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:11/10/2022

  Type:Sales and Advertising 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 battling back and forth with the returns team for months now regarding a return from last year. I returned more product than the threshold since the product was not received by the timelines specified in the agreement that I was provided. I run a company that does large vaccine clinics and had to source vaccine from another supplier due to not getting it in time for clinics that were scheduled based upon the shipping dates I was provided. I feel like I am a pretty good customer since this year alone I have ordered almost $300,000 worth of flu vaccines and I intend to order more as the season goes on. My account number is ********. I appreciate any help that you can provide in this matter.

  Business Response

  Date: 12/01/2022

  The complainant, VaxinateRx (*******************************) operates vaccine clinics that administer vaccines such as COVID and seasonal influenza vaccines. CSL Seqirus is a manufacturer of seasonal influenza vaccines. VaxinateRx purchases CSL Seqirus products through its membership in a group purchasing organization and via a contract where the parties negotiated all aspects of the sales/purchase relationship including, importantly, topics such as ordering process, delivery dates, and allowable returns. *********** complaint seems to make two main arguments. First it argues that its shipments were late. Second, it argues that it should be allowed to return product in excess of the return threshold set in the contract. Both points are incorrect, and the contract is clear on its face and unambiguous. VaxinateRxs complaint to the Better Business Bureau states that product was not received by the timelines specified in the agreement., this is incorrect. For orders received after April 15, the contract indicates that CSL Seqirus will attempt to meet requested delivery timelines, but clearly disclaims any obligation to deliver product by a specific date. Specifically, it states, In the event Seqirus does not deliver to the delivery destination the applicable Product doses on or before the applicable date set forth above, Seqirus shall not be deemed to have breached any of its obligations under the Agreement. Seqirus shall provide written noticeof its estimate of the new anticipated delivery date.... VaxinateRx made purchases in July, August and October, and well after the April 15th contractual deadline for guaranteed delivery dates. VaxinateRx placed the specific order in question on October 6th and the product was shipped on October 26th. There was no obligation or expectation, per the contract, to ship or receive the product by a certain date given the October purchase date of the product. The contract is clear on this point. VaxinateRx is also attempting to ****** credit for returned product above the defined contract threshold of 25% (of total product volume purchased). (See complaint, I returned more product than the threshold...). The contract very clearly sets an allowable return threshold of 25%, which VaxinateRx acknowledges. We have made attempts to accommodate the customer, albeit unsuccessfully, and we have several outstanding calls into VaxinateRx to try to reach an amicable resolution. We still feel there is a path forward for us and VaxinateRx to resolve the issue successfully, and we welcome VaxinateRx to return our calls and discuss the matter.

  Customer Answer

  Date: 12/01/2022

  
  Complaint: 18375890
  
  I am rejecting this response because:
  
  I have made multiple attempts to contact senior leadership and have not been put in touch with them. The two people that i spoke with ******************* and ************************* were unwilling to listen despite the emails that I provided including screenshots from their website with shipping dates. I have asked to be contacted by someone other than them since i felt as though i was bullied and treated very disrespectfully by them. I have included the screenshot from the website that was taken on 9/30/21 showing mid-October shipping as well as the email from their rep telling me that if the order was placed at the end of July the dates would still be honored. i am happy to forward the emails since they will not send int eh original format with the screenshots from the website

   

  Also sharing this one with a screenshot below of what your website listed for ship times on 9/30/21
  
  From: ******************************************* <*******************************************>
  Sent: Thursday, September 30, 2021 8:46 AM
  To: ******************************* <*******************>
  Cc: ********************************************************
  Subject: RE: Order Confirm Details - Seqirus Flu
  
  Thanks ****,
  
  I believe those timelines are still correct. It will depend on CBRE releases as well, which we have no control over. Afluria is the only one on the list that we know has been delayed.
  
  *******************************
  Customer Account Analyst
  ** Commercial Operations
  Seqirus A CSL Company
  25 ***************************************************************, ***
  Mobile ***************
  
  
  
  From: ******************************* <*******************>
  Sent: Thursday, September 30, 2021 7:37 AM
  To: *************************************/SMT <*******************************************>
  Cc: ****************************** **/SMT <********************************************************>
  Subject: [EXT] RE: Order Confirm Details - Seqirus Flu
  
  EXTERNAL: This email originated from outside of the organization. Do not click any links or open any attachments unless you trust the sender and know the content is safe.
  
  
  Thanks for your help. I really appreciate it. Im sorry to be a pain I just planned clinics based on the timelines that I was given. Do you know when the rest of my order will be shipping? There are still **** doses of Flucelvax that I dont see on the calendar.
  
  Also FYI. This is what is currently listed on the website when you go to place an order.

  
  
  Thanks
  
  ******************************* PharmD, RPh
  Email: *******************
  Cell: ************
  
  
  www.VaxinateRx.com
  
  
  
  From: ******************************************* <*******************************************>
  Sent: Wednesday, September 29, 2021 3:26 PM
  To: ******************************* <*******************>
  Cc: ********************************************************
  Subject: RE: Order Confirm Details - Seqirus Flu
  
  Hi ****,
  
  I am able to get **** doses of Afluria MDV to you. That should ship out today and be to you by tomorrow or Friday. I cannot swap out products or move allocations forward for the rest of your order.
  
  *******************************
  Customer Account Analyst
  ** Commercial Operations
  Seqirus A CSL Company
  25 ***************************************************************, ***
  Mobile ***************
  
  
  
  From: ******************************* <*******************>
  Sent: Wednesday, September 29, 2021 2:29 PM
  To: ******************************** **/SMT <*******************************************>
  Cc: ****************************** **/SMT <********************************************************>
  Subject: [EXT] Re: Order Confirm Details - Seqirus Flu
  
  EXTERNAL: This email originated from outside of the organization. Do not click any links or open any attachments unless you trust the sender and know the content is safe.
  
