Complaints

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

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  WellDyneRx, LLC.

  500 Eagles Landing Dr Lakeland, FL 33810-2899

• 

  WellDyneRx

  7472 S Tucson Way STE 100 Centennial, CO 80112-3964

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:12/30/2024

  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.

  I enrolled in a new health insurance plan on 12/1/24 and Liviniti/******** became my new PBM. I called them on 12/16/24 to have active prescriptions transferred from my old home delivery pharmacy to ******** home delivery. The *** said she would look into and call me back.I heard nothing from them. on 12/30 I called Liviniti/******** again to follow up and this time the *** said she could see a ticket that said the previous *** tried to call me on 12/17/24 but was "unable to leave a message." I would like Liviniti to have the *** call me to get the prescriptions transferred, and I'd like Liviniti to speak with the *** or change their policies so that if they cannot reach a customer, they try to reach them again. I realize that **** are in the business of NOT paying for as many prescriptions as possible, but refusing to contact a customer after promising to do so is unacceptable. It's a new plan, for me, and I am already disappointed in their customer service.

  Business Response

  Date: 01/13/2025

  WellDyne acknowledges and apologizes for any inconvenience the patient has experienced. Our goal is to provide exceptional customer service to our patients and we did not meet that standard when providing outreach to this patient. Further efforts will be made in the future when we communicate with them.
  

  Our records indicate that six prescriptions were transferred from their previous pharmacy. Three of the prescriptions have been filled and shipped to the patient during the week of 1/6. The remaining prescriptions are currently being processed. We will have a member of our team reach out to assist with the process. 
  

  Please note that certain medications, including controlled substances, do not transfer. If there are additional or non-transferable medications,please have your doctor send a new 90-day prescription to *******************.  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22745502
  
  I am rejecting this response because:
  
  Three prescriptions arrived today - finally - but three more, sent to Liviniti by my physician on 1/6/2025, remain unfilled. Their response was dishonest: Liviniti has NOT had any *** contact me. At all. 
  
  And the extremely slow processing time is unacceptable. Poor service, dishonest response, no customer support communication at all
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/23/2025

  WellDyne made multiple attempts to contact the patient and left voicemails. On 1/17, the patient contacted our ************* team and was provided status of his remaining prescriptions. Both medications processed last week and delivered on Saturday, 1/18.

• Initial Complaint

  Date:12/28/2024

  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.

  ******** has ignored repeated requests for a detailed accounting statement for the last 3 1/2 months for my *******, an oral chemotherapy, for my leukemia. ********'s billing coordinator has provided detailed statements every month for the last several years. These statements are needed to file claims for cancer benefits which is not associated with my regular healthcare insurance. The benefits are based on the total cost of the ******* (the total amount from all parties paid to ********.) The billing coordinator sent an email stating she couldn't send statements anymore and directed my wife to call the main phone number to request the statements. My wife has called Welldyne 6 times spending ***** minutes with customer service reps. *** was put on hold then told a different excuse for each phone call why statements haven't been sent. *** asked to speak with a billing supervisor, then told the supervisor wasn't answering their call. I sent a 3-page certified letter over 2 weeks ago requesting these statements to be sent within 15 days. Attachment was included of a previous statement I received from the Welldyne billing coordinator, so ******** would know exactly what we needed.******** received the certified letter and mailed out a wrong document by regular mail the next day, with no cover letter. I feel this was intentional. The letter was explanatory in which statement was requested, in addition to providing ******** with a copy of a previous statement from the billing coordinator. Instead, ******** sent a document list of all recent medications filled, with no accounting information, and not for the dates requested. ******** is denying my cancer benefits by not providing these statements, which is my right to have. Our healthcare fund did not renew with them for 2025. This doesn't excuse ******** from providing these statements. ******** responds to other customer complaints on here, so it would be a first time if they acknowledge my complaint.

  Business Response

  Date: 01/14/2025

  ******** would like to apologize for any inconvenience the member may have experienced. In August 2024, our specialty pharmacy switched to a new processing platform. Unfortunately, the new system does not provide the same reporting capabilities as the previous platform.

  When requested, our ************* team sends out Explanation of Benefits (EOB) statements to patients. In our new system, it is not standard for secondary claims paid from copay cards to be included on the ***. To provide this information, our team combines multiple reports so the statement will appear differently than previous years.

