ComplaintsforPlume

• Initial Complaint

  08/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They cancelled my subscription and medication without trying to take the payment. Basically saying I didn't pay when the money was sitting in the account just waiting for them to charge it. I just need my account reinstated and a discount for the days I wasn't able to pick up my medication.

  Business response

  09/11/2024

  This member had multiple past-due payments. On 7/29/24, the member paid for one of those payments. We notified the member that there was still one past-due payment and that we needed confirmation from them before we charged the card. This would need to be paid before 8/27/24 to remain an active member (see attached screenshot).

  Our company policy is to get explicit confirmation from our members before running their card on past-due payments. That policy was communicated in the message to this member sent to the member on 8/23/24. We explicitly say, "Please note that cancellations are done manually" (see attached screenshot).

  Our billing specialists made every effort to keep the member informed and sent three messages to the member notifying her of past-due payment before we sent the cancellation notice. See attached screenshots for proof of notification from this member's message thread (dates of messages 7/29/24, 8/23/24, & 8/27/24). The final notice (cancelation) was sent on 8/29/24. That is when the patient finally sees all of our messages; there are time stamps of seen messages by our members within Spruce (our HIPAA-certified messaging platform). Had the member read our previous messages, they would have seen that past-due payments are run manually and that we needed confirmation.

  The same day that the member responded (8/29/24), we quickly restarted the membership, and notified the member that the last past-due payment was paid. But also notified the member that there is still one past-due payment that needs to be paid (before 9/27/24), and that she needs to notify us of when she wants us to process it. This membership is still active on the day of this response with one past-due payment.

  All screenshots are from the member's thread, but have been edited to remove any personal information about the member.

  Business response

  09/11/2024

  This member had multiple past-due payments. On 7/29/24, the member paid for one of those payments. We notified the member that there was still one past-due payment and that we needed confirmation from them before we charged the card. This would need to be paid before 8/27/24 to remain an active member (see attached screenshot).

  Our company policy is to get explicit confirmation from our members before running their card on past-due payments. That policy was communicated in the message to this member sent to the member on 8/23/24. We explicitly say, "Please note that cancellations are done manually" (see attached screenshot).

  Our billing specialists made every effort to keep the member informed and sent three messages to the member notifying her of past-due payment before we sent the cancellation notice. See attached screenshots for proof of notification from this member's message thread (dates of messages 7/29/24, 8/23/24, & 8/27/24). The final notice (cancelation) was sent on 8/29/24. That is when the patient finally sees all of our messages; there are time stamps of seen messages by our members within Spruce (our HIPAA-certified messaging platform). Had the member read our previous messages, they would have seen that past-due payments are run manually and that we needed confirmation.

  The same day that the member responded (8/29/24), we quickly restarted the membership, and notified the member that the last past-due payment was paid. But also notified the member that there is still one past-due payment that needs to be paid (before 9/27/24), and that she needs to notify us of when she wants us to process it. This membership is still active on the day of this response with one past-due payment.

  All screenshots are from the member's thread, but have been edited to remove any personal information about the member.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am unable to get my medication. Apparently, my "doctor" sent the prescription but ********* said they did not have it. I reached out to PLUME on 8/11/2024, they responded on 8/12/2024 and advise me to wait 2 business days for a response. I have not received a response, there's no number to reach an actual human. I wasted $100 on a membership that is hindering me from continuing my transcare properly. This can affect my mental and emotional health if nothing is rectified. This is highly deceiving, I could've just used a doctor elsewhere.

  Business response

  08/23/2024

  On Sunday, 8/11/2024, at 10:58 AM (PDT), the patient messaged us about an issue with his pharmacy, which notified him that they did not receive the prescription we sent on 7/25/2024. In this same message, the patient also stated that he has had this issue with this pharmacy before (illustrated in the screenshot provided). On Monday, 8/12/2024, at 11:34 AM (PDT), our **** contacted the patient's pharmacy ************ who then notified our **** that they had yet to receive the prescription, and the pharmacy stated that another would need to be sent. This same day at 11:38 (PDT), the **** paged the provider, notifying him that he would need to send a new prescription (illustrated in the screenshot provided). We notified the patient of this update the same day at 12:42 PM (MDT), also informing him that we would get back to him in 2 business days (as seen in the screenshot the patient shared. There were no visible issues with the prescription going through to the pharmacy.

