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NuCare Pharmacy & Surgical Reviews (6)

Hello, my name is [redacted] , I am one of the co-presidents at NuCare Pharmacy & Surgical, and I am writing in response to the customer complaint that was filed with the Revdex.com The complaint ID #: [redacted] NuCare Pharmacy & Surgical, is a full service retail pharmacy and Home Medical Equipment provider We are incorporated in the state of New York, and have been servicing the community and surrounding areas for the past years We have been in this industry for over years and currently operate out of different locations The complaint that was filed was not for a customer/patient that was paying for items I work in an industry where a majority of the work we do (the payments we receive) is done through the customers/patients insurance Because there is a third party payer of these items we are sometimes hand cuffed by what we can do and when we can do it by the patients insurance In this specific case, Nucare was introduced to this patient, because we happened to be a contracted, licensed provider for her insurance This patient came to us in May of with a prescription that was written by her doctor for her son Before we can dispense anything to the patient, we must get an approval from the patients insurance in order to help ensure that we will be properly compensated When we first contacted her insurance, they requested letters of medical necessity and medical charts to indicate that there is a medical need for the items that are being written for and that the doctor is not writing a prescription for no other reasons We had gone back and forth with the doctor’s office to get the proper documents and finally in the month of June we received a month authorization Which means we have the ability to dispense the item once every days We dispensed immediately afterwards in June, and again in July, via [redacted] (who sometimes does not require signatures) In August we received a call from the patients mother, stating that her child’s formula has been changed and her doctor’s office will be sending in a new prescription, which would require a new authorization from her insurance On August [redacted] 2015, we received the new prescription and fax everything into her insurance company again We have all the documents on file to prove as such In the following week the patients mother called in to check the status of the new authorization request, she spoke with one of our Customer Service reps who was able to login into her insurance company’s website and check the status of the New auth What the representative saw was the original approval from June and thought the new request from August was approved, when in fact it was not The turn-a-round time for an authorization request is anywhere between -weeks, however the patients insurance company, who acknowledges that they are backed up with request, are taking longer than normal Being that the representative saw an approval, granted the wrong one, she agreed to and did send the patients formula out in August as normally scheduled At that point the patient received everything in the time frame that she was supposed to My company has a team of people that strictly works on new authorizations with various insurance companies, the whole time through this group was continuing to work on the NEW auth request from August Here is where the issue comes into place, in September when the patients mother called in for her refill the correct information was given to the mother Her new request had still not been approved In fact the August delivery that went out should not have The problem being that her insurance company at this point still did not approve the new request from August In fact her insurance company again asked us to fax all the paper work again for a third time So I could understand the patients confusion that why is this coming up now, in September, and not in August? Why was she sent her August delivery when her insurance company had still not approved it? All valid questions, but even though we did not have a NEW auth, we still sent an August order Wrong or right, the patient still got what she needed in a timely manner, and the whole time my authorization team was continuing to work on the new request with her insurance After the mother was explained this several different times by several different customer service reps, it was something that she could not understand, and screamed and cursed everyone of my employee repeatedly I was findly brought into the equation and made every attempt to explain things to her and what needs to be done at that point and she screamed and cursed me out as well After reviewing the entire situation and trying to remain sympathetic to the situation at hand, this formula is for a child, I decided to send the patients formula out without any authorization Even though the issue resides with the patient’s insurance, I called the mother to inform her that we will be sending out a September order for her without any approval from her insurance Please also take into consideration that the September conversation with the mother was going on since the beginning of the month, and the August supply was delivered to her on August ***, so technically she is not due for a refill until September *** The mother continued to curse me out, and insist that any issue here is with my company, she continued to curse, scream and demean everyone here I called the mother again, and told her that I will special order a partial amount of her sons formula and it will be coming in approximately 6:30pm and will have it delivered within the hour soon after we receive it The balance to be delivered in full the following day via *** The order came in that evening at 6:30pm and we immediately sent one of our own drivers (not ***) to deliver the supplies The driver arrived at the patients home at 7:20pm, and was told to wait a half hour while she puts her son down to sleep When we do deliveries with our own drivers they DO require signatures My driver has many other deliveries to do, and being that this was an urgent situation I advised him to give her minutes and ring the bell again to see if she will open the door He proceeded to do so and she came over the speaker and told the driver to leave the supplies at the door, he explained she needed a signature I had instructed the driver to continue on to his route and I will call the mother back again on my cell phone and discuss with her At approximately 7:45pm the mother called my store and was completely abusive, yelling and screaming that she will not stop calling until she gets me to call her Which I did, she demanded that I call my driver and have him go back with the delivery again, the whole time through screaming and yelling and being very abusive The driver went back and delivered her the order, but not before screaming and yelling at him as well I got on the phone with mother who then threaten to sue my company For what I am not sure, because she had gotten everything she needed it when she needed it, and received her September order days early with no approval from her insurance, but she continued to be abusive yell and scream, and refused to reach out to her insurance company, and hung up on me The following day she received the balance of her September order in full That is the last time I spoke with her Till today .we DO NOT have an authorization for her new order we have obviously already dispensed her childs formula, which I was well within my rights to NOT do since we do not have an authorization to do so from her insurance, and as of right now my company will not be paid for the September order that we delivered That is where we currently stand We are continuing to keep her insurance company involved in this matter, as well as her doctors office I have instructed my staff to only go after a month authorization for the order we dispensed in September and have expressed to her insurance that it would be best at this point to try and go through another provider At the end of the day we have gone above and beyond for a patient that has no gratitude and does not understand the chain of events, or how insurance companies work She has received her supplies from us every month on a timely manner (and early for September), and I can truly say that we have done nothing wrong The mother is completely abusive and we will choose to not work with her anymore If you have any further questions or concerns, relating to this matter please feel free to call, mail, or email me Kind Regards [redacted] NuCare Pharmacy & Surgical [redacted]

