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:03/10/2025

  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 began a transaction with strut health on 1/13/2025. I have spent $603.64 to date for their product. I have tried with no success to cancel my subscription. They have a system that says you can cancel at any time but when I have tried they will ask again for your email and password. then they always say that my password is not valid. i have changed my password many times and each time it is confirmed as confirmed. It will let me into my account but when I follow the prompts to cancel or change my subscription, it asks again for password and email. then again, they say my password is invalid and the prompt is for me to change my password. This continues. I want to be able to cancel my subscription. I hope you will be able to help with this problem.

• Initial Complaint

  Date:09/20/2024

  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 signed up for enclomiphene therapy with Strut on 9/18/24. I completed the intake, and a doctor reviewed my medical information and approved me for treatment. Their website states in the *** section that they ship to all 50 states as of June 2024. Well, imagine my surprise when they emailed me today, 9/20/24, to say they don't ship to my state. They have stated they will issue a refund, and I am still waiting for my refund. This business is a complete scam. The doctor *** reviewed my information was simply listed as "Dr. ****** with no identifying information (healthcare providers are legally supposed to introduce themselves, including their full name, in case a patient needs to file a complaint with their regulating board). They provided no comprehensive education about the medication that was prescribed.

  Business Response

  Date: 09/22/2024

  Hello, Our physicians are licensed in all 50 states however due Arkansas' state laws and compounding our partner pharmacy is unable to ship there. We notified the patient and told him currently we can not ship to his state and refunded him on Friday, 9/20/24.  He has NOT been charged.  He can visit his ************ Physician and request this medication. Again, please note this patient has not be charged for this medication. Thank you for bringing this to our attention, we will update our FAQ and make sure we not that we currently do not ship to *********

  Customer Answer

  Date: 09/22/2024

  I am rejecting this response because:   this business has not updated their *** as stated. As of 9/22/24 at 09:23 CDT, the *** still states that they ship medications to all 50 U.S. states. I will not be satisfied until their false messaging has been corrected. 

  Business Response

  Date: 09/23/2024

  Our website has been updated

  ******************************************

  Customer Answer

  Date: 09/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair 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.

  Hi my name is **** *****. I use to buy hair loss solution from the above company. I sent an email to company at the email id ********************************* on 6/30/24 to cancel my subscription on 6/30/24 and then another email requesting cancellation on 6/04/2024. The company kept on sending me the medication and sent me three supplies. I couldn't contact the company due to personal reasons. Now I contacted the company to refund the amount paid for these three deliveries as I had requested the cancellation by email. "Cancellation by email" is the method company suggest for cancellation of subscription. The company representative says they did not receive the emails and so they won't refund me for these three deliveries. The email id I used is correct. I did not get notification from gmail that my email was not delivered. I believe this is not fair practice by that said business entity. I don't have any choice other that requesting the BBB. The money I pad for this product is $ 237 which is nothing I would care for but its the principle and the business ethic for which I care about.I am attaching the cancellation emails with and without the email id and my correspondence with the company.I would appreciate assistance.

  Business Response

  Date: 09/18/2024

  Patient name: **** *****
  Complaint ID: ********
  Please see attached invoices and pdf file of our resolution.
  
  

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because:   My response to the business is as follows:

  "Thanks for the refund for last month's supply. I also need the refund of the other two refills. I know one thing: I sent the emails to the correct address. You didn't receive the email for some reason. You need to work on that process which caused the emails not to reach you. You can not simply say that we did not receive the email and now we won't refund. 
  I have the medicine sitting at my home and it is of no use to me. I can send it back to you. It's not my fault. Businesses are not run like this. If I had not sent you the email or had I sent it on the wrong email then I would not have claimed the refund. 
  I should received the refund for the previous two supplies and you should work on the cancellation process and try to figure out what happened to the emails. I am also going to send the same reply to BBBB.
  Regards
  Noma"

  Business Response

  Date: 09/22/2024

  For the inconvenience we refunded you for the August 1, 2024 refill. Please allow 3-5 business days for the credit to appear on your statement. The very first order you requested can not be refunded since that was your first order and specifically asked for it. We refunded you for the automatic refills that processed. Hope this will resolve this issue. We believe this is a good middle ground. Thank you!

• Initial Complaint

  Date:08/21/2024

  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.

  This company tried to change my prescription after 3 months of treatment and also tried to raise the price. Both are shown in the attached image. They tried to scam me with the higher price and different subscription. Basically it was a bait and switch. Now the time and money I spent using a product that wont get to complete the treatment is lost. I expect a full refund of my money. I asked them to change my sub back and they chose to not do so. This matter needs to be checked by the ************************* It is clearly fraudulent!

