Twentyeight HealthReviews of twentyeighthealth.com

Response from Twentyeight HealthSep 6, 2024

Hi Savannah, Thank you for reaching out about this — I truly apologize for any inconvenience or undue stress experienced. This is definitely not the seamless experience we hoped you would have with our service and I'm committed to getting this resolved for you to the best of my ability. Our Care Team is committed to responding to all inquiries within 1-2 business days, and I'm sorry to hear that you haven't been able to reach us. This certainly should not be the case. While (as noted on our website) we are not able to assist via phone at this time, we can always be reached via text, chat, or email. The email we can be reached at is [email protected] and I'm not aware of any current issues with receiving incoming inquiries to this email address. Again, you should always receive a response from our team. I would truly appreciate the opportunity to look into this to see why this has not been the case! I can also clarify that, like most companies, we do utilize a chatbot on our website to help direct our customers to self-service options for faster service! But we do not use bots or AI to respond to customer concerns. If you're communicating back and forth with our Care Team, you can rest assured that you are speaking with a real person, not a robot. I've reached out to you through Trustpilot for more information regarding your experience. to help our team learn from this and ensure your concerns have been fully resolved. Looking forward to hearing back! Sincerely, Kelsey (she/her)

Response from Twentyeight HealthSep 5, 2024

Hi Jessica, Thank you for writing in. I'm so sorry to hear that you have not had a positive experience with our service. This is not up to our standards of care and I truly apologize for any frustration or undue stress. As you mentioned, in 2023 we provided continuity of care for thousands of folks from SimpleHealth and The Pill Club when those companies wound down their operations. This caused an unprecedented increase in volume and we completely acknowledge many of our customers experienced less than stellar service and delivery interruptions during this time. We've since taken steps to add additional associates to our Care Team and have adjusted many of our processes to ensure we're providing the highest level of prompt, efficient, and seamless support. You should always be receiving follow-up from our team within 1-2 business days, though this does not seem to have been the case. I've reached out to you via Trustpilot to gather a bit more information in the hopes of reviewing this and further assisting if at all possible. Sincerely, Kelsey (she/her)

Response from Twentyeight HealthSep 2, 2024

Hi Alysse, Thank you for sharing your experience. I'm sorry to hear about this frustrating situation and apologize for any inconvenience or disappointment. It's our goal to be as transparent as possible, especially regarding the costs associated with your medication. While we're not able to determine copays on our end of things until we attempt to process a refill, we're sure to let you know ASAP when we are notified of a copay. Copays are determined solely by insurance providers and we aren't provided additional context regarding how they're calculated. If you have additional questions or concerns regarding why you now have a copay for your medication, we'd recommend contacting your insurance provider directly to clarify. Copays can change from fill to fill, so I truly apologize for any confusion. I've reached out to you via Trustpilot to gather a bit more information in the hopes of further assisting if at all possible. Sincerely, Kelsey (she/her)

Response from Twentyeight HealthAug 30, 2024

Hi Kelsey, Thank you for sharing your experience. My name is Kelsey and I'm a member of the Escalations Department here at Twentyeight Health. I'm sorry to hear that you have not had a positive experience with our service. Our team is committed to learning from user feedback as we continue to evolve, which is why we read and respond to every review — both negative and positive. I've reviewed your concerns and hope I can provide a bit more context as well as follow-up to best assist, if possible. While we experienced unprecedentedly high volume in 2023, our Care Team now strives to provide accurate, prompt support typically within 1-2 business days. While order history is available via your dashboard, itemized receipts are not — but our Team is glad to process these and they should have the same turnaround time, within 1-2 business day. Regarding the monthly subscription fee, I can clarify that the only time you'd need to pay $12.99 before accessing the $0/month Basic Care Plan is if your prescription is up for renewal, as renewal is not included on the $0/month plan. This fee covers the cost of the provider reviewing your request and writing your prescription. This actually makes renewal lower cost than our previous annual evaluation fee of $26. I hope this helps clarify things. It's our goal to be as transparent as possible, especially regarding the costs associated with our service. I truly apologize for any confusion or undue stress. I've reached out to you via Trustpilot to gather a bit more information in the hopes of further assisting and ensuring your concerns have been fully resolved. Sincerely, Kelsey (she/her)

