Complaints

• Initial Complaint

  02/11/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  There were 4 separate monthly charges on my Sterling HSA Account. Starting on October 7, 2024 and occurring monthly until January 7, 2025. I noticed the charge in January and called to report fraudulent activity. I had never heard of the company/vendor, nor did I authorize or sign up for any health-care related services. ************ had me complete and submit a dispute form (one for each charge) which I did. They credited me back for 2 of the charges - they said that the October and November charges were outside the 30-day dispute period. They have not shared with me who the vendor is or what services or products they provide. The name of the vendor is OPNLP* FURUR D6.

  Business response

  02/12/2025

  Hello,

  Thank you for raising your billing concern to me. I have reviewed your account and have processed refunds for the remaining two charges you had listed. You have now been refunded for all 4 charges:
  1. October 6, 2024 - $129.00

  2. November 6, 2024 - $129.00

  3. December 6, 2024 - $129.00

  4. January 6, 2025 - $129.00

  Please allow your bank 5-10 days to process the reimbursement back into your account. 

  Thank you,

  Head of Patient Experience

  Customer response

  02/12/2025

   
  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.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  02/07/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As I was completing the online information, I was excited to be paying $179.00 per month for the medication so you can imagine my surprise to find out only after providing my credit card information that the monthly fee of $179.00 was only good for the first month. After the first month the cost is $299.00 . That information does not appear anywhere on the on line application . I contacted the company immeditally after relizing it at the customer service number and was transferred to their cancel department I was on hold for 10 minutes than disconnected . I than sent an e mail and requested a refund .I have not yet received my refund and my last e mails to the company requesting a status on my refund have not beed returned ************ intentionally misrepresented the cost, so I demand they cancel my subscription and refund me.

  Business response

  02/07/2025

  Hello,

  I am sorry for the miscommunication that happened here and want to reassure you that we have no intention of misleading our customers. Due to this confusion you have faced, and due to you not receiving an order for your payment, we have processed your refund for $179.00 - please see the attached image for your visibility. 

  Thank you and I wish you the best of luck with your medical weight loss journey.

  Bests,

  Head of Patient Experience

  Customer response

  02/07/2025

   
  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.
  
  Sincerely,
  
  ** *******

• Initial Complaint

  02/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I started a trial of weight loss medication in November 2024. The medication did not help and I did not feel good with it so I called and canceled. In January, I became aware that they deducted $349 from my credit card so I called them to find out why and I also called the credit cardcompany. When I researched my charges on my credit card, I saw that they also charged me in December even though I canceled in November and no medication was sent to me in December or ****************** Health said that they would refund me. I received refund for January but they fought the charge back with my credit card company in December. I did not receive any product in December and I canceled by phone in November. Now I am at a point where my credit card company will not fight it anymore and I want my refund. I attached documentation from Open Loop, Health saying that I should get a refund but they say that my credit card company needs to give me a refundin my credit card company said that Open Loop, Health refuses to allow refund

  Business response

  02/06/2025

  Hello,

  Thank you for raising you billing concern to me. After review, I can see that you have 3 charges with us and one successful order:

  1. November 21, 2024 - this order was delivered to your home on December 4th, 2024. We have no communication from you in November that suggests you had taken medication and it was not working for you. 

  2. December 19, 2024 - this charge is currently being disputed with your bank. Because it is being disputed, there is no action that we can make on our end. We must wait for the dispute to be resolved. Estimated date for a resolution is March 13, 2025.

  3. January 16, 2025 - this charge was refunded back to your account on January 21, 2025.

  If you are able to remove the dispute from your bank, I would be more than happy to refund the December charge for you as well. But until that point, please allow your bank its due time to process the dispute before any further action is made on our end. 

  Thank you,

  Head of Patient Experience

  Customer response

  02/06/2025

   
  Complaint: 22906606
  
  I am rejecting this response because:

  my credit card company, ************ has already closed the dispute.

  I have been fighting this for a very long time and their response from open loop health was that they would not honor the refund for the second month, the one that is being addressed in this message.
  
  Sincerely,
  
  ******** *******

  Business response

  02/07/2025

  Hello,

  You have received misinformation from you bank. Your December 19, 2024 payment is still being disputed as I write this email. I am attaching an image for your visibility.

  Please allow your bank its due time to process the dispute and then we will be able to proceed with further action.

  Thank you,

  Head of Patient Experience

• Initial Complaint

  02/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have no idea why this company is charging me $41.34. I paid for a 3 month trial, which runs until April. Therefore, there should be no charges to my account.

