Complaints

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

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  Northeast Men's Health

  14 Keewaydin Dr STE A Salem, NH 03079-2839

• 

  Northeast Men's Health- Woburn Mass

  444 Washington St Woburn, MA 01801

• 

  Northeast Men's Health- Woburn Mass

  333 Elm St Ste 205 Dedham, MA 02026

• 

  Northeast Men's Health- Woburn Mass

  11 Apex Dr Ste 203B Marlborough, MA 01752

• 

  Northeast Men's Health

  231 Farmington Ave, Suite 105 Farmington, CT 06032

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:04/02/2025

  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 signed up for treatment from Northest mens health. It was ************ therapy. After 16 months of treatment and not feeling any significant difference, I asked to break my contract. On 12/18/24. the Dedham MA. Office sent me a release of lien form to sign and return. I thought I had returned it promptly. After 4 weeks ,I hadn't heard anything about my issue. On 1/22/25 I reached out to their office and they said they never got it. I sent it again electronically and they received it. They claimed they would submit it to the finance company right away to get the cancelation process going. They said it could take 4-6 weeks to process. After a number of text messages to their office they assured me on I believe it was (3/27/25) that the finance company had everything and it would be processed any moment. As of today 4/2/25 I've heard no update. I reached out to the finance company today 4/2/25 and they have no idea what I'm speaking of. I'm still auto paying $181.12 monthly.

  Business Response

  Date: 04/13/2025

  We have been in conversations with the complainant regarding this issue. It is unfortunately between the complainant and the lender. We are doing our best to support in expediting this process. We are no longer working with this lender. 

• Initial Complaint

  Date:02/18/2025

  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 have alot of paper work . At this time it's not able to download.

  Business Response

  Date: 03/03/2025

     We maintain a standardized refund protocol across all our practices. 
  Attached is a document signed by Mr. ******** outlining the refund procedure at Northeast Men's Health. These forms are also available for his review in our patient portal. The cost for the treatments provided is accurate, and no additional refund is owed to the patient. Patients can cancel treatments at any time, and we do not impose a cancellation fee. Charges are only applied for services rendered, which includes medications shipped directly to the patient. We operate as a concierge medical practice focused on men's health issues. We do not collaborate with third-party insurance companies, as the majority of our treatments are not covered. To facilitate accessible payment options, we partner with medical financing firms. On September 30, 2024, Mr. ******* ******** booked a consultation with our practice for a fee of $99. This fee is communicated to all new patients during the appointment scheduling process. During the appointment, he met with our medical provider and nurses, underwent blood work, and spoke with a patient coordinator about tailored treatment plans. Mr. ******** opted not to purchase a treatment plan at that time. Following his initial visit, our patient coordinator reached out to Mr. ******** multiple times as he had shown interest in acquiring a treatment plan.
  
  
   On October 24, 2024, he decided to purchase a two-year treatment plan priced at $4,699 for 24 months. Because he previously paid $99 for the September visit, our patient coordinator applied the previously paid $99.00 in September to the plan's cost. This adjustment is within our patient coordinator's discretion, as we understand the significance of this investment and strive to enhance patient satisfaction. The attached bill reflects the treatment costs. Mr. ******** made a $500 down payment, resulting in a total financed amount of $4,100 with Affirm over the span of 24 months. 
  
  
  In early November, Mr. ******** won a raffle at our practice, which granted him an additional free treatment.
  
  
   After beginning treatments, patients are assigned a ************ Liaison, who is a trained nurse. Mr. ******** experienced some challenges with his treatments and was provided extensive follow-up and supplementary resources at no extra charge to enhance treatment success. In January, he contacted our provider and patient coordinator, discussing a temporary halt on treatment and exploring a new treatment plan upon his return to *********** in May 2025. 
  Over the subsequent days, it appears there were several missed communications between Mr. ******** and our patient coordinator. I have attached call logs from January to the present. Mr. ******** was working with our provider, nurse liaison, and patient coordinator ****. Although **** was on vacation at the end of January, coverage was provided. He had a productive conversation with the covering patient coordinator on January 20th. 
  
