St. Louis Men's Clinic

[redacted] did come to us on 10/12/and had a consultation with our doctor, had blood drawn and decided to purchased individual doses from usThis patient received a cooler bag and applicator, and two doses of our custom medication when he left on October the 12th with the understanding that he was to use the first two doses and let us know how they worked for himIt is for our clinic to send two doses to start and wait for a response from the patient before preparing additional dosesThis is to make sure they are getting the correct dose and it doesn't need to be adjusted any moreIt is our standard practice to call the patient within seven days with blood results to explain them [redacted] was called on October 19th and a message was left for him asking to call back for blood results and to see how the first two doses workedHe was again called and left a message on October 30thAs of this date, we have no record of this patient returning either phone callWe do still have the blood results and would like for the patient to contact us to give us feedback and allow our clinic to help him with the issues he came here with

I placed a hold on my credit card on November 7, 2017 against St. Louis Men's Clinic. I guess this has been resolved as I haven't received any correspondence from St. Louis Men's clinic, perhaps I might some time in the future, I guess since you contacted them and [redacted] did,... maybe they figured it was a losing battle and gave up. They certainly are not out of any money actually, and they don't need the bad publicity this oculd cost them.

Thank you for giving us the opportunity to respond to this complaintWe were in the process of settling this when the patient wrote in to the Revdex.com, with this complaintSince that time, the patient has been refunded, on February 3rd, and both parties are satisfied with this settlementThe patient
said he would rescind the complaint to the Revdex.com since we have come to our agreementWe are always wiling to work with this patient in the future should anything change in his status

Complaint: ***
I am rejecting this response because:*** Revdex.com PLEASE NOTE: StLouis Men's Clinic stated accusations, issues outside the period of this complaint, and potentially HIPPA violations that I highly prefer not be Posted. Please refer to the Attachment. A copy of the Conclusion is provided below to summarize. CONCLUSION: Supplier and Delivery issues have been acknowledged by staff and proven with the actual bottles. This confirms a pattern of errors and lack process that StLouis Men’s Clinic’s is NOT setup for timely In-Home services as promised. StLouis Men’s Clinic’s Response does not disagree the delinquency or prove Lab Results were providedOne could suspect Lab Results were not even processed completely since May 8, 2017. The Risk is not monitoring high blood related values. Lab Results confirm TRT goals based on Patients history of T-Levels. This is another pattern of lateness, patient risk, and ineffectiveness compared to the market / other experts. The Response indicates no acknowledgement to rectify the issues. Although the author of the Response provided personal deniability, the response lacks any intention or reasonability of resolution. Therefore, I request the Revdex.com recognize this complaint as valid and favor the Complaint

Thank you for bringing this to our attention as we were unaware this patient felt misled until we reached out to check in on him just a few days agoAt that time he explained to us that his partner was uncomfortable with him purchasing medication without her consentThey have since separated so
now the patient is demanding a refund for all services and products renderedThis is out of our control though we did attempt to contact him again today to no availThere are quite a few claims this individual has stated which are unjust and fabricated against our practice; as patients are given the option to receive some type of test dose, are never "made" to pick options on the spot, can indeed use insurance for prescription medication and there is no one here by the name of JoshThis individual choose the costly, custom-blended medication not covered under his In-Network benefits and so other financial options were presentedHe took this medication home with him and our custom-compounding pharmacies do not allow returned medicationHe always has the option to come in and further consult with the Doctor for no additional charge We are sorry to hear about his relationship ending and since we are unable to return his medication, we can find alternative treatment and care but no refund is currently allowed

We are highly discouraged upon hearing this claim. It is first important to note that we deal with customized medication that is by law nonrefundable, we never advertise or promote reimbursement or refunds. We do state that if the tailor-made test dose does not work on the first visit,
the patient will not be charged. This message has remained consist since the day we opened. This individual did in fact receive a response from the medication in the clinic, and elected to purchase a large treatment plan. Upon purchasing this medication, he signed and agreed to the no refund policy. We have given refunds in the past, but it is mainly because of treatment failureThat is not the case hereThe medication has worked and we are willing to make the adjustments necessary to achieve the desired effects for the patientHe was encouraged to come in to the office to make the necessary adjustments and chose not toThe letter sent to us on August 22nd, 2016, was responded to with a letter from our old Clinic Director on August 25th, 2016, again offering our services and expertiseThe patient has not been heard from since that timeWe are sad to hear he is upset but we do have other options available that can help this patientThank you for bringing this to our attention. We remain happy to assist this gentleman with his men’s sexual health needs

