ComplaintsforCardinalHealth - Sonexus Health

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying for 2 weeks now to get a prescription filled for olumiant. our prescription drug service denied it so we filed for a discount card with ********. we got the card, contacted the *** specialty pharmacy, they sent the prescription to Sonexus, we contacted Sonexus with the prescription card information .... and they cannot find or locate the prescription that was sent over monday, 7/31/23. It was already a big enough pain to set all of this up. We are often transferred to 5-7 different people before SOMEONE will actually help us.why is this so difficult??WE cannot do anything else to help this process along.SOMEONE figure this out and please get this prescription filled and dispensed.

  Business response

  08/18/2023

  See the attached letter for more information on the complaint

  Business response

  08/22/2023

  Per our records, patient was refunded on 8-7-23.  Thank you, ************************ Team :    ********************************************************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company took more money out of my checking account now telling me I have to wait **** days by that time my account will be overdrawn and my car note will be late they debited my account 3 times 2 times it was unauthorized I am in a fixed income

  Business response

  01/23/2023

  January 23,2023
  
  BBB North Central *****
  ****************************************************************
  
  Re: Case ID #: ********
  Consumer: ***********************************
  
  Dear Sir/Madam; *********** am legal counsel to Sonexus Health, LLC ("Sonexus"), a subsidiary of Cardinal Health. This correspondence will serve as Sonexus' response to the above-referenced matter.
  
  First, I appreciate the opportunity to respond to the issues surrounding ****************** consumer complaint filed with the Better Business Bureau.
  
  Second, by way of background, Sonexus provides *** services to pharmaceutical manufacturers. ***s help patients overcome barriers to accessing their medication by providing a range of services. Sonexus operates a non-commercial pharmacy based in **********, *****, that dispenses pharmaceutical products to patents enrolled in programs, such as the one ****************** was enrolled.
  
  Of course, due to privacy constraints and the lack of authorization by ******************, I cannot share with the Better Business Bureau personal health information about ****************** without her consent. That being said, I can share with you that ****************** used a debit card to pay for a prescription. Our employee initially processed the order on the debit card hit the incorrect "button". This in essence charged ****************** twice. Since the transaction was being made via debit card, due to financial institution banking rules, the financial institution actually "holds" the money to be credited and doesn't allow the use of the funds. Then and only when the bank releases the "hold" are the funds available. Sonexus determined that it overcharged ****************** $25.00 and rectified the overcharge by refunding the amount on January 19, 2023. Therefore, this matter has already been resolved. *********** trust this response is sufficient to resolve this matter. Please feel free to reach out to me should you desire additional information.
  Very truly Yours,
  
  **************************************, Esq. ******** Counsel
  Cardinal Health, ****
  
  
  

