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:07/09/2025

  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 have these 2 charges on my *** account for something I did not purchase. In looking at the other complaints it seems like it is for a membership? I have not signed up for anything. I would like to get a return on this. Opnip* Futur D23, Openloopheal, IA $422.74 on 2/24/25 Opnlp* Feb-23-25, Openloopheal, IA$399.00 on 2/24/35

  Business Response

  Date: 07/10/2025

  Hello ********,
  
  I hope this message finds you well.
  
  After reviewing your account, I noticed that you initially enrolled in a monthly subscription for FuturHealth on February 2, 2025. While it appears the service was not actively used beyond the initial enrollment, we did not receive a formal cancellation request.
  
  As outlined in the subscription terms, all cancellations and refund requests must be submitted directly through the *********************************************** The ****************** can be reached at ************** for any future inquiries regarding account changes.
  
  Additionally, I sincerely apologize for any inconvenience this may have caused. As a resolution, a full refund in the amount of $821.74 has been issued, covering charges from February. Please allow 510 business days for the funds to appear in your account, depending on your financial institution.
  Your subscription has now been officially canceled, and no further charges will occur.
  
  We regret any frustration this may have caused and truly appreciate your patience and understanding as we worked to resolve the matter. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Warm regards,
  Head of Patient Experience 

  Customer Answer

  Date: 07/10/2025

   
  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

  Date:07/08/2025

  Type:Service or Repair 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 received a fraud alert from my bank. I called only to find out they have tried to charge me 9 times this amount. I did not authorize any charges at all with this company and I want them investigated for fraud and I want them ti stop billing me. If I have to cancel my card I will have to pay fees and it will effect my household negatively.

  Business Response

  Date: 07/10/2025

  Hello *******,
  
  I hope this message finds you well.
  
  Thank you for reaching out, and I appreciate the opportunity to address your concerns.
  
  Our records indicate that your subscription with Prime Health began on March 16, 2025, and remained active on a monthly basis through July 7, 2025. Please note that a formal cancellation request is required in order to terminate the subscription and prevent further billing. This request can be made by contacting our patient support team at *****************, which is also listed on our website for your convenience.
  
  Although a formal cancellation was not received prior to your inquiry, I have proceeded and processed the cancellation of your subscription. Upon review, it appears that an attempt was made to charge your card during this period; however, the transaction was unsuccessful and no payment was processed. As a result, there are no charges to refund in this case. Please rest assured that your subscription is now fully canceled, and there will be no future attempts to charge your card.
  We sincerely apologize for any confusion or inconvenience this may have caused. Should you have any further questions or require additional assistance, please dont hesitate to reach out.
  
  Kind regards,
  Head of Patient Experience 
  
  

• Initial Complaint

  Date:07/01/2025

  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 was billed $299 and I have not received medications or additional services. I did receive 1 month of service but nothing else since.

  Business Response

  Date: 07/03/2025

  Hello ******,
  Thank you for reaching out. I appreciate the opportunity to address your concerns and provide clarity regarding your subscription.
  
  Our records indicate that your subscription with Prime Health began on May 3, 2025, and remained active through July 3, 2025. Please note that, in order to prevent future charges, a formal cancellation request must be submitted. This can be done by contacting our patient support team at **************, a number also listed on our website for your convenience.
  
  While we did not receive a formal cancellation request prior to the most recent charge, I have proceeded and processed the cancellation of your subscription. In addition, refunds of $299 each have been issued for the subscription charges made on May 31, 2025, and June 28, 2025, totaling $598. Please allow 510 business days for the funds to appear in your account, depending on your financial institution.
  
  I would also like to mention that a member of our support team reached out to you on July 1, 2025, in response to your email in an effort to address any outstanding concerns. However, we did not receive a follow-up from you at that time.
  
  We truly regret any confusion or inconvenience this may have caused. Should you have any further questions or require additional assistance, please do not hesitate to contact us. Were here to help.
  