  Our records show that an EOB was sent to the patient on 12/10/2024. The statement included what medications were sent during a specified period and any outstanding charges. The information on insurance payout was included in this report, but the secondary copay assistance payments were not. Upon further review, the medication in question was covered at 100% during the period requested, so there would be no copay assistance shown as it was not applied. 
  

  For any future statements the patient requests, we will ensure that this information is included on the EOB.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22740806
  
  I am rejecting this response because:

  The document Welldyne mailed to me on 12/10/24 was NOT an Explanatation of Benefits (***).  It was a list of recently filled prescriptions.  I only requested charges for the *******.  This document I received is the same information received on a basic prescription receipt that is with the medication when delivered.  It shows no total charges.  This document I received has billing errors which I pointed out in my certified letter.  The order dates for the ******* is the date when my wife calls to order the *******, it is processed while she is on the phone, and delivery date is scheduled.  My wife ordered my ******* on 10/28/2024 (I received it on 11/1/24 - see tracking information in your order history).  However, the claim history doesn't match previous order/claim histories. The claim shows as 11/29/24 and does not show that it's for 10/28/24.  There was no orders in November.  On the wrong document I received, it shows 10/28/24, the date ******* was ordered and listed only as "Capsule."  On 11/10/24, there is also an incorrect billing entry for the *******.  My wife inquired about this entry when she called a couple days before Thanksgiving to order my ******* refill.  She was first told by a customer service ***resentative that it was an automatic refill on hold. My wife told the *** that ******* has never been on an automatic refill as it's a specialty medication, an oral chemotherapy.  The *** reviewed the entry and told my wife that the last prescription sent to ******** for the 10/28/24 refill did not list refills, so ******** sent a request for refills but never heard back from the oncologist's office. This 11/10/24 incorrect billing entry was not a prescription order (it was a prescription request), and it shows on your online order history as 'Cancelled."   My wife had to call the oncologist office to request a new ******* prescription be sent to ******** with refills.  Even though the prescription was sent immediately to ********, processing was delayed as my wife called to inquire status and was told prescription was sent to ********, not Welldyne Specialty, so it may take a little time to transfer the prescription to Welldyne Specialty.  My wife called again on 12/2/24 to ask if the ******* prescription was transferred to Specialty.  The ***resentative ***lied that it had been received, processed the ******* while my wife was on the phone, and scheduled delivery date for 12/5/24, but weather delay caused shipment to be delivered on 12/6/24.  Why isn't there an order and claim history shown for 12/2/24?  Because it was hidden inside the incorrect 11/10/24 entry that was cancelled.  If you go into the 11/10/24 incorrect order history's tracking information, the December order tracking was placed here.

  On 9/12/24, my wife received an actual *** after she requested the ******* special statement on 9/6/24.  It listed other medications as well but it did show the plan paid $10,921.24.  I stated in my certified letter that if the old statement is no longer available and if this charge was the actual plan paid, then this statement would be fine.  My wife and I have ***eatedly told ******** on the phone and in my certified letter that the statements I have requested did not need to be itemized into what each party paid (including the copay assistance).  We have ***eatedly explained that my supplemental cancer benefits are based on the TOTAL COST OF *******, which what would be the $10,921.97 Welldyne showed on the 8/28/24 ******* ***.  Since no one within ********, such as a supervisor, would ever talk to my wife over the last few months, and was just given excuses by a customer service *** after they spoke with a supervisor or another employee within ********, or respond to my certified letter by phone call so this issue could be resolved, we could not clarify that the *** that I received was accurate for the plan paid amount of $10,921.97.  We would have been satisfied with this *** each month after my wife would call again asking for the statements.  

  The *** which we received on 9/12/24 for the 8/28/24 ******* is sufficient to fax my cancer claim.  Since this was after the billing coordinator told my wife that she had a new billing system and referred her to the main Welldyne phone number to request statements, then this *** was printed on your new computer system. I still need 9/25/24, 10/28/24 and 12/2/24.  These last two order dates need to be corrected in your billing system (correct the 11/29/24 entry to 10/28/24 and remove the 11/10/24 incorrect entry and show the 12/2/24 order.  There were NO orders for November.).  Mail all 3 of these ***'s with the corrected dates to me.  

  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/31/2025

  As mentioned previously, our EOB statements will not appear the same as they did in the past. This is due to updating our processing platform. Our EOBs that a patient requests will detail out all medications that were filled through insurance during a specified period of time. We are unable to list only specific medications.
  

