Business Profile

Specialty Pharmacy

AcariaHealth Pharmacy, Inc.

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Complaints

This profile includes complaints for AcariaHealth Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:01/20/2025
Type:Customer Service 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.
My insurance is Healthnet seniority plus which is owned by *******. Prescription was sent to acaria health after ******* approved it. I have waited over a month and have never gotten my med. I have called numerous times and each time I am given another story that yet delays the delivery. **************** is not responsive. All of this is stressful and impacts my other health conditions.
Business Response
Date: 01/20/2025
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide.While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or **********************************************
Business Response
Date: 01/20/2025
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide.While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or **********************************************
Initial Complaint
Date:01/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 have been put through the wringer with Acaria. Despite running test claims for a medication in which ********** supplied a prior auth for, Acaria cant get their act together. They dont have insurance info, they dont have a PA, they dont know why they didnt enter the prescription correctly (surprise, its wrong and claim wont go through) or any other excuse. Supervisors never call back when escalated. ********** calls and directs Acaria how to properly enter the dispense claim to match the successful test claim and the pharmacist continues to argue with everyone about how the prescription is written. It is a 48mg/6ml ONE syringe drug that lasts 180 days. The pharmacist continues to argue with everyone trying to enter it for 8mg/ml qty 6 and 1 day. If I dont have a very prompt resolution with medication in hand, my next complaint will be the attorney general ALL states in which Acaria operates as well as my home state. I will also be filing with the pharmacy board. Acaria is the most unorganized, rude customer service, outsourced help center and incompetent company *** ever been FORCED to work with. I will be petitioning the employer to drop this carve out. It isnt worth the savings unless the avoidance to care for customers is purposeful. Numerous care navigators have attempted to get Acaria to do their job and we are seeing the same problems as the other complaints here. Does someone need to die for Acaria to clean their act up? Many specialty meds are life sparing and this compay acts like its a hobby to dispense what they are paid to do.
Business Response
Date: 01/18/2025
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide.While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or **********************************************
Business Response
Date: 01/20/2025
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide.While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or ********************************************************.
Customer Answer
Date: 01/22/2025

Complaint: 22827455

I am rejecting this response because: while the business has reached out, I do not yet have a delivery (one is scheduled) in hand and have not received a dedicated *** from Acaria, and correction plan for future. It took a large measure of filing this complaint to gain attention for this issue to be recognized and addressed.
As there is necessary follow through on Acadias end to ensure the situation is completely resolved, I will need time before I can close the complaint, in addition to a ***ly on the asks above (*** and correction plan).

Sincerely,

******** ******
Customer Answer
Date: 01/27/2025
****** has delivered my medication and provided a dedicated contact for my account. Case can be closed. Thank you!
Initial Complaint
Date:01/03/2025
Type:Delivery 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 12/30/2024, I spoke with a pharmacy team member to schedule the delivery of a vital medication. My provider had changed my order from a 30 day to a 90 day prescription to allow me to have a 3 month supply into the new year as prescription coverage does not apply until $6500 deductible is met and I had met my deductible and out of pocket maximum for the year. I was advised that my responsibility would be $0 and stressed the importance of completing the order prior to the end of the year. I was assured the order was set and would be scheduled for a delivery date approximately 1/2 - 1/3. Today I received a phone call advising that they needed to schedule delivery. When I advised this was all completed on Monday 12/30, they stated they needed clarification of the dose so there was a delay and I now would have a patient responsibility of $6500 which needed paid prior to scheduling. The pharmacy staff stated the dose was questioned. When I spoke with my provider office, they stated the dose was verified on 12/20 and obviously not updated by the pharmacy during the call. The pharmacy is taking no responsibility and offered only to submit a complaint on my behalf, which does nothing to help me with my medication.
Business Response
Date: 01/04/2025
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and,when necessary, improve upon the services that we provide. While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or ********************************************************.
Initial Complaint
Date:12/03/2024
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.
Extreme delay in receiving medication and a delivery date. This is unacceptable given the medication is needed to treat hives. After jumping through hoops with insurance, the last place I expected to jump through additional hoops is with the pharmacy dispensing the medication. Clearly other complaints here show their ineptitude and they need to be investigated.
Business Response
Date: 12/04/2024
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide.While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or **********************************************
Initial Complaint
Date:11/13/2024
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.
On 10/21/24 a 1st prescription order was done with this company for a daily injection for my minor daughter. It was setup on a pre-approved basis with the ******************* I was assured it would not be as lengthy an issue in getting her next 11 refills. After atttempting to speak to someone about refill #1 I was informed it couldn't be refilled. The very lengthy initial conversation gave all insurance information as well as mailing from her endocriniologist all pertinent information (including prior approval). Now with the refill being refused my child will miss doses which causes the meds to be useless. It took speaking to 4 different people none of which spoke English to be hung up on, then dismissed at it isn't "their area". This business is poorly run at best.
Business Response
Date: 11/14/2024
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and,when necessary, improve upon the services that we provide. While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the review in an effort to resolve their concerns.
Initial Complaint
Date:08/29/2024
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 have been trying to get a new medication filled and they keep telling me that the insurance verification team is verifying my insurance. I called my insurance and everything is ok at their end. How can it take 9 days to get my medication!! I tried to escalate my problem and their "supervisor support" never answers the phone. They then ask ME to call back!!! This is absolutely unacceptable!
Business Response
Date: 08/30/2024
Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.
Customer Answer
Date: 09/10/2024

Complaint: 22216663

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 9/9/2024 8:27:44 PM
Acaria Health has never called or emailed me in regards to my complaint.

