SingleCare Services LLC

I reviewed the response made by the business in reference to complaint ID 12558546, and find the resolution more or less unsatisfactory They admit they screwed up and will try and rectify the matter and I appreciate same Nonetheless, I still think it is poor business practice to advertise a price and say that's the price and when a client gets to the store to find it is not the case for whatever the reason, particularly when dealing with a prescription I think any business before advertising a price should convey necessary information which would alter the "advertised" price, but I find it particularly problematic when it entails medications prescribed and which could impact on someone's health

Thank you for your letter—I’m sorry to hear about the experience you had with our cards By way of background, we have contracted with Walmart, Walgreens, CVS, Rite Aid, and Kroger to provide a pharmacy network for the uninsured and underinsured The discounts and savings on medications are provided by approximately 35,participating pharmacies that have agreed to provide prices similar to what they give large insurance companies and employers 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 prescriptionsThe issue here is not with our cards or our program The pharmacy you visited is indeed in our network and the pharmacist should not have told you otherwise There is a customer service number on the back of the card for the pharmacist to call if he or she is unfamiliar with our program Do you know if your pharmacist tried to process your prescription in their system or called that number? Unfortunately, the pharmacist prevented you from receiving discounts on medications to which you are entitled Most concerning, however, is the allegation that using the card is a means for us to gather a cardholder’s private information This statement is patently false As you may know, HIPAA, the federal Health Insurance Portability and Accountability Act, prohibits any use of a consumer’s personal health information other than to fulfill the specific product or service requested by the consumer A violation of this law carries significant penalties For these reasons, we take seriously any accusation or implication that we collect or use consumer information in any improper manner If you know of any such occurrence, please let us know so that we may investigate immediately Finally, discounts for each medication will vary by pharmacy and prescription Our claims are made very carefully to inform our cardholders of the maximum discount available While we simply cannot guarantee any specific amount, the majority of our cardholders find whatever discount they receive from our program to be very helpful Please visit our website at www.singlecare.com to look up the prices of your medications at our participating pharmacies Ultimately, we want our cardholders to have a positive experience with our card and it is regrettable that the pharmacy you visited prevented that from happening If you have any additional questions or concerns, please feel free to reach out to me directly at [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

We apologize for the confusion that these cards and the phone call caused you By way of background, the SingleCare pharmacy savings cards you received in the mail 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 programsThe 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 coverageThese cards are direct mailed, inserted into savings-based mailings like ***, *** *** and *** ***, can be downloaded and printed from our website, and they are also available at certain retail stores, doctor’s offices, and urgent care facilitiesThere was no account that was set up when the cards were mailed If you do not see a need for using the cards to save money on prescriptions, you may throw them away and nothing more is needed In the event you have any concerns with SingleCare and/or our cards that are not addressed in this letter please feel free to reach out to me directly at ***

Dear [redacted]—  Thank you for writing to us.  I hope with this response I’m able to alleviate your concerns.  By way of background, we have contracted with Walmart, Walgreens, CVS, Rite Aid, [redacted], [redacted], Longs Drugs, Target, Fry’s, and Kroger to provide a pharmacy network...

for the uninsured and underinsured.  The discounts and savings on medications are provided by the approximately 35,000 participating pharmacy locations that have agreed to provide prices similar to what they give large insurance companies and employers.  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.  Discounts for each medication will vary by pharmacy and prescription, so our claims are made very carefully to inform our cardholders of the maximum discount available.  I encourage you (as I do all our cardholders) to simply visit our website at www.singlecare.com to look up the price of your medications at one of our participating pharmacies before your next visit.  By first checking the prices on our website you can avoid any uncertainty at the pharmacy.  Most concerning, however, is your allegation that we have somehow gained access to your family’s prescription purchase history and used that to falsely advertise to them.  This statement is patently false.   As you may know, HIPAA, the federal Health Insurance Portability and Accountability Act, prohibits any use of a consumer’s personal health information other than to fulfill the specific product or service requested by the consumer.  A violation of this law carries significant penalties.  For these reasons, we take seriously any accusation or implication that we collect or use consumer information in any improper manner.  I ask that you please let us know the basis for this claim so that we may investigate immediately.  I look forward to your reply.  Ultimately, we want our cardholders to have a positive experience with our cards, so if there is anything else I can do to improve our service, please let me know—I’m happy to accommodate.      Many thanks,  Joe

Thank you for your letter—I’m sorry to hear about the experience you had with our cards.  By way of background, we have contracted with Walmart, Walgreens, CVS, Rite Aid, and Kroger to provide a pharmacy network for the uninsured and underinsured.  The discounts and savings on medications...

are provided by approximately 35,000 participating pharmacies that have agreed to provide prices similar to what they give large insurance companies and employers.  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. The issue here is not with our cards or our program.  The pharmacy you visited is indeed in our network and the pharmacist should not have told you otherwise.  There is a customer service number on the back of the card for the pharmacist to call if he or she is unfamiliar with our program.  Do you know if your pharmacist tried to process your prescription in their system or called that number?  Unfortunately, the pharmacist prevented you from receiving discounts on medications to which you are entitled.  Most concerning, however, is the allegation that using the card is a means for us to gather a cardholder’s private information.  This statement is patently false.   As you may know, HIPAA, the federal Health Insurance Portability and Accountability Act, prohibits any use of a consumer’s personal health information other than to fulfill the specific product or service requested by the consumer.  A violation of this law carries significant penalties.  For these reasons, we take seriously any accusation or implication that we collect or use consumer information in any improper manner.  If you know of any such occurrence, please let us know so that we may investigate immediately.    Finally, discounts for each medication will vary by pharmacy and prescription.  Our claims are made very carefully to inform our cardholders of the maximum discount available.  While we simply cannot guarantee any specific amount, the majority of our cardholders find whatever discount they receive from our program to be very helpful.  Please visit our website at www.singlecare.com to look up the prices of your medications at our participating pharmacies.  Ultimately, we want our cardholders to have a positive experience with our card and it is regrettable that the pharmacy you visited prevented that from happening.  If you have any additional questions or concerns, please feel free to reach out to me directly at [redacted]

I reviewed the response made by the business in reference to complaint ID 12558546, and find the resolution more or less unsatisfactory.  They admit they screwed up and will try and rectify the matter and I appreciate same.  Nonetheless,  I still think it is poor business practice to advertise a price and say that's the price and when a client gets to the store to find it is not the case for whatever the reason, particularly when dealing with a prescription.   I think any business before advertising a price should convey necessary information which would alter the "advertised" price, but I find it particularly problematic when it entails medications prescribed and which could impact on someone's health.