ComplaintsforRed Mountain Weight Loss

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Red Mountain weight loss for 2 months now. On Month 1, I lost 8-9 lbs (holidays time). In the midst of month 2 (week 2), I noticed that I was eating a lot, I had gained 3 lbs back, so I called the company. At first I spoke with a nurse practitioner, she asked for my weight, blood pressure. The nurse suggested that I switch the medications around to see if they would become more effective. The nurse also suggested sending me a lower dosage of the medication (in a form of a spray) to add to the existing medication. Ultimately, the nurse mentioned to me that maybe I need to just switch the medication to a different appetite suppressant they offer. I agreed to the switch but the nurse needed to get approval first (and offered to call me back). Ultimately, I was told No because I cannot have that many medications out there. I explained to RM that I can return the remaining 2 weeks medication and that I was told when I signed up that if the meds arent working they can always swap it out. If the pharmacy was so concerned with the amount of medication I have out here, why attempt to send me the medication in the form of a spray? Is that not additional medication? Someone from RM called me the following day, but I explained to them that I could not speak to them while at work. Then I started receiving emails stating that they are having a hard time reaching me (which was a lie). Another email from the ** with more lies. I would like for RM to refund me for the complete 2nd month I paid for or exchange my medications at no charge to me.

  

  Business response

  01/23/2024

  We are very sorry that you have been frustrated with your experience.  At Red Mountain, our top priorities are to provide the highest possible healthcare while delivering first-class customer service.  It appears we have fallen short of expectations on the latter, and we would like to rectify that.
  
  These prescriptions are controlled substances that are federally monitored and regulated.  There are strict restrictions on how many prescriptions any one individual can receive within a specific time frame.  Our Medical Providers do their best to adjust patients treatment plans to achieve the best outcomes, but sometimes we come up against limitations that are beyond our control. 
  
  Quite often, we need to wait for a period of time before additional medications can be dispensed.  We wish it was as simple as exchanging the unused medications but they were dispensed by a third-party pharmacy so we cannot accept medication returns. 
  
  From a customer service perspective, we understand how frustrating that is and we are more than happy to provide a refund for the consultations with our clinical team. However, as a licensed medical practice, we are not permitted to issue refunds for prescriptions. 
  
  Our manager will be reaching out to you directly to discuss the details and, hopefully, regain your trust.
  
  Respectfully,
  
  Red Mountain Weight Loss

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They advertise the same active ingredient as ozempic without any side effects on both TV and Radio commercials. This is A) clinically inaccurate and B) illegal.

  

  Business response

  12/04/2023

  We appreciate you sharing your concern. Revolex patented compounding process features additional ingredients that have been shown to negate the side effects commonly found with Ozempic.  Furthermore, Revolex is administered daily so it spreads out the medication in once-daily increments which further negates the side effects that occur with Ozempics once-weekly high-dose administration protocol.  As such, Revolex users do not report the same side effect profile as Ozempic users and that is what we are referring to in our advertising. If you have further questions someone from our Clinical Team would be happy to speak with you directly to address any other concerns.
  
  Thank you, Red Mountain 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am in my second month. I was running out of the sublingual medication. I had my appointment early and paid to express my medication. This was over a week ago. I have been out of the medication for a week. I am so dissatisfied. I called and was told I need to track it down. ***** messed up. I should not be running behind this medication. Over 400 dollars is no joke to me. This is absolutely aweful customer service and you could care less if I lose.

  

  Business response

  09/06/2023

  We are very sorry to hear about this patients frustrating experience at Red Mountain. Our mission is to be supportive to all our patients and help them achieve their weight loss goals as easily as possible.
  
  Unfortunately, the shipping vendor re-routed her package after the carrier delivered it to the wrong location and that created some delays that were out of our control. As soon as we were alerted to this issue, several members of our management team have been in contact with her (including our Medical Director and General Manager).  They have been working with her directly to resolve this frustrating issue. 
  
  We did refund the original shipping charges and re-ordered her medication at no cost with another complimentary rush delivery to ensure she receives her medication quickly. Later, we followed up again and received confirmation that the package was delivered and offered continuing support and considerations.  The patient has reported to us that she is satisfied.
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an appointment with Red Mountain Avondale to discuss my weight loss goal. On my initial visit i felt that the provider that was assigned to me wasnt really interested in listening to me. I specifically told ***** i did not want the slow release appetite suppressant capsules given to me and that I preferred the tablets. Well after $200 they gave me the capsules which do nothing for me. I proceeded to call Red Mountain to advise of the situation and they promised that they would have a different provider call me back. Well as of today nobody has called me back after numerous attempts of me calling them and after $200. How do you charge your exorbitant prices and think its ok to treat customers this way. I want what i had initially requested and what was promised. This is unacceptable behavior.

  

  Business response

  07/07/2023

  Hi there! Thank you for your feedback. We have had a member from our Clinical Team, as well as our GM reach out to connect (perhaps after this response was submitted) and do our best to regain trust and talk through further concerns about the prescription medication. We pride ourselves with providing top notch customer services combined with excellent patient care, and we look forward to continue to reach out in hopes of connecting to rectify this issue. 

  Customer response

  07/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/8/22 I received service from the ************* office location in ********** at which time I incurred charges of $302.40. During the payment process the desk girl inquired if I would like to prepay for the next visit. To alleviate the hassle of paying next time I agreed and paid an additional $472.50. The explanation for the additional charge was that the injection process was to be different which cost more in turn. I agreed and paid. On 7/28/22 I went for the second treatment and at checkout time came to the desk. At first the desk girl informed me that I owed $252.00, but upon my objection and explanation that I had prepaid, she did some checking and agreed that I owed nothing, and I went on my way. About one hour later I received a call from RMWL general manager, and he informed me that I still owed an additional $665! I explained that I had prepaid, but he claimed that what I paid last time was for that day's service and that I paid nothing for today's service. That I told him is not at all what was explained to me. Had I known any of this there would not have been a second time. He apologized and hung up.This is bait and switch. One person tells you a lowball number and after the service another steps in with a much higher price. I can't refuse to pay because I have excellent credit and will not tarnish it for this. On the other hand, this can't continue to happen. What a scam they are running here.

  

  Business response

  08/01/2022

  Hi *******. Thank you for your feedback. The last thing we would ever intend to do is misrepresent or hide any fees.  While each patient may choose different treatments or products, our goal is for all of our pricing to be transparent and clearly available prior to making any purchase decisions. Our General Manager will be reaching out to further discuss in hopes to regain your trust further. Thank you!

  Customer response

  08/04/2022

  The company in question has made no attempt to contact me as of 7:40pm 8/4/22. They obviously have no desire to resolve this situation. It is unfortunate that with proper training of their employees, this would not be happening.

  

  Business response

  08/08/2022

  Hi *******. Thank you for voicing your frustrations. We have connected with our General Manager who confirmed that you have been in touch with him and the refund agreement has been initiated. We hope this issue has been resolved and we have earned back your trust!

• Initial Complaint

  07/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined Red Mountain Weight Loss in hopes to lose 20 pounds before a cruise I'm taking in August. I paid $600 and followed the program religiously. I kept a food journal. I did what I was told, and followed the program strict guidelines. I lost 4 pounds total. I want a full refund of my money and feel this is fraud.

  

  Business response

  08/10/2022

  Hi *******, thank you for your feedback. Our General Manager will be reaching out to discuss further on how we can rectify this for you and earn back your trust. Thanks!

*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. ↩