  
  Are their doses of any of your quad vaccines that I could get by the end of this week or early next week? I committed to clinic dates based on the promise of product availability that I was given by your company. Not having these vaccines puts my professional credibility and company reputation at stake and that is not right. 
  ******************************* PharmD, RPh
  Email: *******************
  Cell: ************
  
  www.VaxinateRx.com
  
  
  On Sep 29, 2021, at 2:13 PM, ******************************************* wrote:
  
  Hi ****,
  
  I understand that you were given a date of mid-september but we are not able to ship you the Afluria at this time. We may have allocation in mid-october. Please feel free to check back with us.
  
  *******************************
  Customer Account Analyst
  ** Commercial Operations
  Seqirus A CSL Company
  25 ***************************************************************, ***
  Mobile ***************
  
  <image003.jpg>
  
  From: ******************************* <*******************>
  Sent: Tuesday, September 28, 2021 2:58 PM
  To: *************************************/SMT <*******************************************>
  Subject: [EXT] RE: Order Confirm Details - Seqirus Flu
  
  EXTERNAL: This email originated from outside of the organization. Do not click any links or open any attachments unless you trust the sender and know the content is safe.
  
  
  Hi *********
  I dont see anything on the calendar for when the rest of my afluria will be shipping. I had ordered the afluria because it was giving a mid-September ship date. I would prefer the flucelvax MDVs if those are available sooner and are able to be shipped soon. Could you let me know when I can expect to get more doses? I have a few really big clinics starting Monday.Im available on my cell if thats easier too.
  
  Thanks
  
  ******************************* PharmD, RPh
  Email: *******************
  Cell: ************
  
  <image007.jpg>
  www.VaxinateRx.com
  
  

   From: ************************** <*******************************************************>
  Sent: Wednesday, July 21, 2021 10:03 AM
  To: ******************************* <*******************>
  Subject: RE: , set up your Seqirus account today.
  
  We may have a change in our shipping schedules next week.   If you want to start an order to ensure the current shipping schedule feel free to contact me.   You can always add to your order at a later time.
  
  
  *************************
  Inside Sales Specialist
  Syneos Health promoting on behalf of Seqirus *** Inc
  Seqirus Flu Vaccines 
  *******************************************************
  ***********************
  
  Pre-book your 2021-2022 flu vaccines at https://flu.seqirus.com
  
  
  This email and any attachments are confidential and may be subject to legal or other professional privilege. Any confidentiality or privilege is not waived or lost because this email has been sent to you by mistake. You should not read, copy, adapt, use or disclose them or their contents without authorization. Any personal information in this email must be handled in accordance with all applicable privacy laws.If you are not an intended recipient of the email, please disregard its contents, contact the sender at once by return email and then delete both messages. Seqirus A CSL Group company.
  
  
  
  From: ******************************* <*******************>
  Sent: Friday, July 16, 2021 7:55 PM
  To: ********************* <**********************************>;************************** <*******************************************************>
  Subject: [EXTERNAL] Re: , set up your Seqirus account today.
  
  
  Hi ***
  *** forwarded me your info because I am going to be doing the bulk of the vaccines at his pharmacy. Do you have some time to talk about the details of getting this account set up? 
  Thanks
  
  ******************************* PharmD, RPh
  Email: *******************
  Cell: ************
  
  www.VaxinateRx.com
  
  
  On Jul 16, 2021, at 3:38 PM,********************* <**********************************>wrote:
  
  
  
  *********************
  Pharmacy Manager
  ***************************
  ************************************************************ 01826
  P: ************ I F: ************
  
  From: SM_SeqirusNoReply
  Sent: Friday, July 16, 2021 3:34 PM
  To: **********************************
  Subject: , set up your Seqirus account today.
  
  Dear ,
  To create your account and place your initial order, visit flu.seqirus.com.This process should take less than 10 minutes to complete.
  Start by clicking on Create Account in the top right corner. From there, youll be prompted to provide some information about your organization:
  Purchasing contact information
  Billing contact information and address
  Payer contact information and address
  Shipping contact information and address
  License information
  GPO/PBG name and member ID # (optional)
  After reviewing your Account Summary, be sure to place your initial order.Once completed, your account verification process will be under way. You will receive an email confirmation once your account is verified, usually within 9 days at the most.
  In the meantime, you will have access via flu.seqirus.com to our full suite of flu360 resources to support your flu clinic,reimbursement, and vaccine management needs at every step throughout the flu season and beyond.
  Together, we've got flu covered.
  Of course, if you have any questions, you can always contact me directly at
  ******************************************* or email **************** at *************************************************************************.
  
  
  *****************************
  Vaccine Solutions Specialist
  *******************************************
  ***********************
  flu360 and WEVE GOT FLU COVERED are trademarks of Seqirus ** Limited or its affiliates.
  2020 Seqirus *** **** All rights reserved. September 2020 **/FLU360/0920/0066
  To unsubscribe from emails, click on the following link: Unsubscribe
  You may contact us with your opt-out request by telephone at ************ or by fax at ************. A failure to comply with an opt-out request within 30 days is unlawful.
  
  <Account Set-Up - 04646153.zip>

  
  Regards,
  
  *******************************

  Business Response

  Date: 12/12/2022

  It is unfortunate, VaccinateRx (*******************************), rejected our response as we had reached out and offered to reach an amicable solution. However, the customer was wanting escalation. We did make contact with the customer, via a more senior member of our team, and feel we now have a workable and agreeable path forward.

  Customer Answer

  Date: 12/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *******************************