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:11/09/2023

  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.

  FRAUD company. I created an account to use ******************** on Tuesday 11/7/2023. They immediately charged my credit card for a "consultation fee" after I filled out an online form with my information for birth control. NURX did not provide any type of "consultation" until Thursday 11/9/2023 when they proceeded to tell me that my Birth Control would not be covered by insurance and that I would have to pay out of pocket. I asked for my services to be cancelled immediately, that I'd seek care elsewhere for my birth control needs. I have not received a refund and I am still currently waiting for my $25 "consultation fee" to be reimbursed. I should not be charged a "consultation fee" of $25 when I did not even use their services. Horrible company.

  

  Business Response

  Date: 11/14/2023

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:11/07/2023

  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.

  This company doesn't response to messages. I asked them to fill out my order and bill me but I can't get an answer. There is no phone number to call. They sent me the same message over and over agin then stopped replying.

  

  Business Response

  Date: 11/14/2023

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:11/07/2023

  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.

  I paid out of pocket for a teleheath visit with Nurx. The provider agreed that I should restart a medication I had been previously prescribed. The prescription was sent to Nurxs pharmacy. Nurx pharmacy is out of my insurance network so my options were to pay out of pocket or have Nurx send the prescription to my local pharmacy (an option that was advertised and important for me to decide on using Nurx in the first place.) It has been one week, I sent multiple follow-**** and Nurx still has not sent my prescription to my local pharmacy. I believe the company intentionally understaffs the side that sends prescriptions to the local pharmacy so that they can collect payment from us out of pocket for our prescriptions. Its insane to make someone wait over a week to fill a prescription.

  

  Business Response

  Date: 11/14/2023

  Hi *********!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:11/06/2023

  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.

  Today on November 6 2023 after having this subscription for almost 7-8 months now they charged me for a medication I am supposed to get for free every single month. I willingly paid the $3 monthly surcharge that they stated was for being able to contact them at anytime etc. This month they decided to charge me ***** and stated that i was paying for the medication i have been on several years and never paid a dime. Three of those dollars are for the surcharge, but that ***** shouldve never been charged. I contact them and they refuse to give me a refund, continue to yell at me over the phone and spill lies. They than cancel my subscription at my request but also cancel the medication that has already shipped but still refused to supply a refund. I than go to log into my account to get all my information to talk to my lawyer and my insurance company and they have somehow blocked me from even viewing the website. I was a paying customer for several months and now i cannot even access my account information for proof they stole money from me and canceled my subscription.

  

  Business Response

  Date: 11/07/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  
  

• Initial Complaint

  Date:11/03/2023

  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 reached out on 9/28 about a skin condition. The website advertising said treatment would be affordable at a cost of $30 per month for the topical prescriptions. I asked the provider again to confirm price after it was prescribed. it was relayed again as $30 per month. suddenly upon asking them to send the prescription it was $60 and $90 per month, the price being raised 200% and 300%, even when I asked them not to use my insurance. This felt very much like a bait and switch practice. I would like to be refunded for my skincare service that I paid for the consultation.

  

  Business Response

  Date: 11/07/2023

  Hi ***************
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  
  

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20822949
  
  I am rejecting this response because: they refused to refund me. They also didnt thoroughly read my complaint and when reaching out, tried to discuss a medication I didnt mention and wasnt even taking anymore. This shows the level of their care.

   

  Then, Nurx changed their story again on the prices of the medication they had suggested even though I asked them multiple times about the cost prior to complaint to ensure I had the correct information. I tried my best to resolve this with them before filing a complaint. Now, they are saying the cost of the medications were for multiple months because they cant just prescribe just one month.
  

  After hearing so many stories, their response just shows me that they are appear to be acting in bad faith with their practices, cost quotes and frankly, advertising. If they wanted to show they are a legitimate medical provider, they should not change medicine prices every time I speak with them. I feel like I am dealing with a car salesman. If I do not receive a refund, I will be filing an attorney general complaint.
  
  Sincerely,
  ***************************

  

  Business Response

  Date: 11/18/2023

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  Please accept our sincerest apology for any inconvenience we have caused you.  Its our goal to retain you as a satisfied patient and hope to serve you again in the near future. 
  At this time, we have reached out to you in regards to your concerns and have come to a resolution.   
  
  Take care, 
  
  ***************************
  Vice President of Operations
  www.Nurx.com
  
  

• Initial Complaint

  Date:11/03/2023

  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 paid $65 for a consultation to receive mental health medication and after 5 days of paying for the consultation, I have not received an update on my service or order. I would like to receive the services that I've paid for in a timely manner.

  

  Business Response

  Date: 11/07/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  
  

• Initial Complaint

  Date:11/03/2023

  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.

  Nurx has genuinely given the worst service I have ever received. The consultation process was simply a matter of filling out a form and the nurse prescribing me whatever I asked for. Slow response times and chat agents who have struggled to understand enough to communicate necessary medical information. Waited days and got a responses that seemed like the agents didnt even read my 1-sentence messages. The worse part was when an agent quoted a medication price of $50.31 per tablet, which is over $4000 a bottle. The challenges extended to the delivery of my medication and I had to contact the parent company through a different channel to get someone who could read well enough to resolve my (extremely simple) issue. Communication is essential in a medical service. Just imagine would could go wrong.It gets worse. Despite providing the correct address (I confirm everything about my address is correct in the app and can provide documentation to prove this. It also arrived to my county before it was sent back), my order was returned to sender, indicating an issue with the shipping label. The advice given by your chat agent, that I would have to pay AGAIN without insurance coverage, is unacceptable. Even though I need to medication more than ever, I had to cancel it because it was basically playing with fire with my money.At this point, Ive essentially donated $46 to this company. I have received nothing for what I paid. It is clear that significant improvements are necessary to meet the expectations and needs of your customers. Shame on this company.

  

  Business Response

  Date: 11/08/2023

  Hi *******! Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  
  

• Initial Complaint

  Date:10/27/2023

  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.

  Nurx charged me 3$ out of the blue today. They will charge you a 'support' fee whenever you fill your prescription at a local pharmacy. This must be a recent change, because I have been filling my prescription for months now with no fees, and suddenly there's a fee today. There's no way to remove a payment method or close the account, so they will always be able to charge me random fees whenever they feel. The pharmacy has my prescription already, so this costs Nurx nothing and their support is terrible.Cancel my account and refund the 3$ Nurx.

  

  Business Response

  Date: 11/01/2023

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:10/26/2023

  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.

  Nurx charged $25 to my card but has not delivered on the service of a consultation to receive a birth control prescription.

  

  Business Response

  Date: 10/28/2023

  Hi *****!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************
  
  

• Initial Complaint

  Date:10/23/2023

  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.

  NURX is a fraud company. Took my money and no product I have contacted them numerous times and they keep charging my credit card . Im going g to my back to file fraud to get my money back . They have my credit card and they keep charging it . FRAUD FRAUD FRAUD . They should be closed down!

  

  Business Response

  Date: 10/26/2023

  Hi *******!
  Thank you for taking the time to communicate to us why our service did not meet your expectations.  We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible.  
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company.  In addition, we will further evaluate how we can prevent this problem from occurring in the future.   
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at providing access to quality healthcare. Its our goal to offer the best service and we hope to serve you again in the near future.  
  Thank you, 
  
  ***************************
  Director of Customer Experience, ********************** 
  ***********************************************