Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2023

  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.

  July 2, 2023 ************* I had a tele visit with a MD for my medical marijuana card on 6/24. Everything was fine, and my doctor assigned me a temporary card expires 7/7. My issue is that I havent received my medical marijuana card in the mail yet. If sure Im not the only person to complain, but the company, NUGG MD, needs to step it up and get their act together. Please contact them, and ask them to resolve this problem. It is not right. I paid promptly and expect them to provide my card just as promptly. ***************************

  Business Response

  Date: 08/03/2023

  Hi there ****, we do understand the frustration that you may be experiencing. However, NuggMD does not have control over the cannabis control commissions turnaround times on shipping out the ** cards. ********************** does not directly create these ** cards, rather, the provider that evaluates you does register you with the state and from there, the state then reviews/approves and prints/ships out your ** card. The state does quote an average of 10 business days but notes that it can take up to 30 business days. I will attach some information from the state's website below:
  Where is my Medical Use of Marijuana Program ** card?
  
  Patients and Caregivers should anticipate an average of at least two weeks time from the date of their registration approval from the *************************** (Commission), to receiving the physical Patient or Caregiver Program ** card.
  
  Several common mistakes may delay the issuance of a Program ** card:
  
  Failing to fully submit the registration application to the Commission.
  When applying for a Program ** card, be sure to fully complete your application and select submit. It is a common mistake to not fully submit the application.
  Forgetting to include an apartment or unit number in your address when you submit your application.
  Please check to ensure that all the information is filled out in the application address fields.
  Mistaking Program ** cards for junk mail.
  Program ** cards will arrive in a plain, white envelope that often gets mistaken for junk mail. While you are waiting for your card, be sure to open all your mail. The envelope containing your card will list the Commissions address in the upper left-hand corner:
  *************
  **********************************************************************
  
  Also, here is their contact info if you are still having issues with your ** card shipment from the state. 
  Medical Use of Marijuana Program
  **************
  Medical Program phone line hours:
  10:00 a.m.-3:00 p.m., Monday-Friday
  ********************** 

• Initial Complaint

  Date:06/12/2023

  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.

  I spoke with the MD a week ago and still have not gotten the email recommendation to get my card. I was not told that this would not be done promptly. The ad online was false and and a total lie. I asked for my money back and got no response even though I have asked 3 times. This company is a fraud and I am very angry. How dare them steal my money

  Business Response

  Date: 04/21/2024

  
  I am writing to update you regarding BBB Complaint20169134, filed by *********************, regarding their recommendation. I am pleased to inform you that the recommendation has since been issued.
  As a result of our efforts, the consumer was informed that their recommendation was in their account and ready to view. 
  We greatly value our customers' feedback and strive to ensure a positive experience for everyone who interacts with our business. Should you require any further information or documentation regarding this matter, please do not hesitate to contact us.
  Thank you for your attention to this matter and for the valuable service that the BBB provides in helping to facilitate resolutions between consumers and businesses.

• Initial Complaint

  Date:05/18/2023

  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.

  My dad did a video call and got certified for marijuana license but never received his card in the mail. I need either a full refund of the $99 he paid on 2/23/23 or the card resent. Thanks

  Business Response

  Date: 04/21/2024

  I am writing to update you regarding BBB Complaint ********, filed by ***********************, regarding their certification. I am pleased to inform you that the certificate was issued the same day the consumer had a video consultation.
  As a result of our efforts, the consumer's certificate was uploaded to their account same day of consult.
  We greatly value our customers' feedback and strive to ensure a positive experience for everyone who interacts with our business. Should you require any further information or documentation regarding this matter, please do not hesitate to contact us.
  Thank you for your attention to this matter and for the valuable service that the BBB provides in helping to facilitate resolutions between consumers and businesses.

• Initial Complaint

  Date:05/11/2023

  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.

