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:04/21/2025

  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.

  I placed an order with Everlywell. They sent me the wrong test kit.I advised them of the error, and asked for instructions on how to return unopened test kit.They refuse to refund. I received no help.

  Business Response

  Date: 04/23/2025

  Thank you for bringing this to our attention. We're sorry for the confusion surrounding this customer's order and appreciate the opportunity to clarify.

  After reviewing the case, were glad to confirm that the correct test kit has been received. The confusion appears to have stemmed from a sample image on the Confirm your test kit card included in the kit. The number shown on that card is intended as an example only and does not indicate the test type of that specific kit. The actual test can be confirmed by checking the number on the spine of the kit box.

  Weve passed this feedback along to our internal team to help improve clarity for future customers. Were always here to help and encourage anyone with concerns to reach out directly at ************************************************************.

  Customer Answer

  Date: 04/23/2025

  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair 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.

  I mailed my kit # SEI-KILR-8059 for a lab test to be preformed. My kit was received 3/28/25 and I have yet to receive my test results. I called 4/14/25 and no help was provided. I call 04/15/25 and was on the call for 26 minutes and the *** told me I have to resolve a technical issue.

  Business Response

  Date: 04/23/2025

  Thank you for bringing this matter to our attention. Upon review, we identified a technical issue with the registration of the customers test kit that prevented their sample from initially being submitted to the lab.

  Were happy to report that this issue has since been resolved. The registration was successfully submitted, and our lab partner has confirmed that the customers sample was still viable and is now in processing. We have reached out directly to the customer to relay this update.

  We sincerely apologize for the delay and any frustration this may have caused. We appreciate the opportunity to correct the issue and are committed to ensuring a positive experience for every customer.

  Customer Answer

  Date: 04/23/2025

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/13/2025

  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 was interested in purchasing products and getting help from this company. While I clicked items I was interested in, at checkout I was NOT informed of the prices of these items, and I was just checked out. Originally the one time fee was ************************************************************* but I didnt know I was buying them. This company proceeded to make me an appointment without my knowledge. (I didnt find out until I talked to customer service) . Every time I talk to customer service they dont seem to understand that I want my money back and I keep getting round about answers or I get hung up on. I want all of my money back in its entirety. Im not even sure how Much they took from me I never got a checkout, or a receipt of confirmation or anything. I want every cent back and to warn others of the scam activity thats going on with this company

  Business Response

  Date: 04/17/2025

  We appreciate the opportunity to address this customer's concern. Upon reviewing their case and coordinating with our telehealth partner, we can confirm that while an invoice was generated for the customer's visit, no charges were applied, and the customer currently owes nothing. The invoice has been canceled. Weve followed up via email and encouraged the customer to provide a screenshot if they believe a charge was made in error, and we remain happy to investigate further if needed. We take customer feedback seriously and are committed to improving communication and transparency throughout the care experience.
  

• Initial Complaint

  Date:04/10/2025

  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 been trying to dispute this charge since July 2024. First, I was a customer of **********************, who did an initial consult for $40usd for weight loss medications. I never ended up going through with the weight loss medications, so I paid for the initial consult, the $40, which is fine. Then, I was charged ******CAD, onto my Canadian credit card, for something I did not purchase. Everlywell has no purchase history on this. I have sent over 10 emails, called over 10 times, and they never give me an answer. I reported it to my bank, which I was refunded through them, but then Everlywell told them I had an account, so they took the refund back, which means I was still charged for it, as Everlywell said I was an account user. I really would like this to be figured out, as it has been sitting on my credit card for almost one year, with no resolution from Everlywell. They keep sending me back and forth from their Everlywell team, to Open Loop Health, but nowhere am I getting an answer.

