ComplaintsforNu Image Medical Inc

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Nu Image medical charged my credit card more than double what they should have and have refused to refund me. I had a promotion applied to my account and a screenshot as evidence showing that I would be billed $192.03 for my next order. When that order was placed automatically, Nu Image removed the promotion code and charged me $413.30, without ever notifying me of the price increase and removal of promotion code. I have reached out multiple times requesting a refund and they have refused. This business is deceptive, dishonest, and disappointing. Im completely appalled that they find this behavior appropriate.

  Business response

  04/17/2024

  I understand your frustration, and I'm sorry to hear about your experience with Nu Image Medical. It's important for businesses to uphold their promises and communicate clearly with their customers.
  However, I want to assure you that we take your concerns seriously and have taken steps to address the situation. While we typically don't offer refunds, we have credited your account with the appropriate amount to rectify the billing discrepancy. We apologize for any inconvenience this may have caused and appreciate your patience as we worked to resolve the issue.
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. We value your feedback and are committed to providing excellent service to our customers.

  Customer response

  04/18/2024

   
  Complaint: 21564827
  
  I am rejecting this response because: I am not accepting a credit for a future purchase as a sufficient resolution to this problem. The only way to remedy this issue is to refund my credit card $221.27 so that I would have paid the amount we agreed upon, which was $192.03. Nu Image never had my authorization to charge $413.30 to my card, which was a bait and switch, as you offered me a promotion and then retracted it without communicating that with me or allowing me to cancel the order before charging my card. If the full $221.27 is not refunded back to my card, I will be escalating this in various ways, including submitting complaints to the **** the ******* ***************************** the ****************** of ******* the ********** ****************************, and the ********** ********** of ********************** addition, I will continue to leave reviews about this unacceptable experience across all social media channels and business review sites. I am also prepared to take this to small claims court if needed.

  I am still appalled at this experience, as your business charged me more than double the agreed upon price and continues to refuse to refund me. I can promise you that I will continue to relentlessly pursue the refund which I am ************ the point where it will cost the business more than the amount of the refund due to lost revenue from my reviews and the time spent by your employees dealing with the complaints that I submit to various government and regulatory agencies. 

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

  Business response

  04/18/2024

  Hello, 

  You have been refunded 221.27. Please allow 3-5 business days to see it on your side. 

  We wish you the best on your future health journey. 

  Customer response

  04/21/2024

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my prescription on March, 3, 2024 via email and received a confirming response stating we are sorry to see you go but would like to offer a 35% discount if I would like to pursue, which I declined. Not only did they disregard this cancellation, they charged my card a different amount than the original transaction/ plan (****** more) AND I did not get the product which I do not want.It is a medical weight loss injection. They were 2 weeks late sending my 3rd month injections, therefor causing me to lose the reccommended program. The product was left at the bottom of my driveway when I was supposed to sign for it and it sat there in the weather until I found it. and the injections themselves were different in color which has me weary. I have sent several emails and left messages on their phone contact to no avail but were very quick to respond when I cancelled, offering me a discount. I also emailed the ****

  Business response

  04/10/2024

  Hello, 

  Our records show the refund was already processed. Here is the information 

  Refund processed. NMI transaction id => **********.

  Please let us know if you need anything else.

   

   

  Customer response

  04/10/2024

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

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After a one time purchase. Nu Image Medical has continued to send me medication and bill me despite my requests to stop this unauthorized shipping and billing. I contacted my credit card company and had them block Nu Image Medical. Nu Image Medical has resorted to changing vendor ID numbers to continue billing me. They have been told to stop! But they wont!I would like a credit return for in authorized shipments!