Initial Business Response /* (1000, 5, 2016/01/08) */
As we strive to provide the best and most compassionate care into treating this sensitive subject, we have sadly come to understand that we were unable to meet the developing expectations of this gentlemanMedication, especially customized
medication is by law non-returnable, therefore we enact a no refund policy for these types of casesThis gentleman was aware of this policy before electing to purchase a large amount of medication and was reminded of this agreement throughoutBecause he went with a large amount, his medication was discounted through the pharmacyHe did not pay in full but rather he was permitted to pay off his medication on a payment planSince he chose to terminate his medication prematurely, his plan was suspended for his benefit but his overall discount was marked nullThe gentleman has paid to date and nothing more will be collected, however no credit shall be due
Our Doctors felt there was more to be done and went as far as bringing along another Specialist to address this gentleman's concernsThis Doctor's time, along with our other medical staff's time, was never billed to the patientUltimately when the patient ignored the Doctor's recommendation for continued care, we simply retained the fees for product providedWe remain open to assisting this gentleman with his sexual health or referring out for further treatment, but we must abide by our existing patient-provider agreement

Thank you for allowing us to clarifyWe strive to provide men with the best healthcare related to those sensitive issues many men are embarrassed to approachThis gentleman did come into the clinic with issues related to sexual dysfunction and so the Doctor recommended the best medical option to
treat his erectile dysfunction issuesThis patient came into our office on January 18th, 2017, giving ultimatums that if we didn’t have a refund for him in five minutes he was first, not going to leave the office, and then he was going to call the Revdex.com and report usI talked with the patient, and that is the first time we heard about him passing out after using his medication on December 21st, Our notes and documents indicate this patient never reported to us that he experienced negative side effects to the medication previous to this dateI asked the patient if he had seen his primary care doctor and he stated he did not need a doctor to tell him anything, he wasn’t going to use the medication any moreI started to offer other solutions to the patient and he cut me off, stated my five minutes were almost up, he was not going to negotiate anything, and he either needed a refund check then, or he was calling the Revdex.comI told the patient I couldn’t do that and said I would be available if he wanted to talk about his options in the futureOur patients are given the freedom to choose their medication treatment plans, and the amount when they commit, anywhere from just one dose to one hundred dosesThis gentleman choose a rather large amount, after agreeing and signing documentation that he understood the law that medication is nonreturnable once prescribed. This is why we instituted our strict no refund policyWe stand by our treatment and although we cannot offer a refund, remain happy to prescribe replacement medication for this or similar issuesThe patient signed three different forms indicating he understood that all sales are final and non-refundable

*** *** did come to us on 10/12/and had a consultation with our doctor, had blood drawn and decided to purchased individual doses from usThis patient received a cooler bag and applicator, and two doses of our custom medication when he left on October the 12th with the understanding that
he was to use the first two doses and let us know how they worked for himIt is for our clinic to send two doses to start and wait for a response from the patient before preparing additional dosesThis is to make sure they are getting the correct dose and it doesn't need to be adjusted any moreIt is our standard practice to call the patient within seven days with blood results to explain them*** *** was called on October 19th and a message was left for him asking to call back for blood results and to see how the first two doses workedHe was again called and left a message on October 30thAs of this date, we have no record of this patient returning either phone callWe do still have the blood results and would like for the patient to contact us to give us feedback and allow our clinic to help him with the issues he came here with

(The consumer indicated he/she DID NOT accept the response from the business.)
Because their response was always another shot even after I told them how much pain it gave me and what it did to my leg which is not normalI felt like they weren't listening to what I was saying and it was just about the money to themWhich it is because they have gotten $of my money and I have gotten nothing but pain and a lot double talk about how it can't be when when it really is happeningI dread the day I ever walked through their doorMy health and well being are more important to me and if I hurt half the night well it just isn't worth itYes, I got upset any human being would have and I figured it was better to hang up than to continue to agrue than to have you tell me the same thing that you have beenThey said it doesn't work for everyone well I believe that I am one of thoseI'm not putting my health in jeopardy there is something in it that does causes something to happen to my leg

Revdex.com:
Please remove my complaint ID ***. The business has apologized for the error and agreed to rectify the situation
Sincerely,
*** ***

Thank you for allowing us to clarifyWe strive to provide men with the best health care possibleThis patient came to our clinic March 14th from another Testosterone clinic in the St Louis areaHe purchased months of Testosterone Replacement Therapy which he could do from his homeThe patient
has been coming in regularly for blood draws and reordersHis therapy looked to be going good until the last time ordering, when the patient went through his 10ml vial too quicklyThis could be based on the patient using too much, or the pharmacy not sending out enough medicationThe DEA regulates how much Testosterone can be ordered based off of the amount the patient is taking on a weekly basisThis should have been explained to the patient and this is why there are delays in the ordering processThis is the first I have heard of any problems or issues this patient has had and I would invite him to contact me directly so we can talk about his continued problems with this clinicI assure you that our clinic takes these matters very seriously since the nature of our business is so sensitiveAs far as the refund, our records indicate that we have been ordering medication and providing the necessary supplies to this patient as neededThis patient has also ordered more medication, which should have arrived last Friday, so we are still providing him with the Testosterone Replacement Therapy even after his complaint was submittedIf at any point the patient needs his lab results, we have all of them available and the patient himself has asked for them to be emailed instead of receiving results by callingWe are willing to provide the patient any records at any timeI hope this helps to clarify our position and I would again encourage this patient to reach out to us to find an amicable solutionThank you and let me know if you need anything else from us

