Scott F.
Maximus 2023 = Bad. 2025 = Good
UPDATED REVIEW 2025: I have to admit - Maximus has stepped up their game quite a bit since 2023. Now they seem to be operating like a well oiled machine and I’m glad I tried them again. I will continue to be a customer as long as they keep doing what they’re doing now. Original Review in 2023: I’ve paid $199 x 2 for access to a doctor that prescribed enclomiphene. I have no problem with that. Although I’m not sure what the ongoing $199/mo fee is for? My main issue is that after being prescribed, Maximus and my doctor have completely ghosted me. I’ve run out of medication, have no refills, and have received no reply. I’ve emailed Maximus. I’ve tried chat support as well. And I’ve messaged the doctor 3 times in the Elation passport app. Nobody replies. I’m not sure if another bottle is supposed to be coming, another blood test, or what’s going on. To make matters worse, my Maximus dashboard shows that my original Rx is still processing, and that I haven’t actually received it yet. Which is weird because I received it over 30 days ago. The entire customer journey is confusing, the user dashboard is buggy, and the customer service is non existent. I was really hoping this would be a good solution for me, but it seems Maximus is still trying to figure out how to run their company.
Response from MaximusSep 22, 2023
Hi Kelly, Firstly, I want to extend my sincerest apologies for the disappointing experience you’ve had with Maximus. Your frustrations are entirely justified, and the experience you received is far from the high standard of care and support we strive to offer our clients. Your feedback arrives at a crucial time for us. We’ve recently faced some operational challenges as we grapple with the increasing demand for our services. This has, unfortunately, led to lapses in our customer service and supply chain efficiency, for which there is no excuse. To directly address the issues you've encountered: 1. Customer Service & Doctor Communication: We have onboarded 5 new customer service representatives in the last month alone to improve our response times, with more hires to come each month going forward. We are also making sure to elevate the physician's role in the customer journey to prevent situations like yours. 2. Product Delivery & Dashboard Issues: Our tech team has worked on improving the integrations across our supply chain to expedite product delivery. The dashboard issue you’ve mentioned is currently under review for immediate rectification. 3. Ongoing Monthly Fee: We'll clarify the specifics behind the ongoing charges to eliminate any confusion moving forward. We're committed to making continuous improvements to our platform and processes. Over the next few months, you will see tangible strides in the overall customer experience we provide. Thank you for bringing these issues to light in such a candid manner. Your feedback is invaluable as we strive to better our services. We appreciate the trust you've placed in us and are dedicated to winning it back. Respectfully, Dave