Sincerely,

***************************
Business Response
Date: 09/10/2024
The patients medication required prior authorization (PA). Referral notes indicate that the patient had been updated on the status for referral #*******. The referral was received on 8/20. The IV team first encountered a PA rejection on 8/23, and the patient was contacted regarding the status. The patient was also updated on the status on 8/26 and 8/27. A new prescription was received on 8/27 for a different dosage form for referral #*******.

On 8/28, the patient called the pharmacy to provide PA approval information;however, claims continued to be rejected for the PA. The IV department contacted the plan and confirmed that the approved PA was for a different dosage form than the prescription received. The PA was approved for the Pen,but the prescription on file was for the **** The patient was notified of this during the call, and forms were faxed to the *** to have the PA updated or to have the prescription changed on file.

The pharmacist's callback stage was initiated on 8/30 and cleared to Insurance Verification as a restart. Due to the holiday, the patients referral was not processed until 9/4. The medication was scheduled for delivery on 9/6. A general error was found in the IV department regarding the delay in research or appeal of the patients new prescription and existing approved PA.

The issue was resolved after the correct dosage forms were received on the prescription sent. A delay was noticed in the IV stage for the plan/benefit research. The medication was scheduled for delivery, and a resolution letter was sent to the patients address on file 9/4/2024.
Customer Answer
Date: 09/10/2024

Complaint: 22216663

I am rejecting this response because: They failed to add how had to call daily and sometimes twice. They continue to ask for items that were sent many mant times, including three way call from insurance confirming information. Excalation calls fell into dead ears. This prescription was handled poorly. It was initially processed on 08/20 and medication not received until 09/07 with a disregard as to the great need of this medication.

Sincerely,

***************************
Initial Complaint
Date:06/28/2024
Type:Customer Service 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 have dealt with Acaria Health for a while and I am not happy with their service at all. They are a terrible pharmacy who don't listen to their customers.Process of a Phone Call:I would get a monthly call from Acaria to set up my shipment of the Xolair medication that gets shipped to my allergy doctor. I would get to the process of approving the medication from my end. Then, they would call the doctor to make sure they approve the medication being sent to their ******. Once, they'd get approval from the doctor, they would inform me that it's been completed and give the date of when the shipment would be. My Complaint:I have informed Acaria that I have given verbal approval that they can automatically send the medication to the doctor without having to call me. They would have to call the doctor to get approval/accepting the medication. I tell them EVERY time that the doctor ****** is closed on Friday's and they NEED to call them Monday - Thursday. Acaria has entered that into the system and "made notes" stating that I give approval and about the doctor being closed on Friday. I have done this EIGHT TIMES and have NOT followed through.Now, I get multiple calls regarding me, "approving and getting my shipment ready to be delivered to the doctor's ******.". Each time, I go through the SAME motions and approve it again. I also make a point that the doctor is closed on Friday and when to call them. They don't listen. It gets to the point where they have to call the doctor's ****** to verify the address and accepting the medication.Due to their failure to listen, I have been out of medication for over TWO MONTHS. I suffer from really bad allergies and break out in rashes and hives on a continuous basis due to their stupidity. This medication helps alleviate them but since they're uncapable of doing it, I'm still suffering.NOTE: They called today and the same thing happened. (6/28/24) They called the doctor and they were CLOSED! THIS IS UNACCEPTABLE!!!!!!!!!
Business Response
Date: 07/01/2024
Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.
Initial Complaint
Date:06/21/2024
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 am a Rheumatoid Arthritis patient that takes a Humira injection biweekly since 2020. Every since the turn of the year to 2024, Acaria Health has had much difficulty processing my medication claims and copay assistance timely and accurately. I need this medication to prevent further joint damage and disability. I have no other choice but to use this company as a specialty pharmacy since this is contracted by my employer.Every month the representative get a denial stating "benefits exceeded and maximizer plan". I spoke to ****** and they said this benefits review was completed on 3/27/24 and that this pharmacy denial is a "standard message". All that needs to be done is someone from Abbvie, the drug company copay card assistance programs speaks to an insurance rep from Acaria Health and provides a new monthly PA number to solve the copay card issue. In health care there is no surprise that there is a run around about who calls who and what is needed. However, when EVERY MONTH I make the representative aware what needs to be done and they are determined the resolution is different and they keep pushing tasks to ***** time tables instead of just making the call and getting the correct information on the back end. As a patient, I should not have to call for weeks and get my medication delivered late every time when this should be NOTATED and the note can be READ by new representatives to only send my medication past due, when the resolution is there and they are not LISTENING to my explanation and ROUTINELY IGNORED when I am provided the same story and same resolution I have handled for 6 months. If I do not get my medication in time then I can have a flare up and more joint damage. 6 months of this run around is long enough. I have spoken to enough people at Acaria Health in which there should be a clear resolution to this situation that does not take hours of wasted wages on phones and late medication deliveries for my chronic autoimmune condition.
Business Response
Date: 06/24/2024
Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.
Customer Answer
Date: 06/29/2024

