Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started in May of this year: had a tele-med appt with Open loop Health was supposed to be virtual and then it went to a phone call. Did not think anything of that. Went fine. I sent in my labs but I never heard back from anyone about my follow up appt. Never received a receipt for my appt to give to my flex acct. Never received my medication. They said my labs would not work but continued to try and charge my flex account for my medications that my labs were not good for. I asked for a receipt over and over and over again. They would not give me one. Then they would not refund me for the medication either ******. My appt was ****** Now my flex card is blocked and I cannot use it until I get a receipt. I have asked and they will not give me one. they know I have reached out to the BBB and I am waiting to see if that matters to them. My Flex acct knows ,,, I think as long as they have read the emails but now I don't even care about the refund I just want my account unblock so I can have my hormone blocker surgery that helps to prevent my estrogen based cancer from coming back. This really has been a cluster all because one of my doctors had to move and I needed to see someone in the interim between the move. The reviews said this group was legit. Tele-med is a joke, real docs are the way to go. All I want is a receipt. Why is that such a big problem?

  Business response

  09/13/2024

  Hello *****,
  
  
  We would like to address your recent concern. OpenLoop services our client FuturHealth, providing; pharmacies, providers, medications, lab requisitions and customer service.  Our charges will deal directly with patients medications, however, charges outside of a patients medication will be handled by the client directly.  
  
  On 9.13.24 we refunded your account ending in ***7125 in the amount of (******) for the cost of medication that was not received (see attachment for details). This charge may take 5-10 business days to appear in your account.  The ******** charge made for your subscription is with our client, and will need to be addressed directly with FutureHealth at ************ or email ***************************************.  We hope this provides you with the clarification needed.  
  
  
  Thank you,
  *****
  Customer Service Manager
  
  

  Customer response

  09/16/2024

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction Date: 8/21/2024 Amount $396 Promised access to Ozempic/Wegovy/other semiglutide medications Received nothing. Not even a receipt showing they charged me nor what they were providing me for the money they charged my card.

  Business response

  09/09/2024

  Hello ***********************,

  We understand your concern regarding charges for services you did not receive, we'll do our best to provide insight and a resolution. 

  The documented screen shots you provided are from our client FutureHealth's online platform advertisement, however you have not provided proof of transaction with your bank or credit card company.    We show no records of with the Name: ***********************, Email: ************************, therefore you do not exist in our system.  If you have a transaction that you feel is from our company (OpenLoop Health), please, upload a copy of your bank or credit card statement with the charges in question.

  Thank you,

  **********;
  Customer Service Manager

  **********************

  Customer response

  09/09/2024

   
  Complaint: 22252481
  
  I am rejecting this response because: I did provide a screenshot that shows my bank account information.  Screenshot number 5 in the original complaint is a screenshot of my *********** credit card transaction that shows what I was charged.  Because the charge happened at the end of August, the complete "formal" statement from *********** is not yet available but I have printed all of the recent transactions and redacted all but the one in question that shows, clearly, the transaction in question.  My email address in your system is ********************** and I believe the representative I spoke to said my account was under my old name of ********************************* which is not the name on my *********** card.  Another reason I believe there is something going on with your web site if it is finishing transactions before the customer has opted to complete them.  
  
  Sincerely,
  
  ***********************

  Business response

  09/13/2024

  Hello *******,

   

  Thank you for replying with the necessary information to locate you in our system.  After investigating your account we saw that a refund was issued on 9.06.24 in the amount of (******) to the Mastercard account with the last four digits ****8774 (please see attachment for details).  This may take 5-10 business days to become available in your account.   If you have further questions or concern, please, contact us at  ************ or email ***************************************.  

  Thank you,

  Annie 

  Customer Service Manager

  
  
  

  Customer response

  09/16/2024

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a change of address for my prescription to be sent to. As Futurhealth is partnered with Openloop, for some reason the change of address was on one account and not the other, so my medication was sent to my old address. I responded via email immediately and naively thought that the medication would be sent to my new address. When I received a notification that the medication was delivered I knew what the problem was so I called to explain and request they report it lost and send a replacement medication (something reputable pharmacies, with insurance approval, do all the time). During this time I had to cancel the card I had on file and chose not to update the account, because I was still trying to get the previous medication. Over the course of a month and a half, I went back and forth with customer service being promised resolution and receiving none. Eventually I agreed to pay for the month I missed payment to get back on the medication, as stopping a medication suddenly is dangerous and was causing adverse effects. At instruction of customer service I filled out the refill form and was sent the same dosage medication, which I later learned was also unsafe after being off it for so long. I then was charged a second time for a double medication which I did not need, nor did I want because the provider and I intended to increase the dosage the following month. I spent another month trying to get refunded for this saying I have the medication sealed and refrigerated at their request while the issue was being escalated. I was ensured multiple times that if I did not fill out a refill form I would not be charged again, which was proven to be untrue as this morning I was made aware of yet another charge for a refill even though I had not requested one. I plan on bringing suit for misrepresentation of charges as well as damages from unsafe treatment in regards to the sudden start/stop of medication.

