Tim C.
I ordered a 3 month subscription for a testosterone…
I am changing my review from 1 to 3 stars (but still leaving original review below) due to Maximus's customer success manager Mickler stepping in to remedy the situation. He has assured me that the customer service reps that were assisting me will be retrained so this will not happen to other customers going forward. Original Review I ordered a 3 month subscription for a medical reason. The second month of subscription was a month late. The company was not answering direct questions or commands in communicating how to proceed during this time. I demanded a refund for remaining 2 months of the subscription after 3 weeks of waiting. To which Customer service RepA responded they would refund the month as well as send the meds. I agreed. Now for the 3rd month I was charged $149.99 for a blood test assuming they would send the meds for the 3rd month. When I reached out to Maximus, Customer service RepB said since one month was refunded I was owed nothing which contradicts the email from Customer service RepA (which I did forward to Customer service RepB). Classic bait and switch with weasel words. I asked for a refund for the blood test because it was pointless to do if the third month wasn't going to be sent. The refund was refused. I don't understand why I am automatically charged for a service that was pointless. Maximus offers the lowest quality of care and customer service. They will not ever return a phone call. This company uses doctors to oversee the care of clients, and this is NOT care to those relying on it.
Response from MaximusSep 24, 2025
Hi Tim, Thank you for updating your review and for taking the time to work with a manager to find a resolution. We truly appreciate it. We want to sincerely apologize for the delay with your order and the breakdown in communication that followed. We understand how frustrating it was to receive conflicting information. While one representative worked to remedy the situation, we dropped the ball in ensuring the entire team was on the same page regarding your account. This led to the confusion you rightfully pointed out. Please be assured this was an internal process failure, not a bait-and-switch tactic. The manager has used this as a critical coaching opportunity for the team to prevent this from happening to other clients. We are reinforcing our internal communication and advising our representatives to escalate nuanced situations like yours for a direct phone call much sooner. We're grateful for your patience and for helping us improve.