Pfizer Inc

Dear [redacted],Thank you for contacting Pfizer.  We have looked into [redacted]'s matter.  It appears that the complaint raised through Revdex.com refers to a patient assistance program.  The program owner has been contacted and advised that a call center...

representative will call [redacted]'s directly to address her concerns.Sincerely,[redacted]Customer Escalations

Review: MY DR. PRESCRIBED ESTRINGMADE BY PFIZER ON OCTOBER *, 2014. . IT WAS FOR INTERNAL USE AND FOUND IT MOST UNCOMFORTABLE AND IT CAUSED CRAMPS. I CONTACTED THE COMPANY

AT [redacted] AND THEY ADVISED TO SEND THEM A COPY OF THE REGISTER RECEIPT, AND ANY INFORMATION. I WAITED THREE WEEKEDAND CONTACTED THEM AGAIN AND THEY WERE GOING TO RESEARCH IT AND GET BACK TO ME. I WAITED A COUPLE OF WEEKS AND CONTACTED THEM AGAIN. IT WAS A REPEAT OF THE LAST PHONE CALL. I WAITED UNTIL DECEMBER AND WAS TRANSFERED TO THEIR DRUG SAFETY PROGRAM UPON WHICH I ANSWERED ABOUT 20 MINUTES OF QUESTIONS. THE REPRESENTATIVE PROVIDED A CASE NUMBER [redacted] AND SAID TO GO TO CVS AND HAVE THE PHARMACIST CALL ###-###-####. PHIZER WOULD REINBURSE CVS WHOM WOULD REINBURSE ME. I SPOKE WITH CHALEN AT THE CVS PHARMACY [redacted]- AND HE HAD NO IDEA WHAT THEY WERE TALKING ABOUT. THAT HAS NEVER BEEN DONE. I RECEIVED IN THE MAIL A 10 PAGES QUESTIONARIE TO FILL OUT. I ALREADY COMPLETED THIS BY PHONE.

I HAVE BEEN CALLING PFIZER'S HEADQUARTERS ATAND WISHING TO SPEAK WITH [redacted]. THEY SAID HE WAS UNAVAILABLE AND WOULDGET BACK TO ME. THIS HAS BEEN GOING ON SINCE OCT. 2014.Desired Settlement: THE INITAL COSTFOR MY RX $17.00 AND COMPENSATION FOR TIME, AGGRAVATION, AND THE WAY I HAVE BEEN TREATED.

Business

Response:

Dear [redacted]:Thank you for taking the time to contact Pfizer. We have attempted to contact you via phone regarding you product refund request for Estring, but were unsuccessful in getting through to you. We apologize for the inconvenience you have experienced and would like to further address your matter. We researched your refund request and, unfortunately, we do not have record of receiving the receipt for your prescription in the amount of $17.00. In order for us to process your refund request, we will need the pharmacy receipt for the last filled prescription that includes the patient name, pharmacy contact information, prescription number, drug name and quantity, cost to the patient, and date filled. If you do not have a copy of your receipt, please contact the pharmacy where the prescription medication was purchased to obtain a copy.Please keep the product which you are requesting a refund for; you will receive pre-paid mailing materials from Pfizer which you can use to return the product to us. Please mail the copy of the pharmacy receipt to the following address:Pfizer Product Quality Refund Program[redacted]Please note that it generally takes 4 to 6 weeks to process a refund request. Please note that if the product was purchased outside of the United States, Pfizer cannot be certain as to the origin or authenticity. We will only review reimbursement requests for Pfizer prescription medications purchased in the United States (and its territories) from pharmacies regulated by the U.S. Food and Drug Administration (FDA). Sources that are not acceptable for reimbursement include Internet pharmacies not regulated by the FDA, or products dispensed from foreign sources. Again, we apologize for your experience and thank you for your patience.Sincerely,Customer Escalations

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:

[Your Answer Here]

I MAILED PFIZER THE ORIGINAL RECEIPT. I SPOKE WITH [redacted]. AT CVS AT5;40 PM ON FRIDAY, JANAUARY *, 2015. AND SHE ADVISED IT WOULD BEMAILED MONDAY, JANUARY **, 2015. I WILL MAIL IT TO PFIZER UPON RECEIPT. SINCERELY, [redacted]

