Walgreens

Initial Business Response /* (1000, 8, 2014/10/03) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the E-Comm Issue Resolver Rosemary Guzman for handling. The following information was provided as the resolution...

details.
1. Was the customer contacted? If so, in what form? (i.e. email, phone or letter) - I called Mr. [redacted]. I explained that Sotalol 80mg tablets are not on the WCARD formulary, thus the price increase. I informed him that Sotalol 120mg and 160mg tablets remain on WCARD formulary.
2. Was the customer satisfied? - Mr. [redacted] was satisfied with explanation.
3. Was compensation provided? (if gift card, the gift card number and amount) - Mr. [redacted] accepted the $51.00 refund to his [redacted] credit card on file.
4. What actions were taken to prevent reoccurrence? - Mr. [redacted] will be picking up his medication locally.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
Deerfield IL XXXXX
Fax: XXX-XXX-XXXX

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Office for handling. The following information was provided as the resolution details....


Pharmacist, Joan-Marie will mail Mr. [redacted] records available at the store level. Additionally, as Mr. [redacted] is requesting records dating back to 1986, Joan-Marie will contact our records department and submit a request for said records. Pharmacy Manager Lauren [redacted] will contact Mr. [redacted] going forwards to keep him informed of any updates.
 
If you have any questions please do not hesitate to contact me.
 
Thank you,
 
Ben *.
Consumer Relations Executive Representative 200 Wilmot Road
Deerfield, IL 60015
Fax: 256-389-3763

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Manager [redacted]. for handling. The following information was provided as the resolution...

details.
1. Was the customer contacted? If so, in what form? (i.e. email, phone or letter) Phone call
2. Was the customer satisfied? Yes. District Manager is forwarding the pricing concerns to the National Photo Operations and Quality Control Manager to review pricing structure of passport photos.
3. Was compensation provided? (if gift card, the gift card number and amount). Customer refunded $25.00
4. What actions were taken to prevent reoccurrence? Store Manager coaching team members to fully explain pricing to customer and empower with service recovery tools.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the district manager and store manager for handling. The following information was provided as the resolution details. Store manager, Edwin [redacted], called Ms. [redacted]...

to apologize for her bad experience and he then delivered the right medication to her home at 6 pm. He apologized and told Ms. [redacted] that she did not have to pay for her co-pay. Ms. [redacted] seemed satisfied and very pleased with the quick response and the waiving of the $23.00 co-pay.If you have any questions please do not hesitate to contact me. Thank you, Jasmine *. Corporate Consumer Relations200 Wilmot RdDeerfield, IL 60015Fax: 256-389-3763

Hello [redacted],
Thank you very much for choosing Vision Direct.
I am reaching out to advise you that we have received your Revdex.com complaint and are following up to resolve the issue in your complaint. I sincerely apologize that had an issue fulfilling your order but as your were advised CIBA, the...

manufacturer of your lenses was renovating and moving their warehouse which impacted the fulfillment of many orders for many suppliers like us. I am sorry you felt like we were stalling but we were advised by the manufacturer that they would fill as many orders as they could as quickly as they could.  We were not notified by the manufacturer until 4/13/2016 which unfortunately was alot of needed information needed arriving to late for us to assist you. 
I reviewed your account and found that we received your request for the order to be cancelled at 4:05pm PST and we emailed you at 5:58pm PST to advise you that your order was cancelled as you requested. I have also looked into your refund request. As you should be aware as you are a long time customer of Vision Direct we only do pre-authorizations on your credit  card when an order is first placed and we do not charge for an order until we ship the order. Since your order did not ship we didn't charge your card and the pre-authorization should have dropped within 2-3 days after we cancelled the order. 
Once again I sincerely apologize that we were not able to resolve the issue of shipping your order and the inconvenience you experienced. As an apology from me to you I have applied a $50 instore credit to be used on any order you may place with us in the near future. It will remain there until it is used. If you have any other questions or concerns [redacted] please contact us at 1-800-VisionDirect (1-800-847-4663) for further assistance. Thank you once again for choosing Vision Direct and I hope you have a wonderful day. 
Sincerely, 
Management Team
drugstore.com ™ the uncommon drugstore ™
Beauty.com ™ the world of beauty online ™
Vision Direct - your source for savings on contact lenses

