Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had requested they cancel my subscription in September, they did not, merely adjusted the fee and I did not have the time to follow up. They later canceled my subscription without me contacting them and with no noticed in late October. (I was told this by a customer service agent last night) When a subscription is canceled you are required to return the product or you will incurr an unnamed fee. I had no notice of this fee and no notice of my subscription being canceled regardless of requesting that it be canceled as I was given a runaround by the company through a terrible phone tree and insistent customer service. Yesterday I found a charge for $1,590 on my card because I had not returned the product. I had honestly believed I had bought this product as well. They canceled my subscription with no notice, charged me with no notice and I had no idea the product I had originally 'bought' was rented and needed to be returned.I had tried to cancel because I couldn't afford their increasingly high subscription fees, and I really can't afford this insane fee.
Business response
12/20/2022
User requested subscription cancellation due to sudden financial difficulties on September 13th 2022. Being a valued member as since Hero should not be a burden but a helping tool, especially when things get a bit rough, we have offered to entirely cover subscription cost for the following month in order to assist. As we haven't heard back from the customer, subscription was cancelled in October and prepaid return label was provided so they can ship Hero smart dispenser back to our facilities free of charge.
Per our Return policy, clearly stated in Terms of Use, If you cancel your subscription at any time, you must remove your medications from the Dispenser, perform a factory reset to remove your Personal Information from the Dispenser, and return the Dispenser to Hero within thirty (30) days after your subscription has been canceled. A return label will be provided free of charge, and the Dispenser must be packaged per instructions provided by Hero. If the original packaging materials for the Dispenser are no longer available, a replacement set of packaging materials will be provided by Hero, and you will be charged for the shipping and handling fees associated with the replacement packaging materials. If you do not return your assigned Dispenser within this thirty (30)-day period, we will charge you a one-time fee.
However, we do understand that these situations can happen and are willing to issue a full refund as soon as Hero smart dispenser is returned to us.
Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a Hero Medication dispenser. This Medication dispenser has a monthly subscription fee of $44. The Hero Health website shows that they will accept payments from the ********* IRIS program that I am currently being enrolled in. After speaking with HERO Health about this (on the phone)they have told me that I need to speak to my IRIS consultant about using the funds. My IRIS consultant shows that HERO Health is not an IRIS vendor even though their website states that they will accept IRIS funds. My IRIS consultant has tried to contact HERO Health to get them signed up as a vendor and they have not responded to her at all. After speaking with **** and notifying them of this situation and what needs to be done to fix it they have again (via email) told me to contact **** for reimbursement as they "only offering the Remote Therapeutic Monitoring program through ********** Assure.Business response
12/20/2022
A Hero subscription may now be covered by ******** as part of Remote Therapeutic Monitoring (RTM) services (coinsurance and copays may still apply).
To learn more about ******** RTM services or check if you're eligible, please feel free to visit our website.
Private insurance may or may not cover RTM services. Check with your health plan to learn more.
Hero is also FSA/HSA eligible, so you can use an FSA or HSA card for your payment!Customer response
12/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
They advertise working with the ********* iris program and the response given was not for that program and is for a program I am not enrolled in.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer response
04/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
They say to check if they will reimburse you which they will if the form is filled out.
It is not stated clearly that they aren't willing to work with other medicade programs.
They have since removed ********* Iris program from their list of medicade programs that *** offer reimbursement.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
04/28/2023
We appreciate the member's time spent on providing us with feedback, and have no further comments on this case.Initial Complaint
12/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Assure health talked me into this scam of a pill dispenser. Not only is it too loud and sounds like gears grinding but I was told I was 100% covered and never had to pay any money at all. I called Assure health back and told them I got bill for $65 and they said it was a mistake and it would not happen again. I then got really sick one morning for most of the day and didn't notice until the next day it was giving me an extra blood pressure pill and my blood pressure was very low to a point I got really sick and missed my trip completely. After this I get another bill for $65, called back and was told it would not happen again. I was told what happened to me with the pill dispenser and he didn't seem to care. He told me my attorney could call their attorney. This Hero machine is a big waste of my time. I will go back and do my daily routine the old fashion way. I told them I didn't want it anymore and they are sending me a label to send it back.Business response
12/20/2022
A new ******** program may now offer Hero at low to no cost as part Remote Therapeutic Monitoring (RTM) services. RTM is used to deliver virtual care and support patients in achieving their medication adherence goals.
