On Saturday, August 24, 2013, I, ******* **** ********, went to Walgreens Pharmacy to pick up a medication, Ortho Tri-Cyclen. Upon arriving at the Walgreens Pharmacy, and asking for the prescription, I was told by the Pharmacist, ***** that my prescription was closed out and that nothing could be done until the following week. However, I needed this prescription for Sunday August 25, 2013, and **** did could not explain to me why it was closed out, or what could be done about it. Thus, I took my prescription to the nearest CVS, on Hiatus Road and Pines Blvd in Pembroke Pines, FL. The Pharmacist there, ***** *********** stated that she would handle the situation for me. When she called Walgreens to have the prescription transferred, she was told that it was closed. She then proceeded to explain that my prescription had seven more refills until 2/16/14. Walgreens then proceeded to give her the information, and she then attempted to process the medication by calling my healthcare provider, CIGNA. CIGNA then told ***** that Walgreens had already billed for my prescription and if I wanted the medication, Walgreens had to return the amount dispersed to them. ***** then decided to call the Walgreens to inform them what was going, and to ask for them to reverse it. When **** picked up the phone, he listened to ***** and then stated that Walgreens did not bill for the prescription. He then asked her if she would hold and proceeded to place her on hold. Thirty minutes later, ***** was still on hold, without response from anyone. I then decided to show up to the Walgreens, but the pharmacy was closed and no one was present. I and the CVS pharmacist, ****** had been on hold for thirty minutes while the Walgreens Pharmacist packed up and left. Thus, I am claiming that not only did Walgreens commit fraud, and negligence, but they have provided me and CVS pharmacist ***** ********** disgraceful service!
Product_Or_Service: Ortho Tri-Cyclen
I would like for Walgreens Pharmacy to not only reimburse my healthcare provider for a medication I did not receive, but I also want something to be done about the healthcare fraud occurring at Walgreens, where employees are billing for medicine clients are not receiving!
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Pharmacy Supervisor for handling. The following information was provided as the resolution details.
Pharmacy Supervisor spoke with the customer. She explained she had already spoken with the store manager. I explained I was making a follow up call and wanted to ensure her situation was addressed. She explained that it had been addressed but by going to CVS. She stated that the pharmacist on duty had told her initially that she didn't have any refills on her prescriptions and it couldn't be filled because of that. She told him that it did have a refill.
She then went to CVS and the pharmacist contacted the insurance because they were getting a reject on their side and they were told that a refill had been processed at a Walgreens. The CVS pharmacist contacted our store and was still told that wasn't so.
In my research I found that the prescription had indeed been processed at Walgreens but it had been processed at store 4766, not XXXXX but the pharmacy staff apparently did not do a Central search in order to identify this. They only looked at the local store's database.
I explained this to the customer and apologized for the inconvenience and for the pharmacy not looking at the Central Database to identify that her prescription was ready for her at another location. I also asked her to consider coming back to us as we would hate to lose her as a customer. I asked her to think of all previous experiences she had had at our store and urged her to come back. She seemed agreeable to this by saying ok. She thanked me for calling her and hung up.
If you have any questions please do not hesitate to contact me.
Consumer Relations Specialist
**** **** **** Rd. *** ****
********* ** XXXXX
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement from ***** ** is correct. She did contact me to follow up on the incident. However, I will not be returning to Walgreens. During my conversation with *****, she stated "The store manager contacted you...". However, the store manager never contacted me. I sent an email to the store manager and it was neglected. I then had to show up to the Walgreens store in order for my situation to be handled. I do hope that further actions will be taken on Walgreens' part in order to assure that an incident like this one does not occur again. As of this point forward, I will be giving my business to CVS Pharmacy. I am not satisfied with how my local Walgreens handled this matter. Therefore, I have selected "No" to the question, "Do you accept the response from the business?" because, I feel nothing has been done to assure that an incident such as this one will not happen again.