Script Relief

Dear [redacted]— We try our best to identify people who are likely to benefit from a pharmacy discount program, and I apologize that we mistakenly identified you as such.  Cardholders may be placed on our mailing list from making inquiries about medical insurance, opting to receive mailings when...

signing up for some online programs, or through third party marketing partners.  You should know that the cards aren't tied to you personally---they operate just like reusable coupons. This means that you can use them or dispose of them however you wish--there's nothing about them that identifies you as the owner of the card.  When you use a coupon at the grocery store, normally the cashier takes the coupon from you and you only get to use it that one time. But with our cards, the pharmacist gives it back to you to use over and over.  Usage of the card doesn’t create an account in your name with anyone—it’s simply a coupon.  You mentioned in your letter that we received your information from a company you sent an application to nearly two years ago.  Would you mind replying back to me with the name of that company so that I may confirm?  In the meantime, you have been placed on a DO NOT MAIL list and will not receive any more of our free cards.  I look forward to your reply and will be happy to answer any additional questions you might have. Many thanks, Joe

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 and the matter has been resolved.
Sincerely, [redacted]

I am a pharmacist who processed a claim through the "National Script Relief Savings Network" discount card with Script Relief. I filled a prescription antibiotic and billed the plan. They did discount the price to reimburse the pharmacy $33.68 for the cost of the drug and the dispensing fee. However - they did not actually pay the pharmacy. They had us charge the patient $122.53 - and then the plan billed us $88.85.
Let me go through these numbers so you are clear. The plan discounted the price of the drug to $33.68. They charged the patient $122.53 (almost 4 times what they felt the prescription was worth) - and they pocketed $88.85 for simply processing the claim!!

So your "free" discount card just cost you $88.85 for one prescription!!!

Dear [redacted],Thank you for reaching out to us. I apologize to...

you and your daughter as our pharmacy discount card is not meant to be sent to minors. We work with a series of partners to help us identify those who might benefit from a pharmacy discount program. Cardholders may be placed on our mailing list through third party marketing partners, or may have been referred by a family member or friend. It appears your daughter’s name came from a list called “[redacted],” indicating that at some point she must have bought something from here: [redacted] or some other makeup company. I’d like to assure you that your daughter’s rights are fully protected, as is her privacy, and I will be removing her name from our mailing list immediately. Although we received your daughter’s name through one of our third party marketing partners, I want to make it very clear that we NEVER sell or rent personal information. I’m terribly sorry for this inconvenience. Please reach out to me if you have any additional questions.Best,[redacted], [redacted]###-###-####[redacted]

Hi [redacted]—First, let me apologize to you and your son as our cards are not meant to be sent to minors—this was an error on our part.  We work with a series of partners to help us identify those who might benefit from a pharmacy discount program.  While we do conduct many levels...

of cleansing including a screen for minors, at considerable expense to our organization, unfortunately your son's name was not removed from our system.  Typically this happens when a minor (or an adult on their behalf) purchases something from the internet with a credit card, or if they fill out an online form or survey and don't give their correct age.  Either way, I’d like to assure you that your son’s rights are fully protected, as is his privacy.  I want to make it very clear that we NEVER sell or rent personal information.  I have your home address, but if you could please confirm for me your son’s name I will ensure all information is removed from our database.  Additionally, I’d like to find out why his information was in there in the first place.  If you still have the cards and can send me the Authorization/BIN/PCN/GRP numbers located on the front of the cards, I can use that to determine the source from which we received your son’s information.  I’m terribly sorry for this inconvenience and would be more than happy to further discuss any concerns you might have.  Please feel free to contact me by phone or email--I've listed both below.Joe K[redacted]###-###-####

Dea[redacted]--I'm sorry to hear about the difficulties you've had in being removed from our mailing list.  I oversee this process myself and have no record of your request but I am happy to fix this for you now.  Can you please confirm the address at which you're receiving the...

cards is: [redacted] 
[redacted] 
[redacted]Thank you for your response--and again, I'm very sorry for any inconvenience.  I will get this resolved for you immediately. [redacted]
[redacted]
[redacted]

Dear [redacted]
  I’m sorry to hear you were not satisfied with your 10% discount.  I hope with this response I’m able to address your concerns.  As way of background, we are...