  Business Response

  Date: 04/15/2025

  We appreciate the opportunity to address this customer's concern. After a thorough review of the customers account and payment history, wed like to provide the following clarification:
  
  The customer enrolled in *********************** Weight Care+ program in July 2024 and paid $49.00 USD for the first month.
  A second monthly charge of $139.00 USD was issued in August 2024, which aligns with the $194.30 CAD amount referenced by the customer.
  No additional charges were processed after August 2024. The customers subscription was automatically canceled on October 1, 2024, following three failed payment attempts in September.
  The August charge was later disputed with the customers bank on December 5, 2024. The dispute was resolved in Everlywells favor, and the charge was upheld as authorized.
  Everlywell has confirmed that no further charges were issued, and we recommend the customer follow up with their bank regarding any confusion around the December 3rd transaction date.
  
  At this time, since the charge has been reviewed and upheld by the customers bank, we are unable to take further action on our end. However, we remain available should the customer have additional questions or require further clarification.

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service 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 the weight plus program a little over a year ago. As expected, I was told to do bloodwork at my year **** which was February. I paid out of pocket $541 dollars for the tests they ordered and find out the medication I was getting monthly is no longer supplied. It is a potential danger to my health to stop abruptly taking a medication Ive been on more almost a year and a half and this company and having it stop two months after paying $541 for bloodwork to continue is unacceptable business. Now I have to figure out health consequences on top of financial without any notice other than we no longer can prescribe this medication!!! Furious!! ******** customer service, and no regard for health and well being!

  Business Response

  Date: 04/08/2025

  We appreciate the opportunity to respond to this customers concerns regarding their ************ membership.
  
  The customer enrolled in **********************'s ************ program in January 2024 and completed the required initial lab work through Quest Diagnostics. Treatment began in February 2024 with an ***-approved weight loss medication. In June 2024, due to a change in the customers insurance coverage, ********************** transitioned the prescription to a compounded medication, which was provided through February 2025.
  
  In January 2025, the customer completed their annual lab work in accordance with the clinical protocols outlined in the program. At that time, there were no known regulatory changes affecting access to compounded medications.
  
  On April 2, 2025, we proactively notified the customer that compounded weight loss prescriptions would no longer be available due to new federal regulatory requirements. This was an industry-wide change beyond Everlywells control. The customer requested to cancel their membership on April 6, 2025, and we processed the cancellation the following day.
  
  As all services included in the membershipincluding lab testing, provider support, and medication prescribingwere fulfilled in accordance with program terms, we are unable to offer a refund.
  
  We sincerely regret any inconvenience caused by the regulatory changes and remain committed to providing compassionate support and clinically sound care.

  Customer Answer

  Date: 04/16/2025

  Complaint: 23161531
  
  I am rejecting this response because:

  Researching this situation, the compound solution must stop by April 22, 2025. *** changed this February 21, 2025.
  January 22, 2025 is when I was ordered to have bloodwork and I booked for February 22,2025. 
  Knowing my history of compound medication, Everlywell support should have reached out and informed me of the changes prior to my bloodwork and before continuing the program. Yes, you have cancelled my membership but that does not negate the expensive bloodwork and having to stop cold turkey from a medication I have been on for a year and half almost. I should have had another vial and a couple of months to work this out but Everlywell mishandled the situation immensely.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 04/18/2025

  Thank you for the additional information. We understand that navigating a change in treatment can be difficult, and we appreciate the opportunity to clarify the timeline and decision-making process behind the customers experience.

  
  The customers lab order was placed on January 22, 2025, in alignment with Everlywells standard clinical protocols for continued treatment. At that time, there was no indication of upcoming regulatory changes related to compounded medications.

  
  The regulatory update from the *** requiring the discontinuation of compounded weight loss prescriptions was not issued until February 21, 2025, nearly one month after the lab order was placed. Everlywell notified the customer of this regulatory change on April 2, 2025, after receiving and confirming the final directive.
  Additionally, Everlywell did not make the decision to discontinue access to compounded medicationsthis was a federal regulatory requirement to which Everlywell, and other providers, are obligated to comply.