  Business response

  04/09/2024

  Hello,

  We are genuinely sorry to hear about your experience and understand your concerns regarding the unwanted shipments and billing. Our goal at Nu Image Medical is to provide a transparent and customer-friendly service, so please allow me to explain our process and how we can move forward to address your issue.
  When you made your initial purchase, our system is designed to ensure full transparency about the enrollment in our auto-renewal program. This includes a clear notification and acknowledgment step, which is part of the enrollment process. We aim to prevent any surprises by informing you upfront about how the subscription works, including the auto-renewal feature.
  Additionally, we send a courtesy email 48 hours before any renewal process begins. This email serves as a reminder and provides you with the opportunity to cancel or postpone your subscription if you no longer need our services. The details of this process are not only displayed during enrollment but are also included in the terms and conditions to which you agree at the time of purchase.
  We understand the frustration that can arise from receiving unexpected shipments and charges, especially if you have relocated and not updated your address with us. As we do not ship internationally, an updated address is crucial to ensure proper delivery and service continuity. If there has been a change in your location that we were not notified about, this might have led to the confusion and the continuation of the service despite your intentions.
  We sincerely apologize if this process was not as clear as it could have been and if it caused any inconvenience. We value your feedback and are committed to improving our communication to ensure our customers have all the necessary information to make informed decisions about their subscriptions.
  To resolve this matter and discuss the possibility of a credit return for the shipments you did not authorize, we kindly ask you to contact our support department directly. We are here to help and will work diligently to ensure a satisfactory resolution for you.
  Thank you for bringing this to our attention, and we look forward to assisting you further.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Nu Image Medical refilled a very costly prescription drug without authorization. They only notification I received from them was that they had refilled it (email and text). There was no correspondence regarding whether I wanted the medication refilled or not.

  Business response

  01/26/2024

   

  Hello, 

  We appreciate the opportunity to address the concerns raised by a valued customer on the ******************** platform. Our commitment to providing excellent service and resolving any issues to ensure customer satisfaction remains unwavering.
  We wish to clarify the situation regarding our services at Nu Image Medical. We have taken great care to make the unsubscription process straightforward, enabling clients to manage their treatment plans effortlessly through our user-friendly online platform.
  In instances where clients report unexpected charges for prescriptions, it often results from not canceling their subscription as per their discretion. Although we send email notifications to remind clients of upcoming shipments, we acknowledge that these notifications *** occasionally end up in spam folders, leading to misunderstandings.
  Nu Image Medical takes immense pride in our longstanding reputation and the trust we've cultivated in serving nearly a million clients over 15 years. All clients provide authorizations on file, confirming their acceptance of our terms and conditions.
  We deeply regret any inconvenience or confusion that *** have arisen, and we sincerely apologize for any misunderstanding concerning our policies. Our refund policy is readily accessible on the footer of every webpage, invoices, and order confirmations. Once a medication is picked up by a carrier, it falls outside the pharmacy's control.
  We highly value our clients and are committed to offering the best possible experience. We empathize with the frustration that financial matters can evoke and are keen to address any concerns.
  In conclusion, we reiterate our willingness to work with the client to find a satisfactory resolution. We encourage them to contact us directly so we can collaboratively resolve the issue.
  Thank you for your attention to this matter. We hold our clients' feedback in high regard and remain steadfast in upholding the highest standards of service.
  Sincerely,

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a one time prescription to try. I did not sign up for an auto refill. I suddenly was charged for another prescription. I have read reviews and complaints that his has happened to other people. I have tried contacting the company and they are refusing to help. I offered them to return their product and or refuse delivery. They have charged me already for the product which I never approved.. They are taking advantage of customers and billing. I only ordered a one time 30 day prescription. Would like a refund.