Complaint: 21883102

I am rejecting this response because:
Acaria health claimed they would call me for a resolution and they have not reached out. I also do not believe that even if they did reach out I would get more than a generic " This won't happen again." When it does, every month...

Sincerely,

***********************
Business Response
Date: 07/01/2024
The final resolution letter was just sent on 6/26/2024 for the patient to review by mail. Please see below the response.

Thank you for bringing your recent concerns to our attention about your numerous delays in orders and issues
with copay card processing.
We have completed our investigation and believe that your concerns are now resolved. We have added Critical
Notes to your account that display immediately to anyone accessing your account. These notes will clarify how to
process your copay card/orders (e.g., agents need call the *** help desk to resolve the maximizer plan issue). We
also added you to the White ***** program which consists of monitoring your account by a specific
team/representative and will follow up with you on your orders, etc.
If this issue has not yet been resolved to your satisfaction, please contact us by calling **************, We can also
be reached through mail or fax:
AcariaHealth
***************************************************
Or fax to **************
We sincerely apologize for failing to meet your expectations. We value your feedback and intend to take this
opportunity to further improve our practices. Please feel free to contact me directly with any additional questions
or concerns.
Customer Answer
Date: 07/16/2024
This unfortunately is still not resolved. I have called twice this month, Friday and just now, and there is still a copay card issue. I should not even be calling, I used to get a call every month timely to fill this script from Acaria. I call in and all the rep can say is they will put in a ticket. I am absolutely not going to call every day and be told BS and get a run around. How much longer can I do this with NO resolution?!!!!!
Customer Answer
Date: 07/16/2024

Complaint: 21883102

I am rejecting this response because:
This unfortunately is still not resolved. I have called twice this month, Friday and just now, and there is still a copay card issue. I should not even be calling, I used to get a call every month timely to fill this script from Acaria. I call in and all the rep can say is they will put in a ticket. I am absolutely not going to call every day and be told BS and get a run around. How much longer can I do this with NO resolution?!!!!!

Sincerely,

***********************
Business Response
Date: 07/25/2024
Thank you for bringing this matter to our attention. We take all customer concerns seriously and are currently reviewing the details of the complaint referenced above.

We are committed to resolving this issue and will provide an update as soon as our review is complete. We appreciate your patience and understanding during this process.
Initial Complaint
Date:04/26/2024
Type:Delivery 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 am supposed to receive a second dose of skyrizi (doses 0 week and 4 week) and I received the 0 week dose last month (March 26). I am supposed to receive the 4 week dose by today (April 26) they messed up the system and telling me I have to wait until late May. This is not acceptable. Nobody is in charge and nobody has an answer.
Business Response
Date: 04/29/2024
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide. While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or **********************************************
Initial Complaint
Date:04/23/2024
Type:Customer Service 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.
This pharmacy is awful, I visited my doctor 3/15/24 and today is 4/23/24 and my prescription was sent to this pharmacy within a week and I have yet to receive my prescription. I am literally calling everyday and they give me the runaround, one day they need to verify my address the next day they need to verify my dosage, then they say they cannot get ahold of my doctor, so I call my doctor and have them contact the pharmacy. Then another issue comes up, its just constantly a problem with these people. I have been dealing with this pharmacy for a little over a month now and have gotten no where. I spoke to a supervisor yesterday who reassured me my issue would be taken care of and she would call me back this morning. Yet its 5pm and no callback. I called them today, and still got nowhere with them. Everyone I speak to is foreign, which makes communicating even more difficult. They verify that they have the correct address, email address, and phone number on every call, yet they can never correspond with me and let me know what issue they are having. I literally have to call them daily and be on the phone for 20/25 minutes to get no where. Its so frustrating, I dont even know how this place is still in business.
Business Response
Date: 04/24/2024
Thank you for notifying us of this concern. It is only through feedback that we are able to maintain and, when necessary, improve upon the services that we provide. While we are unable to respond publicly due to health care information privacy laws, a member of our team will be reaching out to the submitter of the complaint in an effort to resolve their concerns. The submitter may also contact us directly at ************** or **********************************************

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AcariaHealth Pharmacy, Inc. is NOT a BBB Accredited Business.