  
  On February 12th, Mr. ******** emailed to request a cancellation of treatment. Our cancellation process typically involves a conversation with the provider. During their discussion, the provider learned that Mr. ********** decision was primarily financial rather than treatment-related. The patient was billed for services rendered, documented via DocuSign. Once the bill is signed we refund the third-party creditor for unused treatment amounts. 
  
  
  The charges were based on the treatment plan the patient selected, excluding the cost of the medications won in our giveaway and additional supplies sent to him to enhance outcomes until his expected visit in May. 
  
  
  Due to the high upfront costs associated with our medical treatments, longer-duration plans are designed to be more economically advantageous for our patients. At the outset of treatment, patients typically require significant dosage adjustments, frequent medication modifications, and follow-up care. We do not break down costs into monthly payments. The amount charged to Mr. ******** reflects five months of his chosen treatment. 
  
  
  On 10/23/2024, a 10 ** **** of injectable medication was sent, which should last approximately two months at a dosage of three times per week. Additionally, on 12/07/2024, he received 90 oral tablets, sufficient for a three-month supply. In total, this equaled five months of treatment. The total charge was $2,199.00. This amount is deducted from the total purchase price of the plan, $4,699.00, resulting in a refund amount of $2,500.00 to Affirm financing. 
  
  
  The signed bill reflecting this refund amount, along with a signed Treatment Discontinuation form, is also attached. 
  
  
  
  
  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22955822
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:10/12/2024

  Type:Order 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 called Northeast mens health (******, Ma) location to cancel my monthly treatment of ************ on June 26, 2024. I signed a release of claims for cancellation of treatment on that same day. I spoke to *** ****** who informed me that the process to cancel takes a 4-6 weeks. Northeast mens health has yet to cancel my treatment. Its been almost 4 months and Im still paying $150.00 monthly. Ive called several times and have yet to reach a resolution.

  Business Response

  Date: 10/18/2024

  We aligned with the patient on a miscommunication and the issue is resolved.

• Initial Complaint

  Date:09/09/2024

  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 am 28 years old. I went to mens northeast health to check my testosterone levels. Within 20 minutes of being there they put me on a lifelong testosterone treatment at such a young age. 3 days later the ** called me and said I had to go to a specialist and that mens northeast health is not appropriate for me. Since then, THEY HAVE STILL BEEN CHARGING ME 200 A MONTH. When I call them they say well your still technically a patient even though we cant treat you and then when I demand these payments to stop they say well we have a long process to get you removed its been over a month and Ive never received any treatments from this clinic.

  Business Response

  Date: 09/09/2024

  We have worked out this issue with the patient directly. 

• Initial Complaint

  Date:07/31/2024

  Type:Billing 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.