partnered with [redacted]—a division of [redacted] and one of the nation’s largest Pharmacy Benefit Managers ([redacted])—which essentially acts like a huge consumer group buying service for the uninsured and underinsured.  The discounts and savings on medications are provided by more than 62,000 participating pharmacies that have agreed to provide prices similar to what they give large insurance companies and employers (negotiated by [redacted]).  In return, the pharmacies get more business, in three ways:   We direct people with our cards to their stores; People are able to fill more of their prescriptions because of the savings; People often buy other things when they go into the store to get their prescriptions.   Our cards are distributed free of charge, and may be used by consumers to obtain discounts on pharmacy purchases or compare discounts to which they are entitled under other programs.  These cards provide real benefits to consumers who are uninsured, underinsured, and even those who have prescription insurance. To be clear, consumers do not pay for the card, may use the card to either make purchases or simply compare prices with other benefits, and are under no obligation whatsoever to use the card.  Because there is no personal information tied to any of our cards, they may be used or disposed of at the consumer’s discretion—just like a coupon.    Our cards are distributed freely to consumers via direct mail, inserted into savings-based mailings like [redacted] and [redacted], and they are also available at certain doctor’s offices, urgent care facilities and other locations like Dollar General stores.  ScriptRelief also has a partnership with the [redacted], acting as the distributor for the City of New York's Big Apple Rx prescription discount card.   Again, the cards are not alternative forms of insurance coverage and they don’t replace prescription drug insurance. But, they can save people money if they are uninsured or have a prescription that falls outside of their insurance coverage.  For those with insurance, ScriptRelief recommends cardholders present one of our cards whenever filling a prescription so they can compare prices.    Discounts for each medication will vary by pharmacy, prescription and even time of day; unfortunately, these factors are out of our control. We list the maximum discount that is available for particular medications on our website, but these discounts are not guaranteed; the discount provided at the pharmacy may be more (or less) than the amount shown on the website.  When a cardholder uses one of our cards, they pay the price that [redacted] and that particular pharmacy agreed upon for that particular drug, at that particular dosage, in that particular city, at that particular time of year.  So the “discount” isn’t any set percentage off, but is instead the difference between [redacted]’s negotiated price and the retail price the pharmacy would have charged the cardholder otherwise (in your case $238.14 vs. $214.14).  No matter the drug, it is impossible for us to predict with exact certainty what the discount will be, because we have no idea where and when a cardholder is going to use one of our cards, or what the pharmacy’s retail price for any drug might be (factors that affect the “discount”).  If the retail price of Zostava at the [redacted] pharmacy you visited had been higher, then our discount would have been higher as well (because the difference in prices would have been greater)—but we have no control over what any particular pharmacy charges as the retail price for any particular drug.  You should know that we worked with the Metro NY Revdex.com in reviewing our savings claims so they comply with applicable laws and Revdex.com guidelines.  These claims were vetted and approved by that office in 2013.  The same office contacted us again this year to review the claims, and despite our timely provision of its substantiation, Metro NY has yet to respond, instead indicating that it is still reviewing the material.   I’d also like to address your claim that ScriptRelief charges [redacted] each time a coupon is run—as this statement is incorrect.  Whenever a customer fills a prescription at any pharmacy with any type of alternative payment (insurance[redacted].) the [redacted] processing the claim will charge the pharmacy a nominal fee for the use of their technology.  If a person has an insurance policy through “[redacted]”, and they try to fill a prescription at any pharmacy—the [redacted] that supports “[redacted] Insurance Company” will collect that fee, not the insurance company.  So again, your claim that ScriptRelief collects a fee from [redacted] every time a coupon is run is false—we do not collect any fees from [redacted].   Finally, I’d like to point out that since 2011, ScriptRelief has saved more than 9 million cardholders over $1 billion.  That is one billion dollars in the pockets of consumers all across the country that they wouldn’t have otherwise—at no cost to them!  We see that as a pretty significant number.  Most of our cardholders are happy with whatever discount they receive, and I’m sorry to hear you’re not one of them.  Please let me know if you have any additional questions or concerns that have not been addressed in this letter—I’d be happy to help.  If you’d prefer, you can even reach me directly via my personal email or phone number.  I’ve listed both below.    Thanks, [redacted] ###-###-####

Dear [redacted]--I'm sorry to hear about the difficulties you've had in being removed from our mailing list.  I oversee this process myself, and although I don't have $500 for you, I am happy to fix this issue for you now.  Can you please confirm the address at which you're...

receiving our emails is [redacted]? Thank you for your response--and again, I'm very sorry for any inconvenience.  I will get this resolved for you immediately. [redacted]