  Business response

  01/26/2024

  Hello, 

  
  We hope this message finds you well. We appreciate the opportunity to address the concerns raised by one of our valued customers on the BBB platform. At Nu Image Medical, we take customer feedback seriously, and we are committed to resolving any issues to ensure the satisfaction of our clients.
  First and foremost, we want to express our gratitude for choosing Nu Image Medical for your healthcare needs. We understand that there may have been some confusion regarding our subscription-based model, and we'd like to provide some clarity on this matter.
  We make the unsubscription process straightforward, allowing clients to manage their treatment plans easily through our user-friendly online platform. In cases where clients find themselves unexpectedly charged for a prescription, it is often a result of not canceling their subscription, which is entirely within their control. While we do send email notifications to remind clients of upcoming shipments, occasionally these notifications may be directed to spam folders, leading to misunderstandings.
  We are proud of our longstanding reputation and the trust we have built over the past 15 years, serving nearly a million clients. We encourage all clients to thoroughly review and understand the terms and conditions they agree to when choosing a plan to avoid any future confusion. Rest assured, we have all the necessary authorizations from our patients on file, clearly indicating their consent to our terms and conditions.
  We deeply regret any inconvenience or frustration that this situation may have caused, and we sincerely apologize for any misunderstanding regarding our policies. Our refund policy is prominently displayed on the footer of every page of our website, as well as on invoices and order confirmations. Unfortunately, once a medication has been picked up by a carrier, it is no longer under the control of the pharmacy.
  We take pride in the quality of our products and services and are dedicated to providing the best possible experience for our clients. We understand that financial matters can be a source of frustration, and we empathize with our client's concerns.
  In conclusion, we want to emphasize that we are here to address any concerns and provide a resolution that meets our client's satisfaction. We encourage our client to reach out to us directly so that we can work together to find a solution.
  Thank you for your attention to this matter. We value our clients' feedback and are committed to upholding the highest standards of service.

  Customer response

  02/09/2024

   
  Complaint: 21091234
  
  I am rejecting this response because:

  I am so sorry. I must have missed the response. I would have responded. The company not only charged me for a product I didn't approve it never sent said product that the company continued to say it was sent out already unable to stop the process.  No product was ever received and the company has not been honest regarding shipping.

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

  Business response

  02/12/2024

  Thank you for your response. We appreciate your understanding and acknowledgment of the importance of email communication. Just as you mentioned missing our response to the BBB, it's possible that there may have been oversights in receiving our email notifications regarding your subscription and upcoming shipments.
  We understand that managing emails can sometimes be challenging, especially with the volume of messages we receive daily. However, we want to assure you that we take every step to ensure clear and timely communication with our clients. This includes sending reminders about upcoming shipments and providing information about our subscription model and policies.
  While we strive to make our emails noticeable and easily accessible, we recognize that they can sometimes be overlooked or filtered into spam folders. We apologize for any inconvenience this may have caused and encourage you to review your email settings to ensure that you receive important communications from us.
  As we continue to address your concerns, we remain committed to providing a satisfactory resolution and ensuring your satisfaction with our services. Please don't hesitate to reach out to us directly so that we can work together to find a suitable solution.
  Thank you for your understanding and cooperation. We value your feedback and are here to assist you every step of the way.

  Customer response

  02/13/2024

   
  Complaint: 21091234
  
  I am rejecting this response because: while all that said they lied and stated that the shipment was already processed and sent. Interesting that I never received anything. I stated I would return if necessary. They said I couldn't and the product was on its way. So they took my money and  actually never sent a product. 
  
