International Towing & Recovery Corp.

Dear ***,Thank you for bringing your concerns to our attention. I apologize for any confusion and misunderstanding regarding the membership and the regulations. I have reviewed your account and I would like to address your concernsSCBN is a membership program. We assist our
members by helping them enroll in various pharmaceutical company patient assistance programsIn your New Member Kit, we did request a day supply of the controlled substance with one refill (as per the patient assistance program guidelines). However, if you provider was only willing to write one month at a time, that would have been accepted. That was explained on 09/20/2016. You requested that medication be removed for assistance, and we did so immediately. Furthermore, your draft was held for one month, due to the provider holding up the paperwork.The ongoing drafts are so that we can continue to process your account, and work on your behalf. In the state of Texas, where we are located, verbal consent is legal and accepted. At this time, no refund is warrantedIf you wish to contact our office to further discuss your concerns, or to continue your membership, please call ###-###-####, Monday through Friday, am to pm, Central Time. One of our highly trained advocated will be able to assist you.Kind regards,Member ServicesSCBN

Dear Mr***,I apologize for any inconvenience and confusion this has created. I have reviewed your account and it appears you are in contact with our office and wish to continue your membership. Please contact our office at ***, Monday through Friday, am to pm, Central
Time.I will also let one of our advocates know and call you immediatelyI would love for you to allow us to make this right with you and help you obtain enrollment in the pharmaceutical company.Kind regards,Member ServicesSCBN

Dear *** ***,Thank you, *** ***, for taking the time to bring this truly unpleasant experience to our attentionIt is discouraging to hear that you were not completely satisfied with your experience with SCBNAfter review of your account, I see that we have received the entire
New Member Kit back in our office. I will issue the refund of the additional $to your primary account on file. Please allow time for your bank to accept and credit your account.Again, I apologize for any inconvenience this has caused you.Kind regards,Member ServicesSCBN

Complaint: ***
I am rejecting this response because :No one ever told me I needed to have the prescription faxed...not until yesterday I was told repeatedly that I hadn't returned paperwork from my DrI was never told I was approved until after I canceled SCBNs serviceI just do not see how they can charge me for two months when they had done nothing for me except tell me that I hadn't sent in the papersThey kept putting all the blame on me...making me sound irresponsibleI done everything they wanted...yet there was always something else they neededThey wanted things that were never mentioned beforehandThe things they told me over the phone to get me to sign up were not what the same as what's said in the packet of information they sentThey requested things not mentioned on the phone or in packetIt was all very deceptiveI stand by my belief that I am entitled to a refund since nothing was ever resolved no matter what I sentThe disrespect they showed me by claiming I didn't send in things that I had...is unacceptableI think it's odd that the papers from my Dr that they repeatedly said I hadn't sent is now in their possessionI done everything they wanted yet they didn't hold up their end.
Regards,
*** ***

Dear Ms***,We have received a copy of your comments that were filed with the Revdex.com and sincerely apologize for any inconvenience this may have caused.Select Care Benefits Network prides itself on our commitment to provide our members with the highest level of satisfaction
possible. We sincerely regret any unpleasant experience that may have occurred to detract from our level of service.I have tracked your package, and it appears it was delivered on 04/11/15. Please see the following delivery information from the USPS:Your item was delivered at the front door or porch at 10:am on April 11, in *** ** ***.If you still have not received it, please call our offices as soon as possible, so we may further assist you.Sincerely,Member ServicesSCBN

Complaint: ***
I am rejecting this response because:they have dollars of my money and l have received anythingfor it.*** ***
Regards,
*** ***

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

Dear Mr***,I have received a copy of your concerns and I would like to sincerely apologize for the inconvenience. I have reviewed your account, and I have assigned it to another advocate. She will be calling you today. I will use this as a teaching tool and determine where
additional training is necessary for our company. Again, please accept my apologies and allow SCBN to make this right for you and provide you with the stellar customer service we are certainly capable of.Sincerely,*** ***Manager/SCBN

Dear Mr***,Thank you for bringing your concerns to our attention. I am very sorry that you were not completely satisfied with our services. I have reviewed your account and I do see that we have tried several times to reach out. We have been unable to contact you at the
numbers listed.However, we would be glad to assist you in obtained the medication through the pharmaceutical company. If you would still like our services, I can offer two months free service. Please call our office at ***, Monday through Friday am to pm, Central Time.Sincerely,Member ServicesSCBN

Dear Mr& Mrs***,I have received a copy of your comments filed with the Revdex.com. Unfortunately, I did not receive the attachments. However, I thank you for bringing this matter to our attention. It is discouraging to learn that you had an unpleasant experience with our
company. That is most certainly not our intention. I have reviewed your account and it appears that services for Mr*** were performed and the applications for both the Depakote and the Sutent were sent to the respective pharmaceutical companies. However, since Mr*** was taken off the one medication by his physician, I will issue a refund for that service charge of $35.00. Please note, as we explained in the welcome call and the Membership Agreement, you are not paying for medications, rather for our services.If you find you need assistance with anything in the future, please do not hesitate to contact our office. I will issue the refund, please allow time for your bank to accept the transaction.With regards,Member ServicesSCBN

