ComplaintsforHero Health, Inc.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 lot

  

  Business 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. 

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a medical device (Hero Pill Dispenser). It was not clear in purchasing the device that there were 2 stipulations. 1. There is a $29.99 a month membership fee. 2. When you cancel you have to send back the dispenser (even though you pay $150.00 for the dispenser). -I'm angry with the company for not making this clear at the time of purchase.-I'm angry with this company for taking money out of my account every month when I needed it the month DURING A PANDEMIC!!!!!-I'm angry at this company that even though my credit card expired they figured out the correct ************ sequence to continue charging me the monthly fees (without my *********************************** angry with this company that I've now given almost $750.00 to and I have nothing to show for it.And when I express this to customer service I get oh I'm sorry. I understand. It's a complicated piece of equipment, you just can't keep it. Are you frigging kidding me????? I would rather throw it in the trash!!!!!!!!!!!!! Your company is a fraud. You are stealing money away from how many people. The idea is great, The execution, and the service is ridiculous, lousy, and absolutely absurd!!!!!!!!!!!!!!!!!!

  

  Business response

  07/15/2022

  Hero smart dispenser is a subscription-based product the Initiation fee is not a purchase price but rather a way to become registered as a member. The subscription costs $29.99 per month and requires a 12-month commitment. After the first year, members continue to pay monthly membership but can cancel at any point without additional charge and return the device within 30 days of cancellation to avoid additional fees per our Terms of Use. 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.
  
  
  
  Hero smart dispenser has been returned to our facilities on June 24th, 2022. 
  
  

  Customer response

  07/16/2022

  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]

   

  I accept the monthly fees associated with your product. What I dont accept is that I paid $150 for a piece of equipment that I will never get back. It was never stated that I was going to have to give the equipment back and/or not get my money back.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  08/26/2022

  Member placed an order through our website on April 25th 2020 and was charged at the point of purchase a discounted amount $49.99 using a discount code, for the Initiation fee ($99.99 full amount). Initiation fee charged when placing an order is not a purchase price, but rather a way to become a member. After the activation of the machine, or 7 days of receiving the machine, whichever comes first, we begin charging you the monthly membership fee. First invoice was charged upon activation on May 7th 2020 and monthly on the same day after that. 

  Per Terms of Use available on our website, users are obligated to return the device after their membership ends. Purchase of their Hero device is protected by a 30-day money-back guarantee. Hero device can be returned for free for any reason within 30 days of activation.

  If member decide to cancel their membership at any time, they are required to remove medications from the Dispenser and return the Dispenser to Hero within thirty (30) days after the final day of their membership term. If the device is not returned within this thirty (30)-day period, we will charge a one-time fee. 

  
  Membership was cancelled per their request and customer has been provided with a prepaid return label in order to ship the unit back to us. Unit has been returned successfully to our facilities so no additional fees were charged. 
  

  
  

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/15 the Hero device I have was not dispensing medication. The companies so called "engineering" team had to look into it. 2 days later decided it should be swapped out without any further contact (this could have been identified the same day). Finally get the new device today 4/21 and it is unable to be set up. Contacted Hero Again!!!! They need to get the "engineering" team Again!!!! I receive an email at 4pm that they can't fix it today and hope to fix it by tomorrow. Going on a week now without being able to use the device that is paid for monthly to dipense the proper medication, I now have to make 2 trips daily to manually get the proper meds for a week. When I try to call back stating I need it resolved. Every single person in the entire office is unavailable. Except the online 24/7 support who told me they cant do anything except let the team know I called for an issue that should have been resolved a week ago. I've lost all patience with trying to speak to them to resolve this and need assistance to get them to do what they promise, and what I pay for every month.

  

  Business response

  04/26/2022

  Member reported dispensing issues with Hero smart dispenser on 4/15/2022. After our Engineering Team inspected the device logs, they have deemed a necessary replacement which was sent on 4/18/2022. Unfortunately, member encountered transfer account issues with the new device which required additional review and assistance from our Software Engineering Team. Resolution has been provided on 4/22/2022 and as a token of apology and appreciation, we have provided 3 months worth of credit toward his monthly invoices. 

   As a Team, we are dedicated to serving all our members especially those with health conditions and complex medication regimens as Hero offers them the ease and peace of mind they deserve. Our members experience is one of our top priorities, and we continue to be here for them 24/7. We will continue further optimize and enhance the overall Hero experience and strive to ************ to the specific needs of our users.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While staying with my sister and brother-in-law, my mother purchased a Hero Health Smart Dispenser to help ensure she takes the proper medication on time. The purchase was made using *her* credit card x**** on Dec. 10, 2021 in the amount of $302.13 for the required 1 year membership. My brother-in-law helped my mother set up the Hero and used *his* email account to set it up. Now that my mother is back in her own home, she needs access to her account to make adjustments to her medication. My brother-in-law is no longer involved in my mother's medical care, and has yet to change the email account or provide access. My mother has contacted Hero multiple times over the last 3 months to have her login and password reset. Hero has been very uncooperative stating "Passwords cannot be reset", "You must log in using the original email.", and "We'll look into it." I recognize that Hero needs business policies to help ensure that access is not inadvertently granted which could cause unauthorized access to medical prescriptions. However, there is no vetting of the initial setup or consideration for situations such as ours that require changes to system administrators. This inflexibility and lack of consideration and understanding from Hero has prevented my mother from being able to properly use her Hero for the last 3 months.