We are highly discouraged upon hearing Mr***’s claimIt is first important to note that we deal with customized medication that is by law nonrefundable, and we never advertise or promote reimbursement or refunds. We do state that if the tailor-made test dose does not work on the first
visit, the patient will not be charged. This message has remained consist since the day we opened. This individual did in fact receive a response from the medication in the clinic and elected to purchase a large treatment plan on July 21, 2017. Upon purchasing this medication, he signed and agreed to the no refund policy on two different pagesMr*** also was given the option of paying on a payment plan, that he is currently delinquent onMr*** has been very difficult to get a hold of because of the delinquent account and last talked to our office on February 5, On February 6, 2018, Mr*** was sent a response to his refund request (see attached)We have given refunds in the past, but it is mainly because of treatment failureThat is not the case hereThe medication has worked and we are willing to make the adjustments necessary to achieve the desired effects for this patientHe was encouraged to come in to the office to make the necessary adjustments and chose not toThe patient has not been heard from since that timeWe are sad to hear he is upset but we do have other options available that can help this patientThank you for bringing this to our attention. We remain happy to assist this gentleman with his men’s sexual health needs

Mr*** saw our board certified doctor on December 11th, 2015, and purchased doses of medication on that dayOur medication is custom formulated and both Mrand Mrs*** were informed that it may take a few doses to get the formula correctThey have had three overall adjustments made to
the medication and at one point, we were told by Mr*** that he was at an 80% solutionThe same dose was used for almost eight months and doses were provided to the couple during this timeThe last time this clinic has any record of Mr*** calling in was August 25th, We would be more than happy to have Mrand Mrs*** meet with the doctor so we can get their dosing more refined and customizedI can provide three different forms signed by Mr*** stating that all sales are final because of the nature of the medication, but we would much rather have the couple meet with our doctor and provide them with the help that they initially came to us forThank you and please let me know if you need anything else from our clinic

Complaint: ***
I am rejecting this response because: this is not the truth, I have called and e-mailed the offficetimes with no reply back from them
Sincerely,
*** ***

I placed a hold on my credit card on November 7, against StLouis Men's Clinic. I guess this has been resolved as I haven't received any correspondence from StLouis Men's clinic, perhaps I might some time in the future, I guess since you contacted them and *** *** did,
maybe they figured it was a losing battle and gave up. They certainly are not out of any money actually, and they don't need the bad publicity this oculd cost them

Initial Business Response /* (1000, 5, 2016/02/18) */
Though we always prefer to hear from a patient directly regarding their care or any concerns they may have, we do appreciate this opportunity to respond to this patient's particular issue
The medication this gentleman mentioned being
prescribed is actually customizableThis way we have the ability to adjust it to his liking and give him the best results available without the need for surgery or an implantHe was unhappy with the medication so we made an exception and absorbed the costs of his doses, and moved him to Testosterone Replacement TherapyThis therapy came in the form he requested, which was creamHis Testosterone levels were closely monitored by the Doctor and were recently increased half way through his care to provide optimal resultsWe are sorry to hear now that he is once again unhappy but this time with his TestosteroneHis cream was compounded for him through a pharmacy and sent to him directlyMedication prescribed for an individual obviously cannot be returned, if any remains and because we did not have the opportunity to speak with this gentleman directly, no credit will be considered currentlyWe are sadden to hear that we were not able to appease this gentleman but remain confident in our medication, as we have successfully assisted thousands of men in the StLouis area

We appreciate feedback, so we can constantly improve our services and the care we offer our patients! Although the health concerns this gentleman is describing is unrelated to the treatment we provide, they are serious and the Doctor has attempted to offered recommendations for these issuesHis
suggestions were unfortunately ignored and met with hostilityThe patient called the Doctor and continued to belligerently demand money back for treatment he already requested, even when the Doctor explained he does not deal with finances, just healthcareThe Doctor offered to see the patient that day or talk more about his care on the phone but before he could even transfer the patient to the clinic manager or any other staff member, the patient huon the Doctor!
We remain happy to provide the best care imaginable in our field of specialty for this patient and would be pleased to discuss his finances and care in a rational manner at any point in timeLike every one of our patients, there are options and ways we can and look forward to benefitting this individual!

Initial Business Response /* (1000, 5, 2016/03/02) */
We are sorry to hear this gentleman has not received satisfactory results with his medication! We strongly encourage a visit with the Doctor at his convenienceThis visit of course is complimentary as the Doctor is here to address any concerns
The medication is only prescribed once the medical staff has validated that the medication does work for the individualOur Doctor could speak further on the subject at anytime, as we want this gentleman totally content, especially after placing so much finance cost into his medication! Thank you for making us aware and we hope to hear from the patient soon

We will be refunding the consumer as soon as the waiver of release document is signed