Owens Healthcare

Our pharmacy accidently set up two accounts for patient and significant other and charges were made to both accountsWhen patient paid on Acct B we posted to Acct A resulting in a credit on Acct AWhen it was discovered that there were two accounts, we merged all charges and payments to Account B
Even with credit from Acct A, patient had charges on Account B that exceeded the credit applied from Acct AAfter a few phone calls with the patient trying to explain this we resent both Account statements back to Nov showing where overpayment on Acct A was moved to Acct BAt this time, there are still charges with a total of $due by the patientWe will write off this balance owed to ***, and close both accountsThank you, *** ***- Reimbursement Supervisor

An agreement has been reached about delivery times and days and his availability to receive the delivery. We also offered a different pharmacy in our region to service his prescriptions. Apologies were offered in response to receiving poor attitudes and this issue has been addressed as well. Phone...

calls were made to the patient and missed during the process of the patient being in the store. There has now been a final conversation and an solution has been reached.

Review: Over the past several months, at least 6 to 8 months, I have been a customer of this pharmacy and I'm seeing the overall customer service degrading to dangerous levels. Unfortunately I have brought these issues to the main office for Owens and they honestly don't appear to care. This starts due to the fact I have medical issues that prevent me from driving on public streets in the form of Epilepsy, diagnosed from a car accident when an airbag hit me in the head back in 1995. I moved to Redding 14 months ago to be near one of my last family members in the world. Where I used to live, I had no trouble all with reaching the local pharmacy. Finding Owens, a company that claims to deliver one's medication was truly a blessing. I am forced to take several medications night and day... some are very important and delays are unacceptable. So this was match made very well. Besides the fact, I'm also prescribed Fentanyl patches and have been using them for years to control chronic pain issues. However it seams only the Mylan brand works for me. Other brands or off brands or going the cheaper way, results in painful rashes from the glue. Again, another great find with Owens, they supplied those too.The first major problem came when Owens no longer felt like supplying the Mylan Fentanyl Patches. Its hardly my aunt who prices or allows medication to be priced or overpriced. Where my old pharmacy in Colorado saw the reaction of the cheaper version in person, that pharmacist did everything in his powers to INSURE I would continue to receive the proper patch. Owens is not Owens is not alone in being unwilling to make a customer suffer for the bottom line of 1 customer. This same attitude has been found all over Redding as the relationship between MediCal and medical offices and support is far from ideal for its victims like me. With Owens, it was not the fat they couldn't... they wouldn't.Then suddenly I started having communication problems with my local Owens. Them using a computer to robo-dial my phone to inform me prescriptions were ready... when they already fully knew they were to deliver them. Owens pharmacy spends a LOT of money on local TV adverting how great they are... how they have high customer satisfaction.. how they deliver medications when customers are unable to pick them up. Money, money, money... however they are quickly becoming a Nuance with the robo-calling and not actually delivering the medications. Since this started... its only gotten worse.I was as nice as I could possibly be about this issue... Don't call just deliver. I don't need to be called. No one needs to talk to me. Only 1 time I hadn't been home when the driver came. Well, that's not a big deal... I had someone get the medication for me.But again, more robo-calls, over and over. This time I'm assured Don't call just deliver. is actually on my account screen when they fill the medication... however, Owen's techs ignore it. I go in, nice as can be, they assure me they are at fault, sorry-sorry-sorry. It wont happen again. However it does!My next call to the head office was about this same issue. I nicely and simply ask why this very simple request is so HARD for Owens staff to understand. Surely I cant be alone. I live in a retirement park... there are a lot of retired, disabled, and homebound people for miles in all direction. That manager seams to solve the problem by removing my phone number from the system. And I honestly think, somehow, that fixed the problem once again. But no... this is an ongoing issue.Three weeks ago, the deliveryman comes, I sign, take my new refills.. get on with my life. He seams to come every Thursday so I go out of my way to insure I'm at least able to hear the knock at the door. Even if you questioned this Owen's worker, often I meet him before he comes to my door! Two weeks ago, no medication. I call on Friday. Ask for the supervisor. I get this female that has an gigantic attitude problem. Seeing the measures that have been made... to insure they stop having the computer call me, she's turning around her failures to make it sound like my fault. Her attitude is so poor, I just go to the next step in the main officeAt this time, I'm fighting a very bad issue where I can barely talk... so taking on the phone becomes painful. Fighting with someone totally unreasonable and RUDE as a local Owen's pharmacy is hard. Then the supervisor seams to be taking a half day, so he never talks to me. He actually does call around 3:30pm... telling me to call him in the next 5 mins before he's gone for the weekend. So the issue is not even addressed for the weekend. One of the medications in this lost set is for high blood-pressure.That next Thursday evening, a full week later, being as ill as I am... I suddenly realize that NO ONE in Owens company has bothered to call or correct the week before problem. Friday morning, I get the same female with the extremely bad attitude. I felt the conversation went better Even as they fell they haven't violated the contract, as long as the prescriptions are ready, I will send a friend to collect them. When this friend returns, the medications are still missing from the bag! So, I go totally out of my way and deal with the over-stressed situation this woman is creating and go to the Lake Blvd. Owens... and INSTANTLY she pulls her super-mega attitude problem. Turing the pharmacy's now total incompetence in to my fault. Then she launches in to a harassing attack about how I call the main office too much and they (Owens as a company) feel I should just go someplace else. Showing me they are unwilling... not unable, to do a simple job right.Crime studies show women are far more likely to poison male victims then any other kind of attack. If Owen's supervisor/management is unwilling to address customer service complaints, they tDesired Settlement: I would like Owens to return to a normal and safe operating customer service, fill prescriptions ON TIME, and deliver them ON TIME. They can save all their drama for themselves and understand you don't lie to customers constantly. Mainly by paying millions of dollars on local TV advertising claiming the highest customer satisfaction and how wonderful they are when they constantly drop the ball and fight with customers every time rather then accepting blame for what they do wrong.

Business

Response:

An agreement has been reached about delivery times and days and his availability to receive the delivery. We also offered a different pharmacy in our region to service his prescriptions. Apologies were offered in response to receiving poor attitudes and this issue has been addressed as well. Phone calls were made to the patient and missed during the process of the patient being in the store. There has now been a final conversation and an solution has been reached.

Review: Farm (Representative from Owens Healthcare) is trying to find old charges and claiming they are past due ($36.87) Farm is claiming I must pay this amount, I explained that I believe Owens Healthcare owes me ($36.87).Desired Settlement: To refund my $36.87 and an apology.

Business

Response:

Our pharmacy accidently set up two accounts for patient and significant other and charges were made to both accounts. When patient paid on Acct B we posted to Acct A resulting in a credit on Acct A. When it was discovered that there were two accounts, we merged all charges and payments to Account B. Even with credit from Acct A, patient had charges on Account B that exceeded the credit applied from Acct A. After a few phone calls with the patient trying to explain this we resent both Account statements back to Nov 2014 showing where overpayment on Acct A was moved to Acct B. At this time, there are still charges with a total of $36.87 due by the patient. We will write off this balance owed to [redacted], and close both accounts. Thank you, [redacted]- Reimbursement Supervisor