ComplaintsforEvernow, Inc.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As others have complained, I went to Evernow to research what services they offer. I did not at any point believe I was signing up for a membership, I never signed up for, nor ordered, nor received a prescription, never agreed to a plan, never exchanged messages with a provider. Today I found out theyve been charging me $49 a month for the past 6 months. *** never received a receipt of any of these charges. I never wouldve even become aware had they not sent a notice saying they need me to upload medical documents to continue my care. I was like, **** care? I only went there to see what you offer. Theyre not my provider. Havent heard a word from them in 6 months.

  Business response

  03/11/2024

  We are sorry to hear that you had a negative experience with Evernow. When completing signup and adding your credit card information, all users explicitly agree to a recurring membership. You may cancel this membership at any point in the first 30 days for a full refund, allowing you to try the service out to see if it meets your needs.

  It appears that when you first signed up, you were connected with an Evernow provider, who completed a treatment plan for you - access to our NAMS-certified menopause experts is included in your membership, in addition to a wide range of resources and a diverse community of women who share similar experiences. If you were unhappy with your treatment plan and would like to explore alternative treatments, your provider would of course be happy to discuss this with you.

  Our platform uses a variety of automated messages to alert you to changes in your care and inform you when information is required. If you believe that you are not receiving these messages, please contact our support team at ********************************** so we can insure your contact information is up to date.

  Customer response

  03/11/2024

   
  Complaint: 21395924
  
  I am rejecting this response because: as previously stated, I never messaged a provider, never accepted a treatment plan, never ordered, approved, nor received a medication. Never messaged, chatted with, etc. any member of your organization, as I never believed I was doing more than gathering information about what services you provide. I have no emails showing confirmation of an accepted treatment plan. No emails showing invoicing of membership dues. You can consider this my cancellation within 30 days if it helps settle your accounts internally. Please refund the membership dues you collected for the goods and services which you never provided.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for this service desperate to get relief from Perimenopause. I was lured in to believe I would have treatment in 24 hours or less. That was the promise. I was matched with a provider as promised within 24 hours, however that provider made excuses as to why she couldnt provide me with my telehealth visit. Her name was *************************, WHNP from *****. She was more interested in telling me about her dog and her kid via email than she was trying to do her job.************* is the customer support "specialist" that I was emailing back and forth. She is unprofessional and rude. This whole company is a complete joke and is defrauding people out of their time, hope, and money.

  Business response

  02/28/2024

  We are sorry to hear that your experience with Evernow did not align with your expectations. As an asynchronous care platform, our service is carried out through messages with your provider. We do not at this time offer video or other synchronous forms of communication.

  While we advertise that the initial consultation will begin within 24 hours of signing up, according to our internal tracking we typically respond much closer to 12 hours after a message is received. In this process it is important for our providers to build a connection with their patients, and sharing some personal details is part of that.

  We take steps to review any interaction that a patient feels is rude in order to make sure all of our communications meet our internal standards, and will of course review this instance.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I clicked on an Instagram add to get more information about services. I wasn't interested so I never finalized my enrollment and just discovered a monthly subscription fee $49 has been charged to my account since 5/22/2023. I was enrolled with another service, so I reached out to them, and they confirmed it wasn't them. When I checked with my bank, I got the information for Evernow. The response from the email rep (#*****) was my subscription (that I never subscribed for) was cancelled and only a one-month refund of $49 is allowed. "It is the patient's responsibility to keep up with the account, billing and physician interaction...Evernow does not refund charges that occurred over 30 days ago. Therefore, no other refunds will be provided." This is deceptive. I want a full refund since I never received ANY services or used their website other than obtaining information. If they refuse to refund, then at minimum there's a published complaint so that other women don't get scammed. Although there already seems to be others who have the same experience.

  Business response

  01/30/2024

  The customer has communicated to us that this complaint has been resolved in a satisfactory manner. Please see the attached screenshot showing their response.

  Customer response

  01/30/2024

   
  Complaint: 21166425
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I went on Evernow's website I had only went on there to get information about the services. I never agreed to membership or nor did I ever receive any services or products from them. I was charged $49/month for 3 months. I was unaware of this charge happening because I in error had failed to check my credit card statement the past couple of months. When I did view the statement this month, I noticed the charges and reached out the Evernow. They informed me that because I read the provider's messages and did not reply back I wanted to sign up for the services that I wanted the services. So they charged me based on assumptions and unanswered messages. I advised I get many spam messages and often do not reply and did not think I had to worry about being charged for something simply because I did not respond to a message. They stated they would only credit me back for one monthly charge of $49 even though I never received any of their services. I asked for a full refund of $147/for the 3 months they charged and they refused.

  Business response

  10/02/2023

  Hello *******,

  Thank you for your update, and I understand your frustration. When you sign up for Evernow - you sign up for a membership, with optional treatment to be delivered upon ordering. We see that you read your messages from your Evernow medical provider, never mentioning that you would like to cancel your account. 
   
  In your support ticket we did address your concerns via billing/membership costs. If you do have any further questions, you can reach out to us at **********************************
   
  Thank you for your understanding, 
   
  *****
  

  Customer response

  10/02/2023

   
  Complaint: 20663573
  
  I am rejecting this response because: Just because I read the messages does not mean I agreed to their membership. I never agreed to the membership to begin with. I had only inquired about their services and never asked to sign up for membership. 
  