Hello, my name is [redacted], I am one of the co-presidents at NuCare Pharmacy & Surgical, and I am writing in response to the customer complaint that was filed with the Revdex.com. The complaint ID #: [redacted]
"margin-bottom: 0.0001pt;"> NuCare Pharmacy & Surgical, is a full service retail pharmacy and Home Medical Equipment provider. We are incorporated in the state of New York, and have been servicing the community and surrounding areas for the past years. We have been in this industry for over years and currently operate out of different locations. The complaint that was filed was not for a customer/patient that was paying for items. I work in an industry where a majority of the work we do (the payments we receive) is done through the customers/patients insurance. Because there is a third party payer of these items we are sometimes hand cuffed by what we can do and when we can do it by the patients insurance. In this specific case, Nucare was introduced to this patient, because we happened to be a contracted, licensed provider for her insurance. This patient came to us in May of with a prescription that was written by her doctor for her son. Before we can dispense anything to the patient, we must get an approval from the patients insurance in order to help ensure that we will be properly compensated. When we first contacted her insurance, they requested letters of medical necessity and medical charts to indicate that there is a medical need for the items that are being written for and that the doctor is not writing a prescription for no other reasons. We had gone back and forth with the doctor's office to get the proper documents and finally in the month of June we received a month authorization. Which means we have the ability to dispense the item once every days. We dispensed immediately afterwards in June, and again in July, via [redacted](who sometimes does not require signatures) In August we received a call from the patients mother, stating that her child's formula has been changed and her doctor's office will be sending in a new prescription, which would require a new authorization from her insurance. On August [redacted] 2015, we received the new prescription and fax everything into her insurance company again. We have all the documents on file to prove as such. In the following week the patients mother called in to check the status of the new authorization request, she spoke with one of our Customer Service reps who was able to login into her insurance company's website and check the status of the New auth. What the representative saw was the original approval from June and thought the new request from August was approved, when in fact it was not. The turn-a-round time for an authorization request is anywhere between -weeks, however the patients insurance company, who acknowledges that they are backed up with request, are taking longer than normal. Being that the representative saw an approval, granted the wrong one, she agreed to and did send the patients formula out in August as normally scheduled. At that point the patient received everything in the time frame that she was supposed to. My company has a team of people that strictly works on new authorizations with various insurance companies, the whole time through this group was continuing to work on the NEW auth request from August. Here is where the issue comes into place, in September when the patients mother called in for her refill the correct information was given to the mother. Her new request had still not been approved. In fact the August delivery that went out should not have. The problem being that her insurance company at this point still did not approve the new request from August. In fact her insurance company again asked us to fax all the paper work again for a third time. So I could understand the patients confusion that why is this coming up now, in September, and not in August? Why was she sent her August delivery when her insurance company had still not approved it? All valid questions, but even though we did not have a NEW auth, we still sent an August order. Wrong or right, the patient still got what she needed in a timely manner, and the whole time my authorization team was continuing to work on the new request with her insurance. After the mother was explained this several different times by several different customer service reps, it was something that she could not understand, and screamed and cursed everyone of my employee repeatedly. I was findly brought into the equation and made every attempt to explain things to her and what needs to be done at that point and she screamed and cursed me out as well. After reviewing the entire situation and trying to remain sympathetic to the situation at hand, this formula is for a child, I decided to send the patients formula out without any authorization. Even though the issue resides with the patient's insurance, I called the mother to inform her that we will be sending out a September order for her without any approval from her insurance. Please also take into consideration that the September conversation with the mother was going on since the beginning of the month, and the August supply was delivered to her on August [redacted], so technically she is not due for a refill until September [redacted]. The mother continued to curse me out, and insist that any issue here is with my company, she continued to curse, scream and demean everyone here. I called the mother again, and told her that I will special order a partial amount of her sons formula and it will be coming in approximately 6:30pm and will have it delivered within the hour soon after we receive it. The balance to be delivered in full the following day via [redacted]. The order came in that evening at 6:30pm and we immediately sent one of our own drivers (not [redacted]) to deliver the supplies. The driver arrived at the patients home at 7:20pm, and was told to wait a half hour while she puts her son down to sleep. When we do deliveries with our own drivers they DO require signatures. My driver has many other deliveries to do, and being that this was an urgent situation I advised him to give her minutes and ring the bell again to see if she will open the door. He proceeded to do so and she came over the speaker and told the driver to leave the supplies at the door, he explained she needed a signature. I had instructed the driver to continue on to his route and I will call the mother back again on my cell phone and discuss with her. At approximately 7:45pm the mother called my store and was completely abusive, yelling and screaming that she will not stop calling until she gets me to call her. Which I did, she demanded that I call my driver and have him go back with the delivery again, the whole time through screaming and yelling and being very abusive. The driver went back and delivered her the order, but not before screaming and yelling at him as well. I got on the phone with mother who then threaten to sue my company. For what I am not sure, because she had gotten everything she needed it when she needed it, and received her September order days early with no approval from her insurance, but she continued to be abusive yell and scream, and refused to reach out to her insurance company, and hung up on me. The following day she received the balance of her September order in full. That is the last time I spoke with her. Till today
.we DO NOT have an authorization for her new order
we have obviously already dispensed her childs formula, which I was well within my rights to NOT do since we do not have an authorization to do so from her insurance, and as of right now my company will not be paid for the September order that we delivered. That is where we currently stand. We are continuing to keep her insurance company involved in this matter, as well as her doctors office. I have instructed my staff to only go after a month authorization for the order we dispensed in September and have expressed to her insurance that it would be best at this point to try and go through another provider At the end of the day we have gone above and beyond for a patient that has no gratitude and does not understand the chain of events, or how insurance companies work. She has received her supplies from us every month on a timely manner (and early for September), and I can truly say that we have done nothing wrong. The mother is completely abusive and we will choose to not work with her anymore If you have any further questions or concerns, relating to this matter please feel free to call, mail, or email me Kind Regards [redacted] NuCare Pharmacy & Surgical [redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That is not true! My wife had to fight with the owner to get the formula and he didn't even send the correct amount out as he had promised.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I was looking to replace my CPAP and after almost 2 months of calls to them, I was told my a supervisor that they did not carry the manufacturer I was looking for. This was after inquiries by both the doctor's office AND me over a course of 4 weeks prior to finally getting all the info they wanted which was sent Feb 9th. After 2 weeks I called and got conflicting info from both the call taker and the supervisor on when they submitted the request. The staff are poorly trained and clearly did not document the multiple calls made and the super appeared to change the story on me and contradicted her agent to claim they sent in the request twice (the agent said it was sent in today, allegedly before my call).

