Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  formally express my concerns regarding my recent order with your pharmacy, Order #*******, placed on December 13, 2024, for a 3-month supply of Compounded Tirzepatide through IVIM Health.Upon receiving and using the medication for one month, I have not experienced any weight loss, which is contrary to my expectations based on previous experiences with similar medications. This has raised significant concerns about the efficacy of the product provided by your pharmacy.Additionally, I have come across several reviews from other customers who have reported similar issues after switching to your pharmacy. These consistent reports suggest there may be an underlying issue that warrants investigation.I believe it is crucial for the integrity of your services and the safety of your customers that this matter is thoroughly investigated. I intend to report this issue to the **** Consumer Complaint line to ensure appropriate measures are taken.I would appreciate your prompt attention to this matter and any information you can provide regarding the quality assurance processes in place for compounded medications at your facility.Thank you for addressing this issue

  

  Business Response

  Date: 01/23/2025

  Hello ********, 
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us at ***************************************************************
  
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.
  
  Customer Service 
  **********************

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22837446
  
  I am rejecting this response because:
  I have emailed my complaint as well with no response so I am rejecting until I know something. 
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 01/28/2025

  Dear Veronica ********,
  
  Im reaching out from our Quality and clinical department regarding your complaint.
  We are sorry to hear that you are not receiving the expected results from your medication treatment. We are here to help and support you to help you reach your goals.We have notified your provider about your complaint and would be best to explore the variables that can lead to ineffectiveness. A simple dosing or diet tweak at times could resolve the issue at hand.
  
  We want you to understand that these are Pharmaceutical products which do not have the same clinical effects across all patients. Your metabolic make up, diet, lifestyle, potential medical conditions, are all elements that can affect how medication works. It could be a simple as dosing and administration that resolves the issue.
  See attached quality** documents  ( see attached COA ) that are all within the pharmaceutical accepted ranges (96.1%). Furthermore, our robust quality program is comprised of a team of pharmaceutical experts, Pharmacist, as well as a retired *** manufacturing inspector who serves as our Quality auditor. Lastly, our products are tested against the commercial product as reference standard a testament to our quality standards.
  
  The answer to your lack of response lies in, understanding your treatment path thus far. This includes not limited to: your dosing technique, your injection technique, your dosing protocol, your diet, and if you have any medical conditions. Just to give an example, most patients think side effects are the indication of the medication working. In fact, side effects are just a way of telling the body that the dose may be required to be adjusted, your diet needs to be adjusted, or that you are highly sensitive to the medication. GLP-1 medication such as Tirzepatide actually require the patient to eat in order for it to work. They are not appetite suppressants. Contrary to most belief medication does not work by directly suppression your appetite but rather medications work win delaying gastric emptying, which means food would sit longer in your stomach, metabolizing it slower and making you feel full longer. 
  
  We are happy to provide guidance and support to help you maximize your experience with the medication. Our pharmacists are available to discuss possible solutions with you.
  
  
  Clinical Team

  Hallandale Pharmacy
  
  **Please note that your provider has selected Hallandale Pharmacy due to our rigorous Quality program.

  

  Business Response

  Date: 01/28/2025

  Dear Veronica ********,
  
  Im reaching out from our Quality and clinical department regarding your complaint.
  We are sorry to hear that you are not receiving the expected results from your medication treatment. We are here to help and support you to help you reach your goals.We have notified your provider about your complaint and would be best to explore the variables that can lead to ineffectiveness. A simple dosing or diet tweak at times could resolve the issue at hand.
  
  We want you to understand that these are Pharmaceutical products which do not have the same clinical effects across all patients. Your metabolic make up, diet, lifestyle, potential medical conditions, are all elements that can affect how medication works. It could be a simple as dosing and administration that resolves the issue.
  See attached quality** documents  ( see attached COA ) that are all within the pharmaceutical accepted ranges (96.1%). Furthermore, our robust quality program is comprised of a team of pharmaceutical experts, Pharmacist, as well as a retired *** manufacturing inspector who serves as our Quality auditor. Lastly, our products are tested against the commercial product as reference standard a testament to our quality standards.
  
  The answer to your lack of response lies in, understanding your treatment path thus far. This includes not limited to: your dosing technique, your injection technique, your dosing protocol, your diet, and if you have any medical conditions. Just to give an example, most patients think side effects are the indication of the medication working. In fact, side effects are just a way of telling the body that the dose may be required to be adjusted, your diet needs to be adjusted, or that you are highly sensitive to the medication. GLP-1 medication such as Tirzepatide actually require the patient to eat in order for it to work. They are not appetite suppressants. Contrary to most belief medication does not work by directly suppression your appetite but rather medications work win delaying gastric emptying, which means food would sit longer in your stomach, metabolizing it slower and making you feel full longer. 
  
  We are happy to provide guidance and support to help you maximize your experience with the medication. Our pharmacists are available to discuss possible solutions with you.
  
  
  Clinical Team

  Hallandale Pharmacy
  
  **Please note that your provider has selected Hallandale Pharmacy due to our rigorous Quality program.

  

  Business Response

  Date: 01/28/2025

  Dear Veronica ********,
  
  Im reaching out from our Quality and clinical department regarding your complaint.
  We are sorry to hear that you are not receiving the expected results from your medication treatment. We are here to help and support you to help you reach your goals.We have notified your provider about your complaint and would be best to explore the variables that can lead to ineffectiveness. A simple dosing or diet tweak at times could resolve the issue at hand.
  
  We want you to understand that these are Pharmaceutical products which do not have the same clinical effects across all patients. Your metabolic make up, diet, lifestyle, potential medical conditions, are all elements that can affect how medication works. It could be a simple as dosing and administration that resolves the issue.
  See attached quality** documents  ( see attached COA ) that are all within the pharmaceutical accepted ranges (96.1%). Furthermore, our robust quality program is comprised of a team of pharmaceutical experts, Pharmacist, as well as a retired *** manufacturing inspector who serves as our Quality auditor. Lastly, our products are tested against the commercial product as reference standard a testament to our quality standards.
  