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

Sincerely,

Business

Response:

Dear [redacted]:Thank you for the clarification. I am not sure where you mailed your receipt initially, but as we previously stated, we have no record. If it would be easier, you can also scan the receipt and mail it to [redacted]Thank you for your patience.Sincerely,Customer Escalations

Review: I purchased from my Vet the Promeris product as advised by my vet who recommended the flea medicine. I applied the product as stated on the merchandise as my vet explained as well. As I soon later saw occur my dog became very sick. My dog was sick for a few days luckily I washed the medication off her within a few hours however for days it was very traumatizing and she was very ill. I also felt ill just from smelling the medication. I contacted the company asking why this occurred as well as why there is no warning stating there could be side effects. Never would I have put my dog through such misery! To add insult to the entire situation I was not satisfied or going to use the remaining 2 applications. I requested a refund and would happily send this poison back. They refused to work with me or even try to be of any assistance. I find it hard to accept paying to put my dog through this situation and just want my refund. They denied any compromise.Desired Settlement: I Paid $54 for this item. I still have the remaining applications which I am happy to send back if requested.

Business

Response:

March **, 2014

Re: Complaint ID [redacted]

Dear [redacted]:

I am writing in response to your letter, which Zoetis received after it was forwarded to us by our former parent company, Pfizer, on March **, 2014.

At Zoetis, we take seriously all claims of adverse experiences that may be associated with our products, and we perform a thorough medical investigation when appropriate. In this case, our records indicate that the Complainant contacted Zoetis via e-mail on April **, 2013 to report an adverse event following the application of Promeris®, to her dog. In her message, the Complainant did not apprise us of where she had purchased the product, nor was that information ever obtained. Interestingly, production of this topical flea control product had been discontinued a full two years (in April of 2011) before this report was filed, so circumstances of how and when this product was obtained is not understood.

Our Veterinary Medical Information and Product Support (VMIPS) department replied to the Complainant by e-mail providing our phone number and asking for further information. The Complainant called that same day. She stated she had applied Promeris® to her two dogs, and within two hours, they became lethargic, and began to vomit. At least one of them, she explained, also developed difficulty walking. The Complainant then explained that she then washed the product off of them, and they seemed better but not 100%. Our VMIPS department informed her that the label for the discontinued product stated the following:

“Individual sensitivities, while rare, may occur after the use of any pesticide product. If skin irritation, change in behavior, [redacted] or [redacted] is observed and persists after the use of the product, call your veterinarian immediately.”

We recommended that the Complainant consult with her veterinarian for treatment recommendations; we also urged her to have her veterinarian contact us about the incident, so that we could obtain further details on the case. This did not occur. Since the product had been discontinued, it was important for us to understand how and when the product was obtained, as well as any other important details regarding treatment from the attending veterinarian.

During the April **, 2013 phone call, the Complainant requested reimbursement for the product. Since we cannot, and do not, sell prescription veterinary products directly to pet owners, we have no standard reimbursement policy. Rather, we work directly with the attending veterinarian who prescribed and sold the product to the pet owner to assess each individual case. We are more than willing to re-open our review of this matter, but we again request that the pertinent details of the case be provided by Complainant, including where and when the product was obtained, the name and contact information of the attendant veterinarian, and the course of treatment, if any, provided.

At Zoetis, the health and well-being of animals is our utmost concern. Thank you again for the information you have shared with us. Please let me know if I can be of further assistance in this matter.

Sincerely,

Veterinary Medical Information and Product Support

Zoetis, Inc.

