EnvisionPharmacies

To Whom It May Concern:Thank you for giving Orchard Pharmaceutical Services, LLC d/b/a EnvisionPharmacies (“Envision”), theopportunity to respond to this ComplaintEnvision has thoroughly investigated the allegations inComplaint No [redacted] and has prepared the following response to the complaint:For background, the Complainant is a patient of Enivision, a mail order pharmacyOur records indicatethat the Complaint is referencing two separate medication orders placed by the Complainant with Envisionfor two different medications and therefore we will address each medication order separately to avoid anyconfusion.Medication #1On April and May 3, 2017, Envision placed a telephone call to the Complainant to schedule delivery ofthe first medication (“Medication #1”)As there was no answer, Envision left a message on both occasionsrequesting that the Complainant call Envision backOn May 4, Envision received a telephone call fromthe Complainant to schedule delivery of the medicationHowever, as this particular medication requiresdelivery directly to the prescriber’s office, the delivery date needed to be scheduled directly with theprescriber’s officeIn an attempt to schedule the delivery date, Envision placed a telephone call to theprescriber’s office on May 4, 5, and but was unable to reach anyoneOn May 10, Envision received areturn call from the prescriber’s office and scheduled shipment of Medication #for May Our recordsshow that Medication #was shipped on May and delivered on May The delivery and delivery datehas been confirmed via the FedEx website.Medication #2As for the second medication (Medication #2), Envision received a telephone call from the Complainanton May 23, requesting that Envision contact the prescriber’s office for the prescription for Medication #2.On May 24, Envision placed a telephone call to the prescriber’s office and left a telephone messagerequesting that the prescription be sent to EnvisionOn May 25, the prescriber’s office sent the prescriptionfor Medication #to EnvisionAfter reviewing the prescription, Envision determined that some informationwas missing and placed a telephone call to the prescriber’s office on May and On May 26, Envisionreceived a returned call from the prescriber’s office, at which time, Envision received the informationneeded to process the prescriptionOn June 2, Envision received a call from the Complainant to scheduledelivery of Medication #and as Medication #is a specialty medication, Envision transferred theComplainant to Envision’s specialty pharmacy division for assistanceIt appears that during this telephone conversation, the Complainant became frustrated and disconnected the telephone call before a delivery date could be scheduledOn June 5, Envision placed to the Complainant to schedule delivery of the Medication#and the Complainant returned the telephone call and scheduled the delivery for the medication that samedayThe order for Medication #was shipped on June and was delivered on June The delivery anddelivery date has been confirmed via the FedEx website.Based on the foregoing, Envision has determined that both medications at issue in the Complaint weredelivered in a timely manner to the ComplainantWe apologize for the Complainant’s frustration withhaving their telephone call transferred to another Customer Service Representative but the transfer wasnecessary to ensure that the Complainant was directed to the appropriate department for assistanceAs webelieve no further action is needed, Envision requests that this complaint be closed.Thank you,EnvisionPharmacies

To Whom It May Concern:Thank you for giving [redacted] LLC d/b/a EnvisionPharmacies (“Envision”), the opportunity to respond to this complaintEnvision has thoroughly investigated the allegations in Complaint and based on its review of the matter, has determined to grant the requested refund and credit the complainant’s account in the amount of $Envision attempted to the contact the complainant by telephone on 11/2/and 11/3/to inform them of the issued refund but was unable to reach the complainant on both occasions.As we believe that the complaint has been resolved to the complainant’s satisfaction, Envision requests that this complaint be closed.Thank you,EnvisionPharmacies

