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:12/27/2023

  Type:Sales and Advertising 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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/06/2023

  Type:Order 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.

  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

  Date: 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

  Date:10/30/2023

  Type:Product 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.

  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

  Date: 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,
  ***** ********* 
  **** ** ******** ********** *** **********

• Initial Complaint

  Date:09/25/2023

  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.

  I am filing this because I am the payor on my daughters account and have been the one primarily dealing with this company. On June 17th, 2023, my daughter's birth control pill subscription was transferred from ************* to Twentyeighthealth. Not because we wanted to but ************* was filing Chapter 11 bankruptcy (I believe this was the issue) and moved everyone. Great, no problem. They received all of our info. We gave them anything else that they needed. After saying they couldnt fill the prescription we all of the sudden got charged $68 and the pills arrived. Hmmm. Interesting but great, they figured it out. In July, we get a message from them saying I'm sorry, we dont have the information to fill your presciption. The ********* didnt give us that info. Huh? You filled it last month, I dont understand. Again, out of the blue they charge my card and the pills show up. Great, I guess they figured it out again. August comes and same thing. We get a message stating the pill club didnt give them all of the info and they cant fill it. At this point I had had enough. I asked that they cancel and we found another company. They did not cancel and lo and behold my card is charged $68 and the pills show up along with her pills from the new company. Ugh! I again send a message to cancel. Also, you cant speak to an actual person at this company. You are asked to email and then you receive an automated response that has nothing to do with the actual email. You are asked to call a number to which an answering machine will only pick up asking you to text the same number. You can leave a message but you will never get a phone call back. You can chat online and they will talk to you until you say cancel and then there is never another response. Starting in august I used all of these avenues to cancel. I receive an email this morning that my card has been charged $68 and a shipment is on its way from them. I'm at a loss and dont know what else to do. Please help.

  Business Response

  Date: 09/27/2023

  Hi ******,

  I understand your frustration! I sincerely apologize for any confusion this transition may have caused you. I have notified our engineering team to investigate your account to see why you were receiving automated emails that we are unable to process your prescription. We are currently working on expanding our services to your state. This means our pharmacy partner is able to process your prescription written by ************** but our physician partners are unable to make any changes to the current prescription. The account has been canceled with us and a refund has been issued for your most recent charge. 

  Thank you for providing the feedback so we can improve and ensure we are delivering on our mission to empower individuals with trusted information, affordable access and convenience for their reproductive & sexual health. 

  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 Answer

  Date: 10/02/2023

  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

  Date:09/25/2023

  Type:Sales and Advertising 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 attempted to update my name and email address after SimpleHealth was acquired by TwentyEight Health (I had gotten married and changed my last name during this time.) There was no such option to do this through the website so I simply made a new account since I also had new insurance. On 7/12/23 TwentyEight Health emailed me letting me know that they have two accounts associated with me and that they will be consolidating this to use my old name and old email address. I had asked them to please use my new information and they told me to email them from my old email address since this the change already went into effect and they cannot take requests from email addresses that are not associated with my account. I became frustrated and asked them to delete all of my information from their system on 9/21/23. I received an email back saying that they will be able to do that in 5-7 business days. Instead, my information was updated to my new name and new email address and I was charged $26 for an annual subscription.

  Business Response

  Date: 09/27/2023

  Hi ******,
  
  I understand your frustration here! Due to HIPAA guidelines, we require our team to only make changes to accounts when the associated email address or phone number contacts us. This is not the level of service we want to provide to our users and I deeply regret that we did not meet your expectations. I can confirm your account information has been deleted from our platforms and you have been refunded for the $26 evaluation fee. 
  
  Thank you for providing the feedback so we can improve and ensure we are delivering on our mission to empower individuals with trusted information, affordable access and convenience for their reproductive & sexual health. 
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team. 
  