  Sincerely,
  
  *******************************

  Business response

  04/09/2024

  Thank you for reaching out to express your concerns regarding your recent experience with our subscription and billing process. We aim to ensure that all our customers have a clear and positive experience with our services, and we regret any confusion or dissatisfaction you may have encountered.
  Upon reviewing your account and order history, we would like to clarify a few key points:
  Subscription Agreement: Our records indicate that at the time of your initial purchase, the terms of the agreement, including details about the subscription model, were presented and consented to. This is a standard practice designed to ensure that our customers do not experience any interruption in their treatment plans. We understand that you believed you were making a one-time purchase; however, the agreement signed did include provisions for a subscription service.
  Notification Process: In line with our commitment to transparency and customer communication, we send out an email notification 48 hours before any subscription renewal charge is processed. This advance notice is intended to give our customers ample time to review their subscription status and make any necessary changes or cancellations. We encourage all our customers to regularly check their emails to stay informed about their subscriptions and avoid any unwanted charges.
  Responsibility for ******************* While we strive to provide all the necessary information and reminders about subscription renewals, it is ultimately the responsibility of our customers to manage their subscriptions based on their needs and preferences. This includes reading emails from us regarding subscription status and taking timely action if they wish to cancel or modify their subscription.
  Product Returns and Refunds: As per our policy, once a prescription has been dispatched, it falls under health and safety regulations that prevent it from being returned for a refund. We take these regulations seriously in order to ensure the safety and integrity of our products and services.
  We understand that this situation is not ideal, and we are here to support you in resolving this matter to your satisfaction. Given the circumstances, we are willing to review your case further to understand how we can assist better.
  Please contact our customer support team directly so we can address your concerns more personally and discuss possible solutions. Our goal is to ensure your satisfaction and to provide clarity and assistance wherever possible.
  Sincerely,

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $156 for a medication that I requested to cancel. This was supposed to be a monthly subscription, but I was charged before it was supposed to. I reached out to customer service and they have been less than responsive. The medication is disgusting and I do not want it. Since I requested the cancelation before it should have been charged, I am requesting a full refund.

  Business response

  01/26/2024

  We appreciate your continued assistance in addressing our customer's concerns on the ******************** platform. At Nu Image Medical, our primary goal is to ensure our clients receive the best possible service, and we take all feedback seriously.
  Regarding the recent complaint, we want to provide a comprehensive response to the issues raised by the client. It is our aim to clarify the situation and work towards a resolution that satisfies our client's expectations.
  First and foremost, we apologize for any inconvenience experienced by the client. We understand their frustration regarding the unexpected charge of $156 for a medication they intended to cancel. Our subscription model is designed to offer convenience and cost savings, but we acknowledge that there may have been a breakdown in communication.
  The client mentioned that they reached out to our customer service, expressing their desire to cancel the subscription. We regret any delay or lack of responsiveness that the client may have encountered during this process. We are committed to improving our customer service and ensuring that our clients receive timely assistance.
  Furthermore, the client indicated that they requested cancellation on December 23rd, after the medication order was sent to the pharmacy on December 22nd. We would like to clarify that our cancellation policy allows clients a 48-hour window to cancel their subscription before the order is processed. In this case, the client's cancellation request was received after the order had been sent to the pharmacy, which falls outside of the permitted cancellation period.
  Regarding the client's dissatisfaction with the medication, we regret to hear that they found it unpleasant. Our priority is to provide high-quality products that meet our clients' needs, and we appreciate the feedback provided.
  In line with our commitment to customer satisfaction, we would like to address the client's request for a full refund. We understand their concerns and are willing to work with them to find a fair resolution to this matter.
  In conclusion, we want to reiterate our dedication to improving our services and addressing our clients' concerns promptly and effectively. We encourage the client to reach out to us directly so that we can discuss the situation and work towards a resolution that aligns with their expectations.
  Thank you for your attention to this matter, and we appreciate your continued assistance in ensuring that our clients' concerns are addressed appropriately.
  Sincerely,

  Customer response

  01/26/2024

   
  Complaint: 21064694
  
  I am rejecting this response because I have tried to reach out and I am getting a lack of response. **************** has been ignoring my emails, repeatedly. If there is a direct phone number where I can speak with someone, I'd be happy to give a call; the phone number on the website doesn't ************** me with an agent and I'd prefer to speak to someone with some authority. 
  