Review: I started taking centrum cardio in January 2010 then it was marketed by Wyeth consumer healthcare. The red and white box used to say LOWERS CHOLESTROL and in bold print on the box it said "this product is not a replacement to cholestrol lowering drugs .If you have elevated Cholestrol consult your doctor for medical advice and treatment. Since a merger between Pfizer and Wyeth the box for about the last 2 years says nothing about Cholestrol. I have called the telephone # [redacted] on the box in the past and they just say the pill is the same formula but I would like to know from Pfizer why the new box says nothing about Cholestrol. Was Wyeth doing false advertizing even though it has the statement mentioned about that starts "this product is not a ". I have been taking this product for the last 3 years to assist me in lowering my Cholestrol. Does Pfizer have an over the counter product I should be taking instead of this to lower my cholestrol?Desired Settlement: I want the new Centrum Specialist heart box to say something about Cholestrol if it does help a person control Cholestrol. I want someone at Pfizer to tell me if they have an over the counter product I can be taking to lower my Cholestrol as I said previously.

Business

Response:

Dear [redacted]:

Review: I sent a prescription in to Pfizer 2 MONTHS AGO - I started calling a month ago and have called 5 times - I kept getting the run around as to where my prescription was - I was just informed that my prescription had an error and was kicked out - I should have been informed there was a problem so I could contact my doctor - They also said they tried to contact my doctor several times which is false - I talked to my doctor and they have no inquiries from PFIZER THIS IS RIDICULOUS - I just had my doctor fax in another prescription and was told it would take another 2 weeks to receive the prescription - THIS IS THE WORST CUSTOMER SERVICE I HAVE EVER SEEN.Desired Settlement: Delivery of Order

Business

Response:

Dear [redacted],This e-mail is in response to a complaint (ID# [redacted]) dated June **, 2015 raised by [redacted] regarding a perscription that was submitted to Pfizer. We have looked into this matter and confirm that [redacted] received her medication yesterday from the Pfizer RxPathways program.In addition, we have shared [redacted]'s feedback regarding her customer service experience with the appropriate Pfizer business owner for further review.We hope this adequately addresses the concerns outlined in the complaint.Sincerely,Customer Escalations

Review: Pfizer is unprofessional and take no responsibility for its actions. I asked Pfizer about Viagra product because my doctor gave me Pfizer that was fake so I needed to know if Pfizer gives unbranded or not stamped pills to doctors as a matter of a bulk item. Pfizer expressed was interested in my case and asked me to engage in a refund process in exchange of information and the fake Viagra. At the end, I did as I was told and now Pfizer, after several phone calls, sent me to its charity department. I was sent to apply for Pfizer's Financial Assistance Department as if I am begging for Viagra pills. This is extremely insulting. I did not ask to engage in this stressful situation. Pfizer requested my participation and support to collect my doctor's information, my information, and the fake Viagra and promised to take full liability and to refund my money. I provided my doctor's information, my information, and sent to Pfizer the ten Viagra in a prepaid [redacted] envelop sent by Pfizer. Now, Pfizer is refusing to comply as promised.Desired Settlement: One hundred dollars could be returned to me in any of the following ways:1. Pfizer could return my one hundred dollar to me.2. Pfizer could send the ten replacements Viagra to me.3. Pfizer could send back to me the ten Viagra given to me by my doctor so I can take them back.

Business

Response:

[redacted]Dear [redacted]:Thank you for your inquiry dated October **, 2015 in reference to the consumer complaint raised by [redacted].We looked into the refund matter and it appears that [redacted] submitted his refund request to Pfizer in September 2015. However, given he did not have appropriate proof of purchase for the Pfizer product, we denied his request and mailed out refund instructions, which explained that we will need the pharmacy receipt for the last filled prescription that include the patient name, pharmacy contact information, prescription number, drug name and quantity, cost to the patient, and date filled.On October *, 2015, [redacted] contacted our call center twice in regard to his request, and again, was advised that we would need the necessary proof of purchase in order to process the refund.If [redacted] does not have a receipt, he can contact the pharmacy where the prescription medication was purchased to obtain a copy.Please advise [redacted] to mail the copy of the pharmacy receipt to the following address:Pfizer Product Refund Program[redacted]

Please note that it generally takes 4 to 6 weeks to process a refund request.Please note that if the product was purchased outside of the United States, Pfizer cannot be certain as to the origin or authenticity. We will only review reimbursement requests for Pfizer prescription medications purchased in the United States (and its territories) from pharmacies regulated by the U.S. Food and Drug Administration (FDA). Sources that are not acceptable for reimbursement include Internet pharmacies not regulated by the FDA, or products dispensed from foreign sources. I trust that this response brings the matter to a close. Sincerely,Karen P[redacted]Customer Escalations

