Complaints

This profile includes complaints for NuCare Pharmacy & Surgical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NuCare Pharmacy & Surgical

  1789 1st Ave New York, NY 10128-6901

• 

  NuCare Pharmacy & Surgical

  250 9th Ave New York, NY 10001-6602

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:07/07/2025

  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.

  Over a year this company has failed to deliver a PAID wheelchair battery . Will not wait for home attendant to open door sent several delivery men with the same WRONG battery manager ***** highly disrespectful lacks professionalism and empathy this establish is not only stealing from the community but dares those wronged to do something about ***** this point they are not only robbing the patient but scamming ******** and ******** as well

  Business Response

  Date: 07/08/2025

  We have tried very hard to be respectful, but the patient and her son have been very abusive in their language.  We have even gone as far as giving our personal cell phones to try and accomodate the patient with direct access to our customer service team and the we had to eventually threaten to stop texting abusive comments or we would have to file harrassament charges.  We showed up on 2 separate occasions to fix the patients wheelchair, and replace her batteries and both times my driver was not able to gain access to the patients apartment.  The driver was not aware that the patient only had an aide between the hours of 10 and 4.  the driver both times got there during hours where there was no aid and when he rang the bell he could not make out what the patient was trying to say through the ring doorbell. So the driver/technician left. Both times we rescheduled and both times we showed up we have pictures to show that we showed up. The patient and the patient son continuously says that we are lying, but why would we show up at the patient's apartment with batteries to replace her current ones only to turn around and pose a lie?  We would not do that and we would not predicate our entire business around lying to patients. We have been in business for over 20 years and will continue to do so. Unfortunately, once we did gain access to the patient's apartment on the third attempt, we unfortunately realized that the driver did bring the wrong batteries. I tried to explain to the patient and to the patient's insurance that this was human error and although it's an unfortunate circumstance, it is something that we will deal with, and we will get rectified. The technician that did the initial eval did not mark the correct model number of the chair and our warehouse had ordered the wrong Batteries. Obviously this was not done. Intentionally there is no point for us to do that. It was simple human error, and it is being dealt with on our end and that employee has been reprimanded and spoken to the current situation. Is that the correct batteries are on order with the manufacturer and soon as they are in, we will call the patient to reschedule. In the meantime, we also have told the son and the patient's insurance that if they continue to send harassing text messages that we will have to file harassment charges. It was a simple mistake that a technician made, and a miscommunication about the patient's aid. I'll repeat. None of this was done with intentions of causing such a big problem. We're doing the best we can to resolve the issue immediately.  If need be, we can also provide screenshots of the text messages that were being sent.

   

   

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Excuses and explanations to defend their lack of professionalism and empathy has not solved the situation. Now Nucare tries to play the victim because they crossed the line professionally and personally . Again their response accomplishes nothing and the issue at hand remains unresolved!!!!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here] the patient has a great history and relationship with her health care insurance so much so her agent was on the phone when your supervisor employee threatened the patient and said they never want her buisness again. You were informed that all the items were back in your possession. Your long winded responses first blamed the patients rudeness after having her wait over 9months . You finally get it together and then blame her son . The items paid for by insurance was approved and paid for and now your response is its the insurance companies fault . Theres a long list of responses and somehow your company is never at fault . When the insurance agent finally heard the rudeness and saw over a year of excuses  first hand that is what allowed the patient to wash her hands of this and no longer need to use this pharmacys horrible service . All items are in Nu cares possession tje matter is over . Not only did you lose a patient but the ***** rebuttles was enough for an insurance company end buisness . If this is how you treat sick People needing equipment one can only imagine . The issue is resolved all items are in Nu cares possession yet you still feel the need to blame someone for your lack of service professionalism and execution . Fraud scamming and giving patients what you feel they should get is not how this works you continue to insult peoples intelligence.  thats why this thread has gone from u finger pointing from the patient the patient son the patients home attendant and now insurance . Get it together . CASE IS RESOLVED so u can resume stealing an scamming the community . 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/28/2025

  No problem if that is what you feel call your insurance and discuss with them.  I believe we are now in possession of the wheelchair.  Do you want it back so you can find someone in your mind that iOS not scamming the insurance like you say.  We have been business for over 20 years and we would not have built a reputation if it was predicated on scamming the community.  At this point your tone, and accusations are insulting and manipulative.  I think its best you get your care manager involved and have them find you a provider to your liking. 

  We will no longer respond to your messages.  feel free to escalate to BBB as well.  *** will discuss with them. 

   

   

   

• Initial Complaint

  Date:02/17/2025

  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.

  NuCare was contracted by my mother's mltc, ***********************/***, to supply her with the necessary medical supplies on a monthly basis. Starting Oct 2024 & all thru Dec 2024 they either sent the wrong supplies or they sent nothing at all. When I contacted them in Oct 2024 they told me they hadn't shipped anything out, even though the order was sitting inside my house. I then started complaining to the mltc case manager ****** at ****************) who told me she was taking care of it. In Dec 2024, when nothing had been done yet about replacing the wrong product, taking back the old product, or reimbursing me for the supplies I had to buy, I initiated a grievance against ******/***. It is now Feb 13, 2025 & 4 months later, I still don't have the correct supplies for my mother OR the reimbursement for $75.98 to cove the cost of what was NEVER SENT. This is theft of services & elderly abuse(my mother is 94 yrs old)!