  Our invoices will detail out all claims and how much was paid that were filled through mail order or specialty. Same as with our EOBs these statements can not detail only specific medications, it is run for a specified period of time and details all medications processed.
  

  It seems that the patient may have received an invoice instead of the requested EOB, so we will generate a new statement for the dates the patient listed in their rebuttal and mail to them the week of February 3. We apologize for the inconvenience. 

• Initial Complaint

  Date:12/27/2024

  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.

  ******** has made getting needed prescriptions nearly impossible. My doctor sent in two prescriptions for endometriosis. I just had a hysteroscopy and my doctor doesnt want my endometriosis to grow back. The first med, ******** decided it wasnt medically necessary because of my pain level (which there is no way they would know), and the fact I hadnt tried another specific med. I had to pay nearly $4000 to pay for it out of pocket. The second med was locked by the pharmacy. I asked that they cancel the medication because I must have it today due to my menstrual cycle timing, and my local pharmacy cant request insurance coverage stating the med had been filled on 12/24/24. I havent received this medication, and it hasnt been shipped by ********. This has to be some kind of insurance fraud. The first ******** service person said she would cancel the order and gave me a ticket number. I called back 2 hours later and was told it couldnt be cancelled. I was transferred to the pharmacist who said she couldnt help me. She sent me back to a 3rd ******** service person who put in an insurance override ticket, but said it would likely take ***** hours to be reviewed. It shouldnt be this hard to get a medication I truly need. ******** has been horrible to work with. I cant get a straight answer from anyone. I have multiple confirmation numbers Ive offered to the ******** service people, but they dont want them. I just want a way to get my medications in a timely manner.

  Business Response

  Date: 01/13/2025

  WellDyne acknowledges and apologizes for any inconvenience the patient may have experienced. We received a prior authorization request on 12/10/2024 for this patients medication. Upon review, it was determined that the patient did not meet all of the criteria outlined for coverage of this medication. To approve coverage of this medication for its intended use, the patient must have tried and failed a covered alternative for at least six months. If the patient feels this determination is incorrect, she and her physician can appeal the decision and submit with updated information.
  

  Please know that our goal is to ensure that every patient receives the most appropriate and effective treatment based on their individual needs.

• Initial Complaint

  Date:12/08/2024

  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.

  I have been diagnosed with hemifacial spasms and no other attempts to cure it have been successful. My quality of life and work are seriously effected by this and I need to have this procedure. Welldyn denied the medication without a legitimate explanation.

  Business Response

  Date: 12/17/2024

  ******** apologizes for any inconvenience this may have caused for the patient. We received the initial prior authorization (**) request for the patients medication and denied due to the drug being excluded on his formulary.
  

  Upon further review of the PA for the medication, it was determined that the patients medication is medically necessary for his condition and has since been approved for six months.
  

  A member of our pharmacy staff has outreached to the member to notify him of the approval and begin fulfillment through ****************************

• Initial Complaint

  Date:07/12/2024

  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.

  I had been receiving my M.S.Meds. thru HealthDyne Pharm. Now I'm unable to reach them and NEED my meds. refilled soon.

  Business Response

  Date: 07/26/2024

  HealthDyne would like to apologize for any inconvenience the patient experienced while trying to reorder her medications. Our records indicate that the patient called our ************* Team and was able to reach one of our advocates. During this call, our advocate advised the patient the medication had been shipped and estimated the date of delivery was 7/12. The order was confirmed as delivered on 7/15.
  

  For any future questions the patient may have for HealthDyne, she can call our dedicated team at **************.  

• Initial Complaint

  Date:06/10/2024

  Type:Product 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.

  My insurance provider contracted with Well Dyne to be my authorized prescription manager. After several follow *** on medications prescribed to me 6 days ago, and several follow *** with my doctors to resend them, Well **** continues to state that they have not received them. Today they said they had one out of 3 that were all sent collectively. If/when they do get all of the prescriptions, it will then take 2-3 days of processing and 5-7 days to mail them to me. There is no offer for faster local service. Well Dyne has spent over 3 hours on the phone with me in the past 6 days and I am still without word on my RXs. My doctors have provided proof that they have resent them 3 times. This company is holding the critical part of health care - the prescriptions - hostage. They are awful, do not seem to have any regulation, and are playing light and fast with people's lives. I am now trying to get my meds out of pocket at a local pharmacy even though I am paying for this "service". I even missed work today. I was dressed and ready to go when I followed up, then became so ***et with the back and forth that I just broke down.

