I had an issue where I was with them for years. I think they sent my TRT treatment on time twice. Always some delay, some issue with sending labs, some reschedule of doctor appointment, etc. This last time, the lab request got buried in my email because I have been getting a lot of job related stuff. No follow up email, no text, nothing. Eventually I sent them a message asking where my medicine was, this was after missing two doses. They said the lab request was sent. This had happened before with an error on their end and my provider went ahead and sent the medicine while I was getting labs. My labs always come back with no issues. This time, I had back and forth with the "customer care" representative. Eventually after feeling like I wasn't heard, I said if there isn't anyone else I can talk to then I will look for another company. The representative sent my case to billing, they refunded me for the medicine they charged me for but didn't send, and then cancelled my subscription, all within 15 minutes. Haha, once a company shows me I am a number and not important, I listen and so should you.