  
  The customer's membership was canceled in full upon request on April 7, 2025. All services included in the planprovider care and medication prescribing (prior to the regulatory change)were fulfilled.

  
  While were unable to offer a refund in this case, we sincerely regret the frustration and disruption caused by this regulatory change and appreciate the opportunity to clarify the facts surrounding the customers experience.

  Customer Answer

  Date: 04/18/2025

  Complaint: 23161531
  
  I am rejecting this response because:

  Its just excuses. Id like to save someone else from the pains of the program.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:03/04/2025

  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.

  I have been a part of the weight care + program for a little over 6 months, recently on 12/23 I paid an invoice for $199 for my prescription which I did not receive. I contacted Everlywell by phone AND email, on 1/16, where the customer service **** all stated that after paying Januarys subscription fee ($189), and having a follow up visit with the doctor, that they would send my prescription, using the money I paid ($199) on 12/23 as my payment for this month. It is impossible to connect with the same customer service person more than one time. Now they are telling me that I need to pay this months invoice even though I should have a $199 credit in my account for the product I did not receive. I am hoping to receive either the prescription I am owed, or I would like my $199 prescription payment PLUS my (2) $189 subscription fees for the two months that they have not sent me my prescriptions.

  Business Response

  Date: 03/05/2025

  Were sorry to hear this customer had a frustrating experience with their prescription, and we sincerely apologize for any confusion.
  
  The customer is a member of our ************ program and paid $199 for their December prescription. Unfortunately, despite the medication being ordered on 12/12/24, they did not receive it.
  
  The customer contacted OpenLoop, our telehealth partner, on 01/13/25 and 01/29/25, at which time they were informed that their $199 December payment would be applied toward their ******* prescriptionmeaning they would not need to pay again for *******s medication. Their ******* invoice for $199 was voided, and they were not responsible for that charge.
  
  Our records confirm that subsequent prescriptions were successfully ordered on 01/16/25 and again on 02/27/25, and there is no record of additional missed shipments. Additionally, as a courtesy, we waived the customers March ************ membership fee of $139, so they were not charged for this months subscription. Their regular monthly charge of $139 will resume on 04/02/25.
  
  Since the ******* prescription invoice has been voided, and we have no record of other missed shipments, there are no payments that require a refund. However, we have followed up with the customer directly to offer additional clarification and are happy to investigate further if they believe there are any unresolved concerns.
  
  We appreciate the opportunity to address this matter and encourage the customer to follow up with our team directly with any further questions.

  Customer Answer

  Date: 03/06/2025

  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.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:12/11/2024

  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 have requested multiple times Everlywell STOP calling me and STOP sending test kits. I have NEVER requested any service from this company. They are blocked on my phone but continue to call using different numbers and leave voice messages. I have NEVER requested any test kit or any service they provide yet they tell me they are working for my health insurance company. This is harassment and I now have 5 documented phone calls since asking them to stop. I informed them on each call they are on a recorded line and I'm am recording the conversation using *****.

  Business Response

  Date: 12/11/2024

  Everlywell has teamed up with different health insurance providers to proactively send at-home medical screening tests to their members at no added cost. The test kit in question was issued on behalf of the member's healthcare plan.
  
  We sincerely apologize for any intrusion. If the member does not want to use their provider-issued test kit, they may dispose of it at their conveniencethe program is completely voluntary. We have also opted them out of future contact, and sent a follow-up email to the member to clarify and confirm.
  
  If the member has any further questions, they may follow up with us at *************************************************************** or ************ (Monday-Friday, 9am-5:30pm ET).

• Initial Complaint

  Date:12/06/2024

  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.