  The answer to your lack of response lies in, understanding your treatment path thus far. This includes not limited to: your dosing technique, your injection technique, your dosing protocol, your diet, and if you have any medical conditions. Just to give an example, most patients think side effects are the indication of the medication working. In fact, side effects are just a way of telling the body that the dose may be required to be adjusted, your diet needs to be adjusted, or that you are highly sensitive to the medication. GLP-1 medication such as Tirzepatide actually require the patient to eat in order for it to work. They are not appetite suppressants. Contrary to most belief medication does not work by directly suppression your appetite but rather medications work win delaying gastric emptying, which means food would sit longer in your stomach, metabolizing it slower and making you feel full longer. 
  
  We are happy to provide guidance and support to help you maximize your experience with the medication. Our pharmacists are available to discuss possible solutions with you.
  
  
  Clinical Team
  Hallandale Pharmacy
  
  **Please note that your provider has selected Hallandale Pharmacy due to our rigorous Quality program.
  Attached Files/Documents
   1105736.pdf

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22837446
  
  I am rejecting this response because: until refund is received.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my trizepatide from an online platform and it was provided by Hallandale Pharmacy i was charged $390.00 for each month and i order for 2 months and both vials were filled with just plain water no medicine in there whatsoever i was ripped off and there was no medicine provided to me i just paid $780.00 just for plain water i need my refund and this company should be re inspected for the products its serving

  

  Business Response

  Date: 01/23/2025

  Hello Pooja, 
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us at ***************************************************************
  
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.

  Customer Service

  **********************

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22826321
  
  I am rejecting this response because:its not good enough to replace the ordeals and troubles a person goes through this kind of vicious quality products .
  
  Sincerely,
  
  Pooja Shukla

  

  Business Response

  Date: 01/28/2025

  Dear Pooja Shukla,
  
  
  Im reaching out from our Quality and clinical department regarding your complaint.
  We are sorry to hear that you are not receiving the expected results from your medication treatment. We are here to help and support you to help you reach your goals. We have spoken to your provider and they will be reaching out to you to further help find a solution to your complaint.
  
  We want you to understand that these are Pharmaceutical products and do not have the same clinical effects across all patients. Your metabolic make up, diet, lifestyle, potential medical conditions, or all elements that can affect how medication works. Im sure people can relate to the fact go to the ** to get treated for a cold and many times the doctor has to change the medication. For the reasons mentioned above ,rnot all medication will work the same some required dosing adjustments require lifestyle adjustments, and other might just not work at all for all.
  Our quality documents represents the contrary to your claims (see attached COA's ) the potency of your product is in fact within the pharmaceutical accepted ranges. we test our products against the commercial products as a reference standard which is our testament to quality. Furthermore, we have the most robust quality program with the team of pharmaceutical experts, Pharmacist, microbiologists as well as a retired *** manufacturing inspector who serves as our Quality auditor.
  
  
  The answer to your lack of response lies in, understanding the path thus far for your treatment and not the quality of our product.
  
  
  This includes not limited to: your dosing technique, your injection technique, your dosing protocol, your diet, and if you have any medical conditions. Just to give an example, most patients think side effects are the indication of the medication working. In fact, side effects are just a way of telling the body that the dose may be required to be adjusted, your diet needs to be adjusted, or that you are highly sensitive to the medication. GLP-1 medications such as tirzepatide actually require the patient to eat in order for it to work. They are not appetite suppressant. Contrary to most belief medication does not work by directly suppression your appetite the medications work by delaying gastric emptying, which means food would sit longer in your stomach, metabolizing it slower and making you feel full longer. 
  
  
  We are happy to help you navigate as we with have with other patients who have experience the same. Although the numbers are very small, 99% of our patients respond well. Most time its a simple dosage adjustment.
  
  Again, your provider will be reaching out to you, however we are here to help add additional support assist you.

  Sincerely,

  Clinical Team

  Hallandale Pharmacy

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22826321
  
  I am rejecting this response because: I am not satisfied with the product and quality of your product.
  
  Sincerely,
  
  Pooja Shukla

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to switch Tirzepatide provider. I received the higher dosage of 10.0 from Hallandale Pharmacy. I feel absolutely nothing. I dont believe they put any medication in the bottle whatsoever. This is a joke. Completely scammed. I will always check which pharmacy this is coming from now on. Hallandale are thieves.

  

  Business Response

  Date: 12/18/2024

  Hello ******, 
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us at ****************************************************************

  
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.

   

  ****** F
  Hallandale Pharmacy
  Customer Service Team
  

  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22693409
  
  I am awaiting further response from your team and do not accept or reject at this time because: I have no answers from you at this time. This appears to be proper concern and I am will to have the medication I received, one currently unopened to verify that this is true medication and prescribed correctly. There is zero affect from it whatsoever, and this is a higher dose which should show more affect. I feel sad for those you do not know what the medication is supposed to do, or make you feel. I am waiting to hear from you asap and have also put in a complaint to the provider *********** 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 12/31/2024

  Dear ****** *******,
  
  We appreciate you reaching out to us, and thank you for your patience to respond.
  

  We understand your concerns regarding the effectiveness of our tirzepatide product, and we appreciate the opportunity to address them. We take all concerns seriously and would like to assure you that our product is of the highest quality.
  
  As evidence, we've attached a Certificate of Analysis (CoA) for the specific batch of tirzepatide you received. The *** confirms that our product meets the required standards and specifications. In fact, our testing has shown that our Tirzepatide product is 98.1% comparable to the commercial product.
  
  We'd like to respectfully point out that evaluating the effectiveness of Tirzepatide on a week-by-week basis may not provide an accurate representation of its overall efficacy. This medication is designed to be evaluated after the entire duration of treatment, as results can vary at different periods. Several factors, including individual response and adherence to treatment protocol, can influence the medication's effects. Additionally, it is critical to compare your previous pharmacy providers vials concentration and the amount you were injecting. If you can kindly provide this info as it will be helpful to rule out and dosing discrepancies.
  
  Regarding our quality control measures, Hallandale proudly to operate a state-of-the-art, ****** square-foot facility with a dedicated quality department. Our team consists of over 600 employees, including 35 licensed pharmacists, microbiologists, **** talent, and a retired *** **** inspector who serves as a Quality Auditor for in our Quality department.
  
  We have also been in contact with your healthcare provider, whom informed us that they attempted to assist you but apparently you have declined their offer. We're committed to helping you achieve your weight loss goals and would like to request a review of your treatment protocol to identify any potential issues which we will gladly cooperate with your provider.
  