When I asked them to delete any documents I sent this month, this request was refused and said it would be listed as rejected, which is not true as they still had the request to my health care provider.

Over the span of 7 weeks, there have been multiple calls and delays due to NUcare's lack of information and poorly trained staff. As a customer, that should not be my job.

New clients should be wary of dealing with this company for their DME needs since they clearly are not helpful in serving the medical needs of the community.

Review: The pharmacy was suppose to deliver formula to my son as they promised me last month telling me they got authorization for 3 months. Mind you my son can only eat this formula and is a terrible eater. I didn't receive the formula as I was suppose to yesterday and when I called and spoke to the so called owner Kenny, I got no where. He was just as rude and disrespectful as all his employees. his company made an error with the authorization and he is not doing anything to fix it. Now its a day later, I still don't have the formula and my son has nothing to eat. now at 8 pm they are ringing my door bell saying they have the formula when im trying to put my son to sleep and they've woken my son up and all of a sudden they need a signature when the last 4 times they left the package outside my door with no signature. he constantly makes up excuses after excuses. now my son has to suffer with no formula.Desired Settlement: PHARMACY SHOULD BE SHUT DOWN!!!! HE HAS NO IDEA HOW OT DO BUISNESS.

Business

Response:

Hello, my name is [redacted], I am one of the co-presidents at NuCare Pharmacy & Surgical, and I am writing in response to the customer complaint that was filed with the Revdex.com. The complaint ID #: [redacted]. NuCare Pharmacy & Surgical, is a full service retail pharmacy and Home Medical Equipment provider. We are incorporated in the state of New York, and have been servicing the community and surrounding areas for the past 6 years. We have been in this industry for over 12 years and currently operate out of 6 different locations. The complaint that was filed was not for a customer/patient that was paying for items. I work in an industry where a majority of the work we do (the payments we receive) is done through the customers/patients insurance. Because there is a third party payer of these items we are sometimes hand cuffed by what we can do and when we can do it by the patients insurance. In this specific case, Nucare was introduced to this patient, because we happened to be a contracted, licensed provider for her insurance. This patient came to us in May of 2015 with a prescription that was written by her doctor for her son. Before we can dispense anything to the patient, we must get an approval from the patients insurance in order to help ensure that we will be properly compensated. When we first contacted her insurance, they requested letters of medical necessity and medical charts to indicate that there is a medical need for the items that are being written for and that the doctor is not writing a prescription for no other reasons. We had gone back and forth with the doctor’s office to get the proper documents and finally in the month of June 2015 we received a 3 month authorization. Which means we have the ability to dispense the item once every 30 days. We dispensed immediately afterwards in June, and again in July, via [redacted](who sometimes does not require signatures). In August we received a call from the patients mother, stating that her child’s formula has been changed and her doctor’s office will be sending in a new prescription, which would require a new authorization from her insurance. On August [redacted] 2015, we received the new prescription and fax everything into her insurance company again. We have all the documents on file to prove as such. In the following week the patients mother called in to check the status of the new authorization request, she spoke with one of our Customer Service reps who was able to login into her insurance company’s website and check the status of the New auth. What the representative saw was the original approval from June and thought the new request from August was approved, when in fact it was not. The normal turn-a-round time for an authorization request is anywhere between 2 -3 weeks, however the patients insurance company, who acknowledges that they are backed up with request, are taking longer than normal. Being that the representative saw an approval, granted the wrong one, she agreed to and did send the patients formula out in August as normally scheduled. At that point the patient received everything in the time frame that she was supposed to. My company has a team of people that strictly works on new authorizations with various insurance companies, the whole time through this group was continuing to work on the NEW auth request from August. Here is where the issue comes into place, in September when the patients mother called in for her refill the correct information was given to the mother. Her new request had still not been approved. In fact