Complaints

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

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  Prime Therapeutics LLC

  2900 Ames Crossing Rd Eagan, MN 55121-2498

• 

  Prime Therapeutics LLC

  PO Box 64812 Saint Paul, MN 55164-0812

• 

  Prime Therapeutics LLC

  3030 Lexington Ave Saint Paul, MN 55122

• 

  Prime Therapeutics LLC

  8400 Normandale Lake Blvd Suites 500-800 & 1000-1100 Minneapolis, MN 55437

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:06/04/2025

  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.

  I enrolled in the KabriCare program for my patient because my patient genuinely cannot afford the out-of-pocket cost for Tyenne. A medication that is life or death for someone who is experiencing symptoms of autoimmune issues, which his Blue silver select plan 1456A required him to start on, and now Prime therapeutics is pocketing the copayment card money and not utilizing this towards his OOP max. This is not just some discount, this is financial assistance based on income eligibility. The $1,000 copay assistance is being paid by the manufacturer, not the insurance company. So Florida Blue is not covering that portion, yet it's still being counted as part of the total cost of treatment. That money is going somewhere, just not from the patient directly. Their own policy says: We may not apply manufacturer assistance toward the deductible or out-of-pocket maximum, which clearly means you have discretion to do so, especially as Prime Therapeutics pharmacy benefit manager. Although I know this is a FL matter, I am pleading you to help me get in contact with a FL pharmacy benefit manager for prime therapeutics. I am requesting that you exercise that discretion in my patients case due to my documented financial hardship and the necessity of this drug. He is not abusing the system. He is trying to get life-saving medication without going bankrupt. If this were being paid by a charity or ****** it would count. Why penalize the patient because a pharmaceutical assistance program is the only help that we could find for him? Thank God for plans like Kabricare who offer this assistance (even only 1000$, which still requires him to spend $500 a month yet they will not count this towards OOP max?) but shame on the insurers who in return still penalize the patient. The patient is ****** ***** 4/16/1975. STOP DOING THIS TO PEOPLE!!!!

  Business Response

  Date: 06/04/2025

  This notification is in regard to the Better Business Bureau Complaint Case # ********. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to move forward without a signed and valid Authorization of Release of Information ***** from the member for **** *******. If provided with an *** granting **** ******* access to the member's PHI, we would be able to confirm the concern and provide a response.

• Initial Complaint

  Date:04/24/2025

  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.

  Prime Therapeutics/********** and Blue Shield of Nebraska are charging more money than they should regarding a medication, Propranolol HCL, and when questioned regarding the increase in price give different answers. When pushed further they claim that it is now being considered a preferred drug and is not a generic drug despite their published list of generic drugs saying otherwise. When asked a ********** Blue Shield representative said Prime determines these costs, there is nothing I can do and that theres no one who can be contacted at the company and that they don't speak with policy holders.

  Business Response

  Date: 04/29/2025

  We are unable to locate the member in our claim's system. Please provide additional member information or respond to the member to contact *************** with the number on the back of their insurance card. 

• Initial Complaint

  Date:04/21/2025

  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.

  I signed up for insurance thinking nothing was going to change and my company chose prime therapeutics as the prescription provider. I live above a bar and I'm a recovering alcoholic and prime therapeutics refuses to let me go to a pharmacy for my prescriptions and says I have to have them mail delivered even though no one told me that's what I was signing up for. So now to get my antidepressants I have to go into a bar being in recovery from alcoholism.

  Business Response

  Date: 04/22/2025

  We are unable to locate the member in our claim's system. Please provide additional member information or respond to the member to contact *************** with the number on the back of their insurance card. 

• Initial Complaint

  Date:01/30/2025

  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 recently switched to this provider for pharmacy coverage. This is the worst company I have ever interacted with in trying to fulfill my medications. I was told on Monday that a prescription I have always had filled at a normal CVS now has to be transferred out to Prime Specialty. I was only told this after I personally had to call *** to find out why I couldnt pick up my medication. I was told by the Prime representative that my prescription was being transferred on Monday, again when I had to call. No one contacted me for days. I received no communication that my prescription was unable to be filled. I was only able to find out because I decided to call them again on my own time. After being hung up on 3 different times over the course of an hour, Prime refused to fulfill my medication without an explanation as to why I need this medication from my doctor. Now, I am going to run out of my medication completely because Prime failed to communicate to me this arduous and lengthy process to get my medication. Had I known this was going to takes weeks to renew, I would have contacted them sooner. Now my health is at risk because Prime did not communicate with me in any way that my medication was not being fulfilled. This company is terrible and makes getting my medications 10x harder than my previous pharmacy coverage.

