ComplaintsforAllianceRx Walgreens Pharmacy

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The manufacturer of a medicine I need every day contracted Alliance RX Walgreens to manage the time sensitive regular refrigerated delivery of my medication. Alliance RX has been successful in delivering it to me on time once in the past 5 months. Every month I have to take time off work to wait for ***** who drives up my driveway and continues out without stopping to bring it to my door. I watch him do this every month and complain to Alliance RX and Fed Ex, neither of whom has been able to get the driver to come to my front door. For 5 months! I have had to refuse medication that has been sitting at Fed Ex for too long on 2 occasions. I have witnessed the driver putting a tag on my mailbox attempted delivery) when he never drove up the drive. Fed Ex hung up on me when I tried to register a complaint and Alliance RX insisted that I must get Fed Ex to resolve it for me, meanwhile, I have not received my medicine.

  Business response

  05/28/2024

  Thank you for the opportunity to review and reply to this letter.

  AllianceRx Walgreens Pharmacy filed a formal complaint with ***** on behalf of this patient.  ***** responded with an apology and stated that a supervisor had spoken directly to the driver who delivers this patient's packages.  We discussed this with the patient, along with suggesting the patient enroll in ***** delivery manager so that specific directions can be added for all deliveries.  Additionally, the patient was provided a direct contact number for an agent on the AllianceRx Walgreens Pharmacy Service Delivery Team so that the patient can contact an agent directly who is familiar with the patient's needs.

  We are confident that the actions listed above will rectify this situation.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Have been attempting to coordinate care and obtain prescription for over 5 months. Every time a phone call has been placed, a different rep has been on the line with different instructions. They do not communicate with one another and I would just like to get my husbands prescription filled. We understand dealing with multiple companies to complete this transaction can be time consuming but I would like to think that after 5 months, we should be able to get prescription filled.Due to my husband not being able to fill his prescription, he is declining in his own ability to complete his ADL's. He has difficulty walking from parking lot to the back of a store and back out to our vehicle. Also his arthritis is now effecting his ability to chew his food at times. We have had trouble every year for last 3 years obtaining this medication d/t Alliance RX's inability to communicate.

  Business response

  05/17/2024

  We appreciate the opportunity to review this letter, research the account, and provide a response.

  
  Upon receipt of this message, we researched the account, including all profile notes and phone calls.  Our research indicates that the patient's insurance company has denied the Prior Authorization request from the prescriber and will not allow a claim to process for the prescribed medication.  We contacted the prescriber to discuss, and the prescriber is aware of the insurance company's denial of the Prior Authorization.  The prescriber requested that we close the order and store the prescription for potential future use if the prescriber is able to work with the insurance company to have the Prior Authorization approved in the future.  We made multiple outreaches to the complainant via telephone call and email, and provided a phone number and email address for a direct contact agent on the AllianceRx Walgreens Pharmacy Service Delivery team.  We have not received return communication from the complainant at this time.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I take Repatha for a serious heart issue. My ***************** has approved it as a "medical benefit" rather than a pharmacy benefit; while in the mainland told me to get it from AllianceRx, where I have ordered it monthly about 11 times. 1 out of 4 refill attempts results in catastrophic **nfusion at AllianceRx, causing me to miss doses, sometimes for weeks! I am an MD and have never experienced this degree of sheer in**mpetence before in a pharmacy, to the degree that if you told me they were paid actors just trying to ruin my day, I would almost believe you -- every call to AllianceRx is like a ***** Python skit. Example: last Tuesday 30APR I called the refill number on my prior Repatha box and the person literally dozed off on me -- loud snoring -- after 12 mins of them snoring and not speaking, I had to get back to work. I called their other number the next day 01MAY and the person said my order was stalled in insurance verification. I reminded them to tell insurance to NOT run as pharmacy benefit, run as medical (since this was the problem in the past) and they said it would be run stat and I would hear back the same day or 1st thing next AM. Never heard back. So I called back 02MAY and got the same story -- it wasn't run as stat but would be, and I would hear back by end of day. Never heard back. I called back again 03MAY and was forwarded to "leadership" in insurance team who explained they were erroneously trying to process as pharmacy benefit and she'd have it fixed and call me back in 1 hour. Never heard back. I called again twice on Monday 06 May and after 37 mins total call time, they got it processed. They verified my address, then called me back 3 more times **nfused about my address! which they had right the 1st time anyhow! Total time spent to get my meds (late) was 9 calls and >2 hours. And this is not the worst experience--once I went without meds x3 wks and insurance ** patient advocate and the drug **mpany had to intercede! Absurd!

