Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/22/2024

  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 reached out to have a prescription transfer from one pharmacy to Pro Act pharmacy which they explained that they can do, however was met with resistance because their pharmacist did not want to contact the pharmacist that held my script. I ask to speak with supervisor who stated to me that it could be done but they do not like to do that. How is this possible for pharmacies to not want to do their job. The supervisor was very unprofessional and condescending to me and I had to say to him not argue with me when I’m asking for a service that per them is available to the patient/consumer. When ask for information to email/contact Pro Act cooperate office the supervisor refused to give me this information and once again I was denied service.

  Business Response

  Date: 02/05/2024

  Proact
  Pharmacy Services sincerely apologies for any inconvenience or frustrations
  this situation may have caused you. We have reviewed your concerns and the
  details of the data surrounding the phone call.
  On 1/22/2024 you placed a phone
  call into our help desk and at that time, we let you know that the prescription
  you were on was excluded from coverage. We also let you know that there was not
  a generic for that medication. We asked that you have a conversation with your doctor
  to see what the best alternatives would be for you. The names of different
  alternatives that are covered based on your plan were given. Once you spoke
  with your doctor, he could send in a new prescription for you to our pharmacy
  and we would be able to process it.
  At that time, you were given
  instructions on how your doctor could go about sending in a new prescription
  for you.
  Your doctor’s office did call in
  to our help desk to see what was covered on 1/29/2024. They stated they would
  need to speak to you before they are able to call in a new prescription to us. Currently,
  we do not have a new prescription from the doctor’s office.
  We again apologize for any inconvenience and hope that we
  will have the opportunity to regain your confidence in ProAct. We are 100%
  committed to provide the best customer service possible. If you wish to discuss
  this further, please reach out to our help desk at ***************

• Initial Complaint

  Date:01/11/2024

  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.

  This mail order pharmacy continually fails to refill prescriptions in a timely manner causing myself as well as my wife to go days and longer without required medications. I have complained to the company several times and they continue to allow us to run out of needed medicine.

  Business Response

  Date: 01/24/2024

  Proact Pharmacy Services sincerely apologies for any
  inconvenience or frustrations this situation may have caused you. We have
  reviewed your concerns and the details of the data surrounding the fills that
  were processed the last six months for both you and your wife. After pulling the average processing time for the 27
  prescriptions that were shipped from July to present for your wife, it was
  found that the average turnaround time was 8.04 days. Our standard processing
  time is 7-10 days from the time the prescription is received to the time that
  it is delivered. The 8.04 days encompasses all your wife’s prescriptions that
  processed through with no issues, required intervention, prescriptions that had
  supply chain issues with the medication, and weekends. There were also 5 requests for refill renewals that were sent
  to the provider and either denied or no response was given. Due to this, there
  was a delay in Proact receiving the new prescriptions and we processed them
  according to protocol once we received them.There were six prescriptions processed for yourself between
  July and the present. The average turnaround time was 7.8 days. There was a
  significant delay with one of your prescriptions in December, due to a
  rejection with the insurance that needed to be reviewed. We strive to provide
  customer service that exceeds your expectations, and we will continue to
  investigate the reasoning behind this significant delay. As a reminder, through the insurance, you can place prescriptions
  into processing approximately 3 weeks early (21 days) on a 90-day supply. This will
  allow for any possible delays that might occur due to prescription/patient clarification
  on medication, payment concerns, or supply issues. We also offer an automatic
  refill program, that will fill the prescription automatically when 15% of the previous
  fill remains. We again apologize for any inconvenience and hope that we
  will have the opportunity to regain your confidence in ProAct. We are 100%
  committed to provide the best customer service possible. If you have any other
  questions or concerns, please reach out to our help desk at ###-###-####.

• Initial Complaint

  Date:01/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  A prescription savings card for ***** was given to ProAct in June of 2022. Come to find out, it was valid to be applied to my prescription but never was... Instead of paying $45 for a prescription 6 times, we were charged and paid $90 each time. The issue just got resolved on the first refill of 2024 and re-billed but the company says they cannot do anything to refund us the $270 we overpaid on an error THEY DID… On top of that, I called 1/2/24 and was supposed to be given a call back regarding this issue and never got one, however when I initiated a call and spoke with someone today (1/6/24), they said a note stating the money could not be refunded was entered into their system the same day (1/2/24). So my only conclusion is they didn’t want to call me back and have to deal with the fact they have $270 of ours that never should’ve been charged to us! So this was their screw-up, and we have literally paid hundreds of dollars over what we were supposed to because of it and they refuse to remedy it. On top of that, their website is terrible, takes minutes to load, if it even loads at all, and it doesn’t even list my complete order history to provide you with proof aside from these attachments I pulled from our credit card!