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:

I never intended to ask for a refund from Pfizer and this business has the lack of professionalism to based their breach of agreement without ethic. I will take this business to court so I will request a judge to honor their agreement in which I submitted an electronic question about the product my doctor sold me personally. Pfizer is refusing to take responsibility for its actions in this matter because this case never involved a pharmacy but my personal doctor. Pfizer contacted me and asked me for help, they asked for my personal information, my doctor information, and sent me a prepaid FedEx envelop in which I sent Pfizer the goods to a Pfizer. Pfizer have the goods and refuse to refund my money or replace the goods. I paid for the goods and I need them back in order to request the refund from the doctor that sold the goods to me.The Viagra given to me by my doctor is only one hundred dollar but my integrity has no value and my honor has no equal and Pfizer is breaching an agreement that I never planned to be involved.Pfizer is liable for this abuse of trust. I do not deserve to deal with this matter just for doing right. If Pfizer fail to honor its agreement based on the facts, I will fight for what is right.

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

Sincerely,

Review: I noticed that one batch of the antibiotic [redacted] was not labelled for the country of origin, while another one with a newer expiry date was labelled as made in Singapore.

I also noted a slight difference in the color and smell of the tablets.

I called Pfizer several times to find out where the tablets were made, and if the slightly off-white color was normal. I was always reached to a South-Asian call center, where I was told several different things. They always advised me to return the 'defective' products for Pfizer to inspect, advised me against taking them, and refused to disclose the location of manufacture, saying they could not tell from the batch number. Some representatives said that once returning the pills I would get a replacement, while other told me they didn't know.

They insisted on the other hand that I return as much of the pills as I can, and I soon received a FedEx pouch. From the attached documentation it became clear to me that the site of manufacture was in Puerto Rico, and the tablets were made not by Pfizer, but a Mexican-owned company. I also concluded that they could indeed tell from the batch number the location of manufacture - something they denied on the phone.

In the documents attached there was no mention of any replacement. Again, Pfizer on the phone asked me to return as many as I can for better results. However, these are extremely expensive antibiotics, and so long as I was not sure a replacement would come, I was unable to return anything. I was taking these pills, and replacing them would have been very difficult and costly.

I received several reminders in the meantime advising me to return the sample. I therefore called again, and this time tried to reach someone in the US. I did, and was assured that I would be given a replacement. I asked several times how this would be possible given that Pfizer is not a pharmacy, but was always assured that that's the way they do it.

I was not convinced, and ended up mailing back 1 pill in the pre-labelled package. I have not received a replacement, and besides a third-party company trying to call me one day (the line dropped, and they never attempted to reach out to me again), nothing happened.

Not knowing what was happening, I was afraid to take the tablets any further, and finished them a bit early. As a reminder, I was advised by the South-Asian representative during my first call that so long as there are questions about their quality, I should not take the pills.

I had spent a great amount of time on the phone, something I would estimate to be between 2-4 hours. This was mostly spent on listening to South-Asian call-center specialists who could not provide me with any useful information.Desired Settlement: I would like to ask to be reimbursed for at least the amount of co-pay I had to pay for my [redacted] pills (35 USD twice), as well as an apology and explanation of why contradicting information was given to me on the issue of replacements and why they would not disclose the location of manufacture and deny their ability to do so. I would also like to know if there were any quality issues with the pills originating from the Puerto Rico factory of [redacted].

Regardless of my case, even 1 pill could make a difference in the treatment of infectious diseases, for which [redacted] is prescribed, and giving misleading information on replacements could potentially endanger lives.

I have a prescription for another 1 month of [redacted], and I wonder whether Pfizer would be able to provide me with these at their own expense through my local pharmacy. The prescription should be valid for about another two weeks.