Hero partnered with Assure Health, a leading national healthcare provider that uses Hero in its clinical program to help ******** members better manage their medications and health conditions. If you are on ********, you may be able to receive Hero at little to no cost (******** coinsurance and copays may still apply).Our Technical Support Team has been informed by the user of potential dispensing issue, however, while ********************** was investigating reported problem, account has been cancelled also per customer's request. Prepaid return label is provided in order for user to ship the Hero smart dispenser back to our facilities, free of charge.
Customer response
12/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
Assure and Hero never called me back, so I am looking for an attorney to file lawsuit
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer response
12/29/2022
Please drop this case and I will refile with more information pertaining to Hero HealthInitial Complaint
11/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I inquired about reactivating my account with Hero. I was told the billing department would be reaching out to me. One of the reasons I canceled my account was due to the price increase over the summer. I was offered a lower rate at that time but chose to still cancel. Upon reactivating I intended to ask about the reduced rate and update my card on file to my FSA card. **** did not reach out, reactivated my account, and charged me the higher rate without my authorization. I've talked to numerous people regarding this and they will not reverse the charges or compensate in another way. I have cancelled my account again at this point in time.Business response
12/30/2022
The customer correctly stated that they were offered a lower price when they first reached out to cancel.
The customer was reactivated per their request. After reactivation they reached out again to ask for the lower price. Their new request was sent to management for review as all such requests must be escalated for approval.
However, by the time Support reached out to let the customer know that they've been approved, they had already sent the Hero devices back.
They were again offered to reinstate their membership, however, the customer declined.Initial Complaint
10/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We've used the Hero dispenser for several years. However, we contacted Hero on 10/19 regarding a technical issue with the machine. Since then, weve been told multiple times that the repair kit will be sent overnight. Its been over a week, and no repair kit. No one is answering online chat messages and all customer service calls go to voicemail. Please cancel our renewal asap (we called prior to the renewal date). Please confirm that the subscription has been cancelled, at no charge, and confirm how we return the broken machine to you.Business response
11/04/2022
User reported an issue with Hero smart dispenser on 10/18. Our Tech Support Team inspected device logs and determined that we needed to perform a short service routine with a service kit, which was shipped on the following day, 10/19. Unfortunately, due to unforeseen carrier issues, we've overnight a second kit on October 25th and provided compensation as an apology for the inconvenience.Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
False advertisement practices in which Hero Health, LLC says they have 24x7 "live" support but when you call it says you have to leave a message for a response the next business day. I am requesting a full refund for false advertisement.Business response
11/04/2022
Hero Live Support Team provides support to our valued members 24/7 via chat, phone or email.
User reached out on October 2nd via chat to follow up on a reported issue with Hero Smart dispenser and received an email response on the same day. Reported issue was under investigation by our Tech and Software Teams and we have determined that replacement unit is needed. New unit was sent and user was compensated accordingly by receiving a 4-month credit applied toward his account after the commitment expiration date.