Thank you for giving Orchard Pharmaceutical Services, LLC (“Orchard”) the opportunity to respond to Complainant’s follcomplaint Complainant’s follresponse focuses on three customer service areas: (1) pharmacy verification of coverage; (2) processing time; and (3) interaction with pharmacy representatives Concerns and 2: Pharmacy Verification of Coverage and Processing Time As stated in our last response, our processing time is 24-hours for clean prescriptions, meaning that no additional information, clarification or contact is neededSince Complainant’s prescription did not qualify as a clean prescription, additional processing time was neededOnce processed and shipped, it takes up to 7-business days for the individual to receive the deliveryThese are processing and shipment times for a mail order pharmacy On October 26, 2015, Orchard explained that the prescriptions were noted in the system as being received, but they weren’t entered and, therefore, not yet able to be processedUpon receipt of a prescription, Orchard is able to confirm addresses and credit card information because such information is associated with the patient profile, not a particular prescriptionPlease note that Orchard verifies coverage during processingOrchard processed Complainant’s prescription the day after receipt and it is at that time that Orchard received a rejection for no coverageComplainant was advised that the processing time was 24-hours and the shipping time was 7-business daysOrchard did not find any discrepancies between what we have communicated in our previous response or in this response and what was communicated to Complainant over the phone Concern 3: Interaction with Pharmacy Representatives On November 2, 2015, Orchard notified Complainant that three of her medications would be shipped to her next day air at no additional cost, but one of the medications was not in stock and would be shipped UPS Ground once we received itOrchard can confirm that expedited requests are approved by our Quality Assurance team as mentioned by ComplainantOrchard explained to Complainant that she would not be charged the $for the Priority Shipping she’d previously requestedThis solution was agreeable to ComplainantOrchard also reviewed the notes for this call and the Orchard customer service representative (CSR) noted that she provided Complainant with a tracking numberWe apologize if Complainant believes that the CSR’s tone was not appropriate As previously stated, Complainant contacted Orchard with concerns regarding the invoices that were included in her orders Per her request, a statement of account has been mailed to her showing the charges, her payments, and her current account balance ($0.00) Thank you, Orchard Pharmaceutical Services, LLC [redacted] NORTH CANTON, OH

To Whom It May Concern: Thank you for giving Orchard Pharmaceutical Services, LLC d/b/a EnvisionPharmacies (“Envision”), the opportunity to respond to this complaintEnvision has thoroughly investigated the allegations in Complaint No [redacted] and has determined that the requested refund is not warrantedOur records indicate that the complainant made a monthly purchase of the medication at issue in the complaint (“medication”) from our specialty pharmacy from November through July The complainant was given notice of the cost of the medication prior to his out of pocket purchasesOn August 11, 2016, the complainant placed a call to Envision regarding the subject matter of this complaint and spoke to Envision’s Operations Supervisor (“Supervisor”)The complainant informed the Supervisor that he found the medication at a lower rate and requested a partial credit or refund for the difference in price on all of complainant’s previous purchasesIn response to the request, complainant was correctly informed that the price the complainant paid for the medication was near Envision’s acquisition cost and, therefore, Envision would not be able to provide the complainant a lower price for the medication nor issue a refund for any previously purchased medicationEnvision works diligently to ensure that its prices are competitive within the marketplaceHowever, as each drug’s acquisition cost varies from pharmacy to pharmacy, Envision is unable to make any representations or guarantees that Envision’s prices are the lowest prices available on the marketEnvision has no record and is unaware of such a representation or guarantee being offered to the complainant regarding the medication at issue or any other medicationBased on the foregoing, Envision has determined that a refund is not warranted in this caseAs we believe no further action is warranted, Envision requests that this complaint be closed