  They advertise falsely that youre care provider will be in touch within minutes. Waited a total of nearly 3 hours on three separate occasions making appointments and they do not pick up their side. It constantly says are waiting for your provider to engage. We were finally able to Get the appointment and then the certification was approved and shouldve been loaded into the state database under the profile within 24 hours. It has been five days and my current card expires very soon which will lead to additional costs and having to reapply and recertify. Couldve done it through my doctor with a simple office call but thought I would try this since it seemed to be quick and easy. Not pleased with the response of their customer service as they provide support for 25+ officers nationwide and cant really give any information due to HIP PA regulations, understandably. However due to the support not being directly connected to the providers, no answers are given. Payment is the first thing to be taken from the consumer however certification is the last thing to be done. Not 24 hours but we were at five days and counting

  Business Response

  Date: 05/23/2023

  Hi there, hope all is well! I was able to look into your account and see that the evaluation was completed successfully, however, the provider was requesting supporting documentation to your chief complaint. It appears that the documentation was not provided so a refund in full was processed. I do apologize for long wait times when we were short staffed, but we will be hiring additional providers to ensure this isn't an ongoing issue. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20049087
  
  I am rejecting this response because:

   

  They indicate that the provider requested additional forms however that was not the case at all. The provider said it was cut and dry as a renewal and no further action was needed. They are making false claims as to the time and process of the services they provide. They also indicate that their providers are able to diagnose and submit diagnosis for the mmj cards. However, this wasnt the case in this instance 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/22/2024

  I am writing to update you regarding BBB Complaint ********, filed by *********************, regarding their certification. The consumer was seen and required further documentation, unfortunately, the consumer was unable to provide said documentation to complete certificate issuance. A refund was opted by the consumer which was granted.  
  As a result of our efforts, we made sure the consumer's refund was processed and issued. 
  We greatly value our customers' feedback and strive to ensure a positive experience for everyone who interacts with our business. Should you require any further information or documentation regarding this matter, please do not hesitate to contact us.
  We apologize for any inconvenience this may have caused you. Thank you.

• Initial Complaint

  Date:05/11/2023

  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.

  I got approved a d paid yesterday and still haven't received my email with my card

  Business Response

  Date: 04/22/2024

  I am writing to update you regarding BBB Complaint ********, filed by ***************************, regarding their card. The consumer was certified the next day of their approval which is in line with the time frame for being certified. The card mentioned is sent by the state, we do not share systems with the state and can't confirm when they send the email with the card. 
  As a result of our efforts, we informed the consumer to check with the state.
  We greatly value our customers' feedback and strive to ensure a positive experience for everyone who interacts with our business. Should you require any further information or documentation regarding this matter, please do not hesitate to contact us.
  We apologize for any inconvenience this may have caused you. Thank you. 

• Initial Complaint

  Date:05/08/2023

  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.

  I went through NuggMD to get my medical card renewal due to my original doctor retiring. I specifically asked one of the workers on their website before anything was set up after and I had already explained my situation Will my allotment stay the same or do I have the option for an allotment increase One of their workers told me no worries your allotment will stay the same Decided to talk with another worker to fix the problem for them and she responded our doctors do not authorize allotment increases unfortunately. COmpany policy which makes zero sense considering the conversation I had with the other worker states that my allotment would stay at 5.0 ounces which it has been at for the past 3-4 years. I have proof of this conversation which took place on their NUGGMD website. Spoke with my local dispensary manager and they said that sounds shady so here I am filing this complaint. I went through Nuggmd solely because of the allotment factor and readiness which seemingly turned out to be them lying to reel me in. The doctors name was ************************************** from this website I paid for a consultation for renewal. Im not even sure if he has knowledge of this situation due to the fact the chat workers didn't tell me how to get in contact with my doctor, just that they would send him a message

  Business Response

  Date: 05/19/2023

  Hi there, 

   

  Apologies for the frustration this *** of caused and the issues will be handled internally to ensure the miscommunication is corrected. As for the allotment increase, unfortunately we do not offer this as it greatly increases risk. Given that we are a telehealth platform, there are some limitations providers have when managing patients care. Given that these issues can vary greatly from patient to patient, we decided a few years back to adhere to ********** standardized limits in every state we operate in. This is to keep both the provider and more importantly the patient's safety at the forefront. Given the situation, we can go ahead and cancel your certification with a refund in full if you'd like to pursue a different service that *** be better suited for your needs. You can email ** or message via livechat to have this done. Please refer to ****** in the messages and the issue will be cleared. 

• Initial Complaint

  Date:04/20/2023

  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.

