Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/27 I called RX Helper and did sign up to join with them. I was promised my prescription for Oxempic would be filled by them and sent to my Doctor.I paid on 09/21 $60.00 to join and ***** as first month installment I paid on 10/23 ***** on second installment.I was *********** would take 2 week to fill this prescription. As of 11/27 I have received nothing and have made numerous calls to the RX Helper and so has my doctor. They ************** to look into this and call back. They do not call back.I would like a refund for this.

  Business Response

  Date: 12/07/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our patient advocacy services on September 19th, 2023,agreeing to our Terms of Service via voice recording and via electronic signature.  We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient.  As a courtesy to the patient, we did go outside of our Terms of Service and issue a full refund totaling $139.90. We consider this complaint to be closed and we do wish the patient the best and hope theyre able to find an alternate solution in obtaining their medication. 
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions. Our refund policy is even stated on the BBB as well for your convenience. (Bottom page of the BBB) "The RX Helper's refund policy is very specific in nature. Please visit the company's website at www.therxhelper.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  Date:10/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had questions about this company. They explained how wonderful they were and all of this, and sent me an application to fill out and sign. In the interim, I gave them my credit card for future payments after I sent the application in. I did not sign anything. Any kind of authorization form for them to use my card. They did use my card and I disputed it with my credit card company. They are extremely defensive and then hung up on me.

  Business Response

  Date: 11/03/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our patient advocacy services on October 23, 2023, agreeing to our Terms of Service via voice recording and via electronic signature. We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient. As a courtesy to the patient, we did go outside of our Terms of Service and issue a full refund totaling $109.95. We consider this complaint to be closed and we do wish the patient the best and hope theyre able to find an alternate solution in obtaining their medication.
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions. Our refund policy is even stated on the BBB as well for your convenience. (Bottom page of the BBB) "The RX Helper's refund policy is very specific in nature. Please visit the company's website at www.therxhelper.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However, if you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs. They are free programs available to those who meet the required qualifications. The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies. Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got charged $150 and never received anything in return. Waited over five months and never received any medication.

  Business Response

  Date: 07/05/2023

  Thank you for bringing this complaint to our attention. The patient was enrolled into our patient advocacy services on January 27, 2023, agreeing to our Terms of Service via writing, via electronic signature, and via voice recording.  We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient. As a courtesy to the patient, we did go outside of our Terms of Service and issued a refund of all service fees totaling $149.85. We consider this complaint to be closed and we do wish the patient the best and hope theyre able to find an alternate solution in obtaining their medication.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions. Our refund policy is even stated on the BBB as well for your convenience. (Bottom page of the BBB) "The RX Helper's refund policy is very specific in nature. Please visit the company's website at www.therxhelper.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/31/22 I contacted Rx Helper at **********************************************************************************************. **************. I was attempting to have them obtain a discount from Bristol ****** Squibb for my Eliquis prescription. They informed me it would cost me a sign-up fee of $60. In addition, I would be required to pay $40/mo through auto-pay. They mailed me an application to send to ******************** Squibb to request a discounted price. I completed the application and mailed it to Bristol ****** Squibb directly. I never sent a copy to Rx Helper. I was approved and received my meds directly from Bristol ****** Squibb. The customer service person from ******************** Squibb informed me they have no business transactions with Rx Helper and provide help to the public directly. I resubmitted an application for 2023 and was approved. I phoned Rx Helper and informed them that they provided no service to me from June 2022 until Feb. 2023 and wanted a refund of $320. I told them they could keep the initial $60. The person I spoke with from Rx Helper proceeded to argue with me and told me they got me approved for the Eliquis. As I stated, the manufacturer told me they have nothing to do with Rx Helper and do not conduct any business with them. Rx Helper claims they assist people who are uninsured or under insured. I told them I had full medical coverage and should never have been accepted to sign up under their program. I believe they are scamming people out of money who don't have enough to pay for their medications. They don't communicate with the pharmaceutical companies on behalf of the unsuspecting seniors who believe they're paying for a benefit. They pay out $540 in the first year alone and receive absolutely nothing from Rx Helper. I would like to see this scam pretending to be a legitimate business dissolved and my money refunde.

  Business Response

  Date: 02/14/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our services on April 31,2022, agreeing to our Terms of Service via Voice Recording, electronic signature, and handwritten signature.  Our Terms of Service includes but is not limited to our refund policy and the type of service that the patient is purchasing. We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient should they need a refresher to what they signed off on verbally and electronically.  Once the patient was enrolled into our services, we began working on their account immediately, including but not limited to phone calls, faxes, and the processing of paperwork to and from the patient and the doctor. Once the patient contacted our company to cancel services,we immediately stopped all payments on their account.  We do appreciate that the patient is requesting a refund, but our Terms of Service states that refunds are only due is the patient is denied assistance.  The patient was not denied assistance. As a courtesy we did issue a refund of the last monthly service fee in the amount of $39.95.  We do wish the patient the best.
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions. Our refund policy is even stated on the BBB as well for your convenience. (Bottom page of the BBB) "The RX Helper's refund policy is very specific in nature. Please visit the company's website at www.therxhelper.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with The Rx Helper, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, The Rx Helper will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by The Rx Helper must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.