Business Profile

Specialty Pharmacy

Walgreens Specialty Pharmacy

Headquarters

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Complaints

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

Customer Complaints Summary

44 total complaints in the last 3 years.
11 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:08/24/2023
Type:Delivery 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 am forced to use Alliance RX as a specialty pharmacy because of my BCN insurance plan. I have used them several times for home delivery of my medications. They do not deliver on time, or at all. They do not contact you when there is an issue with a delivery- they just dont send it. Additionally, they send your medication before telling you the cost. If you are enrolled in a copay assistance program, they do not coordinate properly with the company, and I have gotten a bill for thousands, even though I was told it would be $5. They are unhelpful, rude, and have even yelled at me when I try to fix the problem. They are disorganized and practice unethically.
I do not want to work with this pharmacy, and BCN should have more than one option for RX options.
Business Response
Date: 09/07/2023
The
patient contacted the Better Business Bureau regarding their experience with AllianceRx
Walgreens Pharmacy (ARxWP). The patient outlined multiple areas of concern and unsatisfactory service with the pharmacy.

ARxWP spoke with the patient regarding all of these concerns. After
reviewing the patients account in detail, the pharmacy was able to address each issue. The patient has been enrolled in a program that provides a specific point of contact to assist with any pharmacy related inquiry going forward. The patient was provided a dedicated phone number and email address and expressed satisfaction with the resolution
provided.

ARxWP strives to provide exceptional service while ensuring our patients receive the
medicine they need, to feel better and live well. Please know that we are
committed to exceeding expectations with all future interactions.
Customer Answer
Date: 09/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:06/01/2023
Type:Customer Service 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 am a US Military veteran with brain cancer, being treated by the Kansas City, Missouri, VA Medical Center.

I have been prescribed the PCV chemotherapy regimen in the hope of slowing down the progression of this disease. The “P” in PCV stands for “Procarbazine.” Despite having been invented and FDA approved decades ago, Procarbazine is only manufactured in the US by one drug company, Leadiant Biosciences, under the brand name “Matulane.” Additionally, AllianceRX/Walgreens Specialty Pharmacy has been granted a monopoly on the distribution of Matulane. This is the one and only pharmacy from which Matulane can be obtained, in the USA.

The problem is that Walgreens specialty pharmacy is dangerously incompetent. Each chemo cycle I have the torture of dealing with this inept, uncaring, and downright shameful excuse of a pharmacy.

Walgreens specialty pharmacy can’t seem to follow their own internal procedures for pre authorization of this drug. My VA oncologist always fills out the proper form (it’s available on Leadiant’s website for this drug: Matulane.com.) My oncologist always sends the form and prescription in a timely manner. Then the games inevitably begin.

Several times per chemo cycle, when I’m trying to obtain my chemotherapy medication, I have to call Walgreens and explain that yes, I’m a VA patient and yes, you will be paid for this medication by the VA. The VA covers this medication 100% and Walgreens has never not been paid by them. People who work here can’t figure out how to bill the VA, and my chemo has been late due to this, as it likely will be this time.

The sheer incompetence of this pharmacy is dangerous. They are playing with peoples’ lives by delaying chemo cycles and adding immense stress to an already life threatening situation.

Today was no different. I was hung up on by the first employee, and transferred to someone who clearly didn’t know what he was doing, and simply regurgitated the same garbage about how it’s the VA’s fault.
Business Response
Date: 06/07/2023
AllianceRx Walgreens Pharmacy (ARxWP) received a complaint due to the patient having experienced challenges filling their Specialty medication, which caused it to be delayed in shipping.
ARxWP researched these concerns and was able to address each opportunity as reported by the patient. ARxWP partnered with internal teams to address these areas of concern and ensure future processing is completed timely.
ARxWP has spoken to the patient directly and provided a direct point of contact if future concerns arise. This resolution was satisfactory to the patient.
Customer Answer
Date: 06/08/2023

Better Business Bureau:

In the interest of being reasonable and willing to find a solution, I am willing to tentatively accept Walgreens’ response. I would like to reserve the option to reopen this complaint, depending on how my next chemo prescription is handled. I absolutely stand by my assertions regarding this business, and we will see what happens. Thank you for your assistance.

