ComplaintsforSynergy Health Network Inc.

• Initial Complaint

  12/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On December 9 I found out I had contracted Covid. I was in search of getting a referral for treatment and came across the company synergy health network. Since the time was of the essence, I agreed to their $500 plan, which was to enable a Tele visit from a doctor. I waited throughout the afternoon and never heard from anyone so I went ahead with a different service Eventually the company called me back much later and I said I have no need for the service. Thank you. Can I please cancel the call and they said yes, so later I go to check my **************** and the $500 charge is there and has not been refunded. Ive been received a call from the company today. Spoke with someone and they said that the the refund has been processed, and that I should see a refund within 24 to 48 hours. 15 minutes after that call I got another call saying that the refund has been denied because I had a greed to their terms however, as I stated I never received the service for which I paid because of their delayed response.

  Business response

  12/18/2022

  After conducting an investigation, these are the findings:
  1. The patient signed up online last December 9, 2022.
  2. The patient was able to sign the consent/agreement, meaning he agreed to the terms and conditions that state the "NO REFUND POLICY."
  3. The patient was called by the ****************** a few hours after he signed up.
  
  Actions done:
  1. We called and tried to pacify the patient and explained the consent/agreement that he signed, which states the "NO REFUND POLICY."
  2. We offered a credit on the account that he can use anytime he prefers for any services.

  Customer response

  12/19/2022

   
  Complaint: 18603962
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business response

  12/21/2022

  The consent/agreement signed by the customer last December 9, 2022, at 1:44 PM, clearly states that "If you purchase Synergy Services on a fee-for-for service basis NO REFUNDS WILL BE ISSUED NO EXCEPTIONS." and "By signing this Agreement, You acknowledge that there are NO EXCEPTIONS to Synergys NO
  REFUNDS policy for ******* Services."

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Ivermectin from this provider finding their phone number on ********* Frontlinedoctors (AFLD) and requested Ivermectin. I had one phone call from a person from *************** who called himself a Doctor stating he was a nurse. I paid an extra fee to have it delivered within 2 days. I was going to pay **$150.00 for 9 pills and **$250.00 for the call, however the package did not arrive until 12 days later. I contacted the company several times and returned the package straight from the post office and the synergy Health claims that there is a "non refund policy", however the copy of the contract they sent to my credit card was unknown to me and I never signed. synergy went ahead and stated that I sent a text to them saying it was "okay" which is impossible because my cell phone is suspended due to a hacker, as well as my computer, for months. To make things really difficult, Synergy sent ***************************************************************************************************** double copies shuffled on the back of other paperwork they printed, nothing to do with me, they created a mess that took weeks to just follow it because of endless copies placed without order or number . They got those copies out of 6 papers they have prepared. They claimed that $250.00 is for a prescription that I was sent to my pharmacy, and they don't know where my pharmacy is and I was clear when I explained that a prescription would not do me any good because pharmacies in my area do not fill a prescription for ivermectin. Of course you can buy it for **$2.00 a pill via a physician but you have to wait for a visit and probably be tested, to avoid all that I was willing to pay **$400.00, but ********* arrived too late and it was returned. With a massive amount of paperwork without page numbers and most ineligible, except for the title "find below the client agreed with the contract" but there's nothing below except 36 pages of marry go round. What a nightmare...

  Business response

  04/16/2022

  After conducting an investigation, these are the findings:
  1. The patient had an appointment with Synergy last January 18, 2022.
  2. Synergy offered shipping for his medications and agreed with it since local pharmacies near her home doesn't dispense the prescribed medicine.
  3. The patient was able to received her medicines.
  4. The patient filed disputes with her bank for the amount she paid for the consultation and shipping, filed disputes are still under review.

  Actions done:
  1. We tried to call the patient but reached her voicemail.
  2. We sent a message informing her that we have received an e-mail regarding her complaint/concern and requesting for an available time to talk to her so that we can find ways how we could resolve her concern or settle the issue.
  

   

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order from Synergy Health DPC on 2/22/22. Order #**** receipt #****-7897 in the amount of $114.98. The order was for a portable nebulizer and the sinus trilogy. On 2/28/22, I called the phone number listed on the email receipt that they sent me, 4 times, to find out the status of my order. The reason I had to call 4 times was because 3 of the people I spoke with hung up on me without resolving the problem. I was obviously upset by the way I was being treated. I spoke with people who had no information or access to information about direct orders from their website. I confirmed everything they asked me to confirm. They could not locate my order and would not give me any information on who to call to get the status of the order. The last person I spoke with (*********), said she was waiting for information from an internal department and and she would call me back (before the end of the day) with the status of my order. She did not call me back, as she said she would do! It has been 7 days since I placed and paid for the order. If the order is not in their system, I am not confident that I will receive it. I have never dealt with such an unprofessional and seemly fraudulent company. I'm thankful that I did not trust my health to them, after seeing how terribly they have handled an order for their products! I am filing this complaint because they have either lost my order or are a fraudulent organization. Either way, I paid for an item they offered on their website (synergyhealthdpc.com) and they have no history of my order and are refusing to refund my money. I was told by *********, to call my bank to get my money back!! Thank you for assisting me in getting this resolved.

