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Reviews Burt's Pharmacy

Burt's Pharmacy Reviews (2)

• Aug 03, 2023

Compound Prescription for my Cat
The compound prescription was called in for my cat from the vets office. My Cat had asthma. She just turned 6 years old. Her asthma attacks started getting worse recently. I went into the pharmacy to see if it was ready. They said no because they needed to know if the $65. charge was ok. I said YES! Three days go by, no medication. They did not get the message that I approved the cost. My cat went into respiratory distress. My cat died today. I did not have any medication for her. I will never order a compound prescription from them again. Please people, choose a reputable pharmacy for compound prescriptions. I will never forget this.

Review: Burt's Pharmacy filled a prescription for a compound medication for me last month. A representative from Burt's Pharmacy called me last week to see if I wanted to refill my prescription. Since my insurance no longer covered this medication, I let the representative know that no, I would not refill. She then proceeded to tell me that they could possibly squeeze in one more re-fill that my insurance would cover. I told her that I was hesitant because the medication is expensive ($90) and I did not want to be billed for the full amount in case insurance did not cover it this time. The representative assured me that they would never do that and they would first call me to let me know whether or not the insurance accepted the refill. I did not get a call and today I came home from work to a package delivered from Burt's Pharmacy with the medication and a note that my American Express card had been charged $90.1) I never received a call2) I had no idea Burt's Pharmacy had my credit card account on file and could charge my card without authorization3) I could not believe that Burt's Pharmacy actually charged my credit card without authorizationI am astounded that Burt's Pharmacy conducts their business in such a fraudulent manner. When I called to complain, the person who I spoke with told me they had no idea why this happened. And then proceeded to let me know that the only way I would get my $90 back is when they received the medication back from me. That they would not credit my account immediately for the fraudulent charge that they made without my authorization.Desired Settlement: Immediate refund of the fraudulent charge of $90.

Business

Response:

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 20 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 received. Again 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 returned. This 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 $90 on Wednesday afternoon, money returned on Saturday. Bottom line be nice it will get you much farther in life.

Business

Response:

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 5 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 45-60 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 re-do the transaction. I am not sure what can resolve the issue at this point, the full amount was returned on the card within ~48 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10236265, and find that this resolution is satisfactory to me.

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Description: PHARMACY - COMPOUNDING, HEALTH & MEDICAL - GENERAL, MEDICAL EQUIPMENT & SUPPLIES, SCOOTERS - MEDICAL, GIFT SHOPS, PHARMACIES

Address: 2333 Borchard Rd, Newbury Park, California, United States, 91320

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