Hi [redacted]--
Thank
you for your email.  As way of background, ScriptRelief’s card, which is
distributed free of charge, may be used by consumers to obtain discounts on
pharmacy purchases or compare discounts to which they are entitled under other
programs. These cards provide real...

benefits to consumers who are uninsured,
underinsured, or who even have prescription insurance. To be clear, consumers
do not pay for the card, may use the card to either make purchases or simply
compare prices with other benefits, and are under no obligation whatsoever to
use the card. The card may be used or disposed of at the consumer’s discretion—just
like a coupon.  Also just like a coupon,
receipt of a card does not sign you up for anything, nor is any personal information
tied to the card—it’s no different than a coupon you might receive in your
Sunday paper for toothpaste.  If you don’t
use the toothpaste coupon, you pay full price. 
If you do use the toothpaste coupon, you save money---and no fraud is
committed against you.  In fact, nothing
else happens to you.  That is exactly how
our cards and coupons operate as well.  If
you don’t have insurance and you purchase a prescription medication with one of
our cards, you save money—that’s it.  If
you don’t have insurance and you don’t use one of our cards, you pay full
price.  We do not prey on the uninformed
public and we take seriously any accusation or implication that our program is
fraudulent or deceptive in any way.  If you know of any such occurrence,
please let me know so that I may investigate immediately.  Here’s what we
actually do---save people money.  Since 2011, we have saved more than 8.3
million cardholders over $880,000,000.  We see that as a pretty
significant number.  The absolute worst thing that can happen by using our
card is receiving a discount that isn’t as much as you had hoped.  Even so,
that’s money you wouldn’t have had otherwise, and I'm sorry you don't see any
value in that.   Per your request, I have removed your information from our database.  I
have no record of you asking to be removed prior to this email to the Revdex.com--but
if that is incorrect, please let me know the date on which you made your
initial request so that I can investigate why that request was not honored.
 Again, I’m very sorry about the experience you had with our cards and am
happy to answer any additional questions you might have.  Feel free to
email me directly at [redacted].Many
thanks,
Joe

Dear [redacted]:Thank you for writing to us. I’m sorry to hear you felt misled by our free pharmacy discount program.  To date, our pharmacy discount cards have saved more than 7,500,000 cardholders over $750,000,000. We see this as significant savings, and are...

thrilled to offer this free service to those who pay full price for their prescription medications.  While our cards will likely provide the greatest benefits to the uninsured and underinsured, they may also be of use to consumers with insurance—such as you.  For example, if a consumer’s insurance company does not cover brand name drugs and forces its subscribers to use generics only, but the prescribing doctor insists on a brand name, the cards may be used to provide a discount not otherwise available.  Further, if a consumer’s insurance only covers one drug or device, such as an inhalation breathing chamber, and the device is lost or broken, many insurance companies will not pay or provide a discount for a second one, but the card may offer a discount off the list price for a much-needed replacement product.  Last, many insurance plans do not cover elective or cosmetic items offered by prescription, such as teeth whiteners, weight loss products, or acne medication.  In these instances, our cards may provide the consumer with a cost-effective alternative.  For these reasons, we distribute our cards to the general public.  I’m sorry to hear that despite the fact that our cards very clearly state in bold lettering “This card is not insurance” on both the front and the back, you were still confused into thinking it was part of your insurance.  We strive to be very clear with our language and placed this disclaimer in two noticeable locations on the card so as to avoid this type of confusion.  It is unfortunate in this instance that was not the case.  Again, I'm truly sorry for any inconvenience this caused you.  When we say the cards are pre-activated, that simply means that there’s nothing for you to do prior to using the card.  Without ever having to fill out a form or make any phone calls, consumers can simply bring the cards to their pharmacist the next time they fill a prescription and the savings will be automatically applied.  To be clear, consumers do not pay for and are under no obligation whatsoever to use the card.  Like a coupon, no personally identifiable information is tied to the card, so it may be used or disposed of at the consumer’s discretion.  Anyone can use our card, though I’m sorry to hear you will not be.   Please know that I have removed your name from our mailing list and you will not be receiving any additional materials from us moving forward.  Please contact me by email or my direct telephone line below if I can be of any further assistance.Best,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Hi [redacted]--Your office was placed on our Do-Not-Mail list, but then we received an email directly from [redacted] to be placed back on.  I’ve included the text of the email exchange below.  I’m very sorry for the inconvenience this miscommunication has caused....