Business

Response:

Dear [redacted]:

Review: I have contacted the company several times to set up delivery options. At first they said it was going to be delivered over night on Monday February **, 2015, then when I called and complained about it they said it was going to be February **,2015. I still haven't received my medication. This is sad especially when you have been out of your medication for a week.Desired Settlement: DesiredSettlementID: No settlement requested - for

Please solve this problem and get my medication to me in a timely manner.

Business

Response:

Dear [redacted],Thank you for contacting Pfizer. We have looked into [redacted]'s matter. It appears that the complaint raised through Revdex.com refers to a patient assistance program. The program owner has been contacted and advised that a call center representative will call [redacted]'s directly to address her concerns.Sincerely,[redacted]Customer Escalations

Review: [redacted] $4 Co-pay Card states that a rebate/refund will be issued providing proof of payment. The stated rebate is for $4.00 refund for a 30 day supply and a more substantial refund for a 90 day supply. No where in the literature does it state that it must be 25 days between prescription date of services, however this is what I'm being told by Pfizer. I filled a prescription on 9/**/2014 at a local [redacted] pharmacy. I asked the prescribing doctor to send a new prescription to Express Scripts for the next refill, which was done on 10/*/2014. There are 2 different prescriptions, 2 different filling requirements (1 30 day supply, the second a 90 day supply). Pfizer is refusing to refund the advertised rebate because of the 25 days in between prescriptions that I was not aware of. This is NOT stated in the literature. In trying to be proactive and have a continual use, as well as Express Scripts' immediate filling of the second prescription, the prescription was refilled within the 25 days. Pfizer is refusing to fulfill their advertised rebate.Desired Settlement: I would expect a major company like Pfizer to fulfill their advertised rebate and not hide behind a non-stated, unknown rule.

Business

Response:

Dear Revdex.com,

This letter is in response to a complaint (ID# [redacted]) dated October **, 2014 regarding the [redacted] $4 Copay Card and a rebate/refund request. The reason the patient’s 90-day script was not reimbursed using the [redacted] $4 Copay Card was due to the fact that they were submitting a second prescription for reimbursement before their 9/**/14 30-day prescription was due for refill. As a gesture of appreciation, we have instructed our co-pay card administrator to issue the patient a reimbursement check within 2 to 4 weeks.

We hope this adequately addresses the concerns outlined in the complaint.

Sincerely,

Pfizer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased 3 Centrum Vitamin products as indicated by a $6 rebate promotion. Submitted the rebate requirements in FEB14 (with rebate ending **MAR14). Never received the rebate check so called Pfizer on the status. Spokesperson on the phone mentioned that I had failed to submit the right number of UPC codes. I told the spokesperson that I still have a photocopy of the three UPC codes in my possession, and that I had never received information from the company that my rebate submission was invalid. Spokesperson then informed me that the rebate period had expired, and that nothing else could be done. I asked to see if I could speak to a higher manager or supervisor, but the spokesperson insisted that nothing could be done.Desired Settlement: Would like to receive the $6 rebate check as promoted.

Business

Response:

Revdex.com ID# [redacted]

Dear [redacted],

This letter is in response to your letter dated August *, 2014 to the Revdex.com (“Revdex.com”) regarding a rebate you requested in the amount of $6.00 (six dollars) for certain Centrum products manufactured by Pfizer Consumer Healthcare (“PCH”).

As a PCH customer representative informed you, the reason a rebate check was not issued was due to the fact that the one of the products you purchased was ineligible for this rebate program. We apologize for any inconvenience this has caused you. We want to ensure you that we value your support of PCH’s products and, as a goodwill gesture, have instructed the rebate house to issue you a new check within 2 to 4 weeks.

We hope this adequately addresses your concerns.

Sincerely,

Customer Escalations

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:

I believe I had purchased the required quantity of the correct Centrum Multivitamin products as described in the rebate submission form. Attached is a copy of the receipt, UPC codes, and rebate submission form that identifies what products qualify.

As highlight by the circled items on the receipt, those three Centrum products match what was required for the rebate qualification.

Sincerely,

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

Sincerely,

Business

Response:

Dear [redacted],

I was advised that a Pfizer colleague of mine reached out to you directly last week to resolve your matter. As such, I am closing the case on my end.

