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:02/03/2025

  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 enrolled in an online program with ********. I was billed upfront for medication I never received. This company failed to respond to my multiple written request to provide detailed billing for the refund they decided to give me.The medical evaluation was done by ***, who was provided medical records and specialist's notes on my medical condition. Despite multiple attempts to get medical clearance my medical release forms were not followed up and then I was discarded from the program and provided a partial refund without explanation on how ******** calculated this amount. Average cost for intake with these online *** is $250 dollars. I also request that Nue.lie provider a refund of $1,149 instead of the $400 dollar refund they provided for a service they did not provide. After reading several of complaints against New life, I wish I wouldve done some research and reviewed this company who preys on those seeking mental health relief.

  Business Response

  Date: 02/04/2025

  ******** is committed to providing high-quality care and addressing our patient concerns promptly.  We have reviewed Gabrielas complaint regarding their experience with our program and would like to offer the following response:
  
  We understand Gabrielas frustration regarding the refund amount and lack of communication.  We apologize for any inconvenience or misunderstanding.
  
  Regarding the billing details, a Superbill outlining the services rendered and associated costs was sent to the patient on November 22, 2022, and is accessible through their ******** patient portal.  For added convenience, we are happy to resend this Superbill via email.  Patients can request this by contacting us at **************************.  To protect patient privacy, we require a signed HIPAA release before sending medical billing information via email.
  
  Concerning the medical clearance process, our team made multiple attempts to obtain necessary clearances from three different healthcare providers that the patient identified.  Unfortunately, the fax number provided was invalid, which hindered our ability to retrieve the requested information.  Furthermore, one of the requirements for enrollment in our program was the submission of discharge information from any prior Ketamine treatment. This information was not provided.
  
  ******** subsequently requested to cancel their enrollment, citing the delay in obtaining clearances.  This cancellation was processed, and the patient acknowledged their understanding of the situation in a conversation within the ******** portal on November 21, 2022.  Once the refund was processed, we received no further communication from the patient until this BBB complaint was filed.
  
  Regarding the refund, the patient received a refund of $749 (not $400 as stated in the complaint).  This amount represents the remaining balance after deducting professional medical fees and the cancellation of services, in accordance with our established policies.  These professional medical and cancellation fees are also outlined in our Terms & Conditions, which the patient agreed to during the enrollment process.
  
  We value all patient feedback and are continuously working to improve our processes.  We regret that Gabrielas experience did not meet their expectations, and we encourage them to contact us directly at ************************** to discuss this matter further.
  
  We are committed to clarifying any remaining questions.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted this company about at home Ketamine therapy. They told me they need a payment before I could start the process. I paid $1399 and scheduled an appointment to see if I qualified for the treatments and If it was going to work for me. I asked several questions before my payment however they told me they did not have this information and that I would get my answers during my first appointment. Well after this appointment It was clear to me that this company was not the right fit and asked for a refund. They took almost a week to write back and let me know I would only receive a refund of $749. This is an blatant Bait and Switch. I am also a disabled person like a previous complainant this company is taking advantage of people who need help. It really is disgusting!

  Business Response

  Date: 01/22/2025

  We understand ****** frustration and appreciate him bringing this matter to our attention.  At Nue Life, we are committed to providing patient-focused care and strive for transparency in all our interactions.
  
  We'd like to clarify a few points:
  
  Our Refund Policy: Our refund policy is clearly outlined in our Terms and Conditions, which he signed upon enrollment and is readily available on our website. This policy is in place to ensure both parties have clear expectations from the outset.
  
  Technology and Service Fees: These fees cover the essential infrastructure and support systems required to set up the patient portal and deliver our services. They are non-refundable as they are incurred regardless of whether a patient ultimately proceeds with treatment.
  
  Medical Consultation Fee: The initial medical consultation fee is non-refundable as it compensates our medical professionals for their time and expertise, even if a patient decides not to continue treatment.
  
