Disappointing Experience
Disappointing Experience With Pallas Health — Poor Communication and Unresolved Medication Shortage
I initially chose Pallas Health because I wanted an affordable, reliable, medically supervised weight-loss treatment. Unfortunately, my experience was extremely disappointing.
I paid $299 for a four-week supply of compounded tirzepatide. According to my prescription, I was supposed to receive four weekly injections of 7.5 mg. However, I was only able to administer two complete doses and one partial dose of approximately 5.5 mg before the vial was empty. I had no medication remaining for my fourth injection.
I immediately reported the shortage, submitted photographs, and communicated with several representatives. Rather than receiving a timely resolution, I encountered repeated delays, inconsistent information, and additional documentation requests that should have been communicated from the beginning.
One representative initially acknowledged confusion regarding my prescribed dosage, only to later retract that explanation. My complaint was never about the dosage strength. It was about the quantity of medication I received.
After being assured that a replacement was being arranged, I was eventually asked to submit additional photographs and lot information, even though the lot number was visible in my original photographs. By that point, my next scheduled injection was approaching, and I still had no confirmation that a replacement had been approved or shipped.
Although the company provided an Amazon gift card as a goodwill gesture, that did not resolve the medication shortage. When I requested a partial refund, I was told I was ineligible without receiving a clear explanation addressing my specific complaint.
I ultimately canceled my subscription.
I understand that mistakes and pharmacy investigations happen. However, what matters is how a company communicates with customers and resolves problems when they arise.
For a service involving prescription medication and ongoing medical treatment, I expected better communication, accountability, and customer care.
Unfortunately, my experience with Pallas Health did not meet those expectations.
I would not recommend this service based on my personal experience.
Reply from Pallas Health
Hi Marianita,
Thank you for writing this, and I am sorry it went the way it did. Privacy law keeps me from discussing anyone's care in public, including whether someone is a member, so I will keep to how Pallas works and take the rest up with you directly.
When a member reports that a vial ran out early, we first confirm that they received what was prescribed. Vial labels, concentrations and syringe units can vary, and it's important to follow the instructions packaged with the pharmacy's shipment.
A claim that a vial was labeled one way but filled another, with less liquid than the label states, is a quality control question for the pharmacy.
The pharmacy that filled the vial reviews the fill, which requires the lot number, label photos and the first injection date before the pharmacy will replace or credit it. If the pharmacy determines that, to the best of its knowledge, everything was shipped correctly but the member is still unhappy, we will either refund or credit them for their next visit.
Our compounded tirzepatide plan is $179 for the first four weeks. If a patient has taken this medication before, they can request a higher dosage strength for the intro month, subject to a clinician's approval.
Write to support@pallashealth.co with further questions, Marianita.
Best,
Adam, founder of Pallas Health