 Due to the request made by [redacted], your office is scheduled to receive four more packages in the coming weeks.  Should I add your office back onto our Do-Not-Mail list?  Please note that you will still receive the four packages that are set to be delivered, but if I add you back on our Do-Not-Mail list you will not receive anything after those packages have been delivered.  Again, I'm very sorry for any inconvenience this has caused--but I want to do whatever I can to make sure you feel this issue has been resolved.  Please feel free to contact me at any time by email or phone.  [redacted]From: [redacted]
[redacted]
 
[redacted]
[redacted]From: [redacted]
[redacted] 
[redacted]

Dear [redacted], I would again like to offer my sincere apologies.  Despite your request in August to be removed from our mailing lists, I understand that you did in fact receive our prescription discount cards at your place of business on 9/**/14.  Later that day you were contacted by one of our supervisors who apologetically explained that your name had definitely been removed from our lists, but unfortunately your request came after the production and mail cycle had already begun and we were unable to stop the mailing you received on that day.  From what I understand, the problem had been resolved until just three days later when you again received our prescription discount cards—this time at your home.  I would again like to very apologetically explain that the mailing you received at your home three days later was part of the same mailing cycle as the one you received at your place of business, and I’m very sorry we were unable to prevent it from being sent. Please let me know if you have received anything from us since 9/**/14.  Although your name wasn’t removed in time to beat the mailing cycle for September, from that point forward, all mailings from us should have stopped.  Again, I’m very sorry for any inconvenience this has caused you.  It is my goal to make certain you feel confident that this won’t happen again.  If you have any questions or other concerns, please do not hesitate to contact me at any time.    Kind Regards, [redacted], Marketing Services[redacted]  
Ref: Case #[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely, [redacted]

I called my pharmacy re a script, and the discount I'd get with your company. I was told it would not be as good as the one I'm already getingg, which is very small. I want to get a list of the drugs you give large discounts to, preferably the %75 ones. Surely if that exists, you'd be proud to share? [redacted]

I have used this card for over three years and have nver had a problem with my pharmacist or saving money.
Some of my friends have also used this card, and they love the savings.
It is not for everybody but it works for me.

I am a pharmacist who processed a claim through the "National Script Relief Savings Network" discount card with Script Relief. I filled a prescription antibiotic and billed the plan. They did discount the price to reimburse the pharmacy $33.68 for the cost of the drug and the dispensing fee. However - they did not actually pay the pharmacy. They had us charge the patient $122.53 - and then the plan billed us $88.85.

Let me go through these numbers so you are clear. The plan discounted the price of the drug to $33.68. They charged the patient $122.53 (almost 4 times what they felt the prescription was worth) - and they pocketed $88.85 for simply processing the claim!!

So your "free" discount card just cost you $88.85 for one prescription!!!

Review: I write to complain about the form of their advertising. Everything about the letter promoting the discount cards is calculated to deceive recipients into believing that this correspondence is some sort of official mailing from the U.S. government. The language of the letter, the font choices, and formatting all closely resemble those of any one of many standardized government forms. Also, the form I received is labeled as "Form 0913," from "United States Prescription Discounts" with their office in Washington, DC. It is quite likely that someone would mistakenly-but reasonably-mistake the letter as official government correspondence. It is only upon examination of the letter that it is clearly not affiliated with a governmental entity. I think presenting the discount cards in this way is deliberately deceptive and meant to take advantage of those with less education. It also preys on the anxiety that so many people feel regarding their family's healthcare. This sort of deception should not be tolerated from a business.Desired Settlement: I want Script Relief, LLC to be honest about who they are in their direct mailings and not deliberately deceive people into thinking that their product is affiliated with a government agency. They would do well to focus their efforts on providing a worthwhile product or service rather than rely on deception.

Business

Response:

Dear [redacted]

Review: The stated company has many "sister" companies, all of which mail prescription discount cards. I have literally been inundated with cards at both my practice & at my place of residence & have made repeated calls to request removal from any & all mailing lists - it is now to the point where I am making a call on a near biweekly basis to repeatedly make the same request (i.e., stop & desist of mailings & removal from any & all mailing lists)...

Despite MULTIPLE phone conversations with representatives & supervisors, nothing has changed & I continue to regularly receive mailings...Desired Settlement: I wish to no longer receive anything from the parent company or its "sister" companies.

