• Report: #1134140
Complaint Review:


  • Submitted: Thu, March 27, 2014
  • Updated: Thu, April 02, 2015

  • Reported By: North123 — Alabama
6240 N FEDERAL HIGHWAY Fort lauderdale, Florida USA

The Refinery REVIEW: The Refinery dedicated to 100% customer satisfaction. The Refinery takes an individual approach when providing treatment to patients ensuring best possible results.
*UPDATE: The Refinery pledges commitment to Ripoff Report Corporate Advocacy, Business Remediation & Customer Satisfaction Program. A program that benefits consumers, ensuring complete satisfaction, confidence when doing business with a member business. The Refinery recognized by Ripoff Report Verified™ as a safe business service.

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EDitor's UPDATE: Positive rating and recognition has been given to Consolidated Credit for its full commitment to quality customer service.

Ripoff Report's discussions with The Refinery have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. The Refinery listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

Mr. Brandon Heath has informed us that his personal philosophy is that his patients success are the heart of his business. As a successful businessman, Mr Heath feels it is critical to listen to his clients and respond properly. [continued below]....
..... By always putting his patients first, Mr Heath hopes to maintain The Refinery as a successful enterprise both now and for many years to come. Another top executive, VP Ivan Battern told us that Mr. Heath's personal philosophy is based on the premise that each patient should be treated as they are our only patient and each patient should always be treated in this manner.”

The Refinery is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

The information provided in this report below is based on comments made by Ivan Battern during an onsite inspection held by a third party verification company with no biases toward Refinery Health.

Refinery Health is a medical center that offers various treatments for men and women in the field of anti-aging, as well as other specialties, "we offer various treatments. Our specialty is erectile dysfunction, hormone therapy for men and women, and weight loss. Our basic business model is to provide unique and individual treatment options for patients that require our services. Our vision is to make sure that we treat patients on an individual basis and to see it that everyone get great results for our therapies.”

Refinery Health has various avenues of marketing that generate leads for their company, "we have acquired leads in various ways through the years. We have used Palm Beach Post, Sentential, radio, billboard advertising. Just to name a few.”

Ivan Battern the Vice President for Refinery Health went on to explain the typical experience that a potential patient would receive with their company, "Absolutely, the sales process is very simple. An individual would contact our appointment line. We have a direct line for new patients. They call in and make an appointment and we get them in as soon as possible. They come to the office and meet directly with our MD and at that point they go over all their medical history and we give them a complete physical and lab work if needed and depending on the services they are looking for we can start them the same day or we can get the medication to them as soon as possible.”



During the onsite interview Mr. Battern was asked to describe a situation where a patient was not satisfied with the level of service they received. Mr. Battern described the following situation, "An issue that we have had in the past, that we have actually been working on...is the third party pharmacy to get the medication to the patients. We do our best to get the medication to them on time because we know how important it is to the patients to have their meds. However, sometimes the pharmacy can fall behind, and then it falls back on our shoulders. Then we have to deal with the complaints and be the buffer." In order to resolve this situation Mr. Battern created an automated system that allows the patients to receive the medication order ahead of time. This ensures that they have ample warning before they run out of their medications. Patients have had a highly positive reaction to this change, "I have had a lot of people who were use to calling in for their prescriptions received them on their door step and be very impressed that they didn’t even have to call in or be bothered by it. They just received it. So it was a great turnaround." Mr. Battern went on to explain that with any complaint Refinery Health will follow up with that patient in order to provide excellent customer service.

When asked to comment on complaints posted on Ripoff Report's website Mr. Battern stated, "That situation took place in our Fort Lauderdale location and it was a personal dispute between a patient and that employee. These two had their own differences and then this particular customer took it upon himself to write the Ripoff Report, and anywhere else that they could to try and shame the Refinery or talk negatively about the Refinery. However, I did reach out personally to this gentleman, and try to rectify the situation but there was nothing we could have done to make him happy. He was extremely upset with a qualified staff member who was Stephen Pu, an RN, who was more than qualified to treat this gentleman at the time and under the care of Dr. Lawrence Amos MD. He wasn’t even a patient long enough to get any results. He came into the office one time. Met with Stephen and then the gentlemen brought his friend in, and I guess the three of them had words together and then it just escalated form there. So either this gentleman or his friend weren't on therapy long enough to get any results from the treatment." The patient who filed the complaint asked for a refund, and Refinary Health gladly did so. Mr. Battern assured future patients that all of Refinery Health's employee's are board certified, "we only have employed, in the past and still to this day, board certified practitioners. Dr. Lawrence Amos has been with us for a year and a half now. It’s a medical clinic so obviously we have to have a board certified physician here. Again all of our nurses that we employ are certified nurses whether they are an LPN or an RN. We even have nurse practitioners here as well. So everyone we employ is up to par.”

