ComplaintsforTwentyeight Health, Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was transferred to this company by ************** who is no longer in business. I use this company to get my birth control. They are suppose to deliver my birth control to my house and back in February of 2024, they claimed their pharmacy that they use is doing an update to their system so they are not able to send my delivery. They give me the option to pick up my birth control from the local pharmacy which I do. It is now May and I need a refill. My delivery is supposed to be here Friday, May 3rd and theres no update on a delivery. So I speak to a representative again, and they tell me the same exact thing they told me in February. I request the birth control to be sent to my local pharmacy and then request it just be sent there from now on. The representative helping me has no longer responded to any of my messages and leaves me on seen. My pharmacy isnt refilling my prescription as they need the doctor to accept the request for a refill. I told them this, and theyve still yet to respond. This is my medication they are s******* with and I cant get a response from anyone. They dont answer phone calls or texts so you can basically only message them through their website, which they dont even answer half the time anyways. Theyve started a price of $6.99 to now use their services but what am I paying for if I cant even get my medication, let alone a response from a representative.

  Business response

  05/10/2024

  Hi ******,
  
  Thank you for sharing your experience with us - I understand your frustration here. We understand the importance of convenience and accessibility when it comes to healthcare and we confirmed that your medication is available for pickup at your preferred pharmacy.
  
  I want to acknowledge that the response time from our team fell short of your expectations and we are truly sorry for any delay you encountered while seeking assistance. Youre correct that we dont accept phone calls, however our team is available by text, email, and chat through our website. Our typical response time is one business day.  
   
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********
  

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It all started on January 25 when Twentyeight health decided to process my prescription through their pharmacy even though I dont get my prescription delivered through their pharmacy I always request to have my prescription sent to my local pharmacy. So they said I have 24 hours to contact them and I did, but they still proceeded to change the brand of the medication on my profile. So I go through the trouble of contacting them and everything and its like talking to a robot the person Im speaking to really isnt helping me. Your pharmacy and your company are very negligent When it comes to recordkeeping. Fast forward to April ************************************************* So I contact the company and I say that I need a refill. They try to scam me by giving me these two options. Pay $18 out of pocket in order to receive my birth control or pay $26 for a new consultation to get a new script. Mind you they change my script even though I told them not to. The reason why they decide to change my script is because their pharmacy which was never supposed to run my script, said that it kept coming back as, not covered. Which I know is a full proof lie because I work in a pharmacy. It most likely came back as too early because it was too early to refill. I tried explaining that multiple times no one listened. Now you guys are trying to more money out of me? Why should I pay for your negligence when I told you not to change my prescription and you still did it. I have screenshots of all the conversations and I will be giving them. The stress that this has caused me is crazy. Im someone who suffers from anxiety this is too much just for birth control. I understand that you need to make a profit, but this is disgusting. What I want is a refill for my nuvaring That is it. Not you guys trying to scam me out of money. Also added is proof that my prescription is zero dollars and that you guys are just money hungry. This is disgusting, especially as a college student.

  Business response

  05/01/2024

  Hi ******,

  Thank you for taking the time to share your experience with us. I completely understand your frustration. One of our associate managers has responded to you separately regarding your account.
  
  I want to acknowledge that the responses from our team fell short of your expectations and we are truly sorry for any delay and frustration you encountered while seeking assistance. Our commitment is to provide helpful and efficient customer service and we acknowledge that we did not meet that standard in your case.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** (She/Her) 
  Head of Customer Experience and Operation

  Customer response

  05/02/2024

  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

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Twentyeight Health automatically enrolled me in a subscription service without my consent. I've used the company to receive my birth control subscription for about a year after my former provider (Simple Health) closed and automatically transferred me to Twentyeight Health. When my account was transferred to them, i was charged a small annual fee and charges for my medication were billed via my health insurance. However, on 22 April, I received an email notifying me that Twentyeight Health was automatically enrolling me in a new subscription service that was $12.99 per month, and immediately began charging me for that service two days later on 24 April, without my consent. There is no method to opt out of this subscription in my account, and no immediate way to contact someone at Twentyeight Health without taking days to weeks to get a response.

  Business response

  05/01/2024

  Hi *******,
  
  Thank you for taking the time to express your concerns with us. I know this is a big change from our previous model, and really appreciate your feedback as we adapt. We believe this change will help us continue enhancing the quality of care we provide.
  