  Business response

  04/15/2022

  After conducting an investigation, these are the findings:
  

  1. Customer ordered online at ******************** website.
     
  2. Customer ordered a portable nebulizer and sinus trilogy and was delivered to her last March 2, 2022
  3. Customer requested a tracking number

  Actions done:
  

  1. We tried to call the customer last April 12, 2022, but she was unresponsive.
  2. We sent also sent a message last April 12, 2022, but the customer has no reply up to this day.

  Please let us know about the next step so that we could reply accordingly.

  
  

  Thank you!
  

   

  Respectfully yours,

   

  
  

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

  Team Manager
  

  Customer Service and Billing Department

  Customer response

  04/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. However, their investigation did not include the poor customer service I 

  received from the company.  I did not receive any communication from them in the form of calls, emails or texts.  I accept the fact that I finally received the product I ordered. 

  I am not happy with the way the company chooses to deal with customers.  Thank you for your help in getting the product I paid for.

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

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 12th 2021 I, along with my daughter and father, completed a telemedicine appointment with Synergy Health. We were charged for our initial telemedicine appointment and agreed to 2 additional months of service. Charges were taken from my account on August 12th and also on the 12th day of September and October. A total of $382 has been taken from my account and $94 from my fathers account. The agreement was that we would receive medicine for preventative care of ***** and in addition we could contact and receive their services for treatment of active *****. From day 1 we have received absolutely nothing from Synergy Health. We never received any medication, and have been unable to contact their office. I have left many messages that have not been returned. Any time I have been able to reach someone I have been promised that they would check into my situation and call me back. NEVER HAPPENED!! I have also been put on hold and the representative never returned to the call. I have never dealt with a more unorganized and mismanaged company in my life. If one of us were to have contracted *****, I find it highly unlikely that we would have been able to reach anyone for their services. I feel I have paid a fortune for absolutely nothing! I have since found the services of another company and would like a full refund of all money paid. I have tried to solve this directly with Synergy Health for weeks with absolutely no resolution. Please help me to receive the refund that I so greatly deserve. I am not a wealthy person and I feel as if I have been greatly taken advantage of. I truly appreciate your services... Thank you!

  Business response

  11/02/2021

  Date Sent: 10/31/2021 8:28:38 PM
  

  Due to the high volume of calls we are receiving from sick patients, and processing all medical prescriptions and recommendations, we failed to attend to ******************************* request on time. In our attempt to save people's lives', we admit that we have a room for improvement and I explained that to ****************************.

  She was a very kind and understanding person and we appreciate her understanding on the situation.

  She even told she is aware of what we are doing and that she did this step to get our attention and share how we can improve our service.

  We came up with an agreement of providing them a free sick consultation for her, her father, and her daughter.

  She sent me an email of appreciation and we definitely are more motivated in serving our needy patient and members.

  We also cancelled all pending invoices and ended tehir monthly payment as members.

  On behalf of Synergy Health, we would like to express our gratitude to her and the whole team of BBB for reminding us that we need to work better in delivering our service to all of our patients.

  We promise to keep on improving and listening to our members/clients feedback, as a result, we have launch our survey link in getting feedback with regards to the quality of service we provide.

   

  In this way, we can Identify more rooms for improvement  and be able to achieve our company goal in delivering a caring service.

   

  Sincerely,

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

  Customer Service Directos

  Synergy Health DPC

  email: ***********************************

   

  Below is ******************************** email informing us of her intent in 

   

  ***** BREWER <*********************>
  Fri 10/29/2021 10:24 AM
  
  To:
   ***** "AC" ******
  
  
  To whom it ******************************************** would like to take this opportunity to relinquish my current complaint against Synergy Health, with Better Business Bureau.  With great effort on the part of ***** from Synergy Health, we were able to reach a conclusion, that best accommodated my personal situation.  I am very satisfied with the outcome and would further recommend the services of Synergy Health. 
  
  
  Sincerely,
  
   

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 7, 2021 I had a telehealth consultation with Synergy Health DPC. Prior to providing payment I specifically asked if diagnostic codes would be included on the invoice and was told by the intake person that yes that would happen. Upon receipt of the invoice, there were no codes. The codes are needed to provide to my HSA for re-embursement. On several occasions I have contacted Synergy Health and have not received the codes and now they will not respond. All I am asking for are the diagnostic codes to be included on the invoices. Any health insurance would require it, yet Synergy Health says no one has ever asked for it. Unbelievable.

  Business response

  10/31/2021

  Due to the high volume of calls we are receiving from sick patients, and processing all medical prescriptions and recommendations, we failed to attend to ******************************* request on time. In our attempt to save people's lives', we admit that we have a room for improvement and I explained that to ****************************.