  Partial Refund: In ****** case, as he is within the 30-day window, we have approved a partial refund of $749, he has been notified of directly.
  
  Continued Treatment Option: **** is more than welcome to continue with the program he enrolled in, if he chooses to do so.
  
  We value all our patients and aim to provide the best possible care and support.
  
  We encourage **** to reach out to us directly if he has any further questions or wishes to discuss his options further.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22839676
  
  I am rejecting this response because:

  The policies were not outlined anywhere for me at all. I gave the company a call spoke to someone on the phone. I had several questions that they were unable to answer. The representative told me that the way it works is to pay the fee start the onboarding and on my first appointment my questions will be answered. This is how their scam works. They want you to pay before answering any questions and then quote policies and procedures after. It is clearly a scam and unethical company only a full refund will be accepted. Again all that has happened is I called to talk to someone who did not answer any questions. I made a payment had one appointment to figure out if this was going to work for me. The answer was no I asked for refund and they only want to refund half my money those are the facts. This is the truth anything else they are saying is a lie.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/29/2025

  We understand ****** frustration and appreciate his honest feedback.
  
  We strive to provide transparent and comprehensive information to all potential patients, and we apologize if **** felt that our policies were unclear or that his questions were not adequately addressed during his enrollment process.
  
  We value all our patients and aim to ensure their satisfaction. After reviewing ****** case and discussing it with our leadership team, we were able to reach an agreement that addressed his concerns, even though we were within our Terms and Conditions.
  
  We can confirm that this agreement has been fulfilled and are pleased that we were able to reach a positive resolution.
  
  We continuously evaluate our processes and are committed to improving communication and transparency to ensure a positive experience for all our patients.
  
  We appreciate ****** feedback and the opportunity to address his concerns and wish him nothing but the best on his journey ahead.

  Customer Answer

  Date: 01/31/2025

   
  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

  Date:10/04/2024

  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 paid $725.00 up front. It was determined by Nuelife that I wasn't a good fit at this time. After I was told this I was informed that I wasn't getting my money back! Now!, I am 100 percent disabled and on a fixed income! I'll suffer greatly if not reimbursed! Please Help. *. ****** ????

  Business Response

  Date: 10/10/2024

  Thank you for sharing your feedback, Mr. ******* We understand your frustration and appreciate you bringing this to our attention.
  
  At Nue Life, we strive to provide the best possible care for our patients.  Our patient agreements are in place to ensure the safety and effectiveness of our treatment programs.
  
  After reviewing your account, we identified a breach of the agreement that unfortunately prevented us from continuing your treatment.  However, we recognize your unique circumstances and have worked with you to reach a resolution that we believe is fair to both parties.
  
  We value all our patients and are committed to providing support throughout their treatment journey.  We wish you the best in your continued health journey.

• Initial Complaint

  Date:01/26/2024

  Type:Sales and Advertising 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 for the ketamine sessions with a finance company they offer and they requested I get a medical clearance to start the sessions. I obtained clearance, they kept requesting additional forms be signed, and the company is avoiding me now. I want my money back they are unethical and stealing from people who are trusting them to get better and help with mental anguish. I will be contacting an attorney and the state attorneys office; you stole so much money from me. They didnt even call me email me after they decided to not service my medical appointments now I cant message the app or get anyone on the phone or email. I DONT WANT TO GET THE MEDICAL ATTENTION NOW, I want my money back, this is ***** to treat vulnerable people

  Business Response

  Date: 01/26/2024

  Thank you for sharing your concerns through your BBB review. You were contacted by our Readmission team to go over the details of your specific case.
  
  You were medically discharged from our program due to a lack of activity in your account for a prolonged period of time. As a medically supervised program, it is vital for us to ensure safe and supportive care, which includes maintaining active participation and communication with your medical provider and care team. You had communicated with us approximately one year ago that you would be meeting with your doctor to provide the necessary medical clearance, and did not respond to our efforts to follow-up on this clearance.
  