  Kind regards,
  ***** ********* 
  **** ** ******** ********** *** **********
  
  

  Customer Answer

  Date: 09/29/2023

  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

  Date:09/15/2023

  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 was automatically switched over from SimpleHealth. First off, every prescription has a $26 fee unlike SimpleHealth which charged ONE fee for the year. I only found this out after they charged me. I was able to get one of the fees refunded. Second, the notification they sent for one of the medications said that there was a $0 copay, but of course I actually was charged a copay.I wrote in to their messaging center multiple times about the length of time it's taking to get a prescription validated and sent out. When I received my prescriptions, they were wrong (one was a generic replacement that I did not authorize and showed ************ and the other was the wrong amount and showed ************ left). Once the prescriptions were finally delivered, I then got an email saying that my account has been paused because they haven't heard from me. I tried to go back into my account and everything is blank now. I haven't heard back in over a week.

  Business Response

  Date: 09/19/2023

  Hi ********,

  I completely understand your frustration here. The $26 renewal fee covers the doctor's **** to review your information, prescribe a new year of medication for you (if eligible), and access unlimited messaging with your provider. It is similar to the copay you'd typically pay for annual visits in person. I sincerely apologize for any confusion this may have caused you.

  Our records indicate that you have been in contact with one of our team representatives on 9/18/2023 to directly address all of your concerns. If you have any additional questions, please do not hesitate to reach out to our customer support team. 

  Kind regards,
  *****
  

  
  

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and althought their response here is completely irrelevant to the fact that it takes weeks for them to respond and to fix accounts, I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *
  
  
  
   
  
  

• Initial Complaint

  Date:07/25/2023

  Type:Customer Service 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.

  First was charged for ***** birth control renewal March 2, 2023 for $45. I had moved from ************** to ** in January, so I had changed my address and my insurance information and sent "customer service" a message asking if everything was updated before my medication was shipped. I received a response saying they updated my information and everything was good. Then June 19 I was charged again for $26 because they said there was some issue with my prescription. After being charged, again, I was told everything was good and to expect tracking information soon. Another couple of weeks went by, and I receive a notification on July 5 that my order was delivered...... 700 + miles away at my OLD ADDRESS. I reached out to the "customer service" team again and have been getting nothing but what seems like automated messages. They told me that my insurance won't allow another fill of medication. This was THEIR fault and now someone in ** has my personal information and my prescription. I want a refund of the total of $71 I was charged and I want ALL of my personal information erased. I have screen shots of all the conversations with Twentyeight Health.

  Business Response

  Date: 08/10/2023

  Hi *******,

  I completely understand your frustration here. We have identified that SimpleHealth transferred over incorrect data for some clients and it sounds like this may be what happened in your case. Our pharmacy partner was notified of the delivery address error and they are investigating what occurred on their end. Our records indicate that your replacement packs have been successfully delivered to your current address on 7/28/2023. We have canceled your account with us per your request.
  
  If you have any additional questions, please do not hesitate to reach out to our customer support team directly. 
  
  Kind regards,
  ***** ************ ****
  

  
  

  Customer Answer

  Date: 08/11/2023

  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 want my money back. 

   

   

   

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

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

  Customer Answer

  Date: 08/31/2023

  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]

  My information is not deleted ** Im still receiving emails and I want the $45 that was charged to my bank in March refunded too. 

   

   

   

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

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

  Business Response

  Date: 09/06/2023

  Hi *******,

  Twentyeight Health started providing care for SimpleHealth patients as of April 12th, 2023. We do not have access to any of their systems and do not have insight or control over any charges from prior to that date. Therefore, we will not be able to honor your refund request from March as you were not charged by Twentyeight. You would need to request this from SimpleHealth directly. 

  Confirming we have removed your information from our platforms and you should no longer receive any emails from us.

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

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

  
  