  She was a very kind and understanding person and we appreciate her understanding on the situation.

  She even told she is aware of what we are doing and that she did this step to get our attention and share how we can improve our service.

  We came up with an agreement of providing them a free sick consultation for her, her father, and her daughter.

  She sent me an email of appreciation and we definitely are more motivated in serving our needy patient and members.

  We also cancelled all pending invoices and ended tehir monthly payment as members.

  On behalf of Synergy Health, we would like to express our gratitude to her and the whole team of BBB for reminding us that we need to work better in delivering our service to all of our patients.

  We promise to keep on improving and listening to our members/clients feedback, as a result, we have launch our survey link in getting feedback with regards to the quality of service we provide.

   

  In this way, we can Identify more rooms for improvement  and be able to achieve our company goal in delivering a caring service.

   

  Sincerely,

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

  Customer Service Directos

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

  email: ***********************************

   

  Below is ******************************** email informing us of her intent in 

   

  ***** BREWER <*********************>
  Fri 10/29/2021 10:24 AM
  
  To:
   ***** "AC" ******
  
  
  To whom it ******************************************** would like to take this opportunity to relinquish my current complaint against Synergy Health, with Better Business Bureau.  With great effort on the part of ***** from Synergy Health, we were able to reach a conclusion, that best accommodated my personal situation.  I am very satisfied with the outcome and would further recommend the services of Synergy Health. 
  
  
  Sincerely,
  
  

  Customer response

  11/01/2021

   
  Complaint: ********
  
  I am rejecting this response because:
  The response I received is for someone named ***********************.  This is not a response for the claim I submitted ********.  I dont know if this is a Synergy Health mistake or BBBs issue.

  Please advise at earliest possible date.

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

  Business response

  04/14/2022

  After conducting a thorough investigation, these were the findings:
  
  1. Patient had an appointment with us last October 7, 2021.
  2. Patient ordered medications through shipping and was delivered to him.
  3. Patient requested for an invoice with a diagnostic code.
  4. Patient filed a dispute with his bank for what he paid for the consultation and ordered medications, patient won the dispute and the consultation fee was returned to him.
  
  Actions done:
  
  1. We called, tried to pacify the patient and explained to him that we don't provide diagnostic codes.
  2. We offered free membership for two months but patient declined.
  3. We requested the patient to lift the complaint for us to do necessary action to address his concern but refused to do so.
  

   

  
  

  Customer response

  04/19/2022

  I will address the reason for my rejection of the businesses response and the alleged actions they have taken on this matter because from a BBB perspective it is important the facts are stated.

  First, during the in processing prior to the consultation, I requested and was told that I would receive diagnostic codes with the invoice.  This did not happen.  By pacifying the patient a representative from Synergy Health told me they would look into and then I heard no additional response.  So their first action is incorrectly stated.

  Second, I was never offered any kind of membership and have absolutely no clue what that would entail nor would I be interested.  So their  second action is a false statement 

  Thirdly, I was never contacted to lift my complaint and there was and still is no indication that this issue was or would be resolved.  My only recourse was to take the action that was taken to highlight the unethical practices of this business.

  
  

  Additionally, that action I undertook did result in the refund of the consultation fee, but I must address the received medication.  I filed a separate complaint with the BBB for the predatory nature in which Synergy Health charged for the medication.  Unfortunately, the BBB closed that complaint siting it was redundant.  I personally called the formulation pharmacy that I received the medication from that was ordered by Synergy Health.  That Pharmacist told me that the price I would pay if I ordered from them would be one third the price I was charged by Synergy Health.  I then contacted Synergy Health and explained the situation and was told that I could attempt to get a refund from the Pharmacy.  That made no sense because I paid Synergy Health upfront for the medication.

  
  

  Again, I state that Synergy Health misrepresented their ability to provide the proper invoicing and acts in a predatory manner when people are sick and needing their assistance, and I am still waiting for a refund of the difference I paid for the medication versus what the pharmacy could charge.  That would be $195 and I would expect the BBB take this matter seriously 

  
  

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

  
  

  
  Complaint: 16017767
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  04/20/2022

  In response to this message. First, we would like to apologize for the misunderstanding with regards to the diagnostic code, we don't provide diagnostic codes when patients request them. Second, we did offer two months of free membership in an attempt to address the issue with regards to your insurance claim since we like to compensate you for the experience you had with us. Third, we no longer contacted you regarding the filed dispute for the consultation fee when it was credited back to your account to help you address the problem with your insurance claim.
  
  
  With regards to the charges made for the medications, We will reach out to the pharmacy about the misunderstanding.

  Customer response

  04/23/2022

   
  Complaint: 16017767
  
  I am rejecting this response because:  I will await the information provided after follow up with the pharmacy 
  
  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. ↩