  It's essential to note that tirzepatide is designed to achieve an average weight loss of 20% of body weight. Expecting to lose more than 20% may be unrealistic. However, our pharmacists are willing to work with you to optimize your treatment plan.
  
  Please don't hesitate to contact us with further questions or concerns. We're here to support you throughout your treatment journey.
  
  Best regards,
  Hallandale Pharmacy Quality Department

  

  Business Response

  Date: 01/02/2025

  Dear ****** *******,
  
  We appreciate you reaching out to us, and thank you for your patience to respond.
  

  We understand your concerns regarding the effectiveness of our tirzepatide product, and we appreciate the opportunity to address them. We take all concerns seriously and would like to assure you that our product is of the highest quality.
  
  As evidence, we've attached a Certificate of Analysis (CoA) for the specific batch of tirzepatide you received. The *** confirms that our product meets the required standards and specifications. In fact, our testing has shown that our Tirzepatide product is 98.1% comparable to the commercial product.
  
  We'd like to respectfully point out that evaluating the effectiveness of Tirzepatide on a week-by-week basis may not provide an accurate representation of its overall efficacy. This medication is designed to be evaluated after the entire duration of treatment, as results can vary at different periods. Several factors, including individual response and adherence to treatment protocol, can influence the medication's effects. Additionally, it is critical to compare your previous pharmacy providers vials concentration and the amount you were injecting. If you can kindly provide this info as it will be helpful to rule out and dosing discrepancies.
  
  Regarding our quality control measures, Hallandale proudly to operate a state-of-the-art, ****** square-foot facility with a dedicated quality department. Our team consists of over 600 employees, including 35 licensed pharmacists, microbiologists, **** talent, and a retired *** **** inspector who serves as a Quality Auditor for in our Quality department.
  
  We have also been in contact with your healthcare provider, whom informed us that they attempted to assist you but apparently you have declined their offer. We're committed to helping you achieve your weight loss goals and would like to request a review of your treatment protocol to identify any potential issues which we will gladly cooperate with your provider.
  
  It's essential to note that tirzepatide is designed to achieve an average weight loss of 20% of body weight. Expecting to lose more than 20% may be unrealistic. However, our pharmacists are willing to work with you to optimize your treatment plan.
  
  Please don't hesitate to contact us with further questions or concerns. We're here to support you throughout your treatment journey.
  
  Best regards,
  Hallandale Pharmacy Quality Department

  

  Business Response

  Date: 01/02/2025

  Hi ****************************** team had sent a response on December 31st. 

  Please check the record logs of communication and let us know if you need any further help.

  Our clinical team is eager to help you find a solution to your complaint.

   

  Hallandale Pharmacy

  Custom Service Team

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22693409
  
  I am rejecting this response because:

  I was previous taking the same dosage of your medication from another pharmacy and the efficacy changed immediately after receiving your pharmacys compound. I still have a full vial that can be fully tested and a previous pharmacies we can compare it to. I would be happy to provide this to the BBB. 
  I tried to contact the provider that gave me the ** for weeks with zero response. I asked for a charge back from my banking institution and that is the only time they ever returned a call. At that point I had received my money back. 
  

  I do not this it is right for medical institutions and medical providers falsely provide fake medications under the guise that most patients do not know what to expect. I think patients should be warned and notified about your compounds and their efficacy. You should be stripped your you license to provide such products and the providing doctor of his license to prescribe. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/02/2025

  Hi ******,

  We would gladly test both vials, however the issue here is that it has been in your custody and the storage conditions are unknown scientifically to be validated. 

   

  Regardless, please mail us both samples to the address below with a copy of this email. We will send it out for 3rd party testing for an analysis.

   

  Hallandale Pharmacy

  c/o ******************* QA Manager

  *******************

  Ft Lauderdale Fl 33312

   

   

  

  Business Response

  Date: 01/03/2025

  
  

  Hi ******,

  We would gladly test both vials, however the issue here is that it has been in your custody and the storage conditions are unknown scientifically to be validated. 

   

  Regardless, please mail us both samples to the address below with a copy of this email. We will send it out for 3rd party testing for an analysis.

   

  Hallandale Pharmacy

  c/o ******************* QA Manager

  *******************

  Ft Lauderdale Fl 33312

   

  Customer Answer

  Date: 01/03/2025

  If you are saying it is not worth our time to test it that is fine, but there should be somewhere that it is noted that people like myself who is used to a products switched to your product noticed that it did not work at all. I will be happy to ship you and may have someone here test it on my behalf as well. I would love to know if the results match. 

  ** I am asking for the BBB to have a complaint on file, and this pharmacy be noted or rated. I hope for people to see this so they are not harmed financially and medically as I was. 

   

  Thank you. 

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22693409
  
  

  If you are saying it is not worth our time to test it that is fine, but there should be somewhere that it is noted that people like myself who is used to a products switched to your product noticed that it did not work at all. I will be happy to ship you and may have someone here test it on my behalf as well. I would love to know if the results match. 

  ** I am asking for the BBB to have a complaint on file, and this pharmacy be noted or rated. I hope for people to see this so they are not harmed financially and medically as I was. 

   

  Thank you.
  

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/21/24 RX: ****** 7/17/24 RX: ******** LOT: ****** 9/23/24 RX: ******** LOT: ****** I am sending this request to investigate the quality and the performance of this Compound ***********. Initially, my original prescription for ******* was started in March 2024 and I had great success with weight loss. Due to personal reasons my prescription was converted over to the compound *********** back in May 2024. My medication was dispense three separate occasions from Hallandale Pharmacy. I have consistently taking the medication as prescribed for over six months with shedding mediocre weight and no appetite suppressant. This medication did not slow down my gastric emptying time. I reached out to my medical provider and they recommended increasing the dose which garnered zero results. At this point, my faith in the quality of this medication has faltered and the efficacy of the medications from Hallandale Pharmacy lies in question.Based on my research and investigation of this, Pharmacy, this appears to be a very consistent complaint from other customers and consumers of this ********************** product. I have lost confidence in this pharmacy and theyre capabilities of providing safe and effective medication. I would request a thorough investigation for compliance and safety. Im a medical professional and I am married to a license provider so I am very versed and familiar with the products, benefits, and also side effects. I have a vast knowledge of this type of medication. My inquiry has been sent over to my concierge prescriber and I will request that the BBB investigate this company as well. I will be contacting my attorneys to inform me of my legal options and or resolution for this matter

  

  Business Response

  Date: 12/03/2024

  Hello ******,
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us at ***************************************************************

  
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.