I just left this store. I have been coming to this Walgreens for the past 7 years and I may not always have had the best experience, but the good definitely always outweighed the bad. Today, however, is not that day. I'm in the store browsing for stocking stuffers and have been in for a good 15 minutes or more when my 5 year old daughter says she needs to use the restroom. I stop shopping and take her to the cashier knowing I need them to unlock the door when the cashier tells me there's no public restrooms. You obviously see me shopping. I'm right in the makeup aisle right across from you, and you're the one who greeted me in the first place and now you're telling my 5 year old she has to wait for me to purchase something to use the bathroom. Then your fellow cashier decides to say call the manager, and you stupidly stand there like an it. I declined that since when I first walked in you had another customer with another cashier saying the manager was pages 5 times and never answered. My child's not gonna be able to wait that long. Thank God my house is just 5 minutes away, but you people should be ashamed of yourselves. How pathetic can you be to tell a 5 year old she has to wait for me to buy something in order for her to use the bathroom. And of course I'm walking out on your apology not listening. I don't have time to wait for a half-as, insincere apology while my child has to use the bathroom and you won't let her. Forget me ever coming here again.

Waglreens Pharmacy department in Goldsboro, NC ([redacted]) is terrible. No communication between staff, wrong information given to patient, take over a week to prescription filled, and rude staff.

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Senior Associate, Retail [redacted] for handling. The following information was provided as the resolution details.
font-family: Arial; background-color: rgb(255, 255, 255);">Ok,Here is my conclusion on [redacted]. I have spoken with several representatives within IL [redacted]. We had previously received denials on all of his claims stating his spenddown had not been met. IL [redacted] states that they do not always update the system immediately with the spenddown information. Please see below claims, I have separated them out showing what will be rebilled to IL [redacted] or written off because it is past the 2 year file limit and with what we will continue to bill to the customer. He will be notified today by [redacted] she is with IL [redacted] and has been speaking to the customer. Please let me know if you have any questions.Claims that will either be written off for being past the 2 year file limit or rebilled to IL [redacted] $566.69.[redacted]-3/7/14-$23.65[redacted]-3/7/14-$102.20[redacted]-4/1/14-$23.0...⇄ $566.69Claims that we will continue to bill to the customer$658.75[redacted]-10/1/14-$4.13[redacted]-10/1/14-$25.90[redacted]-10/1/...⇄ $658.75Thank you   If you have any questions please do not hesitate to contact me.   Thank you,   [redacted] H. Corporate Consumer Relations [redacted] Wilmot Rd Deerfield, IL 60015 Fax: [redacted]

Initial Business Response /* (1000, 5, 2014/04/30) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Pharmacy Supervisor [redacted] for handling. The following information was provided as the resolution...

details.
1. Was the customer contacted? If so, in what form? (i.e. email, phone or letter). I spoke to the patient's mother on the phone today
2. Was the customer satisfied? I explained the Specialty Department received notification from their insurance the deductible had been met for the year. This is the reason no one reached out to them prior to shipping the medication, which is protocol at their facility. I agreed to send the phone number from the Specialty Department to the family for them to follow up on the date of service so they can contact their insurance company
3. What actions were taken to prevent reoccurrence? Nothing can be done in the future since the information provided from the insurance was not current
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
Deerfield IL XXXXX
Fax: XXX-XXX-XXXX

Initial Business Response /* (1000, 10, 2015/06/23) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Ecommerce and Balance Rewards Team for handling. The following information was provided as the resolution...

details.
Customer's account has been deactivated under the email address of [redacted]@yahoo.com- This is the only account that I located for the customer.
I have also canceled account #XXXXXXXXXXXXX per Mr. [redacted] request.

