My experience with Tono started out positive. The service was convenient, and I was able to receive assistance quickly. However, the consultations are extremely short, around 5–10 minutes, before a medication is prescribed. This made me question whether my condition was being thoroughly evaluated and left me feeling like the cost was not justified.
The most frustrating part of my experience was the customer service. Every time I reached out, the team was unhelpful and made me feel as though my requests were an inconvenience. Even for something as simple as changing my medication purchase to a prescription, my doctor required a brief appointment to make the request. Customer service told me they would send the prescription to the pharmacy, but they never followed through.
Anytime an issue came up, I had to explain my situation from the beginning. There appeared to be no internal documentation or continuity between customer service representatives, which made the process exhausting and incredibly frustrating.
The situation that ultimately led me to stop using Tono altogether involved a prescription that was not being approved by my pharmacy. When I contacted Tono, they insisted it should go through. They said they would call the pharmacy but later told me it was closed and advised me to call instead. When I did, the pharmacy confirmed the prescription still needed approval.
I contacted Tono again, and they then told me an approval request had to be submitted and could take 5–7 days to process. Nine days later, when I followed up, I was told, “I already told you it didn’t need approval.” Once again, I had to explain the entire situation to a new representative, who finally called the pharmacy. At that point, it was discovered that all I needed to do was add my secondary insurance to my pharmacy records, something that could have been identified and communicated to me nine days earlier.
When I expressed my frustration, I was shocked by the response. Laurie Taveras, their care coordinator, raised her voice and took a defensive tone, making it seem as though the situation was entirely my fault. It felt deeply unprofessional, especially given that sending accurate prescriptions and providing guidance is a core part of their service.
Overall, while Tono may appear convenient at first, the lack of thorough care, poor communication, and unprofessional customer service ultimately made the experience not worth continuing.