  Sincerely,
  
  *************************

  Business response

  01/29/2024

  Thank you for reaching out and providing your feedback. We apologize for any inconvenience you've experienced and are committed to resolving this matter for you.
  We understand your frustration with our previous lack of response and want to ensure we address your concerns promptly. You can reach our customer service team directly at ************ during our regular business hours, which are Monday to Friday.
  Regarding your request for a refund, we have reviewed the evidence provided and found that you did not adhere to our 48-hour cancellation policy. Unfortunately, as per our policy, we cannot issue a refund in this case.
  However, we are still dedicated to providing you with the best possible service moving forward. If you have any further questions or require assistance, please do not hesitate to contact us at the provided phone number, and we will do our best to assist you.
  Thank you for your understanding, and we look forward to resolving any remaining issues to your satisfaction.
  Best regards

  Customer response

  01/30/2024

   
  Complaint: 21064694
  
  I am rejecting this response because I reached out on 12/23 to cancel (48 hours) before it was to renew on 12/25. Additionally, I NEVER received a correspondence that I was being rebilled, renewed, etc. and I should have if you were filling my order. Plus the new medication I received is not the same as the first batch. The new one is a powder that isn't compressed and just falls apart in my hand. 

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

• Initial Complaint

  12/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company communicated with me via text and email and placed my order after a period of waiting and approval at which point no indication was made that I was signing up for a recurring, auto renewing, or subscription product. I received an email stating that my order was to renew. I contacted the business to inform them that I did not order and do not want any product. 28 minutes later I was informed that it was too late and they could not cancel the order and that I would be billed. Despite multiple opportunities given for them to resolve the issue they have not.

  Business response

  01/26/2024

  Hello, 
  We would like to express our gratitude for the opportunity to respond to the concerns raised by our esteemed customer through the ******************** platform. Our dedication to delivering exceptional service and ensuring complete customer satisfaction remains unwavering.
  We aim to provide clarity regarding the situation at Nu Image Medical. Our offerings encompass both one-time purchase options and cost-effective monthly plans, tailored to meet the diverse needs of our clientele. While our monthly plans present substantial cost savings, it is imperative to comprehend that these arrangements are subscription-based. Many of our clients opt for these plans to benefit from ongoing care and financial advantages. We have diligently crafted a straightforward unsubscription process, empowering our clients to effortlessly manage their treatment plans through our user-friendly online platform.
  In cases where clients report unexpected charges for prescriptions, it often results from their decision not to cancel their subscription as they see fit. While we diligently send email notifications to remind clients of impending shipments, we acknowledge that, on occasion, these notifications *** inadvertently end up in spam folders, contributing to misunderstandings.
  Nu Image Medical takes immense pride in our longstanding reputation and the trust we have earned by serving nearly a million clients over a span of 15 years. Every client provides documented authorizations confirming their acceptance of our terms and conditions.
  We deeply regret any inconvenience or confusion that *** have arisen and offer our heartfelt apologies for any misunderstandings related to our policies. Our refund policy is easily accessible through the footer of every webpage, on invoices, and within order confirmations. Once a medication is entrusted to a carrier, it falls beyond the control of the pharmacy.
  Our clients hold a special place in our hearts, and we are resolute in our commitment to providing them with the utmost satisfaction. We empathize with the frustrations that financial matters can provoke and are genuinely eager to address any concerns.
  In closing, we wish to reiterate our readiness to collaborate with the client to reach a mutually agreeable resolution. We strongly encourage them to engage directly with us, allowing us to work together to resolve the matter to their satisfaction.
  We extend our sincere appreciation for your attention to this matter. Our clients' feedback is of paramount importance to us, and we remain steadfast in upholding the highest standards of service.
  Sincerely,

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nu Image Dr. ******* me to STOP TAKING WEIGHT LOSS PILLS due to negative side affects. I thought I canceled the entire subscription in May 2023. However, it appears due to an oversight that the entire subscription was not canceled just stopped for 1 month. I received a email stating my order was getting ready and I called to stop it. I waiting on hold for 42 minutes and then was hung up on. Minutes later I received and email stating shipment on the way.I was charged $160 for medicine I cannot take and did not know I would not be able to take. I am being shipped pills I did not order and a refund is in order. I reached out to the *** but I keep getting a response from the support staff saying they will not refund and side affects are listed on the website. This is insane. Are we living in America or a third world country? Are businesses allowed to run this way by way of stealing from customers due to no oversight and Compliance on behalf of the customer?

