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:08/28/2024

  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 pharmacy provider has double charged my account for a issue that DID NOT TAKE PLACE!! first i will state that i never authorized anyone to save or store my credit card info for deductions on future transactions. they provide a delivery service which i dont need and expressed that i did not want. i was told that its part of a policy practice, but upon my introduction to the company i went there and picked up my meds with no problems along with watching and waiting with others who did the same. all kinds of excuses where made by them the next month to try and justify their actions which basically amounted to them not wanting me to come onto their premises. i have been back up there several times to witness persons entering the building then resurfacing with their med packages. on july 29th i received a text stating my delivery was scheduled, date and time said for july 30th between 12;15-2;15.. on the 30th i received a updated time of 1;15-3;15. i received the text stating the driver would be there in 15m, he arrived at 2;25 and the delivery text says completed at 2;31. upon waiting for my scheduling this month i was told i had a outstanding balance of a $12 delivery fee because an attempt was made for a delivery on july 26th which they claim i missed which i did not. my account shows the pulling of the draft on the 27th of july, which further supports there was no delivery scheduled on services that HAVE NOT BEEN paid for. i was bullied into taking a second delivery charge for this months delivery or my much needed meds would have been held up by the company. AS I STATED, I DONT NEED NOR DO I WANT A DELIVERY SERVICE OR THE EXTRA CHARGE THAT COMES WITH IT!! I DONT APPRECIATE MY MEDS BEING IN JEOPARDY OF DELAY OVER FABRICATED REASONS OF DELIVERIES!!

  Business Response

  Date: 10/01/2024

  To Whom It May Concern,

  Regarding customer dispute complaint ID ********, ********************** operates as a delivery-only service, with applicable fees clearly communicated during customer onboarding. At that time, all service costs are explained in detail, and customers are required to provide a credit card for payment to ensure prompt and timely deliveries. It is also made clear that balances will be charged before delivery is made.
  

  Each month, customers receive delivery notifications via text to their provided phone numbers. The current notification reads:
  

  IMPORTANT MESSAGE from PMC Pharmacy
  FEES WILL BE ADDED FOR ALL MISSED DELIVERIES.
  Our team has started your delivery process. Please inform us of any delivery instructions that may impact the success of your delivery.
  

  At the time of the dispute, the message read as follows:
  

  IMPORTANT MSG from PMC
  We have started to plan your delivery. If a PMC driver is used, you will receive a text with delivery info. If you are unavailable within the next 1-2 business days, please let us know. *** tracking is available upon request. ADDITIONAL DELIVERY FEES WILL APPLY IF IT IS MISSED BY YOU.

  As demonstrated, it is clearly communicated that missed deliveries result in additional charges. *** makes every effort to ensure successful delivery, including sending texts, phone calls, and attempts to deliver to authorized family or friends. If redelivery is required, it incurs an additional charge.

  
  The customer indicated that a delivery attempt was made on Friday, 7/26/24, at 9:55 AM. This delivery attempt was confirmed in our records. However, contact with the customer was not reestablished until Monday,7/29/24, and redelivery was scheduled for Tuesday, 7/30/24. The fee for the missed delivery, as documented in our records, was applied to the customers account as previously explained. This charge was carried over to the following months billing, along with the current delivery charges, and was again explained when the customer inquired.

  
  **********************, a delivery-only service, granted an exception during a supply chain disruption, allowing some customers to pick up their orders. However, this was a temporary measure, and pick-up is no longer allowed due to safety concerns and staffing limitations. This has been communicated to customers who questioned the change, and pickup is not a standard option.

  
  PMC maintains its delivery policy to ensure on-time delivery and adequate inventory management. The policy allows *** to maintain sufficient supplies to meet customer demand.

  
  PMC is committed to providing high customer satisfaction while prioritizing safety, security, and staff well-being. Unfortunately, *** cannot accommodate the customer's request to opt out of delivery services. As there is no obligation for a customer to use **********************, it is understood that continuing service is voluntary.