Thank you for giving Orchard Pharmaceutical Services, LLC (“Orchard”) the opportunity to respond to the aforementioned complaintIn order to maintain compliance with federal laws and regulations, the member must approve/request each prescriptionTherefore, when we received six (6) new prescriptions for the member, the prescriptions were processed and placed in an order for the member to be calledWhen an Orchard Customer Service Representative (CSR) placed an outbound call to the member to review the order, the member did state that Orchard called him “too early” because he still had a supply of the medicationThe order was deletedThe Orchard CSR added a note to the member’s file that we will profile all prescriptions we receive and the member will call if he needs themPlease note that the profile is completely electronic and does not involve any handwritten notesThe member also stated that he didn’t mind a call from Orchard if he initiated the fillUnfortunately, the note stating that the member would call for refills was overlooked on a subsequent call to the memberOrchard apologizes for this oversight but there was no “unethical or fraudulent manipulation” of the memberIf he stated he didn’t want the medication, he didn’t receive the medicationTo resolve this issue, Orchard has now taken the member’s phone number out of his profile and added the phone number to the “do not call unless member initiated” note in the member’s profileThis will prevent inadvertent callsAlso, none of the member’s prescriptions will be filled automaticallyWe believe that the actions taken by Orchard show its good faith in resolving the member’s complaintThe member mentions that he is disputing a charge of $but we have no record of any such dispute nor did he elaborate in his complaintIf the member has any additional issues regarding this matter, the member is welcome to call the Help Desk and ask for a Help Desk Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please Note: all times Orchard has listed are EST, I am in the Central time zone
The VERY FIRST thing ANY pharmacy verifies is COVERAGE Orchard neglected to do that. I received a new card from my insurance carrier (coverage did not change) due to my husband retiring, and my cost is now paid through *** I just cut up the old card as stated, not knowing a number had changedI had also spoken to *** (pharmacy Inscarrier) on 10/to verify that I had to use Orchard for mail order service, since I had major problems with them in the past (I did NOT make a written complaint to the Revdex.com that time; again, Customer Service problems.) When I talked to C.Son Monday 10/26, the C.SRep read off my prescriptions and told me the prescriptions are NOW in the hands of the pharmacist, which will take 24-hrsto be filled, and that they should be mailed out on Wednesday Since I was running low, I asked for them to be sent priority mail, and that I would pay the $shipping cost for this service to have them by Friday I then asked "do you have everything on me correct - MY INFO, credit card number, etc"? I was told YES I don't know HOW Orchard can state that the "weren't entered and not able to be processed" How could the REP have read them to me from her computer if they were NOT in the system? And why would she tell me they were in the hands of the pharmacist to be filled?? Everything nowadays goes by birth date - how many people in the system have my birth date, name & address? Something should have popped up in their system earlier than Friday, 10/30.The C.SRep on 10/TOLD ME that the - days time frame is what the US Postal Service tells them for delivery, NOT INTERNAL HANDLING OF PRESCRIPTIONS.When I spoke to the Director of Customer Service on 11/2, (*** **) asked me if I was informed that one of meds was NOT in stock - I was NEVER told this She did over-night of my meds that were available, along with a receipt showing that Orchard already charged me for the 4th medication, which I had not received (verified by my credit card company) I received the 4th Med on 11/or along with a bill showing I owed them $ I called the Director of C.S, ***, had to leave a message, and stated that since I had already paid for the 4th Med, that I wanted a hard copy sent to me stating that I owed them NOTHING.Orchard did not state in their letter to you about my being given a smart-aleck reply by *** C.S(which ***, C.SDirector agreed happened) on 10/, and *** promising to call me back with a tracking number(DID NOT HAPPEN) And, on 10/31, my being told (b* ***/ another Lead) that "in order for (your meds) to be shipped out over night, they have to be approved by "Quality Assurance FIRST", and that *** (/Lead) should have told you that". Yes, I have my meds; but, I WILL NOT deal with these people again I stand by my original complaint Orchard's Customer Service is horrible, and this is the second time I have had major issues with them. *** **
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***n

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
This is the most disorganized company that I have ever had the misfortune of dealing with and clearly they will not accept any responsibility for poor service on their part.I have no time or interest in helping them improve their business being they see no need for that on their part as evidenced in the responseIt's true, I became frustrated after being transferred a THIRD time and after giving the required personal information twice (Full name, date of birth etc.), but not true that I hung upI was disconnected after refusing to speak with a third employee and wanted to be re-connected to the secondWhen they said I am going to transfer you, I said NO, but she did it anyway. I will be looking for other options approved by my health insurance company for a professional pharmaceutical company with "personal service" and hopefully will never have to deal with Envision again, but want to thank the Revdex.com for their excellent work.Consider the matter unresolved to my satisfaction, but closed. Perhaps when their sales decrease they will hire a consultant to find out why vsjust listen to the customers that tell them how to improve where they need to and take that advice for free
Best Regards,
*** ***

To Whom It May Concern:Thank you for giving Orchard Pharmaceutical Services, LLC d/b/a EnvisionPharmacies (“Envision”), theopportunity to respond to this Complaint. Envision has thoroughly investigated the allegations inComplaint No. [redacted] and has prepared the following response to the...