When asked what type of changes they have made to honor their commitment to make things right with the customer per the request of Ripoff Report, Mr. Battern stated, " I started putting more emphasis on customer service in general. We hired additional staff to provide just customer service. At our appointment line we also offer customer service where patients are being called by these customer service reps just to see how they are doing throughout the course of treatment. Following up with them. Making sure they are happy. Making sure they have received the medication. Making sure that everything is what they want it to be. Making sure that the results are fine and we always have a patient that isn’t have the results they are looking for our door is always open and we always tell them during the initial consultation and during our follow up calls, come back in and see us and let’s see if we can’t make some adjustments to your treatment to get the optimum results. Our goal is to make sure our patients are happy and in turn they will stay longer and we will be happy as well.”

Refinery Health is proud to be apart of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. Mr Battern elaborated by stating, "it means a lot to us not only to have a good name with Ripoff Report, but to any consumer that is out there looking for a trustworthy company. We want to make sure that no one out there looks at us in a negative light and at least get the opportunity to prove to them that we are a great company and that we are everything we say we are.”



"The team has expressed that are more than capable of doing a great job of servicing their patients. We are one of the top anti aging clinics in the state of Florida. We were able to achieve this by providing a quality service at an affordable price. The Refinery has always put its patients care at the front of its business strategy and continues to find ways to improve the experience for our patients. The Refinery's Vice President- Ivan Battern The Refinery takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "The Refinery provides a positive and encouraging work environment. The Refinery encourages us employees to offer feedback and they listen to its employees so that we can help improve the company operations. Mr. Heath is always concerned about his employees and keeps us motivated with growth opportunities.”

Ripoff Report was pleased to learn that The Refinery's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.


"Why should I see a physician at The Refinery instead of seeing my own physician or urologist for a sexual performance problem?

We focus exclusively on treating the inability to achieve an erection, maintain an erection, low testosterone, and premature ejaculation. General physicians or urologists are ideal for other problems, but they may rarely see patients who experience your concern. We treat men just like you thousands of times each year. Our experience makes a difference in your successful treatment. We are so confident in our methods, when treating erectile dysfunction, results for our services are FREE!

I have tried Viagra®, Levitra®, Cialis® but they didn’t work for me. Also, I’ve tried herbal capsules advertised on TV, which don’t work either. What can you offer me that may work for my problem?

We offer FDA approved compound medications specifically designed to work when Viagra®, Levitra®, Cialis® do not. These are safe and clinically proven to be successful for problems exactly like yours. Herbal formulas are neither effective nor safe, and the unregulated chemicals and herbs within them may be harmful to you and should be avoided. The FDA has not approved them as medication and recognizes them only as dietary supplements.

What types of medications are available for my treatment?

For Erectile Dysfunction:

Our expert licensed Physicians use painless, safe medical options to effectively treat your problem, so you obtain an erection with only one visit. Until the doctor examines you there is no way to determine which type of medical treatment will be the most effective. After completion of the examination and testing, he will establish the best treatment option to immediately generate a sustained erection.

For Low Testosterone:

Testosterone injections are our most popular and widely used form of treatment for Low T. If you do not prefer injections or travel for long periods, the medication can be shipped to you for self-administration. We also offer a testosterone cream that is 3x as strong as the leading brand name prescription gel.

Depending on your levels our staff will adjust the frequency and dosage of your injections to stabilize your testosterone levels in the "high normal" range which will achieve the desired effects of the therapy.

What if I suffer from other ailments, such as heart disease, high blood pressure, diabetes, prostate problems and/or removal, or if I take medications for those conditions? Can you still help me and guarantee success?

Our physicians are experienced in helping men with the same type of problems listed above. Our medications will work for most men with these conditions or who are taking medications for these conditions. We guarantee a penetrable and sustainable erection with the test dose of medication (1 hour) or you will not be charged for the visit, tests, or medication. You cannot lose anything by coming in for the appointment. Even when others have failed or the medical conditions from which you suffer compound your problem, we have a solution.

How long will the office visit last and what will happen?