  Customer Answer

  Date: 07/08/2024

  After the nightmare of dealing with ******** and moving all of my medications/prescriptions to a local pharmacy, they proceeded to send me medications WEEKS after they had been canceled and/or filled elsewhere. There was NO COMMUNICATION with me whatsoever. They had old RXs, that had been canceled by my doctor, but they filled them and shipped them to me anyway. Now they want me to pay for them. There is no way they will get a red dime from me.

  Whatever the BBB can do to assist me in this issue is very much appreciated. Thank you

  Customer Answer

  Date: 07/09/2024

  Date Sent: 7/8/2024 5:43:24 PM
  

  After the nightmare of dealing with WellDyne and moving all of my medications/prescriptions to a local pharmacy, they proceeded to send me medications WEEKS after they had been canceled and/or filled elsewhere. There was NO COMMUNICATION with me whatsoever. They had old RXs, that had been canceled by my doctor, but they filled them and shipped them to me anyway. Now they want me to pay for them. There is no way they will get a red dime from me.

  Whatever the BBB can do to assist me in this issue is very much appreciated. Thank you

  
  

  Business Response

  Date: 07/18/2024

  ******** apologizes for any inconvenience the member experienced while attempting to fill her medications. Our records indicate that the member was enrolled with our pharmacy on 6/5 and requested we transfer all medications from her previous pharmacy. Due to Washington state law, the other pharmacy was unable to transfer the prescriptions. On 6/7, we advised her to contact her doctor to submit new prescriptions.

  
  We received one prescription on 6/10 and were notified a nurse would be sending the remaining prescriptions that had not been received yet. During processing, two medications rejected as they did not meet the minimum supply requirement of 90 days set by the plan. We contacted the prescriber for updated prescriptions but only received one. Outreach was made to the member to advise her that we did not receive the second 90-day prescription from her prescriber. On 6/27, the order for the second medication was cancelled due to lack of response from the member.

  
  Since the member paid cash at a retail pharmacy for these medications we are unable to see the claims in our system. Therefore, since the member did not cancel the order and there were no insurance paid claims to reject the order for refill too soon, the prescription was filled and shipped.While the members plan does not have mandatory mail order, prescriptions must be filled through a network pharmacy. If filled outside the plans network, the member will pay 100% of the drug cost and it will not count toward their deductible or OOP. Reimbursement for these claims can be submitted though the Trust Office.

  
  Our records indicate that outreach was made to the member throughout the process. Her preferred method of communication is email, so we sent order notifications that way as well as phone calls. Our standard operation process is to fill and ship all prescriptions as written when we receive them. If a member does not want us to fill a prescription, they must notify us prior to the order being processed. We offer members options with how they want to receive prescription updates. At any time she can change her preference using the WellView Member Portal or asking a customer care advocate to update it.

• Initial Complaint

  Date:05/23/2024

  Type:Delivery 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.

  Put in mail order service on 5/10 for blood pressure medication. On 5/17 I get notified I was charged and status changed to waiting to be shipped. 5/23 status is still waiting to be shipped. I called asking what hold up and they sent an email to shipping. I mentioned I will run out in 3 days. I will get a phone call once it finally ships. A week in shipping for a mail order prescription service is not acceptable. Hopefully it ships before the holiday and I will not run out of my blood pressure medications. Time will tell.

  Business Response

  Date: 06/06/2024

  ******** would like to apologize for the delay in care the patient experienced. On 5/10/24 an order was initiated and incorrectly routed to an error queue that placed it on hold. The order was rerouted correctly for processing on 5/17/24.
  

  The patient called our customer care team for status updates on 5/23/24 and 5/24/24 and was told the order would be escalated. Our team fulfilled the order and shipped for overnight delivery on 5/24/24. Due to a shipping error, a replacement order was sent to the patient on 6/4/2024.
  

  To ensure all orders placed are handled in a timely manner, we have implemented new processes to actively monitor hold queues to help reduce processing time. Again, we apologize for the delay and appreciate the opportunity to better serve you on future orders.

  
  

• Initial Complaint

  Date:05/21/2024

  Type:Order 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.

