? We take ZERO short cuts and abide by ALL regulatory and best practice guidelines set by the *** and **** This means were extremely careful with who we treat and how we treat them. Confirmatory labs and sometimes retest labs before starting are safety protocols that do delay things, but they assure that ALL patients are ready to safely begin treatment. Hone makes NO money off these labs or confirmatory tests, in fact, from a sales perspective it hurts us since we might not be able to start a patient on treatment if their labs or health arent in a good place. We always credit full refunds if a patient cannot begin treatment. 

  Other companies/clinics skirt around all of this, ignore safety and focus on onboarding as many customers as possible and just getting them on treatment. Hone doesnt have customers, we have patients. And although were a business that wants to make money, our first goal is our patients health. If we can treat them safely, we know their business will be with us for the long haul.
  
  In this case, our support team needed to do a better job of explaining the situation. Whether you decide to stay with us or not, someone will be in touch to get more details about your consult and help you take the next steps base on your decision. 

  Customer response

  08/11/2024

  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]

   

   The doctor did not request additional testing. There were no abnormal test results. I requested additional testing that was not done previously as a precaution against adverse reactions to a different treatment plan that may be used in the future. This request had nothing to do with the current treatment plan. A company representative,***, also reached out to me by phone to explain that she read the doctors note incorrectly and that she was moving forward with my prescription. This again shows that this company utilized dishonesty in its business practice by saying one thing in private and something completely different in a public setting. A more thorough review is warranted for this company to continue to operate in the healthcare industry. 

   

   

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

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

  

  Business response

  08/13/2024

  A member of our support team will be in touch to assist. If you still wish to cancel, they will credit a full refund. I cannot share anything further relating to patient information through this platform. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been trying for 2 years to cancel this membership. I've emailed 2 different email addresses, multiple times, that are on their website. I've filled out some form I found online by googling "cancel Hone subscription", which was not easily found on their website. I cannot remove my credit card from their website and they just keep charging it for items I am not getting and for a membership I do not want. I don't know what else to do! This company is making it way to hard to get out from under their membership and subscription. They just never get back to me and keep charging.

  

  Business response

  06/14/2024

  Hey *****, I'm so sorry about this! I have escalated this and your account will be cancelled ASAP. I senior member of our team will be in touch to confirm this.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Months ago I spoke to ******** at hone to ask about billing. I asked that the membership and medication be separately billed. No problem and I understand. Went fine for two months then again they hit me for both. This time I was ignored by ******** and given the excuse that they don't do that. But they had been. Then told well you can pick the dates we will bill each. Really? Well I did and they didn't. Then it goes on and they then payments were being denied. No notice was ever given that they had a billing problem but I would get emails from them about other products or things they were doing. So now I'm left without a medication that causes you a mild withdrawal and in misery. Then I am being completely ignored and no response about when they will ship it. If I will receive it or when. Even asked if I could pay extra to ship overnight. No response. I guess *** v is taking joy ** knowing they have left a patient suffering. Very unprofessional and have no business in the healthcare industry.

  

  Business response

  06/11/2024

  Hey ******!

  This is *********************. I'm so sorry about the trouble you're having, but I just checked my DM's in the community and I have no recent communication from you about this issue. If you can let me know where you've been trying to contact me I'll make sure this issue is solved. If you can also share screenshots with the BBB of that recent attempted communication with me, that would be a huge help too.

  In the meantime, I'm going to have a member of my team contact you to help.

  Stay tuned,

  ***

  Customer response

  06/13/2024

  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

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hone had me schedule my initial consultation with a clinician for Wednesday May 22, 2024 through ****** meets. I logged on, asked to be let in, and was in The waiting "room" . I was eventually kicked from the room because it had timed out due to nobody answering the "call". A text message they sent advised me to call a number if I was unable to enter the room. When I called, it said this number is no longer in service. THEY JUST TEXTED ME THE NUMBER TO CALL!!!!! I waited almost a month for this consult, now I have to wait another 2 weeks before I can "try again". Also they state they will charge my card on file $50 for not going to the consult. I was there, they never showed.