Sincerely,

*** *******
Initial Complaint
Date:05/04/2023
Type:Billing 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.
AllianceRx is my mail order prescription provider. BCBS NM is my Medicare Prescription Insurer. Early April I ordered a prescription (Omeprazole 20 mg 2x day). On or about 4/23 I received the medication in the mail. All seemed good. I've used Alliance Rx for my maintenance prescriptions since January 2023 and they have unfailingly used BCBS NM.
Today, May 3rd, I was checking my credit card statement and saw a charge from Alliance Rx for $629.79. I called Alliance Rx and the woman I spoke with said that it is their policy to never ship prescriptions out that cost over $100 without calling the customer for authorization. In fact I've gone through their authorization process before with other prescriptions. I told her no one ever called me and she confirmed that the records did not show that anyone had called me. She also said that they had sent the claim in to BCBS NM. She said she would have a supervisor call me and that I could probably return the medicine even though it was opened and not in the original container.

I looked on the BCBS NM website and did not see the claim or even the prescription listed. So ergo Alliance Rx never submitted it to them, which I confirmed on the phone with BCBS NM. While speaking with BCBS NM, BCBS NM called Alliance Rx and someone at Alliance Rx came on the phone and said that I authorized them to send the prescription to me at retail instead of sending it through the insurance. I told them that they were lying, which they are. She in turn called me a liar. She said that their records showed that someone contacted me via phone. So suddenly now they have changed their tune.
I'm 70, a retired professional accountant, and certainly never received such a call. If someone asked me if I'd rather spend $630 or $12 on a prescription, does anyone really believe I would have agreed to pay $630? I have disputed this charge on my credit card and am filing a complaint with the State after filing this complaint with the BBB.
Business Response
Date: 05/18/2023
AllianceRx Walgreens Pharmacy researched the customer's concern and successfully resolved the issue. The pharmacy was able to complete the necessary steps to have the claim reprocessed through the insurance and refunded the customer $629.79. Our staff spoke with the customer on 5/4/2023 and 5/18/2023 to inform of the resolution.

AllianceRxWP strives to provide exceptional service while ensuring our patients receive the medicine they need, to feel better and live well. Please know that we are committed to exceeding expectations with all future interactions. Our customer service department is available 24 hours a day 7 days a week at 800-345-1985.

Thank you,
AllianceRx Walgreens Pharmacy
Customer Answer
Date: 05/19/2023
Issue is resolved.
Initial Complaint
Date:04/24/2023
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 am receiving chemotherapy drugs to treat Brain Cancer. AllianceRx has failed to fill my meds on time for every order. As the patient, I have had to follow up on the order and have the order rushed (overnighted) to my home. Now I made the order two weeks prior to the need. Tuesday before the need for med to come, I contacted them to assure meds were coming and was told they needed to confirm with Dr. and would let me know. Friday I didn’t hear from them, so I called and was told they didn’t hear from Dr and would not fill rx. I then called the Dr (at 5:00) and easily spoke with him. I called Alliance Monday and was told meds won’t come today. This impacts the effectiveness of these meds to effectively treat my Brain Cancer and can lead to a need for brain surgery that may not be successful, poorer overall health and functioning, and ultimately death. I am 34. The patient should not need to be doing all this work, especially when seriously ill.
Business Response
Date: 04/28/2023
The patient contacted the Better Business Bureau related to concerns of delays in receiving her orders from AllianceRx Walgreens Pharmacy (ARxWP).
An ARxWP representative contacted the patient directly to obtain specific information. ARxWP was able to research each example and provide follow-up details to the patient. This communication and follow-up was satisfactory to the patient.
ARxWP also provided the patient with a direct contact phone number and email address for future use if she encounters any issues. This resolution was satisfactory to the patient.
Initial Complaint
Date:02/23/2023
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.
when filling prescriptions that are speciality life saving rescue medicine they fail to process the insurance claim properly and then fail to work with copay assistance properly- it takes over a month to fill a prescription and multiple follow up calls. i have received bills in excess of 30k multiple times because they fail to process and follow up properly. i have had filed numerous complaints internally with them and they fail to do anything about it. their reps say things like “i don’t know why anyone hasn’t touched this in 3 weeks” or “looks like billing or the pharmacist lost the paperwork again”. these are life saving drugs that i need to survive and have the insurance and copay assistance to pay for but am required to work through this pharmacy because of my insurance. i have been having issues with them since i started using this medication in june of 22 - i need someone to take this seriously and help me reliably get my life saving medication on a regular basis without so much stress and without being charged 30k+.
Business Response
Date: 03/10/2023
The patient contacted the BBB regarding concerns with
receiving their medication in a timely manner, as well as billing issues dating
back to June of 2022.

Alliancerx Walgreen Pharmacy (ARxWP) researched the history
dating back to this time and found delays with order processing and obtaining
copay assistance overrides from the 3rd party assistance
program. Ultimately, ARxWP releases the
order without full payment, which results in outstanding bills mentioned by the
patient. ARxWP has been able to successfully
work with the assistance program to get coverage and resolve the outstanding
balances. The patient does have one
outstanding claim for a fill this year and ARxWP is actively working with the
assistance program to resolve.