• Initial Complaint

  Date:07/14/2023

  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 am writing to file a formal complaint against twentyeight health regarding the numerous issues and inadequate service I experienced with my recent birth control order. My previous provider ceased operations and I was referred to twentyeight health as an alternative. I contacted them on May 31, **************************************************************************** exchange for a $26 doctor evaluation fee. I was assured that my prescription would be shipped within 3-5 business days. On June 16, 2023, I contacted customer service after receiving notice my prescription was approved. I specifically inquired whether I would receive Junel FE, not a generic version. Their representative confirmed that I would indeed receive Junel FE, providing reassurance. On June 17, I received email notification stating my order had shipped. However, despite the expected delivery time, I did not receive my order. On July 5, I contacted twentyeight health in a state of panic, urgently seeking an update as the significant delay had surpassed the promised 3-5 business days, leaving me without birth control. On July 7, they responded via email, informing me my order had actually shipped on that day. Finally, on July 12, I received the package. To my dismay, the 12-month supply of birth control was incorrect, as it consisted of generic versions despite my explicit confirmation with their customer service representative that I would receive Junel FE. Moreover, the significant shipping delay has caused a disruption in my regular schedule and compromised my ability to maintain proper contraceptive measures. I encountered significant difficulty contacting their customer service for assistance. The phone line doesn't take calls, leaving me unable to address my concerns promptly. I request a prompt resolution, which includes providing the correct birth control as initially confirmed, improving customer service accessibility, and implementing measures to prevent future such errors.

  Business Response

  Date: 07/26/2023

  Hi ********,  

  I completely understand your frustration here. Im very sorry for the delays you experienced, were working diligently to rectify this. Thank you for reaching out directly to us, and I see that a representative was able to get in touch with you on 7/13 to confirm that were covering the cost of replacing your medication. 

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

  Kind regards,
  ***** (co-founder, CEO)
  

  
  

• Initial Complaint

  Date:07/06/2023

  Type:Product 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.

  *** tried multiple times to contact them. They charged my card several months back but I never received my medication. I was without birth control that I paid for, for 3 months and I repeatedly tried to ask for a refund and never got any word back. when they charged my card again, I received my birth control. Although by now I was just tired of their services so I tried to cancel my subscription a week ago and have had again no response. I also cant cancel or delete my payment info from their website without talking to a rep, Which takes way too long (1 whole week, if not more or ever) they are no longer authorized to charge my bank as I deactivated the card they have on file.

  Business Response

  Date: 07/26/2023

  Hi *****,

  I completely understand your frustration here. Twentyeight Health only began servicing former SimpleHealth users beginning on April 12, Im sorry to hear that your previous refill with SimpleHealth didnt reach you before the transition and that you didnt hear back from them as they were winding down operations.

  I can confirm your account was canceled as requested on 7/6 and you will not receive any future charges from Twentyeight Health.  

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

  Kind regards,
  ***** (co-founder, CEO)
  

  
  

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising 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 was a subscribed to ************* for about 6 years for prescription birth control, but with the company dissolving I was referred to Twentyeight Health directly from the former. I set up my account online as soon as I was notified about the change, about a month ago, and uploaded pictures of my Tricare dependent ID that serves as my insurance card. Approximately a week later I was notified by Twentyeight Health to manually input my insurance information, specifically to provide my sponsor's social security number in place of my "Member ID" to verify my Tricare coverage through my dashboard, in order to be seen virtually by a doctor for my birth control prescription. On said page there were several required sections that were unknown to me and not readily available on my dependent/Tricare ID card, such as RxBIN. I proceeded to text and email the addresses listed on their website in hopes of figuring out where I could find that information and input it so I could proceed to obtaining my prescription, but instead I kept receiving the same email as before telling me to manually input my sponsor's SSN. After many unanswered questions on my end, I researched the things I needed and input them to the best of my ability into their system. Even after giving the information they asked me for I continued to ONLY receive the email asking me to put my sponsor's SSN in. About a dozen emails and texts were sent to the company letting them know I had completed what they asked and instead of confirming or asking for more information I continued to receive the same email over and over again. Last week I received an email from them saying my account would be paused until providing the information I had already given, so I sent more emails and texts referring to my completion. Today I received an email stating my account was paused. Now I'm afraid I have to start the **************** again with another company in order to receive the prescription I've had for 6 years.

  Business Response

  Date: 07/26/2023

  Hi ******,

  I completely understand your frustration here. Im very sorry for the delays you experienced, were working diligently to rectify this. Because our pharmacy partner is having trouble processing your insurance, our team is reaching out to you with other options, such as picking up your prescription at your local pharmacy or applying for a year of free birth control.  

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

  Kind regards,
  ***** (co-founder, CEO)