ComplaintsforBlink Health LLC

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Added an unauthorized subscription fee to my December order. The fee is greater than the medication itself.

  

  Business response

  01/16/2024

  Hello *******, 

  Our subscription membership helps you get the right clinical option and appropriate medication, automatically delivered to your door every month with a monthly subscription fee.

   Your subscription includes:
  * Free shipping and automatic refills of your prescription medication
  * Access to board-certified prescribers over secure online chat, every day
  * Easy online prescription renewals at no additional cost
  
  Our records indicate that you've utilized our Subscription feature for a few months now prior to your complaint. I can confirm the charge in question has been the same price charged to the payment method for several months now to provide access to the Subscription features.

  At this time you are no longer enrolled in the subscription membership, if you still have fills on your prescription, you can place an order at your own accord.

  As a courtesy, I've applied a $10 coupon to your account to use towards any future medication purchase's. Please note, the coupon can not be applied to any tele-health visits, only medication purchased outside of the subscription enrollment. 

  I hope this helps, please feel free to reach out to our dedicated patient support team at *************************************** or you can contact us at ************. We are open Monday-Friday EST time from 8am-4pm and Saturday from 9am-5pm EST time. 

  Thank you.
  

  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Husband medication and went through the process of seeing one of their providers to get a prescription. The website says the prescription was sent to Blink Health. However, when checking the order status it says waiting for prescription. Tried contacting the company through email twice and have gotten no response. Card has been charged for the medication and nothing has been received. The company ignores any questions.

  

  Business response

  01/16/2024

  Hello ****,

  We want to deeply apologize for the delay in our response concerning your husband's experience.  

  We've investigated the issue and have corrected the matter at this time. Outreach will be made to your husband concerning his consultation experience. 

  We hope that every customer is satisfied with his or her interaction with Blink and has a positive experience. As a way to show our appreciation for using our services, we've applied a $10 coupon to your husbands account to use towards his next purchase.
  
  We apologize again for your experience.  

  Thank you.
  

  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my auto-refill of a prescription I have because they send me one every month and now I have way too many. I cancelled it last month through my account online. I received an email today saying they need further details from my doctor to proceed with my recent order. I did not place an order, and I didnt authorize an order. I tried calling them, but the number they have listed on their app and the number they send me via text when I have placed previous orders are out of service. I finally found one that works, but Ive been on hold waiting to speak to someone for *********************************************************************************************************************** like something to be done about this, and for Blink Health to contact me. They should not be permitted to unilaterally decide to place an order on my behalf without my consent and authorization. Also, Im not sure why they are even reaching out to my doctor. Even if I did place an order, my prescription is valid, and I have 3 refills remaining. This is really shady. I shouldnt have to waste this much of my time because of their mistake.

  

  Business response

  01/24/2024

  Hello *******,

  Thank you for reaching out.
  
  Our Support team has investigated this matter and has concluded that the email sent to you was in error and no medication was shipped without your authorization. 
  

  Additionally, our Technical Support team has confirmed that the number listed on our Blink app as well as the number listed on our text message notification are operational.
  

  As we attempt to get to every customer as quickly as possible, some customers may experience higher than normal wait times due to high call volume.
  

  We want to deeply apologize that you did not have a positive experience with Blink. In the case that does not happen, which we understand will happen from time-to-time, we want to learn from those experiences to improve the customer experience for all future customers.
  

  We appreciate your feedback, and hope that we can service you in the future.

  Thank you.
  

  
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I suspect my account has been hacked. I have not used BlinkRx for many years and now I am getting notices that they will be shipping/billing for meds (no med name specificied) When I try to call them, the call immediately disconnects. In order to contact by email, they want my account number - I don't have that and it is not shown anywhere on my online account with them

  

  Business response

  01/11/2024

  Hello ****,
  
  We value all customer feedback, both negative and positive.
  
  We apologize for the email received! 
  
  Our messaging system sent you the described email in error, and we ask that you kindly disregard.
  
  During the period when this email was sent to you, we can assure you that your personal information was secure within our system. 
  
  We apologize for any inconvenience this may have caused.  I can confirm your account has been deactivated and your email has been removed from receiving any notifications to prevent future reoccurrence. 
  
  At BlinkHeatlh, we constantly strive to improve our services and provide the best possible experience for our valued patients. 
  
  We appreciate you taking the time to resolve this matter with us.
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Blink Health advertised to me three free products and provided a receipt and promise of fulfillment orders of those 3 products at a cost of $0.00 (proof attached). However, only one product arrived. When I called to inquire about the two missing products, the Blink customer service representative informed me Blink was "not likely" to honor their offer of three of free products and I would need to pay $60 each ($120 total) to have them sent. This appears to be false, misleading and deceptive advertising and I respectfully request Blink honor its commitment and send the remaining two items, gratis, as they promised. Thank you.

  

  Business response

  01/18/2024

  Hello ********,
  
  We appreciate that you brought this to our attention. 
  
  The assistance program we offer for financial support only provides 2 fills of the medication at a $0 cost.
  
  We will be honoring the eligibility criteria that you've been approved for on your 2nd refill.
  
  Our dedicated ************************** has attempted to reach you by phone, but they were unsuccessful in reaching you. We would like to place an order on your behalf for the medication, so weve sent an email to you awaiting your response. 

  Once the order is placed and has been shipped, you will receive a text/email notification of your order status. 

  Please note, the price is subject to change for future refills and will no longer fall under the eligibility criteria to be received at a $0 cost. 

  Thank you for your feedback and we apologize for your experience. 
  