ARxWP has reached out to the patient through phone, but have
not received a call back to discuss.
ARxWP has also emailed the patient these updates. Going forward, ARxWP has dedicated a direct
point of contact to help with any concerns.
Customer Answer
Date: 03/15/2023

Complaint: ********

I am rejecting this response because - while they have sent an email response and have reached out via phone - I have replied to email three times, provided available time for a call, and left messages requesting call back I have not heard from contact name provided.

Sincerely,

******** ********
Initial Complaint
Date:01/11/2023
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.
Made a complaint June 17th 2022 about issues with billing that were supposed to have been settled and taken care of per AllianceRx. Got another bill for the same amount and services that were supposed to have been dealt with 6 months ago.
Business Response
Date: 01/30/2023
The member filed a complaint with the BBB regarding the copay amount charged for an order that was delivered by AllianceRx Walgreens Pharmacy (ARxWP).
Upon researching the matter, ARxWP was able to identify the discrepancy and correct the charge to align with the communication provided to the member. ARxWP has reached out to the member to inform them of this correction and confirm their balance is $0, but have not been able to speak with them directly. ARxWP has left voicemails and will discuss with the member if they return the call.
Initial Complaint
Date:12/29/2022
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.
Alliance RX continually cancels the prescription order without giving any reason. They continually do not return phone calls. They continually keep you holding on the phone for more than 15 minutes. This is a 40,000 order. They keep me from keeping to my protocol regiment by not providing the chemo.
Business Response
Date: 01/06/2023
AllianceRx Walgreens Pharmacy (ARxWP) received a complaint from the member regarding concerns with the processing of his order.

ARxWP researched the concern and was able to resolve and ensure the order was received.

ARxWP contacted the member directly and was able to provide a satisfactory resolution with him. In addition, ARxWP assigned dedicated resources and provided the member with specific points of contact to ensure future orders are handled to his expectation.
Initial Complaint
Date:12/24/2022
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 was told by AllianceRX Speciality Pharmacy that my medication will be refilled on time for me to continue my next dose. Now my medication is sitting at a ***** Facility and I will not be receiving my medication for 5 days because the pharmacy did not do their part in making sure the order was submitted on time. I am halfway through my treatment for Hepatitis ** It is an 8 week treatment and now I am missing a week of medication halfway through my treatment. If the Hepatitis C disease is still present in my blood it will be because AllianceRX Pharmacy did not do their part in refilling my medication on time. I called a week in advance to make sure that everything was delivered to me on time.
Business Response
Date: 01/16/2023
AllianceRx Walgreens Pharmacy (ARxWP) received a complaint from the member regarding concerns with timing for receipt of his medication, including concerns with ***** as well.
ARxWP researched the matter and were unable to identify the specific delay referenced. The pharmacy made four outbound phone calls in an attempt to further discuss with the member. However, the voicemail indicates the mailbox is full so we are not able to leave a message. In addition, we sent emails to the address we have on his profile, but did not receive a response.
ARxWP will monitor his next orders to ensure they are filled and delivered as expected. In addition, we will partner with the member to discuss other options if needed, upon his call back or email response to us.
Initial Complaint
Date:12/08/2022
Type:Billing 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 take a specialty drug that I have had filled with AllianceRXWalgreensPrime for several years. I had BCBSNC Ins. I called in to refill my prescription April 2022. I advised that I had changed jobs and that I no longer had BCBSNC but now had BCBSAL. I gave them all of the new insurance information, secondary insurance information and they stated that my co-pay assistance card was already in their system. Any time that I have called in it is a recorded line and I have always been put on hold while they verified my insurance info before setting up my delivery date. This time was no different. I received my medication a few days later. In May I received a letter from BCBSNC stating that I had a bill for $5,664.98 due because of this prescription filled. I called the company and explained that I gave Alliance the new insurance info and was told Alliance would be contacted to make sure they billed correctly. I got a response back that the matter was resolved with Alliance. Then I received a statement from Alliance in Sept. for $7,******. I called and spoke with ****, Insurance Verification Team. She stated that a test claim was sent to BCBSNC on 4/1/22 and showed payable. I asked why it was sent to BCBSNC when I had advised the Rep that I now had BCBSAL. She stated she would send the issue up to a Billing Supervisor and Insurance Verification Supervisor. She responded the following week that the response was "they had no knowledge of an insurance change". When I talked with BCBSAL they stated that Alliance submitted the claim to them on 4/2/22 and they rejected it due to Alliance being a "non participating pharmacy". I have called trying to reconcile this issue multiple times and spoke with multiple people. The correct insurance company should have been tested for the claim when I called to refill. Even upon receiving the denial on 4/2/22, Alliance did not contact me to refuse the shipment or cancel it. I don't believe I owe $7, ****** and need this resolved.
Business Response
Date: 12/28/2022
The patient contacted the Better Business Bureau regarding their concerns related to a bill received for a prescription sent by AllianceRx Walgreens Pharmacy.