  Business response

  05/17/2024

  We appreciate the opportunity to review ************************** letter, research his account, and provide a response.

  
  Upon receipt of this message, AllianceRx Walgreens Pharmacy thoroughly researched ************************** profile, including listening to all calls associated with his account.

  Multiple actions have been taken to mitigate future issues, including adding notes to ************************** account with details regarding processing his claim through his major medical benefits rather than the pharmacy benefits.  ********************** has also been provided a **** (Single Point of Contact) on the ARxWP Service Delivery team, allowing him to contact the same person directly in case of future concerns.  The **** will also monitor future orders to ensure there are no delays in any of the processing stages, including the major medical benefits investigation stage.

  We are confident that these resolution actions put in place for ********************** will mitigate future concerns.
  

  Customer response

  05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is incredible inept. I'm in the ** now and would like the BBB to help. I get weekly infusions which are delivered monthly to my house. There is an issue and holdup EV**Y shipment, typically a week or longer. If they need a new prior auth or script they don't realize it until the medication is supposed to be shipped. This holds things up a few days. Medical supplies which are supposed to come w the order just mysteriously are missing when you get it. My Dr, ,address, and insurance have been the same for years and I've been w this company for years yet EV**Y order is screwed up and delayed. Right now I'm going on 2 weeks overdue and have been promised 4 times this last week it would be at my house the next day yet nothing still. I messaged the *** of Alliance and no response. And even w breaking promises I never get a call saying it's delayed again for whatever reason. My Dr even yelled at them this week because they're supposed to be sending 36 vials and have only been sending 32. They also had insurance deny it only because they ordered the medication twice within a week. They never know why anything happens. Now I'm sick again and I want Walgreens to pay for my hospital stay because it would've been avoided if they had an clue as to what they're doing. I spend 2 hrs every day on the phone and they say ok you'll get it tomorrow and I never get it. Still no response from the company,managers, or *** *********************.

  Business response

  04/19/2024

  We appreciate the opportunity to review ********************** letter, research his account, and provide a response.

  Upon receipt of this message and other messages from ****************** to senior leadership at AllianceRx Walgreens Pharmacy in/around April 6th and 7th, 2024, a Senior Director clinician from AllianceRx Walgreens Pharmacy reached out to ****************** on Sunday, April 7, 2024 to assist.

  Issues with the insurance authorization for ********************** prescription needed to be resolved prior to shipment.  As soon as the insurance issues were resolved, AllianceRx Walgreens Pharmacy shipped ********************** medication via same day courier on April 9, 2024.

  We have been in contact with ****************** and have provided a Single Point of Contact on a specialized therapy management team at AllianceRx Walgreens Pharmacy (with a direct phone line and email address) to work directly with him for future orders.

  We are confident in this resolution that was put in place for ******************.

   

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been a walgreens customer for more than 10 years. I have many health issues that require some pain relief like a genetic connective tissue disorder called ****** danlos syndrome which causes wide spread pain and discomfort in every muscle and joint in my body. I also have rheumatoid arthritis and major back and neck issues along with sciatic issues.I have been taking the same 2 pain killers for many many years. I take percocet and 12 hour release low dose oxycontin. The 2 combined really make a difference in my overall ability to function during the day and be able to work. I never abuse my prescriptions, have zero history of abusing my prescriptions and have never ever given even the littlest red flag for any of that. I don't do recreational drugs whatsoever and I don't even drink AT ALL. My walgreens is on Main Street in **************, ** ******** over the years, I've had insurance and other times I've not had insurance. And usually insurance does not cover my oxycontin. So I have always paid out of pocket for it. A few months ago, when I got new insurance (bc/bs)... and thry of course didn't cover the oxycontin, I was prepared to pay out of pocket as I usually would but the walgreens I use, decided that I wasn't allowed to pay out of pocket for my meds of the insurance didn't cover it. When I questioned this, I was given a very snotty answer about how they were being sued but they wouldn't give me any real explanation on why I couldn't pay for my meds that I've been on for so many years. And no other pharmacy can get this low dose of oxycontin and now I'm suffering in pain because my other pain med doesn't last as long and it's affecting my ability to work, drive and live a normal life. I find this to be so unethical for a pharmacy to act as my health care provider. My dr gives me the combo of meds to help them work most effectively and because walgreens is being sued, I shouldn't be allowed to have them?? This makes no sense.