Dear ***,Thank you for your feedback and bringing your concerns to our attention. I sincerely apologize for any inconvenience this has caused you. I have reviewed your account and I do see that when you enrolled with us for your membership, you informed us that you were in the
"coverage gap" with your Medicare Part D prescription coverage. We enrolled you, based on that premise. Unfortunately, once the pharmaceutical company, that provides the insulin, did their own benefit investigation, it was discovered that you were in the catastrophic phase of your Part D plan. The pharmaceutical company only assists those in the coverage gap. Therefore, they denied your application for assistance.As a gesture of good faith, I am refunding your membership dues of $to the account we have on file. In regards to your concern about your personal information, please rest assured that all information you provided to us was sent to the pharmaceutical company via secure measures. We do not have any physical paperwork in our office.If you have any other questions, please do not hesitate to contact our office at ***, Monday through Friday am to pm, Central Time. Please allow time for your financial institution to process this refund.Sincerely,Member ServicesSCBN

Dear Ms***,I understand your concern regarding the time frame for the medication to arrive, however, this was explained in the initial welcome call. As I noted previously, you are now enrolled in the patient assistance program and will receive a full year of your medication. According to the pharmaceutical company, you have already received your first day shipment.Your membership with SCBN has been canceled and no further drafting will be done. We sincerely apologize for any inconvenience this has caused you. If you would need assistance in the future, please do not hesitate to contact our office. We do feel that a refund is not warranted at this time, since we were able to complete the enrollment process for you.Thank you,Member ServicesSCBN

Dear Ms***,Your comments regarding your concerns with SCBN are very important to us. SCBN wants all of our members to experience excellence in customer satisfactionFirst, let me apologize that you did not have that experience.I have reviewed your account and I do see that you have
spoken with two of our advocates recently and they have explained that the initial denial is part of the process with this particular pharmaceutical company and their patient assistance programI am sorry if this was confusing to you, and I will certainly review how this information is presented to our members. I would love to be able to continue helping you and explain in more detail, the one step left in this process in order to complete the process with the pharmaceutical company. Please call our office at *** Monday through Friday, am to pm, Central Time and speak with any of our advocates.Kind regards,Member ServicesSCBN

Complaint: ***
I am rejecting this response because: I will not need the assistance of SCBN because my doctor will be putting me on a different medication which will be more cost effective for me I would like a refund of my money, please I was told by Audrey in my initial conversation that I would be able to get my two months of $back totaling in $ Please send me that refund and I will not pursue legal action
Regards,
*** ***

Dear ***,Per our bank the refund was accepted by ***'s bank on 05-15-2015. You will need to contact them for further information.Thank you,Member ServicesSCBN

Dear Ms***,I am in receipt of your concern and I thank you for bringing this to my attention. Our intention, at SCBN, is to make sure that all our members experience excellent customer service. I sincerely apologize that this was not your experience.I have reviewed the account and
the telephone calls and I am issuing you a refund of $120.00. Please allow time for your financial institution to process the transaction.Kind regards,Member ServicesSCBN

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

Thank you, ***, for taking the time to bring your honest feedback and concerns to our attention. It is very discouraging to hear that you are less than satisfied with the services provided to you.I have reviewed your account and it does appear that you were able to be enrolled, with the
forms and documents we prepared especially for you, in the pharmaceutical company patient assistant programs. It appears you have received a day shipment as recent as 09-19-2015. Furthermore, as a gesture of good faith, we did issue a refund of $to you on 10-29-and that has been received and processed by your financial institution.SCBN understands that, for some of our members, monthly fees may be difficult to maintain. We also offer a program whereby we may be able to decrease your monthly membership dues, while we are still able to maintain your membership and the benefits it provides. If you would be interested in this, please feel free to call our office, Monday through Friday am to pm, and one of our personal care advocates will be able to assist you.Sincerely,Member ServicesSCBN

Complaint: ***
I am rejecting this response because:it was not told me the was non-refundableAlso, I have days to get the kit back to your company per your literaturedays from 2/19/is 3/20/I don't know how 3/7/is the due date, that's not even days from 2/19/Again I'm experiencing a change of what's in your own literature which makes your business practices suspect
Regards,
*** ***

Dear Ms***,Thank you for bringing your concerns to our attention. I apologize for any inconvenience you have experienced. I have reviewed your account and the notes and conversations with our advocates. As you are aware, SCBN is a monthly membership program. We do not
sell or ship medication. We assist you in enrolling into the various pharmaceutical programs and their individual patient assistance programs. For many of these, the medications are free. However, for generic medications, there is a fee associated with the supplies. For those, we use a portion of your membership dues to pay those programs.It appears that we have been successful in your enrollment with the different patient assistance programs and we did submit the fees for your generic medications. It was as a direct result of our advocacy that you were enrolled in these programs and no refund is warranted at this time.If you have further questions or concerns, please do not hesitate to contact us at your convenience. Our office number is ###-###-####, Monday through Friday, am to pm, Central Time.Sincerely,Member ServicesSCBN