If you have any questions please do not hesitate to contact me.
Thank you,
[redacted] H.
Consumer Relations Specialist
[redacted] Rd. [redacted]
[redacted] IL XXXXX
Fax: XXX-XXX-XXXX

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to our Specialty Pharmacy Department for handling. The following information was provided as the resolution details. [redacted], Group Supervisor - Specialty...

Pharmacy, confirmed that Mr. [redacted] $98.00 balance was written off. [redacted] called and spoke with [redacted], a representative for Mr. [redacted], on 12/15/2015. [redacted] sent an email to [redacted] with a copy of the statement with a 0 balance attached. If you have any questions please do not hesitate to contact me. Thank you, [redacted] M.Corporate Consumer Relations2[redacted]

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the our Insurance Vendor for handling. The following information was provided as the resolution details.Our Insurance vendor is working with the customer directly and...

has informed the customer that a claim will remain open pending the patient's follow-up with his MD. If you have any questions please do not hesitate to contact me.Thank you,Cierra *.Executive Consumer Relations Representative200 Wilmot RdDeerfield, IL 60015Fax: 256-389-3763

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. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: It is unfair that I am still liable for the $658.75 when I know for a fact that I have paid my spend-down in two ways: The first, directly to the Illinois [redacted] Spend-down department and the second, by taking medical receipts (months in advance) to the [redacted] Park Local Department of Human Services Office located at: [redacted] W. [redacted] Ave; Chicago, IL. [redacted]-5246 It is unfair and wrong to put me to blame and make me liable for these claims that should have been processed and taken care of by the State of Illinois Department of Human Services ([redacted] Department). I cannot agree with the assumption that I did not meet my spend-down the whole year of 2015 because from what I can see I am being billed for Feb. 2015, June 2015, July 2015, and Aug. 2015,- that's almost the whole year of 2015.
Again there is a mistake, I will reiterate. I did speak to several caseworkers at the [redacted] Park Local Department of Human Services Office and I was informed that I did in fact had met my spend-down all throughout 2014, 2015, 2016 and presently. I was also told that in their IL [redacted] system it did show/prove that my spend-down was in fact met on the dates that Walgreens is billing me for. Now as a kidney transplant patient dealing with other health conditions I am always either at a doctor's office or in the hospital. And I indeed visited both the doctors and hospitals all throughout 2014, 2015 and 2016. And I have not received any medical bills stating that I did not meet my spend-down and therefore would have to pay the 20% that [redacted] did not pay. I have not received any such bills. I just received the very excessive and unfair statement bill of $1,225.44 from Walgreens in July 2016. Never received a bill statement prior to that date. Who is to blame for sending me such bill after almost 3 years? And I have yet to receive a response (a good valid one) as to why I received such an excessive bill from Walgreens after two and a half years? No one can give me a good response for that. This is very inconsiderate, inconvenient, unfair and wrong.
It is totally unfair for Illinois [redacted] recipients to be liable and held accountable for claims that were not either processed or received between the State of Illinois [redacted] system and Walgreens. Consequently Illinois [redacted] recipients that have complied (such as myself) by either taking medical receipts to their local IL Dept. of Human Services Office ahead of time (a month in advance) and likewise have paid the spend-down directly to the (Illinois Department of [redacted] Spend-down department via mail) AND still IL [redacted] recipients are wrongfully and unfairly being held accountable/liable for medical charges -prescription claims such as this one. This is not justifiable! When will the State of Illinois hold [redacted] Spend-down dept workers responsible/accountable for not processing and doing their job in a timely manner so that we IL [redacted] recipients won't be held liable for such charges that we cannot afford and should not have to pay for being of low-income.
What happened to me is a good example of the lack of effective communication between the Walgreens billing department and the the State of Illinois Department of Human Services [redacted] Department. Again, there is no way that I can pay such an excessive bill that is NOT my fault and should have been paid for -taken care of by the State of Illinois [redacted] Department. And I still can't understand why did it take so long for Walgreens to contact me via mail with such billing issues? If I would have been contacted back in 2014 via mail/phone about my spend-down "not being met" I would have taken care of the issue back then. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/16) */
Thank you for contacting our company in regards to this complaint. Not enough information was provided to address this concern. The store number or physical address is necessary in order to investigate this claim.
If you have any...