  Business response

  09/17/2024

  Hello *********,

   

  We apologize for any inconveniences that you may have experienced.  It is our goal to provide patients with the best care possible.  We can understand your concern of being over charged as a result of multiple intakes being completed, this should not have happened and we want to make things right.  We have issued you a refund for your 8.7.24 payment in the amount of ($229.00) to the **** card ending in ***8307.  This may take 7-10 business days to process and become available in your account. If you are wanting to cancel your subscription please contact us at ************ or email ***************************************************************. Thank you for your patience and understanding. 

   

  Thank you,

  Annie 

  Customer Support Manager

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was utilizing services of NextMed and cancelled by subscription with them over a year ago (confirmation of cancellation attached to documents). Then, I started receiving emails from Openloop which states they are affiliated with NextMed - NextMed states they are "no longer affiliated". I've tried to reach out to them repeatedly to stop charging my FSA card and that I believed the charges were fraud. In the documentation I've attached here, you'll see that everything is an "openloop" where they keep pointing fingers at eachother and you can get a resolution from either party. Now, my credit is in jeopardy as I've received a debt collection notice.

  Business response

  09/09/2024

  Hello ******,

  We apologize for any inconvenience you may have experienced. We have reviewed your recent dispute and honored your request. Allowing for an adjustment to (0.00) balance for the 2 claims submitted: (*****) 7.16.2023  and 
  (4.56) 7.25.2024.  You're debts to OpenLoop have been cleared. 

  Thank you,

  Annie 

  Customer Service Manager

  **********************

   

  Customer response

  09/09/2024

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company is AWFUL. On August 13, 2024, they attempted to charge my card $19. I had no idea what this was for. Upon further research I realized it was for NextMed, a service I have not even used since January 2024. When I emailed OpenLoop about it, they said, and I quote, "We have received your message, and unfortunately we are no longer able to assist with these requests. We recommend reaching out to the NextMed team at ******************** regarding your concern." Alrighty then. So I reach out to NextMed as they suggest, and NextMed sends me this: "As the charges in question are from Openloop, NextMed is unable to assist with this matter, as we are no longer affiliated with Openloop. The resolution of this issue must be handled directly by Openloop. Please reach out to Openloop's customer service team, as they are responsible for addressing these concerns." Seriously??? On August 14, 2024, they tried to charge my card $19 AGAIN. Thank goodness I have my card locked! So I write them yet another email telling them that I contacted NextMed and that NextMed told me to contact back to OpenLoop. They literally responded with the EXACT SAME EMAIL they did the first time about contacting NextMed. So I wrote them back explaining that I already did that and that NextMed told me to contact them. I contacted NextMed again and they confirmed that they have no active subscription for me at this time. August 17, 2024, OpenLoop tried to charge my card for the $19 a third time. At this point, I'm getting severely ****** off because I don't want to have my card locked forever. It's preventing my REAL bills from going through. I write them yet again explaining the entire thing in plain simple language that literally any 12-year-old could understand and told them I was tired of going back and forth between them and NextMed and I'm not playing this ridiculous game anymore. Guess what they responded with. The same exact email they've been sending me over and over. I'm done.

  Business response

  08/25/2024

  Greetings,

  We have recently received your concern regarding multiple unsuccessful charges to your account.  Can you please provide OpenLoop with confirmation that you are no longer a patient of NextMed and have canceled your services.  

  Thank you

  Business response

  08/29/2024

  Hello ****,

  We hope to provide you with some clarity on the charges that you received from OpenLoop. Your had a ($38.00) balance from 2 Dates of Service (DOS); 10/11/2023 & 10/16/2023. However, you paid the visit fee of ($30.00) but Cash Pay charges are ($49.00) for each DOS.  We have attempted to charge your account for the balance owed but have been unsuccessful.  We would greatly appreciate it If you would like to update your card or reactivate your card to finalize your bill.  Thank you for you patience in this matter and we hope to hear from you soon, please contact us at *************************************** or ***********.

   

  Best,

  *****************************

  OpenLoop Health

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sells glutamide , a sub q injection weight loss treatment. I never had a video call with a provider, and was subscribed this injection, When lab work requested, I sent, and the employees kept adding additional things I needed, making sure a new precription was not increased.I spoke with several patient representatives when I called. None of these people had RN, MD, FNP or any title. I was given different information by each and the provider sent me reccommendations ,and didn' even sign the letter sent to me. I don't know who this person is. They also put the wrong name on the prescription label, and I even called and told themcorrect name. They said they would fix, but didnt. I asked on Sunday August 4th,2024 to have my prescription discontinued, and instead the company charged me again after the call. I think this may be a scam. I need reimbursed for the most recent transaction, and med order discontinued. I want refunded for the current amount.

