Complaints

This profile includes complaints for AcariaHealth Pharmacy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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AcariaHealth Pharmacy, Inc. has 14 locations, listed below.

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  AcariaHealth Pharmacy, Inc.

  8517 Southpark Cir Ste 200 Orlando, FL 32819-9033

• 

  AcariaHealth Pharmacy, Inc.

  2924 Telestar Ct Falls Church, VA 22042-1206

• 

  AcariaHealth Pharmacy, Inc.

  1311 W Sam Houston Pkwy N Ste 150 Houston, TX 77043-4015

• 

  AcariaHealth Pharmacy, Inc.

  5 Skyline Dr Ste 240 Hawthorne, NY 10532-2166

• 

  AcariaHealth Pharmacy, Inc.

  1736 Gause Blvd E Ste 24 Slidell, LA 70461-5521

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:02/14/2024

  Type:Customer Service 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 copay assistance they improperly billed in jan. *** trying to bill me the patient for the ****** they improperly billed and refused to fix I tried to speak to multiple agents to correct they always have excuses this is the worst experience they hinder patient care constantly having excuses and missed medication deliveries and wrong billing. I provided the correct information on multiple accounts and still they can't figure out.

  Business Response

  Date: 02/15/2024

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21294862
  
  I am rejecting this response because: I have yet to have company has yet to rectify this issue and continue to be without my medication. Despite my copay assistance willing to pay due to their incompetence in billing the proper information. 
  
  Sincerely,
  
  *******************************************

  Business Response

  Date: 02/20/2024

  The resolution letter was sent out on 2/16/2024 you should be receiving this in the mail soon.  

  Thank you for bringing your recent concerns to our attention regarding incorrectly billing your copay
  assistance debit card for your January 2024 order. We have completed an investigation and found a
  breakdown in process. The billing section for you January order was not completed correctly resulting in the
  copay debit card not being charged. This has since been adjusted and you now have a $0 balance, please
  disregard the bill you received.

• Initial Complaint

  Date:01/18/2024

  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.

  Acaria Health Pharmacy was supposed to ship my son's medication on December 28, 2023. His medication was not shipped. His insurance and copay assistance had not changed, all information was the same. I contacted Acaria before January 1st when I realized his medication did not ship. I was told it was scheduled to ship out after January 1st. It was never shipped. I contacted Acaria again, I was once told again, it would ship and arrive by January 10th. It never shipped. I contacted them again, and was told they needed a "new" authorization and prescription from his doctor, since it was now a "new" year. My son's doctor immediately sent over the required information, even though, everything was still the same, nothing had changed. Acaria then claimed, once they "processed" the authorization and prescription for ****, my son's medication would ship. It is now January 18th and I still have not received his medication. I have also emailed Acaria at their email address of *********************************** which they tell customers to use in case of an error or problem. I have had zero responses for my emails. My son's medication is almost a month over due. Luckily, I have samples to tide him over. However, his medication needs to be shipped ASAP and I expect a response from Acaria. This delay is unacceptable and their lack of contact and response is also unacceptable. When you try calling to resolve anything, you receive the same remote customer service workers, who refuse to transfer the call to anyone else, will not transfer to any other departments, and only put you on hold for long periods of time.

  Business Response

  Date: 01/19/2024

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21163644
  
  I am rejecting this response because:

  Filing another complaint against Acaria Health. They did not ship my son's monthly prescription of Rinvoq for March. His medication is supposed to be refilled and shipped directly to our home address, every 30 days. I have filed numerous complaints; because there shouldn't be any issues with refilling a medication and shipping it out; on time. His insurance has been the same since last year, his copay assistance card has been the same since last year. His doctor has not changed either. Yet, we continue to have delayed shipments and even a month when they did not ship his medication , at all, and we had to use over 30 days of samples. I do not understand why it is so difficult, to complete a simple task. His Rinvoq for March should have been processed on March 1st and then shipped. It is March 9th and no medication has been sent. I contacted Acaria twice last week; and they stated his insurance company; did not approve a refill until March 9th. This is false information. His insurance did not tell Acaria to "wait" until March 9th. Again, it is approved to process and ship every 30 days. The last claim his insurance processed from Acaria was on January 31st; when they finally shipped his medication; which was 2 months over due by that time. The next claim and refill should have been sent to my son's insurance company on March 1st. They need to over night my son's medication on Monday, which will be March 11th.

