Review Insights · App Store
Hero: Medication Manager
Hero Health, Inc. · 9,834 ratings · ★ 4.7
4.7
★★★★★
9,834 ratings
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Top complaints - extracted from 22 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"hero"
7 negative reviews mention this · 32% of all complaints
★★★★★ "ABSOLUTELY LIVID. My mother, who has Alzheimer’s Disease, contacted Hero and was permitted to cancel the service which is in MY NAME, registered to ME and paid for entirely out of pocket with MY bank account. Absolutely zero common sense and utter lack of r…" - CNYKMR
2
"service"
5 negative reviews mention this · 23% of all complaints
★★★★★ "Be careful. Take a while to research this company and the product. The service response, given the nature of the product, is not near adequate. I’ve gone through two devices that would never activate, and now can’t get a response or a refund. There is…" - Research Needed
3
"pills"
4 negative reviews mention this · 18% of all complaints
★★★★★ "Needs improvement. If the pills are low it won’t dispense them. If you make a change on the amount of pill that needs to be dispensed. Sometimes it takes days to update." - Real eeeeee
4
"pill"
4 negative reviews mention this · 18% of all complaints
★★★★★ "Needs improvement. If the pills are low it won’t dispense them. If you make a change on the amount of pill that needs to be dispensed. Sometimes it takes days to update." - Real eeeeee
5
"support"
4 negative reviews mention this · 18% of all complaints
★★★★★ "Be careful. Take a while to research this company and the product. The service response, given the nature of the product, is not near adequate. I’ve gone through two devices that would never activate, and now can’t get a response or a refund. There is…" - Research Needed
6
"machine"
4 negative reviews mention this · 18% of all complaints
★★★★★ "Terrible experience so far. I purchased my hero almost a month ago and I am yet to use it. The app won’t pair to the machine, I have been back and forth with hero’s “24/7” customer service with no luck on setting this machine up. I have provided all the information th…" - Soooyyy
7
"times"
4 negative reviews mention this · 18% of all complaints
★★★★★ "Needs improvement. If the pills are low it won’t dispense them. If you make a change on the amount of pill that needs to be dispensed. Sometimes it takes days to update." - Real eeeeee
8
"meds"
4 negative reviews mention this · 18% of all complaints
★★★★★ "Terrible experience so far. I purchased my hero almost a month ago and I am yet to use it. The app won’t pair to the machine, I have been back and forth with hero’s “24/7” customer service with no luck on setting this machine up. I have provided all the information th…" - Soooyyy
9
"trying"
4 negative reviews mention this · 18% of all complaints
★★★★★ "When it works it works great. If your patient’s Internet goes down, it keeps dispensing pills for about 3 days, then stops, cutting the patient off their meds until someone fixes the Internet. My 95 year old mother lives alone and I live 1600 miles away. I used to put…" - SJP907
10
"through"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Be careful. Take a while to research this company and the product. The service response, given the nature of the product, is not near adequate. I’ve gone through two devices that would never activate, and now can’t get a response or a refund. There is…" - Research Needed
11
"problem"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Be careful. Take a while to research this company and the product. The service response, given the nature of the product, is not near adequate. I’ve gone through two devices that would never activate, and now can’t get a response or a refund. There is…" - Research Needed
12
"something"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Be careful. Take a while to research this company and the product. The service response, given the nature of the product, is not near adequate. I’ve gone through two devices that would never activate, and now can’t get a response or a refund. There is…" - Research Needed
📋 All 22 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Be careful
Take a while to research this company and the product. The service response, given the nature of the product, is not near adequate. I’ve gone through two devices that would never activate, and now can’t get a response or a refund. There is clearly an active problem with the devices, network support is weak, and the service is a chat bot that tells you to restart over and over again. My experience here was bad, and it seems like something systemic and not a one off. Two out of two devices failed setup with virtually no support. It looks nice, but does not function as advertised in my experience.
ABSOLUTELY LIVID
My mother, who has Alzheimer’s Disease, contacted Hero and was permitted to cancel the service which is in MY NAME, registered to ME and paid for entirely out of pocket with MY bank account. Absolutely zero common sense and utter lack of regard for HIPPA. Hero didn’t bother to contact me or even try to figure out if the caller was authorized to make this decision. DON’T TRUST THIS COMPANY AND DON’T SIGN UP FOR THEIR SERVICE.
Terrible experience so far
I purchased my hero almost a month ago and I am yet to use it. The app won’t pair to the machine, I have been back and forth with hero’s “24/7” customer service with no luck on setting this machine up. I have provided all the information they have asked for several times and left serval voicemails with them to wait to be called back. After requested call backs at certain times because like everyone else I work they call when I cannot come to the phone and the cycle starts again with me calling and leaving a voicemail, requesting a certain time frame, for them to call whenever they want and here we go again. I have called, texted, emailed and at this point I have paid for a subscription I am yet to even use. It’s really disappointing as I have been looking at this for some years now and was hoping this would be an easy solution to sorting my meds and it’s just been nothing but stressful and disappointment.