  On Wednesday, 8/14/2024, the patient messaged us at 6:47 AM (MDT) back, asking for any more information on the prescription being sent back out. Our automation messaging states that if the member sends another message, it will put their message to the back of the queue and can delay response time (illustrated in the screenshot provided). On the same day, at 2:16 (PDT), the patient started sending multiple messages, delaying our team's ability to see his message.

  On Wednesday, 8/14/2024, at 5:53 PM (PDT), the patient's provider messaged him, notifying the patient that it had to be a pharmacy issue as the prescription went through from the provider's visibility. At 5:57 PM (PDT), the provider resolved the page about the problem (illustrated in the screenshot provided). The patient responded to the provider that he thinks the pharmacy is also having the issue, reiterating that he has had this issue with this same pharmacy before (as illustrated in the screenshot provided). The provider recommended sending the prescription to a new pharmacy, as the pharmacy itself is causing the issue.

  The patient agreed and sent the address of the new pharmacy to which he would like his prescription sent. On 8/14/2024 at 6:01 PM (PDT), the provider notified the patient that the prescription had been sent to the pharmacy (as illustrated in the screenshot provided). At 6:02 PM (PDT), the patient expressed his gratitued by stating, "Thank you so much!"
  After that message, we have not received any further communication from the patient. So, the patient was apparently able to pick up his prescription from the new pharmacy.
  

  All information provided here is accompanied by screenshots with timestamps that will corroborate the information provided within this statement. Some information has been redacted to protect the patient's information and identity.

  Customer response

  08/23/2024

   
  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 fully explained that chat services are NOT 24 hours and sending multiple messages within the chat will put my inquiry at the bottom of the list. Also, the nurse and doctor personally reached out to me to let me know every step they took to figure out the issue with my prescription. They suggested using a different pharmacy and I have not had any problems since. The nurse also followed up with me to ask if I would still like to continue services with Plume. And if not, they would cancel services. I would like to continue services with Plume now that I have a full understanding of what to expect and how to get any issues resolved. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My prescription refills the 26th of every month, when i messaged them asking for a refill on the 29th i was told they sent the request to my provider, know its the 3rd and ive had no response so i sent a message asking when id get a new refill sent and they sent me back a message saying they reciemy bloodwork and that i need to set up a follow up appointment to get my refills sent, so ive i went to set up a follow up and the mext available follow up isnt for 2 weeks so i have to miss a total of 3 doses. Ive sent messages and ive gotten no response. If im having to wait a month to get a refill i dont see why im paying for this month.

  Business response

  05/08/2024

  The member messaged on 4/26/24 about needing more refills and changing the pharmacy, stating that the need was not urgent. On 5/1/24 a customer support agent requested that the member send us the address of the updated primary pharmacy also noting that once we have the new address we can send the refill request to the provider. The member responded same day with the address, and the member's provider was paged for a refill request. On 5/3/24 the provider resolved the request and sent out the refill to the updated pharmacy.

  Also, on 5/3/24, the member reached back out since the refill had not been able to be filled and asked if the script had been sent out. A customer support agent messaged back with a copy of the member's labs and also our standard process for appointments with labs. Understandably, the member needed clarification due to the standard lab messaging, which discussed that refills are typically addressed during lab appointments. However, the member voiced concern, and a customer support agent contacted the provider directly for clarification.

  The provider was paged on 5/6/24 about the member's concern and the provider responded the same day that the refill had already been sent on 5/3/24 but there was a transmission error on the refill and resent the refill. On the same day, a VRN, ensuring a thorough follow-up, contacted the member's pharmacy to ensure that the refill had arrived, which it had, and notified the member that the refills should be available for pickup.

  This issue is resolved. Screenshots have been provided to confirm dates and communications about the issues.

  Customer response

  05/08/2024

  The script wasnt actually sent out till the 6th and i have screenshots of the entire conversation with the dates. I also put the issue was not urgent bc they usually respond next day. I requested a refill on the 29th once I realized i was out and had no more refills. I was also infromed that the refills might not be sent out till the dr veiwed my blood work *** i had my follow up appointment, it wasnt until the 6th of may that i got a message saying my prescription was sent out. 