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

  Business Response

  Date: 03/22/2024

  We are unable to respond publicly to the details provided due to health care information privacy laws.  The complainant may call or email AcariaHealth directly *************** or ********************************************** to resolve concerns about filling a prescription.  AcariaHealth remains committed to quality patient care, including timely prescription fulfillment.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair 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 was transferred to this pharmacy for weekly medication to be delivered. I have spent hours on the phone going in circles with them and each step takes days to complete. I am going on 3 weeks without needed medication and they don't call me back with any updates on missing information that they might need unless I call them. Everything has been "approved" and technically paid for, but they still "cannot schedule a delivery". By the time I get this overdue delivery, it will be time to arrange for the next one, and my daily responsibilities do not leave me with unlimited hours during their business hours to sit on the phone on hold or "leave my line open". Thankfully, the medication is not life or death, but could become an issue very soon. This is unacceptable for a pharmacy that deals with delivery of medication where time is of the essence and should not be at the top of any referral list to send patients to especially if this is what we have to deal with every month. Do better.

  Business Response

  Date: 01/17/2024

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

  Customer Answer

  Date: 01/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and current issue has been resolved. I hope that this business will handle future orders in a much more timely manner. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  Our health insurance company changed specialty pharmacies effective Jan 1 ****. I have called Acaria, the new specialty pharmacy daily since January 4 asking when to expect delivery of my daughters medication. Every time I'm told they have all the information they need, but they just need to verify the prescription information with the insurance. Today is January 11, and I'm still told the same information. My daughter is now over due for her medication. She has Crohns disease, which is debilitating without her proper medication. All I get is runaround from Acaria.

  Business Response

  Date: 01/16/2024

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21131432
  
  I am rejecting this response because:  There is no action other than a promise to contact me.  
  
  Sincerely,
  
  ******************

  Business Response

  Date: 01/17/2024

  Good afternoon, the BBB forwarded your concern to ** yesterday (Tues, 1/16).  A member of the complaint and grievance team will be in contact with you within one business day (i.e., by close of business today, 1/17).

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21131432
  
  I am rejecting this response because:  I have not received any communication from Acadia regarding this complaint as was promised. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 01/25/2024

  Good afternoon, a resolution was just completed today and will be sent to the member by mail please see the final resolution below.

  Thank you for bringing your recent concerns to our attention. We have completed our investigation and believe
  that your concerns are now resolved. On 01/08/2024 a ************ Services agent did not follow standard
  procedures to escalate your account with our Insurance Verification (IV) Department when you had
  communicated an urgent need of the medication. Once the escalation notice was received, the standard
  response turnaround time is 24 business hours. However, in this case, the IV Department did not respond until
  48 hours later. Upon their review, it was found that further information was needed to process your claim. This
  information was received from your Health Plan and doctors office on 01/15/2024. Due to these delays, your
  account has been assigned to a special monitoring program to ensure timely processing and delivery of your
  medication going forward.

• Initial Complaint

  Date:08/24/2023

  Type:Billing 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.

  From the beginning, we have asked ****** Pharmacy to bill the patients medical benefits for ********* as it is covered (obtain perauthorization for 12 months) and the patients copay is $0. However, they continue to run the medication under pharmacy and expect the patient to pay $666 a month for the medication. We have worked countless hours trying to resolve with pharmacy management, insurance / billing dept. The departments do not communicate with each other. So the patient received two 300mg injections of ********* and has not recvd any injections thereafter due to this $666 copay problem. ****** seems more concerned about collecting the $666 from the patient, then resolve the internal billing issue. Patient had to get back on suboxone to maintain her recovery.