  THIS COMPANY PULLED A BAIT AND SWITCH, THEY SAID TO COME IN ON A HOLIDAY IN APRIL FOR A 99$ CONSULTATION. THEY SAID INSURANCE WOULD REIMBURST. I WAS NOT ABLE TO VERFI WITH INSURANCE, THEY SCAMMED ME FOR 1 DAY OF SERVICE FOR ******* I TRIED TO CANCEL THE CONTRACT THE NEXT DAY. ************************* AND ****** THE DISCTRICT MANAGER MADE IT IMPOSSIBLE TO RESOLVE. I SIGNED THE CANELATION OF CONTACT ON 4/17 I REQUESTED COPY OF CONTRACT BEING CANCELED MULTIPLE TIMES THEY SAID IF I SIGNED TO AGREE I WOULD ONLY OWE ****** WHICH IS ALSO FRAUD BECUASE I CANCEL THE CONTACT AND THEY SAID THEY ALREADY ORDER THE PRESCRIPTION SO I WOULD BE CHARGE REGARDLESS. IT IS NOW 7/31 THIS HAS BROUGHT MY CREDIT SCORE DOWN 150 POINT AND THEY REFUSE TO REVERSE THE CHARGE. THEY OPENED THE ACCOUNT IN MY NAME I DIDNT HAVE THE ACCOUNT INFORMATION AND WAS NOT GIVEN DIRECTION TO GET THE ACCOUNT # FOR THIS ACCOUNT FOR THEM. THEY OPENED IN MY NAME. FOR 3 MONTHS THIS HAS BEEN AFFECTING ME NEGITIVALY BY AFFIRM AND NORTHEAST MENS HEALTH. THE ACCOUNT HAS BEEN IN DISPUTE SINCE 4/17 BOTH COMPANIES ARE NOT FOLLOWING DISPUTE RULES AND REGULATION LAWS. AFIRM IS RUINING MY CREDIT AND NORTHEAST MENS HEALTH WONT REVERSE THE CHARGES THAT THEY SCAMMED ME OUT OF

  Business Response

  Date: 08/08/2024

  We are a concierge Men's Health Company. We do offer a $99 consultation fee that includes an office visit and lab work. If you choose to sign up for a medical plan, we supply you with a superbill that has the medical codes to submit to your respective insurance company to see if you can be reimbursed. There are multiple insurance companies and plans out there and we cannot know if your particular company/plan will reimburse all or any of your treatment with us. We have multiple medical lenders that we work with, Affirm being one of them. If a patient chooses to take a medical loan to pay for treatment, that is their choice and is between them and the lender. 

  
  In this case the patient decided to dispute the charges while requesting to cancel treatment. Unfortunately, this puts the cancellation process on hold as the dispute would need to be challenged in order to prove valid. The dispute process with a bank takes time and during that time if the patient decides not to pay their loan and is found liable it can impact their credit. That is not the responsibility of Northeast Men's Health or any business. It is the responsibility of the individual holding the loan. We have since processed their cancellation.
  

  
  

• Initial Complaint

  Date:07/15/2024

  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.

  On January 30, 2024, I inquired about testosterone replacement therapy and underwent a blood test to determine if I was a candidate for the treatment. I was informed about the benefits and side effects and proceeded based on the recommendation of the physician assistant (**).During my consult on 1/30/24, I was presented with various payment plans by an in-office salesperson and was recommended the 3-year treatment plan costing $5,999 or $199 per month through Affirm financing. I inquired about the terms of cancellation and was vaguely informed that "if you cancel, the unused amount will be refunded." When I asked to review the contract at home, I was discouraged by the salesperson, who implied that taking the contract home indicated a lack of seriousness about the therapy.I began treatment on 1/30; the full lab results showed my testosterone levels were 591 ng/dL, which falls within the normal range (******* ng/dL). Despite this, the PA urged me to continue the treatment until the next blood test.During treatment, I experienced increased acne and persistent abdominal pain, for which the PA advised me to see a specialist. An ultrasound on March 6th did not reveal the cause of my abdominal pain. On 4/11, my urologist reviewed my follow-up test results, which showed a testosterone level of 961 ng/dL, well above the normal range, and recommended stopping the testosterone and prescribed medication for ED.I began the cancellation process on 4/11, Despite multiple attempts to contact Northeast Men's Health, including weekly calls, emails, and messages, my account with Affirm remained open 6/28, a total of 78 days. I continued making payments, accruing interest, and was only refunded $4,700 of the $5,999, equating to $1,299 for three months of treatment.Desired Resolution Full Refund: Refund the total $1,299 - I was not a candidate for treatment at my testosterone levels before treatment.Policy Revision: Ensure transparent contract, cancellation, and refund policies.

