Complaints

This profile includes complaints for Cencora's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cencora

  1 W 1st Ave Conshohocken, PA 19428-1800

• 

  Cencora

  227 Washington St Conshohocken, PA 19428-2086

• 

  Cencora

  1300 Morris Dr Chesterbrook, PA 19087-5559

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:06/18/2024

  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.

  On June 7, 2024, I received a letter from "Cencora, **** and its ********** affiliate partner[.]" I have never heard of this company, but clearly they heard of me, as they compromised my private medical information, "including potentially your first name, last name, address, date of birth, health diagnosis, and/or medications and prescriptions." I called the number in the letter on June 7 and asked who gave Cencora my information to start with, and specifically what information was compromised. The woman started reading from a pre-written script that had no relevance to my questions. I asked for details on the company's arbitration policy, and was told I would receive a call back within three business days. I was transferred to a company called "Experian IdentityWorks" where I am supposedly entitled to 24 months of a free membership as the only form of compensation for violating my privacy rights. When I told the man from this second company that I was transferred from Cencora and wanted to know what I was entitled to, he hung up. I never received the promised call back from Cencora, so I called them on June 18. After explaining that I never received the promised callback, the operator hung up on me. I called back, and the automated line said they could not take my call, so it seems my number is blocked. My health is now at risk as a direct result of this, since I no longer feel safe revealing private information to doctors. I need to know four things: 1. who gave Cencora my information, 2. specifically what information of mine was compromised, 3. what is Cencora's entire arbitration policy, including who is responsible for paying arbitration fees, and 4. why Cencora was able to notify the SEC of the breach on February 27, but waited over three months after that date to send a letter to victims.

  Business Response

  Date: 07/08/2024

  We write in response to the June 21, 2024, letter sent by the Better Business Bureau to Cencora, Inc.(Cencora) regarding Complaint ID ********.
  
  We apologize for the difficulties that the customer encountered with the call center, and we have shared his experiences with them.  We have responded to each of the customers questions in turn.
  
  ***** customers information was provided to ************** through its partnership with a pharmaceutical manufacturer. ************** managed a patient assistance program for that manufacturer, and the customer either inquired about or applied for a patient assistance program such as a co-pay assistance or reimbursement program that was associated with the medication he was prescribed.   When the customer submitted his inquiry or application, the information he provided came to ************** for the purposes of managing the patient assistance program.  ************** will reach out to the customer directly to provide additional details on the specific manufacturer involved.
  
  2.  As to this customer, the information impacted by the incident was his name, address, date of birth, and the fact that he was associated with a specific medication (as noted above).  No other information was impacted.
  
  3.  There is no arbitration policy that applies to this circumstance. 
  
  4.  Cencora notified the SEC of the incident itself shortly after it was discovered.  However,before any individual notices could be sent, Cencora had to determine whether any personal information was involved, and if so, whose personal information it was and which ********** partner was associated with that data.  ************** received permission from its partner to send notices on its behalf, and did so as expeditiously as possible.  

  Customer Answer

  Date: 07/09/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21867343
  
  I am rejecting this response because:
  

  Thank you for your response.  That is the first time I've been able to get any information whatsoever, so I do appreciate it, however, I am still not completely satisfied with the information I have.

  I appreciate your offer to contact me outside BBB messaging to tell me specifically what pharmaceutical manufacturer gave my details to you, but until that is actually done, I cannot **** this complaint as resolved.

  In regards to the arbitration policy, if there is no such policy, why was I told I would receive a call with that information within 3 business days of June 7th?  Also, even if there is no formal legal policy, can you tell me if you will cover arbitration fees if I open an arbitration case?  Most companies I deal with do have an arbitration clause in their customer agreement and most of them to cover such fees as long as the case is not deemed frivolous.

  I take issue with your statement that you could not tell victims at the same time you told the SEC because you didn't have all the details (what information was compromised, etc.).  Clearly, this is not true.  Nothing was stopping you from letting people know what happened to the extent you were aware of.  If you told the SEC, you could have told victims the same thing.  If you did not have all the details yet, say that.  Instead, you found shareholders to be a far greater concern than the people you compromised.  That is not acceptable.

  Finally, although I did not specifically request this information in my original complaint, I did mention that the associate from "Experian IdentityWorks" that your associate transferred me to, hung up on me before any information was provided.  Can you tell me what this company is?  What exactly am I being offered 24 months of?  As I asked your representative on June 7, but received no information, do I need to provide this company any personal details in order to utilize what I am entitled to?  (I will not be revealing any such information, particularly due to the nature of the issue itself).  Also, is this something I will be charged for at the end of the 24 months?

  Thank you.
  

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

  Business Response

  Date: 08/05/2024

  We write in response to the July 19,2024, follow-up correspondence sent by the Better Business Bureau to Cencora,Inc. (Cencora) regarding Complaint ID ********.  We understand that the customer has additional questions, which we address below.
  
  First,Cencora cannot provide personal information about the customer in this response given the ********************* notice that our response may be publicly posted on the BBB website.  As such, we sent an email to the customer on July 9, 2024, identifying the pharmaceutical manufacturer whose patient assistance program the customer was associated with.  The customer responded to that email on July 9, 2024.
  
  Second,as to the customers question about arbitration, there is no applicable provision requiring arbitration and, as such, there is no provision allowing for the payment of any related arbitration fees.
  
  Third,as indicated in the notice letter sent to the customer, ********************** learned on February 21, 2024, that data from its information systems had been exfiltrated, some of which could contain personal information. At that time, Cencora did not know specifically what information was involved and initiated an investigation. Through that investigation, Cencora was able to determine that some personal information was involved, and on April 10, 2024, we confirmed that some of this customers personal information was affected.
  
  Finally,the customer has inquired about Experian and the Experian IdentityWorks product.  Experian is one of three consumer credit reporting companies that operate in ******************  Cencora has engaged Experian to offer 24 months of free credit monitoring and remediation services to those impacted by this event, and those services are available through Experians product called Experian IdentityWorks.  The customer will not be charged for these services.  Complete details about what Experian IdentityWorks can offer and how to sign up are available through Experians website (************************************) or by calling the phone number listed in the customers notice letter *************).
  

• Initial Complaint

  Date:05/30/2024

  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.

  This company continues to send mail addressed to my late husband. I have called, written and emailed requesting to OPT-OUT OF ALL COMMUNICATIONS. All of my requests have been ignored. I am not, nor have I ever been a customer or client of this business. I am a senior citizen and I have rights!

  Business Response

  Date: 06/24/2024

  We write in response to the June 16, 2024 letter sent by the Better Business Bureau to Cencora, **** (Cencora) regarding Complaint ID ********.  We are sorry for Ms. *********** loss and sympathize with her request to opt-out of communications from Cencora directed to her late husband, *****************************.  Cencora confirms it will comply with Ms. ************ request to remove her late husbands name and address from Cencoras mailing list.  Cencora will not be sending any further communications directed to ***************************************** concerning the incident addressed in the letter already provided.  We apologize for the inconvenience to **************************.