  Business Response

  Date: 08/24/2023

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

• Initial Complaint

  Date:08/02/2023

  Type:Customer Service 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 receive a cancer drug to treat leukemia This drug, gleevec, is delivered by acaria pharmacy. I have a copay card from the Novartis drug company with a zero copay. Every month for the past 3 years acaria tries to bill me 50 dollars I have to tell them every month about the zero copay. Now I am down to 5 pills and they are giving me the run-around about getting the med they do nothing to resolve the issue

  Business Response

  Date: 08/02/2023

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

• Initial Complaint

  Date:07/14/2023

  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 called Acariahealth pharmacy to arrange delivery of my specialty medication, as I have done for many months. I verified the delivery address twice during this conversation. I had on multiple occasions asked that my old address be removed from my profile because it was a little annoying when I called and verified my address where I have lived for almost two years only to hear, we have another address on file for you. Despite the fact that they have been delivering my medication to my current address for almost two years. On this occasion, I was told that the order would be delivered on June 30th 2023. Sometime during the late afternoon I received an email from ***** that the order was just delivered. I went outside to pick it up and there was no package. I read the email again carefully and realized that it was delivered to my previous address. Since my shift ended at 10.30 pm I decided to go get the package from my previous address early the following day. However when I got there, the resident there had no idea of a package but invited me to look around for it, but without any success. On Monday July 3, I called Acariahealth pharmacy and reported the issue to which I received an apology. I advised that I had taken my last tablet the night before and was in urgent need at this time for medication. I was told they were working on it. After hearing nothing back from the pharmacy I called again on July 6, and July 13th to no avail. This medication cost $1800.00 per month. To date I have been without any medication for two weeks. With no idea as to when or if the pharmacy will do the right thing and correct their error. If missing a couple doses of this medication would kill me, I would have been dead and buried by now. I’m pretty sure that by week four when I would typically be up for refill, they will fall over themselves to refill it so they can charge my insurance twice. Shame on you Steve J***** for your scant regard to human lives. Wrong business buddy

  Business Response

  Date: 07/14/2023

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

• Initial Complaint

  Date:03/29/2023

  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.

  This specialty pharmacy has been giving me the run around for 2 months. Every time I call and ask why my medicine has not been shipped, I get a new excuse from a representative. I’ve had a supervisor lie to me. I’ve had several reps lie as well. This business needs to be investigated. They are messing with people’s health.

  Business Response

  Date: 03/29/2023

  Thank you for taking the time to advise of your dissatisfaction with our services. It is only through feedback such as yours that we are able to maintain and, when necessary, improve upon the services that we provide. A member of our team will be contacting you directly to confirm that your concern is resolved.

• Initial Complaint

  Date:12/12/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 mandated by my insurance company United Health Care to use Arcariahealth pharmacy as a specialty pharmacy. I received a call on on December 6th from the pharmacy to arrange payment for medication, ******** I asked to be billed $90 this month and the remainder of the balance the following month I was told that this was fine and that it would ship out on Dec 7th and be delivered on Dec 8th. I received a call from the pharmacy as a follow-up to make sure I had no bad reactions to the medicine the pharmacy has filled this prescription before. I was told that everything was fine and that I would be billed $90 and that it was going to be shipped that day and I would receive it the following day overnight by ***** on the Dec 8th. Then on the Dec 8th I received a phone call from the pharmacy, saying that there was a problem with NDC number tied to the order and was now invalid. I was told that I would have to have my doctor ******** an order for the medication so that a new NDC number would be assigned and a new order would be created and then shipped the problem is that I checked my checking account and I was billed the full amount for the prescription of $194.57 on Dec 8th. So not only did they not break out the payments like they said they were going to do, I got charged the full amount for medication that I never received. This is not the first time this has happened last time 4 months ago I filled the order and was billed the complete amount instead of splitting it out over two payments as they said they would do this seems to be a reoccurring problem with this pharmacy they do not bill correctly and the fact is that I've been billed for a product that I have not received.SV

• Initial Complaint

  Date:11/29/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  The issues with this "pharmacy" extended from communication and language issues to now health risks for disabled and disease patients. First off I'd like to say that every time I called, my service seemed to be out sourced which caused a language barrier almost every time I called for refills. As annoying as that was my patience exceeded my limit when my package never showed even though in the system for delivery service said it was delivered by **** I called them the previous day after it never showed and was told someone would get back to me and never did. It's been a week and now we are completely out of medication. Talked again to a "supervisor" after multiple attempts and hours of waiting on hold to which I though was resolved but only then to discover he was trying for a different medication and not the one I was currently out of. This service team is a JOKE. No one knew any answers to my questions and said they were waiting on CVS to get back with them. What is the point in going through AcariaHealth Pharmacy when CVS is the best one who's actually filling out these medications? Completely horrible customer services and management should be ashamed of how they go about these life saving medications for patients with chronic conditions.