  Business Response

  Date: 07/19/2024

  Patients come to Northeast Men's Health because they have issues that they need to address. Typically, with our low T patients those are symptoms that would not typically be treated if their T levels are considered within a "normal" range. That range is so large because every man is different. Some men feel great at a lower level, others do not feel themselves until they hit the higher or top end of that range. The number is more of a guideline because we focus on the symptoms. Within our treatment plans we need to adjust both up and down to find the optimal level for each patient. This is explained on the first visit and our plans include unlimited visits as well as phone calls, and lab work. 

  In this case, the patient was on treatment for 2+ months covering all of the above. The refund process was initiated, and the patient signed acknowledgement of what they were receiving in forgiveness of their 3-year plan loan minus services rendered for that time. Attached is the document the patient signed, and we can provide any other further documentation the patient signed as we are upfront about how our practices operate. 

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21994698
  
  I do not accept the business's response as a resolution to my complaint because: 

  I understand that testosterone levels can vary, and that treatment is based on individual symptoms. However, I am still unsure why I was recommended hormone therapy based on a questionnaire and before receiving lab tests from an independent lab. My lab results showed testosterone levels well above the clinical minimum level of 300 ng/dl, as noted by the ******************************* (AUA) guidelines for diagnosing testosterone deficiency.

  If I had known my testosterone was within the normal range,my symptoms could have been addressed with a simple sildenafil prescription.This oversight suggests a misalignment with AUA guidelines and raises questions about the appropriateness of the treatment recommendation.

  While Northeast Men's Health states that their approach focuses on symptoms, this does not justify the lack of proper diagnostic protocol. The inconsistency between the initial rapid test result and the subsequent independent lab results was not clearly communicated to me, causing confusion and concern about the necessity and appropriateness of the treatment.

  After weeks of trying to cancel my account, I was told over the phone by the salesperson that I was required to sign a document titled "Complete to finish closing account NEMH" in Docusign if I wanted to receive my refund. The Docusign description of the document to be signed stated, "Please complete form, to close account with **********************" However, this document was, in fact, a Release of Claims. This misrepresentation of the document's purpose and content is misleading and potentially coercive.

  Lastly, I believe the $1,299 fee for three months of treatment is excessive, considering the total cost of $5,999 for a 36-month term. This disproportionate charge underscores the need for a more transparent pricing structure and nondeceptive sales process. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/29/2024

  We run our own labs in house and saw the patient was on the lower end of the range and symptomatic for low T. This is exactly why we are here. Otherwise, the patient can always go to a PCP and have the experience of being told they are within range and that is that. We treat the symptoms not the number, while staying within the range. The mention that this patient stated of using sildenafil to treat low T symptoms is very inaccurate and thus why we wouldn't use that to treat those symptoms. That medication is used to treat *** Our plans are priced over duration of time not for product. That is why a 3-year plan is less expensive by month than a plan that would only last for a few months. We gain efficiencies in cost over time that we pass on to the patient. It is a benefit to us and the patient to offer a financial incentive for longer plans. If a patient decides to end their plan earlier, we charge them for the downgraded plan price. Our plans include everything, not just products, but visits, labs, and access to our medical team. In the early stages of therapy there tends to be adjustments to medications, more questions, and in some cases additional lab work. That is all included and why we are priced this way. 

  Our patients find that the value they receive with being treated by us has been outstanding. Anyone can read the multitude of 5 Star Reviews we have on ******* We have pride in addressing the needs of our patients and changing their lives for the better. 

  Business Response

  Date: 07/29/2024

  BBB,

  I would prefer to use this response if possible.

  Patients come to Northeast Men's Health because they have medical issues that they need to address.  Our medical providers carefully consider treatment options for every patient based on several factors.  These include prior detailed medical history of the patient gathered from intake paperwork and a one on one in person consultation, *********************, patient symptoms, patient treatment goals and lab results. AUA guidelines are tools for medical providers to consider on a wide range of urology treatments but are not hard and fast rules that trained licensed medical providers must follow for all patients. The decision to treat or not treat any particular patient lies exclusively with the medical provider based on each individual patients circumstances.