  Thank you, 

  Hallandale Pharmacy
  Customer Service Team
  

  
  

  Customer Answer

  Date: 12/03/2024

  I will like to wait for the 48 hour response from the business. To rectify or resolve I am willing to accept newly manufactured solutions for the past two shipments. I would like a quality control on the past two shipments. I have been getting 2 vials each shipment 

  

  Business Response

  Date: 12/03/2024

  Hi ******,

  Sorry to hear you're not getting the results you expected from your medication. We're here to help! We understand it can be frustrating when treatment doesn't meet expectations.  As a medical professional, you understand the importance of quality and efficacy. We want to assure you that our products meet the highest standards, exceeding the foundational requirements set by ***.  Our dedication to quality and patient care is above standards and would like to share the below gain your confidence and hope to find the clinical reason that medication did not meet your  expectation
  
  We want to assure you that we have a rigorous quality control process in place to ensure that all products are genuine and safe for our patients. Our product is genuine and sourced from reputable *** registered and inspected API manufacturers. Being that you and your spouse are medical professional, we welcome you to a facility tour similar to the one provided to your medical provider and the many that choose Hallandale. Your provider has chosen Hallandale and was able to see first hand what goes on behind the scenes that support the quality of all of our products. 
  
  We have attached is the Certificate of Analysis (COA) of the product you received. to ensure our product quality. As a testament to our commitment to quality ,we test our final product against the commercial product as a reference standard. We were that first pharmacy to set this benchmark providing a potency test that is 1:1 with the commercial product on shortage.

  As a medical professional, we are sure you can understand that there are many variables that can lead to lack of response. We have patients that have lost most of the weight with half the max dose while others ( which are not many) require higher dosing with minimal results. In the same way one antibiotic may work and another not. Other GLp-1's might be a better fit as well such as Tirzepatide.

  To further help, we have reached out to your provider to advise them about your concerns as it's best to rule out all other variables in an attempt to maximize outcomes. Again, GLP-1's are breakthrough and very successful weightless medications, however although studies show significant results, they also show  that it doenst work for 100% of those who are treated with them. We care about your experience and are here to help.

  
  Please let us know how we can support you further and we will make the efforts for you.

  Below are some useful literature that we wanted to share as well.

  
  GLP-1 Patient Guide- Our guide contains helpful information from dosing diagrams to Frequently asked question

  ****************************************************************

  
  Medscape- Why isn't my GLP-1 Working- this is a good medical article regarding patient GLP-1 responses

  
  ***************************************************************************************************************

  We hope this helped. Please reached out to us anytime if you have any questions.

   

  Hallandale Pharmacy

  Clinical Pharmacy Team

  *******************************************************************

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22629216
  
  I will like to wait for the 48 hour response from the business. To rectify or resolve I am willing to accept newly manufactured solutions for the past two shipments. I would like a quality control on the past two shipments. I have been getting 2 vials each shipment
  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 12/04/2024

  Im offended that you call into question the idea that I cant comprehend or understand anything about my medication. I have been licensed for over 15 years and Im well-versed in medication. My spouse has been a prescribing physician for more than 25 years. Based on my research and public information, there is evidence as recent as the year 2022 that the owner of this Hallandale  Pharmacy has admitted and has been convicted in court of introducing misbranded medications that were fraudulent and subpar. There have been multiple disciplines to the Pharmacy license and at least 10 different states. Thats just the surface level complaints. I wanted an amicable, resolution other than the standard template thats being disseminated to vulnerable consumers. I have valid reasons to believe or speculate about the quality of your medications.
  I reject your response. I Seek from you a alternative solution other than offending me and my intellect.

  Customer Answer

  Date: 12/04/2024

  Im offended that you call into question the idea that I cant comprehend or understand anything about my medication. I have been licensed for over 15 years and Im well-versed in medication. My spouse has been a prescribing physician for more than 25 years. Based on my research and public information, there is evidence as recent as the year 2022 that the owner of this Hallandale  Pharmacy has admitted and has been convicted in court of introducing misbranded medications that were fraudulent and subpar. There have been multiple disciplines to the Pharmacy license and at least 10 different states. Thats just the surface level complaints. I wanted an amicable, resolution other than the standard template thats being disseminated to vulnerable consumers. I have valid reasons to believe or speculate about the quality of your medications.
  I reject your response. I Seek from you a alternative solution other than offending me and my intellect.

  

  Business Response

  Date: 12/05/2024

  Hi,

  
  We apologize if our previous response came across as insensitive. Our intention was to highlight the scientific aspects of our products and engage in a medical discussion, given your professional background as a practitioner, along with your spouse. Hallandale Pharmacy has a BBB membership, an elective membership to provide patients an additional level of confidence. Although very few file complaints, most don't take the time to send a compliment. Hallandale Pharmacy has an A+ rating with the BBB further supported by our quality standards, a ****** sq ft facility and industry talent committed to quality and the care we have for our patients.
  
  We understand your concerns about the effectiveness of our product, and we appreciate the opportunity to address them. We would be happy share more medical literature from reputable sources like Medscape, which supports the variability in patient response to GLP-1 treatments . As more patients are treated with GLP-1 RA medications, the medical data is growing collecting valuable feedback especially to non responders. We find most patients need a slight adjustment that would turn your situation into praise.
  
  Regarding the quality of our products, we'd like to assure you that our manufacturing process adheres to the highest standards. Our API is sourced from ***-registered facilities, and our products undergo rigorous testing by a third-party, ***-registered analytical lab. The evidence we provided, which you requested, is part of the Quality documents that support the potency of the 2 lot#'s that your product was dispensed from. While we respect your medical expertise, we believe that manufacturing experience is essential to fully understanding our quality control processes. We'd be happy to provide a tour of our state-of-the-art facility and share our comprehensive quality documentation with you. Our facility employs over 600 staff members, including pharmaceutical experts and a retired *** inspector. We're proud of our commitment to quality and would like to discuss our extensive experience with GLP-1 treatments and the positive outcomes we've achieved with thousands of patients.
  
  In fact, we provide medications to thousands of patients treated by your provider, and the complaints are negligable, less than 0.2%. Nevertheless, we understand that our product may not work for everyone. However, we cannot provide refunds for lack of results, as this is a variable aspect of pharmaceuticals. Providing a replacement will not change the quality of the product, as it will be supported by the a Certificate of Analysis (COA) for the respective lot#.
  