  

  Business response

  04/08/2022

  Caregiver admin change request was reported on March 7th 2022 after performing a factory reset of the device. 
  

  Hero considers users data protection imperative which is why different policies are in place to ensure that data integrity and security are not compromised.
  Given specific circumstances in this case and after detailed investigation and collaboration between departments, the resolution has been provided on March 28th and communicated to the client. 
  

  
  

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is a *****! They take advantage of people, pay a membership for a machine that does not work, and try and make it nearly impossible to cancel and return the device. Rude support people and lie that they did not receive the hero device back and take over $1600 from your bank account. I reported this to my bank and am warning everyone not to go with this company! They take advantage of the elderly on fixed incomes. This company needs to be held accountable for its product, service, and fraudulent transactions with one's bank account. I can not believe a company like this can exist in 2022. I am sharing this story with all social media outlets and anyone who will listen. I want the money you stole from my account returned. DO NOT USE HERO HEALTH!!!!

  

  Business response

  04/08/2022

  Hero smart dispenser is a subscription-based product that comes with a  monthly fee of $29.99 per month plus taxes (if applicable) and requires a 12-month commitment. After the first year, members continue to pay monthly membership but can cancel at any point without additional charge and return the device within 30 days of cancellation. In case the device is not returned, unreturned device fee applies. 
  

  User reached out on March ********* to report charges for the Unreturned device fee to their account. After our Billing Team investigated the issue and confirmed with customer that misunderstanding happened with the *********** full refund was issued on March 22nd. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hero Health is taking advantage of an alzheimer's victim. I ordered their product to help with my mother remembering to take her medication. She lives in MA and I live in CO, we are in the process of moving her out here. The email when I ordered it states: card will be charged UPON ACTIVATION. My mother NEVER activated, but they have been charging for over 6 months. The customer service is atrocious, unspeakably unepthametic and defensive when I tried to call them on what they were doing. A manager hasn't called me back and its been almost 2 week. They agreed to cancel the contract, WHICH NEVER WAS MENTIONED IN THE ORDERING OF IT, and allowed her to send it back, but will not refund the fees even though we never activated. DO NOT SUPPORT THIS BUSINESS, it is ALL FOR PROFIT, and not about the patient.

  

  Business response

  02/27/2022

  Hero pill dispenser is a subscription-based product that comes with a subscription of $29.99 per month and requires a 12-month commitment. After the first year, members continue to pay monthly membership but can cancel at any point without additional charge and return the device within 30 days of cancellation.

  
  Hero subscription starts after members set up and activate their device for the first time.
  If they do not set up their Hero within a week after delivery, 90-day free trial will begin automatically and they will be billed once a month to the credit card provided.

  
  Member placed an order on June 30th 2021 and after numerous attempts on our end to assist with setup, reached out on February  16th 2022 - 8 months into the commitment period to request a cancellation and a refund. 

  
  We offer a 90-day risk-free trial to all our members, allowing free returns with full refunds and no questions asked during those first three months. We do our best to communicate both our subscription model and the risk-free trial clearly during ordering and we also send multiple emails throughout the risk-free trial, informing the members when a subscription is activated (either when setting the device up or seven days after delivery, whichever comes first) or when their trial is about to end.

  
  Given the specific circumstances, we have decided to not only waive the cancellation fee in this case but to also issue a refund for the months charged so far. 

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I saw an ad for the Hero Pill Dispenser on ******** and due to my long term illness and countless medications decided to give it a try, this was in August 2021 than I had severe health isssues and was put on more medications that Hero dispenser could handle as i was on my trial period of Hero I than called September 12th 2021 to cancel my subscription and return the dispenser. The agent said they could offer me a promotional credit and tried asking me about how many pills I take and tried to get me to continue. I declined and they said Mam a return label will be sent to your email and verrified my email address told me about how to ship it and to make sure it got to them without being damaged...Firstly I was told there was a 90 Day Money Back Guarantee but tonight was told it was a 30 Day but I cancelled well within the 30 day period as my meds were changed on 9/4/2021 can be verified by medical documentation. I than started receiving constant spam emails and phone calls from Hero stating the membership ended and balance was due!! I finally responded yesterday and told them no it was cancelled and explained the situation they than gave me an email saying that I have been being charged for 8 months already and my 12 month minimum commitment I would owe money!!! I called and cancelled this back in September and need help getting this issue resolved. I even leave voicemails because I get the voicemail for Hero Customer support even though they are supposed to be 24/7 live support!!!