  Business response

  03/01/2024

  This consumer does not use AllianceRx Walgreens Pharmacy.  ******************************* has a profile with Walgreens #*********************************************************************** Phone# ************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On November 6, 2023, I had an infusion of the prescription Reclast provided by AllianceRx Walgreens Pharmacy. The infusion was given at my doctor's office - OB/GYN Associates of Erie (PA). When investigating my coverage and out of pocket expense, prior to the infusion, I contact AllianceRx Walgreens Pharmacy on 2 separate occasions in October 2023. During both of these phone calls, I was told that there would be $0 cost to me and I was fully covered for this medication. In January, I received a bill for $837.73 for this prescription. I have called AllianceRX to get an explanation. During one conversation the Alliance rep said that the notes show there would be no cost to me for this and I was transferred to Billing and told that $837.73 is my balance. How can I have an outstanding balance, when it was to cost me $0. If I had been told there would be such a large cost for the infusion, I would have chosen another option (pill form, no meds). I agreed to the infusion based on the information provided by AllianceRx Walgreens Pharmacy. I noticed at the top of your BBB page the address for them is different (see attached). The AllianceRx Walgreens Pharmacy ****** billing address is in Frisco, Texas. I have not paid this bill. AllianceRx does state that their calls are recorded.

  Business response

  02/15/2024

  The customer contacted the Better Business Bureau with concerns about order from AllianceRx Walgreens Pharmacy (ARxWP), specifically related to being billed an amount different than what was initially quoted.

  ARxWP did a thorough investigation and was able to determine the root cause of this issue.  ARxWP contacted the customer directly and was able to fully resolve the matter as expected by the customer.

  ARxWP provided the customer with direct contact information if future concerns arise.  The customer was satisfied with this resolution.

  Customer response

  02/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I use Walgreens AllianceRx mail order pharmacy. I have two addresses, on on the east coast, and one on the west coast, and I split my time. I usually call to inform Alliance which address I would like my medication shipped to, as the west coast address is my permanent address in their system, so if I want it shipped to the east coast I have to let them know. I called to inform AllianceRx that I wanted it shipped to the east coast. They confirmed the east coast address. A few days later, my doctor tweaked my prescription due to billing issues. Alliance then sent me a message asking me to confirm my address, and it was the incorrect west coast address. I called, thinking it was understandable since my default address is the west coast. I told them I wanted it shipped to the east coast, and they confirmed the east coast address multiple times with me. When the medication finally ships on January 23rd, I see that the shipping address is not only the west coast address, but it is not even the correct address since the zip code is off by one digit. Luckily the address does not exist, since if a controlled substance had been shipped to a random person's house I would not have been able to get it prescribed again due to drug laws. As soon as I saw the address was wrong I called to tell them and they said they would contact ***** Since my medication is a controlled substance, it has to be shipped to the original address, thus alliance would not be able to change the shipping address after it had been shipped (not even going to the correct west coast address). Even if it is returned to the pharmacy, they cannot ship it to me on the east coast. Since the address did not exist, the medication ended up sitting in a post office in the incorrect zip code and I had to get a family member on the west coast to pick it up. However, it is illegal to mail drugs so my family member cannot get my meds to me legally unless I fly back or they fly here.

  Business response

  02/09/2024

  A representative from AllianceRx Walgreens Pharmacy contacted the consumer on 1/29/2024 to address the concerns outlined in the complaint.  The representative was able to determine the root cause and provided an explanation to the consumer.  The consumer was provided a ************ of contact to work with on future orders as needed.  

  
  AllianceRx Walgreens Pharmacy strives to provide exceptional service while ensuring our patients receive the medicine they need to feel better and live well. Please know that we are committed to exceeding expectations with all future interactions. 
  

  
  

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I initially requested a prior authorization for Botox medication through my physician's ****** (*****************************************). My doctor is located in ************. The prior authorization was initially requested in October and after about 6 weeks of back and forth and conflicting information received by my insurance company, doctor's ****** and Walgreens Alliance Rx I decided to cancel the request and no longer seek the treatment. I called Walgreens on 12/15/23 and spoke with ******. I made it ******* clear that I wished to cancel the order and that Walgreens does not have authorization to ever ship out any medication without my consent. He even repeated back to me the instructions I provided and said he was noting the file. At the same time I notified my doctor's ****** to cancel the request altogether and that I no longer wanted the treatment. When these calls were made they still did not have the paperwork needed to ship the medication so I provided ample notice at the time I cancelled the order. Well, I just noticed a couple days ago that Walgreens had billed my insurance company for the medication. My doctor's ****** also called to tell me the medication was shipped to them and that Walgreens will not accept a return shipment. I called Walgreens, explained the situation and was told that I would have to speak with a billing supervisor. I explained that the medication should not have been shipped out nor should they have billed my insurance company. Furthermore I do not wish to be billed nor will I be paying anything to Walgreens. At this time I am waiting for the ****** to open again so I may speak with said supervisor. However, I do not trust Walgreens to rectify the situation which is why I am filing a complain with BBB. I would greatly appreciate your assistance in swiftly resolving this matter. Please let me know if you have any questions or need additional information from me.