  We have paid our premiums to Sound ***************** Trust for many years, there is no question of coverage, however they have consistently denied my approved benefit's, specifically my long acting Insulin for more than a month now. I am painfully aware that Trulicty is on a long term backorder, this was established 2+ weeks ago, accordingly Byjurian was approved - yes approved and authorized and pre-authorized and processed and paid for by me and yet Sound Health doesn't seem to believe it is responsible for me to have it..I am a diabetic 5 weeks recovering from quadruple open heart bypass surgery and this medication is crucial to my health. I know Welldyne is the pharmacy Sound Health requires, however we do not pay our premiums to Welldyne and as our Health trust they must be held responsible for the incompetence Welldyne has directed consistently to me, Simply put I need my medication and Sound Health must be responsible for making sure I get it

  Business Response

  Date: 06/03/2024

  WellDyne acknowledges and apologizes for the delay in care the patient experienced. The patient has an approved prior authorization (PA)for the prescribed medication but due to shortages the PA was updated to allow an acceptable alternative medication. Our records indicate there is a paid claim for a 90-day supply of the alternative medication from 5/16/2024.
  

  There are also two claims in our system for the long-acting insulin from 5/6 and 5/7.Both claims were rejected due to the specific brand being excluded from his plans coverage as other lower-cost alternatives are covered. The rejection message states the covered alternative and this should have been communicated to the patient by the pharmacy. A prescription for the covered alternative can be filled at a network pharmacy. If the patient has tried and failed the covered alternative, he may have his doctor submit a prior authorization request for coverage of the initial insulin. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21742716
  
  I am rejecting this response because: The  response does not address the absolute horrid service I was forced to endure at the hands of Welldyne. Further Welldyne has not responded to 3 separate communications through their website despite their memo that they would respond with in 2 business days.

  I do not want, nor will I accept a "scripted" response - Welldyne needs to act as a responsible business and recognize that they treated me horribly - and as best I can tell this is as good a service as Welldyne can obtain.

  What do I want - 1) an apology for dragging me through 5 weeks of pure nonsense while I was recovering from Quadruple Bypass Open Heart Surgery, 2) a dependable direct phone number to a Welldyne rep who is not only able, but required and directed to handle

  my RX requests honestly and  respectably, 3) that Welldyne will pursue an honest review of their horrible customer service and take immediate steps to make it better - but I'll bet money they won't do any of the 3..
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/14/2024

  At ********, our goal is to ensure that we have the processes and systems in place to provide the highest quality service to our patients. We recognize that your experience did not meet these expectations and we are truly sorry for that. The health and wellness of everyone that relies on ******** is of the utmost importance to us. Please know that we would never intentionally withhold a patients medication. 

  
  Due to the security of our patients protected health information, we are limited on the details that we can include in email. Due to the nature of the email, our member representative contacted him on 5/23 to discuss his needs.
  Our supply chain and procurement teams work with multiple wholesalers to source drugs for our pharmacies. The drug has been in short supply worldwide since June 2022, and according to *** *****, the drugs manufacturer, shortages are expected to continue through December 2024. We actively work with our wholesalers as available stock is constantly changing.

  
  The order for his medication was placed on May 14 and the prior authorization was updated on May 16 to allow an override for the alternative substitute. The next day, the order began processing and shipped on May 22. The order turnaround took about 6 business days (excluding the weekend)which does exceed our goal of 2-3 business days for processing.

  
  We apologize for the inconvenience of the order status being labeled Ready to Ship for too long in our member portal. We are aware of and actively fixing this issue. It is expected to be corrected in our next engineering sprint.
  Unfortunately, our phone systems do not allow direct numbers or extensions so we are unable to provide you with a dedicated representative phone number. When our research and resolution team supports escalations, they provide feedback and coaching opportunities to call center supervisors. In addition, our quality assurance team reviews calls regularly to identify additional training opportunities. While we expect you to receive better service going forward, if that is not the case, please ask to escalate to a supervisor. 

  
  To ensure all orders placed are handled in a timely manner, we have implemented new processes to actively monitor order queues to help reduce processing time.Again we apologize for the delay and appreciate the opportunity to better serve you on future orders.

  Customer Answer

  Date: 06/27/2024

  Given the continued derogatory service Welldyne has continued to subject its customers to there is no possible condition this can be closed.

  my complaints have not been addressed and will remain as current 

  Customer Answer

  Date: 07/01/2024

  Date Sent: 6/27/2024 2:28:24 PM
  

  Given the continued derogatory service Welldyne has continued to subject its customers to there is no possible condition this can be closed.

  my complaints have not been addressed and will remain as current 

  Business Response

  Date: 07/10/2024

  Again, we apologize for the unsatisfactory service that you received. We take all complaints and feedback seriously with all reports receiving thorough internal investigations. As previously communicated, we have addressed all of your service concerns and implemented new processes and agent training to improve service. Our previous response includes detailed actions we took to rectify your concerns. We expect a better experience going forward, but please escalate to a supervisor if that is not the case.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21742716
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/11/2024

  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.

