ComplaintsforPrescription Hope Inc

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally contacted Prescription Hope on December 20th 2023 about getting my Relistor prescription filled because I could not afford thousands of dollars on it at the pharmacy. Was told I wouldn't be charged anything until I was approved but was immediately charged $60. After spending a month giving them multiple copies of all the different piles of paperwork they required I was finally told I was approved on Jan 19th and charged another $60. My prescription was due to arrive by Feb 16th and never came. I called to ask why and they said they would have to reach out to the company filling the prescription and get back to me. That the company does not give them a tracking number until after it was supposed to be there and didn't show. Never heard back a week later got something in the mail stating that I needed to send more copies of the same things that I've already sent them.

  Business response

  03/01/2024

  Looking through this individual's account, there were a few factors causing the medication shipment delay. 

  Factors involve the following:

  1 The individual's address changed during the processing of the medication.

  2. The company that supplies this medication rolled out a new procedure change on their end during the processing of the medication which requires more documentation from the individual.

  3. The individual had confusion on what type of insurance she had, which was disclosed after the enrollment process began.

  4, The individual currently has a past-due balance on their account.

  All of these items created a delay, which is still in process.  Prescription Hope is a service-based program.  We do not charge for the medications, we charge a service fee for each medication we process on behalf of the individual.

  If the individual would like to continue with the process, there is currently a past-due amount on their account that will need to be paid and we will need the additional information required by the pharmaceutical company who supplies the medication.

  If the individual no longer wishes to be in the program and stop all processing, we will honor the refund requested and close the account.

   

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 5, 2023, I contacted Prescription Hope asking for help because my Eliquis was becoming too expensive for me. I require blood thinners because I am Factor5. They told me that I needed to give them a $50 dollars deposit for the medication and when it got approved they would take the money out. I noticed they had taken the money right away, which made me suspicious. They sent me forms to fill out and my husband had just been laid off at his job. I called and asked if that just the information they needed. I was told by two different people, that I just needed to send my social security verification letter, and my husbands letter from unemployment, which I did. I got a letter about two weeks later saying I was approved. Then a few days later alter came saying I needed to verify more income. By this time, I was just fed up with them. I asked my doctor to switch me to Warfarin, which only cost me $1. I called them and told them I was changing medications and no longer needed their help. I asked for my $50 back and was told no. I was aggravated, but I wasnt going to fight for $50. Then on November 20, 2023, I got a letter from them saying my account was over due and going to collections. I called them immediately and the lady told me I owed them over $600 for the medicine they got for me. I was irate at that point. I told them that they approved me, then denied me, now they are saying they had medicine for me. She said I had to pay the $600 to get the approval. I flipped out, I told them to turn it in to the collection agency, because I would fight it and win. Then on November 22,2033, they took out two $50 withdrawals from my account that I did not authorize.

  Business response

  12/05/2023

  08/01/2023  Processing application.
  08/01/2023 Mailed patient and doctor for required documentation.
  08/03/2023 Contacted patient and doctor for required documentation.
  08/10/2023 Patient contacted us concerning required documentation.
  08/21/2023 Received a portion of the required documentation, not legible, sent new request for required documentation.
  08/25/2023 Mailed patient for required documentation.
  08/28/2023 Received a portion of the required documentation, called patient to remind of remaining required documentation.
  09/01/2023 Mailed patient for required documentation.
  09/06/2023 Mailed patient for required documentation.
  09/06/2023 Called patient for additional requirements set by the pharmaceutical company concerning patients individual circumstance.
  09/20/2023 Mailed patient for required documentation.
  9/28/2023 Mailed patient for required documentation.  Called patient, no answer.
  10/09/2023 Patient account past-due.
  10/10/2023 Mailed patient for required documentation.
  10/23/2023 Patient called to cancel account.
  10/23/2023 Patient account closed per request, spoke with the patient and they understood what the payments were for, a service fee.
  11/21/2023 Called patient and advised past-due amount was being waived.
  As of 12/05/2023 All money has been returned to patient, account was already closed and the collections was already stopped.  Nothing more can be done on this account.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a service for prescription hope in February a was charged ***** dollars, and again in June, July, and September for medication. I was told the medication was no.longer provided by their person on the phone in August a which time I requested the service canceled. If they can no longer service or help with a medication and have since stop offering assistance obtaining said medication. I should not be charged going forward and the service should be dropped a fee refunded. I also should not be charged for February since not assistance was provided until August. I will waive June, July, and August for 100 dollar refund and canceling my accounts. Sincerely, ***********************

