Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10236265, and find that this resolution is satisfactory to me.
Robbie, thank youThis is the first time that I actually feel like I am heardI wish that I had spoken to you to begin with because I believe this issue could have been resolved in a favorable manner upfrontI have never had such an experience with a business and felt that my experience needed to be sharedI felt that my complaint was very much dismissed and categorized as a simple return, which it was notI would encourage you to revisit the processes and practices in place for confirming charges and prescriptions prior to sending them out to customersI think it's very important for the customer to know that his/her credit card will not be charged without authorization/confirmation and to communicate with the customer beforehandA fraudulent charge is one that was made without authorization and that is what happened from my perspectiveI appreciate your point of view and explanation and I thank you for taking the time to address the issueI received a new phone last week and have been having some difficulties with it but please call me at as it seems to be working now
Regards,
*** ***
Miscommunication with patient, we thought she wanted rx regardless but we were to do everything we could to get covered on insurance first (which we did to no avail). Not sure what issue is with credit card on file, patient knew it was onfile it was not the first rx we had mailed to her (at
no cost to patient). Issue seemed to be with price, fine no problem. We apologized and sent a return postage (at no cost to patient) via email within minutes of her call, advised that the full amount would returned on card when received. She became uncontrollably upset with the fact we had to wait until it was receivedAgain we apologized for the miscommunication, and told patient the full amount would be returned. There is not a business on the planet that returns money for items before there are returnedThis does not seem unreasonable to me at all, and in all honesty if she had been nice and not nasty on the phone I probably would have said keep the rx and I'll return the money on the card. Full amount ($90) was returned to patient as promised when rx was received. Patient charged $on Wednesday afternoon, money returned on Saturday. Bottom line be nice it will get you much farther in life
First off, I want to apologize for my emotional reaction. I should not have responded with emotion no matter the circumstance. I care very deeply about helping our customers and the experience they have with us, it is hard to take the emotion out of it. This is what our business is based on. My reaction stemmed from the frustration in trying to get a situation resolved, with someone who in my opinion is not looking for an acceptable resolution and is attacking my business. This emotion is due really all in part to the offensive and slanderous review that this patient left on our Yelp page. Yelp pages like it or not can make or break a business. That's why so many businesses pay for fake reviews or have incentivized reasons for customers to give star feedback. We however do not operate like that. So to have someone leave a review claiming "fraud" is extremely insulting, defamatory and quite frankly I would like it removed. Again, no excuse to reply with emotion
Let's go back once again. From our account the technician that spoke with the patient thought that we were to do everything in our power to try and get the compounded prescription covered on the patients insurance, even though the patient led the conversation with "my insurance sent me a letter saying it was no longer covered". The technician had informed the patient that if it was not covered that it would be $90. So this is where the story goes in two different directions. Clearly, the patient is stating that if it was not covered, the patient does not want the medication. I think this is very obvious at this point. From the technicians point of view they had discussed the option if it was not covered and how to proceed from that point. Clearly, they did not get the conversation correct and for that I apologize. Fraud? Hardly. That is just insulting. Unauthorized? Each side has their own version. In the event of a tie it always goes to the customer, like a runner in baseball. This again is where there are two versions of the truth. Patient called and informed us of our error. At this point we have accepted blame for the miscommunication and told the patient that all of their money will be returned. We have absolutely zero incentive to send a compound prescription to a patient that did not want it. None whatsoever. So to say/accuse us of "fraudulently" or "unauthorized" prescription is just not rational. This, like all compounds prescriptions are made 100% custom for that specific patient based on orders from their physician. So for us to spend the 45-minutes of our day plus all costs involved, then take the time involved to mail it and then cover the cost of mailing it sounds like we got the wrong message on what the patient was telling us to do. Fraudulent? No. Unauthorized? Debatable. At this point the damage has been done, we can't go back in time. The technician that answered the call offered to return the full cost of the medication when it was received. This is where the call went south. It ended with us sending a return postage label to the patient for the return and the full amount being returned as promised when received. I was not on this call, so I am speaking second hand but the tone of this call was not in a matter of lets get this worked out. More like this is what you're going to do. I am assuming that this anger is what led to the defamatory Yelp review and the involvement of the Revdex.com and our first official complaint.
Again, I sincerely apologize for the reaction and the experience we are not here to make anyone's life more difficult. This business means a great deal to me and I felt the remarks left by the patient were slanderous, hurtful, and vindictive. They were not left by someone looking for a resolution. Clearly, there was miscommunication and we thought there was authorization to not only make the medication, but get it ready and mail it to them as it had been done in the past. It seems we got this wrong and for that I apologize. Believe me, I wish we could go back and the transaction. I am not sure what can resolve the issue at this point, the full amount was returned on the card within ~hours. I personally reached out to the patient after hearing that a customer was upset, prior to Revdex.com involvement, the voicemail went unreturned. If the transaction caused an overdraft fee or something like that I will gladly refund the fee to the patient if they can send a copy of the charge. If the patient would like the prescription again we would still make it for them, even at no charge for the trouble it has caused. Especially for the removal of the Yelp review, seems like a fair resolution in the end
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10236265, and find that this resolution is satisfactory to me.
