Hi!
Well, I've been using this mail order pharmacy for about the past 3-4 years on and off for most of my CF meds. Well, lately I've been running into some problems with them and am curious what' ya'll's opinion of them is and what your experiences are/were like if you order from them??? I guess I'd heard different things, and they've really messed up things for me way in the past by not sending pulmozyme for weeks, etc... But, I gave them another chance and really liked using them until lately. Not only have they not gotten me meds in time, have ridiculously confusing billing methods, and not very convenient hours, but lately they've become rude on the phone.
Here's my story...
The other day I called to ask them why I'm getting charged for water and syringes to mix my colistyn (according to their newsletter, since October 2006 they were going to give these as a free courtesy to everyone who used colistyn and needs it, since most insurance doesn't cover them)... Well, I just realized I've been being charged (and have PAID it) for the last several months. I called and asked them about it and they said you DO get charged, but then eventually "someone notices it" and will take it off. So, she said I'm NOT responsible for those charges. I asked her if it was then MY responsibility to deduct what I think are syringe and water charges (none of their bills have breakdowns of specific meds, they are categorized only by order numbers... urgh) when I get a bill and just not pay that amount and she said, "yes". So, I have to figured out what was charged to me that shouldn't have been and just ignore those charges until "someone catches them" and deletes them?!? And, until then, it will be "past due". Interesting billing system.
The woman I spoke with was also very rude when I asked why I hadn't gotten the free PARI neb with my 1st and 4th orders of pulmozyme and colistyn (as is also their policy). She said everytime my doc orders these things they have to also order a neb and it will be comped. OK, so what happens when its the 4th order and I order via automatic refill line? Well, I MUST at that point talk directly to a customer service person and ask them to send one. I asked her why they don't just SEND them out on the 4th order and she said they can't be expected to know when you need a PARI neb and its not their responsibility to follow when its the 4th Rx.... Hmmm.... Seems in today's day and age a computer could tell them when its a 4th refill, no?! And, if you offer it every 1st and 4th Rx and that is one of your incentive programs, WHY wouldn't you just send it?! Whether I NEED it at the 4th refill or not, if that is their program, that should be what they do. Duh. Anyway, I proceeded to tell her I hadn't recieved a neb for free since May even though I've filled pulmozyme and colistyn and should have gotten at least 2 more by now. She didn't offer to send me them. Just said next time I'll know to speak with a customer service rep. and order one. I thought this was mighty rude. I was telling her I needed the nebs and it was my mistake since I didn't know the procedure, and she didn't offer to compensate me in any way and was really snotty about the whole thing.
Oh well. Sorry to rant. I just wanted to know what anyone else who uses/used them thinks... at this point, I'm considering going to a local chain pharmacy that is more convenient, less confusing, and friendlier.
Thanks for any experiences you wish to share. Sorry this got so long!!!! <img src="i/expressions/face-icon-small-smile.gif" border="0">
Well, I've been using this mail order pharmacy for about the past 3-4 years on and off for most of my CF meds. Well, lately I've been running into some problems with them and am curious what' ya'll's opinion of them is and what your experiences are/were like if you order from them??? I guess I'd heard different things, and they've really messed up things for me way in the past by not sending pulmozyme for weeks, etc... But, I gave them another chance and really liked using them until lately. Not only have they not gotten me meds in time, have ridiculously confusing billing methods, and not very convenient hours, but lately they've become rude on the phone.
Here's my story...
The other day I called to ask them why I'm getting charged for water and syringes to mix my colistyn (according to their newsletter, since October 2006 they were going to give these as a free courtesy to everyone who used colistyn and needs it, since most insurance doesn't cover them)... Well, I just realized I've been being charged (and have PAID it) for the last several months. I called and asked them about it and they said you DO get charged, but then eventually "someone notices it" and will take it off. So, she said I'm NOT responsible for those charges. I asked her if it was then MY responsibility to deduct what I think are syringe and water charges (none of their bills have breakdowns of specific meds, they are categorized only by order numbers... urgh) when I get a bill and just not pay that amount and she said, "yes". So, I have to figured out what was charged to me that shouldn't have been and just ignore those charges until "someone catches them" and deletes them?!? And, until then, it will be "past due". Interesting billing system.
The woman I spoke with was also very rude when I asked why I hadn't gotten the free PARI neb with my 1st and 4th orders of pulmozyme and colistyn (as is also their policy). She said everytime my doc orders these things they have to also order a neb and it will be comped. OK, so what happens when its the 4th order and I order via automatic refill line? Well, I MUST at that point talk directly to a customer service person and ask them to send one. I asked her why they don't just SEND them out on the 4th order and she said they can't be expected to know when you need a PARI neb and its not their responsibility to follow when its the 4th Rx.... Hmmm.... Seems in today's day and age a computer could tell them when its a 4th refill, no?! And, if you offer it every 1st and 4th Rx and that is one of your incentive programs, WHY wouldn't you just send it?! Whether I NEED it at the 4th refill or not, if that is their program, that should be what they do. Duh. Anyway, I proceeded to tell her I hadn't recieved a neb for free since May even though I've filled pulmozyme and colistyn and should have gotten at least 2 more by now. She didn't offer to send me them. Just said next time I'll know to speak with a customer service rep. and order one. I thought this was mighty rude. I was telling her I needed the nebs and it was my mistake since I didn't know the procedure, and she didn't offer to compensate me in any way and was really snotty about the whole thing.
Oh well. Sorry to rant. I just wanted to know what anyone else who uses/used them thinks... at this point, I'm considering going to a local chain pharmacy that is more convenient, less confusing, and friendlier.
Thanks for any experiences you wish to share. Sorry this got so long!!!! <img src="i/expressions/face-icon-small-smile.gif" border="0">