  Customer response

  05/08/2024

  The script wasnt actually sent out till the 6th and i have screenshots of the entire conversation with the dates. I also put the issue was not urgent bc they usually respond next day. I requested a refill on the 29th once I realized i was out and had no more refills. I was also infromed that the refills might not be sent out till the dr veiwed my blood work *** i had my follow up appointment, it wasnt until the 6th of may that i got a message saying my prescription was sent out. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BUYER BEWARE!!! Plume, for 99$ a month, offers trans people the opportunity to meet with an LGBTQ knowledgeable provider and get a prescription for HRT. They respond quickly and promptly until your appointment, after which point NO ONE would respond to any of my messages or phone calls. They sent my testosterone prescription to a pharmacy that had been put of stock for over 3 months and said they're on nationwide backorder and don't expect to get a refill for several more months. They can't forward my script because T is a controlled substance. I have been contacting my care team on Plume for 5 days now!! Monday through Friday each and every day, but they refuse to respond. They scammed me out of 99$ and their statement that you can access ************** is a blatant misrepresentation and false advertising! This was a bait and switch, where they convinced me it would be an effective telehealth program and on reality it's a mill to access trans people's payment methods and then exploit them for cash without delivering on the promises made. Very predatory company, I don't recommend them at all!! Buyer beware!!!

  Business response

  05/23/2023

  Once we received this person's messages, we immediately called on the phone. We asked them if we could give them some details about what happened and if there was anything we could do to support them in the situation. They chose not to have any conversation about the situation and asked for a refund and to cancel their membership with **, which we stated that we could do for them. We asked if there were any final questions that I could answer before ending the call. They asked how long it would take for the refund to process, and we explained that it could take up to 3-5 business days. After the call ended, we immediately refunded their money and canceled their membership with **.

  Customer response

  05/23/2023

   
  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

  01/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company is a membership service which offers Gender Affirming Hormone Therapy among other services. The membership is supposed to provide access to medical experts to discuss your medication regime and prescription writing services. My prescription has needed adjustment for weeks, but they will not respond as promised. They also do not offer any mechanism to cancel the service, despite the fact that they are not providing the promised benefits. I have been waiting for over 5 weeks.

  Business response

  01/12/2023

  We are sorry that you have not had a great experience with Plume. Our response time are typically within 2-3 business days, but due to high demand over the holidays there has been a delay with responding to members.
  
  Your provider has reached out to you in your patient thread, and after reviewing your experience we are issuing you a refund for the month of December for the inconvenience caused. If you have any other questions or concerns that you would like to discuss, please feel free to reach out to us on Spruce or via email at **********************************.
  
  We are sincerely sorry for the frustration caused, and hope that we can meet your expectations moving forward.
  
  Our best,
  The Care Team at Plume

• Initial Complaint

  12/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed of for $99/mo. for telehealth visits from "licensed practitioners in my state." Well. Paid my money. Sadly. Turns out they had only 4 appointments between 12/5/22 and the end of the year. I worked during those few 1 hour timeslots and complained. Was given a reschedule link that didn't work. Complained. Was given a reschedule link that worked - for the, now, 1 and only opening that also was during my work hours/days. Complained. Was given a reschedule for ******* link that didn't work. Complained. Now, they do not list my state, (WI) as serviced any longer, and to log into your account you have the specify which state you live in first. Must be a compliance thing. Just for fun I tired a different state - "username and/or password incorrect". Nope it's not. End result: I can't log in to cancel my membership. They do not reply to emails or calls. They do not reply to messages on their ""Spruce" phone app - a chatbot does the answering. My credit card people won't dispute as it was an authorized recurring transaction.

  Business response

  01/06/2023

  Hi there,

  I'm Luci, one of the care coordinator managers at Plume. I am sorry that you have not had a great experience with our systems. Even though our system does use automation to ensure that you are directed to the right place, I can assure you that the ****** Services Team at Plume is comprised of actual people, most of whom being trans, non-binary, and gender non-conforming folks. Our response time is typically within 2-3 business days due to demand.

  I have issued a refund of $99 to you and the money should appear in your account within 3-5 business days. I have also reached out to you in your patient thread in Spruce with this information. If you have any other questions or concerns that you would like to discuss, please feel free to reach out to us there.

  Thank you

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

  Care Coordinator Manger at Plume

  Customer response

  01/07/2023

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

*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. ↩