Response from Twentyeight HealthAug 21, 2024

Hi Ivy, Thank you for reaching out about this. I'm sorry to hear about how your experience with your service has changed over the past 2 years — this is definitely not the experience we hoped you would have. Our Care Team is committed to prompt, accurate, and empathetic responses via chat, text, and email within 1 business day. I'd really appreciate an opportunity look further into this and assist with resolving any outstanding issues. I've reached out to you via Trustpilot for more information and hope to hear back! Sincerely, Kelsey (she/her)

Response from Twentyeight HealthAug 19, 2024

Hi Dominic, I'm sorry to hear that you have not found our customer service satisfactory. That's definitely not the experience we'd hope you would have with our service, but I can definitely further clarify your main concerns. We take pride in our customer service, and our Care Team strives to provide prompt, accurate, and empathetic responses within 1 business day. Our Care Team is not behind a paywall — access to customer support is part of both our Standard Care (paid) and Basic Care (free) plans. I can also clarify that, like most companies, we do utilize a chatbot on our website to help direct our customers to self-service options for faster service! But we do not use bots or AI to respond to customer concerns. If you're communicating back and forth with our Care Team, you can rest assured that you are speaking with a real person, not a robot. I've reached out to you through Trustpilot for more information regarding your experience and to further assist if at all possible. Looking forward to hearing back! Sincerely, Kelsey (she/her)

Response from Twentyeight HealthAug 12, 2024

Hi Mary, Thank you for sharing your experience with us. We aim to be as transparent as possible when it comes to the out of pocket costs associated with using our service, but I apologize for any disappointment. We recognize that our monthly subscription plan is a big change and truly apologize for any inconvenience. While being on the Standard Care Plan at $12.99/month is required to renew, you can always downgrade back to the Basic Care Plan at $0/month after a new prescription is written. This actually makes the cost of renewing lower than our previous annual evaluation fee of $26, and lower cost than many of our competitors. Regarding medication cost, we’ve done our best to absorb any and all rising costs without passing them on to our customers. We are committed to affordability and continue to offer a number of lower cost medications at $18 and $20 per pack, similar to our competitors. We strive to offer 100+ brands at affordable prices, and provide a full list of birth control brands and their cost on our website: https://www.twentyeighthealth.com/brands. I've reached out to you through Trustpilot for more information regarding your account status and look forward to hearing back! Sincerely, Kelsey (she/her)

Response from Twentyeight HealthAug 1, 2024

Hi there, Thank you for reaching out. I truly apologize for any undue stress or frustration. This is not at all our intention, but I can definitely help clarify what happened here and further address your initial concerns. During routine auditing of historical Trustpilot reviews, we were not able to locate your account as we were not provided with any identifying information. On Thursday July 25th, 2024 we requested additional details in the hopes of further reviewing these concerns and follow up with you directly. Trustpilot allows reviewers a 3 day period to respond to this request (until July 28th, 2024). While did not receive a response from you during that timeframe, we did not request that Trustpilot remove your review. I can confirm your initial review was not removed from the platform. I hope this helps clarify things! Regarding your initial concerns: We did recently implement a new monthly subscription fee with two tiers: the Standard Care Plan at $12.99 and the Basic Care Plan at $0. More information about these subscription plans can be found on our website: https://www.twentyeighthealth.com/faq#Subscription-Plans. All customers with active accounts were notified of this change in advance, with an opportunity to opt out before being charged. I can clarify we do not require a customer to add a payment method in order to cancel an invoice. I am so sorry to hear about any incorrect billing, and am hopeful that our Care Team was able to promptly assist with getting this resolved for you. Please let us know if this is not the case and we will be glad to review once provided identifying information to locate your account. Again, I truly apologize for any misunderstanding. We aim to be as transparent as possible, especially regarding any out of pocket costs associated with using our service. Please feel free to reach out to us at [email protected] if you have additional questions or concerns. Our team is available at anytime via text, email, or chat and we will be glad to assist! Sincerely, Kelsey (she/her)