  We sense your disappointment, but respectfully ask that we evaluate this clinically before making assumptions to quality. We're committed to collaborating with you and/or your provider to optimize your treatment and identify the underlying reasons for your concerns. 

  We recommend either provide our team some feedback of your treatment path to date or consulting with your provider to discuss your concerns.

   

  We truly want to help you. 

  
  
  Best regards,
  Hallandale Pharmacy

  Clinical Team

  Customer Answer

  Date: 12/05/2024

  As I mentioned earlier in my previous message, I have coordinated and organized my treatment plan with my provider. I didnt immediately jump to any accusations or complaints. I trusted the process and gave it 4 additional months with the prescribed therapy. I followed all increases and adjustments appropriately. I actually had great results with the very first batch of the dispensed medication from May 2024. I never doubted the facilitys safety and/or proficiency to provide a safe product. I saw the luxurious 29 million dollar facility. Its beautiful and I assume the people working there love it.  I personally elected to have my prescription filled here in good faith. Its not that my treatment failed. I had a inquiry and suspicion regarding the quality of my medicine. I comprehend the well curated response to my last message. Well written. Not a novice quality control manager. Expertly written in fact. However, I see multiple complaints in online forums and with the better business bureau. I elected to investigate further and advocate for myself regarding my health. Within the past two years I see a complaint from the ***, multiple state licensing agencies, failure to pay lawsuits from builders, ** *** taxing issues, etc. My integrity should not be in question. I believe in redemption and I walk a path of good faith and truth. I believe that there is a clear path to mediate a resolution. It appears as if there is something that happened with the compounding between July and September 2024. Its only a suspicion that warrants a legit inquiry. Its not about the money. If the medication was reprocessed and refilled with a accompanied quantity control report supporting the *********** dose my mind would be at ease and this situation would be resolved. I would have been a satisfied customer with the safe effective product. You are correct. You have thousands of patients before me and will have thousands after. Im not asking for more than what I paid for. I just wanted a safe, effective product made in a clean facility with proper technique and dispensed  with integrity. 

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22629216
  
  I am rejecting this response because:
  I am not satisfied with this curated response to my complaint. As a quality control manager the initial response was novice and insulting. You offended me and insulted my integrity. I had very valid reasons to initiate this inquiry into the efficacy of my prescribed medication. In lieu of reaching out for clarity or mediating a amicable resolution you immediately jumped into defense mode. There is public information and knowledge regarding the integrity of this company and quality control issues surrounding its operations and medication production. These are facts backed up and confirmed by the guilty pleas and fines that the prior owner fessed up to before a judge. I submitted lot numbers to assist with the investigation into my medication coming from your facility. I, in good faith, believed that this company could and would provide a safe medication. I believe in redemption and forgiveness. I believe your mission statement and the hippocratic oath of doing no harm. I am not negating that there are thousands of satisfied customers. I never disputed that fact. I myself was a satisfied recipient of your medication. I truly believe that you have failed me therefore, I refuse to accept your embellished response That lacks a resolution.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up through IVAR and was prescribed *********** on 10-31-24. I received a ***** box on 11-1-24 from Hallandale pharmacy that included syringes and alcohol pads and that was it. I did not receive any *********** in my package. Th packing slip shows alcohol pads, syringes and ***********. *********** was missing and no ice packs included.

  

  Business Response

  Date: 11/04/2024

  Hi ***, 

  Thank you for your inquiry and for giving us the opportunity to assist you. We appreciate your patience and understanding in this matter.

  We want to inform you that we have received the information provided and a replacement order has been successfully submitted and is scheduled to be ready by the end of the day today. The new order number is *********, and it will ship out tomorrow. Once the order is shipped, you will receive a ***** tracking number for your convenience.

  If you have any further questions or need additional assistance, please do not hesitate to reach out to us either here or via email at ************************************

  We are always happy to help.

  Hallandale Pharmacy

  Customer Service Team

  Customer Answer

  Date: 11/04/2024

  Thank you for the very quick response from everyone. I would like to keep this open until I actually receive the replacement of *********** order to make sure I receive it and that it is really ***********. Thank you so much. 

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22503381
  
  Thank you for the very quick response from everyone. I would like to keep this open until I actually receive the replacement of *********** order to make sure I receive it and that it is really ***********. Thank you so much.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went through **** for a *********** medication. I was with a different company but decided to switch. IVIM used Hallandale Pharmacy and the *********** looked different from what I received in the past. I only been 1 week off of *********** before starting the medication I received from Hallandale Pharmacy. I noticed within one week my appetite came back from it being previously suppressed and I also started gaining weight. I don't believe I recieved a true form of *********** and I'm highly disappointed. I spent $275 for what feels like a placebo. I was feeling so good about my results when I first started *********** now I feel scammed.

  

  Business Response

  Date: 10/30/2024

  Hello *****, 
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us here on the BBB platform.
  
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.
  
  Hallandale Pharmacy
  
  Customer Service Team

• Initial Complaint

  Date:10/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Tirzepatide 5mg from this online pharmacy several times before this order and had no issues. This order came ***** as usual but the medication was missing and the only contents were alcohol pads and syringes. I contacted ********** about this issue around Sept *******, as this company is who i place my orders with since July 2024. To date, US Scripts will not refund my $349.00 and said this medication is no longer available in the **. Today, I was due for my weekly injection and not taking it will cause me serious physical and mental side effects. I called Hallandale Pharmacy today and the answer was "you should have called us and not US Scripts within 24 hours, so there is NOTHING we can do for you". This is the answer from a PHARMACY!!! I plan on writing NEGATIVE REVIEWS EVERYWHERE if i don't receive a replacement ASAP.

  

  Business Response

  Date: 10/10/2024

  *********.
  Thank you for sharing your feedback, and we would like to help.
  When we hear about the effects something can cause our customers we become as concerned.
  As you know, Tirzeptide has been remove from the drug shortage list which means that not matter the need of the patient, we are forced to stop. I agree, it's absolutely life threatening to have to cease as you explained your medical concerns. Due to the circumstances provided, we are going to meet with our compliance team to address your needs and will get back to you shortly.

