Complaints

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Requested my medical records via the freedom of information act and was told I wouldnt be given them because admins or coordinators only have access to my labs. I asked what the process is and to speak with a manager and all I get told to do is calm down or we will not help you. I wasnt cursing or yelling. I keep getting ******* who keeps redirecting me to a sales professional i never worked. I have the right to my medical records from them to include all notes, test results, interpretations, and prescriptions of which i am being denied access to.

  

  Business response

  10/06/2023

  We tried explaining to ****************** that due to HIPPA restrictions, he would have to send us an authorization to release his records to the 3rd party he is wanting us to provide us the information.  Alternatively, we could mail a copy to his home as email is not secure.  We mailed out the information on 10/2/23.  We also just received a release form from ****************** and faxed the records immediately to the VA.  Again, no one in our office withheld any of his records, we simply needed authorization.

  Customer response

  10/10/2023

   
  Complaint: 20676058
  
  I am rejecting this response because:

  It is the 10th.  I have not received my records.  Nor has the VA confirmed reciept of such records.

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

  

  Business response

  10/12/2023

  We fail to understand why our response is rejected.  The patient's full medical records were attached to our response.  Additionally, we attached the medical records request from the patient which was dated and received on 10/6/23.  We are attaching confirmation of sending the requested medical records directly to the number provided by the patient to the VA.  Any errors in the VA not properly filing or receiving our faxes is solely due to either an incorrect number or their systems being down as we use a digital faxing machine which continues to resend any failed faxes.  We are happy to mail the records to the VA should the patient authorize and provide their mailing information.  Alternatively, the patient is in full possession of the records from our previous response to BBB and is free to deliver them directly to the VA.

  Customer response

  10/16/2023

   
  Complaint: 20676058
  
  I am rejecting this response because: The attachment provided shows the attempt to send the documents failed.  The attachment was a one page attachment showing that the fax failed.  There were no other pages after the one page document.  There were no other attachments.  Hence the response is rejected.  A failed attempt at faxing documents does not mean the documents were received by the VA.  Also the attachment is one page meaning it only shows the failed attempt There are no further documents.  No documents have been received at ************************************************************ ** ***** from action mens health.  It is currently October 16th and no medical records have been received by any means at all.  

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

  

  Business response

  10/26/2023

  ******************,

  We respectfully request that you go back through the messages contained herein as the records you requested have been attached herein.  Asides from that fact, the fax report you mentioned displays that the number you provided us is not accepting faxes (we use a digital fax that continues to re-attempt failed messages).  Its apparent that the problem is at the VA's end.  Secondly, your medical records were attached to this thread (please re-check - and we are re-attaching again).  With respect to the mailed copies, we have confirmed through two sources within our office that they were sent.  As for the prescription, its the only item in your medical history that we cannot include because your medication is a scheduled 3 controlled substance.  Its peculiar that you are wanting the prescription attached as its a major violation of federal and state regulations for you to try to precure those medications from various sources.  Are you satisfied with us excluding that portion of your medical history or do you want us to still provide the prescription while forwarding your multiple attempts to obtain its copy to the *** so they can determine if you're attempting to violate federal and state laws?  Given that you continue to drag this on when the history here clearly shows that your full medical history (minus the scheduled medication prescription) has been provided (and is being re-provided), which only demonstarates that you are attempting to abuse controlled substances.  We are ok with your attempts to drag this on, however, we are also under an obligation to report this to the authorities.  Please indicate your acceptace or rejection so we can take the ************ course of action.

  Best regards.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid **** first install of 50 week Trt program. Received first 2 months of Trt. Cancelled after concerned with medication potency and effect.Had to file a dispute with Discover card for the additional payment they authorized ahead of schedule after speaking to them about the concern. Asked for partial refund of 1000; 2/3 of **** as only received 1 shipment of 3 to be shipped in 6 months. The Trt therapy is **** for a year. I paid the **** upfront. Action Mens Health has not responded with there cancellation or refund policy. And has ignored my request.

  Customer response

  07/26/2023

  Called and left a few messages at this point and no return call. Asked multiple employees for the refund policy and none given.

  Customer response

  07/26/2023

  Called and left a few messages at this point and no return call. Asked multiple employees for the refund policy and none given.

  

  Business response

  08/07/2023

  ************,

  We apologize that you're concerned about the quality of medications, however, rest assured that we only use 503(A) and 503(B) licensed pharmacies.  These pharmacies are licensed and under constant supervision of the FDA.  Their standards are the same across the nation.  Additionally, each batches of medications are subject to independent 3rd party testing which verifies purety, potency, and lack of toxins.  As always, we're happy to assist you in resolving the balance on your account should you not want to continue, however, you initiated a dispute with the credit card company so we have to wait for that process to clear.  We have also made an attempt to resolve this prior to you intiating the dispute.  Please see attached attempt and voicemail left for you.  We are happy to connect with you to resolve this.

  

  Business response

  08/07/2023

  ************,

  We apologize that you're concerned about the quality of medications, however, rest assured that we only use 503(A) and 503(B) licensed pharmacies.  These pharmacies are licensed and under constant supervision of the FDA.  Their standards are the same across the nation.  Additionally, each batches of medications are subject to independent 3rd party testing which verifies purety, potency, and lack of toxins.  As always, we're happy to assist you in resolving the balance on your account should you not want to continue, however, you initiated a dispute with the credit card company so we have to wait for that process to clear.  We have also made an attempt to resolve this prior to you intiating the dispute.  Please see attached attempt and voicemail left for you.  We are happy to connect with you to resolve this.

  Customer response

  08/16/2023

   
  Complaint: 20322759
  
  I am rejecting this response because:

  The contact is your voicemail on June 16 after cancellation. I called twice June 20, leaving a message for your secretary and on your voicemail.

  I had to initiate a dispute due pulling charges early on my account after stated a concern on June 15 and was willing to work with your company. 
  

  Nevertheless, your company has continued continued to attempt drawing from my account on July 17. Pretty ridiculous.
  
  I contacted your company on July 17 and 18 to speak with you. They informed me you were out of town through text. I requested a return call and copy of your refund policy.
  

  July 26 I followed with another voicemail to you and text to *** and was told you would get the message to return my call. 

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

  

  Business response

  09/06/2023

  see attachment

  

  Business response

  09/07/2023

  
  

  The refund was issued.  It will take the merchant a week or two to process as the cardholder had previously initiated a dispute.

*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. ↩