  
  Once a patient starts treatment, the medical provider closely monitors both symptom improvement as well as lab results, and based on these factors, medical providers make decisions to adjust dosage both up and down to find the optimal level for each patient. This is explained on the first visit.   When a patient is on treatment with us, it includes unlimited visits as well as phone calls and lab work, with significant monitoring of results happening in the first 3 months of treatment. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21994698
  
  I do not accept the business's response as a resolution to my complaint because:

  Thank you for providing the response from Northeast Men's Health. While I understand their explanation, they still have not addressed several key concerns.

  Coercive and Deceptive Sales Tactics: I was coerced by sales staff into making a decision about hormone therapy without having the complete results of my blood tests to make an informed decision. The recommendation for treatment was based on an initial rapid test and a questionnaire, rather than comprehensive lab results, which later showed my testosterone levels were within the normal range. There was no conclusive diagnositcs that would lead to a recommendation for hormore therapy.

  Lack of Communication and Clarity: The inconsistency between the initial rapid test result and the subsequent independent lab results was not clearly communicated to me. This caused significant confusion and concern about the necessity and appropriateness of the treatment. If I had known my testosterone was normal, my symptoms could have been addressed with a simple sildenafil prescription.

  Misrepresentation of Documents:After deciding to cancel my treatment, I was told to sign a document titled "Complete to Finish Closing Account NEMH" in Docusign to receive my refund. The email description also stated, "Please complete form, to close account with **********************." However, this document was actually a Release of Claims, a fact that was misrepresented. This misrepresentation of the document's purpose is misleading and potentially coercive.

  Excessive Fees: The $1,299 fee for three months of treatment is excessive, considering the total cost of $5,999 for a 36-month term. This disproportionate charge underscores the need for a more transparent pricing structure and non-deceptive sales process.

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

  Business Response

  Date: 08/15/2024

  We regret that this patient chose to end treatment with us, as we strive for a 5-star experience for every single patient.  Patients come to Northeast Men's Health because they have medical issues that they need to address.  Our medical providers carefully consider treatment options for every patient based on several factors.  These include prior detailed medical history of the patient gathered from intake paperwork, a one on one in person consultation with the patient and medical provider, *********************, patient symptoms, patient treatment goals and lab results. These lab results often include a diagnostic test called "Free Testosterone (Direct), which our medical provider ordered from LabCorp.  The patients Free Testosterone (Direct) level was 8.0 pg/mL, which is below normal and below the reference range.  The reference range for this test is 8.7-25.1 pg/mL.  As you can see, this patients level was below normal, and in the medical providers judgement, this patient was suitable for testosterone replacement therapy. Unfortunately, the patient did not disclose this vital test result in his complaint to the BBB. 

  
  Once a patient starts treatment, the medical provider closely monitors both symptom improvement as well as lab results, and based on these factors, medical providers make decisions to adjust dosage both up and down to find the optimal level for each patient. This is explained on the first visit.   When a patient is on treatment with us, it includes unlimited office visits with no co-pays, as well as phone calls with the medical provider and all lab work. The medical provider spends significant time in the first 3 months of therapy monitoring results and adjusting therapy as needed. As a result, pricing of treatment plans varies based upon length of treatment, with shorter treatment plans costing more per month, and longer treatment plans providing significant monthly savings to patients, which most patients elect.  This patient was treated for 3 months and was charged for a 3-month treatment plan.