  Business Response

  Date: 01/30/2025

  We are unable to locate the member in our claim's system. Please provide additional member information or respond to the member to contact *************** with the number on the back of their insurance card. 

• Initial Complaint

  Date:12/03/2024

  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.

  I was diagnosed with insulin resistance and my doctor is concerned that it will become full-blown diabetes. My doctor prescribed me to ********* and Mounjaro for this issue. Prime Therapeutics is lying and saying that this medicine is for weight loss and so they will not cover it. It's disgusting and my health and well-being clearly does not matter to them.

  Business Response

  Date: 12/06/2024

  This notification is in regard to the Better Business Bureau Complaint Case # ********. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response. Please note, since your letter provided a copy of the member's correspondence and/or a description of the issue, we attempted to contact the complainant directly.
  On 12/4/2024, 12/5/24, and 12/6/24, we attempted to contact the complainant, but the calls were unsuccessful. In order to address the complainant concerns, they are encouraged to contact member services with the number provided on the back of their insurance card. 
  

• Initial Complaint

  Date:08/27/2024

  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.

  I recently went through a change of ownership with a pharmacy. I was re-contracting and signed ESI1000. This should include me in the preferred 90 day supply network. This month they kicked me out of that network. I have tried to email and call every day and no resposne. Attached are some of the following case numbers:PI-280102 PI-****** PI-****** PI-****** I am currently out of the network on ******** as well. I signed the papers and have not been reinstated. I would just like to know what needs to be done to get back in network and have an actual phone call.

  Business Response

  Date: 08/28/2024

  We are unable to locate the member in our claim's system. Please provide additional member information or respond to the member to contact *************** with the number on the back of their insurance card. 

  Customer Answer

  Date: 08/28/2024

   I am rejecting this response because:
  
  Please have Prime Therapetucis call me. My phone number is ************. I can provide them with more information with a phone call.

   

  Business Response

  Date: 08/29/2024

  This notification is in regard to the Better Business Bureau Complaint Case # ********. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response

• Initial Complaint

  Date:07/15/2024

  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 primary insurance through my employer I have secondary insurance through the state of NJ ******** because of a disability chronic illness and financial need. In January my employer changed my insurance to HBCBSNJ managed by Prime Therapeutics. I was told by Prime I would only be allowed to have my meds refilled at 90 day supplies. My secondary insurance ******** which allows me to afford my meds allows for only a 30 day refill at a time. After many calls over many months Prime promised a permanent override on my account to allow me to get only 30 days at a time in compliance and so I could use my ******** as a secondary insurance to cover the high copays of my medications. Then when I went to fill the first one for *********************************************************************** with the inability to pay my medication copays at their required 90 days without being able to access my ******** benefits. I will be left without medication without both my insurances and if I am forced to take 90 days at a time.

  Business Response

  Date: 07/16/2024

  This notification is in regard to the Better Business Bureau Complaint Case # *******. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response. Please note, since your letter provided a copy of the complainant's correspondence and/or a description of the issue, we were able to contact the complainant via phone to confirm their concerns.

  On July 16, 2024, we contacted the complainant who confirmed their concerns. We will be responding directly to the complainant to resolve their concerns. Should the complainant have any further questions, please have them contact member services with the number provided on the back of their insurance card. 

• Initial Complaint

  Date:07/07/2024

  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 unable to log into the prime therapeutics website to see my prescription drug costs and coverages. I am a new NC BSBC customer and I cannot check on on prescription tiers, costs, IN-NETWORK pharmacies and locations, etc. It's been more than a week that I've noticed that I get a System Error every time I try to access my health plan's coverage. I've called ********************** and I can get a little information from their agent, but it's not convenient. BSBC agents won't do anything. Do what you're paid for.

  Business Response

  Date: 07/08/2024

  This notification is in regard to the Better Business Bureau Complaint Case #*******. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response.

  Prime Therapeutics is not delegated to handle the complaint.Please note, since your letter provided a copy of the member's correspondence and/or a description of the issue, we have forwarded the complaint to the complainant's appropriate plan to address directly.

  Customer Answer

  Date: 07/08/2024

   I am rejecting this response because:  Hiding behind PHI and HIPPA as an excuse in their written response does not explain a lack of skill in maintaining their web site portal.  This is a boilerplate smoke screen that doesn't hold water.  They are literally paid as a pharmaceutical manager for ********** Blue Shield (BCBS) to provide a database of prescription benefits to BCBS subscribers.  You LITERALLY cannot LOGIN to the Prime Pharmaceutical (PP) web site to access benefit information.  The login credentials are supposed to be transferred via a single sign on protocol.  It's broken.  I did get a call from a PP rep who verified the error and said a ticket was assigned to fix the problem.  
  