  We also want to acknowledge that you signed up for our program nearly two years ago. Given this timeframe, it's important to note that you are well outside the window for a refund, as per our established policies. Despite this, we remain committed to finding a resolution that acknowledges your situation. 
  
  We recognize the challenges you faced due to the discharge from the program and have implemented measures to prevent similar situations in the future. Our Readmission team has reached out to discuss options that *** facilitate your re-entry into the program. Your participation and experience in our program are important to us, and we are committed to improving our processes and communication.
  
  If you decide not to resume the program at this time, we understand. Once again, we apologize for the frustration you have experienced.
  

  Customer Answer

  Date: 01/30/2024

  Again, you all were bought out a few months ago. No one communicated with me after I submitted the proper info for medical release. I will be contacting the state attorney and my own attorney. You WONT GET AWAY with ripping me off. I see this is a common theme with the owners. When the attorneys see you have this complaint over and over its you do it on Trust Pilot site and here, you will end up with a class action suit. Im already searching out others you have STOLEN from. I will spend the money I would lose with you for this lawsuit to prove a point. Its the principle, you are taking advantage of vulnerable people.

  Customer Answer

  Date: 01/30/2024

  Again, you all were bought out a few months ago. No one communicated with me after I submitted the proper info for medical release. I will be contacting the state attorney and my own attorney. You WONT GET AWAY with ripping me off. I see this is a common theme with the owners. When the attorneys see you have this complaint over and over its you do it on Trust Pilot site and here, you will end up with a class action suit. Im already searching out others you have STOLEN from. I will spend the money I would lose with you for this lawsuit to prove a point. Its the principle, you are taking advantage of vulnerable people.

• Initial Complaint

  Date:01/16/2024

  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.

  I signed up for a ketamine program through Nue life. ****** per month for 12 months with a total of 18 doses. I had to see *************** after receiving the 2nd dose due to high blood pressure. My doctor ******* release me. He said it was dangerous for a cardiac patient. I was told that I could not continue the program until my doctor released me. He *******. Now I am being asked to pay ******* for the remainder of the program which I cannot get or use. I have asked for an itemized invoice ******** refuses to give me a copy. I have been in contact with them for months trying to get this solved. Please help.

  Business Response

  Date: 01/18/2024

  Thank you for reaching out and sharing your concerns. We understand your situation regarding the ketamine program and the health concerns that arose after your second dose, and your safety and well-being are our top priorities.
  
  In August 2023, we adjusted your contract with ********, our financing partner. The original contract for the larger program, which was $3,000, was reduced to the cost of our introductory program, $1,399, in light of your inability to continue with the treatment due to medical advice.
  
  We have now canceled your contract with ********, and there will be no further payments required from you. We hope this resolution helps alleviate some of the stress and concerns you have been experiencing.
  
  If you have any further questions or need additional assistance, please feel free to reach out to us directly. We are here to support you and ensure that your concerns are addressed satisfactorily. We apologize for any inconvenience or distress this situation may have caused and appreciate your understanding as we work to resolve this matter.
  

• Initial Complaint

  Date:01/15/2024

  Type:Sales and Advertising 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 purchased a package for over $2000 for an at-home ketamine treatment in Dec 2022. I received my first shipment and in late January 2023, had asked if I can delay my treatment a few months since I was dealing with work and home life issues. They agreed and said I could delay my treatment. I reached out in the summer and again in September to start back on my treatment and they wouldn't render the services I bought or offer a refund. They've continued to string me along saying they'll talk with their advisors and get back to me.

  Business Response

  Date: 01/26/2024

  Thank you for sharing your experience and the challenges you've faced throughout this process. We sincerely apologize for any inconvenience and frustration you have encountered. The approach taken by our previous leadership regarding patient discharge due to inactivity has presented significant challenges for our team. However, we are committed to rebuilding trust and improving our processes, particularly during the transition from the previous management. Our efforts are focused on rectifying these issues and ensuring that our patients, including yourself, have the opportunity to continue their journey with us in a productive way.
  