  Lastly, while there are some patients that have complained, the many thousands that we serve with 5 Stars dont take the time to post as the ones who arent happy. We try to make every happy, and are very sensitive to our customer needs. We dont think barraging a company such as our that is the approach when a healthy dialogue can achieve much more. We hope that this experience ends up being the 5 stars that we are as a company which is why we have an A+ rating with the BBB. Being part of the BBB is  elective  Not mandatory and we chose to participate  we actually care for our customers.

  
  Our team will get back to you soon,

   

  Thank you

  

  Business Response

  Date: 10/10/2024

  *********.
  Thank you for sharing your feedback, and we would like to help.
  When we hear about the effects something can cause our customers we become as concerned.
  As you know, Tirzeptide has been remove from the drug shortage list which means that not matter the need of the patient, we are forced to stop. I agree, it's absolutely life threatening to have to cease as you explained your medical concerns. Due to the circumstances provided, we are going to meet with our compliance team to address your needs and will get back to you shortly.

  Lastly, while there are some patients that have complained, the many thousands that we serve with 5 Stars dont take the time to post as the ones who arent happy. We try to make every happy, and are very sensitive to our customer needs. We dont think barraging a company such as our that is the approach when a healthy dialogue can achieve much more. We hope that this experience ends up being the 5 stars that we are as a company which is why we have an A+ rating with the BBB. Being part of the BBB is  elective  Not mandatory and we chose to participate  we actually care for our customers.

  
  Our team will get back to you soon,

   

  Thank you

  Customer Answer

  Date: 10/10/2024

  Complaint: 22406472

  
  

  I am rejecting this response because: You are missing the point, my issue is that my medication was missing from the last shipment before the medication was discontinued. I blame US Scripts for not notifying me of this discontinuation. US Scripts processed Semiglutude earlier today through Hallandale Pharmacy and assured me it would be shipped by end of day. As of now, my medication still does not show shipped. So now, it will be several days without a dosage. 

  
  

  Sincerely,

  
  

  ********* Grucci 

  

  Business Response

  Date: 10/11/2024

  Hi *********,

  
  It was wonderful chatting with you! Im happy to share that after discussing your needs with our compliance team, **** approved a replacement for the Terzepetide. Your replacement has been submitted under order #*********.
  As soon as the medication ships, youll receive a ***** tracking number via email, and Ill also text you the details as you requested.

  
  I really hope this experience turns out to be a positive one for you! We strive for 5-star reviews, and Im proud to say that our company has an A+ rating with the BBB. We choose to be a part of the BBB because we genuinely care about our customers.

  
  If you have any questions or need further assistance, just let me know. 

  ****** F

  Customer Service 

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have apparently been paying thousand of dollars for tirzepatide. I have not lost weight. I don't believe this compound is legit.

  

  Business Response

  Date: 10/08/2024

  Hello ********, 
  
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us at ***************************************************************
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.

  
  Hallandale Pharmacy
  Customer Service Team
  

  
  

  

  Business Response

  Date: 10/08/2024

  Dear ********,
  
  
  Thank you for sharing your feedback regarding our Tirzepatide product. We appreciate your communication and are here to address your concerns.
  
  We understand your apprehension, and we want to assure you that our Tirzepatide products undergoes a rigorous manufacturing process and quality assurance measures to ensure it meets the highest standards of quality and purity. 
  
  We would like to highlight that your physician has chosen our pharmacy after careful consideration and thorough evaluation of our quality department. They have selected us because of our commitment to providing the highest quality medications.
  
  There are many other factors that must be evaluated prior to ruling out the effectiveness of the product. While the medication has worked for many, it is not a solution to all as there are many that do not respond as others.
  
  Dosing Titration
  Injection Technique
  Insulin resistance
  Duration of Use

   and unfortunately( very small %) dont respond at all. All are factors that must be evaluated.

  Furthermore, we want to assure you that our commitment to quality is steadfast. Our quality department is staffed by a retired *** Cgmp (Current Good Manufacturing Practices) inspector who brings invaluable expertise and insights to our product quality processes.
  
  
  We are more than happy to collaborate with your prescriber regarding our quality control and testing processes including maximizing your treatment plan. We conduct rigorous testing on every batch of our products, including comparative analysis against commercial products. We believe that this comprehensive approach contributes to the high quality and effectiveness of our medications.
  

  We have attached the COA of both product lot #'s that you received. As a testament to quality, our analytical test are conducted against the commercial product.  The products demonstrates that it is as labeled and we urge you to speak to your prescriber about the many reasons that can cause lack of response. We have notified your prescriber about your complaint as well and hope that we can further help.

   

  Additionally, please find helpful links below ( copy paste in your browser):

  -GLP-1 Patient Guide-Our guide contains helpful information from dosing diagrams to Frequently asked question

  ****************************************************************

  -Medscape- Why isn't my GLP-1 Working- this is a good medical article regarding patient GLP-1 responses

  ***************************************************************************************************************

  -Medscape- If at First Tirzepatide Doesn't Succeed, Keep Trying

   **********************************************************************************************************

  
  We care about your experience and are here to help.

  
  
  Sincerely,
  

  Clinical Pharmacist

  Hallandale Pharmacy

  

  Business Response

  Date: 10/10/2024

  Dear ********,
  
  
  Thank you for sharing your feedback regarding our Tirzepatide product. We appreciate your communication and are here to address your concerns.
  
  We understand your apprehension, and we want to assure you that our Tirzepatide products undergoes a rigorous manufacturing process and quality assurance measures to ensure it meets the highest standards of quality and purity. 
  
  We would like to highlight that your physician has chosen our pharmacy after careful consideration and thorough evaluation of our quality department. They have selected us because of our commitment to providing the highest quality medications.
  
  There are many other factors that must be evaluated prior to ruling out the effectiveness of the product. While the medication has worked for many, it is not a solution to all as there are many that do not respond as others.
  
  Dosing Titration
  Injection Technique
  Insulin resistance
  Duration of Use

   and unfortunately( very small %) dont respond at all. All are factors that must be evaluated.

  Furthermore, we want to assure you that our commitment to quality is steadfast. Our quality department is staffed by a retired *** Cgmp (Current Good Manufacturing Practices) inspector who brings invaluable expertise and insights to our product quality processes.
  