If you should have any questions or concerns, please feel free to email me at [redacted].

Sincerely,

Customer Escalations

Review: I contacted this company for a refund or other value for two items - a multi pack of thermacare and a club pack of centrum men's 50 + vitamins - and I have been only being sent paperwork to fill out. The first paperwork I had to mail back in at my expense and am currently out an additional 98 cents. Then, I had to print a bunch of stuff on my printer. Then, they had me call in and leave a message with the UPC code which the paperwork did not mention. Now, I get a third questionnaire - a customer survey which the company clearly wants me to fill out so they can build a free database. They are trying to profit off of this situation and convert their responsibility to trade like goods & cash for like goods & cash - not turn consumers into their own survey work force. I am only fighting for my consumer rights using usual sources such as Revdex.com and State of NY & NC Attorney Generals Offices. If they have a guarantee on their items - then they need to get back to business and do only that.Desired Settlement: What they think is fair.

Business

Response:

Dear [redacted]:Thank you for contacting Pfizer in regard to [redacted]s Revdex.com complaint. We apologize for the inconvenience [redacted] experienced, and are in the process of issuing a refund. A check in the amount of $50.00 will be processed and mailed to [redacted] directly in the next 2 to 4 weeks.Sincerely,Customer Escalations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been taking [redacted] for a number of years without any problem. The last (3) bottles I have contained a half tablet. I first reported the situation a couple months ago. The company sent me a coupon for a free bottle the first time I called about 2 months ago I have since that time opened 2 more bottles and the same thing, a half tablet. I called the company back and in order to get reimbursed, I need to have the sales slip. Why would I keep a sales slip for supplement that I have been taking on a regular basis that is now coming up short a half tablet. MY concern is should I now count to see if the 120 table are in the bottle because the last three had 119 1/2 tablets.I consider this a nuisance and inconvenience because of this shortage. Being retired, everything counts including a half tablet. It would mean I would get 1 1/2 dosage that day. My doctor suggested this supplement and I will be asking for another recommendation if this continues.Desired Settlement: File a complaint and replacement.

Business

Response:

Revdex.com ID# [redacted]

Dear [redacted],

This letter is in response to your letter dated October **, 2014 to the Revdex.com (“Revdex.com”) regarding a refund you requested for [redacted] products manufactured by Pfizer Consumer Healthcare (“PCH”).

As you stated in your complaint, the reason a refund was not issued was due to the fact that proof of purchase is required to initiate the process. We apologize for any inconvenience this has caused you. We want to ensure you that we value your support of PCH’s products and, as a goodwill gesture, have instructed the refund team to issue you a check in the amount of $9.99 within 2 to 4 weeks. Please note that it is Pfizer’s policy to limit one refund per product, per household.

We hope this adequately addresses your concerns.

Sincerely,

Customer Escalations

Review: I have been hassling and hassling with Pfizer since day one....When I finally did get approved it took weeks to get my meds, and then when I get them all the medications were not in the package...I called them but they said it wasnt on the original app in which I know it was because I made sure to make copies just for thos exact reason...This med is called Vistaril its an important medication that I have been taking for years now because of the delay with Pfizer I havent had Vistaril for the last 2 months...Its free pharmaceutical help but ive been out 150 now just having to buy myself because of no insurance.Desired Settlement: to get the Vistaril

Business

Response:

Dear Miss [redacted],

At Pfizer, we pride ourselves on customer service, and we are committed to helping our eligible patients access the Pfizer medicines they need. We apologize that you have had a frustrating experience with our patient assistance program thus far.

The reason you have not received your third medicine is because the dose initially requested has not been available through our program since 2011. We contacted and left voicemails with your health care provider on several occasions to explain what doses are, in fact, available through our program and to clarify which we should send, but we never heard back. We also communicated this update to you via mail in early June. On 6/**, we contacted your healthcare provider again and were able to connect with an office staff member and obtain the dosing information we needed. An order has since been placed for this dose, and it should arrive at your health care provider’s office within the next 7-10 business days. We appreciate your feedback, and we look forward to continuing to serve you through our patient assistance program.

Sincerely,

Pfizer Helpful Answers