International Towing & Recovery Corp.

Complaint: [redacted]
I am rejecting this response because:
I feel that this is completely unsatisfactory. I am not willing to accept one month’s dues as repayment for two years of $35 per month taken out of my checking account for a subscription that I did not authorize. I intend to fight this for as long as I have to, even if I have to file a suite against this company. They are leading people to believe that they are paying for a prescription when it is actually a subscription.
Regards,
[redacted]

Thank you, [redacted], for taking the time to bring this truly unpleasant experience to our attention.  It is discouraging to hear you are less than 100% satisfied with our membership services.After reviewing your account, I do see that you enrolled in our membership program the end of March. ...

At that time, we were told you did not have any type of health insurance.  One of the pharmaceutical companies we wanted to enroll you in (for the [redacted]) does not accept anyone with any type of insurance.  I apologize, those procedures are set down by the pharmaceutical companies themselves, and not by SCBN. We were unaware you were having difficulty with your provider, as our phone calls were not returned.  On May 27, we did receive a call back and you let us know your provider still had the forms. We finally did receive the forms on 06-15-2015.  It was then we were informed that you had purchased insurance. The assistance for the [redacted] was removed from your account immediately.  I do see the application for the [redacted] has been processed and sent to the pharmaceutical company, as of 06-23-2015.  It can take them up to 10 days to process and ship that medicine directly to your providers office.We would like the opportunity to speak with you and do our best to make this right.  Please give our office a call at [redacted], Monday through Friday 8 am to 5 pm, Central Time.Thank you again for your honest feedback and we look forward to hearing from you soon!Kind regards,Member ServicesSCBN

Complaint: 1[redacted]
I am rejecting this response because: The offer of 4 free months is not acceptable to me because I do not qualify for the program due to not being in the doughnut hole as required. I mistakenly believed I was when I applied for the program. My copay was $45.00 per prescription per month and now it is $250.00 per prescription per month. I could not get an answer why from the insurance company so I called the pharmacy and they told me its probably because I was in the doughnut hole. That is why I thought I was. That is when I called SCBN, they told me they could get my medicine for $25.00 a month per prescription.  I didn't realize that, that was just SCBN's  monthly charge  just for their service and not including the medicine. I have had 5 major surgery's. I have had diabetes since the 80's. I have been hospitalized near death twice due to diabetic comas. I had a toe amputated in 2015 due to gangrene from the diabetes, that resulted in 2 surgery's. I also have heart disease which led to a triple bypass surgery. I have a vascular disease resulting in 2 angioplasties and recently just had a stint in one leg. That is why I desperately need my medicine but I have had to do without because I can not afford my medicine. One of the forms I got from your business said it was required that I show proof that I am in the doughnut hole, failure to do so would result in me not qualifying for the program. Therefore, I thought that was the end of it, I thought I was out of the program and didn't qualify so did not believe I was going to continue being charged. I did not realize that SCBN felt they had the right to withdraw money from my bank account, I want a detailed accounting showing what my $250.00 was spent on, I did not receive any service or any medicine. So what exactly did I pay for?? I feel like this is a scam to low income seniors because I've seen several reports of others complaining, I sent no written authorization for SCBN to withdraw $50.00 a month from my bank account. I didn't even realize this until December when I had got an overdraft, which I should have given a closer look the other months. I would like a refund of the $250.00  that they withdrew from my bank account without my knoweldge, also I would like my $33.00 overdraft fee back. 
Regards,
[redacted]

Dear [redacted],I have further reviewed this account.  I do see that we did attempt, via telephone, and email to contact you on several occasions.  The application was sent to your home address.  This particular pharmaceutical company does not require a physical prescription.  It is included on the application.  Again, I am sorry for any inconvenience and confusion this has caused.  Please verify with your financial institution that the refund was processed.Sincerely,Member ServicesSCBN

Dear Ms. [redacted],I understand your frustration with this process, however, as I have stated in previous responses, in order to receive a full refund, please return the original, unused application for the medication and patient assistance program.  This is our work product that was prepared for especially for your Mother.The document you sent back to us was a copy of a prescription request and not the original, unused application.  If you have any further questions, please call our office at [redacted].Sincerely,Member ServicesSCBN

Dear Mrs. [redacted],I want to thank you for bringing your concerns to our attention.  I sincerely apologize for any inconvenience and frustration this has caused you.  I have reviewed your husbands account and the information relayed to you in each of the telephone calls.First, let me say,...

