Complaints

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:02/18/2025

  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 have submitted the appropriate cancellation form thru Hone Health twice (per their instruction) and have not yet received confirmation from them that my membership and medication subscriptions have been cancelled. It has been over 5 days since my initial request was initiated. I want my membership and ********** subscriptions cancelled immediately. Thank you. I have not received any useful communication from them at all about this matter. Everything I've received from them is automated responses.

  

  Business Response

  Date: 02/18/2025

  ****** from the care team messaged you back that your cancellation is being processed. She will communicate with you once completed. 

• Initial Complaint

  Date:02/13/2025

  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.

  Hone health is receiving, assigning, but then marking my requests for subscription cancellation as "resolved" without contacting me. I have been trying to get support for 3 business days to cancel. I have reached out via form, email, and forum, and have heard from no one. A person is being assigned my request who is marking them "resolved." I have been a great customer and faithful subscriber since 2023.

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  The business finally reached out to me and was able to perform the requested cancellation. This complain may be closed.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:02/12/2025

  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.

  this company *****. They will NEVER call you back.. you cant talk to anyone.. they will NOT send you the correct dosage or even the stuff you need.... what they will do is take your money and then you never hear from them again. DO NOT USE HONE.. go to a real doctor *** actually cares. My husband has yet to get the correct dosage and is out of his needed medication before he is suppose to be.

  

  Business Response

  Date: 02/18/2025

  The Care Team has already closed your husband's account and refunded him. 

• Initial Complaint

  Date:02/08/2025

  Type:Sales and Advertising 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 started my membership approximately 5 months ago. I pay $129.00 a month for the membership plus the cost of medications. I have not had a problem receiving my medications until about a month ago. I have tried several times to contact the company regarding this issue with no response. I have emailed their customer support ************************************ with no response. I did receive an email from a person by the name of ******* ***** stating if there was anything they could do to help. So I sent an email asking when my medication was going to ship and I never received a response. I have made several attempts to contact them through their customer service *********************** number*************). You can never seem to get anyone on the phone to talk. It always asks to leave a recorded message (which I have done several times) with the promise they will call you back but never do.

  

  Business Response

  Date: 02/11/2025

  Hey ********,

  We don't have an active phone line, so please use this link in the future to submit a ticket instead of calling that number: *****************************************************************************************
  
  I'll make sure a member of our Care Team touches base today to help, stay tuned!

   

• Initial Complaint

  Date:02/08/2025

  Type:Delivery 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.

  Product shipped to address I did not give to them. I've made several calls and emails to the company requesting refund. No response.

  Customer Answer

  Date: 02/08/2025

  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

  Date:02/03/2025

  Type:Delivery 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 started Hone Health trt last July. I paid $129.00 a month. They called it a membership to get T meds. I started the trt treatment and after 3 months, I was ****** because according to the computer software documentation at the health club I lost muscle tone and gained weight. I got fat. I complained and they Hone ordered labs and resulted was that along with ************ level increase my estrogen levels shot up to over 60. 10 is a top number for my age. So I stopped ************ and started an estrogen blocker. Now that number is low as is my T levels. I'm right back to where I began and I paid this rip-off program over $1,000. I will be seeking legal advice.

  

  Business Response

  Date: 02/03/2025

  A member of our Care team has been in touch and will continue to help.
  
  Hone doesn't guarantee results, and any results you receive are a combination of following your treatment plan and various lifestyle changes. We understand your frustration and will continue to work with you to help address your concerns. 

  Customer Answer

  Date: 02/04/2025

  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]

   

   This was the notes from my visit with their doctor.  I tried to contact Hone Health several times to resolve this issue and they refuse to respond and fix their error.  After I took a screen shot of the doctor's notes (see below) Hone Health deleted all doctor's notes and they have been erased so I wouldnt have access to them.
  After the doctor discontinued *********** 1mg tablets and told me to stop taking it because it would cause harm, Hone Health sent me another bottle of it a week later. I received it yesterday.  This is a case for the fraud department and medical Board.
  
  Doctors notes:
  Due to an error the ********************** was discontinued. Pt is mostly concerned with weight loss and is interested in ***********. He wishes to discontinue TRT

   

   

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

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

  

  Business Response

  Date: 02/05/2025

  Our Care Team will be in contact to discuss a resolution. 

  Customer Answer

  Date: 02/06/2025

  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:

  I am amazed that Hone Hsalth has plenty of time to respond to BBB, but I have received no communication from them at all.  I was told to stop a medication from their doctor and the following week they send me that medication and charge me for it. What a disconnect.

   

   

   

   

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

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

• Initial Complaint

  Date:10/22/2024

  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.

  I started trt with Hone Health 2 weeks ago, they did not provide me with the proper amount of supplies to use my prescription and they refuse to correct the problem. I did not receive what I paid for, they ripped me off.

  

  Business Response

  Date: 10/25/2024

  A member of our team will be in touch to get this corrected. There's not reason why all materials shouldn't be included with your prescription, so if you'd like to email me personally to dive into more detail. Please email me at ************************************************************* 

  Customer Answer

  Date: 10/25/2024

  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 told me I was paying for 3 months of treatment, it's in their email communications. Not only did I not receive 3 months worth of treatment I didn't receive enough supplies to get through the small amount they did send. I want a refund. I would not have paid that amount had I known what I was actually receiving.  Deceptive practice. They flat out lied and took my money.

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

  

  Business Response

  Date: 10/29/2024

  Hey ***,

  You were not charged for 3-months of treatment. You were charged $45 for your initial labs + $129 for your first monthly membership + $50 for your confirmatory lab + the cost of medications for you first month of treatment. Our team was in communication with you throughout your first month, and if you didn't feel comfortable at any moment, there was no commitment to proceed with purchasing. 

