Simplefill Prescription Assistance

This patient is choosing not to provide us with the necessary documentation in order to assist herWe have refunded her all but $but she is not looking at her account incorrectlySometimes this can take 2-business days to show up on a patients bank but it was already refunded on our end on MondayThis patient is constantly sending us angry emails, posting mean messages on our FB page and calling all of our phone linesShe has already been refundedThere is nothing else we can doShe is angry because we are requiring supporting documents with her application which is standard with all assistance prorams

We are sorry this patient was frustratedWe explain to all of our patients that we are applying on their behalf to the available programs so that we can ensure they get approved and continue to receive medications at no costWe do charge a fee for our service and explain it at the time of enrollment, it is on our website and the patient must sign our consent form which also explains thisPlease see attachedWe do not hold our patients to contracts and do hope they would fulfill the honor system of paying for what they receiveThis patient received a month supply of their medication through the help of our serviceThey have been charged for two months but have not and will not be charged since they cancelled There was a delay of the the patient receiving their medication due to their doctor not returning their portionWe called several times to follow up with the missing paperworkWe feel we did what we could do to help this patient

We do not have a consent form with the term of the contractThe reason is that we do not hold our patients to any type of contractPatients come to us when they are in financial hardship and we want to helpWe explain to our patients their financial obligation and the majority of our patients follow through with the agreementIn a few cases a patient will not complete their paymentsTwo weeks ago we did update our consent form to be more thorough but this was after [redacted] enrolledAt this point the patient can decide on how they would like to proceedWe believe we were a very big help to [redacted] during a tough time in her life and we did a lot of work for herWe never mentioned $for four monthsIf she does not want to continue with her future payments then we will take note and cancel her membership

Revdex.com:
I have reviewed the response made by the business in reference to *** ** ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
AS OF TODAY I HAVE ONLY RECEIVED 30.00....IF THEY REFUNDED MORE ITS BEEN SINCE I FILED THIS COMPLAINT

Revdex.com:
I have reviewed the response made by the business in reference to *** ** *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
These screen shots show the amount they were paid (40.00) and the refund (30.00) My original email shows the one fee will be 5.00...they have kept 10.00...below is the email...You are on your way to finally being able to afford your medication(s). What is happening now? Our Enrollment Team is preparing an enrollment packet for you that is specific to your situationIt will include applications that you will need to sign and return with supporting documents. The packet will have instructions on what is needed and will include a self addressed envelope for your convenience.It is very important for you to quickly return your enrollment packetWe are unable to process your application(s) until the necessary documents are returned. If you have questions about your enrollment packet, please callKindly, The Simplefill Team*Please note if you change your mind and no longer need assistance, you can return your enrollment packet for a full refund except a $processing fee

We have attached a copy of the consent formThis was requested by the patient and was emailed to her upon her request on May 13th to ***During the underwriting process we found that *** *** would not be eligible for assistance through the manufacturer's guidelinesWhat we
did instead was actually in her favorWe applied on her behalf for funding and she received 5,in grant funds to be used towards the treatment of her illnessAt the time of enrollment our pricing for grants was $which would be paid in monthly payments of $and totaling $We set up *** *** for payments of $since she was not originaly set up for grant payments and we did not want to put her in a place of paying more up front then what we had originally quoted. What we have since done is reduce our monthly payment to $and set up paymentsThis is on our website as well under our monthly service fee. http://simplefill.com/common-questions It is hard to see a patient so upset when we strongly feel we really helped this patientAfter reviewing this response, looking at her signed consent form, and reading our website we would like to be advised on how to proceed. Thank You

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I tried with simplefill but no aval. If I was still waiting I would not have my meds. I want this matter closed and simplefill is to not withdraw any more monies from my account. They were going to withdraw $45.00 each and every month. These monies I do not have to pay to [redacted] as my meds are free per [redacted] reps.
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We are sorry this patient was frustrated. We explain to all of our patients that we are applying on their behalf to the available programs so that we can ensure they get approved and continue to receive medications at no cost. We do charge a fee for our service and explain it at the time of...

enrollment, it is on our website and the patient must sign our consent form which also explains this. Please see attached. We do not hold our patients to contracts and do hope they would fulfill the honor system of paying for what they receive. This patient received a 4 month supply of their medication through the help of our service. They have been charged for two months but have not and will not be charged since they cancelled.  There was a delay of the the patient receiving their medication due to their doctor not returning their portion. We called several times to follow up with the missing paperwork. We feel we did what we could do to help this patient.

