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Complaint Details
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Initial Complaint
08/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I asked for refund as I would not be able to reschedule my appointment at this time. I was told a refund was issued and to allow 5 business days. I have contacted my financial institution by phone today and there is not a transaction of a refund issued as it would show pending on their end. Please issue my refund. I will not be using your services.
Business response
08/19/2024
Hello!
Upon hearing about the refund not going through, my team did some digging. We were also able to talk with ******** on the phone today, and get to the bottom of this. ******** let us know that she is going through these hoops with her bank to get refunds for MULTIPLE companies. It was reassuring to know it was not just our company. It is unfortunate to hear the BBB complaint over this matter when likely the bank must get involved, and I can't remedy the problem on our end. I attached a screenshot of the refund denial, something ******** has experienced in the past. We are ready and able to process the refund again as soon as possible. ******** is going to email and/or call us when her bank issue is resolved.
Please let me know if there is any other information that would help!
Best,
Aspen ******Initial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an appointment on 10/23/23 to renew my medical marijuana card for PTSD. I paid the additional charge to expedite the process. They submitted my form with the incorrect name on it which I discovered in an email from the state. I called Elevate Holistics immediately after receiving the email. They insured that the form was now correct and had been sent to the state. This was over a week ago. I have received another email from the state, as well as speaking to them on the phone, and the form has NOT been submitted. I have just spoken to Elevate Holistics again and they are "checking" on it. I have now been without my medication for almost 1 month. This is not recreational for me--My daughter went to Heaven unexpectedly and this is my anxiety medication. Please help meBusiness response
01/03/2024
Good afternoon,
After looking into the patients account, she was indeed approved for her medical card on 11/13/2023. The state would have notified her via an email of her approval. We called the patient today 1/3/24 after receiving your notice, left a VM and emailed the patient her medical card from the state site.
It looks like when the patient booked herself on our website she did not enter in her legal last name. After the state rejected, the patient called us on 11/8/23. We corrected the application to her correct legal name and resubmitted her application that same day. The state approved on 11/13/23, within their time frame of approval.Initial Complaint
12/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Agreed to use Elevate Holistics to provide a doctor referral for NJ medical marijuana card. Was told that the initial appointment referral was for a 1 year period. After six months was told that referral is only for a 6 month period, now requiring an additional 3 Doctor appointments (@ $85 per) over the term of my state patient card. I feel I have been deceived by Elevate Holistics and all attempts to remedy have been mis handled by customer service and supervision.Business response
02/23/2023
Business Response /* (1000, 5, 2022/12/08) */ Patient booked appointment and was seen on June 15th 2022. Patient reached out to us 12/7/22 and his approval had expired. His original paperwork indicated a 6 month approval but it was his understanding the approval would be one year. On 12/7/22 we called him and explained the reason for a follow-up appointment, and gave a free appointment to help this patient with the misunderstanding. Unfortunately, not all physicians give the same approval period timelines but we were happy to waive his second appointment fee. Patient was seen and approved for a full year. Please don't hesitate to reach out! Attached is call history with patient. Consumer Response /* (2000, 8, 2022/12/08) */ Complaint has been resolved.Initial Complaint
12/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went through the process to become certified to obtain a medical marijuana card in the state of Oklahoma. Once I paid the fee, I was given a recommendation that did not have my accurate address on it. During the following two weeks - and via multiple email/phone contacts, the company failed to address the issue and has yet to rectify their mistake, despite taking my money. This is a VERY simple resolution. I requested that my apartment number be added to the open space marked, "Apt #." At one point, they added the apt # in the front of the physical address, which seems like it would cause even more confusion. Considering the issues I've had with the Post Office delivering my mail, I need this to be as accurate as possible (and in fact, conforming to the very form that they are issuing to me).Business response
02/23/2023
Business Response /* (1000, 5, 2022/12/08) */ Contact Name and Title: Aspen ***** - Operations Contact Phone: XXXXXXXXXX Contact Email: *****@elevate-holistics.com Patient booked appointment on 11/20/22 and was seen 11/21/22. He reached out to us about the apartment number error on 11/21/22 via email. We responded 12 minutes later that it would be updated and to please allow 24 hours. He emailed again on 11/26/22 asking about the delay, we responded 19 minutes later that we were awaiting approval from the doctor. He reached out again via email on 12/2 after-hours upset about the scenario - we replied after the weekend on 12/5/22 with an apology, updated paperwork, and 50% refund on appointment for $37.50. We did fail to let him know he could download his new paperwork as soon as it was done, but when we heard from him a 3rd time we sent it via email so he didn't have to login and download it. We have further trained the customer service agent to educate the patient throughout the appointment process on how to access their portal information. Consumer Response /* (2000, 7, 2022/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Eventually took actions to resolve the issue
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.