questions please do not hesitate to contact me.
Thank you,
[redacted]
Corporate Consumer Relations
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing is solved. They will continue to do this to their customers. It was the Walgreens on [redacted] They should not be getting away with this. It's not like this is the first time this has happened to me at that store.
Final Consumer Response /* (2000, 15, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If not all of the items were 2/$5 they should not have been in with the items marked 2/#5. There were no other places for the items not marked. They were all in one bin and it was the only bin there. That's not a very good way to do business. I will continue to check the sale prices for this store. I think they do this quite often.
Final Business Response /* (4000, 13, 2015/10/26) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the District Manager for handling. The following information was provided as the resolution details.
Ms.[redacted] was contacted on October 23, 2015 by [redacted], District Manager. Ms.[redacted]'s claim was investigated by researching the area where the books were purchased. Some products in that area were labeled with bulls-eyed stickers with pre prices on them showing $2.99 or 2/$5. Other products that are in this basic area did not have those stickers and were not included in that special pricing promotion. All items marked with the bulls-eye sticker showing $2.99 or 2/$5 rang correctly. When Ms.[redacted] returned to the store a price adjustment was given even though that was not the pricing that was intended. The store manager will check pricing weekly to make sure store price stickers match promotions advertised in our weekly circular ad.
Mr.[redacted] issued Ms.[redacted] a gift card for $20 for her inconvenience.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Corporate Consumer Relations
[redacted]

Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has...

sent this case to the District Manager for handling. The following information was provided as the resolution details.  
 
1. Date resolved: 10/18/2016
2. Who resolved: [redacted]
3. How resolved: I listened to the consumers concerns and apologized for the breakdown in service. I let him know I would follow up with the store to retrain the involved employees on the proper way to sell a gift card. I then offered to refund his gift card and mail him a check so he isn't further inconvenienced.
4. Customer satisfaction: The customer was still disappointed with the initial interaction but he appreciated the follow up and was satisfied with the gift card.
5. Compensation given: $55 Refund.
 
If you have any questions please do not hesitate to contact me. 
 
 
 
[redacted] H. 
 
Consumer Relations Executive Representative
 
[redacted] Wilmot Rd
 
Deerfield, IL 60015
 
Fax: [redacted]

Thank you for contacting our company in regards to this complaint. Our consumer relations department has sent this case to the healthcare billing department. The following information was progivded as the resolution details:This patient account was sent to [redacted], they are not acting as...

a ‘collection agency ‘ for [redacted], they are only sending bills out on our behalf. There is no credit reporting by this agency. Patient has been making payments, however, alances are due upon receipt of the billing and there is no formal payment plan arrangement on the patient account.If you have any questions please do not hesitate to contact me. Thank you, [redacted]Consumer Relations Executive Representative[redacted] RdDeerfield, IL 60015Fax: [redacted]

Initial Business Response /* (1000, 8, 2014/09/22) */
Please have customer to provide the store number or location where this matter took place at.
Thank you
Consumer Relations
Case #: XXXXXXXX
Consumer: [redacted]
Please understand that the complaint content and your...