  Warm regards,
  Head of Patient Experience 

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair 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 signed up for FuturHealth (OpenLoop) on Jan 20th 2025 and canceled my services the same day while on a call with their team. I have since been charged 5 times (total) in the amount of $137.71 USD. I have never received any services from FuturHealth or OpenLoop after Jan 20th, they have never sent me any medications or provided me any online services. The call with their team on Jan 20th indicated to me that no further action was required to cancel my services with this company.

  Business Response

  Date: 06/30/2025

  Hi *******,

  I hope this message finds you well.
  After reviewing your account, I noticed you initially enrolled in a monthly subscription on January 20, 2025, with a charge of $131.71. While it appears the service was no longer actively used, a formal cancellation request was not submitted, which is why the subscription continued to renew through May 2025.

  As a reminder, cancellations and refund requests must be submitted through ************************************************ However, to assist you, Ive gone ahead and processed a full refund of $658.55, covering the following monthly charges:

  January 20, 2025 $131.71 (Refunded 6/30/25)
  February 20, 2025 $131.71 (Refunded 6/30/25)
  March 20, 2025 $131.71 (Refunded 6/30/25)
  April 20, 2025 $131.71 (Refunded 6/30/25)
  May 20, 2025 $131.71 (Refunded 6/30/25)
  Total Refunded: $658.55

  Your subscription has now been fully canceled, and no further charges will be made to your account. Please allow ********************************************** your bank account, depending on your financial institutions processing time.
  We sincerely apologize for any inconvenience this may have caused and truly appreciate your patience as we worked to resolve this for you. If you have any further questions or need assistance, please dont hesitate to reach out.

  Warm regards,
  Head of Patient Experience

• Initial Complaint

  Date:06/27/2025

  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 have already sent in a complaint once about OpenLoop health charging my husbands debit card ******* and in have yet to hear from anyone. Please someone contact us directly we can get this situation resolved. I have been trying to get in touch with someone since Nov/Dec. I even have emails with correspondence with someone involved in this company. He talked with a doctor and got shots in September of last year. He has not talked to another doctor, nor has he received any more shots. He keeps getting a reoccurring charge each month for ******. And in October, November snd December a charge of ******. And you cant get in touch with anyone!!!!!! We need this resolved like yesterday!!!

  Business Response

  Date: 06/30/2025

  Hi Ronda,
  
  I hope this message finds you well.
  Thank you for reaching out and bringing your concern to our attention. After reviewing our system, I was unable to locate an account with the information provided.
  To help us assist you more efficiently and resolve this matter as quickly as possible, could you kindly provide any additional details that may be associated with your account—such as an your husbands' name, email address?
  
  We truly appreciate your patience and look forward to helping you get this sorted out promptly.
  
  Warm regards,

  Head of Patient Experience 
  
  

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23525890
  
  
  
  I am not rejecting their  response, I am providing more details.  
  

  husband/patient:  William N Chrisenberry, Jr 

  email is one of the 2 

  [email protected] or [email protected] 

  birthdate January 5, 1972

  Ordered on 9/11 paid 326.70

  talked to dr same day 229.00

  Only time to talk to Dr and only time received product.  And have been charged every month since then plus 2 more dr visits.  

  
  
  
  
  Sincerely,
  
  
  
  Ronda Chrisenberry

  Business Response

  Date: 07/01/2025

  Hi William,
  
  I hope this message finds you well.
  Thank you for providing the requested information. After thoroughly reviewing your account, I see that you enrolled in a monthly subscription on September 11, 2024, and successfully completed your initial weight management intake. It also appears there was a duplicate sign-up, which may have contributed to confusion.
  
  You completed a video visit with one of our providers, and medication was prescribed and delivered to you on September 17, 2024. While the service was not actively used beyond the initial visit, we did not receive a formal cancellation request, which is why the subscription continued to renew and charge monthly.
  
  Here is a summary of the transactions associated with your account, all of which have now been refunded:
  Refunded Transactions:
  
  9/11/2024: $229.00 – Initial subscription payment and meds delivered.
  