We do not have a consent form with the term of the contract. The reason is that we do not hold our patients to any type of contract. Patients come to us when they are in financial hardship and we want to help. We explain to our patients their financial obligation and the majority of our patients follow through with the agreement. In a few cases a patient will not complete their payments. Two weeks ago we did update our consent form to be more thorough but this was after [redacted] enrolled. At this point the patient can decide on how they would like to proceed. We believe we were a very big help to [redacted] during a tough time in her life and we did a lot of work for her. We never mentioned $50 for four months. If she does not want to continue with her future payments then we will take note and cancel her membership.

This patient has been refunded all but $5. She is not reading her statement correctly. Our policy states that if a patient returns the paperwork, they will receive a full refund except for the $5 processing fee which is very minimal. This patient did not return the paperwork but because we are doing everything we can to stop her from harassing us so that we can help the patients who do need our help, we did refund all but $5. This was done on Monday and can take 2-5 business days. It was done in two transactions. One was for $30 and the other for $5. I believe she is not reading her statement correctly. There is nothing else we can do. This patient is very challenging.

Revdex.com:
I have reviewed the response made by the business in reference to [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My doctor followed up on there end ( I have copys of there fax ) And in order to receive my meds I personally contacted [redacted] and talked to there people and then they sent my insulin out that same day (overnight) to me. 
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This patient is choosing not to provide us with the necessary documentation in order to assist her. We have refunded her all but $5 but she is not looking at her account incorrectly. Sometimes this can take 2-5 business days to show up on a patients bank but it was already refunded on our end on...

Monday. This patient is constantly sending us angry emails, posting mean messages on our FB page and calling all of our phone lines. She has already been refunded. There is nothing else we can do. She is angry because we are requiring supporting documents with her application which is standard with all assistance prorams.

The patient is correct that they get their medications from [redacted] at no cost. This was through our service. The Doctor has to be involved in the process as well. The patient just called [redacted] to get the information on their shipment but there was a lot of work done in order for [redacted] to have all the correct information in order for them to approve [redacted]. I have included some of the information from our activity log for this patient which is quite extensive. Unfortunately the patients Doctor was not responding to our requests as well as [redacted] Cares request to verify the script. This is important in order to get [redacted] Care to ship the medication. 7/30/15- Mailed MD and Patient packets 8/17/15- Received ppwk from patient but called to pt to request a SS statement from 20158/18/15- Faxed paperwork to MD since we did not get packet back8/20/15 - Called MD office to check on fax. Spoke with [redacted] at office and they mailed the paperwork on 8/14/158/21/15- Received MD portion but script was not accurate. They did not verify vials or pens. Faxed notice to MD to verify script9/4/15- Called MD office since we still did not have script9/9/15 - Called MD office twice. Put on hold for a very long time. Faxed letter to MD asking to call [redacted] Cares Medicare Answers to verify script so they can release app and send patient medication9/14/15- Pt. called for status of medication. medication was not shipped to MD office9/14/15 - Called [redacted]. Pt was approved but they still needed to verify script. [redacted] tried to call MD office to verify script and left 2 messages. Both were not returned from MD office.9/15/15 - Spoke with [redacted] at MD office. She promised to fax correct rx to [redacted] today9/15/15- App was cancelled because [redacted] was unable to to get the MD to verify the RX. Now we need a new RX completely9/21/15- contacted MD office & spoke with [redacted] she will notify MD advised them that they have to call them stat otherwise the RX will then again rejected. PT called for his [redacted] explained what was the issue.9/23- PT call told him to call [redacted] at MD'S office, MD need to call [redacted] care to verify the script.9/28/15- confirmed by PAP the medication is on the Pharmacy being processed - they will be calling the Patient to arrange shipment.10/5/15 - Patient cancelled because they were told by [redacted] that they can get their medication at no costPlease understand that it is explained to all our patients that they will get their medication at no cost from the companies that we are submitting the applications for. There is a lot of work on our behalf before the patient is approved. In [redacted]'s case, the MD was not cooperating to get [redacted]'s medications in a timely matter. We end up getting the blame for these cases which is unfortunate. I hope this clarifies things. Again - we do not hold our patients to any contract. [redacted] received a 3 months supply but only paid for 2 months. We are a very honest company that works hard for our patients.spoke with [redacted] at MD office and she will then refax a new RX to [redacted]

Revdex.com:
I have reviewed the response made by the business in reference [redacted] and find that this resolution is satisfactory to me.  They finally did refund the amount that was promised. But its a shame it took me filing this complaint for them to give the refund. Thank you
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