Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

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

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a test with Wverlywell almost 2 years ago, I had a test result for my **** level that was really really low, twice. I wanted more information on this subject, and Everlywell told me I would have a telemedicine visit with a specialist and I would be able to get more information on this. I made my appointment, I had a very thorough summary of my reason for the visit. The very specific nature of the **** levels was mentioned multiple times. They assured me this was an expert hand-selected for me on this exact topic. My actual appt arrived after a month of waiting, the doctor got on the call 5 minutes late. He read my summary aloud to me, the summary I had written, and then he said he knew nothing about **** levels and did not have any information to offer. This obviously was a waste of time. Less than a 5 minute telemedicine visit to read my own summary I had written and to offer absolutely no wisdom on the subject, from a promised and hand picked expert. I called the company, upset about the validity of this appointment. They told me I would not be charged since the visit was not deemed successful. This was only by phone and not in writing. I saw the charge removed from my account and I closed it, because it felt very irresponsible and unprofessional for Everlywell to pretend to provide people with medical advice. Almost two years later, they are trying to bill me for this visit. I got a very sketchy text from OpenLoop, and that is my bill. The bill was not informative, the bill does not look valid, and I was told almost 2 years ago that I would not have to pay it. I am seeking a write off of this bill for the final time, since they already told me I would not be billed for the ineffective visit. I have tried to talk with their customer service team and they just keep talking in circles about my visit being successfully completed which it was not. This is medical malpractice, unethical billing and fraudulent.

  Business response

  10/09/2024

  We appreciate the opportunity to address this customer's concerns. The customer completed a telehealth visit in January 2023, during which the provider was unable to offer insight into the customer's DHEA-S levels, as originally expected. Following this experience, the customer was informed that no charge would be incurred for the visit, and the fee was removed from their account. However, the customer recently received a bill for the visit from OpenLoop, Everlywell's telehealth partner.
  
  We sincerely apologize for any frustration or inconvenience this has caused. We have since worked with ******** to resolve the matter, and the recent invoice has been voided. The customer has been informed via email that they are not responsible for any payment.
  
  We truly value the customer's feedback and appreciate their patience as we worked toward a resolution. If there is anything more we can do to assist, we encourage the customer to follow up with our team directly.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/31 I had a consultation with an Everlywell ** about RXs/subscriptions they offer. After the initial appointment I hadnt heard anything for almost a month and had to call back in even though I was supposed to be contacted. In this time they withdrew funds for a subscription for services I had never received. I then had to call back and meet with a nurse about paying out of pocket for an RX, I was then charged for another months subscription but still no *** They then sent me a pay by link for an *** It was never filled and I was charged again for nothing. I called in again and then someone in customer service told me bc I live in ** I wasnt even eligible. But yet they made me go get labs from my provider, pay for *** and subscriptions and never recieved products/services. I then called back to customer service again and my RX was refunded but I had to call or they never wouldve refunded me and I wouldve kept getting emails to refill the *** A manager replied via email that my subscription was cancelled and I just got charged again today. I have contacted them again via email to cancel the subscription and refund previous amounts bc I was never even eligible to begin with bc Im from **. Why were they even doing g the initial consult with me when they could see Im from WI stringing me along and taking money for something that was never an option. They should auto deny everyone from all the states that they arent eligible instead of making people run to get labs, pay money for a subscription, pay money for RXs, make multiple virtual appointments, make multiple phone calls and emails in for nothing.

  Business response

  09/26/2024

  We thank this customer for bringing their concerns to our attention, and we sincerely apologize for the confusion and frustration they've experienced.
  
  To provide some clarity, the customer signed up for the monthly ************ membership on 7/25, which includes virtual consultations with a clinician and assistance with obtaining GLP-1 medications through insurance. The customer's initial consultation on 7/31 indicated a preference for branded GLP-1 medication, and we began the prior authorization process, submitting two requests to the customer's insurance on 7/31 and 8/27. Unfortunately, the branded medication was tentatively approved as cash-pay only, at which point we transitioned to compounded *********** which could not be filled due to restrictions on shipping to **********
  
  We acknowledge that the compounded medication prescription was an oversight on our part, and we sincerely regret the unnecessary time and frustration caused by this error. We have refunded the customer the $199 payment for the compounded medication.
  