Our research identified the patient's prescription was billed to an insurance that showed active at the time of service and was later changed. The pharmacy is currently helping the member coordinate with the prior insurance and current insurance to have the prescription billed correctly. AllianceRx Walgreens Pharmacy has been in contact with the member and will continue to assist until a resolution is met.

AllianceRxWP strives to provide exceptional service while ensuring our patients receive the medicine they need to feel better and live well. Please know that we are committed to exceeding expectations with all future interactions. Our customer services department is available 24 hours a day 7 days a week at **************.
Customer Answer
Date: 01/04/2023
----- Forwarded message ---------
From: ******************************* <************************>
Date: Sat, Dec 31, 2022 at 11:22 PM
Subject: BBB complaint
To: <*****************************************>

Hi *****,

I have heard from Alliance RX Walgreens Prime. A contact with the company is researching the matter and is updating me on progress. A resolution has not occurred yet.

*******************************
Customer Answer
Date: 01/06/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Alliance RX Walgreens Prime has reached out to me to gain more information. The contact that is working on this case has kept me updated on what steps have been taken to try to resolve the issue however, it is still not resolved.
Business Response
Date: 01/17/2023
AllianceRx Walgreens Pharmacy (ARxWP) has been working with the members insurance companies to help resolve the concern related to the reprocessing of claims due to a change of insurance.
ARxWP has been in contact with the member as we awaited updates from the insurance companies. We were able to obtain all necessary approvals and resubmitted the claims as requested. All claims were processed as expected and the resolution is satisfactory to the member.
Initial Complaint
Date:11/21/2022
Type:Billing 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.
In sept 2021 I had an IUD provided by my doctor. They confirmed in advance that billing was done through their office and it should be fully covered by insurance. I received a bill from alliancerx Walgreens prime shortly after for the ********** in the *** of *******. After contacting my insurance and the doctors office they confirmed my responsibility was $0 and alliance Rx used the wrong billing code. I provided them this information and after calling back multiple times they finally corrected it when I received a corrected bill 2/25/2022 for $0 balance. I then started receiving bills again beginning in august of 2022 for the original amount of $*******. I also continue to receive these bills stating I am past due and will be turned over to collections and am now 120 days delinquent. After countless (over 15 calls) to this company with transfers to the same departments that are unable to assist, I asked if I could speak to the manager who could review my claim, or a complaints department. I was told to just disregard my bills, that I was unable to speak to anyone else higher up or file a complaint, and that their system needs to review my claim and there's nothing that can be done to resolve it. At this point I am almost done utilizing the initial IUD device and I still have yet to have this resolved. I would truly never use this company again and want for no one else to experience this. I'm debating never getting this service again by this provider given the trouble this caused. I simply want this to be resolved and not come back again with the same statement after an extended period of time and trust that it is done with. I do not believe it is acceptable to tell a consumer to just ignore delinquent bills and yet also not provide any means towards resolution when the consumer is engaged and looking to resolve the issue. For fear of this impacting my credit and no means towards assistance I am looking for this to be closed out.
Business Response
Date: 12/09/2022
The patient contacted the Better Business Bureau regarding a billing concern for a medication shipped from Alliancerx Walgreens Pharmacy.

AllianceRx Walgreens Pharmacy representative spoke with the patient regarding her concerns. The pharmacy was able to complete the necessary steps to have the claim reprocessed to the members satisfaction. The pharmacy has also provided the member with a ************ of contact if a future issues arise.

AllianceRxWP strives to provide exceptional service while ensuring our patients receive the medicine they need, to feel better and live well. Please know that we are committed to exceeding expectations with all future interactions. Our customer services department is available 24 hours a day 7 days a week at **************.

Thank *************************, AllianceRx Walgreens Pharmacy
Customer Answer
Date: 12/10/2022
I received three calls from the company so far indicating they would be looking into reprocessing my claim and believe the amount to be correctly at $0 once corrected. I have not yet received a corrected bill but they mentioned in 30 days they anticipate it to be corrected. I am awaiting further resolution and confirmation of the correction and documented updated statement.

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Walgreens Specialty Pharmacy is NOT a BBB Accredited Business.