  Business response

  08/22/2024

  Hello,
  Open Loop partners with a variety of different weight loss companies to provide patients with quality provider care, medication, lab requisitions, etc.  A provider visit is not always necessary to receive medication, but one can be requested at any time.  Although our providers will always be the one reviewing your intake form to write your prescription.  Our records indicate that our providers wrote 2 prescriptions in June and July that were shipped and received.  

  
  Order shipped by ********** at 2024-06-24T20:28:40-05:00 Tracking Number: 276302581226.  
  Order shipped by ********** at 2024-07-09T12:32:36-05:00 Tracking Number: 276850010590.

  We did receive notice from you an order was under your daughter's name and the issue was corrected.  You were responsible for paying June and July prescriptions.  Payment received for June shipment on 6/19/2024,  July shipment on 7/8/24.  It looks as though when the refund was applied you were refunded you for the July payment instead of the August payment.  In catching this the $75.00 coupon used in July was applied and refunded to the August payment.  Since July payment was refunded the August payment was not refunded as it applies to July prescription, however the $75.00 was refunded.  Your accounts have been canceled and no other charges will occur.  We thank you for reaching out and hope this helps to clarify the situation.  If there are any other questions please do not hesitate to contact us at ************ or ***************************************.  

  Thank you,
  *****************************
  Patient Support  
  

  
  

  Business response

  08/28/2024

  Hello,
  We thank you for raising your concern and hope we can help provide a solution.  Open Loop partners with a variety of different weight loss companies to provide patients with quality provider care, medication, lab requisitions, etc.  A provider visit is not always necessary to receive medication, but one can be requested at any time.  Although our providers will always be the one reviewing your intake form to write your prescription.  Our records indicate that our providers wrote 2 prescriptions in June and July that were shipped and received.  
  
  Order shipped by ********** at 2024-06-24T20:28:40-05:00 Tracking Number: 276302581226.  
  Order shipped by Hallandale at 2024-07-09T12:32:36-05:00 Tracking Number: 276850010590.

  We did receive notice from you an order was under your daughter's name and the issue was corrected.  You were responsible for paying June and July prescriptions.  Payment received for June shipment on 6/19/2024,  July shipment on 7/8/24.  It looks as though when the refund was applied you were refunded you for the July payment instead of the August payment.  In catching this the $75.00 coupon used in July was applied and refunded to the August payment.  Since July payment was refunded the August payment was not refunded as it applies to July prescription, however the $75.00 was refunded.  Your accounts have been canceled and no other charges will occur.  We thank you for reaching out and hope this helps to clarify the situation.  If there are any other questions please do not hesitate to contact us at ************ or ***************************************.  
  

  Thank you,
  *****************************
  Patient Support  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a hormone test kit from EverlyWell and then was offered a consultation with a nurse (*****************************) to go over the results. I signed up. NEVER was I told there was a charge for this of $84.10 and it was nowhere on their website. I called in early June after receiving a text that money was due. I called and they referred my complaint to their billing department who emailed me on June 20 and requested a copy of the bill (attached). That seemed odd, but I sent it immediately. I replied again on June 25 after receiving no response. Still no response. On July 12, OpenLoop debited my checking account for the amount of $84.10 WITHOUT MY AUTHORIZATION or knowledge. I demand a full refund. The charge was never communicated to me in any way and they had no authorization to debit anything from my bank account!

  Business response

  09/02/2024

  Hello Hope,

   

  Thank you for reaching out and we apologize for any inconvenience you may have experienced.  You received services with Everlywell, one of our clients that we offer our services too, including: provider visits, lab requisitions, pharmacies, and medications.  Looks as though you completed a VCV (virtual care visit) to review your thyroid test and women's health test.  You were billed through insurance for the visit, not our cash pay option.  ************** required an ($84.10) deductible and the reason for your charge.  Please, let us know it you have any other questions or concerns by contact us at ************ or email ***************************************.

   

  Thank you,

  *****************************

  OpenLoop Health

  Customer response

  09/03/2024

   
  Complaint: 22030401
  
  I am rejecting this response because:

  EverlyWell never told me of this charge and didn't have my insurance information.  After I received an email with the bill and called them questioning it and telling them no one told me about this or would have never had the appt online, they deducted the full amount from my bank account without my authorization.   I demand a full refund!
  
  Sincerely,
  
  *****************************

  Business response

  09/10/2024

  Hello Hope,
  

  
  Thank you for your recent reply, as we are doing our best to remedy your case.  We have reviewed your recent rejection regarding responsibility for payment of your ************ Visit, and will provide you with further insight to your charges and responsibility.