Robbie, thank youThis is the first time that I actually feel like I am heardI wish that I had spoken to you to begin with because I believe this issue could have been resolved in a favorable manner upfrontI have never had such an experience with a business and felt that my experience needed to be sharedI felt that my complaint was very much dismissed and categorized as a simple return, which it was notI would encourage you to revisit the processes and practices in place for confirming charges and prescriptions prior to sending them out to customersI think it's very important for the customer to know that his/her credit card will not be charged without authorization/confirmation and to communicate with the customer beforehandA fraudulent charge is one that was made without authorization and that is what happened from my perspectiveI appreciate your point of view and explanation and I thank you for taking the time to address the issueI received a new phone last week and have been having some difficulties with it but please call me at as it seems to be working now
Regards,
*** ***
Miscommunication with patient, we thought she wanted rx regardless but we were to do everything we could to get covered on insurance first (which we did to no avail). Not sure what issue is with credit card on file, patient knew it was onfile it was not the first rx we had mailed to her (at
no cost to patient). Issue seemed to be with price, fine no problem. We apologized and sent a return postage (at no cost to patient) via email within minutes of her call, advised that the full amount would returned on card when received. She became uncontrollably upset with the fact we had to wait until it was receivedAgain we apologized for the miscommunication, and told patient the full amount would be returned. There is not a business on the planet that returns money for items before there are returnedThis does not seem unreasonable to me at all, and in all honesty if she had been nice and not nasty on the phone I probably would have said keep the rx and I'll return the money on the card. Full amount ($90) was returned to patient as promised when rx was received. Patient charged $on Wednesday afternoon, money returned on Saturday. Bottom line be nice it will get you much farther in life
First off, I want to apologize for my emotional reaction. I should not have responded with emotion no matter the circumstance. I care very deeply about helping our customers and the experience they have with us, it is hard to take the emotion out of it. This is what our business is based on. My reaction stemmed from the frustration in trying to get a situation resolved, with someone who in my opinion is not looking for an acceptable resolution and is attacking my business. This emotion is due really all in part to the offensive and slanderous review that this patient left on our Yelp page. Yelp pages like it or not can make or break a business. That's why so many businesses pay for fake reviews or have incentivized reasons for customers to give star feedback. We however do not operate like that. So to have someone leave a review claiming "fraud" is extremely insulting, defamatory and quite frankly I would like it removed. Again, no excuse to reply with emotion
Let's go back once again. From our account the technician that spoke with the patient thought that we were to do everything in our power to try and get the compounded prescription covered on the patients insurance, even though the patient led the conversation with "my insurance sent me a letter saying it was no longer covered". The technician had informed the patient that if it was not covered that it would be $90. So this is where the story goes in two different directions. Clearly, the patient is stating that if it was not covered, the patient does not want the medication. I think this is very obvious at this point. From the technicians point of view they had discussed the option if it was not covered and how to proceed from that point. Clearly, they did not get the conversation correct and for that I apologize. Fraud? Hardly. That is just insulting. Unauthorized? Each side has their own version. In the event of a tie it always goes to the customer, like a runner in baseball. This again is where there are two versions of the truth. Patient called and informed us of our error. At this point we have accepted blame for the miscommunication and told the patient that all of their money will be returned. We have absolutely zero incentive to send a compound prescription to a patient that did not want it. None whatsoever. So to say/accuse us of "fraudulently" or "unauthorized" prescription is just not rational. This, like all compounds prescriptions are made 100% custom for that specific patient based on orders from their physician. So for us to spend the 45-minutes of our day plus all costs involved, then take the time involved to mail it and then cover the cost of mailing it sounds like we got the wrong message on what the patient was telling us to do. Fraudulent? No. Unauthorized? Debatable. At this point the damage has been done, we can't go back in time. The technician that answered the call offered to return the full cost of the medication when it was received. This is where the call went south. It ended with us sending a return postage label to the patient for the return and the full amount being returned as promised when received. I was not on this call, so I am speaking second hand but the tone of this call was not in a matter of lets get this worked out. More like this is what you're going to do. I am assuming that this anger is what led to the defamatory Yelp review and the involvement of the Revdex.com and our first official complaint.
Again, I sincerely apologize for the reaction and the experience we are not here to make anyone's life more difficult. This business means a great deal to me and I felt the remarks left by the patient were slanderous, hurtful, and vindictive. They were not left by someone looking for a resolution. Clearly, there was miscommunication and we thought there was authorization to not only make the medication, but get it ready and mail it to them as it had been done in the past. It seems we got this wrong and for that I apologize. Believe me, I wish we could go back and the transaction. I am not sure what can resolve the issue at this point, the full amount was returned on the card within ~hours. I personally reached out to the patient after hearing that a customer was upset, prior to Revdex.com involvement, the voicemail went unreturned. If the transaction caused an overdraft fee or something like that I will gladly refund the fee to the patient if they can send a copy of the charge. If the patient would like the prescription again we would still make it for them, even at no charge for the trouble it has caused. Especially for the removal of the Yelp review, seems like a fair resolution in the end