  Business Response

  Date: 02/22/2025

  The patient is not receiving the supplies she is requesting because her insurance company is denying the claims when we submit them. She is asking for brand-name products that are not normally covered by insurance. However, her insurance plan did provide an authorization, but whenever we submit a claim they are denying the service. The patient should call her insurance to discuss with them. There is nothing we can do when the insurance doesnt pay for the services that they authorize.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   No, that is not the problem - the problem is that NuCare is not sending the proper item - the item that is on the prescription they received - for high-absorbency pads. They had been supplying them & then for 3 months submitted THE WRONG PADS(low absorbency) & then one month didn't send anything!! This is not a matter of insurance, it's a matter of them opening up their eyes in the warehouse & sending the right item. Because of their ineptness, I had to go & buy my mother the proper items & I'm still waiting for the reimbursement(from SWH) for 5 months now.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/15/2025

  When going through insurance we can not provide any pad.  The are limitations as to what is covered.  Insurance does not pay for anything and everything.  We do our best to provide the highest quality pad available through insurance.  the patient always has the option purchase any pad they want.  The pads we dispense through insurance are the preferred pad of *** ******** and have met all quality standards.  The member her self is saying she is receiving pads just not that pads she wants with the level of absorbency.  We are doing the best we can through insurance.  My suggestion would be to contact *** ******** and discuss with them and see what they say.

   

   

• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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 call the pharmacy too complain about the pull *** are damage also very cheap materials, I had so many accidents because the briefs the elastic in the right side is gone The lady tells me she put a note for next month order so they change the brand , but I need now the pull *** I had the flu and was a terrible I went too the doctor and I have too come home because I was all wet , the 4 packs are damage my insurance is paying for something that I cant use And definitely talking with them is not helpful this is very embarrassing for me I think this people who supplies for the elderly be more human doesnt hurt Thank you so much too the person who read my note and I hope you can help me . Have a great day

  Business Response

  Date: 02/05/2025

  This is a ridiculous complaint.  This patient is recieveing her incontinecne supplies by her insurance benefit with NY ********.  She is not privately paying for the items, and the items we are dispensing are the pullups that have been approved by NY *********** of Health.  When going through insurance unfortunately patients do not have access to the same brand name items that you find in the big box chain stores like CVS or Costco.  We are not the manufacturer of the supplies the patient received.  In addition the supplies the patient received are *** ******** approved by the *** Departyment of Health.  The patient is more than welcome to bring the unused supplies in and we can switch out for another *** approved brand.   We have also made notes on her account to send a different brand in the future orders that will also be ******** approved.

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   So Im ridiculous because you send me a brand that is damage I didnt ask for a brand just aspect the ones who are approved by my insurance are fine and Im handicap also on a fix income I cant afford to pay a **** to take me too your pharmacy in manhattan. Anyway the brand you send me this month are fine thank you 

  next time be more respectful 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/02/2025

  Not sure what we did wrong here that requires a BBB complaint.  The member has a managed care plan that manages her issues and complaints.  We delivered what was authorized by her insurance.  We offer several different options which we always try to accommodate patient request however not everything is covered by insurance.  We have been nothing but respectful and the patient is now saying she got what she wants.  Please have the complaint closed.  We will continue to try and accommodate the patient to the best of our ability

   

• Initial Complaint

  Date:05/20/2024

  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.

  NuCare Pharmacy had a delivery guy bring me my wheelchair today and the delivery guy was inappropriate towards me I do admit to calling him attractive but that's all I was on the phone with my neighbor at the time once he assembled my chair he left called me from Downstairs to say he forgot to take a photo of the wheelchair so I let him come back in my apartment to take his photo then he goes to ask me if my neighbor was still on the phone I said no she hung up he asked if I had a boyfriend I said no then asked about my accident then asked me if i needed money i laughed and said no he insisted on giving me money he gave me $22 I told him I didn't need it he said it's okay take it I told him Thanks and Then he said I could give you $50 for lil something and then grabbed his ****** then said that's a generous offer I told him no and then he said whenever you ready to call him left

  Business Response

  Date: 06/04/2024

  I have spoken with the delivery technician who delivered the wheelchair, and he is adamant that he did not make a pass at the patient.  In fact, the story he provided was that she was on the phone when he was making the delivery and was told to come into the apartment cause the patient was not able to properly walk.  When he came in the patient was on the phone (like she mentioned) and continuously was making reference to the driver being very handsome and good looking.  The driver advised that he was very uncomfortable, and that even the person on the other side of the phone call (who was on speaker) was telling her to stop.  The technicians are instructed to take pictures of the delivered items to help protect against lost, damaged, stolen or missing items.  He was so uncomfortable that when he left the apartment, he forgot to take the picture of the delivered wheelchair, so yes, he did call her to go back upstairs so that he can take the picture and send to our corporate office to confirm the delivery.    That is where he states that he took the picture and proceeded to leave.  

  I have not only spoken to this particular driver, but also every driver and reviewed a code of conduct and professionalism when doing medical supply deliveries. He has been made aware that any conversation outside the description of the product being delivered should be referred back to our corporate office.  That the role is to deliver the item, retrieve a signature and picture, and to leave the residence.   With that being said the driver is on probation and has been warned that any such incident or complaint similar to this one will lead to his suspension or termination.  The technician has never once before had a complaint, and this is his first offense / complaint filed against him.