complaint:For background, the Complainant is a patient of Enivision, a mail order pharmacy. Our records indicatethat the Complaint is referencing two separate medication orders placed by the Complainant with Envisionfor two different medications and therefore we will address each medication order separately to avoid anyconfusion.Medication #1On April 27 and May 3, 2017, Envision placed a telephone call to the Complainant to schedule delivery ofthe first medication (“Medication #1”). As there was no answer, Envision left a message on both occasionsrequesting that the Complainant call Envision back. On May 4, Envision received a telephone call fromthe Complainant to schedule delivery of the medication. However, as this particular medication requiresdelivery directly to the prescriber’s office, the delivery date needed to be scheduled directly with theprescriber’s office. In an attempt to schedule the delivery date, Envision placed a telephone call to theprescriber’s office on May 4, 5, and 8 but was unable to reach anyone. On May 10, Envision received areturn call from the prescriber’s office and scheduled shipment of Medication #1 for May 25. Our recordsshow that Medication #1 was shipped on May 25 and delivered on May 26. The delivery and delivery datehas been confirmed via the FedEx website.Medication #2As for the second medication (Medication #2), Envision received a telephone call from the Complainanton May 23, requesting that Envision contact the prescriber’s office for the prescription for Medication #2.On May 24, Envision placed a telephone call to the prescriber’s office and left a telephone messagerequesting that the prescription be sent to Envision. On May 25, the prescriber’s office sent the prescriptionfor Medication #2 to Envision. After reviewing the prescription, Envision determined that some informationwas missing and placed a telephone call to the prescriber’s office on May 25 and 26. On May 26, Envisionreceived a returned call from the prescriber’s office, at which time, Envision received the informationneeded to process the prescription. On June 2, Envision received a call from the Complainant to scheduledelivery of Medication #2 and as Medication #2 is a specialty medication, Envision transferred theComplainant to Envision’s specialty pharmacy division for assistance. It appears that during this telephone conversation, the Complainant became frustrated and disconnected the telephone call before a delivery date could be scheduled. On June 5, Envision placed to the Complainant to schedule delivery of the Medication#2 and the Complainant returned the telephone call and scheduled the delivery for the medication that sameday. The order for Medication #2 was shipped on June 6 and was delivered on June 7. The delivery anddelivery date has been confirmed via the FedEx website.Based on the foregoing, Envision has determined that both medications at issue in the Complaint weredelivered in a timely manner to the Complainant. We apologize for the Complainant’s frustration withhaving their telephone call transferred to another Customer Service Representative but the transfer wasnecessary to ensure that the Complainant was directed to the appropriate department for assistance. As webelieve no further action is needed, Envision requests that this complaint be closed.Thank you,EnvisionPharmacies

Thank you for giving Orchard Pharmaceutical Services, LLC (“Orchard”) the opportunity to respond to Complainant’s
follow-up complaint.
Complainant’s follow-up response focuses on three customer service areas: (1) pharmacy verification of coverage; (2)
processing time; and (3) interaction with pharmacy representatives.
Concerns 1 and 2: Pharmacy Verification of Coverage and Processing Time
As stated in our last response, our processing time is 24-48 hours for clean prescriptions, meaning that no additional
information, clarification or contact is needed. Since Complainant’s prescription did not qualify as a clean prescription,
additional processing time was needed. Once processed and shipped, it takes up to 7-10 business days for the individual to
receive the delivery. These are normal processing and shipment times for a mail order pharmacy.
On October 26, 2015, Orchard explained that the prescriptions were noted in the system as being received, but they weren’t
entered and, therefore, not yet able to be processed. Upon receipt of a prescription, Orchard is able to confirm addresses and
credit card information because such information is associated with the patient profile, not a particular prescription. Please
note that Orchard verifies coverage during processing. Orchard processed Complainant’s prescription the day after receipt
and it is at that time that Orchard received a rejection for no coverage. Complainant was advised that the processing time was
24-48 hours and the shipping time was 7-10 business days. Orchard did not find any discrepancies between what we have
communicated in our previous response or in this response and what was communicated to Complainant over the phone.
Concern 3: Interaction with Pharmacy Representatives
On November 2, 2015, Orchard notified Complainant that three of her medications would be shipped to her next day air at no
additional cost, but one of the medications was not in stock and would be shipped UPS Ground once we received it. Orchard
can confirm that expedited requests are approved by our Quality Assurance team as mentioned by Complainant. Orchard
explained to Complainant that she would not be charged the $7.00 for the Priority Shipping she’d previously requested. This
solution was agreeable to Complainant. Orchard also reviewed the notes for this call and the Orchard customer service
representative (CSR) noted that she provided Complainant with a tracking number. We apologize if Complainant believes
that the CSR’s tone was not appropriate.
As previously stated, Complainant contacted Orchard with concerns regarding the invoices that were included in her orders.
Per her request, a statement of account has been mailed to her showing the charges, her payments, and her current account
balance ($0.00).
Thank you,
Orchard Pharmaceutical Services, LLC [redacted] NORTH CANTON, OH

