ComplaintsforNurx

• Initial Complaint

  06/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a nurx telehealth consult out of network and received surprise charges. Nurx can prescribe as many medications as they wish based on the consult and there is no transparency in advance regarding the cost of each medication. There is no option to refuse treatment if you cannot afford it, as all recommended medications are automatically charged to the patient card, without giving patient the option to refuse. I requested to refuse treatment and cancel the order but nurx rep advised it had already been shipped so there is no option to receive a refund

  

  Business response

  06/11/2024

  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

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They started I receive consultation but never receive any assistance towards getting birth control.

  

  Business response

  06/11/2024

  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a customer of ********************** for about 2 years already, and I have seen the quality of service go down. Ive paid a lot of money for different services and products such as multiple types of skin products, birth control pills, and recently their mental health service. I was shown $59 for a consultation fee and that the medication could be covered by my insurance. I did not see the part where they are asking to pay an extra $69 a month on top of everything just for someone to possibly message and check in. I think this is such a scam and once I found out I immediately told them I do not want this and would like a refund on the consultation because they have messed up my orders before and not responding to my message on time. They have shipped orders without my permission and me specifically telling them not to ship it because the pharmacy had the prescription that my insurance covered. I am very disappointed by their service as I have been a customer of 2 years and would like my $59 back.

  

  Business response

  06/11/2024

  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 response

  06/11/2024

  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.
  
  

  they have refunded me. 
  Sincerely,
  
  Kimberly 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im filing this complaint due to the fact that on 5/8 and 5/11 I requested to cancel my subscriptions to Nurx. I informed the provider that I was going to receive in person care and to continue with my cancellation. As of 5/24 I noticed I was billed $69 dollars AND received notification on 5/24 that in a few days I would be charged again. I have sent 3 messages on 5/24 during their business hours in the portal where you are to message only to get no reply.

  

  Business response

  05/28/2024

  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 response

  05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have contacted me personally in my portal for Nurx with an resolution and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On multiple occasions attempted to cancel on the website the order prior to even being prepped or shipped there is a cancel option but every time you try to cancel the order there is no availability to cancel it doesn't let you it's fraudulent.

  

  Business response

  05/28/2024

  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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to Nurx to obtain a prescription for oral medication to treat Rosacea (redness on my face). The "consultation" I received was horrible and a script was put in for a topical medication, which was not what I asked for since those medications have not helped me in the past. On top of that, I have bought the exact same thing online for $15 before, no script needed. No one cared, and I began having to research on MY OWN, possible Rosasea medications, which I feel like I shouldn't have to do. When I recommended a medication (topical, again hasn't worked for me but I was doing all the work for them at this point), they told me they couldn't ship it to me. I choose Nurx because of home delivery convenience. I cannot go to a pharmacy in person. I expressed this and never received a reply. Basically they took my $40 and left the chat. 2 weeks later I ask for a refund and they deny it, because I received a "consultation" but that consultation (if you can even call a few sentences in a chat box a consultation), was subpar. It offered zero help. They ignored every request and ignored everything I told them hasn't worked for me. The doctors feel like they copy paste replies and never read what the patient is typing

  

  Business response

  05/28/2024

  Hi Ciera!
  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

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nurx has deceptive pricing advertising and charging practices.Tretinoin .1% cream is listed as $30 for a 45g tube, which is similar to what is charged other places. However I was charged $90 for one tube, plus$30 for the consult (me answering a questionnaire and taking selfies to send in) plus $3 service fee.They took all this out of my account under the guise of temporary authorization when in actuality they had no intention of returning the extra $60. I was ignored for days while I message, emailed, and called, until finally I incurred an overdraft charge from auto pay bills. And then when I finally reached ****** being I was told that $90 is their going rate for one 45 tube of .1% tretinoin. Three times the rate any other place charges, and contrary to what their lying online ads say.Steer clear, they are theives.

  

  Business response

  05/25/2024

  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

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In reviewing my health benefits my insurance Aetna informed me that they cover nurx and if I filed the claims for the birth control I paid for out of pocket they would reimburse me. However they needed info on the prescription receipts that nurx is unwilling to supply to them or me . Thats $400 the insurance is willing to reimburse that nurx offers me $45 to just ignore . I dont understand how nurx does not have the information needed for the claims when they are supposed to work with insurance companies and would have to provide anyway . I am not getting any help escalating this to get help either . Can someone please help me so my insurance can process my claims

  

  Business response

  05/25/2024

  Hi Swathi!
  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

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company attempted to scam me out of $25, did not complete the service requested had to dispute with my bank to get the money back, then requested for the account and payment on file to be removed, got a message back saying this was completed months later the account is still active and the payment method has not been removed, requested again and they feigned ignorance and refused to do so. Beware of this company it is a complete scam and they are keeping the information to sell!

  

  Business response

  05/15/2024

  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 response

  05/15/2024

   
  Complaint: 21675913
  
  I am rejecting this response because: no contact has been attempted, I simply want my account deleted.
  
  Sincerely,
  
  *************************

  

  Business response

  05/17/2024

  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/26/24 I was charged $40 for Melasmal Consultation; 3/27/24 I was charged $90 for 3 month supply of Hydroquinone 4%; 3/28/24 I was charged $3.00 for Melasma Medical Support. I've used Hydroquinone 4% since 2020 when OTC Hydroquinone products were removed from the ****et. Prior to NURX, I filled prescriptions at local pharmacy for $30/month for *****g tube. When I discovered NURX offered the identical cream for $90/ 3 months, I uploaded photos and paid $133.00 for prescription to be shipped. After my credit card was charged I did not automatically receive a receipt. After multiple requests I received a receipt which indicates "insurance" under Payment Method even though I'm uninsured. On 4/2/24 I received 1 tube of *****g Hydroquinone. On 5/2/24 as I was nearing the end of the cream, I contacted NURX to find out when I could expect to receive my 2nd month tube. On 5/3/24 the reply was: "Thanks for reaching out. We apologize for the confusion. The cost of Hydroquinone 4% Cream is $90 for *****g tube, good for 3 month's supply. Please let us know if you have any additional questions or concerns!" I responded 10 minutes later asking for the formulary justifying one tube being a 3 month supply because based on my experience it is a 1 month supply. On 5/6/24, RN from NURX's Dermatology Team replied: "Our providers do not add refills to the Hydroquinone prescription as the tube sent to you is enough of a supply to last for 12 week course. We will also check in with you around the 8-10 week **** and can make any necessary changes, if needed." NURX takes a "one size fits all" approach to treating Melasma. I should not have to wait 2 months for someone to "check in" when I need for continued use of a topical cream I have used for years. NURX did not provide formulary because *****g Hydroquinone is not a 3 month supply. I was charged $90 for 1 tube for which I normally pay $30. NURX does not provide upfront price transparency and does not give you your prescription.

  

  Business response

  05/15/2024

  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, ********************** 
  ***********************************************
  
  

*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. ↩