  The VCV price is listed on our website, please review the attached screen shot. Obligations to payment of services are listed in the Terms & Conditions (****************************************), agreed upon before services/products are received.  You provided your insurance information and a screen shot of your insurance card, which was uploaded to you account.  Therefore, because you completed a virtual care visit with our provider you are responsible for the charges.  We hope this helps to clarify things for you.  Please, contact us at ************ or email: ***************************************.  

  
  Thank you,
  Annie 
  Customer Support Manager

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the last two days, I have begun being charged for invoices dated over a year ago and about 9 months ago despite requesting that debit card be removed from my accounts with ********************** and ************ several months ago. There has been no contact regarding these invoices prior to now despite both organizations clearly having my email, and all payments for my ************ services were originally set up for autopay and switched to my HSA card that apparently was not being used. I reached out to both organizations and each one says they can't do anything about it and to talk to the other one. At this point, I would like my $68 refunded and my card ending in 4205 removed from my account. Otherwise, I plan to initiate chargebacks.Part of the frustration is that, at some point, it appears that ************ switched to billing through OpenLoop instead of whatever they were doing previously. I know they are no longer using OpenLoop, but there was no communication about the switch which made these charges confusing in trying to understand where they were coming from and if these were fraudulent charges. And even if they are no longer using OpenLoop, OL still continues to try to charge me for invoices they haven't reached out about before now - one of which is over a year old.

  Business response

  08/29/2024

  Hello *****,

  We understand your concern and hope we can provide insight to the charges that you have been billed.  We discovered that you had outstanding charges in total of $68.00; for Date of Service 08/02/2023 ($49.00) and 05/04/2023 ($19.00). You received 4 statements from OpenLoop, upon the lack of response, we then charged the card on file for ($68.00).  If you would like to use your HSA account instead, it would have had to be active during the date of service in question. You can contact us at **************************************** Thank you for you patience and understanding. Hope this help provide the clarity needed.

   Thank you again,

  *****************************

  OpenLoop Health

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, this complaint actually involves 2 companies. First is NextMed, its a weight loss program. They are affiliated with Open Loop. From what I know Open Loop handles the fees for the medical insurance, then Nextmed has their own fees. I did provide my insurance card which as far a I know they approved the use of it. I signed up with Nextmed around March of 2023, and ended my membership in March of 2024. On 6/19/2024 I received a bill for $340.00, from Open Loop. The unusual part is the provider (medical doctor) on the bill is the first provider I met with Nextmed in March of 2023, ******* *************************. I emailed both companies, first Open Loop, I asked if this was a mistake since it seemed like I was being double charged. Open Loop did not even wanted to engage a dialogue with me. In their email they directed me to Nextmed. With Nextmed they were more willing to help me out but they could not give me an answer where the $340, bill is coming from. Nextmed replied in one of their emails that Nextmed was not affiliated with Open Loop. Thats why I need the BBB to help me out since I cannot get a straight answer from either company.I dont want to pay for a bill that is not justified. Thank you for your help.

  Business response

  08/29/2024

  Hello ******,

  Thank you for reaching out, we are happy to provide clarification of the bill you received. The bill pertains to services from March 3rd, 2023. The insurance policy that we had on file had been terminated. In the meatine we have located your other insurance poilicy and sent them your claim, assuming they pay, you can disregard the recent bill from OpenLoop for $340.00. Thank you for you patients and understanding in this matter. If you have any additional concerns please, contact us at ***************************************.

  Thank you,

  *****************************

  OpenLoop Health

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 5th, 2024 I sent this company an email stating I will be residing with my daughter at *************************************** and to please send the medication to this new address. They acknowledged my email and still sent the medication to my old address of **********************************************. This medication requires refrigeration and I am told was not labeled as such by the concierge. This now rendered the medication unusable. I was charged $399.00 and $140.45 on May 6th for a total of $539.45. I have called numerous times trying to resolve this and am lied to every time. They then tried to charge me again on May 28th for another shipment. This transaction was declined. They are refusing to either refund my account or replace the medication. At this point I only want a refund. Every call ends up with them telling me it will be resolved only to find out it was another lie on their end. This is a horrible company. Please help.

  Business response

  09/02/2024

  Hello *****,
  
  
  We apologize for any inconvenience you may have experienced.  OpenLoop services our client Gplans, with pharmacies, providers, medications, lab requisitions and customer service. Our charges will deal directly with patients medications, however, charges outside of a patients medication will be handled by the client directly.  We would like to inform you that OpenLoop has refunded your **** card ending in 7751 in the amount of ($399.00) for the cost of medication.  The ($140.45) charge was not done with OpenLoop, you may contact Gplans directly at ************.   If you have further questions that OpenLoop can assist you with, please contact us at, ************ or email ***************************************.  
  

   

  Thank you,
  *****************************
  OpenLoop Health

*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. ↩