ComplaintsforEBM Medical

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My doctor sent a prescription for two items to EBM Medical. I agreed to have them filled 05/15/2024. The representative that I spoke with on the phone told me I would be contacted to authorize refills especially because the medicine is quite expensive ($228 for the two meds) and I am not able to afford it. The representative did offer an extended billing option of $76 every two weeks, that I agreed to. The first order came in, one is a 90 day supply and the other was a month supply that I have been able to extend per my doctor's ******* Today I checked my email and the company has sent out more medicine, including the one that I have a 90 day supply of (it has only been a month), without my authorization. I have paid the first $228 that I agreed to and do not have an issue with that amount, but do I an issue with the company filling the second order of $228 that I did not authorize. One medicine can be returned, but the other cannot. Needless to say I am beyond angry and feel taken advantage of. I have never had a company mail my meds without me authorizing the refills. I feel like I have been scammed and want others to know to be extremely careful when dealing with this company. Before you know it you will be up to your elbows in costs that you cannot not afford and did not approve. If they are doing it to me, I am sure that are doing it to a number of others. Buyers need to be aware of this company and how they operate. Then on top of it all, the treatment is not working.

  Business response

  06/18/2024

  The patient has been contacted and the issue has been resolved.  It was a misunderstanding in our automated email correspondence.  As a result, we will be changing the wording in the message to be more clear and reduce an future misconceptions. 

  Thank you for the opportunity to respond. 

  ************ Heard

  Managing Partner, EBM Medical, LLC

   

  Customer response

  06/20/2024

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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about Feb 20th 2024 I purchased a 3 month supply of B vitamins re**mmended by my podiatrist. The bottle was $159.00. Three months later (5/15/24) a received another bottle of vitamins and a new $159.00 charge to my credit card. This was not an authorized charge. I called and received the following information. 1) I signed up for a full year of these vitamins - this is untrue. I was told they **uld not or would not provide proof that I did so although they implied they had quality assurance re**rdings. 2) They claimed they texted me but the text bounced. The number they said they texted to was mine and active and able to receive text messages. It is my cell phone. 3) They claimed they sent me emails but the email address they read back to me (although also mine) was not the email address I originally gave them nor is it the email we had been **mmunicating through nor **uld they explain where they got this other email address. I did receive a shipment notification that the new package shipped on the email address we were **mmunicating through (not the email they said they used) but I was out of town at the time. This is not my main email ac**unt Regardless, no emails to either address were received warning me of a new shipment or CC charge. I received notice ONLY that the product was already shipped and I had been charged. They claim I ordered this but would not provide proof of same.4) They told me I needed to return the vitamins before getting a refund but argued with me over a return authorization. They said return the bag it came in. Bag was thrown out a week ago. They **uld email me an RA label but I have no printer. They **uld snail mail an RA but that's a week to 10 days. I didn't order a se**nd bottle of vitamins or authorize a new charge to my CC. They **uld not or would not provide an ongoing purchase request but insisted I pay the freight back if I wanted the CC charge reversed during the same billing cycle. I don't this is a trustworthy **

  Business response

  05/29/2024

  Thank you for the opportunity to respond to this complaint. 

  We acknowledge the situation and recognize that it could've been handled in a different manner.  It is never our intention at EBM Medical to send medication to patients without their knowledge.  We are apologetic for the confusion and inconvenience this has caused the patient and we have full intent to reimburse the customer in full with no expectation to return the product.  We place a high premium on delivering excellent customer service and will leverage this situation as an opportunity for additional training and hope to regain the trust of this customer. 

  Regards, 

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

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

  Customer response

  05/30/2024

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

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered scar cream and a shower cover. They cane to late for use so I returned the packages to sender. They refunded the shoer cover but they refuse to refund the cream, buy they are in possession of it.

  Business response

  07/26/2023

  The customer called to advise she no longer needed the medication that she ordered. We did advise her that the order is not refundable per pharmacy law. She had returned it regardless of that notice. Once we saw that it had been returned to our partnering pharmacy we refunded the card on file for the amount of the product she returned. I included a screenshot of the refund and the note showing that the funds were made available as of 7.25.23. 

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