Disappointed
Had the Hero device for a while, my brother’s United healthcare was paying for it. He is still on United healthcare but is on an HMO. They say it is not covered however I called United healthcare and they say it is covered after they talk to someone from Hero and I’m still getting a runaround. this is very upsetting, but I will never use them again because I think this is a total BS when I was told by his insurance that it is covered, but Hero keeps telling me it’s not if they can resolve this problem. I will leave a five star review until then I will only give a one star.
Stop harassing me with what hero are you
Why can I not clear this continuously harassing message about what hero I am. I am uninterested in this marketing. Please give me an option to never see this message again.
App sucks.
Sucks.
App not working
App will not let me add meds
Buggy and temperamental
Vacation mode has never worked correctly. App can be slow to launch and connect at times. Support is unhelpful and never follows up.
unhappy
i need to cancel and i’m having to jump through hoops which really makes me annoyed. sign on here and it just wants to talk about my meds…no i need to cancel NOW
Crashes on launch
Just says “something went wrong” on a big yellow screen and doesn’t let me login. Can’t even manage my medications. No help from support at all. They just say they will get back to me and never do. Never again.
Loud but Affordable
Meh.
Errors
Intermittent errors when having to cut pills in half
Needs improvement
If the pills are low it won’t dispense them. If you make a change on the amount of pill that needs to be dispensed. Sometimes it takes days to update.
Very glitchy- great idea but just doesn’t work that good
I was very excited to get this for my mom- but it’s had glitches and problems from day 1. Very clunky, programs get stuck, app is awful, wouldn’t buy it again. Very disappointed. Currently not even working right- we have to give half her pills manually- not worth the high cost.
When it works it works great
If your patient’s Internet goes down, it keeps dispensing pills for about 3 days, then stops, cutting the patient off their meds until someone fixes the Internet. My 95 year old mother lives alone and I live 1600 miles away. I used to put 6 weeks worth of pills in a 28 day plus a 14 day pill box and call her everyday to make sure she took them, but she gets confused and sometimes would “re-organize” them, etc. I thought the Hero would solve the problem, so I got one and set it up. A few days after I got home, something blocked the Hero so it lost its connection and would not re-connect. After 3 days, it cut her off of her meds. She, I and Hero support spent 2 hours on the phone trying to figure it out. Eventually, we had to have her open up the thing (which as not easy for her) and take out all the little trays, then take one pill out of each every day - a huge step backwards from my previous method with all her pills for one day in each box. I finally found an IT guy to go out to her place and get the connection up again and it started working again. Support has indicated that there is no plan to resolve this, so if you have an IT person nearby who can come help if the Internet goes down, great; if not, there is a notable risk that your loved one will get their meds cut off.
Unstable
App constantly logs users out making it challenge to use.
Current WiFi setup is unacceptable
I don’t understand how Hero expects users to enter their Wi-Fi password into the dispenser through the menu. I have a 32 character Wi-Fi password and you expect me to enter it into the machine directly. You’ve got to be kidding me this is 2025. Why can’t we set up Wi-Fi using the app? Why do we have to set up Wi-Fi on the actual dispenser itself? For charging so much monthly, I would expect this feature to already be built in.
Now the app hangs when trying to do load it. I’m starting to regret signing up
Now the app hangs when trying to do load it. I’m starting to regret signing up
Not always reliable
I find that there are times where I am unable to log into the app, and there is no other alternative now that there is no website UI for medication management. This makes it very difficult to change/remove medications that are causing adverse effects as I am unable to do anything beyond the basics like “check pill cartridge” or “update pill count”. I have been trying to log into for over 10 hours, and this happens way too often for a service that only has one access point.
App
It’s very helpful device but app needs more work it’s too slow take for ever n you have to keep trying to add or remove medication
Beyond five stars when it works, zero stars and lots of swearing when it glitches
The device is solid, but very noisy to operate, it does require routine undisclosed and undocumented maintenance and parts - to clean the internal pill picker- that are not included and which is frustrating for a medical device that my family relies on for life and death medication management. The app, that controls everything remotely is glitchy and clearly not thoroughly pre-tested at regular releases. Overall, better than pill bottles and pill strips, but HERO R&D has some much needed improvements to stay relevant and competitive 💊💊💊
Customer service
I’ve had problems with my machine sounding like a car wreck and not dispensing. I’ve reported it several times but Customer Service refuses to replace it.
Great product app takes too long to boot
The app and machine are great for helping my father take his medications on time. Lately the app takes minutes to load if it loads at all. Please fix
Sentiment summary
93%
Positive (4-5★)
3%
Neutral (3★)
4%
Negative (1-2★)