  Business Response

  Date: 08/22/2024

  Patient name: *****************************
  Patient since: 6/6/24
  Complaint ID: ********
  I am responding to this complaint.  Attached is a pdf explaining the details of this patient's treatment and why it was cancelled per his request.  We believe it was resolved in an appropriate manner. Please let me know if you need any further information.

  Customer Answer

  Date: 08/22/2024

  I am rejecting this response because:   They are completely lying! I present proof of both of their lies. Screenshots of my first email regarding this matter to customer service. In it is clearly state either refund my money or change the subscription back to what it was. I clearly informed the in my very first email that I was allergic to the antibiotics and they were not needed or wanted. I had a culture done on my toes and KNOW exactly what my foot fungus is. I guess they thought I was the normal average customer who does not know anything.

  The second thing they lied about was telling me they had doubled the dose to two bottles. I was not told anything about that and have included another screenshot showing that the doctor explains it after my account was cancelled by them. They did not tell me before I told them no more charges. That is a lie! Secondly, he did change the subscription to include the antibiotics I am allergic to. I already to told them before, that is not what was displayed on their website(see previously photo).

  THEY EITHER NEED TO COMPLETELY REFUND ME FOR CANCELLING MY ACCOUNT, INSTEAD OF FIXING THE SUBSCRIPTION, AS I ASKED IN MY VERY FIRST EMAIL REPLY TO CUSTOMER SERVICE.OR FIX MY SUBSCRIPTION BACK TO NO ANTIBIOTICS. I DONT REALLY CARE ABOUT THE HIGHER PRICE IF IT IS FOR TWO BOTTLES.

  Business Response

  Date: 08/23/2024

  Hello,

  Like any pharmacy once the medication leaves the pharmacy we do not process refunds or returns.

  We are happy to change the Rx back to the old Rx.  We never shipped any refills with antibiotics and would be happy to change the Rx back.  We will email the patient and let them know the Rx will be changed back to the original formula at $59.  If he wants 2 bottles, I will get confirmation first before we change his Rx to 2 bottles. 

  Customer Answer

  Date: 08/23/2024

  I have reviewed the business response and accept this resolution. This was what I was trying to get done to begin with. Was not going to pay for a subscription to antibiotics I am allergic to.

• Initial Complaint

  Date:07/02/2024

  Type:Billing 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.

  this company makes it too challenging for consumers to cancel their subscriptions. it is intentionally challenging and this is not consumer-oriented

  Business Response

  Date: 08/07/2024

  Complaint ID: ********

  I am responding to this complaint. We are not sure why the case was closed because this is the first email we received from BBB. I would like to reopen this case.

  
  Patient: ***********************
  He ordered this medication on 2/23/21. Attached is his information he submitted as well as his log of when he delayed and suspended his subscription. Attached is also his last invoice. We have not shipped him or charged him for any prescriptions since June 2021.  

  Please let me know if you need any more information to resolve this.

  Thank you!

  ****************, Strut Health

  Customer Answer

  Date: 08/07/2024

  I am rejecting this response because:   the issue is not that they charged me inappropriately; the issue is that the company makes it challenging from an end-user experience POV to outright cancel. deceptive practices utilized here that is not consumer-friendly 

  Business Response

  Date: 08/08/2024

  To whom it may concern,

  Please review the attached document.  I am not sure why patient thinks we make it hard to cancel because we send email reminders and on our website we make it easy to find a way to email our support team.

  1. You can message the physician by logging into your Strut account. Just like how the patient logged in and suspended his account back in 2021.  *********************************************

  2. We have a very responsive customer support team that responds to messages if you need to cancel. We include our email address ******************************* on all of our emails. Even the suspended emails the patient received each month. See attached document with screenshot.

  3. From our home page, *************************************** if you scroll down to the footer, we have the Strut *************** If you click on that it takes you to our Help Center *************************************************** which has information on how to cancel. 

  ***************************************************/articles/4413534799131-Can-I-cancel-my-subscription

  4. You can also open a ticket inquiry with us that is emailed directly to our **************** team.  If you go to our website ***************************************
  and scroll down to the Footer, you'll see the Help link. Please see attached document for screenshot.

   It takes you to this page where you can send us an inquiry regarding your subscription and the ticket is sent to us.

  ***************************************************/requests/new?_ga=2.55450475.1538530510.1722826655-2040382753.1670267683

  As you can see we make it easy to contact our support team at anytime.  We have never had any complaints not being able to contact us and cancelling because we have multiple ways to get hold of our support team.  Please close this ticket.

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   in no area in the response did the business cite--in clear english--how a customer definitively cancels the subscription. it's a deceptive business practice that would-be consumers need to be aware of

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Website was deceiving because it said start for free. I ended up being charged for the product. Only the consult was free but wasnt explicitly stated when you place the order. Then I contacted them because I was getting headaches from using the product. I was told it is a side effect but I pointed out headache wasnt listed as a possible side effect. I asked for a refund and they refused.