  Business response

  09/19/2023

  - The patient applied to the Prescription Hope advocacy program in February 2023.
  - In February 2023, the patient contacted us to cancel their account.
  - In June 2023, the patient reapplied to the program.
  - In July 2023, the medication requested is no longer available, contacted patient for substitute medication.
  - In August 2023, we contacted patient as a follow up, patient advised understanding of the need for a substitute.
  - The account was closed and a refund of $200 was processed on 09-19-2023 and will take **** business days to be returned to the form of payment the patient has on file.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July, August and Sept of 2023 Paid for services to have my meds sent to me.Unable to ever get in touch and paid for the service for a few years now with no problem.I need my meds and I want my 3 months of $50 payments each month.

  Customer response

  09/11/2023

  ***BBB Has Received Additional Info From The Consumer***
  

   

  I have not heard from Prescription hope. They owe me meds and return of 3 months payment. ******

  Business response

  09/12/2023

  07/06/2023  Patient communicated with us concerning updated payment method that as processed unsuccessfully.  Patient was advised to contact their bank.
  07/07/2023  Patient payment succseefully processed and account processing continued.
  07/26/2023  Patient communicated with us concerning an address change.  Updated.
  07/26/2023  Later in the day, patient contacted us concerning possible cancelation of account.  We have attempted to reach patient on multiple occasions without success and account will be closed.
  The account was closed on 09/12/2023 and a refund of $150 was processed and will take **** business days to be returned to the form of payment the patient has on file, per patient request.

  Customer response

  09/12/2023

   
  Complaint: 20563326
  
  I am rejecting this response because:

  Prescription hope has not delivered my 3 month supply of Eliquis, which they owe me.

  I will be expecting the $150 soon to my account.
  
  Sincerely,
  
  ******************* *******

  Business response

  09/22/2023

  07/06/2023  Patient communicated with us concerning updated payment method that as processed unsuccessfully.  Patient was advised to contact their bank.
  07/07/2023  Patient payment succseefully processed and account processing continued.
  07/26/2023  Patient communicated with us concerning an address change.  Updated.
  07/26/2023  Later in the day, patient contacted us concerning possible cancelation of account.  We have attempted to reach patient on multiple occasions without success and account will be closed.
  The account was closed on 09/12/2023 and a refund of $150 was processed and will take **** business days to be returned to the form of payment the patient has on file, per patient request.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have received mail and phone calls about a past due balance on the Prescription Hope account. I have messaged the THREE times to cancel their service with NO RESPONSE. Other than the paperwork, they haven't really done much to help. I have gone through the **** NORDISK patient assistance program and my doctor myself, which is why I cancelled. This account needs to be wiped clean because I cancelled before the charges even generated.

  Business response

  08/31/2023

  12/21/2022 Patient enrolled in the Prescription Hope program.
  12/21/2022 Communicated with patient and provider concerning necessary items.
  12/28/2022 Communicated with patient concerning account.
  01/03/2023 Received a portion of the information necessary from the patient.
  01/06/2023 Communicated with patient and provider concerning necessary items.
  02/22/2023 Patient paid past-due balance.
  02/23/2023 Communicated with provider concerning necessary items.
  02/28/2023 Communicated with provider concerning necessary items.
  03/01/2023 Patient communicated with us concerning a change in her medication requirements.
  03/02/2023 Received a portion of necessary information from the provider, communicated with provider.
  03/06/2023 Patient communicated with us concerning a change in her medication requirements.
  03/21/2023 Patient communicated with us concerning account in general.
  05/01/2023 Patient communicated with us concerning a change in her medication requirements.
  05/10/2023 Received a portion of necessary information from the provider, communicated with provider.
  05/16/2023 Patient communicated with us concerning a change in her medication requirements.
  05/18/2023 Communicated with provider concerning a change in the patients medication requirements.
  05/22/2023 Patient communicated with us concerning a change in her medication requirements.
  05/24/2023 Received a portion of necessary information from the provider, communicated with provider.
  05/25/2023 Patient communicated with us concerning a change in her medication requirements.
  

  Although the account was worked in good faith per the terms of service, we have waived the past-due balance and closed this patients account at her request, effective 08/31/2023.