  An indoor and outdoor allergy test was purchased through a vendor on October 18, 2024 ($25). After completing the procedures to fulfill the testing requirements, it was mailed for analysis with the provided paid postage. The kit was able to be registered on the business' page with no issues or warnings. However, when checking the tracking progress, it stated Tracking information will not be displayed because this package was shipped with counterfeit postage. Please contact the merchant or seller with any questions. The company was contacted and this is their reply: Unfortunately, it appears that your kit was sold by an unauthorized reseller. This essentially means that these kits were purchased and then re-sold to customers at a much lower price point. The majority of kits sold by unauthorized resellers have since expired or been discontinued.Products purchased through an unauthorized reseller are not eligible for any refund, cancellation, or replacement (per our refund policy)."The kit was purchased, it should be a valid kit, regardless of who sold it. When registering the kit, it was a valid kit, according to the system, therefore it should be able to be processed. The blood samples were also able to be validated by their own imagining system through the phone application. If kits are expired or discontinued, how are they still valid tests on their system? Why does a valid test show when the Kit ID is entered as required?Subsequently, I have received multiple emails with the following information: "The lab contacted us about your recent Everlywell sample, and [...] the quantity is insufficient for processing. We are more than happy to send you a replacement kit at no additional cost so you can collect a new sample." Leading one to believe that the kit would be replaced. However, when accessing the address confirmation link, there was an error stating that the request could not be processed.

  Business Response

  Date: 12/06/2024

  We're sorry to hear this person has had such a frustrating experience with their test, and we sincerely apologize for any inconvenience.
  
  The customer purchased an ********************** Indoor & Outdoor Allergy Test from an unauthorized reseller on **** on 10/18/24. While the kit was successfully registered, the lab was ultimately unable to process their test as the provided sample was insufficient. Per our Refund, Cancellation, and Replacement Policy, products purchased through unauthorized resellers are not eligible for refunds or replacements. Additionally, this test was discontinued on 11/11/24, and we are unable to fulfill further requests for it.
  
  **********************************************************************************************************
  
  We have emailed the customer to offer added clarity and advised them to request a refund from the original **** seller. As a courtesy, we have also provided a one-time-use 30% discount code for a future purchase through our website.
  
  We appreciate the opportunity to address this concern, and encourage the customer to follow up with our team directly with any further questions or concerns.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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.

  I ordered a food sensitivity test on 08/26/24. It was registered on 09/26/24 at the lab but that is the last update I have received. I reached out asking for an update approximately 10/29/24. The response I got was very general and did not answer any questions. I just want to know how long this process will take and if there are no concrete answers, Id like to have the test thrown away and a refund.

  Business Response

  Date: 12/02/2024

  We appreciate the customer bringing this to our attention and regret the inconvenience experienced. The customers kit was marked as delivered by **** on 09/26/24; however, our lab unfortunately did not receive it. Occasionally, **** batch scanning can result in false delivery notifications, and it appears the kit was lost in transit.
  
  As the Food Allergy Test has since been discontinued, we have processed a refund less shipping and handling costs to the customers original payment method. Refunds typically reflect within 5 business days, depending on the customers bank.
  
  We apologize for the delay and hope this resolution addresses the concern. If there is anything more we can do to assist, we encourage the customer to follow up with our team directly.

  Customer Answer

  Date: 12/04/2024

  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. They responded to my complaint and provided a great response.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair 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.

  My wife and I have requested that they STOP calling us and STOP sending their test kits. We have blocked them on our phone, but they continue to call every other day and leave voice messages. We did not request their test kits, they will not tell us why they are sending them to us, and we don't want the kits or their harassing phone calls. They refuse to stop contacting us.

  Business Response

  Date: 12/02/2024

  Everlywell has teamed up with different health insurance providers to proactively send at-home medical screening tests to their members at no added cost. The test kits in question were issued on behalf of the customer's healthcare plan.
  
  We sincerely apologize for any confusion. If the member does not want to use their provider-issued test kits, they may dispose of them at their conveniencethe program is completely voluntary. We have also opted them out of future contact.
  
  If the member has any further questions, they may follow up with us at ************************************* or ************ (Monday-Friday, 9am-5:30pm ET).

  Customer Answer

  Date: 12/03/2024

  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.
  
  Regards,
  
  ****** ******