  Business response

  01/09/2024

  The customer filed this ********************** complaint regarding their experience with AllianceRx Walgreens Pharmacy (ARxWP), specifically related to a concern with a shipment they requested be cancelled.

  An ARxWP specialist reviewed the concern and contacted the customer to discuss the details.  ARxWP was able to determine the root cause and provide a satisfactory resolution to the customer.

  ARxWP is working with the insurance to complete the final steps and committed to follow-up with the customer upon completion.  The customer was provided a ************ of contact if questions arise.  This solution was acceptable to the customer.

  Customer response

  01/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is hands down the worst pharmacy on the planet my son was born with a bleeding disorder and we were forced through work to use this pharmacy for his specialty meds we cannot get through a normal pharmacy! Every month I go rounds with them they cant seem to ship on time or they call me set up an order and call again clueless and have no clue we already placed it. They just sent the wrong supplies yet again to where I had to go and find medical supplies to be able to inject his medication! No parent should be concerned on life saving medication on whether it will arrive or if you will even get the right supplies to properly administer it! I have complained to my company and insurance company now multiple times because it goes no where with this company!

  Business response

  01/09/2024

  The customer contacted the ********************** regarding concerns with AllianceRx Walgreens Pharmacy (ARxWP), specifically the difficulty ordering prescriptions and inconsistency with supplies.

  An ARxWP specialist was able to research these concerns and take appropriate steps to ensure future orders are fulfilled as requested by the customer.  ARxWP contacted the customer to discuss these concerns and provide details related to each event.  In addition, ARxWP assigned dedicated resources to handle the account going forward.  This will allow oversight of order processing and direct contact if questions arise.  

  Customer response

  01/09/2024

   
  Complaint: 21053327
  
  I am rejecting this response because:

  I have been called multiple times being told someone is looking into this with no resolution, someone randomly told me they would be handling our account from here on out and that I could actually get my orders refilled via email so I don't take multiple calls taking me away from work because they can't figure out the order the first time and have to call back to go back through everything all over again to place the order. So I replied back to the email to place my sons order and they told me they couldn't help me because someone else has been assigned my account to handle his medications. Literally no one knows their rear end from a hole in the ground, still doesn't fix supply issues no clue if my sons medication is even being ordered. I am in a worst spot than I was when I created this complaint. 

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

  Business response

  01/16/2024

  AllianceRx Walgreens Pharmacy (ARxWP) has been in contact with the customer regarding their concerns with the ordering process.  ARxWP addressed all prior complaints and have assigned dedicated resources to assist the customer moving forward.

  ARxWP will continue to monitor all interactions and take appropriate steps to ensure the customers expectations are met and orders processed as needed.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I the beginning of November my doctor sent a prescription of Pregnyl to Alliance RX Walgreens. I knew it was going to take a little while to get authorization from my insurance. It didn't take long for insurance authorization. I didn't hear from them in a while. I called them after they failed to contact me. Then Alliance said they had an issue with how the Dr. ***** the prescription. I contacted my Doc and he said he informed them of what the prescription meant. He said that it was in the write-up phase of the process and that they would be contacting me soon to setup delivery. Still didn't hear back from them in a while. I call them again and they said they still didn't get the correct instructions for the prescription. Alliance lied. My Dr. ****** them twice and spoke to them. Unfortunately I cannot go to another business, this is the only business that will accept my insurance. I am so frustrated and tired because I don't have my medication.

  Business response

  12/22/2023

  The customer contacted the ********************** regarding a concern with an order from AllianceRxWalgreens Pharmacy (ARxWP), specifically the time it took to have the order scheduled.

  ARxWP did extensive research and was able to identify the issues that caused the concern.  ARxWP spoke with the customer to provide these details and ensured the order was shipped as requested.  ARxWP later followed up with the customer and confirmed he received the delivery and had no further questions.

  In addition, ARxWP provided the customer with a ************ of contact via phone and email if there are additional questions or future issues arise.  The customer was satisfied with this resolution.

  Customer response

  12/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