Prescription Lifeline does not sell or ship medications.  We are a prescription advocacy service and we assist our members to enroll into patient assistance programs.  The service fee we charge, on a monthly basis, is to process all your paperwork in a timely manner and correctly, the first time.  This reduces the chances of being delayed or denied by the programs.  Our members find our services invaluable.  Without it, they would not be able to receive their costly medications.Further, we communicate directly with the various programs, place all refills before medication runs out, and we make sure you have the tools to re-apply each year.  We constantly update our database of information, as new guidelines from the companies are initiated.While it is true that some leg work is done by you, it is due to the regulations of each company.  We simply cannot sign the forms on the providers behalf, or attend any appointments with you or your husband, to get paperwork signed by your doctor.  We do pre-populate as much information on the applications, as possible, to reduce what needs to be filled out by you.  I am sorry if that was misunderstood at the beginning.  Further, the six week time frame to receive medications is an average.  The sooner we receive back all paperwork from our members, the sooner it can be sent to the program and processed.In regards to your request for a refund, it is explained in the recorded calls that the initial $50 administrative fee is non-refundable. However, as a courtesy to you and your husband, once we receive the entire New Member Kit back, complete and unaltered, I will refund the $115.00 to your account.To date, you have not returned the New Member Kit to our office.  Please do so today and once received, I will issue a full refund of $115.00.With warmest regards,Member ServicesPrescription Lifeline

Dear [redacted],I am so sorry for the frustration you have felt during this process.  I have been in contact with the pharmaceutical company regarding your enrollment and have been assured that your shipment will arrive tomorrow, for a 90 day supply.I would be happy to discuss this with you, by...

phone.  My name is Robin Farmer and I am the office manager.  Please call me at ###-###-####, so that I can provide details.  I look forward to hearing from you soon.Warm regards,[redacted]Member ServicesSCBN

Dear Mr. [redacted]Thank you for allowing me to address your concerns regarding your membership.  I have reviewed your account and I do see that we have been in contact with you, in order to assist you with the pharmaceutical company patient assistance program.In order to be considered for a full...

refund, as per the membership agreement, please return the entire New Member Kit, including original, unaltered application.  Once received, we will issue a full refund to you.Sincerely,Member ServicesSCBN

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, the membership is not in my name it is in the name of my daughter  they are aware of this so idk why they are trying to act as if they are not we still have the membership kit with the membership ID attached as well the membership is in the name of my daughter [redacted] she spoke with them yesterday as a matter of fact to confirm that they in fact cancelled her membership the money is coming out of my account because I am the one that takes care of her financially, they sent a confirmation email to her yesterday confirming the membership cancellation, as I stated if you all would like proof then I would gladly send it to you all as attachments with no problems at all. I just would really appreciate if they would reimburse me the money they took from my account because my daughter never received medications from them for those following months yet their advocate stated that her medications get refilled every 7th of the month when she asked them when is she supposed to receive refills because she was running out of the ones they sent her in May. I am thinking this is because they claimed they received and processed the paperwork on the 7th of April according to the tracking information on their support website. this is the third or forth time I have asked you all to contact me so we can discuss this like mature adults as Bob changed the number from the [redacted] number if you could please call either [redacted] or [redacted] my daughter and I would greatly appreciate it!
Regards,
[redacted]

Dear Mr. [redacted],I wish to apologize for any inconvenience this has caused you.  I did review this account and I do see that we have received back the New Member Kit and a refund in full is due.  Please allow time for your financial institution to process the request.Sincerely,Member...