  In recognition of your unique situation and as a gesture of our commitment to your care, we will be waiving the readmission fee for you, allowing you to re-enter the program and access the services you originally purchased. Our readmission team will be in contact with you by early next week to facilitate your return to the program.
  
  We value your feedback and are here to assist you in navigating this process. If you have any further questions or concerns, or if you would like to discuss the details of your readmission, please don't hesitate to reach out. We are dedicated to ensuring a positive and supportive experience moving forward.
  

• Initial Complaint

  Date:01/05/2024

  Type:Sales and Advertising 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 became a patient of NueLife last year to begin treatment for longstanding depression, anxiety, and trauma. I used their products several times, but decided to take a brief break and communicated with the treatment team via their app that I would like to speak with them about this. I never heard back from then and then later received a notification they were dismissing me as a patient. I immediately contacted them to re-start services and express my desire to continue. I heard back and they guaranteed a respond to me by 9/31/2023. I have sent numerous emails since and have heard nothing back. I have tried to use their online portal without success as well. I paid a large amount and only had 4-5 treatments. This is unacceptable, harmful, and I would like a refund.

  Business Response

  Date: 01/16/2024

  Hello ******,
  
  Thank you for bringing your experience to our attention. We want to sincerely apologize for any communication challenges you've encountered and the impact this has had on your treatment journey. I can only imagine how frustrating this must have felt for you. This is absolutely not what we want for our clients, and we're committed to doing better- your journey at Nue Life is truly valued.
  
  Since the transition to new ownership in the last quarter of 2023, our focus on resolving past issues and enhancing patient care has only grown stronger. We are fully committed to ensuring that each patient's concerns, including yours, are addressed thoroughly and with the utmost care and attention.
  
  We apologize for your experience. Based on our records, our last communication with you in the patient portal prior to your discharge was a conversation with your provider in March 2023, which is why you got caught in the discharge by inactivity. We understand that the discharge process has taken longer than expected to resolve, and again we sincerely apologize for any inconvenience this may have caused.
  
  We want to assure you that we've been working diligently behind the scenes to find solutions, and we're happy to share that we now have discharge options available that can ensure a smooth and comfortable transition for you. To discuss these options further and answer any questions you may have, a member of our dedicated Discharge Team, will be contacting you within the next 24 hours via email.  
  
  Your experience matters deeply to us, and your patience and understanding during this transition period are greatly appreciated. We are eagerly looking forward to assisting you in resuming your journey.
  
  With gratitude,
  Nue Life Support

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21102263
  
  I am rejecting this response because:

  They did not offer a refund. I want a refund as they did not provide the product or service they committed to. Im amenable to a 75% refund. This is abhorrent behavior by a mental health company. As a licensed psychologist, Im horrified and would never recommend this company to patients. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/26/2024

  Thank you for voicing your concerns and providing your valuable perspective. We truly understand the challenges you've encountered throughout this process and wish to offer our heartfelt apologies. 
  
  In light of the circumstances and your specific situation, we want to acknowledge that communication could have been more effectively managed. Our previous leadership's approach to discharging patients by inactivity has left the remaining team in a challenging position, but we are working tirelessly around the clock to rebuild trust. The delay in providing readmission options, which occurred during our transition from previous management, is something we are earnestly working to rectify. These efforts include offering fair and accessible readmission options, a priority for us in addressing the concerns of our patients. Our team is dedicated to ensuring that our patients have the opportunity to continue their journey with us, and we are committed to upholding the highest standard of care.
  
  Your ongoing dialogue with our team at ****************** is an important part of this process. We have offered you options for readmission as a means to re-enter the program and access the services that were originally intended for you. Our aim is to support you in a manner that reflects both empathy and understanding.
  