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sent medication that had been tampered with and was unsealed. I called customer service and was told that my situation would be escalated and someone would follow up in ***** hours. Nobody followed up. I called again and was told I was being transferred to a pharmacist only to find myself leaving a voicemail message. Nobody has responded to my message. It is unacceptable to provide medications in this condition. I want my prescription replaced and I would like the replacement to be sealed as all medications should be.

  Customer response

  11/29/2023

  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

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have signed up for a prescription from the provider based on $10 per month, the provider charged me the 1st month $10 as agreed, and the next month the provider charged me $90.90 instead of the $10.00

  

  Business response

  07/24/2023

  Hello,

  We appreciate that you brought this to our attention. We value all customer feedback, both negative and positive. Our subscriptions help you get the right clinical option and appropriate medication, automatically delivered to your door every month.
  
  Our services provide free shipping and automatic refills of your prescription medication, access to board-certified prescribers over secure online chat, every day and easy online prescription renewals at no additional cost.
  
  Customers are able to enroll using our first month's promo for as low as $10 for your first month. After that, a subscription to online doctor visits is $9.95/ per month, plus the cost of medication which is billed separately.
  
  Here's an example of how the subscription structure after the first month $10 promo
  
  $9.95 (monthly subscription) + $8.95 medication, 10 tablets, 20 mg) = $18.90/month (The price of your medication is based on the doctors prescribed quantity and dosage.)
  
  We apologize for the confusion this has caused. Upon reviewing your account, I can confirm your subscription membership is canceled.
  
  If you still have refills on your prescription, you can place an order at your own accord and choose to use our ********************* or you may select to fill your medication at your local pharmacy.
  
  Thank you.
  

  
  

  Customer response

  07/24/2023

  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]

   The business did not make it clear for the monthly cost of the medication, their website is designed in a way that gives the impression that I will be charged only $10 per month. The Business never mentioned the exact amount that they will charge my credit card.

   

   

   

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

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

  

  Business response

  10/25/2023

  We appreciate that you brought this to our attention. We value all customer feedback, both negative and positive. Our subscriptions help you get the right clinical option and appropriate medication, automatically delivered to your door every month.

  
  Our services provide free shipping and automatic refills of your prescription medication, access to board-certified prescribers over secure online chat, every day and easy online prescription renewals at no additional cost.
  
  Customers are able to enroll using our first month's promo for as low as $10 for your first month. After that, a subscription to online doctor visits is $9.95/ per month, plus the cost of medication which is billed separately.
  
  Here's an example of how the subscription structure after the first month $10 promo
  
  $9.95 (monthly subscription) + $8.95 medication, 10 tablets, 20 mg) = $18.90/month (The price of your medication is based on the doctors prescribed quantity and dosage.)
  
  We apologize for the confusion this has caused. Upon reviewing your account, I can confirm your subscription membership is canceled.
  
  If you still have refills on your prescription, you can place an order at your own accord and choose to use our ********************* or you may select to fill your medication at your local pharmacy.
  
  Thank you.
  

  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my account on the 22nd when got email saying prescription will be filled the 23rd and they still filled it. Then they said they cant refund my money. I have all the emails showing I canceled at 10 am the 22nd and the email says they wouldnt process my order till 23rd. Not my fault they filled it early and was filled after cancellation either way. I just want my ***** back. You can see times in pictures I attached

  

  Business response

  07/26/2023

  Hello ******,
  

  Thank you for reaching out. We apologize for any confusion, and want to make it right. 

  Upon reviewing your account, I can confirm that a refund was issued to the payment method on file for the amount of $35.95 on 3/24/23.

  Even though your Subscription is canceled, you are still able to utilize the prescription provided through the online doctor consultation to have this medication filled. 

  You have the option of filling this medication at your local retail pharmacy or you can take advantage of our ********************* without enrolling back into the subscription membership.

  Should you need any assistance in the future, please do not hesitate to reach back out.  
  

  Thank you.
  

  
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i signed up for a subscription service to get sildenafil for $10 as part of a promotion. As required by the company i had an appointment with one of the providers who asked me about my a1c level which i responded to. I have never heard back in 24 hours and when i call support they keep telling me the issue has to be escalated. I have not heard back from any provider at this time

  

  Business response

  09/09/2022

  Hello ******,
  

  We appreciate you bringing this to our attention! We apologize for the inconvenience youve encountered while using our services. Our support team has reached out to let you know about the resolution and if you need any additional help, please let us know!
  

  Thank you.
  

  
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 6 tablets of a medication from Blink Health for $47.94. I was shocked to see that they sent me a bill for $239.70 and that they actually billed my credit card for $87.94 because that was all that was authorized. I called them and they claimed that because my doctor authorized 30 tablets, that's what they shipped and that since my credit card only authorized $87.94 that's what they billed. I offered to send them back the unopened bottle but they refused. I explained to them that giving them my credit card information does nto give them an open check to use it but they said that is their policy.

  

  Business response

  02/08/2023

  Hello ***,

  Thank you for bringing this to our attention.

  We apologize for any inconvenience you may have experienced. Blink Health Pharmacy fills medications according to the prescription received and your final price is based on the quantity and dosage that is dispensed by the pharmacy. Per our Terms of Use: if the form, dosage, or quantity of medication is adjusted when filled at the pharmacy, you will be charged or credited the difference in price.  At this time our records indicate that your concerns were addressed by a member of our staff. Please feel free to contact us if you have any additional questions or concerns. 

  Thank you. 

  
  

*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. ↩