After reading the complaint and researching the case, we found the person referred to by the complaining patient is not one of our employeesWe have no record of a person named [redacted] ever been employed by ForaCare in the customer service capacityWe did, however, have a record of the complaining patient reaching out to us for a reference to call in order to get a supply of strips covered by her insuranceWe referred the patient to Althea, the distributor of our testing strips for the particular meter the patient was usingThis is the only call logged in our system from the complaining patientPlease see attached copy for detailsPlease understand the exchange the patient experienced and complained about took place with a company unrelated to ForacareForaCare is limited to supplying wholesalers like Althea with product to distribute directly to patientsForaCare does not deal with the general public and has no control over a wholesalers process of managing their business or their customer service practicesHowever, in a good-faith effort to bring a higher degree of customer satisfaction and awareness to the wholesaler in cases like this, we will conduct our own internal investigation and proceed to discuss better customer service practices with the wholesaler in question in order for such occurrences not to happen againPlease feel free to call us directly at the number below should you require additional informationBest Regards, [redacted] ***, Service manager
Thank you very much for following up with the above described complaintOnce again, this customer misunderstood the source of her complaintForaCare as the manufacturer does not distribute or send supplies directly to end-users such as this customer, because we are not setup to bill any insurance or government programWhen we receive calls about supplies, we had to refer patients to our supplier, a third party distributor, for any additional supplyOur in house customer service team handles problem related to product defects or how to useOnce the patients are referred, we had no control on how the supplier managed their customer Service flowWe can only encourage them or suggest them to improve but cannot enforce itIn fact, right after we sent out last letter, we had our internal customer service team member (Medardo) reached out to the customerEnclosed please find the detail report documented in our CRM systemIt sound from the customer that she understood the situation and we have forwarded her to another supplier whom we believe will have much better reputation with more reliable and timely customer serviceWe however understand that we are still responsible for which distributors we chose, so the customer might be happy to know we have discontinued further business transactions with that particular supplierWe invite you or the customer to call our internal customer service team (toll-free#888-307-8188) directly to answer any additional questions she may have or you may haveWhen you do call, please refer to our internal
After reading the complaint and researching the case, we found the person referred to by the complaining patient is not one of our employeesWe have no record of a person named [redacted] ever been employed by ForaCare in the customer service capacityWe did, however, have a record of the complaining patient reaching out to us for a reference to call in order to get a supply of strips covered by her insuranceWe referred the patient to Althea, the distributor of our testing strips for the particular meter the patient was usingThis is the only call logged in our system from the complaining patientPlease see attached copy for detailsPlease understand the exchange the patient experienced and complained about took place with a company unrelated to ForacareForaCare is limited to supplying wholesalers like Althea with product to distribute directly to patientsForaCare does not deal with the general public and has no control over a wholesalers process of managing their business or their customer service practicesHowever, in a good-faith effort to bring a higher degree of customer satisfaction and awareness to the wholesaler in cases like this, we will conduct our own internal investigation and proceed to discuss better customer service practices with the wholesaler in question in order for such occurrences not to happen againPlease feel free to call us directly at the number below should you require additional informationBest Regards, [redacted] ***, Service manager
Thank you very much for following up with the above described complaintOnce again, this customer misunderstood the source of her complaintForaCare as the manufacturer does not distribute or send supplies directly to end-users such as this customer, because we are not setup to bill any insurance or government programWhen we receive calls about supplies, we had to refer patients to our supplier, a third party distributor, for any additional supplyOur in house customer service team handles problem related to product defects or how to useOnce the patients are referred, we had no control on how the supplier managed their customer Service flowWe can only encourage them or suggest them to improve but cannot enforce itIn fact, right after we sent out last letter, we had our internal customer service team member (Medardo) reached out to the customerEnclosed please find the detail report documented in our CRM systemIt sound from the customer that she understood the situation and we have forwarded her to another supplier whom we believe will have much better reputation with more reliable and timely customer serviceWe however understand that we are still responsible for which distributors we chose, so the customer might be happy to know we have discontinued further business transactions with that particular supplierWe invite you or the customer to call our internal customer service team (toll-free#888-307-8188) directly to answer any additional questions she may have or you may haveWhen you do call, please refer to our internal