Business

Response:

Dear [redacted],

Thank you for reaching out to us. It has come to my attention that you received our prescription benefit cards in error. Let me say that I am very sorry for any way this may have inconvenienced you. Please know that I have removed your name from our mailing list. To that end, you should not be receiving any additional materials from us moving forward.

I want to thank you again for writing to us, [redacted]. I’m very sorry you had a negative experience with our product. We appreciate your comments as we rely on such feedback to improve our business and user experience. If you have any additional comments or concerns, please do not hesitate to reach out to me at any time.

Kind Regards,

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:

Problem Description:

I would like to re-open Case ID [redacted]. The company responded on 08/**/2014 & provided an explanation as to why they had continued to send their product despite multiple requests on my part to have them cease & desist, as well as requesting to be removed from any & all mailing lists from their parent company & "sister" companies - the explanation they provided was that by some error, I was made to receive their discount pharmacy cards. The company also responded with their assurance that I would no longer receive their product, however, today (09/**/2014) I have again received the very same product, via mail, that I have been complaining about. The company in question does not comply with requests for removal from their mailing lists & essentially exercises harassment through their blatant disregard, which apparently extends as far as disregarding efforts from the Revdex.com. Please provide assistance in putting a stop to this company's cavalier practices.

Desired Outcome:

The company needs to be held accountable for their actions. I am not interested in receiving any correspondence from a representative of the company, as it is obvious that their words carry not value. I want the Revdex.com to exercise their influence & force this company to actually do something to correct their system, or to simply shut them down if they do not comply.

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Script Relief LLC regarding complaint ID [redacted].

Sincerely,

Business

Response:

Dear [redacted], I would again like to offer my sincere apologies. Despite your request in August to be removed from our mailing lists, I understand that you did in fact receive our prescription discount cards at your place of business on 9/**/14. Later that day you were contacted by one of our supervisors who apologetically explained that your name had definitely been removed from our lists, but unfortunately your request came after the production and mail cycle had already begun and we were unable to stop the mailing you received on that day. From what I understand, the problem had been resolved until just three days later when you again received our prescription discount cards—this time at your home. I would again like to very apologetically explain that the mailing you received at your home three days later was part of the same mailing cycle as the one you received at your place of business, and I’m very sorry we were unable to prevent it from being sent. Please let me know if you have received anything from us since 9/**/14. Although your name wasn’t removed in time to beat the mailing cycle for September, from that point forward, all mailings from us should have stopped. Again, I’m very sorry for any inconvenience this has caused you. It is my goal to make certain you feel confident that this won’t happen again. If you have any questions or other concerns, please do not hesitate to contact me at any time. Kind Regards, [redacted], Marketing Services[redacted]

Ref: Case #[redacted]

Review: I have never applied not did I contact this company, yet I received in the mail a "Discounted Prescriptions Network - Pharmacy Discount Card", stating "GOOD NEWS - YOU'VE BEEN ACCEPTED!" Authorization number [redacted] - BIN: [redacted] - GRP - [redacted] - PCN - CLAIM CRDesired Settlement: Be a responsble company with intergrity and not try to scam people into believing that this is something that they initialed.

Business

Response:

Dear [redacted]— Thank you for your email, and I apologize for the delay in my response. We work with a series of partners to help us identify those who might benefit from our free pharmacy discount program. Cardholders may be placed on our mailing list through third party marketing partners, or may have been referred by a family member or friend. Because we don’t own the lists containing the names of our recipients, it sometimes takes a few days to track down the original source. It appears that your name came from a list called Quest for Credit. This is a list comprised of individuals seeking credit and is made up of a variety of sources i.e. MOB information (mail order buyers), Census Information and Survey Information. At some point in the last 12 months, you provided this information to someone, somewhere—which qualified you for this mailing. Per your request, you are now flagged as “Do Not Mail” and you will not hear from us again—and I sincerely apologize for the inconvenience we have caused. As an added step to prevent yourself from receiving future mailings from other companies, I would suggest visiting LexisNexis and using their opt-out feature. LexisNexis has over 30 thousand sources of information that they aggregate together in linking consumer and business profiles. These profiles are the backbone of the solutions that many companies bring to market. Below is the link which has all of the information for consumers to opt-out, obtain their public record data and other consumer related transactions: [redacted] Again, I apologize for any hassle we’ve caused you as that was never our intention. Should you have any additional questions or conerns and would like to contact me directly—please feel free to do so at any time. My direct email and phone number are listed below. Joe K[redacted] Aspire Down Under LLC ###-###-####