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:04/14/2025

  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 semaglutide from this company. They charged me $99 for an appointment with a provider that never spoke to me. They just looked over my paperwork. Then I was charged $150 for the medicine. They told me that I should receive tracking information between 7-10 business days. It has now been 4weeks and I have received no tracking information or my prescription. Ive been messaging the company and keep being told the SAME thing every time. That they apologize for delay and they will have an update for me as soon as possible. This has been going on for 2weeks now. I never receive updates, nor any messages from them letting me know what is going on. I have asked to be refunded the $250 and they keep avoiding that as well. I am now out $250, without my RX or any updates from them. Though the staff who responds to my texts are polite, this is completely bad business. I should have been refunded when I asked last week.

  Business Response

  Date: 04/25/2025

  To Whom It May Concern,
  We are writing in response to the complaint submitted regarding our services. At NP2GO, we take all customer concerns seriously and are committed to resolving issues promptly and professionally.
  In this case, the delay in the customer’s receipt of medication was due to a processing issue on the pharmacy’s end, which was unfortunately beyond our immediate control. We understand the inconvenience this may have caused, and once the issue was identified, we took immediate action to address it.
  The customer has since received her medication, and as a courtesy and acknowledgment of the delay, we issued a full refund for her order.
  Additionally, we have made several attempts to contact the customer directly to offer support and discuss her experience in more detail. Multiple voicemails have been left, but as of this writing, we have not received a response. We remain open and willing to communicate at her convenience and will continue our efforts to connect with her.
  We sincerely regret any inconvenience this situation may have caused and are dedicated to providing the highest level of care and service to all of our patients.
  Sincerely,
  ****** *********
  Office Manager, NP2GO

• Initial Complaint

  Date:04/01/2025

  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.

  I completed a questionnaire on line in January or around that time and on March 31 I was charged $100 for a visit fee. There was no visit, merely I answered questions on line about the product. If this is a reasonable action then my complaint is withdrawn but I feel exploited and that no fee was earned or expected when there was no visit, not on line nor in person.

  Business Response

  Date: 04/07/2025

  To Whom It May Concern,
  
  My name is ****** *********, and I am the Office Manager for *****. I am writing in response to a recent customer complaint we received, and we would like to formally dispute the claim.
  
  The individual in question agreed to an asynchronous visit with ***** in January 2025. This type of visit involves the patient filling out an intake form in lieu of a live consultation, and it is a fully billable $99 service. As part of the intake process, the patient signed a consent form acknowledging and accepting this fee. For reference, we have attached a copy of the completed intake form where the patient clearly selects the asynchronous visit option and consents to the associated charge.
  
  Despite receiving the visit in January, the patient did not pay the balance until Marchonly after being informed that the outstanding visit fee would need to be paid before any weight loss medication could be prescribed. After the balance was paid, the patient proceeded to order and receive the prescribed medication.
  
  Now that the medication has been received, the patient is attempting to dispute the original visit fee. However, the visit is a required part of our medical process in order to legally and ethically prescribe the medication. Whether a patient chooses to complete the visit via phone or intake form, it is still a formal service provided by a licensed Nurse Practitioner and subject to the standard $99 fee.
  
  Please let us know if any further documentation is needed. We are happy to provide additional evidence to confirm that this charge is valid and was agreed to by the patient prior to receiving services.
  
  Sincerely,
  ****** *********
  Office Manager
  *****
  
  ****** *********
  *****
  Office Manager
  **********************************************;
  ******, *************; 73013
  (P) ************

  Customer Answer

  Date: 04/09/2025

   
  ********** ********
  
  I am rejecting this response because:
  

  I am not disputing the charge.  I never avoided paying for any services that were provided.  I disputed the fact that they waited months to charge me without advising me first that I hadnt been previously charged, hadn't been invoiced nor had they notified me that there was a balance due, and hadn't given me the option for how to pay for the balance due.  Nobody should randomly charge someone's account without first advising them that they were going to charge their account.  I did not know that I wasn't charged for any services, and I have never denied paying any outstanding balance due.   Their response makes it sound like I was attempting to avoid payment and I resent that and find it offensive.  I never argued about how they charge for their service and their response shows that they assumed that I was trying to avoid payment for services.  My opinion of the methods by which they operate are irrelevant and had nothing to do with this.   My asynchronous visit from January 30 was never billed.  Who's fault was that?  I assumed it was billed and paid.  On March 31 without advising me first, they charged my account for the payment.  That was my complaint.   Apparently they have customers who attempt to not pay their bills and so they assumed that I was trying the same thing.  I paid $100 on March 28, $580 on March 31, and I thought that this covered whatever costs I had incurred.  On top of that I was charged $99 and thought that this was inappropriate, unauthorized and incorrect.  ******, a *** for the company was kind, respectful and explained what happened.  That was not the problem.  The response to my complaint is more the problem.  How dare they accuse me of trying to avoid payment.   I want to double down on my complaint.  Their customer service is rude, offensive and inappropriate.
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/09/2025

  Hello ****,

  
  

  Please see the text thread from the customer to our office text line this morning. I feel as if this is a threat and I do not feel this is professional or acceptable.

  ****** *********

  NP2GO

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  (P) ************