  

  Business response

  12/24/2021

  Hero Smart Dispensed is a membership-based product it comes with a monthly subscription of $29.99 and a 12-month commitment. Purchase of Hero device is protected by a 30-day money-back guarantee. Hero device can be returned for free for any reason within 30 days of activation. If the customer decides to return Hero device after the ****** trial has ended but before the initial 12-month period has ended, their credit card on file will be automatically charged for the remainder of monthly payments for the 12-month period. After one year, customer will be charged month-to-month, and they may cancel their membership at any time with no additional payment obligation. The 90-day risk free trial is a special offer that started on November 24th ************************************************* August 20th 2021, does not fall under new terms. 

  However, given the specific health-related circumstances revealed in communication with the user, we have decided to waive the cancellation fee entirely and have provided a prepaid return label to the member so they can ship the Hero smart dispenser back to our facilities free of charge. 

  Customer response

  12/27/2021

  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

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to cancel my subscription with hero health and realized they had hidden a cancelation clause for the remainder of a year in payments. I contacted ** *** consumer protection board to over look everything and make sure it meets the letter of the law as legally binding before paying. I don't remember seeing it when I made the purchase and do not believe I clicked a box stating I agree to these terms. I notified the support agent ***** of my intentions and asked them to cease contact multiple times until a representative of my state could examine everything and he has emailed me almost every day since then around **** Nov. 3rd 2021 I recieved 3 concecutive direct call back phone calls originating from ********, ** from a number not registered to anybody. The number was **********

  

  Business response

  11/09/2021

  Hero smart dispensers are available via subscription only - we charge a $49.99 one-time Initiation fee that's billed when placing the order and our monthly subscription costs amount to $29.99/mo. We also offer a 30-day risk-free trial to all of our members - if you decide that Hero is not the best fit for your needs during those first 30 days we process a full refund, no questions asked.

  Since the member requested to cancel their membership well after the 30-day risk-free trial they were required to pay a cancellation fee equal to the remainder of their initial 12-month commitment (according to our Terms of Use).

  That said, we'll make sure to waive the cancellation fee in full as a courtesy, considering they weren't satisfied with their overall Hero experience.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered this product for my husband whom after having covid needed many medications- since receiving the product we ************* due to him not being able to work- during this terrible time the machine was overlooked and put into storage WITHOUT being taken out of the box let alone set up- they started charging monthly fees I called them several times trying to return it and stop them from charging my account any further- I disputed it with my credit card company- the next month they charged it again along with extra fees and said if I canceled I would be charged a cancellation fee of $300. I literally had to close down my credit card account in order for these crooks to stop taking my money. They cust. Service is a joke- all they can tell you is theyll have to speak to their higher *** to see if Im ALLOWED to return and cancel with them

  

  Business response

  10/25/2021

  Our Hero smart dispenser is only available via membership at a rate of $29.99/month - the membership is activated either when the members set up their device or automatically, seven days after delivery (whichever comes first). We do our best to keep our members well-informed of this dynamic, sending multiple emails throughout the different stages of one's membership (including reminders that the membership will be activated automatically).
  We also offer our members a 30-day risk-free trial - if they decide that Hero is not the best fit for them they can return the device for a full refund, no questions asked. Unfortunately, we haven't heard from the member until well after their risk-free trial expired.
  
  Lastly, we try our hardest to review all cancellation waiver and refund request and we're more than willing to work with our members to reach a satisfactory outcome. In this particular case, the subscription fees were disputed by the member and no cancellation charges were charged. 

  Customer response

  10/25/2021

  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]

   Nothing has been resolved- they have yet to refund any money- the monthly charges were $49.99 a month NOT $29.99 as they are stating   They have since sent me harassing emails stating if I dont return the device I bought from them they will charge me $1,500.00   They are also forwarding emails from other customers of theirs who are also being harassed and having to contact their lawyers to make this company stop contacting them and charging them- I have returned the device and have yet to get my refund the only thing I have gotten is more threats of charging me for NOT returning the device (which I have) and for a cancellation fee that is nearly $300 and thats after theyve charged $49.99 along with other charges I cant even explain what they were for since June! They have threatened to turn me into credit collections. In the sum of $3,597.99 for what???? I have no idea!!! They have their customer service people call who dont hardly speak English and when I ask to speak to a manager they say they are not allowed to bother the higher *** any communication will have to be passed through them and they will speak to the higher *** and get back to me with a response   The only responses I get is more harassment and additional fees that they threaten me with   Something is seriously wrong with this company- never in my LIFE have I ever had to deal with something like this 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  11/08/2021

  We do charge a $49.99 one-time initiation fee that's billed when placing the order - in this particular case, the initiation fee was charged on 6/1/2021.

  Monthly subscription costs amount to $29.99 and were billed on 6/15, 7/15, 8/15 and 9/15. The user already disputed the initiation fee and one of the subscription charges with their bank.

  Since this member requested to cancel their membership well after the 30-day risk-free trial expired we're unable to refund the initiation fee or the monthly subscription fees. However, we'll make sure to waive the cancellation fee ($239.92) and we would also like to confirm that the device was successfully returned to our facilities so no unreturned device fees will be charged either.

*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. ↩