  Business response

  02/03/2025

  Hello,

  Thank you for reaching out regarding your billing inquiry. I'd be happy to provide some clarity on your charges:

  $41.34 December 29, 2024

  $41.34 January 31, 2025

  These charges are recurring monthly subscription fees associated with your enrollment, which began on December 26, 2024. If you would like to request a refund, please contact FuturHealth's billing team at ************, and they will assist you with any reimbursement inquiries. I am also submitting the refund request on my end, but if you call, you are able to receive an immediate resolution.

  Additionally, I do not see any prior requests to cancel your subscription. However, if you would like to discontinue your membership with FuturHealth, please reply to this email with confirmation of your cancellation request or any other preferences regarding your account. If you do wish to cancel, you can mention that in the call as well and they can confirm that you have been cancelled while speaking with them.

  Let me know if you have any further questions. It would be best if you called ************ before you responded back here so that we can take any further action that may needed.

  Best regards,

  Head of Patient Experience

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  12/8 I was charged ****** appearing on my credit card statement as opnlp* d8 Des Moines IA Then 12/16 was charged another $229.00 showing the same as above on my statement I was originally interested in weight loss medication but realized that the advertising was misleading and it was going to cost more than the $129/ month charge. It was going to be at least triple what the advertising said. So I sent a text message saying I was not interested and we never had the initial ** call. It said that no charges would be done and no meds sent until the consult was conducted. Since the consult never took place, I was not expecting to see charges on my card. In the end I have been charged without receiving any product or services. When I went to log in to the app, it says I have no account.

  Business response

  02/01/2025

  Hello,

  Thank you for raising this to my attention. 

  I have reviewed your charges and experience with our program and am happy to report that we will be refunding you for your two charges: 

  - $141.58 on December 8th, 2024

  - $229.00 on December 15th, 2024

  I am reaching out to our billing team right now to begin processing this request.

  I apologize for the frustration this may have caused, but we will have this resolved here shortly.

  Best Wishes,

  Head of Patient Experience

• Initial Complaint

  01/29/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date was today 01/28/2025 for the amount of $367.03 I was originally ordering some weight loss medication they said it would ****** dollars a month and that was all that was supposed to come out of ny account its but then when I check my account there was a charge for ****** and a charge ****** dollars as well that they didnt even mention to me I cant afford that much taken out at on time I have a car payment and rent I have to pay first but now Im short on bills and broke I tried to cancel right after and havent been able to get thru to them and I received a message from them stating that I was going to be charged another ***** for not showing up for the online consultation with them that I said I was trying to cancel right away please help me get my money back please.

  Business response

  01/29/2025

  Hello *****,

  Thank you for forwarding this information.

  It is unfortunate the there was a miscommunication with the pricing, but as a measure of good faith, we have refunded you both charges that you have incurred. I have attached images of both of your refund receipts. Please allow your bank 5-10 days to reflect the money back into your account.

  Moreover, I have confirmed that your account has been cancelled.

  If you have any further questions or concerns, please let me know.

  Bests

  SaVonne

  Head of Patient Support

• Initial Complaint

  01/27/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  $ ***** Charge on Jan 22, 2025 By OPNLP* FUTUR HEALT D23 OPENLOOPHEALT IA TO card # ****. *********/*.****** ************ I have no record of signing up for this recurring charge and product.PLEASE CANCEL THIS SERVICE IMMEDIATELY.THANK YOU.

  Business response

  01/27/2025

  Hello ********,

  Thank you for forwarding this to our attention. I have just submitted a refund request for your $39.00 subscription fee and will report back to you once I have confirmation that the refund is processing.

  Please hold off on making any dispute with your bank so that we can refund the money directly back to your account.

  More updates to come.

  Thanks.

  SaVonne

  Head of Patient Experience

  Customer response

  01/27/2025

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased, what I thought was GLP-1 meds for $149.00. After several weeks I did not receive anything, so I reached out. I found out it was a subscription service, that is not what I wanted and I have been escalating this through their system and their partner Future Health and I am not getting any resolution, they are telling me that they have no record even though I provided proof through my bank. then a month later they pulled more money out of my account. $19.99. I feel this organization are taking advantage of people and are fraudulent. All I want is the subscription cancelled and my money back and to warn others not to even attempt to use this organization.

  Business response

  01/24/2025

  Hello *******,

  Thank you for reaching out regarding your billing. Please allow me to clarify some of the charges I am seeing on my end:

  1. 11/20/2024 - $399.00 charge for INJ ***********. This charge was refunded back to your bank on 12/09/2024.

  2. 11/20/2024 - $594.00 charge for 6 months of the subscription. This charge was reversed and shows that it was given back to you also on 11/20/2024.

  Can you please forward an image of the charges you are raising - from my end, you have been refunded in full.

  Thank you again for raising this issue and I look forward to being able to find a mutual resolution.