  Business Response

  Date: 01/18/2024

  Proact Pharmacy Services sincerely apologies for any
  inconvenience or frustrations this situation may have caused you. We have
  reviewed your concerns and the details of the data surrounding the fills that
  were processed from June 2022 through the present for the specific medication mentioned.We can confirm on 6/20/2022 there was a coupon added for your
  brand medication. We have documentation on 6/21/2022 that you were informed by
  a customer service representative that the coupon card was unable to be applied
  and the copay was going to be $90.00.

  When the next refill was placed into processing via the
  automatic refill system, it defaults to the method in which the claim was
  processed prior. In this case, it was processed through our Proact Insurance
  only and the coupon card was not linked to attempt to bill it again as a secondary,
  as that was how the June fill was processed.

  The next fill was received in December, this was a brand-new
  prescription and when being keyed, we billed the claim to match the prior claim
  billing. Due to the previous way that this was filled the last two times, and the
  documentation that the coupon card had not previously worked, we once again
  processed this through the Proact Insurance only.
  

  I have attempted to rebill the September 2022 fill and the December
  2022 fill, but the claims are too old to rebill. I will follow up with you on
  these for a possible resolution. The June 2022 fill will process as it did for
  the $90.00 copay, as there is documentation of the advisement of copay amount.
  

  The claims that were processed in 2023 from February and
  October were able to be rebilled and are now reflecting a $45.00 copay in the
  system with the coupon card linked appropriately. The credit card that we utilized
  on file has been credited the difference for both of those fills. The credit totaled
  $90.00.
  

  The most recent fill (January 2024) was processed with the
  coupon card linked and you were charged only the $45.00 copay.
  

  We again apologize for any inconvenience and hope that we
  will have the opportunity to regain your confidence in ProAct. We are 100%
  committed to provide the best customer service possible. A member of Leadership
  will be in touch to discuss this further. However, if you have any other
  questions or concerns, please reach out to our help desk at ***************

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. 
  

  Per the phone call 01/18/24 (record attached) we were going to be refunded $180. This response states we are currently only being refunded $90 and ProAct is working on the other $90. Until the full amount discussed yesterday ($180) is refunded this complaint should remain open. The call was on speakerphone with the ProAct Rep, Myself, and my husband and he confirms we were told the amount was in fact going to be $180 back to our card on file. 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 02/05/2024

  Proact Pharmacy remains 100% committed to provide the best
  customer service possible.
  As per our conversation on the phone this afternoon, here are
  the following charges and refunds that were discussed:
  6/22/2022: Initial charge $90, no refund granted.
  9/11/2022: Initial charge $90, refund of $45.00 on 1/18/2024
  12/4/2022: Initial charge $90, refund of $45.00 on 1/18/2024
  2/26/2023: Initial charge $90, refund of $45.00 on 1/18/2024
  10/20/2023: Initial charge $90, refund of $45.00 on 1/2/2024
  1/8/2024: Initial charge $45.00, no refund needed as this was
  billed with the coupon correctly.
  Total amount of refunds equal $180.00.
  Thank you for taking my phone call today to discuss this further.
  If you have any further questions, please reach out to our help desk at
  *************** 

  Customer Answer

  Date: 02/06/2024

  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. 
  
  Regards,
  
  ******** ******
  
  
  

• Initial Complaint

  Date:09/06/2023

  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.

  Sep. 5, 23, I received a package of mail order prescripions. I wasn't home. The medication was left in my mailbox. It was about 90 degress outside. Bottles were warm. I proceeded to call ProAct. I knew that medications shouldn't reach extrememe temperatures. I told the ProAct representative I couldn't use the medication. I could send them back but I didn't want to be charged. She stated I received the medication, I had to pay. Though I knew the medication was ruined, I stated I wanted the pharmacist asked if the medication was still good due to the extreme heat. She stated she would get back to me within an hour and never did.
  I called back after 5pm and spoke with a different representative. She spoke with the pharmacist and stated that the pharmacist said it was up to me if I wanted to take it but that ProAct could not guarantee the effectiveness of very hot or very cold medication. I stated this was unethical and I wanted to speak with a supervisor. She said that one would call me first thing in the morning. Nobody called. Around 9am today, 09/06/23, I called again and was told that a supervisor would call me back after I relayed the problem again . Nobody called. I called back again at 1pm and another representative said that she would have a supervisor call me back. I would like to note I told all of the represenatives it was unethical, irresponsible, and dangerous to send out prescriptions in the extreme heat or cold. They either need to have the person sign or at least leave it between the screen and the door.
  A mail order supervisor called me at 1:52pm. I reiterated everything and told her I wasn't responsible for the payment. She was irate, said they would charge me, and none of their pharmacists would tell me to take warm medication. I reitered that's what I had been told. She said I should have been home. It was my responsibility. I told her I stopped payment on my card and they should review safety policies. When I asked for her name, she hung up on me.