Upon your arrival, a member of our all male staff will escort you to a private examination room to see a doctor. He will perform a few tests, including an ultra sound, review your medical history and ask about any medications you are presently taking. He will review those results and discuss with you the best treatment option to help you get and maintain an erection. A test dose of medication will be offered. The process if safe and painless with zero side effects. After several minutes he will return to the room to be sure you are happy with the results. He will then discuss with you the duration you would like to maintain your erection every time you have sex. Your total visit will last approx. 1 hour to assure your test dose worked properly. The exam, tests and initial dose of medication are included in the cost of your first visit. Many insurance companies reimburse for our services. Before you leave the clinic we will present the appropriate paperwork and diagnosis codes required by insurance. You can then chose to submit this to your provider.

What’s the cost of the medications?

The medication cost will be determined by the medication prescribed and the frequency you chose to use it. Once the doctor has completed the testing and has the diagnostic results, he will discuss an effective treatment and formulate a prescription that will support your expectations.

Why haven’t I heard of these medications?

Millions of dollars are spent by the pharmaceutical companies to advertise brands such as Levitra®, Viagra® or Cialis.® Those products are sold as a one-pill-fits-all solution. Often these medications do not work and have various unpleasant side effects. Each prescription issued by The Refinery is a compounded medication developed specifically for you.

Is my insurance going to cover this treatment?

Many insurance companies reimburse for our services. Before you leave the clinic we will present the appropriate paperwork and diagnosis codes required by insurance. You can then choose to submit this to your provider.

What is the ultra sound test for?

The ultrasound measures the blood flow in the corpus cavernosum, the two parallel chambers of the penis that, when filled with blood, produce an erection. The results of that test, along with other tests will determine the prescription.

How long is the prescription good?

You can reorder medications using the prescription for up to a year. Occasionally the prescription may need to be adjusted during the year if your physical condition changes. If this is necessary our physician will adjust the prescription for up to one year with no additional cost to you.

How can I immediately get started to end my problem forever?

Our male telephone counselors are here to help you 24/7. Just call toll free (561) 395-0600 to set an appointment at your convenience, often the very same day! The Refinery wants you to know that hundreds of times every month, we hear the same thing from our patients. “I only wish I had made that call earlier.” Make the call, have better sex.”



The Refinery recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, The Refinery has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our review, which included discussions with Ivan Battern and Brandon Heath, Ripoff Report is convinced that The Refinery is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.




CON ARTISTS from TEXAS named HEATH are running a dirty operation by opening mutiple pill mill style clinics. The only difference these con artists are selling injections .


They hire poorly qualified people who have limited medical knowledge  and no integrity. Case in point at their Fort Lauderdale location one is greeted by a Mr Steven L Pugh.  His business card states that he is an R.N. He considers himself a Registered Nurse. Mr Pugh has a A.D.N degree from Wallace State Community College.  This is an associates  degree . He also claims to have 30 years experience. Mr Pugh graduated in 2008 from WALLACE STATE COMMUNITY College and has very limited nursing experience, most of which is embellished.


Mr Pugh is sklled at phelbotomy but lacks most nursing skils and knowledge. He tells everyone their T level is low in order to selll you a Testosterone package of 2000 dollars paid upfront.

This report was posted on Ripoff Report on 03/27/2014 09:43 AM and is a permanent record located here: http://www.ripoffreport.com/reports/refinery-health/fort-lauderdale-florida-33308/refinery-health-refinery-clinics-testosterone-fort-lauderdale-florida-1134140. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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4Author 4Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report


AUTHOR: North123 - ()

 This is to clarify my report. My complaint is with the REFINERY CLINICS and NOT with the Nurse/treatment counselor.

I believe this clinic is poorly run. The RN is simply an employee and is told what to do. My anger was unfairly directed to him.

This is to apologize publicly. Mr Pugh has been very gracious and kind and extremely helpful. I really admire him for all his

help. He is truly a good person in so many ways. He is high energy and definitely on top of things.

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#2 Author of original report


AUTHOR: North123 - ()

 My complaint was with the REFINERY CLINICS and NOT with the Nurse. I believe that this is a realtively new clinic and there are problems that come with any new business.


I directed my anger unfailry to the Nurse mr Pugh as employee of the clinic.

mr Pugh has been very gracious. I take NURSES WEEK to publicly thank him for all his help. He is truly an outstanding person. I have learned a lot about him as an individual these last few weeks and I can vouch that he is a patient advocate and is always very professional.

many people are not appreciated for their hard work. I wish to acknowledge this. He has strong moral fiber and he is not afraid to speak his mind and I truly admire him.

