On 11/27/10 I called in 4 prescriptions to the pharmacy. I spoke with a female that told me one script was out of refills and she would contact the doctor to request a refill and she would give me a call when the med was ready. I waited until 11/29/10 to go to the pharmacy and pick up the 4 medication I requested refills on (I never got a call saying that the one that needed a new script was ready so I assume they just forgot to call me) When I got to the pharmacy they only had 3 medications in my bag so I asked where was the 4th med I requested. The reply was it's on hold because it is too early to refill. So I said that something is wrong because I have no medication left and I only take one per day so the pharmacy must have shorted me on my last refill. I stated someone should have called me back on the refill but noone did. Bradley replied no one has to call you back and that I could not get the medication because the insurance would not pay for it. He also stated that the medication would be ready on 12/8/10 and I could pick it up then. He gave me 5 pills to tide me over.
On 12/08/10 I went to the pharmacy to pick up the medication. I was asked by the lady (I did not get her name) what medication I came to pick up. I gave her the name of the medication and asked her why wasn't it ready. The response was it's showing that it is on hold on the computer. Then Bradley said to her check the claim I believe there is a problem with the insurance. She ran the claim through and got a paid claim. So that proved to me that the script was not filled and ready due to negligence on their part and he was looking for an excuse for not doing his job. The polite lady said she apologize that the script was not ready but she would fill it now and she also apologized that I had to wait. I told her I had a partial fill on the script and was expecting the rest of the pills as I am out of the medication and I need it. She asked me did Bradley give me 3 pills. I told her the record should show 5 pills. Bradley was listening to the conversation. He asked me how many pills did I receive. I responded to him that he should go by the records in his computer. His response was that He was trying to help me out and if I did not want to cooperate he would prefer to transfer all my scripts to another pharmacy and have them fill them for me. He had no clue of how many pills he gave me and had no record of it. My question is how do they keep up with inventory and how are they billing my insurance company. He said giving the 5 pills to me was a courtesy to me. My reply is there still should be a record kept of the medications you are dispensing. You should not rely on the customer to do your job for you. He again asked me if I wanted him to fill the prescription and I said "you fill my prescription". He then said "are you saying I have to fill your prescription"? And I replied "Are you refusing to fill the prescription"? He did not answer that question. The next thing he told me was that the script could not be filled today because of a clerical error the hard copy had been lost and he would have to call the doctor again to get another hard copy. The lady working with him called the doctors office to request another hard copy. After she hung up the telephone she told me that my doctor was out to lunch and would not be back until 2:00pm and she then asked me if I would like her to call me when the script is ready. My reply "I was waiting for a call the last time but never got one do you think you will be able to call this time? Her reply was yes.
I went to Guess Services and asked for a manager and I talked to Paul and Doug. I asked Paul was he a manager? (He had no name tag on) he replied yes. I told him what happened at the pharmacy and he called someone name Doug (he said Doug was a manager too but Doug had a name tag that said trainer) Paul stated he did not know anything about pharmacy and that it is not unusual for a hardcopy to be lost unfortunately it happened to me. Now this was not an acceptable response to me and in my mind no professional manager would have responded in that manner so I asked him again if he was a manager. This is when the truth came out. He and Doug are team leaders and do not have the skills to handle a customers complaint. I asked for the telephone number to the coporate office and was ablidged.
I called the coporate office and spoke with Melissa who transferred me to her supervisor Jessica. Jessica told me she would send my complaint to the pharmacy team and they would get back to me within 48 to 72 hours. How do you like those apples? I need the medication today. I should not have to wait 48 to 72 hours more after all the time I have already waited. This situation needed immediate attention and I was unable to speak with anyone that could take immediate action.
I am also filing this complaint with Medicare as this company has Federal Government Contracts that they are not complying to
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