  
  We are more than happy to collaborate with your prescriber regarding our quality control and testing processes including maximizing your treatment plan. We conduct rigorous testing on every batch of our products, including comparative analysis against commercial products. We believe that this comprehensive approach contributes to the high quality and effectiveness of our medications.
  

  We have attached the COA of both product lot #'s that you received. As a testament to quality, our analytical test are conducted against the commercial product.  The products demonstrates that it is as labeled and we urge you to speak to your prescriber about the many reasons that can cause lack of response. We have notified your prescriber about your complaint as well and hope that we can further help.

   

  Additionally, please find helpful links below ( copy paste in your browser):

  -GLP-1 Patient Guide-Our guide contains helpful information from dosing diagrams to Frequently asked question

  ****************************************************************

  -Medscape- Why isn't my GLP-1 Working- this is a good medical article regarding patient GLP-1 responses

  ***************************************************************************************************************

  -Medscape- If at First Tirzepatide Doesn't Succeed, Keep Trying

   **********************************************************************************************************

  
  We care about your experience and are here to help.

  
  
  Sincerely,
  

  Clinical Pharmacist

  Hallandale Pharmacy

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 8-31-24 I purchased Semiglutide from *********************** in ***********, **. They ordered the product from Hallandale Pharmacy, Ft. **********, **. I DO NOT believe I received Semiglutide or if I did, it had very little in it. I had great success using Semiglutide in the past, but had to go off for a bit due to health issued. I have used this product for 4 weeks, continually increasing the dose from .5 ending at .25. I emailed the pharmacy, tried calling and was disconnected two times to let them know I felt their product was compromised. They contacted the company that placed the order with them and asked them to contact me. I spoke with the manager each week and she had me increase the dose each week. I ended up requesting a refund for the questionable product and she stated their policy was not refunds or returns on prescribed medication or pre purchased packages. I told her I did not feel the product I received was the correct compound as none of the doses worked at all.Hallandale pharmacy is not willing to do anything to correct this issue. I received a canned statement they sent to the company I purchased it from and it did not tell me anything. I do not want to get another "canned" response from them. I feel they should refund the money they received back to *********************** and *********************** should refund me the total amount of $1999

  

  Business Response

  Date: 10/08/2024

  Hello *******,
  
  
  Thank you for bringing this matter to our attention. We acknowledge your dissatisfaction with the product's results and have forwarded your complaint to our Quality and Clinical team for review and management. We aim to address your concerns promptly. You can expect a follow-up from our ****************** within 48 hours. If you do not hear from us by then, please feel free to communicate with us at ***************************************************************
  Your feedback is valuable to us, and we are dedicated to addressing your concerns promptly.

  
  Hallandale Pharmacy
  Customer Service Team
  

  
  

  

  Business Response

  Date: 10/08/2024

  Hi Regatta,

  
  Thank you for reaching out to us about your concerns with our *********** product. We understand your frustration and appreciate the opportunity to address your issues.
  
  We have discussed your case with your doctor's office, namely ***** ******, and they have clarified that the previous issues were due to incorrect administration. We understand that this can be a confusing process, and we're here to support you.
  
  After reviewing the dosing records you provided, we noticed that there were indeed issues with the administration, which likely contributed to the lack of desired effects. Self-dosing without proper titration can lead to suboptimal results. We strongly advise you to follow your prescriber's exact protocol to maximize the effects.
  
  Additionally, as you have been on this medication before, we note that higher dosing may be necessary to achieve the desired response. We recommend continuing with the vials you received and reassessing the effects after 30 days. At that point we can help re-evaluate your treatment and collaborate with your provider.
  
  Please understand that medications can affect individuals differently due to physiological factors. We want to assure you that we take quality seriously and have attached the *** copy showing the results of the lot#******* you received. We test our products against commercial medications to ensure their quality.
  
  We're committed to supporting you and your healthcare provider to ensure the best possible outcome. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  

  
  

  

  Business Response

  Date: 10/08/2024

  Hi Regatta,

  
  Thank you for reaching out to us about your concerns with our *********** product. We understand your frustration and appreciate the opportunity to address your issues.
  
  We have discussed your case with your doctor's office, namely ***** ******, and they have clarified that the previous issues were due to incorrect administration. We understand that this can be a confusing process, and we're here to support you.
  
  After reviewing the dosing records you provided, we noticed that there were indeed issues with the administration, which likely contributed to the lack of desired effects. Self-dosing without proper titration can lead to suboptimal results. We strongly advise you to follow your prescriber's exact protocol to maximize the effects.
  
  Additionally, as you have been on this medication before, we note that higher dosing may be necessary to achieve the desired response. We recommend continuing with the vials you received and reassessing the effects after 30 days. At that point we can help re-evaluate your treatment and collaborate with your provider.
  
  Please understand that medications can affect individuals differently due to physiological factors. We want to assure you that we take quality seriously and have attached the *** copy showing the results of the lot#******* you received. We test our products against commercial medications to ensure their quality.
  
  We're committed to supporting you and your healthcare provider to ensure the best possible outcome. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22375353
  
  I am rejecting this response because: This is a canned response they use.  I asked them for information from their quality control department and also received a canned response from that.  I will await their response from QC to see if it is the same response or if they really did research the product.
  
  Sincerely,
  
  Regetta Cable Long

  

  Business Response

  Date: 10/10/2024

  Hi Regatta,

   

  Thank you for reaching back out again, we see that you are upset and want to be helpful.

  The responses previously provided was by the ****************** in collaboration with our pharmacists and  it addressed the concerns a very comprehensive manner:

  1- we spoke to your ************* namely ***** ******) about your therapy and discovered that there are many therapeutic gaps in your treatment that needs to be addressed before having a proper evaluation. Not taking the medication as instructed is an example one of them. One can not expect the proper outcome if not following prescriber directions.

  2- we provided analytical data regarding the product lot# you received. You may not have seen the attached, please refer back to the attachment provided.

  3- We recommend you continue your treatment for an additional 30 days and having our clinical staff and your prescriber re- evaluate- staying on course is critical and not following the proper instructions will yield negative outcomes

  4- While we understand you paid a lot of money, you paid your practioner. So any financial discussion have to be made with your provider as we dont have the authority to adjust what you paid.

   

  We urge you to get back in schedule and have a minimum of 4 doses at a higher dose ( to be increase slowly as directed by your prescriber  NOT at one time as it is dangerous if you do). Lets work together and re evaluate.

  dont giving up so quickly!