  Unitedhealthcare FORCES me to fill/refill a script with WELLDYNE delivery in ******* (THOUSANDS of miles from my residence), who tries to FORCE me to use some online app for refills, OR, a robo-phone message states I have reached Specialty Pharmacy, which forces me to type in personal data, puts me on hold until a contracted phone-room flunkie picks up and says they can't access the info I was forced to enter, so I have to give a phone doofus all my private information AGAIN, to be informed they WON'T help me either, because they have to transfer me..... to SPECIALTY PHARMACY - WHERE I STARTED!! So, I wait for an additional HOUR, FORTY-ONE MINUTES on hold, when another contracted phone doofus finally picks up to state they will send a ticket - - - to specialty pharmacy!!!!!!!!!!!!!!!!!!!! The insurance office in ** refuses to help with a headquarters in **, and ** boards refuse to help because I don't live in their state!!!!!!!!!!

  Business Response

  Date: 04/23/2024

  WellDyne Specialty Pharmacy apologizes for our longer than normal wait times that the patient experienced while trying to fill her medication. On 4/7/24, the patient called the member services team and spoke with a representative. After confirming the patient was calling for a specialty medication, the representative advised the patient that the pharmacy was closed on Sundays but could assist with ordering a refill online. The patient declined as she prefers not to do anything online.
  
  A second call was received by the patient on 4/8/24. Again, the patient reached a representative from the member services team who explained they could help order her refill and that a care advocate would need to contact her for delivery set-up. The patient mentioned wanting to ask the pharmacist a question so the representative placed a request for the pharmacist to contact the patient. The refill request set up by the representative was placed on 4/10/24 and scheduled for delivery on 4/17/24.
  
  The patient called the specialty pharmacy on 4/11/24 and entered her account details before being transferred to a representative from the member services team.Unfortunately, the patients information was not visible to the representative and they had to reverify the patient before further assisting, leading to frustration for the patient. During this time, the representative explained that they would transfer the patient to the specialty pharmacy. The patient disconnected the call after stating she had already spoken to them.
  
  On 4/17/24,our pharmacist in charge (***) called the patient to answer her questions and concerns. The pharmacist confirmed the order was set for delivery on that day after she expressed frustrations with difficulty reaching the pharmacy. The *** has added a reminder to their calendar to check in with the patient ahead of her next order. 

• Initial Complaint

  Date:04/05/2024

  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.

  I am on a specialty medication and due to this companies negligent behavior I have been unable to fill my medication. It is nearly impossible to reach anyone or get responsive communication. On average I have waited more than 3 hours. The phone system and customer service is non existent/inadequate. I cannot complete my medication order and therefore have a risk to my life and health. No one should have to go through this company they are incompletely run. They need to provide more timely response and enable patients to get their medicine.

  Business Response

  Date: 04/17/2024

  On 4/4/24, the patient, who is new to WellDyne Specialty,contacted us to set up an online profile. The agent she spoke with was unable to assist her and transferred her call to our patient care team. During this time, our records indicate a 16-minute hold time, but it does not appear she reached the care team.
  WellDyne Specialty Pharmacy received a prescription for the patient on 4/5/24. Our pharmacy began the review for the medication and was unable to obtain her insurance information. An outbound call was made to the patient and a voicemail was left. The technician noted in her account that insurance information was needed when the patient called back. This same day,the patient called back and we were able to add the insurance information to her account for processing. Due to higher than expected call volumes, the patient did experience a longer than wait time to reach an advocate.
  Our pharmacy conducted a benefits investigation and the medication was rejected for prior authorization (PA). Outreach to the patients pharmacy benefit manager, Cerpass Rx, was made on 4/9/24 their agent advised that the patient would need to initiate the PA with the plan. A trial claim was run on 4/10/24 to determine if the PA was in place and the claim rejected. Our patient care team reached out to ******* for assistance. A member of our team made outreach to the patient on 04/10/24 to provide further assistance with the status of the authorization for their medication.