  Business Response

  Date: 09/19/2023

  Proact Pharmacy Services sincerely apologies for any
  inconvenience or frustrations this situation may have caused you. We have
  reviewed your concerns and the details of the data surrounding the fill that
  was processed on August 30, 2023.
  

  As per the discussion with the pharmacy on 9/8, we understand
  that a viable resolution was formed regarding future orders and the copay of
  the prescription in question. Also, as requested all necessary steps have been
  taken to review policies.
  

  We again apologize for any inconvenience and hope that we
  will have the opportunity to regain your confidence in ProAct. We are 100%
  committed to provide the best customer service possible. If you wish to discuss
  this further, please reach out to our help desk at 1-*************

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 02/16/23 I had my doctor Dr. W************ prescribe a 90 day supply of blood pressure medication to Proact mail order. Also Dr. W************ prescribed a 10 day prescription to my local pharmacy to carry me over till the mail order arrived. On 03/08/23 I was down to one day of medication and called Proact to ask about my medication status. I was told that the medication was not shipped out. I informed them that I was going to be out of medication the next day and told them I wanted the medicine expedited mail or cancel order because I have extremely high blood pressure. The representative said he would see if it can be done. I received no call from them so I called back the next day and they knew nothing about my medication being expedited. They said a pickup label was created and that was it. I told them I want the order canceled because I am out of medication and I was going to my local pharmacy to pickup a 30 day supply. When I went to my local pharmacy they said the insurance would not cover it till May because Proact didn't put in the system that the order was canceled. So I called Proact on 03/10/23 they said the order wasn't canceled and they shipped it. I was out of blood pressure medication for 3 days at this time. I have had high blood pressure for 40 years and been taken medication. I picked up my medication on 03/11/23 after talking to an on call doctor. I found out that the facility that mails the medication is in upstate NY, 5 hours away from me. They could not give me a legitimate reason why they failed to send me my medication on time when they had 2 weeks to do so. On 03/13/23 Proact said the medication is in transit. I told them I will refuse the mail order because I have my medication now and I had to pay cash with no insurance. They sent the medication knowing that they would not accept returns and have a reason to bill me. Today is 03/14/23 and have not yet gotten anything from them. I told Proact I will dispute their charge of $100+ for the medication and I don't want anything to do with them.

  Business Response

  Date: 03/23/2023

  Proact Pharmacy Services sincerely apologies for any
  inconvenience and frustrations this situation may have caused you. We have
  reviewed your concerns and the details of the data surrounding the new
  prescriptions that were placed into processing on February 22, 2023.The prescriptions were received into our pharmacy platform on
  February 22nd and when processed, our team received a rejection for
  a refill too soon based on the recent local 10-day fill obtained at another
  pharmacy. Our typical protocol for short day supply local fill rejections is to
  complete an override to allow our fill to continue processing for the 90-day
  supply. Unfortunately, this was mistakenly seen as a straight early fill
  rejection and the fills were set up for resubmission on the next fill date of
  March 4th. On March 4th, these were placed back into the
  queue by the system and processed through the pharmacy platform as normal processing
  protocol. The order was shipped from our facility on March 9th and delivered
  on March 13th. We were able to pull all your phone calls with our call center
  from March 7th, March 10th, March 11th, and March
  13th. I apologize that there was miscommunication on our end with
  the expediting request that was made by you on the March 7th phone call.  When you called back on March 10th, a request was made
  by you to cancel the medication. However, the medication was already in transit
  with USPS, and we were unable to cancel the order. The representative offered to
  place a local fill override for you, due to the lapse in medication. At that time,
  you stated that you did not have any refills at the local pharmacy and would
  have to reach out to the doctor’s office. On March 11th, you called back into the Call Center
  and had attempted to get the local fill processed. When they attempted to fill
  the prescription, it was rejecting due to a refill too soon rejection on our
  fill that was in transit. The representative was able to listen to your
  concerns and reached out for approval from a supervisor to place an override
  for the local pharmacy to process a short-day supply. When investigating the
  overrides, it appears that they were placed for the dates of the 10th through the 12th, but the claims at the local pharmacy are still in
  a rejected status. On March 13th, one of the representatives reached
  out to inform you that the package was out for delivery. At that time, you did
  state that you had received some medication from the local pharmacy and was
  going to refuse our package when it was delivered. We truly understand your frustration and empathize with you
  on any inconvenience this may have caused.  We hope to have the opportunity to regain your confidence in future
  interaction with ProAct. We are 100% committed in building a customer for life
  by providing the best customer service possible. Thank you for taking the time
  to discuss your concerns over the phone and if there are any further questions,
  please reach out to our help desk at ###-###-####.

  Customer Answer

  Date: 03/24/2023

  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. 
  
  
  
  Regards,
  
  
  
  ***** ******