   

  We are a company of 600 employees, 30 pharmacists, scientists, and even a retired *** inspector.

   

  Our team is the best in the industry and welcome the opportunity to help you further.

   

  Thank you,

  Hallandale Pharmacy

  Quality Team

  Customer Answer

  Date: 10/10/2024

   
  Better Business Bureau:
  
  ***** is the person I spoke to each week that adjusted my dose as it was not working.  For your records, I did follow her instructions.  I do believe your products are good as there are many people that have stated that they have not had any issues, but somehow, this vial seems to not have the potency that I have received in the past.  I don't know if something happened after it left your facility or what may have impacted the product.  

  Thank you for your response. 
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Regetta Cable Long

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a compound from this pharmacy through a provider since 3/2024. I was advised that I could have the cost spent go towards my health Insurance deductible for the year. I was advised that the company could complete a universal claims form including the ingredients in my compound that includes the total amount of the ingredient along with the specific charge for that ingredient. Along with this information I would need the *** number for each ingredient used. I reached out to the company customer service three four times and each time was provided with a different answer. I was told the information would be provided if I submitted the email request. I did so and no response was received. I made a follow up call and was then told my provider had to request it. After asked about the mis information from the previous call I was then given one *** number but not the rest . Now I am being told the company is refusing to provide it with no explanation as to why. When asked why their response was due to company regulations but they cant state what the regulations are. This company is withholding information needed for health insurance purposes.

  

  Business Response

  Date: 10/01/2024

  Hi,

  We are sorry about your experience.

  We will get someone to help you.

  Regards,

  Hallandale Pharmacy 

  Cusotmer Service

  Customer Answer

  Date: 10/03/2024

  I contacted Hallandale Pharmacy for the fifth time on 10/02/24. 
  unspoken with a ******* who still was unable to get the office manager to speak with me. She states the office manager advised that they are able to request that the head pharmacist fill out the form requesting the ingredients in my compounded medication to include the amount of each ingredient as well as the cost. I was told that they dont have a date that this would be completed by. I still currently waiting for this to be completed. I will update once I have it or if they do not respond with the requested documents in the 10 business days I will update the response. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22366725
  
  I contacted Hallandale Pharmacy for the fifth time on 10/02/24. 
  unspoken with a ******* who still was unable to get the office manager to speak with me. She states the office manager advised that they are able to request that the head pharmacist fill out the form requesting the ingredients in my compounded medication to include the amount of each ingredient as well as the cost. I was told that they dont have a date that this would be completed by. I still currently waiting for this to be completed. I will update once I have it or if they do not respond with the requested documents in the 10 business days I will update the response.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/08/2024

  Dear *******,

  
  Thank you for reaching out to us regarding your recent inquiry.

  I would like to confirm that we have completed the requested form and sent it back to you. We appreciate your patience throughout this process.
  Regarding the pricing of the medication, please be aware that the cost will need to be provided by your practitioner, as you make payments directly to them. We recommend discussing this with them to ensure you receive the most accurate information.

  If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and want to ensure that all your needs are met.

  Thank you for your understanding, and we look forward to assisting you further
  

  Hallandale Pharmacy
  

  Customer Service Team
  
  

   

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22366725
  
  I am rejecting this response because:

  The Form was not completed in its entirety following the instructions provided in the form.
  

  The form states that a compound medication is made up of more than one ingredient. Only one ingredient was listed and didnt include the quantity or amount. 
  

  Per the provider she does not know the cost of each ingredient used to make the medication. 
  

  I have also asked your staff multiple times about ingredients used to make the medication in which they have not been able to respond to.

  I replied back 10/07/24 Advising that the form was not completed and needed to speak with someone about it as well as called and spoke with someone unable to answer advising Someone would call me back. I never received a call back.

  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 10/08/2024

  I was now given an e mail saying that Hallandale Pharmacy is back to stating they will not provide the information for the ingredients in the compounding medication and the amount / quantity of ingredients used. I have also replied back to this email advising that this is not acceptable.
  

  According to the pharmacy compounding accreditation board this is an acceptable consumer request and should be easily provided. 
  

  the email from the company now states: 

  Hi *******,
  After reviewing your request further, we can fill your request as your treatment protocol was paid via your prescriber. Your presciber has provided concierge medicine inclusive of the medication. We were not paid directly, nor do we take insurance to be able to provide the information requested. We are contacting your prescriber as they may further help you as if they do take insurance you may be able to file a claim for the treatment with the ** rather than the medication independently.
  Let us know if you have any further questions!
  
  Pharmacist
  *****************************************************************************************************
  ************** **************
  *******************************************************************
  ********************************
  

   

  Customer Answer

  Date: 10/09/2024

  Thank you for the most recent message. 
  

  is there a way someone can contact me from the BBB via phone to discuss in more detail? 
  

  I understand you are assisting in the communication between both companies but I have multiple e-mails and calls of this company going back and forth saying at times they can provide information requested and then refusing to provide information. The company has also given responses of due to regulations they wont provide but can not state what the regulations are. They have then said they do provide it and sent half of the information requested. After that communication reverted back to it not being information they provide. I also revived another email today with a small part of additional information collected. 
  

  At this point I can not trust the company is being honest on policies and procedures. They have provided multiple conflicting responses and its almost been a month since the original request. 

  Thank you, 

  ******* *****

   

  

  Business Response

  Date: 10/10/2024

  Hello, 

  We provided the information requested except for the amount paid since the patient pays her provider directly. 

  Thank you, 

  Hallandale Pharmacy

  Customer Service 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22366725
  
  I am rejecting this response because:

  The Pharmacy has not properly addressed questions and completed the form they stated they would. 
  

  This request was to provide the ingredients used to make the medication and what each ingredient amount is. 
  

  The form also request the cost for each ingredient used. The company has stated that they dont provide pricing to consumers & then change the statement that they dont  provide cost because they dont have to , the proceeded to send me a screen shot of two RX numbers not belonging to me with pricing for the medication. The information being communicated is not consistent as well as the company has pricing in their own website but it just doesnt break it down as far as cost per ingredient. 

  The company seems to be focusing on the cost  aspect when that is a very small part of the request. They have not provided what was requested.

  I will continue to report this through proper channels that the BBB has recommended. 
  

   

  thank you. 

  
  Sincerely,
  
  ******* *****