• Initial Complaint

  Date:06/26/2024

  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 visited the ***** location for a consultation and the took blood work and deemed me candidate for a test dose of medication....not even a full dose but a small dose to test my reaction.The test Dose did not work fully and they explained that they don't want it to work fully in the Office...then another person came in and hit me with the HARD SELL and basically told me this treatment was my only option then sucked me into a Two Year plan which he got me financed for WITHOUT explaining that their were alternatives to get the meds elsewhere....the ******* dollar financing ends up being ******* after ridiculous interest charges.I got home that same day and found out my Doctor could have prescribed these EXACT same meds and I could get the from a compounding pharmacy so I called Northeast men's health when the opened the next morning LESS THAN 24 HOURS LATER to terminate my plan....more hard cell from the staff telling me they were the ONLY ones who would get me the meds.....MORE LIES!I tried to get a refund and they refused and told me it would cost ******* to terminate for a LESS THAN TWO HOUR VISIT.They will respond with alot of lies about how good they but it's just that...LIES.If you are considering this Business DO YOUR RESEARCH..Your primary care physician can set you up with a Uroligist in your own network for a FRACTION OF THE COST....Also,no long term TRAP that you will be ,locked into....BEWARE!!!

  Business Response

  Date: 06/27/2024

  We pride ourselves on providing a 5 Star Patient experience at all of our Northeast Men's Health locations as you can see by our numerous ****** Reviews.

  For our ** patients, we use test doses, as a diagnostic tool to understand where the patient's ** has progressed so we can more accurately prescribe their medication as part of their treatment plan, should they decide to sign up with us. While we know that our medication is not exclusive to our practices, we are unique in that we have 100s of dosing combinations that we can utilized to customize to our patient's specific needs. We are concierge medicine for men's health and we exist because there are quite a few men that have not been able to find solutions for their medical issues. We are confident in not only the medicine we provide, but also the services and support care that accompanies those medications. 

  Since we are concierge medicine, some of our plans can be difficult for patients to afford on their own, so we provide medical financing options through 3rd party lenders. Those loans are between the lender and the patient. The vast majority of our patients find this to be a path worth taking due to the value they see in both the service we provide as well as the impact that our plans make on their lives. 

  Once someone decides to become a patient of ours, we begin the process of ordering and shipping medication for that patient. As in this instance, medicine was ordered and shipped prior to any "buyer's remorse". We have no obligation to ask a patient if they exhausted all options in seeking the services we provide before coming to us for treatment. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21906093
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 06/27/2024

  This business uses predatory lending services and just send a prepared response to any complaints...they are faceless and will not respond to requests for contact to upper management so you are left to deal with the PREDATORY LENDER they use use....they already have the funds and no longer care about your satisfaction as a client...these people need to be investigated and I plan to seek help in the Media to expose the Fraud that is being practiced by the this so called Business.

  Business Response

  Date: 06/28/2024

  We utilize multiple credible medical lenders for our patients. Those lenders are clear in their terms of service with the respective patients prior to the patient signing their agreement for the loan. As for the stance of not having access to management; we have a Patient Experience Manager that has had regular communication with this patient. This individual is responsible for managing all of our Patient Coordinators in the ****** area. This patient has been requesting to speak with our CEO directly because he does not like the answers provided by our Patient Experience Manager. **************** is frustrated because he is not receiving the answers he would like to hear so he is hoping by speaking with other levels of management hoping he will receive a different answer, which he will not. 

  Business Response

  Date: 06/28/2024

  I have attached ******************** consent to treat form which he signed. I also wanted to add the name of the lender he worked with was ******. This is a very reputable medical finance lender. Please let me know if you need anything further.

   

   

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21906093
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/31/2024

  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.