  Talk soon,

  SaVonne

  Head of Patient Experience

  Customer response

  01/27/2025

   
  Complaint: 22852038
  
  I am rejecting this response because: I have submitted these photos three times already with no resolution. The first two refunds are for Future Health and there is no issue there. The issue is with Openloop Health. 
  
  Sincerely,
  
  ******* *****

  Business response

  01/27/2025

  Hello *******,

  Can you please provide us with the last 4 digits of the card that is associated with that $19.99 charge - we would be more than happy to refund this for you, but we are having a bit of trouble finding the charge. The last 4 digits of the card you used would be helpful in looking it up.

  Thank you and I look forward to having this resolved soon.

  Best.

  SaVonne

  Head of Patient Experience

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged by this company for reasons unclear to me, however I believe it may be for a subscription or a telemedicine appointment both of which I have requested MULTIPLE times to cancel and/or not reschedule. This company is a scam and operates in conjunction with FuturHealth to charge people in non transparent ways and make it impossible to cancel unwanted/unused services.

  Business response

  01/06/2025

  Hello ********,

  Id like to take a moment to clarify the charges on your account:

  On 12/31/2024, you signed up for a two-month membership and were charged the discounted rate of $217.81.

  On the same day, we processed a medication order for you. We received the payment of $229.00 on 01/03/2024, which was also the day your medication was delivered to your doorstep.
  

  While Im unable to view any communications you may have sent regarding a cancellation and refund between 01/03/2024 and 01/06/2024, I can confirm that both charges have been refunded as of today. Please allow the reimbursement to process within the standard 510 business days.

  Thank you for your patience, and I hope you have a wonderful rest of your year.
  

  Best regards,
  

  SaVonne

  Head of Patient Experience

  Customer response

  01/06/2025

   
  Complaint: 22769944
  
  I am rejecting this response because:

  No delivery was EVER made.

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

  Business response

  01/06/2025

  ********,

  Our records show an order fulfillment ticket confirming a successful delivery to your home address in *******************. The tracking number for the shipment is ************, and Ive included an image of the front door provided by the carrier.

  While the delivery appears to have been completed successfully, we have still gone ahead and issued a full refund for both your subscription and prescription charges as a gesture of goodwill.

  If this resolution doesnt fully address your concerns, Id love to hear your suggestions on how we can make things right. Please feel free to share, and Ill do my best to assist further.

  SaVonne

  Head of Patient Experience

  Customer response

  01/07/2025

   
  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.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  01/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 12/1/24 I was presented online with an offer for weight loss injections and a doctor visit all for $129 also included shipping of the medication they had me do a pre qualification to ensure I qualify for the medication before giving me a doctors visit once I got on the zoom call with the doctor he wanted an additional $200 plus dollars for the injections after they had already charged my card $129 he apologized and said they would refund my money after several calls they refuse to refund me the never sent any medication I only received a 2 minute call with the doctor even it was a doctor every time I call they say a monthly subscription that they have cancelled and I won't be charged $129 every month but they are escalating my complaint for a refund and someone will contact me in 48 hour we'll it's been over a month and about 8 calls to them and no one calls me back I received no medication no product only a 2-3 minute zoom call from a so called doctor to tell me to give another $200 plus and I will be charged $300 a month for a year he agreed that the ads are misleading and they would refund me and fix the issues because he has had a lot of this same issue their website says futurhealth my bank statement says openloophealthiaus not sure what type of scam is going on but I want everyone to be aware and when you call your presented with broken English and attempts to get you to pay more money when their checking to see if you qualify for the medication before they allow you to talk to the doctor their swiping the money off your card they say you can't get the medication until after you talk to the doctor so the doctor tells me no to the medication or pay more money well guess what we can send you out a diet plan ridiculous

  Business response

  01/03/2025

  Hello Rokeshia,

  Thank you for bringing this issue to our attention and giving us the opportunity to address it.
  
  I sincerely apologize for any confusion you may have experienced while enrolling in Futur Healths program. Our goal is to provide every patient with access to the incredible benefits of these medications. To clarify:
  
  - $129 covers the Pro Plan, which includes Futur Health services, Openloop Health services, and ********* medication.
  - An additional $229 is required for Injectable ***********.
  - An additional $399 is required for Injectable Tirzepatide.
  

  Typically, if a successful provider meeting takes place, refunds are not issued. However, as a gesture of goodwill, Ive processed a refund for your $129 subscription fee. Please allow 5-10 business days for the refund to appear in your account.
  
  Thank you for your patience and understanding. If you have any further questions or concerns, please dont hesitate to reach out. I wish you an amazing 2025!
  
  Best regards,
  

  SaVonne

  Head of Patient Experience

  Customer response

  01/03/2025

   
  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.
  
  Sincerely,
  
  ******** *****

*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. ↩