Curology Reviews (5)
Hi there,We have since resolved this issue with the patient involved.I've attached copies of our correspondence with her which occurred over December 5th and 6thThe original issue stemmed from a lack of communication on the patient/customers end, which allowed her subscription to remain active beyond what she would have preferredShe has now been cancelled and refunded the amount billed since the date of her request to cancelDo let me know if further information is required
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
first of all, I never received any communication regarding the plan/payment change, secondly their customer service contacted me separately and offered to refund the (second bottle price)
Hi there,We have since resolved this issue with the patient involved.I've attached copies of our correspondence with her which occurred over December 5th and 6th. The original issue stemmed from a lack of communication on the patient/customers end, which allowed her subscription to remain...
active beyond what she would have preferred. She has now been cancelled and refunded the amount billed since the date of her request to cancel. Do let me know if further information is required.
The patient was informed of the change almost 1 full month prior to this most recent shipment and invoice. The invoice fell on the date her monthly invoices have fallen for the past **ar, as agreed to upon sign up. This change to our payment model involved the monthly invoice increasing from...
$19.95 a month to $24.90 a month. To allow all patients the chance to adjust to this change, in addition to the email and in-site messages all patients were granted $5 in credit towards their next 3 shipments. This ensured she was billed only $19.90 on the date in question. Attached is a copy of the receipt showing the invoice of $19.90. Attached is also a copy of the email sent and the log on our messaging service showing that she has read and received this email alerting her to these changes. As she suggested she did not receive the message in time, we gifted and additional $5 towards her next shipment. As our medication is prescription, we cannot accept returns of the shipment. As she did not reach out until after the shipment had left our offices, we could not cancel the shipment. Had she reached out prior to her scheduled shipment, we would have been happy to cancel and ensure she was not billed. However we have no record of any request to change this shipment or invoice date. Copy of announcement email:We’ve changed our pricing (because of you!)
I'm sorry that you claim to have not seen our announcements. However our records show that they were both delivered to your email address and read. Our customer support team did review your complaint about these issues and applied this most recent invoice forward as a credit to your account. This $19.90 will give you an additional 1-Month bottle free of charge. This credit has been applied to your account, and confirmation of your receipt of this email was sent to our support specialist. As we cannot accept a return of the medication(it is prescription) this credit acts as a refund of the charges contested.A copy of the email describing the credit applied is below:"[redacted]: I do not receive any communication on 4/18 as you mentioned regarding plan change. Again there is no communication at all that I am aware of, no matter how many times you say email was sent.My last bottle expired end of May and I just started a new bottle. At the same time, I received this second bottle of 1 month supply as you stated which expires end of Aug. Again, as I mentioned millions of times, I won't need to open this bottle and use it before it expires, which means it will be tossed as unopened. That is what I mean by wasting. Why would two bottles sent one month apart, have the same expiration date? Doesn't make sense.Sent via Email, 6d agoHi **,I'm sorry to hear that.While our records do show that our email and messages were sent and read, I can see that this has caused you additional hassle.I've gone ahead and transferred this $19.90 charge forward as acredit for you. It will apply to your next shipment with us. Do also know that any additional charges to cover your April shipment were forgiven when we switched to our new payment model, so you will not be billed again until your next scheduled invoice date. At which time this credit will apply for you.In the future, simply do be sure to check in on your Shipping Page and ensure you make any changes to your shipments a full 1-2 business days before your next shipment is scheduled. Let me know if you have any questions- I'm happy to help!Best,[redacted]