response will be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. Revdex.com may redact the complaint or your response to protect privacy rights and to remove inappropriate language.
The Revdex.com has received the above-referenced case from a consumer. The details of the consumer's concerns are available by clicking here. Please review this matter and advise us of your position.
Case #: XXXXXXXX
Consumer: [redacted]
Case Opened: XXXX-XX-XX
The Revdex.com takes no position as to the validity of the case. Our goal is to help you and the consumer resolve this issue in a mutually satisfactory manner.
In accordance with your Revdex.com Accredited Business agreement, the Bureau is requesting a written response to this case by September 20, 2014. If we are unable to satisfactorily resolve the dispute, we will proceed with arbitration as per your Accredited Business agreement. Please note that your response and any additional documentation that you provide in addressing this complaint may be forwarded to the complainant. Your prompt response greatly enhances the chance for a successful resolution.
As this case progresses, you may also consider using Revdex.com alternative dispute resolution services such as binding arbitration. For more details about arbitration, please visit: [redacted]
We encourage you to use our ONLINE COMPLAINT system to respond to this case. Please do not reply to this e-mail as this is a general e-mail address, please use the ONLINE COMPLAINT system.
Clicking here will take you directly to this case and you will be able to enter your response directly on our website. Be advised that there may be an attached scanned document that you need to open in order to view the case. If the above link does not work for you, please copy and paste this URL into your browser:
[redacted]/XXXXXXXX/b/7b4deXXXXX
** look forward to your prompt attention to this matter. Thank you for your continued support of the Revdex.com as well as your efforts in voluntary self-regulation.
Sincerely,
[redacted]
Dispute Resolution Specialist - Personal Services
[redacted]@chicago.Revdex.com.org
Initial Consumer Rebuttal /* (3000, 11, 2014/09/29) */
Unfortunately I have no knowledge of how Walgreens assigns store numbers. The street address is as follows: [redacted] XXXXX.
Final Business Response /* (4000, 13, 2014/10/04) */
We have not heard back from the customer after attempting to get a hold of him. It is company policy to ask for ID when purchased
Final Consumer Response /* (4200, 15, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been following this case closely and have answered every email sent from the Revdex.com concerning this case. I have received no direct communication from Walgreens. In my most recent reply to the Revdex.com I've provided the address of the store that I filed a complaint about. If they wish I can provided that again. Secondly, based on the information that I have obtained through my Revdex.com complaint against [redacted] Dot, I am now aware that this is a Walgreens Company policy and not a [redacted] Dot policy like the clerk at Walgreens told me. I am disappointed that I wasn't told the truth about this. WHAT I AM CONCERNED ABOUT (as I mentioned in my complaint) is my personal information being made visible to whomever should happen walk by, which is why I do not want to submit my ID when reloading my card. If my ID is going to be required whenever I reload my [redacted] Dot card I want to know what is going to be done to make sure other people do not see my personal information when that information is being entered into the system over and over again. I want my privacy protected. FYI I feel so strongly about this I have stopped filling the prescriptions for me an my family at Walgreens and if nothing is going to be done I will stop shopping there completely and share my experiences with family, friends and on social media. This is a VERY SERIOUS matter to me.

Initial Business Response /* (1000, 5, 2014/05/08) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Accountant, Walgreens Specialty Pharmacy [redacted] for handling. The following information was provided as...

the resolution details.
I have spoken with the wife [redacted]. She has paid in full the amount (I gave her a 5% discount for the trouble she has gone through) $546.65. I have reported the amount to the collection agency and they have submitted the request to have it removed from the Husband ([redacted]'s) credit report and they are sending out a paid in full letter to the patient as well as notification that the request has been sent to remove from their credit report.
On Walgreen's side we are considering this resolved. Affiliated is also considering this resolved and responding to the Revdex.com that it is resolved.
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
[redacted]
Deerfield IL XXXXX
Fax: XXX-XXX-XXXX

Initial Business Response /* (1000, 7, 2014/03/19) */
Thank you for contacting our company in regards to this complaint. Our Consumer Relations department has sent this case to the Pharmacy Supervisor Don Holst for handling. The following information was provided as the resolution details....


1. Was the customer contacted? If so, in what form? (i.e. email, phone or letter)
customer was contacted by phone
2. Was the customer satisfied?
customer accepted explanation of store procedure, but felt the pharmacist should have explained the issue in more detail.
3. What actions were taken to prevent reoccurrence?
Reviewed customer service and partial refill procedures with store team. The pharmacist involved is one of our most respected team members and has not received any type of complaint in recent memory. Technician witnessing the incident stated he was courteous, and not disrespectful but offering solutions to the patient.
Pharmacy manager will address training on handling partial fills from the robot filling machine to ensure the label matches the quantity counted to avoid future issues
If you have any questions please do not hesitate to contact me.
Thank you,
[redacted]
Consumer Relations Specialist
1419 [redacted]
Deerfield IL XXXXX
Fax: XXX-XXX-XXXX