  We appreciate your willingness to engage with us and share your thoughts. Your input is invaluable as we continue to refine our program and enhance the patient experience. We are here to support you and work towards a fair resolution within our policies that respects your needs and experiences.
  
  

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21102263
  
  I am rejecting this response because:

   

  They have not offered reasonable re-admission theyve offered for me to pay even more money and did not offer any sort of refund. This is supposed to be a mental health company and the way they ignored their patients is borderline abandonment and unacceptable. I want a partial refund. This process has been distressing and frankly has further worsened my mental health symptoms. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/28/2023

  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.

  All righty where to begin. March or April I believe it's on the 19th I signed up with this company to receive six treatments. Spent 500 up front and finance the rest of the $1,000 with affirm. Had a great introduction with my customer care team who went over my ********************** care needs and whether I qualified for the program. Was sent my first dose. And it specifically says that you need a sitter because this is in-home treatment and life-threatening health concerns could arise. My sitter happened to be my mother the only one that I trust. Unfortunately her mother was in hospice and she had to go to ******* for several months to take care of her before passing away. Now when you sign these terms of agreement or contract whatever it is in it. I don't think anybody can read those without being a lawyer. Anyhow they want you to maintain contact through the app, which *****, terrible UI. Anyhow on October 13th I was informed that I was admin dropped. And that within that 7 months our contract had expired because I didn't maintain contact with the customer care team. Not knowing that there was specific term limits on time passing or receiving any phone calls or emails from the company warning me of such. I messaged the customer care team and was giving an email address. I sent a few emails never heard anything back. There was no phone number to contact this company. I find it ridiculous they have my phone number and my email address they could have contacted me and explain that my program was expiring. After doing research and learning about the company they were just purchased by another outfit recently. I'm assuming that's why they dropped a lot of people to get us off the books. Anyways I've done a little digging and apparently a lot of them employees there have valid claims that the company has been mismanaged. Anyhoo I don't want a full refund I'm just looking for a partial refund I think there's fault on both sides. But in the end I cannot recommend them. $1,500 gone

  Business Response

  Date: 01/08/2024

  Hello ****,
  
  I want to start by expressing my empathy for the challenging situation you've faced, especially concerning your mother's health and the loss of your grandmother. It's clear that these circumstances significantly impacted your ability to continue with the program, and we understand how difficult this must have been for you. 
  
  We understand your frustration and disappointment, particularly in terms of communication and the unexpected changes following our recent acquisition. As you mentioned, Nue Life has indeed undergone significant changes recently. As part of this transition, we've been diligently working to address concerns like yours and to find fair and reasonable solutions for our clients who were administratively discharged due to inactivity.
  
  We recognize that the terms of our program can be complex, and we have made significant improvements to our communications around the administrative discharge process in the time since our acquisition.
  
  Our Discharge Team is actively reaching out to individuals affected by this situation, offering resolution options and guidance on next steps. If you haven't already been contacted, please expect an email from our team to the address we have on file for your account. They will be able to discuss your specific circumstances and explore potential options for a partial refund or other resolutions.
  
  Regarding the app's user interface, we acknowledge that there's always room for improvement, and we're continuously working to enhance the experience for our patients. Effective communication is a cornerstone of our service, and we're committed to making our app as user-friendly and efficient as possible.
  
  While we regret that your journey with us didn't meet your expectations, we hope to have the opportunity to address your concerns and find a satisfactory resolution.
  
  Thank you for taking the time to share your experience.
  
  Warm regards,
  Nue Life Support

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21068196
  
  I am rejecting this response because: 

  I thank you for your response but I just received paperwork from an attorney that your company is bankrupt. I'm going to be filing a claim with them to try to receive some of my money back which is Highly doubtable since you owe debtors close to $3 million. In the end the customer always gets the shaft.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 01/18/2024

  Thank you for reaching out and expressing your concerns. We understand how receiving such paperwork can be concerning. It's important to clarify that the paperwork you received pertains to the old company that previously owned Nue Life. Nue Life has since been acquired and is under new ownership. This change means that we are no longer operating under the same management or financial structure as the entity that declared bankruptcy.
  