  Customer response

  08/31/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Supplied the company with all requested information I had available and they still wanted a document I didn't have access to. I tried calling them at 5AM PST to talk to someone, but the call just dies, doesn't even ring. I uploaded docs requested and faxed them several times. File a dispute for the initial charge of $50. They need to be shut down or at least give them a F rating. Can't believe with that *** complaints you rate them a B.

  Business response

  07/28/2023

  The patient applied to the Prescription Hope advocacy program on 06/26/2023
  The patient was charged their first $50 per medication monthly administrative service fee on 06/26/2023 as described in the Terms of Service attached.
  06/27/2023  sent requests for required information to patient and healthcare provider.
  07/06/2023  received a portion of the required information, contacted patient for remaining required information.
  07/10/2023  sent request to patient for remaining required information.
  07/14/2023 received a portion of the required information, contacted patient for remaining required information.
  07/19/2023 received a portion of the required information, contacted patient for remaining required information.
  07/21/2023  sent request to patient for remaining required information.
  07/25/2023  received a portion of the remaining required information.
  Attached is the Terms of Service the patient must agree to before becoming enrolled into the program.
  The account was closed and a refund of $50 was processed on 07-28-2023 and will take **** business days to be returned to the form of payment the patient has on file.

  Customer response

  07/31/2023

   
  Complaint: 20372042
  
  I am rejecting this response because: They never talked to me directly and their phone system is very bad and you just sit on hold. I never knew what document they still wanted, no explanation or examples of what was needed.

  I already disputed the charges, Im still upset since I had to pay $536 for my prescription.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a client of Prescription Hope for just over a year. When things work well, it is a great services. I had to change medications because the manufacturer no longer provided a Patient Assistance Program for my original medication. The manufacturer has denied the application for patient assistance twice (letters from the manufacturer attached). I have spent countless hours on the phone, on hold and with patient "advocates" since May to cancel the service and get a refund. In the meantime, I have been charged 2 monthly fees by Prescription Hope totalling $100 and I have not received any medication. I have been hung up on by them so many times I can't even count. I want $100 refunded to me and I want to cancel my account immediately.

  Business response

  07/28/2023

  The patient applied to the Prescription Hope advocacy program on 06/09/2022
  The patient was charged their first $50 per medication monthly administrative service fee on 06/09/2022 as described in the Terms of Service attached.
  06/10/2022  contacted patient and healthcare provider for required information.
  06/16/2022  contacted patient and healthcare provider for required information.
  06/23/2022  patient contacted us to follow up on account.
  06/27/2022  received a portion of the required documentation from the patient.
  06/28/2022  received additional required information from the patient.
  06/28/2022  contacted patient concerning remaining required information.
  06/30/2022  patient contacted us concerning remaining required information.
  09/08/2022  patient contacted us to pay a past-due amount to bring account up to date.
  04/05/2023  patient contacted us to close account.         
  04/18/2023  patient contacted us to reopen account.
  05/10/2023  patient contacted us to make payment.
  05/31/2023  contacted patient to clarify her income situation.
  06/12/2023  received additional required information for account.
  06/15/2023  patient contacted us to cancel account.
  06/15/2023  patient spoke with supervisor and decided to continue the process rather than cancel.
  07/17/2023  patient contacted us to cancel account.
  07/17/2023  account cancelled.
  Attached is the Terms of Service the patient must agree to before becoming enrolled into the program.
  The account was closed and a refund of $100 was processed on 07-17-2023 and will take **** business days to be returned to the form of payment the patient has on file.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May 11, 2023, my wife ******************************* informed me of a program called Prescription Hope that could help me get my very expensive prescriptions at a very discounted rate. However, what neither of us knew at the time was that the drug manufacture's offer these same assistance programs for FREE and do not charge the most sick and vulnerable in society $50.00 to do NOTHING for them. I have tried to cancel my services with Prescription Hope and they hang up on me or do not answer my phone calls. They have been extremely rude and I need outside assistance in dealing with them at this time. My wife was able to get her money back but we are in dire straits with our finances. Please help us.

  Business response

  06/30/2023

  - The patient applied to the Prescription Hope advocacy program on 05/10/2023 

  - The patient was charged their first $50 per medication monthly administrative service fee on 05/10/2023 as described in the Terms of Service attached.
  - 05/10/2023 - Mailed/faxed requests to patient and doctor.
  - 05/17/2023 -Contacted patient/doctor concerning account.
  - 06/05/2023 -Contacted patient/doctor concerning account.
  - 06/08/2023 -Contacted patient/doctor concerning account.

