ComplaintsforMaximus Health, Inc
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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I changed my subscription with Maximus a few months ago. I went from their native testosterone subscription to the native + oral TRT subscription. For the past few months, ai have been paying for the more expensive, new subscription, bit haven't been receiving the correct medications that match the subscription. I reached out to maximus to fix this. They sent me another blood work kit, which I completed, and told me that they would send the correct meds after my results came back. My labs have resulted, but I'm still getting the incorrect medications and paying for the more expensive subscription. I requested a refund for the difference in subscription price, but they haven't given me one.Business response
06/26/2024
On 05/23/2024 his lab results came back *** (not suitable for analysis) and QNS (Quantity not sufficient). Our doctors are required by law to review various health markers before they can prescribe testosterone replacement therapy. High hematocrit, for example, can lead to polycythemia, making the blood "sticky" and harder for the heart to pump and leading to high blood pressure and an increased risk of stroke and heart attack. A message was sent to the patient explaining that we needed him to resubmit his lab work, and when we didn't hear back, one of our customer success reps who was already in contact with him followed up twice to see if he received the message. He did not respond despite our ticketing software confirming he had seen the emails. He then reached out to us about charges on 06/14/2024 and asked why he didn't receive the Oral TRT medication he had ordered. The ** rep responded explaining that we needed him to resubmit his lab work and offered options to redo the lab test. The ** rep escalated it to our Customer Success Lead who offered to credit/refund the charge difference between the original subscription and the new subscription, in addition to providing a free lab kit even though Maximus isn't responsible for results being not suitable for analysis. He responded confirming he'd like to be refunded and receive a free lab kit. We calculated the difference and provided him the amount we owed him and a free lab kit. He replied that he appreciated the breakdown and the solution we provided.
We have since emailed him June 19th, June 24th, and June 25th and have not heard back. We are eager to provide the service he purchased. He can contact us by responding to the support rep who has been trying to contact him, via the chat widget in his dashboard, by email at ************************************** or by phone at **************.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.