Complaints

This profile includes complaints for EBM Medical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EBM Medical

  722 Spirit of Saint Louis Blvd Chesterfield, MO 63005-1019

• 

  EBM Medical

  17887 Chesterfield Airport Rd Chesterfield, MO 63005-1211

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:03/30/2025

  Type:Product 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 have been taking EB-N5 for quite some time now, paying $50 a month for this prescription. I just recently noticed the individual capsules are not consistent. Some have very little powder in them, some have a little more and there are a few that seem to be full. I feel I am being duped and not receiving the correct amount of medicine for my issue. It needs to be known that people who take this are not getting what they paid for. I feel like I've wasted so much money on this product.

  Business Response

  Date: 04/24/2025

  Dear Mr. *******

  Thank you for reaching out and for your feedback on EB-N5. We appreciate your loyalty and take your concerns seriously. The variation youre noticing in the firmness of the capsules is actually due to the way capsule filler machines close the capsule shells. Different pressures are applied when sealing the capsules, which can cause some to feel firmer while others may feel softer when squeezed. However, we want to assure you that each capsule contains the same precise amount of active ingredients as indicated on the label. Our manufacturing process follows strict quality control measures to ensure consistency in dosage.

  
  If you have any additional concerns or would like to discuss this further, please dont hesitate to reach out. Your satisfaction and trust are important to us.
  
  **** *****
  Managing Partner, EBM Medical
  *****************************************************
  ************
  

  
  

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I accept your response, but I know I am right.  After opening multiple capaules I can clearly see different amounts of powder.  I will continue my prescription but plan on weighing the powder to see if there any differences.  If so I will take it a step further and file a report with the ****

   

   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/11/2025

  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 purchased a bottle of medication from this company for $79 and when I received it it was the smallest bottle that is not going to be enough to last me for what was recommended by my doctor. I asked for a refund and this company refused.

  Business Response

  Date: 03/11/2025

  We appreciate the opportunity to address this concern. The product in question is designed to last at least 45 days when used as directed. Upon reviewing this case, we found that the customer declined to use the product at all and instead requested a refund solely based on their perception of the bottle size, without evaluating its effectiveness.
  Our return policy, which is clearly stated at the time of purchase, does not allow for refunds on opened or used products unless there is a verified issue with the product itself. The product received was the correct size as advertised and reviewed with the customer twice during the recorded call on March 4th 2025.
  We encourage customers to use the product as directed by their physician to achieve the intended results. If there are any concerns with how to use it properly, we are happy to connect the customer with a clinical pharmacist for guidance and support.

  My contact information is as follows:

  **** T ***** IV

  Managing Partner, EBM Medical, LLC

  ************/ *****************************************************

• Initial Complaint

  Date:08/24/2024

  Type:Product 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.

  Cream arrived 7/15 in two 90ml jars with s**** top. I have ordered with EBM before and always get the pump since I have bad arthritis in my hands/wrists. On the jar , it said, "apply one pump 1-3 x day." However, they did not include a pump. I had to unscrew the lid inorder to use the cream. I called and offered to send back the 2 cars, but they said no. They said I had requested these tubs. (I did not). They refused to send me the cream in a pump, like I have always received in the past. I either want the $101 credited or I want the cream in a pump container. I am 82 years old and cannot unscrew these jars.

  Business Response

  Date: 08/27/2024

  We have reviewed the scenario in question and are willing to replace the product with a pump delivery system at no charge.  We apologize for the inconvenience and appreciate your understanding. 

  Regards, 

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

  Managing Partner

  Customer Answer

  Date: 08/28/2024

  i will happy to resolve this complaint, BUT, I want to have the pump in my hand before closing.  

  Customer Answer

  Date: 09/14/2024

  I received the pump. I am happy with it. However, they verbalized that I would never be able to order from them again.

• Initial Complaint

  Date:06/17/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/28/2024

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/20/2023

  Type:Customer Service 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 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

  Date: 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.