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#3 Author of original report


AUTHOR: North123 - ()

 This is to clarify my complaint. My complaint is with the REFINERY CLINIC and not with MR PUGH.

This is a relatively new clinic that I found dysfunctional. I unfairly criticized the employee Mr Steven Pugh and directed my dissatisfaction with him.


Mr Pugh has made amends and has been extremely supportive. Ive gotten to know him better  these last few weeks I find him to be trustworthy and unafraid to be a patient advocate.



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#4 Consumer Suggestion


AUTHOR: ian123 - ()

 This clinic in Fort lauderdale was shut down because of consumer comments that exposed a money making scam.

For this person on June 15 to post a defense of this clinic is highly suspicious.


Ripoff report has served the people of this community exposing a poorly supervised and UNLICENSED facility claiming to be a medical clinic.

This clinic was shut down on May 30 2014  2months after the original report report.

Congratulations to RIPOFF REPORT.

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#5 Consumer Comment

The Refinery Offers a Valuable Service

AUTHOR: Mark.B. - ()

I have been a regular patient of the Refinery in Fort Lauderdale since February 2014 where I have been treated with respect and compassion by their staff. I receive treatment for ED and testosterine therapy. I am not considered a great candidate for Viagra because I have a heart condition and am on several medications that prevent me from taking it. I have met Steven Pugh on several occassions and he has been more than respectful in his treatment of me and helping me treat my condition. He took time to explain potential alternatives to Viagra. I never felt pushed into buying anything and felt he was well informed about the ED medications and low testosterone. He was also knowledgeable about nutrition, diet  and exercise.  I have been to urologists who have shown me the door when I brought up testosterone therapy. Tstosterone recently has been shown to improve cholestero levelsl, decrease blood sugar levels, decrease body fat and increase lean muscle mass. All of these factors can reduce the risk of heart disease. Steven Pugh was up to date on the latest research reports on this and shared web sites and articles for me to read. He knew more about testosterone and the medical literature than my board certified and very experienced urologist. 

I knew I wanted to receive ED treatment and start receving testosterone to promote muscle development so I can excercise more.  Any man walking through the Refinery's door knows why he is there and what the Refinery offers. The Refinery does not pretend to be a clinic. In addition to seeing Steven Pugh, I was evaluated by a capable licensed and board certified physician--I asked. I had my vital signs taken and underwent a physical examination that was more extensive than what my general practioner does. Blood was drawn and my lab tests were evaluated by a physician. My testosterone level was at first borderline and no testosterone was prescribed. When I returned at a later time, the lab test showed my testosterone was low and then I was  given a prescription. The Refinery was diligent and certainly did not treat me like a scam company or a con artist would. It is not a pill mill and there is no evidence that it is. Name calling and negatively labeling a company without doing homework makes me wonder more about the person writing the review than the company.

Personally, I am thrilled to have a company offer treatments that are ahead of the game and doctors too conservative to  consider alternative treatments for male sexual disorders and male menopause.

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#6 Consumer Comment


AUTHOR: ian123 - ()

TALLAHASSEE (AP) — There is one simple way for a Florida medical clinic to avoid being licensed and undergoing an annual inspection: Don’t accept insurance.

A bill moving through the Legislature would close that loophole for so-called cash-only clinics, which can escape government oversight because the statutory definition of a clinic is interpreted as an operation that takes third-party insurance.

The bill (SB 746) sponsored by Sen. Eleanor Sobel, D-Hollywood, would require that all medical clinics be subject to licensure, renewal and inspection, whether they accept insurance or not.

Many of the cash-only clinics are run by business people with no connection to the medical field, but must hire a licensed doctor to oversee the operation and sign prescriptions. Because the clinics aren’t licensed, the state doesn’t know how many exist.

“There is no regulation of clinics, it truly is the Wild West out there,” said Kenneth Woliner, a Boca Raton physician who thinks the clinics should be regulated. He said finding clinics that run without oversight is simple: The places open, treat patients and then quickly move on. The doctors who are hired to run the clinics are often “older doctors and they just need money and don’t care,” he said.

Sobel’s bill is moving slowly, if at all. She looks at the disinterest in the statehouse as a problem of regionalism. Most of the unlicensed clinics are in her district and other parts of South Florida, so getting legislators from other parts of the state interested is difficult.

