Customer service sucks..
Customer service sucks... I tried purchasing from here and the link to the product let me purchase so I thought I was fine. I was sooooo excited to be able to purchase quality items from my HSA but ... NEVER got a link or any prompt for a LON even thought I followed everything from the Truemed website. I purchased and then emailed the company. They said sorry we can't retro an LON... you need to request refund from the company and repurchase through us and follow the instructions where you choose "TrueMEd HSA" and then use your card and you'll get an email. There WAS NO OPTION to do that!!! There was only the option to pay with my personal card whether I Tried to subscribe or not!!! I'm so frustrated b/c I spent over $200 thinking I could get reimbursed from my HSA and now I can't! and when I'm emailed they said too bad for you.. WTF?! This is not the kind of customer service I patron. Sorry won't be coming back. Get your act together if you want repeat customers.
By Kendra Y.
Response from Truemed· Jun 27, 2025
Hi Kendra- I’m really sorry for the confusion here and completely understand your frustration. With Grüns, the process is admittedly a bit tricky, and we’re actively working to make it clearer on our website. Here’s how it currently works: For subscriptions: You pay with a personal card, and then Grüns presents a quick clinical intake questionnaire after your purchase. That triggers the review process for HSA/FSA reimbursement. For one-time purchases: You can use your HSA/FSA card directly by selecting the “Truemed – Pay with HSA/FSA” option at checkout, and we’ll automatically guide you through the health assessment. It’s not always obvious which flow you’re in, and I get how that could be confusing especially when you're trying to do the right thing. As for why we can’t issue a Letter of Medical Necessity (LMN) after the fact: the LMN must establish medical necessity on or before the date of purchase in order for it to qualify. That’s why we’re unable to “retro” an LMN, even when the purchase was made with the right intent. The only path forward in cases like this would be to refund and re-place the order through the eligible Truemed checkout flow, which we’re happy to help you do. We truly want this process to be seamless and will use your feedback to improve. If you're open to giving it another try, we'd love the chance to help get it sorted.