  03/19/23 Order number #**** 4132 ************************************************************************************************************** the mail. i just want to know if its coming any time soon or if it was ever sent out

  Business Response

  Date: 04/22/2024

  I am writing to update you regarding BBB Complaint ********, filed by ***********************, regarding their card. I am pleased to inform you that their certificate was signed by our provider on 3/20/23 which is a requirement for the state to issue a card, the card they mentioned in question is not sent by NuggMD but by the state of ******. We have no affiliate with the state and can't confirm when a card is mailed.
  As a result of our efforts, we made sure the consumer's certificate was signed and sent back to them to further complete registration with the state.
  We greatly value our customers' feedback and strive to ensure a positive experience for everyone who interacts with our business. Should you require any further information or documentation regarding this matter, please do not hesitate to contact us.
  Thank you and we apologize for the inconvenience this may have caused you. 

• Initial Complaint

  Date:03/29/2023

  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.

  My daughter set this up for me. I never got a card and then was admitted into skilled nursing. I have never used this card and want a full refund. I will never be able to use it

  Business Response

  Date: 03/29/2023

  Hi there, thank you for flagging this issue to us. We take patient issues like these very seriously. I have emailed you at the address you provided to confirm the issue. Once confirmed, we can proceed with the cancellation of your certification and a refund. We will make a note of the issue on the account and flag it for future reference. 

• Initial Complaint

  Date:11/23/2022

  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.

  I switched from my primary doctor to********* for my PA state marijuanna certification that runs out in Jan. of 2023. I fist contacted them 11/18/2022 where I was called from Buffalo N.Y. from a doctor who gave me no chance to speak, just said "I certified you, have a nice day" and hung up. The company sees this as doing their job and left the rest of the work in my lap. Not knowing the law I called the PA Department of health and they said there is nothing I can do it's on the doctor. I contacted ***. M.D. again and they said they would have the doctor contact the state and email me when they knew more. That was yesterday and I don't expect 2 hear back from them. They r simply handing out certificates 2 anyone who clicks on their link and have no clue what the processes r in between leaving customers like me completely s.o.l. I have a medical condition that requires me keeping this card and it has never been a problem in the past 3 years, only when I switched was there a problem. I just want to make sure I don't have a massive lapse in card now b/c they "Certified" me instead of "Recertifying" me. Did they do their job?? According to me, absolutely not.....if I had just needed a new card sure what they did wld b completely fine but I made it quit clear to them I was going for recertification so this should not be on me 2 figure out, the PA state board is yelling at me b/c I don't even know what 2 ask them, ***. M.D. has been absolutely no help even though I've tried several times with their customer support. If you email me I can send any documents u may need 2 verify all of this, i doubt they will deny any of this, it's what they do

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2022/12/07) */ Hi there, I was able to look into your account and follow the thread of communication you have had with our CS reps. It appears that you had a certification set to expire in January 2023, but you decided to use our service to renew your certification. Unfortunately, you should have waited to use any service to renew until your current certification that you obtained outside of ****** to renew. The state essentially cancels out the prior certification if a providers input a new certification for a new patient. Given that you are a new patient under the ****** provider, the provider is correct in inputting your information to the state as a new patient under them. You are "renewing" a certification for you as a patient, but you are not renewing your certification under the new provider you were newly evaluated by. Providers are able to access your past medical records through the states portal which makes the process a bit easier on the providers end to certify. I do apologize for your frustration and have messaged your provider on your behalf, however, the only option would be to cancel out your current certification and issue a new certification for you to proceed. Consumer Response /* (3000, 7, 2022/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not say any of that when they took my money, they wouldn't even tell me this until u got involved. This is simple, I signed up 4 a renewal.....the site & customer support told me this was not a problem....I TOLD THEM BEFORE I SEEN THE DOCTOR & AFTER. It's not my job 2 know the exact laws of the state.....IT'S THEIRS....I JUST WANT MY CARD, they make it sound so simple but if I cancel my current card they will just leave me hanging again.....SERIOUSLY WHY R COMPANIES ALLOWED 2 ISSUE MEDICAL CERTIFICATES WHEN THEY DONT EVEN KNOW THE LAWS???? JUST REFUND MY MONEY & I WILL GO TO A DOCTOR THAT KNOWS WHAT THEY ARE DOING Business Response /* (4000, 17, 2023/02/01) */ Hey there, I'm sorry for any confusion that our application process caused. We'd love to help clarify any questions you have in regards to what you ned to do to ensure you're medical status is not lapsed. We always have live chat available to walk our patients through the application process. In addition, you can locate all information in regards to your certification and questions on our FAQ page.

• Initial Complaint

  Date:08/24/2022

  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.