  Northeast Mens Health is a clinic that specializes in mens health. I initially went for treatment sometime in late January of 2024. When I initially went in I was told I could cancel anytime and only had to pay a $200 cancelation fee. After signing up for treatment they financed my three year treatment agreement which I had no idea that was going to be financed in that manner but still proceeded with treatment. After two months of treatment I ultimately decided this was not the appropriate treatment and wanted to cancel. They then told me I was responsible for close to $1000 dollars of the treatment plan and not the $200 they initially told me. After fighting with them on this issue we came to and agreeable refund amount. I signed a piece of paper stating the refund amount and a statement that I would not say anything bad about them (huge red flag). I signed that on April 5th 2024. It is now May 31st 2024 and the refund has yet to be issued. The payments keep coming each month. They are not holding up to their end of our agreement. They have had two months to issue this refund. I have called Northeast Mens health trying to resolve this issue, they tell me the owner has yet to submit the refund, that maybe he's waiting to refund it until the balance is set at our agreed amount. This is absolutely unacceptable. All I want is for them to refund the agreed amount so I can pay off the remaining balance. They did not want me to say anything bad about them in the agreement but they cannot honor their end of that agreement. Better Business Bureau please help me, this business needs to be investigated.

  Business Response

  Date: 06/13/2024

  We focus heavily on the patient experience at all of our Northeast Men's Health locations. As anyone can see from our ****** reviews, we receive multiple 5 Star Reviews from patients every month. Our process when providing treatment includes treatment plans that can span long periods of time. Due to this many patients opt to utilize medical financing. When a patient decides that they cannot complete their treatment plan we will review treatment provided and provide a downgraded treatment plan cost to the patient for services rendered. Once aligned, we will reach out to the medical financing company to let them know the amount to forgive on the loan and then the cancellation is complete. We do not understand why there would be any confusion that a $200 cancellation fee would cover months of medical services rendered, nor why any patient that opted to utilize medical financing would expect to receive money back to them. 

  Customer Answer

  Date: 06/13/2024

   
  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:05/16/2024

  Type:Billing 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.

  After cancelling my plan 4/9/24, I was charged again 4/12 and again 5/12. Attached is a document confirming the cancellation on 4/9/24.

  Business Response

  Date: 05/23/2024

  Our cancellation processing can take several weeks to process, and we alert patients that if they get charged with any finance payments prior to the processing completing, they will be reimbursed IF they are owed that money. Unfortunately, some patients do not fully understand that their payments up to this point, do not cover what is stated is owed in their Release of Claims that they agreed to and signed as part of our cancellation policy. Due to services rendered, those patients still have a balance on their account at which time we offer those patients the option to either keep paying their loan or to pay in full. This is an example of one of those times. 

• Initial Complaint

  Date:01/30/2024

  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.

  NEMH provided me with clomid. I attempted the medication as prescribed for a week. I was experiencing side effects that were not manageable (insomnia, anxiousness) so I reached out and they recommended I try lower the dose. I lowered the dosage but I still received the same symptoms and let them know the inability to sleep/how it made me feel was not going to be sustainable. They recommended another treatment option. I said sure let try it and waited for my medication to arrive. I had yet to receive this package, so I reached out to cancel. I paid $2,599. I reached out to canceled after 2 months and 9 days. I have no problem paying for my 2 months + 9 Days + cancelation fee. The company is only providing me with a reimbursement option of $1,367.68 explaining that they already shipped me 3 months of medication of peptides? Even if so, I don’t know how 3 months of peptides + 1 month clomid + cancel fee the refund total. Regardless, I only received my initial clomid. I never received peptides. I never agreed or was it communicated they would be sending me 3 months of a new therapy up front, as generally could have been a concern that this treatment may not work for me similar to the clomid option. When I pushed back on receipt of peptides, I was provided w/ the delivery receipt, but it showed an incomplete address for drop off without my unit number (which is provided in my profile w/ the company) and said that it was signed (why who, I don’t know, no evidence, not me) As mentioned, no problem paying for 2 month + 9 days + cancelations fee but when offered a refund they're charging me nearly $1300 on the premise that I took 1 medication for two weeks and couldn't handle side effect that the other medicine was sent and received without me actually receiving it, or communicating that it would even be a 3 month supply? This doesn't feel equitable and the company has not follow up on my communications.

  Business Response

  Date: 02/12/2024

  This issue has been resolved.

  Business Response

  Date: 02/15/2024

  This is the patient's consent to post.