  Sincerely,
  
  ***************************

  Business response

  10/03/2023

  Hello *******,

  We do appreciate your response, and do apologize for the misunderstanding when you signed up for Evernow. We do abide by our refund/return policy and did issue a one time refund even though you fell out of that refund policy. 

  I did also attach the subscription policy that was attached to your signup confirmation. Which states as follows:

  "By clicking "Subscribe", you agree that you are purchasing an Evernow membership. After your discount expires, you will be charged $49 every month.You may cancel the subscription to Evernow at any time."

  Thanks,

  **********;

  Customer response

  10/03/2023

   
  Complaint: 20663573
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I currently use this service for hormone replacement therapy (HRT). In addition to prescription costs you have to pay a free either on a monthly basis or yearly. Since I was planning on using HRT for at least 1 year I paid 1 full year in advance. I had an issue with one of my medications - Estridiol. I was using the wrong dose because dosing was not communicated clearly. So in a nutshell a tube that they thought would last me 3 months only lasted 1. I was able to get ahold of the provider and they ordered a new tube for me through the pharmacy, but I am unable to place my order with the pharmacy - it does not say why. It just says I need to contact customer support. I verified by payment method was fine so it must be the discrepancy in refill time. I have desperately been trying to contact their customer service and am completely ignored/ghosted. There is no phone number so you have to either fill out a webform or email them. I have sent three messages so far and nothing despite it saying you get a response in one business day. Apparently the provider that I can get a hold of is leaving Evernow so soon I won't have anyone available. Unfortunately the provider cannot fix this order issue. I went them to either process and send me my Estridiol OR REFUND me the remaining prepaid months since they are not providing any service at all. They took my money and it seems like employees are bailing like rans on a sinking ship. The provider is leaving and they have no one to replace her, and no one is answering customer service emails AT ALL.

  Business response

  09/29/2023

  Hello ****,

  We thank you for your continued membership with us at Evernow and deeply apologize for the issue that you experienced while ordering your new treatment. I was able to reach out to you to let you know that our team has addressed this and I have confirmed that you were able to order your treatment. I have updated your support thread with us at *********************************** You may also reach out to your Evernow medical provider at anytime using this link: ********************************************************

  If you have any other questions, please know you may always reach us at ********************************** and we will reach out to you as quickly as we can! 

  Thanks,

  *****

  Customer Support Manager

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

  Customer response

  09/29/2023

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business has a misleading pricing structure and they make it impossible to cancel your subscription. They charge a MONTHLY fee to simply get a treatment plan and then they charge separately for each prescription. Its much more expensive than it would be working through a typical clinic. Id like a full refund but to do that Id need to be able to contact them. Emails dont receive a reply. The app has rebooted so it doesnt recognize me and there is no way Im going to start over and risk being double billed for medications I will never receive. I want a refund. I want a response. Ideally theyd change their deceptive marketing practices too but Im sure thats essential to their business model. *************************** ****************** ************

  Business response

  08/01/2023

  Hello *********,

  I'm so sorry to hear that you had a hard time getting a hold of our support staff. I searched our support email to see if we have any request regarding your account and unfortunately couldn't find anything under your email address of ******************. If you would like further explanation, please email us directly at *********************************** We're happy to provide support through our HIPPA compliant support system. 

  Thank you,

  *****
  Customer Support Manager
  evernow.com/faq

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I reached out to Evermore to help me with menopause symptoms. I was set up with a treatment plan: Estrogen cream and Paxil pills. I accepted/ordered each. Today I receive a shipment and it is only the Paxil pills. So I contact company and they won't respond to me (only email no phone). And then I get an email simple stating my treatment shipped, no explanation, but when I click on this email it says they are sending me more Paxil - NOT the estrogen cream that they somehow took off my treatment plan. They are so disorganized and do not know what they are doing. A supposed doctor prescribed me TWO medications, but they appear to be too stupid to ship me one of each. Now I will have to dispute the second shipment with my credit card. I was OK doing this service if I would just get my 2 medicines each month in one shipment. Now I will be getting everything separately multiplying my shipping costs, and I have to email them 100 times each month to get my items.

  Business response

  06/02/2023

  Hello ****,

  Thank you so much for your feedback regarding your order status with Evernow. To echo what I said in our support conversations, we deeply apologize for the miscommunication between our team and letting your know your correct treatment plan. We will do everything we can to gain your trust and hope to minimize your symptoms. Your other medication is on it's way - and should be arriving by Monday. (********************************************************************************************)  If there is any trouble, we will be sure to correct it right away. 

  We're happy to continue to offer you support through our HIPPA compliant support system.
  You can also message our Evernow medical provider directly at care.evernow.com.

   

  Thanks,

  Molly 

  Evernow

   

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 29 I paid for hormone support services to Evernow. They promise to contact within 24 hours. The have not. No phone support, which is fishy. I do not trust them and fear I've been defrauded.

  Business response

  05/03/2023

  Hello *****,
  
  I'm sorry to hear you had a hard time finding our contact information. The contact us page on our website at ********************************************** has our email address. The email confirmation from your sign up and the emailed receipt both have our phone number of **************.
  
  I see we have a couple open emails, text messages, and phone calls. We're happy to continue to offer you support through our HIPPA compliant support system.
  
  You can also message your Evernow medical provider directly at care.evernow.com
  
  Thanks,
  ****
  **************
  EVERNOW

*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. ↩