  Business response

  04/09/2024

  Thank you for reaching out and sharing your concerns with us. At Nu Image Medical, we prioritize the health and well-being of our customers, and we take your feedback very seriously. We regret to hear about the difficulties you've experienced with your subscription and the unfortunate miscommunication that has occurred.
  Regarding the cancellation of your subscription, it's important to clarify the situation based on the details you've provided:
  Cancellation Misunderstanding: It appears there was a misunderstanding regarding the status of your subscription. When you contacted us in May 2023 to discontinue the use of the weight loss pills due to adverse effects, as recommended by our doctor, the action taken was to pause your subscription for a month, rather than cancel it outright. We apologize for any confusion this may have caused and for the oversight in not fully canceling your subscription as you had intended.
  Communication Challenges: We are truly sorry to hear about your experience with our customer support line, including the long wait and being disconnected. This level of service is not what we aim for at Nu Image Medical, and we are taking immediate steps to address these issues to improve our response times and ensure that all customer inquiries are handled efficiently and empathetically.
  Refund Policy and Medical Advice: While we understand your frustration regarding the charge for medication that you are unable to use, our refund policy is typically guided by the terms agreed upon at the time of purchase. However, given the unique circumstances of your case, including medical advice to discontinue the medication, we are more than willing to review your situation more closely and find a fair solution.
  Responsibility and Oversight: We acknowledge your point regarding the oversight in canceling the subscription. It's essential for both partiesNu Image Medical and our customersto communicate clearly and effectively to avoid such misunderstandings. We strive to provide clear instructions for managing and canceling subscriptions, but we also understand that misunderstandings can occur.
  Given the circumstances, we are committed to investigating your case thoroughly and exploring possible avenues to address your concerns. Our goal is to ensure that all our customers feel heard, supported, and valued, regardless of the situation.
  We invite you to contact our customer service team directly so we can personally attend to your case and work towards a satisfactory resolution. Please rest assured, we are here to help and want to make things right.

  Customer response

  04/17/2024

   
  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. Nu Image Medical Inc has issued me a refund for the weight loss supplement that I canceled and could not take. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Many months ago, I ordered a product online. Apparently, the product was on some kind of auto ship program, which I never authorized. When I saw that it was due for shipment again, I immediately emailed customer service (a shipping label had been created, but the item was still at the pharmacy), and asked them to cancel the order, stop the auto ship, as I still had two months of the product left. I was told that they would stop the auto ship, but that they could not stop the shipment as it had already been shipped. I sent them screen shots of the package tracking, that it had not in fact left their warehouse yet and they didn't respond until the next day, saying it was too late. They didn't read the email, or ignored my request to not fulfill the order, which is bad business practice and fraudulent in nature. I will be reporting the transaction as fraud, and have refused the shipment via ****** I simply want my money back, as I communicated in good faith that I did not want the product, and gave them plenty of notice of that fact as well.

  Business response

  11/16/2022

  Hello. Our system makes you acknowledge and notifies you of your enrollment, and your agreement to the auto-renewal process. We also send out a courtesy email 48 hours before processing your renewal, just in case you forgot about it. This is all displayed on the screen, prior to submitting your enrollment, as well as on the terms and conditions. You may also cancel or postpone your programs right from that email. Since you missed the 48hr window, the pharmacy had already made your prescription and once it has a label, the shipping department cannot stop this. We are sorry that you did not read the requirements properly, but by no account, did we sign you up for anything that wasnt acknowledged. Please contact our support department to see if we can resolve your issues.
  