  Customer Answer

  Date: 10/02/2024

  NOWHERE DID I ADMIT OR INDICATE ANY ACKNOWLEDGEMENTS OF A DELIVERY OR DELIVERY ATTEMPT BEING MADE OR ATTEMPTED TO ME BEING MADE ON 7-26-24!! THAT IS A LIE!! THE REAL SITUATION GOES AS FOLLOWS,, THEY ATTEMPTED TO MAKE A PAYMENT CHARGE FROM MY ACCOUNT ON FRIDAY 26TH. WITH MY CARDS BEING LOCKED, THEY WERE UNABLE TO DO SO. UPON SENDING OUT A TEXT(AS THEY HAVE DONE BEFORE) TELLING ME THEY WERENT ABLE TO PROCESS MY FEE I SHOULD CONTACT THEM(AS I USUALLY DO WHEN I SEE THE TEXT)WHEN I DIDNT RESPOND IN TIME ON FRIDAY THE 26TH BEFORE CLOSING THEY WHERE NOT ABLE TO PROCESS MY ORDER. AS PMC STATED IN THIS RESPONSE, THEY COLLECT FEES BEFORE THEY PROCESS ORDERS, SO THEY DID NOT PROCESS MY ORDER ON THE 26TH FOR IT TO COME OUT ON THE 26TH. AS PMC STATED IN THIS RESPONSE THEY SEND OUT A TEXT FIRST STATING WE ARE PROCESSING YOUR ORDER, THEN IT IS FOLLOWED WITH A "NEXT DAY" DELIVERY TIME RANGE WITH A 2 HOUR WINDOW, THAT IS AFTER PAYMENT IS RECIEVED.SINCE PMC DIDNT RECIEVE PAYMENT ON FRIDAY THE 26TH, THEY DID NOT PROCESS OR SEND OUT MY ORDER. WHEN I CONTACTED THEM MONDAY THE 29TH., I THEN UNLOCKED MY CARD AND THEY WERE ABLE TO CHARGE IT AND RECIEVE PAYMENT. THAT IS WHEN THEY SCHEDULED DELIVERY FOR THE 30TH..THEY HAVE NO RECORDS SHOWING PAYMENTS MADE BY ME ON THE 25TH OR 26TH,,,THEREFORE THEY DID NOT PROCESS MY ORDER. THEREFORE THEY DID NOT SCHEDULE A DELIVERY. THEREFORE NO DELIVERY WAS  ATTEMPTED OR MISSED BY ME ON THE 26TH.. THE ***** ARE RIGHT IN FRONT OF YOU WRITTEN IN PMC POLICY WORDS. THEY DIDNT PROCESS A ORDER ON THE 26TH BECAUSE THEY DID NOT RECIEVE PAYMENT. PAYMENT WAS MADE ON THE 29TH AND THE ORDER WAS PROCESS THEN FOR A 30TH DELIVERY. NOTE!! STARTED AND PROCESSED ORDERS MEAN PAYMENT HAS BEEN RECIEVED!! THANK YOU.

  Customer Answer

  Date: 10/03/2024

  [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: 22207416
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******* B ***** Jr
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/17/2024

  According to our transaction records, the July payment in question was processed on July 25th. If you need further information about this transaction, we can provide a copy of the receipt.
  
  The additional delivery fees were applied because an extra delivery attempt was necessary to complete the delivery. *** does not require confirmation of a delivery attempt if the customer does not respond to the notification messages. Follow-up from the customer is necessary to make any changes to the delivery plan. These text messages serve as a means of communication, informing customers that delivery planning is in progress and requesting any updates, such as the inability to receive the delivery, before dispatching our drivers.
  
  *** makes these efforts with the expectation that deliveries will be completed successfully to avoid any additional fees or costs for all parties. If a delivery cannot be completed, we will attempt a redelivery with the understanding that the customer will cover the associated delivery costs.
  
  We recognize that premium delivery service may not suit every customer's needs. However, *** remains committed to operating at the same high level of service under the established terms. Our goal is to provide on-time, premium delivery service and continue to deliver excellence for our customers.

  Customer Answer

  Date: 11/04/2024

  this complaint has not been resolved because i see no resolution authority or power in the bbb. at this point all ive seen from the bbb is a mediocre mediator position. factual proof was presented by myself and pmc policy which was totally disregarded by the bbb. so thanks for nothing. they are allowed to steal peoples monies and justify it with lies and have them accepted over facts that are present for the so called reviewers. applauds to you all.