Thank you for giving Orchard Pharmaceutical Services, LLC (“Orchard”) the opportunity to respond to the aforementioned complaint. In order to maintain compliance with federal laws and regulations, the member must approve/request each prescription. Therefore, when we received six (6) new...

prescriptions for the member, the prescriptions were processed and placed in an order for the member to be called. When an Orchard Customer Service Representative (CSR) placed an outbound call to the member to review the order, the member did state that Orchard called him “too early” because he still had a supply of the medication. The order was deleted. The Orchard CSR added a note to the member’s file that we will profile all prescriptions we receive and the member will call if he needs them. Please note that the profile is completely electronic and does not involve any handwritten notes. The member also stated that he didn’t mind a call from Orchard if he initiated the fill. Unfortunately, the note stating that the member would call for refills was overlooked on a subsequent call to the member. Orchard apologizes for this oversight but there was no “unethical or fraudulent manipulation” of the member. If he stated he didn’t want the medication, he didn’t receive the medication. To resolve this issue, Orchard has now taken the member’s phone number out of his profile and added the phone number to the “do not call unless member initiated” note in the member’s profile. This will prevent inadvertent calls. Also, none of the member’s prescriptions will be filled automatically. We believe that the actions taken by Orchard show its good faith in resolving the member’s complaint. The member mentions that he is disputing a charge of $35.00 but we have no record of any such dispute nor did he elaborate in his complaint. If the member has any additional issues regarding this matter, the member is welcome to call the Help Desk and ask for a Help Desk Supervisor.

To Whom It May Concern:Thank you for giving [redacted] LLC d/b/a EnvisionPharmacies (“Envision”), the opportunity to respond to this complaint. Envision has thoroughly investigated the allegations in Complaint and based on its review of the matter, has determined to grant the...

requested refund and credit the complainant’s account in the amount of $25.00. Envision attempted to the contact the complainant by telephone on 11/2/16 and 11/3/16 to inform them of the issued refund but was unable to reach the complainant on both occasions.As we believe that the complaint has been resolved to the complainant’s satisfaction, Envision requests that this complaint be closed.Thank you,EnvisionPharmacies

To Whom It May Concern: Thank you for giving Orchard Pharmaceutical Services, LLC d/b/a EnvisionPharmacies (“Envision”), the opportunity to respond to this complaint. Envision has thoroughly investigated the allegations in Complaint No. [redacted] and has determined that the requested refund is not...

warranted. Our records indicate that the complainant made a monthly purchase of the medication at issue in the complaint (“medication”) from our specialty pharmacy from November 2015 through July 2016. The complainant was given notice of the cost of the medication prior to his out of pocket purchases. On August 11, 2016, the complainant placed a call to Envision regarding the subject matter of this complaint and spoke to Envision’s Operations Supervisor (“Supervisor”). The complainant informed the Supervisor that he found the medication at a lower rate and requested a partial credit or refund for the difference in price on all of complainant’s previous purchases. In response to the request, complainant was correctly informed that the price the complainant paid for the medication was near Envision’s acquisition cost and, therefore, Envision would not be able to provide the complainant a lower price for the medication nor issue a refund for any previously purchased medication. Envision works diligently to ensure that its prices are competitive within the marketplace. However, as each drug’s acquisition cost varies from pharmacy to pharmacy, Envision is unable to make any representations or guarantees that Envision’s prices are the lowest prices available on the market. Envision has no record and is unaware of such a representation or guarantee being offered to the complainant regarding the medication at issue or any other medication. Based on the foregoing, Envision has determined that a refund is not warranted in this case. As we believe no further action is warranted, Envision requests that this complaint be closed.

To Whom It May Concern:
Thank you for giving Orchard Pharmaceutical Services, LLC (“Orchard”) the opportunity to respond to the aforementioned
complaint.
After business hours on Tuesday, January 5, 2016, Orchard received three electronic prescriptions for Complainant. On
Thursday, January 7,...

