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:11/16/2023

  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 been trying to get my prescription filled for well over a month. Nobody is helping when I call and my last encounter the agent i was talking with just eneded chat on me. I am just trying to get my script which has not changed or to find out what exactly is wrong.

  Business Response

  Date: 11/16/2023

  Good afternoon **************************, 

  I apologize that you had to contact the BBB in order to resolve an issue with our company.

  I see that you have 2 prescriptions on file with us and for HIPPA purposes, will refer to each of the prescriptions by the first 4 letters of the prescription name. 

  1. TRIM**: This rx was faxed to us on 11/2/2023 at 1:20pm. The Rx was missing dosing instructions. 

  - We called the office on 11/9/2023

   - we emailed the office on 11/9/2023 

  - We called the office again on 11/14/2023 and obtained the clarification @1:17 PM

  - We took payment for the order on 11/14/2023 @ 2:16 PM and sent it to the pharmacy to be filled/shipped. 

  - The package was picked up by ***** on 11/14/2023 @ 05:42 PM

  - The package now reads "ready for recipient pickup" on the ***** tracking site as of 11/16/2023 @ 9:23 AM. 

   

  The order was shipped to ******************************************************************** 

   

  I am going to have *********************, your member service coordinator call you now to make sure you are all set and help resolve any issues with delivery that you may currently be experiencing. 

  If you'd like to speak with a supervisor, I encourage you to call us at ************** and choose option 1 and ask for Supervisor "Areyda" to resolve this. 

  THank you,

• Initial Complaint

  Date:02/21/2023

  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.

  This business has overcharged me for specialty pharmacy prescription drug services (under the business names ***** and PharmaLabs) which I did not request and may be commiting fraudulent business practices with its customers. The Company does not appear to be listed with the BBB and shows multiple different locations in the Tamba ********. I have cancelled my credit card due to their nefarious activities after the Company informed me that they had refunded my $210 payment on 1/21/2023 but then no credit has appeared a month and another charge of $105 appeared on 2/19/2023. I want this issue resolved by the business. The complaint number ******** may identify the wrong business as I located the ** pharmacy license with the the ***********.

  Business Response

  Date: 02/28/2023

  Case #********
  External
  Inbox
  
  ************************* <*****************>
  Attachments
  3:54 PM (15 minutes ago)
  to me
  
  Good Afternoon,
  
  Here are the details concerning this case;
  
   - Customer enrolled in an automatic refill plan on our website on 10/12/2022 at 2:58 PM
   - Customer received an email on 12/9/2022 6:31 AM that his upcoming automatic refill would be shipped on 12/12/2022 
   - Customer did not call or sign into the portal to stop his automatic shipment so on 12/12/2022 his shipment went out 
   - Customer subsequently disputed the charge for the 12/12/2022 fill on 1/13/2023. We received a dispute notification that the cardholders account was credited as a result of the chargeback. (We did not call him to recollect funds nor did he return the shipment to us.)  
   - Our company, in error, did NOT cancel his next automatic shipment, and sent him another order on 2/13/2022. 
   - Customer called in on 2/15/2023 understandably upset and we immediately refunded his card. (We did not request a return of the shipment) 
   - At this point, no further refunds are due on our end to this customer. He has blocked our number so we are unable to contact him and leave a voicemail. We sent him an email this afternoon describing the events and asked him to please call us with any further questions or concerns. 
  
  I have attached a copy of the dispute that was filed which we accepted.
  
  Please let me know if you need any additional information concerning this case.
  
  Thank You,
  
  *************************
  Controller
  Pharmalabs LLC
  10901 ************************* #****C
  **************, **  33716
  ******************
  
   One attachment
      Scanned by Gmail
  

  
  

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19440442
  
  I am rejecting this response because:

  The response included misstatements of fact by the PharmaLabs Controller that could have been easily verified by her within the ***** business organization.  I will accept their response if the person modifies her response and with an apology from the person who wrote this inaccurate response for the inconvenience created.  I would be happy to send their product back if they provide postage paid envelope.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/06/2023

  Hello Mr ********, 

  We apologize that our team made an error by not cancelling your fulfillment services and inappropriately charging your credit card. We trust that all funds have been returned at this time and that this error has been corrected. 

  Thank you,