  

  Business response

  05/22/2024

  Hey *******! 

  This is ***, I was communicating with you inside the community. You will not be charge $50 and I promise our team will help you out. Please give them time to look into this issue, and they will 100% get things taken care of for you!

  Customer response

  05/24/2024

  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. They refunded my original purchase price. They have however texted me multiple times, even after I replied asking them to no longer contact me. I have since blocked their number. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a testosterone test kit from this company. After completing the test we scheduled for an online appointment with their doctor to discuss the results. We had some concerns and asked the doctor *********************** if taking the testosterone shot would make it to where my husband wouldn't be able to produce his own in the future. The doctor told us that you do quit producing it while on the shot but when you get off the shot your body will start right up again and be back to your original baseline within 3 weeks. He also did not discuss side effects. After we hung up my husband looked at his account at the doctors transcript of the session. It stated "Client was informed that there are no guarantees that his natural production will return to his baseline after stopping therapy. We also discussed all potential side effects such as shrinkage of testicles, infertility, (and a number of other issues) of taking this drug". That is a blatent lie! This company is having their DOCTORS LIE to patients! Now I wonder if they don't lie about the results as well! I think someone needs to stop them, this should be illegal!

  

  Business response

  05/17/2024

  Hey *****!

  I'm so sorry about this experience we only have one charge on file for $45 from you and I've gone ahead and refunded that. It should be processed within 3-5 business days depending on the bank/card company.

  I'm also going to have a our Medical Director reach out to your partner about this so we can gather more info. 

  Please stay tuned!

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I began my journey with Hone Health on 1/21/24. I researched several companies and read reviews from all, ultimately choosing Hone Health to assist me on improving my health. Initially, everything was great. I paid my consultation fee, received my initial test, mailed it back, and had readings in less than 2 weeks. That was the last thing that was successful with this company. After my initial test was read, a consultation was set up and scheduled. Prior to my scheduled date and time, I looked at the website, ensured my computer was up to date for the software, and all appeared to be working flawlessly. That is, until the time of my consultation. I logged in, sat in queue for 20 minutes prior to the consultation, then the screen went blank and I was booted out from their system. I attempted several times, without success, to get into the video chat, ultimately failing each time. Immediately after, I reached out to Hone Health, and 3 days later I finally received a response that simply rescheduled the consultation. No problem, I made arrangements to be on the next consultation. On the next day and time, I logged in prior to the appointment, waited in queue, and same thing. When it was time, connection terminated, no consultation. After 5 days and several unanswered emails, again, I was added to another consultation with no recommendations on support. Prior to this consultation, I was able to dig through their website, find and embedded link, and actually access the consultation. Ultimately, I was diagnosed, and advised that an additional test would be needed to verify the results of the first test. That is the last bit of service I have received from this company, yet they have drawn $479 from my account. They have, now, sent 3 follow-up tests, none of which are "viable" by the time the company looks into the results, yet the "membership" fee consistently comes out monthly. I have now been charged 3 months of a fee for ABSOLUTELY NO SERVICE. FRAUD

  Customer response

  05/09/2024

  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

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had my evaluation with the doctor and completed all necessary labs. On 4/12 I paid for my first monthly subscription along with my first month's medication. They have charged me for the second month of meds almost a month later without even shipping the first month's order. This is complete fraud to charge for a second shipment and not sending out the first. Only resolution I will accept is a refund for the second payment and receipt of my first month's meds. The charge for second set of medication can be made when it is time for a refill, NOT before. They have no way of contacting them by phone, they say they will call you back but this manager PJ let the phone ring one time when calling me and hung up just so that they can say they called. When they reply via email all you get are scripted replies.

  Customer response

  05/08/2024

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

*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. ↩