Initial Complaint
09/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled the service after having multiple issues with the machine that they kept saying would be resolved by software updates. Upon cancelling a call center person said they would provide packaging materials to me to send the device back to them. I never received those materials and instead was charged $1590 for a device that's over 2 years old in the first place after having spent nearly $800 on the membership in the first place. They unceremoniously charged my card - did not even send a receipt to my email, and did so without my permission. I expect a full refund and shipping materials to send this garbage back to them.Business response
10/04/2022
Per our Return policy if a member cancel their subscription at any time, they must remove their medications from the Dispenser, perform a factory reset to remove Personal Information from the Dispenser, and return the Dispenser to Hero within thirty (30) days after your subscription has been canceled. A return label will be provided free of charge, and the Dispenser must be packaged per instructions provided by Hero. If the original packaging materials for the Dispenser are no longer available, a replacement set of packaging materials will be provided by Hero, and you will be charged for the shipping and handling fees associated with the replacement packaging materials. If you do not return your assigned Dispenser within this thirty (30)-day period, we will charge you a one-time fee of $1,500.
Unfortunately, we were not informed that Repackaging materials are needed but our Support Team will reach our to the former member in order to confirm shipping details and provide necessary equipment for the return. Full refund for the unreturned device fee will be issued as soon as the unit is returned to our facilities.
Initial Complaint
08/25/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I been customer with hero for over 8 months and beginning hero had special 6 months promotion they charged me full price $29.99 monthly instead discount price which h was $16.99 had to deal with issue never got credit or refund and than the main issue happened currently August I shared my feeling by rating hero and giving my thoughts it's pricy I was discriminated without I signing authorizing or agreeing or asking to cancel subscription inaas canceled without my agreement and hero did not do right thing by canceling retaliating against me disabled patient because I shared my feeling by review they violated my consumer rights as well disabled person rights ...I called today August 25 2022 at 08:38Am pacific time spoke to female associate she stayed hwr colleague canceled my subscription because I gave zero review star and bad review its expensive this is wrong asked for my subscription to be reinstated and they basically discriminate me retaliate me and violated my rightsBusiness response
08/26/2022
Dear ****,
First off, please accept our sincere apologies for the omission on our end and the inconvenience caused.
The misunderstanding happened due to call made to our Support team on August 1st where member inquired about cancellation options, followed by review which led to account termination.
The subscription has been reinstated on the same day and we have provided one month worth of credit as a token of appreciation for being a long-time valued member.
We remain at our customer disposal 24/7.Per our Terms of Use, if the member decide to cancel subscription at any time, they must remove medications from the Dispenser, perform a factory reset to remove Personal Information from the Dispenser, and return the Dispenser to Hero within thirty (30) days after your subscription has been canceled. A return label will be provided free of charge, and the Dispenser must be packaged per instructions provided by Hero.
Customer response
08/29/2022
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 and the matter has been resolved.
Sincerely,
***********************
Customer response
09/08/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:This second time making complaint regarding hero they kwn me refund $60.27 and was promised August 26 will be refunded back to my account they lied to me over 10 days now haven't got refund back hero has a good reputation of lying ripping off patients specially with disabilities they need get there business straight and also refund my money own immediately please there liers and refusing to refund even they said we are refunding back it's over 10 days now
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
09/09/2022
This refund went through in the form of a reversal on Aug 25, 2022, 1:30 PM. In the case of a reversal customers don't see a refund credit on their statementthey'll just see the original authorization drop off their statement entirely after a few days. There will be no payment, and no refund. It will appear as if the whole transaction never happened. Their bank should be able to confirm this for them. Depending on customer's card issuer, the original charge should have disappeared from their pending charges by Sep 1, 2022.Initial Complaint
08/18/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I continued to be charged 2 months after canceling service and they refuse to refund the money.Customer response
08/18/2022
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
06/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I never activated my hero health pill dispenser, yet theyve been billing me fo months. I cant contact them b/c they dont answer the phone and their support chat doesnt work either. Nobody responds. Please help. Im on a fixed income. And their pricey subscription is hurting my finances a lotBusiness response
07/15/2022
The customer requested cancellation via phone on June 16th, 2022. The subscription was cancelled immediately per user's request and a prepaid return label was provided in order to ship Hero smart dispenser back to our facilities free of charge.
Currently, we are waiting on shipping address confirmation from the member so we can provide repackaging materials.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
37 total complaints in the last 3 years.
9 complaints closed in the last 12 months.