  Customer response

  11/16/2022

   
  Complaint: 18404882
  
  I am rejecting this response because I have already reached out to their customer service.  I did NOT miss the 48 hour window. Within minutes of seeing the email from them, I responded, prior to the items being shipped (a shipping label had been created, but the items had not yet left the warehouse), requesting cancellation and a refund.  This is factually inaccurate and why I am asking for a refund.  The product shipment was refused.  TRM
  
  Sincerely,
  
  *******************

  Business response

  11/18/2022

  Unfortunately, we are also rejected your response as we are not responsible for customers not reading the emails we send out. Ultimately, the subscription was agreed and done by the patient so it is 100% their responsibility to monitor it. As for packages that are refused, the pharmacy destroys them as they cannot take medication back once it leaves the facility. 

  Have a great holiday!

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to remove my credit card information from the Nu Image Medical website. I wanted to delete the auto ship of an item. The website will not allow you to delete your credit card.The website will not allow you to cancel the auto ship.I have tried calling the number listed on on the Nu Image Medical website multiple times over the past few weeks in an attempt to cancel my account and to cancel the auto ship. I can never get anyone to answer, and there is no way to leave a voicemail.I have sent several emails over the past few weeks requesting that my account be deleted and that the auto ship be canceled. I have not gotten a response to any of them. I reached out via phone and email numerous times weeks before the auto ship was supposed to charge my credit card again in an attempt to stop this charge. Since I was never able to get anyone to email me back and can still not get anyone on the phone it ended up charging my credit card $110.00.I still have a full bottle from the last shipment as I am not able to use this product.I tried using this product twice when I received it and both times it sent me to the emergency room due to a terrible life threatening reaction that I had to it. My doctor ****** that this product is not safe for me to use.I never meant to order another bottle of it. I cannot use it. I tried to stop the auto ship, but no one will speak to me. The website will not allow you to cancel the auto ship. It is set up in a way that it just keeps taking your money. Please immediately cancel my order that I was charged for on October 2, 2022. Please do not ship this order to me. Please refund my payment of $110.00 immediately.Order Number: Nu633a187bcac61 I have tried to speak to someone and cancel this item before it charged my credit card. Please do not punish me and charge me for something that I do not want/cannot use because the company will not speak to me and has their website set up where you cannot remove yourself.

  Business response

  10/06/2022

  Good Day! Our system makes you acknowledge and notifies you of your enrollment, and your agreement to the renewal process. We also send out a courtesy email 48 hours before processing your renewal, just in case you forgot about it. You may also cancel or postpone your programs right from the email. We are sorry that you did not read the requirements properly, but by no account, did we sign you up for anything that wasnt acknowledged. Medication cannot be return or refunded as it is against *** regulations. 

  
  

  Customer response

  10/12/2022

   
  Complaint: 18173840
  
  I am rejecting this response because:

  The business states  "We also send out a courtesy email 48 hours before processing your renewal". I DID NOT receive any type of email, text, etc. before processing the renewal. I DID NOT receive any type of communication 48 hours prior. If I had I would have definitely used the link to cancel the order. However, I was never sent the 48 hour email. The company is lying and blaming me for a mistake on their part. I want a refund of the full amount. I had not way to cancel the order due to not receiving the 48 hour email with a cancellation link and due to reaching out to the company prior to the refill being submitted to cancel the order. 

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

  Business response

  10/14/2022

  There is nothing else we need to say. Terms and conditions are very clear and it was all acknowledged by the patient. 

  Business response

  11/10/2022

  Again, we are not going to engage in this anymore. We have our terms and conditions, our refund policy, the credit authorization and the acknowledgment from the patient agreeing to the subscription plan. Failing to contact us on time to cancel the subscription is completely up to the patient. Like states before, if the patient did not follow instructions to misread the terms, we are truly sorry. We cannot refund medication by law. 

  Have a great day. 

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