  Additionally, the customer requested a refund for all three months of their membership. While the first two months are not eligible for a refund, as two consultations and prior authorizations were completed, we have processed a $139 refund for the third month of membership as of 9/26/24. The membership has also been canceled.
  
  *************************************************************************************************************************
  
  We apologize again for the inconvenience and thank the customer for bringing this matter to our attention. We will be reviewing this case internally to prevent similar issues in the future. If there's anything more we can do for the customer, we encourage them to reach back out to the team directly.

  Customer response

  09/27/2024

  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,
  
  ***** ****

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Everlywell sent me an unpurchased unsolicited test and has been badgering me by phone and text. I did not order a test, and neither did my doctor. These people are preying on people over 65, and they have no right to demand I send them any bodily fluids. I unsubscribed from their list, saying that I never signed up to be on it, and then two hours later, I got a phone call telling me I had to complete the test. They are a telehealth service that I have never used. My doctor is a 10-minute drive. It would be best if you cracked down on this because people are out there completing this test for no reason. They are scammers.

  Business response

  09/12/2024

  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 customer's healthcare plan.
  
  We sincerely apologize for any confusion. 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 also encourage them to contact their provider directly and opt out of future test kits.
  
  If the member has any further questions, they may follow up with us at *************************************************************** or ************ (Monday-Friday, 9am-5:30pm ET).
  

• Initial Complaint

  09/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought two HbA1c Test Kits from the local Tehachapi RiteAid a couple of months ago. I went to use them and when registering the kit IDs - was informed that the kits could not be registered and to call Customer Assistance. I finally got through to a live agent today, *******, who informed me that they would not replace the kits - even if I provided the IDs - unless I had a hard copy of the receipt from RiteAid. I said that I was not usually in the habit of saving paper receipts and felt that their lack of honoring a replacement WAS A HIGHLY UNETHICAL BUSINESS PRACTICE. ******* apologized but basically stated that they would not provide replacement kits. Not a good way for a digital health provider to treat their customers - who bought their kits from a reputable pharmacy. I WILL NEVER BUY ANY OTHER PRODUCT OR SERVICE FROM Everlywell Health and will advise all my social media contacts to steer well clear of these charlatans. Expect to see this compliant republished on FB, ************** I expect that Everlywell will not succeed as a company with this ************* tactic and would advise investors to steer clear as well.

  Business response

  09/12/2024

  We're sorry to hear this customer has had such a frustrating experience with their HbA1c Tests, and we sincerely apologize for any inconvenience.
  
  From time to time, we make changes to our test kits for reasons which may include updating collection methods, or partnering with a different CLIA-certified laboratory to process a particular panel. As advised by our Customer Experience Team, we would be glad to replace these kits at no cost upon obtaining proof of purchase from ********
  
  Requiring proof of purchase for replacement is standard policy across many businesses. Proof of purchase helps us to verify the transaction and ensures that we can assist appropriately. Without this verification, we are unable to confirm whether the product was purchased from an authorized or unauthorized retailer.
  
  This is advised in our Everlywell Refund, Cancellation and Replacement Policy: "In order for our Customer Experience Team to assist you with your purchase, please provide proof of purchase in your inquiry [...] Products purchased through an unauthorized reseller are not eligible for any refund, cancellation, or replacement."
  