ServicesSCBN

Dear Ms. [redacted],First, let me apologize for the inconvenience this has caused you.  We take this matter very seriously and have used this opportunity to ensure our training procedures are at the highest level.I have refunded the $85 to your account.  Please allow time for your financial...

institution to process the request.Sincerely,Member Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I had spoke to the company before I wrote you. I told them the paperwork had private information on it and it had been shredded. There were about 5 pieces of paper in that folder. We have mailed the remaining paperwork back with the folder. They cannot keep our $85.00 for the 4 pieces of papers that were in there. That is robbery. It is absurd. I want my money back. I will send this to the Attorney General's office. They are preying on people with cancer. How can they look at their self in the mirror? I won't stand for this.
Regards,
[redacted]

Dear [redacted],Thank you for bringing your concerns to our attention.  I have reviewed your account and it appears that on 03/01/2016, you spoke with one of our representatives at 1:39 pm, and at that time you were informed once you returned the entire New Member Kit, unopened and unused, you will...

be eligible for a refund, of the first months membership dues ($35.00).  The $50 is a non refundable administration fee, as explained in the two separate welcome calls with Roberto and [redacted].Your membership was established on 02/19/2016 and you requested to cancel your membership 03/01/2016, well outside the three day scope for a full refund.  As you pointed out, you must cancel your membership prior to your New Member Kit being prepared (it was prepared on 02/22/16), or within three days of signing up for membership.  Since you enrolled on 02/19/16, three days is 02/22/2016.  I apologize for any confusion this has caused you.  Please return the entire, unused work product (New Member Kit), along with all documents included, and I will refund your first months membership dues of $35.  However, the New Member Kit, in its entirety must be received by 03/07/16. Kind regardsMember ServicesSCBN

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because I would like the Revdex.com to keep this matter open until I receive my medication.  I am concerned that if I accept a response prematurely, the Revdex.com will close their file on it and considered the matter resolved.  I will not consider the matter resolved until I receive my medication.I do, however, appreciate Ms. [redacted]'s prompt responses and ask that she continues to monitor this case until it is resolved.  From this point on, I will only be communicating with [redacted] regardless of which representative answers the phone when I call.  What has made this matter so disturbing to me is that I've been dealing with no less than twelve people since this matter began and no single one of them has ever seen anything through to completion.  I have been told by several people that I was going to be called back and only one of them ever did.  I would like to recommend to SCBN that if they ever hope to be able to achieve the "stellar customer service" they speak of, they need to assign one advocate to each case and that advocate needs to take ownership in and be responsible and accountable for bringing that case to conclusion.  It is impossible for numerous people to handle the same file and expect any of them to stay on top of everything that is going on.  I've spoken to several representatives at SCBN who had absolutely no idea what another representative has said or done on the case previously.  In many instances, they weren't even able to interpret the notes that someone else had made on the file.  This prolonged the delays even further.   I look forward to Ms. [redacted] and [redacted] taking a personal interest in my file and keeping on top of it until I receive my medication.  Thank you.  [redacted] 
Regards,
[redacted]

Dear Ms. [redacted],Please note, as discussed with our staff, your refund has been issued.  Please allow time for your financial institution to process the transaction.  If you have any further questions, please let our office know.Kind regards,Member Services

Dear Ms. [redacted],Thank you for taking the time to bring this to our attention.  I am truly sorry for the inconvenience you have experienced.  It is discouraging to hear that you feel you did not receive complete satisfaction from SCBN.I have reviewed your account thoroughly and listening to...

the original welcome call and reading the notes, I do see that we applied you for your Low Income Subsidy during the welcome call with our representative.  We were aware that you did have prescription coverage, and the pharmaceutical company we were applying you to allows people with insurance to receive help.  However, they do not allow people with Low Income Subsidy approval to be enrolled in their program. At the time you joined our membership program, we were unaware that you had the "LIS", and once the letter from Social Security was received in our office, we did cancel your account and contact you immediately.  You previously requested your first month's membership dues refunded.  I will honor that request as a gesture of good faith.  Please allow time for your financial institution to process the transaction.If you would like additional assistance or have any questions for our office, please call 866-722-6479, Monday through Friday 8 am to 8 pm, Central Time.SincerelyMember ServicesSCBN

Dear Ms. [redacted],We did receive your New Member Kit returned to our office.  A refund has been issued.  Please allow time your both the financial institutions to process.Kind regards,Member Services

Complaint: [redacted]
I am rejecting this response because: The refund of one month's theft by them offered is ridiculous and accepting any offer of service by an outfit that is so unscrupulous and untrustworthy as this one has proven to be would be foolhardy.  I have no intention and should not be required to deal with already proven crooks.
Regards,
[redacted]. [redacted]