the August delivery that went out should not have. The problem being that her insurance company at this point still did not approve the new request from August. In fact her insurance company again asked us to fax all the paper work again for a third time. So I could understand the patients confusion that why is this coming up now, in September, and not in August? Why was she sent her August delivery when her insurance company had still not approved it? All valid questions, but even though we did not have a NEW auth, we still sent an August order. Wrong or right, the patient still got what she needed in a timely manner, and the whole time my authorization team was continuing to work on the new request with her insurance. After the mother was explained this several different times by several different customer service reps, it was something that she could not understand, and screamed and cursed everyone of my employee repeatedly. I was findly brought into the equation and made every attempt to explain things to her and what needs to be done at that point and she screamed and cursed me out as well. After reviewing the entire situation and trying to remain sympathetic to the situation at hand, this formula is for a child, I decided to send the patients formula out without any authorization. Even though the issue resides with the patient’s insurance, I called the mother to inform her that we will be sending out a September order for her without any approval from her insurance. Please also take into consideration that the September conversation with the mother was going on since the beginning of the month, and the August supply was delivered to her on August [redacted], so technically she is not due for a refill until September [redacted]. The mother continued to curse me out, and insist that any issue here is with my company, she continued to curse, scream and demean everyone here. I called the mother again, and told her that I will special order a partial amount of her sons formula and it will be coming in approximately 6:30pm and will have it delivered within the hour soon after we receive it. The balance to be delivered in full the following day via [redacted]. The order came in that evening at 6:30pm and we immediately sent one of our own drivers (not [redacted]) to deliver the supplies. The driver arrived at the patients home at 7:20pm, and was told to wait a half hour while she puts her son down to sleep. When we do deliveries with our own drivers they DO require signatures. My driver has many other deliveries to do, and being that this was an urgent situation I advised him to give her 15 minutes and ring the bell again to see if she will open the door. He proceeded to do so and she came over the speaker and told the driver to leave the supplies at the door, he explained she needed a signature. I had instructed the driver to continue on to his route and I will call the mother back again on my cell phone and discuss with her. At approximately 7:45pm the mother called my store and was completely abusive, yelling and screaming that she will not stop calling until she gets me to call her. Which I did, she demanded that I call my driver and have him go back with the delivery again, the whole time through screaming and yelling and being very abusive. The driver went back and delivered her the order, but not before screaming and yelling at him as well. I got on the phone with mother who then threaten to sue my company. For what I am not sure, because she had gotten everything she needed it when she needed it, and received her September order 2 days early with no approval from her insurance, but she continued to be abusive yell and scream, and refused to reach out to her insurance company, and hung up on me. The following day she received the balance of her September order in full. That is the last time I spoke with her. Till today….we DO NOT have an authorization for her new order…we have obviously already dispensed her childs formula, which I was well within my rights to NOT do since we do not have an authorization to do so from her insurance, and as of right now my company will not be paid for the September order that we delivered. That is where we currently stand. We are continuing to keep her insurance company involved in this matter, as well as her doctors office. I have instructed my staff to only go after a 1 month authorization for the order we dispensed in September and have expressed to her insurance that it would be best at this point to try and go through another provider. At the end of the day we have gone above and beyond for a patient that has no gratitude and does not understand the chain of events, or how insurance companies work. She has received her supplies from us every month on a timely manner (and early for September), and I can truly say that we have done nothing wrong. The mother is completely abusive and we will choose to not work with her anymore. If you have any further questions or concerns, relating to this matter please feel free to call, mail, or email me. Kind Regards [redacted] NuCare Pharmacy & Surgical [redacted]