“This is often how the pill mills operate,” Sobel said, referring to clinics and pharmacies that illicitly dispense prescription narcotics like painkillers. “But I’m not sure anyone up here knows that. They just don’t have the problem to the extent we do.”

Molly McKinstry, deputy secretary for health quality assurance at the state’s Agency for Health Care Administration, said the current system is structured to prevent insurance fraud. She said that while the cash-only clinics aren’t licensed, the doctors and nurses are.

“The concept of regulating providers where patients are paying for their own care is not part of that package. But the practitioners who work there, the doctor, is licensed and monitored by the Department of Health,” McKinstry said.

One cash-only clinic is the Refinery, a South Florida company that advertises its services to provide testosterone and help for erectile dysfunction.

The operation, with four locations, is not registered with the state as a clinic nor as a medical facility and probably doesn’t need to be under current law. The Refinery recently posted a Craigslist ad seeking a part-time doctor who would be paid $85 an hour. The group offered to train the suitable applicant on Friday or Saturday morning “and have you seeing patients next week if possible.”

A person answering the phone at the Refinery said the company doesn’t take insurance but will forward information on to the insurer on behalf of the patient.

Records show the Refinery’s owners, Brandon and Simon Heath, are based in the Dallas area with a background in investments and realty.

Brandon Heath did not return two phone calls or an email. Phone numbers listed for Simon Heath were disconnected.

While no one accuses the Refinery or the Heaths of malfeasance, the idea of a clinic offering drug treatments without state knowledge is disconcerting,

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#7 UPDATE Employee

Personal Attack

AUTHOR: Steven L Pugh RN - ()

I was not recruited by an advertisement on Craigslist. Is your complaint that they advertise on Craigslist (like many other respectable companies) Or do you have a legitimate complaint against me? I have not tried to hide behind a false name. If you have some DIRECT complaint why not get to the point. If you are a patient and unhappy with your treatment progress the responsible thing to do is to speak with us. There are laws that protect individuals like myself from personal and slanderous attacks on sites like this. Your identity will be revealed soon enough through the legal process. My suggestion is that you address your concerns with me directly, since you obviously claim to know so much about me. I already have a good suspicion of who you are, but unlike you I dont sling accusations until I have all of the facts. My reputation is in excellent standing with the Board Of Nursing and I have never been a provider of " Bad Medicine" as you say. I would also like to remind you that Bullying is a silent CRIME. You are already quilty of slander against me personally, I would suggest if you have common sense, you use it before you make this any worse on yourself that its going to be. Choose your words carefully.

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#8 Author of original report


AUTHOR: North123 - ()


Its bad medicine when the doctor and NURSES are recruited from Craigslist and "trained" to stick needles in your manhood and give RX for Testosterone....see below:


Part-Time LPN, men's clinic PB Gardens/Boca testosterone injection (PBG/Boca)

© craigslist - Map data © OpenStreetMap

(google map) (yahoo map)

compensation: Dependent on experience


The Refinery clinic needs part-time LPN who can perform testosterone injections (intramuscular) on male patients.

Palm Beach Gardens needs help part-time 2-3 days/week for half days

Boca Raton needs help Saturday mornings from 9am-12pm.

Male is preferred but not required.

Training provided. Thanks, look forward to speaking with you soon.

  • Principals only. Recruiters, please don't contact this job poster
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#9 REBUTTAL Individual responds

False Statements

AUTHOR: Steven L Pugh RN - ()

I am Steven L Pugh RN. Ihave been a Registered Nurse since May 2008. I have been employed in the medical field since 1983 beginning with a company called CompuHealth. I have MANY YEARS experience in various aspects of medicine including ER, Trauma Burn, Critical Care and have been Director Of Nursing for Several facilities. My license and credentials are in EXCELLENT standing with ALL of the states I am licensed in as a RN. The last 5 years I have been trained INTENSELY in HORMONE REPLACEMENT THERAPY. This is a personal attack from a very immature and poorly advised individual. The Refinery Clinic is my current employer. We use LabCorp for our specimen testing and we NEVER prescribe a medication to a patient who's labs do not indicate a need for prescribed therapies. Many patients are turned away if their levels do not indicate a need for treatment. Complaints like this one are generated when a patient is not in compliance with prescribed therapies ( want a refund after desired levels are reached, try to demand more than medically safe dosages). I think people who cower behind statements like this without identifying themselves, should not be taken seriously. If you have a legitimate complaint in regards to any company, make it trustworthy..dont cower behind a screen name.

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