  We are committed to providing the highest quality of care and support under our new ownership, and our discharge department has been actively in contact with you. If you have any further questions or concerns regarding your treatment, the acquisition, or the bankruptcy paperwork, please don't hesitate to reach out to us via that channel of communication. We are here to assist you and provide any necessary clarifications.
  
  

• Initial Complaint

  Date:11/30/2023

  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 registered for Nue Life through MyKetamineHome and signed up for financing to make 12 payments of ****** for 18 doses of ketamine treatment and access to their online portal. I attended appointments as requested and otherwise took the medication as needed. I received a total of 11 doses and got an email stating that I was being administratively discharged due to their "policies" (which are not accessible on their website, nor was any forewarning or further explanation provided). I reached out via email to let them know I had intended to reach out soon for another appointment/more medication, and was told my case would be investigated with no response.Fortunately for me, the medication worked very well, and I did not needed as frequently as they had apparently intended for me to take it. I think discouraging responsible use of a medication by penalizing people for not overusing is ridiculous. In addition, providing no forewarning or clarification on why this was happening despite receiving thousands of my dollars is outrageous. An attempt to follow up with patients who have been "inactive" would imply they genuinely care about patients. I was offered to sign up for another very expensive plan despite not receiving what I had already paid for, so all told it seems like nothing more than a cash grab. There are many other companies providing ketamine treatment, and I would advise avoiding this one at all costs.

  Business Response

  Date: 12/13/2023

  We appreciate you sharing your experience with us. We understand that communication is key in healthcare, and we regret any confusion caused by our administrative processes. We acknowledge that our policy regarding administrative discharge may not have been clearly communicated. We are confident that under our new ownership, we are making the necessary operational changes with this regard.
  
  We are glad to hear that the treatment had a positive impact on your wellness. We value responsible usage and our intention is never to encourage overuse of medication.
  
  We will be reaching out to you directly via email in the coming week to discuss your situation. We offer standard readmission for patients who were discharged due to inactivity, which involves a consultation fee.
  
  Thank you for your review and for sharing your experience.

• Initial Complaint

  Date:11/10/2023

  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.

  On 30 Aug 2023 I paid $1399. using an HSA account for an at home Ketamine treatment plan that provides online support with 6 Ketamine lozenge therapy sessions. Before any services were used, I decided I was uncomfortable partaking in this online program. On 9 Sep 23, I informed Nue.life, via their online chat platform, that I would like to opt out of their program. On 13 Sep 23, Nue.life indicated they would refund the $1399.00 minus $150 cancellation fee.Since then (now over 2 months) I have requested status of my refund numerous times, with response that "cancellation is pending"

  Business Response

  Date: 12/05/2023

  We acknowledge and understand the legitimacy of your complaint regarding the delay in processing your refund, and we sincerely apologize for the frustration and uncertainty it caused.
  
  Your situation occurred during a period of significant management and ownership transition within our company. This transition, while ultimately positive for our future, unfortunately led to complexities and delays in handling certain processes, including your refund. While your case was not overlooked, it was impacted by the decisions made under previous management.
  
  While we can confirm refund has now been issued, we understand that this resolution had taken longer than either you or we would have preferred, .
  
  Moving forward, we are under new management, which has brought about much-needed improvements in our operations. Our commitment to providing a seamless and responsive service experience has been reinforced, and we are dedicated to ensuring that situations like yours are not repeated.
  
  We are grateful for your patience and understanding during this transitional phase. Please feel free to reach out to us for any further assistance or clarification. We are here to support you and are looking forward to providing a higher standard of service in the future.