ComplaintsforPersona Doctors

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During my 3-year Letter of Reprimand with the Department of Homeland Security PROGRAM ACCOUNTABILITY AND RISK MANAGEMENT, I was told by Persona Doctors that Dr ****** ******* doesn’t work there anymore and that my pills/medication are not to be mailed monthly. I found out yesTerday that it was not the case because they said that I was wrongfully pronounced dead and that I need to handle it legally

  Business response

  06/13/2023

  After  Dr ********** left our practice, patient was asked to come in for further evaluation by the doctor taking on his caseload. Patient refused to come in for an exam, and proceeded to send the staff of Persona Doctors messages that made the staff concerned for their safety. As such the patient was medically cancelled. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an autorefill with the company and request numerous times by phone to cancel that auto refill. I've submitted multiple forms online as requested and sent emails on top of email requesting cancelation. You are unable to speak to a person because ALL calls goes to a answering service who only leaves messages on empty desks. The shots are warm upon arrival instead of being packages as the website indicate. I pay $25 for shipping and it does not include the ice paks that are required for S.Fla. I should not have to cancel my credit card to stop the auto refills from happening. ***** will not return the package without me paying additional fees.

  Business response

  05/05/2023

  The customer placed an order on 11/16/22 for an auto-refill subscription of B12 injections for refills every 70 days. Their first refill was processed on 01/26/23 and delivered on 01/29/23. The next refill was processed on 04/04/23 and delivered on 04/07/23. We received three messages from our answering service in the evening of 04/05/23 & two in the evening of 04/07/23. We also received one email in the evening of 04/05/23 which was responded to on 04/10/23 informing them that the auto-refill subscription was cancelled as of 04/05/23 and no further billing would occur. The 04/04/23 refill was shipped out on 04/05/23 three hours before we received the requests to cancel. Prior to these messages and email, we do not have any record of calls or emails since November 2022 which pertained to their first shipment. Regarding the packaging our injections are to be stored at room temperature and the ice pack is included to help keep them close to that during transport.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered B-12 shots and self injector. Paid extra for shipping faster. Package finally arrived and and was not kept cold. NONE OF WHAT I ORDERED was what I saw on website . Spent $430.00. Have sent 6 emails. NO response. That is the only way to get a hold of them.

  Business response

  08/04/2022

  This customer placed an order on 06/12/22 for B12 shots and a self-injector. We ship via ***** and offer Ground, 2day and Overnight options. Customer selected Ground shipping and their order was shipped out on 06/15/22 and delivered on 06/17/22 at 2:40pm.

  Customer contacted us on 06/17/22 at 3:09pm and unfortunately, due to a technical error, our response sent on 06/17/22 at 3:42pm was sent back to us. We were not aware of the error until they contacted us again on 06/24/22 at 1:52pm. We responded on 06/24/22 at 3:08pm apologizing for the error and forwarded the intended response from 06/17/22.

  The customer received the order but was unhappy with our explanation that the ice packs are included in shipment only to keep the injections as close to room temperature as possible. Our injections should NOT be refrigerated as the ingredients are meant to be stored at room temperature. The products received are as advertised on our website.

  On 06/27/22 we were notified by Merchant Services that the customer initiated a chargeback for the payment on 06/24/22. The funds were taken back from our bank account on 06/29/22.
  As such, we consider this case resolved. They need to contact their bank/financial institution to inquire when the funds will be released/returned to their account if they have not already.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered B12rx shots from a web site www.B12rx.com doing business under Persona Doctors that were to be received within 4 days after my order. The order was to be delivered in a cold pak. The product arrived several days later and was 82 degrees when I opened it. I've sent two emails to their "contact us" link without a reply. I haven't used the shots although I put them in the fridge as soon as I opened them. I found a customer contact phone number which I've never been able to reach anyone at. ###-###-#### and ###-###-#### To make matters worse I signed up for the automatic refill process and can't figure out how to cancel it. Please advise of any additional information you may need. ************************ *************************, Surprise, AZ ********** ************

  Business response

  05/24/2022

  After a thorough review of our records we found that **********'s shipment was sent out on time, and per his order sent via Ground. Additionally, our customer service team did respond to ************ on 5/13, apologizing for the delay in responding to him due to a bug in our recently updated email system. As was explained to **** ******** in our 5/13 email the B12 injections should be kept close to room temperature and can withstand higher temperatures without losing potency. However, in the interests of goodwill I have instructed our order fulfillment team to send out a replacement order by priority ****** That order should be processed and sent out tomorrow (5/25) or Thursday (5/26). Please let us know when he receives the package. I've also instructed our fulfillment team to cancel auto-ship on ************'s account, but do hope he decides to use our products in the future. 

  Customer response

  05/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was with Persona Doctors approximately 8 years ago and lost around 30 lbs. I loved the program so much I continued to use the fat burner shots. The last couple of months, the syringes the were flimsy and had little product in them. When I complained I was told I needed instruction from persona Doctors on using them(gaslight-ing). I went so far as to request the old shots and they said they couldn't send because of the UV Light, which was a lie because they sent me two by mistake. I then sent back two unopened shots, I was then told I had to take the shots that didn't work with little product and could not receive a refund. This was a complete rip-off and I'm offend that they thought I wouldn't notice what they were doing. It's really sad that a company who at one point had a great reputation has come to this. I have paid 25.00 per shot for shots that they knew were useless.

  Business response

  10/18/2021

  I've gone over the interaction records from this patient complaint, and we did send replacement shots for the shots she said were defective. Additionally, the new amber colored syringes are what we intend to use going forward as they protect the product better than clear syringes. Same reason beer bottles, for example, are brown or amber colored. Any clear syringes that have been sent out recently are us just exhausting our existing stock of syringes before completely switching over to the new supply. Our formulations have not changed. Nor has our dosages. 

  Whenever we get reports of a broken syringe or of a syringe that has leaked we are generally happy to replace the product. 

  Customer response

  10/20/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  Im rejecting this response because, I complained about  the new syringes because they were cheap  and when I tried to use them I was getting nothing out of them.   I Noticed that they were putting less product in the new syringes because, they were not like the the sturdy syringes we received before.  I was paying 25.00 a shot and if I was lucky when it worked getting maybe 10.00 worth of product out of the syringes. When I asked  for the  clear syringes that work at first I was told  yes after I sent back the syringes, I was told no longer used those syringes.  I had to keep the old syringes that don't work with less product  than what I paid for. I  also have an email where at one point they sent me two clear syringes. This is Just not how you do Business.
  

  Business response

  11/04/2021

  We are honestly at a loss for words. We have not received any other negative feedback about the new syringes we are using. Again, I formulas and dosages have not changed just using a new supplier for the syringes. The only other possible issue is her auto-injector may need to be adjusted to accommodate the slight change in the shape of the syringe over the prior supply. The new syringe carries the same amount of product as the old syringe. As always if a syringe breaks or leaks in transit we are more than happy to, and in this case did send, replacements free of charge. 

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