Business

Response:

[redacted]: I attempted to call you in regards to the additional comments sent back to the Revdex.com, but was only able to leave a message. Below is my response to the customers additional comments. PLEASE CONFIRM RECEIPT OF THIS EMAIL AND THAT THE MY RESPONSE HAS BEEN NOTED. This is in response to the additional comments made by [redacted], complaint ID # [redacted]. Even in the additional comments her story is changing from us arriving at 8pm to now she states we were there at 9pm, when in fact we were there at 7:20pm. It turned into closer to 8pm because patient’s mother refused to open the door for the driver and we did require a signature. All healthcare items that are delivered require a signature, unless it has a [redacted] Tracking number. I stand by my company and the procedure that was taken in this case…the customer never received her supplies a day late. In fact she received her son’s supplies early and in full (I have the [redacted] tracking info for the second part of the shipment, and have a scribble of a signature for when we delivered the supplies the evening before). Even when we did not have an authorization from her insurance, we still sent it out because I as the owner approved it, because I was aware it was for a child. As far as touching her insurance we have already informed her insurance that we will no longer be servicing this patient, and informed them to put her in touch with another provider. The patient’s mother was abusive to almost every employee I have including myself. There was no fraud committed here, the mother needs to try and understand the procedures of how things work when going through an insurance company. If she wanted to pay for the items herself it would have been delivered immediately but there are procedure that we must follow when billing an insurance company. It is not that we are money hungry at all, like the father states, but as a company that is complying with the third party payors (insurance companies) we have rules and regulations that must be followed. Again, I even took the liberty to approve her order to go out because it was for a child, before we even had confirmation from her insurance that they would be paying for it. All the dates are documented with her insurance so she can call them and ask. If any negative report or complaint is published by Revdex.com I will be forced to take this court for slander, against the patients parents. I have attempted to contact several Revdex.com representatives to speak about this and have yet to hear back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

That is not true! My wife had to fight with the owner to get the formula and he didn't even send the correct amount out as he had promised.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

terrible customer service, imcompetent employees and owner, should be shut down

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Address: 74 Salem Road, New York, Massachusetts, United States, 01862-2707

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