  **********************************************************************************************************
  
  We genuinely value all feedback from our customers, as it allows us to continuously improve our offerings. We regret that we're unable to provide the solution the customer is requesting at this time, given that we have not received proof of purchase. We thank this customer for their understanding, and encourage them to follow up with our team directly with any further questions or concerns.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a medical doctor *** signed up for Everlywell due to its convenience for my own personal labwork. Of the tests kits I sent to Everlywell, none of the results were accurate (confirmed against standard venous medical testing). Not a single test performed with Everlywell was accurate. I contacted Everlywell customer service, *** initially stated that I would receive a refund of the remainder of my annual membership due to the testing issues. They then confirmed verbally that their Medical Affairs team reviewed the results, and the test results were truly inaccurate. Despite this, Everlywell refused to refund the remainder of my membership policy as originally promised by customer service. They canceled my membership and closed my account but still kept the membership fee. In summary, Everlywell offered a service that they promised would be accurate, did not deliver on this, promised a refund of the remainder of the membership, and then retracted their promise. I would say it's deeply problematic that Everlywell does not deliver accurate results, but to add insult to injury, they do not take accountability for their inaccurate results.

  Business response

  09/06/2024

  We appreciate the customers feedback and regret the inconvenience they have experienced. The customer contacted our team on 8/26 regarding discrepancies in their two Testosterone Test results after re-testing through an external lab. They were informed over the phone that a partial refund would be processed. When the refund was not received as expected, the customer followed up on 9/05, and our leadership team approved a refund of $138, representing the full value of the two Testosterone Tests. The customers **********************+ membership was also canceled as per their request.
  
  We take accuracy and reliability very seriously and have reached out via email to request additional documentation to further investigate the customer's concerns. We remain committed to ensuring a resolution and appreciate the customers patience as we work through this process.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very inaccurate test results. I took both the Men's Health (hormones) and Cholesterol/Lipids test in mid August 2024. Their hormone test is a saliva test after 8-12 hr fasting. I got the results and it said my Estradiol (Estrogen) was super high which scared me as a man. I got the Estradiol test done by Quest on 28 August 2024 which is a more accurate blood draw and my Estradiol was mid range normal and over 100% lower. It was the same case with the cholesterol test where is scared the life out of me and I got it repeated at Quest. My results were much much lower and I was relieved. These Everlywell tests are very in accurate probably due to the length of time they are exposed to temperature extremes in the mail. My doctor said to not trust the Everlywell results. I asked for a refund but was refused. I did give them one star because it is easier to do this test at home when you have to fast but since they are so wildly inaccurate are a waste of money.

  Business response

  09/04/2024

  We're sorry to learn of any alarm the customer experienced upon receiving their ********************** results, as well as any time and energy added to their plate when retesting with Quest Diagnostics.
  
  The customer completed a Men's Health Test and Heart Health Test with Everlywell in August 2024. Upon receiving an abnormal estradiol result from the Men's Health Test, and abnormal results from the Heart Health Test, they obtained repeat testing from Quest Diagnostics on 08/28/24.
  
  The customer emailed our Customer Experience Team on 08/31/24 to raise their concerns with their Men's Health estradiol result. The customer's Heart Health results were not mentioned in this email exchange. We requested a copy of their Quest results and gathered additional details to raise to our Medical Affairs team. Upon review, Medical Affairs provided clarity and guidance regarding free estradiol (measured via saliva in our Men's Health Test) and total estradiol (measured via blood by Quest). We have shared the contents of the email here with result values removed to protect the customer's privacy.
  
  We also understand the customer has concerns regarding their Heart Health Test, and we want to assure the customer that we take accuracy and quality very seriously. Upon reviewing the customer's Heart Health results alongside their Quest results, our Medical Affairs team has confirmed that the clinical interpretation of these results is the same. Both results show three biomarkers as "high," and one biomarker as "normal." (Biomarkers omitted here to protect the customer's privacy, though specifics have been shared with the customer via email on 09/04/24.) As always, we recommend sharing and discussing all test results with a healthcare provider.
  
  We hope that this insight helps to alleviate the customer's concerns. As noted in our refund policy, we are unable to provide a refund for a test kit when results have been delivered. We stand behind the accuracy of our results, and we are always available to provide as much insight and information as possible so that our customers can make the most of their results.
  
  **********************************************************************************************************
  
  Of course, if there's anything more that we can do to assist, we encourage the customer to follow up with the team directly.

*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. ↩