ComplaintsforRi-Vive Wellness

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $388.00 paid without services received request money returned and was denied. ***** order a off label medication in my name and charged me for *** shipping from ***** to **** her PO Box then overnight to her office. I did not receive this medication I was told I had a prescription at ******* Pharmacy in ********* **********. I do not want ***** ordering off label not *** medications under my name and contact information. No informed consent of these practices. I did not give NP permission to use my contact information to ship wegovy to **** ******. I live in ********************. I also was not examined by ***** or advise of risk I had a heart attack in February ongoing Oncology prevention treatment with an active lymph node that is being watched. I had an aggressive cancer that occurred 3 times. Metastasized from breast to lymph nodes. I met with ***** for about 15 minutes she focused on getting my insurance to pay her. I have a voice mail from *** **** telling me there was perishable medications for me from Empire Pharmacy ******************************************************************************

  Business response

  09/07/2023

  The patient who is making this complaint works in my building. She contacted me regarding medical weight loss and wanting to start weight loss medications. I was generous enough to fit this patient in for her visit since she is a neighbor in my building. I saw the patient on 7/27/23 for a medical weight loss consult where she completed all consents and her medical history was reviewed. I spoke with the patient and asked if she had any medical concerns she wanted to discuss and there were no concerns noted.  At the time of the visit I informed the patient that there was a possibility to get her insurance to cover her medications by obtaining prior authorization. My clinic does not accept her insurance so she would be responsible for the cost of the consult fee and the monthly service to manage her prescriptions. During the patients visit I spent over 30 minutes on the phone with the patients insurance company obtaining prior authorization for her medications which I have documentation to support this. Once prior authorization was obtained I sent the patients authorized prescription to the pharmacy she requested. The patient attempted to pick up the medications from the pharmacy and was told the pharmacy did not have the supply which has been a known issue with this particular weight loss medication. I informed the patient that there was a supply issue and that I had other patients who had similar issues with obtaining their medications. On July 28th the patient sent a secure text message asking if there was anything else she could do to start treatment. At this time I advised the patient to try to contact multiple pharmacies to check the pharmacy supply and  she did let me know that ******* pharmacy had the medication in stock; however upon speaking to the pharmacist I was told the medication was not available and that the patient's prior authorization did not allow for her to receive a higher dose of the medication as a starting dose she would have to receive the starting dose which the pharmacy did not have available in stock and didn't have an estimated time of when the medication would be available.  I contacted the patient back to inform her of this and suggested that she could order a 1 month supply of the medication from the compounding pharmacy which the patient did agree to.  I have secure text message documentation from this patient agreeing to order the compounded version of the medication which I placed an order for on July 30th. I informed the patient that the pharmacy takes about **** business days to ship medications.  Due to a pharmacy delay which my clinic has no control over the medications did not process and ship until 8/25. During  this time I received a written note from this patient requesting a refund. The patient never sent a secure message or attempt to call to request a refund and I had just sent her a secure message updating her of the medication status on 8/24/23. On 8/25/23 she reported to me via secure message that she was requesting a refund because she did not get her medications even though I had updated her of the order status on 8/24/23. I also had already sent a prescription to ******* and CVS on her behalf as well as placing the requested order with the compounding pharmacy. I informed the patient on 8/25/23 that I would refund her money except the cost of my consult fee ( her insurance does not cover) and the cost of shipping which is $45.  During the brief text conversation the patient did state that she would like to continue with the program since her medications were shipping however due to the patients complaints, her hostile attitude towards the provider, and her ignoring the providers phone calls I choose to refund her money with exception of the consult fee and shipping cost. The patient also stated she was working with another weight loss clinic. On 8/28/23 I refunded this patient back $158.  Her total charges were $388. The patient did sign a cancellation form on 7/27/23 stating that once medications are ordered and shipped the patient is responsible for requesting a refund within 24 hrs or they forfeit the right to the monies as my clinic will incur the cost of medications and shipping. On 8/29/23 I received a notice of a dispute from this patients bank for the $388 which was refunded to her on top of the Venmo refund payment sent to her of $158 so this patient essentially walked away with an additional $158 from my clinic. All transactions that this person claims are illegal are false statements as everything done with my business is legal. There is no illegal medication handling nor did anyone illegally order medications under her name. A patient has to authorize and give consent before any medication orders are processed. My clinic also does not have control over supply and demand issues between suppliers and pharmacies. We do our best to keep patients updated on the current status of their medication orders and if there are any changes to the medication status. I have all documentation and secure text messages between myself and this patient to support the facts for this matter. I would appreciate that any negative claims towards my business be removed and statements of illegal practices be redacted. I can provide any additional documentation needed for this matter. Thank You

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