2016, Orchard contacted and confirmed with the prescriber the days’ supply of one of the medications.
On Friday, January 8, and Monday, January 11, 2016, Orchard attempted to contact Complainant via phone regarding the
balance on her account. It is Orchard’s policy that if a balance is due over a certain amount, then we will contact the
individual before shipping the medication. Orchard also contacted Complainant via email regarding the order.
Several days later, Complainant contacted Orchard and the three prescriptions were reprocessed. We did uncover one
misstatement: Orchard Customer Service Representative (CSR) incorrectly stated that Complainant owed $98.88 when she
owed $93.88. Complainant paid for the medications but the order was flagged later that day by a pharmacist due to a dosage
issue. Orchard attempted to contact the prescriber on Monday, January 18, 2016, and Wednesday, January 20, 2016.
Orchard contacted Complainant on Thursday, January 21, 2016, to explain that we were waiting to hear back from the
prescriber. On that call, Orchard issued a refund of $55.00 for one medication, which included the extra $5.00 dollars
Complainant mistakenly paid. Please note that Complainant was transferred to a supervisor during the call. Due to the delay
involving the prescriber, Orchard shipped two of the three medications on January 22, 2016, after speaking with Complainant
on January 21, 2016. Typically, unless a prescription is a rush order, our standard practice is to keep the medications
together. However, we recognized that there had been a delay with this order and shipped a partial order.
Please note that our processing time of 24-48 hours is for clean prescriptions, meaning that no additional information,
clarification or contact is needed. In this situation, two of Complainant’s prescriptions were not considered clean
prescriptions and, therefore, Orchard needed additional time to process her prescriptions. Moreover, we attempted to contact
Complainant regarding her account fairly early on in the process.
Orchard is unaware of a National Pharmacy Registry but our CSRs attempted to explain to Complainant the status of her
medications during each call; however, Complainant frequently hung up on our CSRs, who we found were not rude or used
any derogatory language.
Orchard has noted in its system not to fill any prescriptions for Complainant.
Orchard believes that no further action is necessary and kindly requests that the complaint be closed.

Thank you for giving Orchard Pharmaceutical Services, LLC (“Orchard”) the opportunity to respond to the aforementioned
complaint.
On Friday, October 23, 2015, at 4:03pm, Complainant notified Orchard that she was having four (4) prescriptions faxed to us.
Complainant was advised that the...

processing time was 24-48 hours and the shipping time was 7-10 business days. That same
day, at 5:44pm, Complainant called to check on the status of her prescriptions and was told that we did not have the
prescriptions in the system. Complainant asked for the Orchard Customer Service Representative (CSR) to check in the back
and give Complainant a call back. At 6:07pm, Orchard called Complainant to let her know that Orchard was unable to find
her prescriptions and for Complainant to call back on Monday afternoon.
On Monday, October 26, 2015, at 4:46pm, Complainant called Orchard to inquire about the status of the prescriptions.
Orchard explained that the prescriptions were noted in the system as being received, but they weren’t entered and, therefore,
not yet able to be processed. The CSR confirmed Complainant’s payment and shipping information. Then the CSR explained
that, “it takes about a day or so to process them, so hopefully they’ll be ready tomorrow and shipped out tomorrow, but they
may not be shipped out until Wednesday and then it’s the 7-10 business day shipment from there, which is what the U.S.
Postal Service guarantees.” On October 27, the following day, Orchard tried to process the prescriptions and received a
rejection of “NO COVERAGE.” On October 30, Orchard notified Complainant that we tried to process her prescriptions but
received a rejection that her coverage had been terminated. Complainant provided the updated insurance information at that
time. On November 2, Orchard notified Complainant that three of her medications would be shipped to her next day air at no
additional cost, but one of the medications was not in stock and would be shipped UPS Ground once we received it. Orchard
also let Complainant know that Complainant would not be charged the $7.00 for the Priority Shipping she’d previously
requested. This solution was agreeable to Complainant. As of today, Complainant is in receipt of all four (4) medications.
To address Complainant’s first and third issues, please note that our processing time of 24-48 hours is for clean prescriptions,
meaning that no additional information, clarification or contact is needed. Once processed and shipped, it takes up to 7-10
business days for the individual to receive the delivery. These are normal processing and shipment times for a mail order
pharmacy. In this situation, Complainant’s prescriptions were not considered clean prescriptions and, therefore, Orchard
needed additional time to process her prescriptions. Orchard believes it was open and upfront about its processing and
shipping times with Complainant. As for the second issue, we sent the medications overnight to Complainant at no additional
charge.
Additionally, in the time since Complainant initially submitted her complaint, she’s contacted Orchard with concerns
regarding the invoices that were included in her orders. Per her request, a statement of account has been mailed to her
showing the charges, her payments, and her current account balance.
Orchard believes that it has resolved the complaint to Complainant’s satisfaction and kindly requests that the complaint be
closed.
Thank you,
Orchard Pharmaceutical Services, LLC
[redacted]., NORTH CANTON, OH