  I have refunded you the $129 membership fee since you did fill out the cancellation form and will not continue with our service. 

  Best,
  -Hone Team
  

  Customer Answer

  Date: 10/30/2024

  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:

  In the attached emails I asked for verification that I was paying for 3 months of treatment and was told yes, that's from Hone's people. I want what I was told I was paying for or a full refund. 

   

   

   

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

  
  Sincerely,
  
  *** ******
  
  
  
  
   
  

• Initial Complaint

  Date:08/30/2024

  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.

  Prescriptions were late, several times, lost blood work results, I ran out of medication two months ago, I contacted the Hone and they said they need a blood test. I did the blood test and sent it back and they lost it. I did an online ** visit and she said we are going to change your medication. Never heard anything but received another blood test. I completed the blood test and sent it back. 8 days later I get a text saying we need your blood test to be sent. I messaged back it has been sent, I sent it back the day I received it and explained that I am out of medication. She said the lab found my blood work. The *** text me back the next day saying your meds will be shipped out in 2 days. She advised me they will send out the prescriptions that the ** advised me to start over a month ago. Now I just got a text from the company again telling me I need to have another consultation with another **. ***** no meds. Absolutely terrible service but yet they take my money every month like clockwork. I been with this service for over a year. I have run out of medication 5 times. This will be the last time.Too many other companies offering roughly the same plan pricing.

  

  Business Response

  Date: 08/31/2024

  Our team has been in touch with you. If you have evidence or proof of the claims made in your statement, please share those with the BBB. Your meds are on their way as ****** from our support team relayed to you. 

   

• Initial Complaint

  Date:08/13/2024

  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.

  Membership to join Hone Health does not disclose a monthly fee. This needs to be provided upfront. Since the order was completed online - by law there needs to be an option to cancel the order (online).

  

  Business Response

  Date: 08/14/2024

  Sorry for the confusion here, but we do disclose the membership on our website here under the 'how it works section' *****************************************************;

  Additionally, you have not been charged a membership fee yet since you haven't purchased your treatment plan. There is no obligations to join if you don't feel comfortable. You will still have access to your blood work and consultations notes.

   

• Initial Complaint

  Date:08/09/2024

  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.

  Hone is engaged in predatory business practices and the BBB enables them by keeping their A+ rating. After the initial consultation the option to purchase the recommended prescription medication was enabled. One the medication was selected I was directed to the checkout screen to complete my order. The medicine and membership fee were itemized on the receipt, which I have a screenshot of. Once the transaction was completed I was sent a receipt for the membership and then informed that further testing would be required before I could receive the medication. This was AFTER the ** said I did not need additional testing and AFTER I was given the option to purchase the medication. The medication apparently was offered under false pretenses in order to have me sign up for the membership. As of today, 8/8/24, no response has been received from the customer support team after I requested to have clarification on why they were not upfront about the medication. Also, the BBB was at one time a respectable organization. It seems now as long as a company pays their membership fee the BBB will allow them the top rating. Multiple negative consumer reviews and complaints resulting in an A+ rating should tell you everything you need to know about both companies.

  

  Business Response

  Date: 08/09/2024

  Hey *******,
  
  Your doctor requested a rested due to some abnormal readings in your panel. This info can be viewed inside the doctor notes under the My Hone section of your account. If this was unclear during your consult we apologize, and a member of our medical team will be in touch to discuss further with you. If your retest readings don't come back normal, then you will receive a complete refund if you no longer wish to move forward. I have gone ahead and refunded the first month's membership of $129. If you decide not to stay onboard then the rest will be refunded, however, if you decide to stay the first month's membership will be free. 

  I know this situation might be frustrating, and our support team can and will do better to communicate information to you. We have to do better there. 
  
  The biggest benefit to being with Hone is often what some consider the biggest pain point. Our onboarding is not fast and takes time. Why is that? We take ZERO short cuts and abide by ALL regulatory and best practice guidelines set by the *** and **** This means were extremely careful with who we treat and how we treat them. Confirmatory labs and sometimes retest labs before starting are safety protocols that do delay things, but they assure that ALL patients are ready to safely begin treatment. Hone makes NO money off these labs or confirmatory tests, in fact, from a sales perspective it hurts us since we might not be able to start a patient on treatment if their labs or health arent in a good place. We always credit full refunds if a patient cannot begin treatment. 

  Other companies/clinics skirt around all of this, ignore safety and focus on onboarding as many customers as possible and just getting them on treatment. Hone doesnt have customers, we have patients. And although were a business that wants to make money, our first goal is our patients health. If we can treat them safely, we know their business will be with us for the long haul.
  
  In this case, our support team needed to do a better job of explaining the situation. Whether you decide to stay with us or not, someone will be in touch to get more details about your consult and help you take the next steps base on your decision. 

  Customer Answer

  Date: 08/11/2024

  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]

   

   The doctor did not request additional testing. There were no abnormal test results. I requested additional testing that was not done previously as a precaution against adverse reactions to a different treatment plan that may be used in the future. This request had nothing to do with the current treatment plan. A company representative,***, also reached out to me by phone to explain that she read the doctors note incorrectly and that she was moving forward with my prescription. This again shows that this company utilized dishonesty in its business practice by saying one thing in private and something completely different in a public setting. A more thorough review is warranted for this company to continue to operate in the healthcare industry. 

   

   

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

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

  

  Business Response

  Date: 08/13/2024

  A member of our support team will be in touch to assist. If you still wish to cancel, they will credit a full refund. I cannot share anything further relating to patient information through this platform.