  - 06/21/2023 -Contacted patient/doctor concerning account.
  - 06/29/2023 - Contacted patient/doctor concerning account.

  - 06-29-2023 - Patient called in from our request and advised he did not want our services further.
  - Attached is the Terms of Service the patient must agree to before becoming enrolled into the program.
  - The account was closed and a refund of $50 was processed on 06-30-2023 and will take **** business days to be returned to the form of payment the patient has on file.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My family Dr told me about this business which helps qualified applicants receive prescription drugs free from some pharmaceutical companies. I was pre-qualified for 3 prescriptions and submitted the requested paperwork. Drs involved completed paperwork required and new prescriptions neededsubmitted immediately. I was asked to submit more financial recordsthen told the prequalified drugs were no longer being offered. Only 1 drug would now be offered to me as an alternative to one that that was previously approved (Eliquis approved to replace Xeralto) Meanwhile, $50 each month is being auto debit from my credit card for payment of servicing my account for each drug. I have now lost $100paid $10 in fax feesand waited 4 months with NO DRUGS. Still asking for more paperworkalways something else. Im very nervous of security of all the info I have sent. I really question this business and its practice. Im now told that because I have ******** part D that I dont qualify for this plan (as of 6/12/23)and I told ******* in the beginning that I had ******** Part D. STAY AWAY FROM THIS PLAN.

  Business response

  06/15/2023

  - The patient applied to the Prescription Hope advocacy program on 02/27/2023 - enrollment denied as we were unable to assist with initial medication requested.  Contacted patient concerning a substitute medication.
  - The patient was charged their first $50 per medication monthly administrative service fee on 03/14/2023 as described in the Terms of Service attached.
  - 03/14/2023 - Mailed/faxed requests to patient and doctor.
  - 03/30/2023 - Patient called to request to add another medication to her account.  Patient didn't qualify for this medication.

  - 04/06/2023 - Recevied a portion of the information requested from the patient.

  - 04/13/2023 - Patient contacted ** per our request, additional informaiton needed.

  - 04/20/2023 - Received additional infomraiton needed for the account.

  - 05/02/2023 - Patient called in to cancel account.

  - 05/11/2023 - Final contact was made with patient to confirm account cancellation.

  - 05/17/2023 - Patient account closed.
  - Attached is the Terms of Service the patient must agree to before becoming enrolled into the program.
  - A refund of $100 was processed on 06-15-2023 and will take **** business days to be returned to the form of payment the patient has on file.

  Customer response

  06/17/2023

   
  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.
  
  Sincerely,
  
  ****** Case

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Prescription hope was assisting with my medication. I been paying ***** a month and haven't received it. It has a tracking number and a delivery date but the doctor is starting her name was forge and the medicine didn't come to her office. Paper was sent back to the doctor and she replied. This company is calling wanting more money for medicine I didn't receive. I just want a refund and discontinued the services with this non profit agency.

  Business response

  06/15/2023

  - The patient applied to the Prescription Hope advocacy program on 03/30/2023
  - The patient was charged their first $50 per medication monthly administrative service fee on 03/30/2023 as described in the Terms of Service attached.
  - 03/30/2023 - Mailed/faxed requests to patient and doctor.

  - 04/04/2023 - called patient per contact form request, no answer.

  - 04/04/2023 - received patient information via secure portal.

  - 04/06/2023 - received patient informaiton via fax.

  - 04/12/2023 - contacted patient concerning the need for remaining documents.

  - 04/17/2023 - patient called to provided updated information.

  - 04/20/2023 - paitent called to provide updated information.

  - Attached is the Terms of Service the patient must agree to before becoming enrolled into the program.
  - Although all services were provided as outlined in the Terms of Service, and the patient received her medication as a direct result of our services, we will honor her refund and close her account.
  - A refund of $100 was processed on 06-15-2023 and will take **** business days to be returned to the form of payment the patient has on file.

  Customer response

  06/15/2023

   
  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.  Also, I do have a statement from my doctor that I didn't receive any medication from prescription hope and I don't appreciate them lying to satisfy.. nor did the doctor ****** received anything.
  
  Sincerely,
  
  ***************************.

*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. ↩