  
  9/11/2024: $326.70 – Refunded 7/1/2025 (duplicate charge)
  
  
  10/10/2024: $229.00 – Refunded 7/1/2025
  
  
  11/6/2024: $229.00 – Refunded 7/1/2025
  
  
  12/11/2024: $326.70 – Refunded 7/1/2025
  
  
  3/11/2025: $326.70 – Refunded 7/1/2025
  
  
  6/11/2025: $326.70 – Refunded 7/1/2025
  
  
  Your subscription has been fully canceled, and no further charges will be made. Please allow 5–10 business days for the refunded amounts to reflect in your account, depending on your financial institution.
  We sincerely apologize for any confusion or inconvenience this may have caused and truly appreciate your patience as we worked to resolve it. If you have any further questions or need assistance, please don’t hesitate to reach out.
  
  Warm regards,
  Head of Patient Experience.
  
  

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23525890, and find that this resolution is satisfactory to me.
  
  
  
  Thank you very much for resolving this issue.  Just a suggestion, I see you have a lot of these complaints on your BBB.  May want to make adjustments for clearer instructions when someone orders products.  Your products did exactly what was needed and I did not mind paying the charge for these, but  it is hard getting in touch with you and the only reason I was able to was through BBB.  Just a suggestion and thank you again for your prompt response .  
  
  
  Sincerely,
  
  
  
  Ronda Chrisenberry

• Initial Complaint

  Date:06/27/2025

  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've been charged 1399 n May and June I haven't authorizd nor recieved anything

  Business Response

  Date: 07/01/2025

  Hello ********,
  
  I hope this message finds you well. I am writing to follow up regarding your recent concerns about your G-Plans subscription.
  
  Our records show that you began your subscription with G-Plans on May 5, 2025, for ********. A consultation with a provider was completed on May 22, 2025, and the medication was ordered following that consultation. You received the order number #******* on the same day, and a tracking number (************) was generated on May 27, 2025, for shipment.
  
  At this time, your G-Plans account has been canceled as requested. Additionally, a refund has been processed for the payment made on June 2, 2025, in the amount of $1,399. This refund was issued due to the fact, you did not receive the medication and the provider consultation was not completed.
  
  Please note that G-Plans subscriptions automatically renew each billing cycle until a cancellation request is submitted. This is the reason the charge was incurred.
  I hope this has answered all of your questions and concerns. If you need any further assistance, please dont hesitate to contact our support team at ************. We're happy to help.
  
  Thank you again for your time and understanding.
  Head of Patient Experience 
  
  

• Initial Complaint

  Date:06/26/2025

  Type:Order 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 signed up for a monthly prescription from OpenLoop Health. After meeting with the doctor, I was not eligible to get the prescription. I was somehow signed up for two prescriptions and OpenLoopHealth continued to charge me monthly. In May, they acknowledged the mistake and said they would reimburse me in 5-10 business days. I never got the reimbursement, and contacted them a few weeks later. They once again said I would be reimbursed in 5-10 business days and that has not happened (today was the 10th business day). I have email records and payment receipts if needed.

  Business Response

  Date: 06/30/2025

  Hello ****,
  
  I hope this message finds you well.
  
  I have carefully reviewed your account and would like to provide the following information.
  Our records indicate that a single payment of $230 was processed on January 15, 2025 for My Start Health. A full refund for this amount was issued on January 17, 2025, and your account was canceled accordingly.
  
  To assist in resolving this matter, could you please confirm whether anyone else may have created an account using the same card you used for your purchase? If so, it's possible their account was not canceled and may be related to your concerns.
  To continue communication and allow us to further investigate and resolve this issue, please kindly deny this response through the BBB portal. This will reopen the case and enable ongoing correspondence.
  
  We are committed to addressing your concerns and appreciate your cooperation.
  