  Date of transaction: 8/7/2022 I purchased my updated medical marijuana recommendation and purchased an additional ID card (no more than $25 extra dollars) just like i did last year. However when I received my ID card it was poorly made, smudging the ink off already, and dispensaries have questioned its authenticity (even though I'm 25 and live in a recreational state, I still only use medically, which is why i need the card). I reached out to nugg and spoke to 3 different people who all told me my card was fine (i provided pictures with my card last year as a example of how horrible my new one was). They told me my only option is that they would send an identical card with the same issues out and that i would not be receiving a card like last years because only that dr uses that software to make his cards look nice. I would understand that to be acceptable if the card I was purchasing was acceptable however like i said I cant even use it at dispensaries without it being an issue. I went ahead and ordered a replacement card today just to see if it really will be that bad. But this is unacceptable especially over such a small amount. They refuse to give me a refund and that is what i need help with. I feel this is a scam into this company stealing customers money. All i am asking for was a acceptable looking card, I was not asking for anything crazy. They refuse to give me a refund so I hope you can help with this.

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 14, 2022/10/07) */ The patient's ID card was resent and the template used to create the updated ID cards adhere to states regulations. We advise the patient that the ID cards will vary from company to company that they decide to use, but the format in which the data is displayed has no bearing on its validity. The new ID format has been active for over a year without this issue being flagged before. Consumer Response /* (3000, 16, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes the card was resent and I can say the quality of the sticker on the back of the card was much better than before. That is the only difference in the quality of card, and I was told that this would happen by a customer rep before ordering my replacement. I was never made aware that the card quality changed and I double checked the website and again can't find that information. And the only "company" I use or have used is Nuggs through their specific website so that doesn't even make sense. They don't make you aware that there is multiple Drs and that you need to register specific days for a specific Dr who makes the good quality med cards (A nugg customer rep told me that each Dr uses a different system to print cards. Which is why my cards are different qualities from this year and last years). I don't care if I needed to mail back the cards in order for a refund, and I don't appreciate how this has been handled even still. It's been almost a month since I received my new replacement card and again my birthday and name has smudged almost completely off. It's not like I am asking for anything other than what I paid for to be a legit quality item. The only reason they will get away with this and haven't heard about this problem previously is because they're online and don't need to face unhappy patients face to face. Business Response /* (4000, 18, 2022/10/18) */ Unfortunately, we no longer do business with the former physician. We now facilitate the entire fulfillment process in-house, but use the same systems and printers as before so nothing has changed aside from the minor design changes to the card, which are entirely adherent to state laws. In the spirit of transparency, having multiple physicians accessible to patients betters the patients waiting room times and is a very normal practice for telemedicine platforms. We do apologize for the frustration you have and have noted this singular issue. We can send another replacement ID card, but the new card design has been implemented roughly a year ago without issues. We no longer offer the older card design, but none of the printers nor supplies used to issue these ID cards have changed. Consumer Response /* (4200, 20, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the apology FINALLY. This is the first response that has made sense, however contradicts everything your customer service reps told me. I was under the impression until now that card formatting was specific to each Doctor. Which is why I have been so frustrated throughout this process. I understand now this is the only current card formatting you have across the board, and having a better looking card is not possible. With that being said, if I knew beforehand that I was not going to have the same quality of card that I received beforehand I would not have placed an order for the additional card. I don't care what state laws you think you are adhering too...you should be disappointed in the quality of cards you are issuing out to people. Just because this is the first issue with this you have seen, doesn't mean this is the only issue that has been had. You shouldn't be okay with providing customers with low quality products and then giving them problems with a refund. Because now I am left with 2 useless cards and now you are offering me a third? The ONLY way to settle my dispute is to issue me a refund since you can not issue me a decent looking card (which is what I paid for). I was a huge advocate for your company and I am SO disappointed with this entire experience and response from your company. Not issuing refunds when refunds are due is a SCAM. Business Response /* (4000, 22, 2022/10/24) */ Hi there, again I do apologize for your frustration, but the change in the format has nothing to do with the quality of the cards being issued. I assure you neither the ID cars, printers, nor ink have been changed. We use the same evolis ID card printers that we have used for the past 6 years. The only thing that has changed is simply the format of the information being printed onto the ID cards, not the quality of the ID cards. We have also improved the paper in which the recommendations are printed on.