  Our commitment is to provide prompt and efficient customer service and we received your request on 4/24/24 to opt for the basic plan and later to fully cancel your account. A team member responded for confirmation regarding your account status on 4/24/24. Your refund has been processed and it may take a few days for the funds to return to your account.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience and providing feedback to our team to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried now numerous times over the course of 5 months to cancel my subscription and get my account deleted with ********************** (all since November 2023). I have received assurances from multiple customer service people that my account was cancelled, yet continued to receive shipments of medication I do not need in the mail. This week, I was told by another customer service rep, after receiving yet another email with tracking information, that not only was my subscription cancelled, but my account has been deleted. Today, I see a charge in my bank account for a $6.99 subscription fee to 28H. I have no idea what else I can do to get my subscription cancelled and my entire account deleted. Every time I complain to them, they assure me that my account is cancelled, which it clearly is not. I have asked for documentation or an email from a manager confirming that my account is cancelled but have not received either, only emails from customer service reps confirming a cancellation. The only resolution I want is my account cancelled and deleted for good.

  Business response

  04/05/2024

  Hi ******,

  Thank you for taking the time to share your experience with us. One of our associate managers has reached out to you separately to provide confirmation regarding your account and refund.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********

  Customer response

  04/11/2024

  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

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After being transferred to Twentyeight Health from ************** I have received the wrong Rx every single month. Some months I dont even receive a prescription. Ive done the health assessment requested, provided insurance information, and attempted to contact them multiple times with no success. There is no communication from them, no one answering chats or messages, and no customer service number. Im hesitant to take the prescriptions I do receive because I am not sure if this is a legitimate business.

  Business response

  02/09/2024

  Hi ****,
  
  Thank you for taking the time to share your experience with us. I am sorry to hear that you have not been receiving the medication that you were expecting. One of our customer service team members has reached out to you separately to provide updated information on your requested prescription.
  
  I want to acknowledge that the response time from our team fell short of your expectations and we are truly sorry for any delay you encountered while seeking assistance. Our commitment is to provide prompt and efficient customer service and we acknowledge that we did not meet that standard in your case. 
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** (She/Her) 
  Head of Customer Experience and Operations
  

  Customer response

  02/13/2024

  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. Someone from customer service did end up contacting me via email after I filed this complaint. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered my monthly birth control and none was delivered. I can't get in to my account to track the shipment. I was double charged then refunded when I had to open a new account when it wouldn't accept my regular email address. I tried *********************************************** and it wouldn't work. There is no one to answer the phone. The live chat is AI and doesn't work well. And they don't respond to anything other then emails in 48 hours per their website. They bought my old company SimpleHealth and when I finally got a response from them they said my prescription had expired and I needed to pay *****. I already paid that three weeks ago. This is unacceptable customer service for womens ********************** care.

  Business response

  01/17/2024

  Hi ******,

  Thank you for taking the time to share your experience with us. I am sorry to hear that you have been having trouble with logging into your account and the prescription renewal process. One of our customer service team members has reached out to you separately to provide you with further details on the charges on your account, the renewal process and to provide assistance with logging into your account.

  I want to thank you for sharing the feedback and acknowledge that the response time from our team fell short of your expectations and we are truly sorry for any delay you encountered while seeking assistance. Our commitment is to provide prompt and efficient customer service and we acknowledge that we did not meet that standard in your case.

  If you have any additional questions, please do not hesitate to reach out to our customer support team. 

  Kind regards,
  ***** (She/Her) 
  Head of Customer Experience and Operations

  Customer response

  01/19/2024

  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:

  [They refunded my money. But did not prevent the problem in time, due to a lack of customer service available. I am still taking my business elsewhere.  

   

   

   

   

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

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

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was switched over from pill club to twentyeight health when pill club shut down. They prescribe and ship birth control. I filled out all the necessary paper work and they wrote me a prescription and then told me they were sending my birth control and i received a package from them with NO birth control in it. After delaying another shipment for months they told me oh well we can send your prescription to your local pharmacy well my local pharmacy has informed me that i cannot get my birth control because twentyeight health has collected money from my insurance company for a prescription they never gave me. So i cant get my pills because its an early refill

  Business response

  01/17/2024

  Hi ****,
  
  Thank you for taking the time to share your experience with us. I sincerely apologize for the frustration that you have experienced during this transition. We were able to resolve this with our pharmacy partner and one of our customer service team members has reached out to you separately to provide you with next steps on your account and prescription.
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** ********* 
  Head of Customer Experience and Operations
  

  Customer response

  02/07/2024

  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:

  they offered a solution and said they corrected the issue which turned out to be a lie. my insurance still says they were charged for this medication and i cannot get my medication because of it. They have been dragging things out and lying and lying and lying. I am beyond frustrated
  

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

  Business response

  02/09/2024

  Hi ****,
  
  Thank you for taking the time to share your experience with us. I am sorry to hear that you have been having issues picking up your prescription at your local pharmacy. One of our customer service team members has reached out to you separately to provide updated information.
  
  We understand the importance of being able to pick up your prescriptions in a timely manner. If you are interested in continuing to pick up your prescription at your local pharmacy, please let our customer service team member know and they can assist you with transferring your prescription!
  