  Kind regards,
  Head of Patient Experience 
  

  
  

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23520025
  
  I am rejecting this response because:
  
  I believe the two subscriptions that were being charged were possibly under my husbands name- ***** *******. Please see previously attached correspondence where your team found the history of charges and confirmed we were owed a refund. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 07/11/2025

  Hello ****,
  
  Thank you for forwarding your concerns, and please accept our sincere apologies for the delayed response.
  
  After a thorough review, we located your husband's accounts and discovered that two separate accounts had been created, which inadvertently led to the recurring charges.
  
  We sincerely regret any confusion or inconvenience this may have caused.
  
  Please note that both accounts have now been fully canceled, and no further charges will be applied.
  Following our review, a total of $2,880.00 has been successfully refunded to the payment methods associated with the accounts, specifically to the cards ending in 6013 and 7823.
  
  We truly appreciate your patience and understanding as we worked to resolve this matter. Should you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Warm regards,
  Head of Patient Experience 

  Customer Answer

  Date: 07/14/2025

   
  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

  Date:06/26/2025

  Type:Product 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.

  June 13 I was billed $349 for weight loss subscription and am unable to contact them to cancel and never received the medication for that month. I would like a refund and to be cancelled for further billing.

  Business Response

  Date: 06/30/2025

  Hello *******,
  
  Thank you for reaching out, and I appreciate the opportunity to address your concerns.
  
  Our records show that your subscription with Get Thin began on December 2, 2024, and remained active on a monthly basis through May 7, 2025. Please note that a formal cancellation request is required in order to terminate the subscription and prevent further charges. This can be done by contacting our patient support team at ************, a number which is also listed on our website for your convenience.
  
  Although a formal cancellation was not submitted prior to the most recent charge, I have proceeded and processed the cancellation of your subscription in full. Additionally, a refund of $349 has been issued for the charge made on June 12, 2025. Please allow ************************************************* your account, depending on your financial institution.
  
  We sincerely apologize for any confusion or inconvenience this may have caused. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Kind regards,
  Head of Patient Experience

• Initial Complaint

  Date:06/25/2025

  Type:Customer Service 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 started with MedVi / OpenLoop on semiglutide since April. I have requested a medical of necessity letter from them to get reimbursed via my health spending account and they will not send it to me. Customer support goes into circles. It is now June 24th

  Business Response

  Date: 06/26/2025

  Hi *******,

  I hope this message finds you well. Thank you for reaching out and sharing your concernswe sincerely apologize for any miscommunication you may have experienced regarding your request for a letter of medical necessity.
  I want to confirm that your letter was completed on June 24, 2025, and Ive just emailed a copy to the email address we have on file. Please take a moment to check your inbox and confirm that youve received it.
  Again, we apologize for the delay, and if theres anything else you need, dont hesitate to let us know. Were here to support you.

  Warm regards,

  Head of Patient Experience

• Initial Complaint

  Date:06/19/2025

  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 never received a product or service

  Business Response

  Date: 06/20/2025

  Hello Faye,
  
  I hope this message finds you well.
  
  After reviewing your account, I noted that you initially enrolled in a monthly subscription for FuturHealth on November 11, 2024. While it appears the service was not actively used beyond the initial enrollment, we did not receive a formal cancellation request. As a result, the subscription continued to renew and charge monthly through June 2025.
  
  Please note, as outlined in the subscription terms, all cancellations and refund requests must be submitted directly through the FuturHealth Billing Department. OpenLoop manages billing on behalf of FuturHealth and relies on those formal requests to process account changes. The Billing Department can be reached at (831) 900-4723.
  I sincerely apologize for any inconvenience this may have caused. As a resolution, a full refund in the amount of $273.00 has been issued, covering charges from October through May. Additionally, I see that a refund of $39 was already processed for June. Please allow 5–10 business days for the funds to appear in your account, depending on your financial institution.
  
  Your subscription has now been officially canceled, and no further charges will occur.
  
  We regret any frustration this may have caused and truly appreciate your patience and understanding as we worked to resolve the matter. If you have any further questions or need assistance, please don’t hesitate to reach out.
  
  Warm regards,
  Head of Patient Experience