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been getting medication from Sonexus health pharmacy every month for over a year. The medication is shipped with cold packs and says to keep refrigerated. Every time I have ordered the medication from them, they have been able to ship no signature required, until last month. I explained that I am never home during the day to sign for a package and asked for a supervisor. They said they would have a supervisor call me back. Medication was not ordered. Two days later, I come home to a missed delivery note on my door. The following day, another missed delivery note, but this time there was a place to sign so it could be left the following day. The next day the package was left. ( I believe this was a Monday and the medication had sat out for the weekend). The ice packs were melted and the medication was warm. A supervisor never reached out. When I called for medication in June, I asked again about the new rule and was told that it was the manufacturer of the medicine who is requesting the signature required. I asked for it to be shipped out on a Tuesday so I could play the delivery note game again and hopefully the medication would still be cold on Friday. Unfortunately, FedEx did not leave notes this time and called me Friday after the third attempt saying the package was being held at a distribution center. I showed up Monday to get the package and it had already been sent back to the shipper. I then called the manufacturer of the medicine hoping to find a way around their new rule and was told they do not require a signature, that is a requirement of the pharmacy. Today I called Sonexus, explained the situation, asked to speak with a supervisor and was put on hold for 5 minutes until they hung up on me.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/06/20) */ June 20, 2022 BBB North Central Texas 1601 Elm Street, Ste 1600 Dallas TX 75201 Re: Case No. XXXXXXXX Dear Sir/Madam: I am legal counsel to Sonexus Health, LLC ("Sonexus"), a subsidiary of Cardinal Health. This correspondence will serve as Sonexus' response to the above-referenced case. First, I appreciate the opportunity to respond to the issues surrounding ***** *******' consumer complaint filed with the Better Business Bureau. Second, by way of background, Sonexus provides Hub services to pharmaceutical manufacturers. Hubs help patients overcome barriers to accessing their medication by providing a range of services. Sonexus operates a non-commercial pharmacy, based in Lewisville, Texas, that dispenses pharmaceutical products to patients, such as Mr. *******. Of course, due to privacy constraints and the lack of authorization by Mr. *******, I cannot share with the Better Business Bureau personal health information about Mr. ******* without his consent. That being said, I can share with you the following: In late April of 2022, the manufacturer of the drug that Mr. ******* is prescribed, and for which Sonexus fills and dispenses, changed certain policies. The changed policy that affected Mr. *******, concerned deliveries. The new requirement was shared with Mr. *******. Specifically, the manufacturer's policy stated: "Due to the risk of a package being stolen and/or damaged when left outside, Manufacturer has implemented a policy requiring signature for all deliveries. The package may be signed for by the patient, a member of the household, the prescriber's office, etc.. " On May 4, 2022, Mr. ******* was advised of the signature policy and this mandatory requirement. During that phone call, a May 5th delivery was scheduled. On May 27, 2022, Mr. ******* contacted Sonexus to schedule his June delivery for June 7th at his home address, being well aware of the new requirement. According to notes from FedEx, Mr. ******* was not available to sign for the package on that day. Our records indicate that Mr. ******* called Sonexus to discuss alternatives to delivery options on June 14 and June 15. On June 15, Mr. ******* spoke with a supervisor regarding his delivery options. Our notes indicate that he voiced his understanding of the delivery process and options. Mr. ******* agreed to a FedEx holding location near his home where he will pick up and sign for the packages going forward. I trust this response is sufficient to resolve this matter. Please feel free to reach out to me should you desire additional information. Very truly Yours, Stephanie A. C*******, Esq. Sr. Counsel Cardinal Health, Inc. Consumer Response /* (2000, 7, 2022/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to get in touch with a manager the day after this complaint was made. They had received the complaint and were already working on it. The manager was helpful and quickly resolved the problem.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been on the phone f or 3 days my doctor assure me they sent the prescription over and sonexus keeps having me while at my new job trying to figure our what the issue is, I started a new job and can't be on the phone all day. I am passed the day supposed to be refilled. The communication between the doctors office and the pharmacy should be their responsibility not mine. Please help as it will be 3 days passed my injection day

  Business response

  02/24/2022

  Business Response /* (1000, 7, 2022/01/27) */ January 27, 2022 BBB North Central Texas ***************************************************************************** Dear Sir/Madam; I am legal counsel to Sonexus Health, LLC ("Sonexus"), a subsidiary of Cardinal Health. This correspondence will serve as Sonexus' response to the above-referenced case. First, I appreciate the opportunity to respond to the issues surrounding Peter P****'s consumer complaint filed with the Better Business Bureau. Second, by way of background, Sonexus provides Hub services to pharmaceutical manufacturers. Hubs help patients overcome barriers to accessing their medication by providing a range of services. Sonexus operates a non-commercial pharmacy based in Lewisville, Texas, that dispenses pharmaceutical products to patents enrolled in programs, such as the one Mr. P**** was enrolled. Sonexus can only dispense upon a valid prescription received from a treating physician. Of course, due to privacy constraints and the lack of authorization by Mr. P****, I cannot share with the Better Business Bureau personal health information about Mr. P**** without his consent. That being said, I can share with you that Sonexus, on December 29, 2021, submitted a request for a new prescription to the patient's healthcare provider. Again, on January 3, 2022, Sonexus reached out to the healthcare provider's office to obtain a new prescription. On January 4, 2022, Mr. P**** participated in a three-way call between Sonexus and the healthcare provider. During that call, Sonexus, again, requested the prescription be sent by the healthcare provider to Sonexus, preferably in electronic format. Sonexus though did, at the provider's request during the call, provide a fax number and address should the prescription be sent in that form. On January 5, 2022, Mr. P**** called Sonexus three times. On that day, he was advised that Sonexus had not received a prescription. Mr. P**** shared with Sonexus that his health care provider was not in the office that day. He later called Sonexus and provided a different phone number for the provider. Sonexus subsequently left a message for the nurse regarding the outstanding prescription request. On January 6, 2022, Sonexus ultimately received an electronic prescription from Mr. P****'s healthcare provider and reached out to Mr. P**** to schedule a delivery. Mr. P****'s medication was overnighted to him on January 6, 2022, via *************** Priority Overnight Delivery. Our records indicate that the medication was delivered to his home at 12:50 pm on January 7, 2022. I trust this response is sufficient to resolve this matter. Please feel free to reach out to me should you desire additional information.

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