  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** ********* 
  Head of Customer Experience and Operations
  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My initial complaint to the BBB was on 9/15/23 and was resolved within a few days. I am back yet again. I received one of two of my prescriptions at the end of October 2023. I signed in to my portal and noticed that the other script had a delivery date of 11/1/23. On 11/8/23 the other script was delivered. I signed into my account a week ago and saw that I had no active prescriptions AGAIN, but of course my payment information was still there. I don't understand why my prescriptions keep getting cancelled. I don't understand why no one in customer service responds in a prompt manner. I don't understand why I paid for a service that I am obviously not getting.

  Business response

  01/04/2024

  Hi ********,

  I am so sorry to hear that you have not received your deliveries as expected. Our records indicate that we were pending your approval for your copay cost and since we did not receive it, we paused your order in the meantime. One of our customer service team members has reached out to you separately for further information.

  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for you and all of our customers moving forward.

  We hope you will give us another opportunity to get it right, but if not we understand. Simply respond to our email and let me know you would like to cancel your account and we can transfer the remaining refills on your prescription to your local pharmacy. 

  If you have any additional questions, please do not hesitate to reach out to our customer support team.

  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********

  Customer response

  01/12/2024

  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]

  I never received a request for approval of that copay. I messaged TwentyEight Health on 11/9/23 inquiring about this medication and was not told about a separate approval that was needed. On top of that, this is a copay and medication that you have charged me for in the past without getting special approval. My payment and insurance information are saved in my profile for this exact reason.

  ********, who has been working with me was very helpful. She was able to transfer my prescription to an online pharmacy. She was great to work with but again, I had to complain to the BBB to get an answer. I am thankful that she was able to transfer my prescription - this shouldn't be considered a resolution, just an admission that this company is dropping the ball. 

  I would have loved to give this company another chance because I know things can happen, but this response that I received, blaming me for the delivery mess up was too much.

   

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

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

• Initial Complaint

  12/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Few years ago, I used Simple Health for their services. I cancelled their services as they were not up to par. Twentyeight Health claims they got my information from Simple Health and is now harassing me. They keep sending constant emails even after I unsubscribe. Earlier today, they sent a text message about their products. I never signed up for Twentyeight Health's communication. Doesn't this count as harassment at this point? I already have an IUD. I don't need additional birth control.

  Business response

  12/07/2023

  Hi ****

  Thank you for reaching out to us at Twentyeight Health with your concerns about being contacted regarding your care. SimpleHealth and its physician practices entered into an agreement with Twentyeight Health that included a secure, confidential, and legally compliant transfer of information including your contact information to Twentyeight Health under a Business Associate Agreement. We will maintain those records for the requisite period under state and federal law.

  We recognize that some individuals, like yourself, do not want Twentyeight Health to participate in their healthcare. Please accept our sincerest apologies for any inconvenience or frustration this may have caused you. We understand that you have received emails and text messages from us that you found intrusive and we have removed your email from our mailing list. To opt out of text messages, please respond to the text with STOP and your phone number will be removed from our platform.

  Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for all of our customers moving forward.
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 

  Kind regards,
  ***** (She/Her) 
  Head of Customer Experience and Operations

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complete and total medical negligence. Sent out incorrect medication- negative side effects. **************** just stops responding- no one cares.I received the wrong birth control. My insurance only covers 1 pack of birth control per month. I contacted them letting them know that I was anemic and needed the correct medication sent out ASAP since I was bleeding every day on the medication they sent me. I let them know my insurance only covers one pack and asked them not to run it through insurance.They ran the correct pack through insurance and of course insurance denied it since it was too early. It should have been sent out free of charge since it was their mistake not mine or my insurances. Of course once I said that they stopped responding- all they care about is $$.I have been contacting customer service for 10+ days now and everyone just ends up ignoring me. We will forward this to our pharmacy partner, Your case has been answered in another thread (no response in any other thread, or just stops responding. No solution, no correct medication, and Im bleeding every single day. I have been hospitalized now for anemia- I am sick and now have hospital bills piling up due to 28Healths negligence.

  Business response

  11/16/2023

  Hi ******,

  We deeply regret that you did not receive the medication that you expected. Our records indicate that your insurance does not cover the specific requested brand (or medically equivalent generic alternatives) through our pharmacy partner. We understand the frustration and confusion this may have caused you and I want to extend my sincerest apologies.
  
  I also want to thank you for sharing the feedback and acknowledge that the response time from our team fell short of your expectations and we are truly sorry for any delay you encountered while seeking assistance. Our commitment is to provide prompt and efficient customer service and we acknowledge that we did not meet that standard in your case.
  
  I completely understand your frustration and can confirm we have canceled your account, per your request. Our mission is to empower individuals with trusted information, affordable access and convenience for their reproductive and sexual health. As such, we are committed to learning from this experience to make sure we create a seamless experience for all of our customers moving forward. 
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** *********  **** ** ******** ********** *** **********

*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. ↩