  
  

  Business Response

  Date: 07/09/2024

  This notification is in regard to the Better Business Bureau Complaint Case #*******. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response. Please note, since your letter provided a copy of the complainant's correspondence and/or a description of the issue, we were able to contact the complainant via phone to confirm their concerns.
  
  On July 8, 2024, we contacted the complainant who confirmed their concerns. We will be responding directly to the complainant to resolve their concerns. Should the complainant have any further questions, please have them contact member services with the number provided on the back of their insurance card.

  Customer Answer

  Date: 07/10/2024

   I am rejecting this response because:  HIPPA has NOTHING to do with the fact that their web site does not work.  I was on the phone with NC BCBS yesterday for half an hour and there's nothing they can do.  As of this morning July 10, nothing has been accomplished on Prime Therapeutics' (PT) part.  Why not delete my currently registered PT account that doesn't work and manual recreate and test an account for me?  Literally 10 minutes to do.  It's now been at least a week.  
  
  
  

• Initial Complaint

  Date:03/27/2024

  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.

  Prime Therapeutics rejected the refill of a life saving medication. Prime agents would lie, hang up or provide false information to client, doctors, pharmacists, and ********** Blue Shield / Florida Blue agents. Prime agents refused on multiple occassions to provide a 5 day emergency refill for the life saving medication. When confronted with the severity of the consequences to missing dosages prime agents said "we have done what we can and you will have to wait" even when the consequence was explained to be death. Prime faxed forms to an incorrect fax number that they did not confirm was the specified doctor's ******* they also faxed incorrect forms further delaying the process to acquire the medication.

  Business Response

  Date: 04/01/2024

  This notification is in regard to the Better Business Bureau Complaint Case #*******.Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA),we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response.Please note, since your letter provided a copy of the complainant's correspondence and/or a description of the issue, we were able to contact the complainant via phone to confirm their concerns.

  
  On March 28, 2024, we contacted the complainant who confirmed their concerns. We will be responding directly to the complainant to resolve their concerns. Should the complainant have any further questions,please have them contact member services with the number provided on the back of their insurance card. 

  
  

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because:The business has not properly addressed the complaint through BBB or privately.  Still awaiting 2nd contact from business.
  
  
  

  Business Response

  Date: 04/04/2024

  This notification is in regard to the Better Business Bureau Complaint Case #case ******** Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA),we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response.Please note, since your letter provided a copy of the complainant's correspondence and/or a description of the issue, we were able to contact the complainant via phone to confirm their concerns.

  On March 28, 2024, we contacted the complainant who confirmed their concerns. We will be responding directly to the complainant to resolve their concerns. Should the complainant have any further questions,please have them contact member services with the number provided on the back of their insurance card. 

  Customer Answer

  Date: 04/04/2024

   I am rejecting this response because:
  
  The information discussed in this complaint currently does not violate HIPPA laws as it does not go into specifics.  As per the contact from the business, business did contact me on March 28th simply to inform me that they would be looking into it and nothing about resolution.  This is simply an attempt to get the complaint removed by citing non-existent violations.

  The business has yet to contact me about resolving the problem and it seems they're simply trying to suppress the complaint without addressing it properly.

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 unable to log into the prime therapeutics website to see my prescription drug costs and coverages. I used to be able to log in to estimate my costs however now I get a single sign on error and cannot log in or register. I have spoke to 8 different representatives and non have been able to help me. I have multiple ticket numbers and reference numbers where supervisors were suppose to contact me about my log in and none have ever reached out or contacted me.Here are the ticket numbers and incidence numbers:T20231114158731467 ****** INC2144686 I need this issue resolved and I need to be able to access my account for my medications and drug costs and coverages

  Business Response

  Date: 12/04/2023

  This notification is in regard to the Better Business Bureau Complaint Case # ********. Due to this concern addressing protected health information (PHI) and the protections of the **************** Portability and Accountability Act (HIPAA), we are unable to respond directly to you without a signed and valid Authorization of Release of Information ****** If provided with an *** granting you access to the complainant's PHI, we would be able to provide a response. Please note, since your letter provided a copy of the complainant's correspondence and/or a description of the issue, we were able to contact the complainant via phone to confirm their concerns.

  
  On November 29, 2023, we contacted the complainant who confirmed their concerns. We will be responding directly to the complainant to resolve their concerns. Should the complainant have any further questions, please have them contact member services with the number provided on the back of their insurance card. 

  Customer Answer

  Date: 12/13/2023

   I am rejecting this response because:
  Send me whatever form I need to sign to allow you to contact me, I do not see any forms attached to this complaint to sign