One star because I can't give zero! Constant turnover in non medical staff, late or no follow up on issues, and general incompetence. I've had several bad experiences with Pineapple Health, but kept giving them more chances, mostly out of limited options.

My most recent bad experience is the final straw. 3 years ago, they convinced me to get biote pellets because my testosterone level was on the low end. The first couple treatments went well, but then the next couple had many problems. The pellets kept coming out, and I had an open incision that would not close. Dr Chan admitted this was a known issue with Biote, and recommended I try the new brand of pellets they just got in. The first full treatment of these new pellets didn't give me the same results I had seen with Biote. As measured by both blood tests (t level) and how I felt (energy level, headaches, etc), Biote seemed to work, but the new pellets did not. I went in 2 months after the new pellets, complaining of no benefits and feeling generally not good (headaches came back, low energy level, body aches, etc). The results from the blood work showed my t level lower than when I started doing pellets 3 years earlier. Obviously, the last treatment did nothing for me. I could also still feel the pellets under my skin some 8+ months after treatment.

Initially, they offered a 10% discount to do another treatment. I refused, stating that I paid out of pocket ($750) for a treatment that did NOTHING for me. I have 2 critical datapoints on this. First is how I feel. After 3 years of doing pellets, I could tell when they raised my t level and when my level was getting low. But the more definitive proof is the blood work. I had my t level checked several times a year. And the last time (2 months after treatment, which they say usually takes 2-4 weeks for it to start working) my level was the lowest it had ever been. Obviously there was little or no increase in my t level if 2 months after treatment my level was very low. I asked to escalate the issue to Dr Chan and/or the office manager to get a better concession than 10%. They said they would have the office manager call me because she wasn't in. Well, weeks later, I still had not received a call from the office manager.

Two weeks ago, I decided to give them one last chance, and scheduled an appointment with Dr Jeffers. I explained the whole situation, and she repeated the 10% offer. After stating my case, and telling her I would not be paying them 90% for a new treatment when the last treatment was completely unsuccessful, she left to discuss with others in the office, and came back and said they would do it for $400. I was not thrilled with this response, but agreed to it, as I really needed the treatment at this point. However, she said they would need to do blood work again to determine how much I needed. I did the blood work, they said they would call within 3 days, and I of course didn't get a call for a week and a half. I scheduled my appointment and went in this morning. When I got in, the girl at the front desk said that would be $750. I told her about the whole situation, expecting they would have documented that and been fully aware. She left for a couple minutes, then came back and said 10%. After 15 minutes of back and forth explaining the whole history, she still said the best they could do is 10%. I asked to speak with Dr Jeffers, then she came up and said the 10% line as well. It's like the twilight zone over there!! I restated our entire conversation from 2 weeks earlier, and Dr Jeffers stated "oh yeah, I think I remember that now." She went in the back for a couple minutes, then came back and said yeah but you need a full dosage, so we can't do it for $400 as promised. At that point I said I was going to take to social media and review sites, file a small claims case, and consider filing a malpractice suit if I left there without getting the biote treatment for $400 as we had discussed and they committed to two weeks earlier. She left again for about 20 minutes and came back saying Dr Chan would need to do some research on my records and talk to biote. They've know about this for months!!

I walked out, and now I am taking any measure I can to get reimbursed for the treatment that was unsuccessful and will also look to receive compensation to go to another provider to review the aftermath of the last treatment. I also want to make everyone aware of my experience!

Submitted June 10, 2019