ComplaintsforAllianceRx Walgreens Pharmacy

• Initial Complaint

  12/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was told by AllianceRX Speciality Pharmacy that my medication will be refilled on time for me to continue my next dose. Now my medication is sitting at a ***** Facility and I will not be receiving my medication for 5 days because the pharmacy did not do their part in making sure the order was submitted on time. I am halfway through my treatment for Hepatitis ** It is an 8 week treatment and now I am missing a week of medication halfway through my treatment. If the Hepatitis C disease is still present in my blood it will be because AllianceRX Pharmacy did not do their part in refilling my medication on time. I called a week in advance to make sure that everything was delivered to me on time.

  Business response

  01/16/2023

  AllianceRx Walgreens Pharmacy (ARxWP) received a complaint from the member regarding concerns with timing for receipt of his medication, including concerns with ***** as well.

  ARxWP researched the matter and were unable to identify the specific delay referenced.  The pharmacy made four outbound phone calls in an attempt to further discuss with the member.  However, the voicemail indicates the mailbox is full so we are not able to leave a message.  In addition, we sent emails to the address we have on his profile, but did not receive a response.

  ARxWP will monitor his next orders to ensure they are filled and delivered as expected.  In addition, we will partner with the member to discuss other options if needed, upon his call back or email response to us.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I take a specialty drug that I have had filled with AllianceRXWalgreensPrime for several years. I had BCBSNC Ins. I called in to refill my prescription April 2022. I advised that I had changed jobs and that I no longer had BCBSNC but now had BCBSAL. I gave them all of the new insurance information, secondary insurance information and they stated that my co-pay assistance card was already in their system. Any time that I have called in it is a recorded line and I have always been put on hold while they verified my insurance info before setting up my delivery date. This time was no different. I received my medication a few days later. In May I received a letter from BCBSNC stating that I had a bill for $5,664.98 due because of this prescription filled. I called the company and explained that I gave Alliance the new insurance info and was told Alliance would be contacted to make sure they billed correctly. I got a response back that the matter was resolved with Alliance. Then I received a statement from Alliance in Sept. for $7,******. I called and spoke with ****, Insurance Verification Team. She stated that a test claim was sent to BCBSNC on 4/1/22 and showed payable. I asked why it was sent to BCBSNC when I had advised the Rep that I now had BCBSAL. She stated she would send the issue up to a Billing Supervisor and Insurance Verification Supervisor. She responded the following week that the response was "they had no knowledge of an insurance change". When I talked with BCBSAL they stated that Alliance submitted the claim to them on 4/2/22 and they rejected it due to Alliance being a "non participating pharmacy". I have called trying to reconcile this issue multiple times and spoke with multiple people. The correct insurance company should have been tested for the claim when I called to refill. Even upon receiving the denial on 4/2/22, Alliance did not contact me to refuse the shipment or cancel it. I don't believe I owe $7, ****** and need this resolved.

  Business response

  12/28/2022

  The patient contacted the Better Business Bureau regarding their concerns related to a bill received for a prescription sent by AllianceRx Walgreens Pharmacy.
  
  Our research identified the patient's prescription was billed to an insurance that showed active at the time of service and was later changed. The pharmacy is currently helping the member coordinate with the prior insurance and current insurance to have the prescription billed correctly. AllianceRx Walgreens Pharmacy has been in contact with the member and will continue to assist until a resolution is met.
  
  AllianceRxWP 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. Our customer services department is available 24 hours a day 7 days a week at **************.
  

  Customer response

  01/04/2023

  ----- Forwarded message ---------
  From: ******************************* <************************>
  Date: Sat, Dec 31, 2022 at 11:22 PM
  Subject: BBB complaint
  To: <*****************************************>
  
  
  Hi *****,
  
  I have heard from Alliance RX Walgreens Prime. A contact with the company is researching the matter and is updating me on progress. A resolution has not occurred yet.
  
  *******************************

  Customer response

  01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Alliance RX Walgreens Prime has reached out to me to gain more information. The contact that is working on this case has kept me updated on what steps have been taken to try to resolve the issue however, it is still not resolved.

  Business response

  01/17/2023

  AllianceRx Walgreens Pharmacy (ARxWP) has been working with the members insurance companies to help resolve the concern related to the reprocessing of claims due to a change of insurance.

  ARxWP has been in contact with the member as we awaited updates from the insurance companies.  We were able to obtain all necessary approvals and resubmitted the claims as requested.  All claims were processed as expected and the resolution is satisfactory to the member.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In sept 2021 I had an IUD provided by my doctor. They confirmed in advance that billing was done through their office and it should be fully covered by insurance. I received a bill from alliancerx Walgreens prime shortly after for the ********** in the *** of *******. After contacting my insurance and the doctors office they confirmed my responsibility was $0 and alliance Rx used the wrong billing code. I provided them this information and after calling back multiple times they finally corrected it when I received a corrected bill 2/25/2022 for $0 balance. I then started receiving bills again beginning in august of 2022 for the original amount of $*******. I also continue to receive these bills stating I am past due and will be turned over to collections and am now 120 days delinquent. After countless (over 15 calls) to this company with transfers to the same departments that are unable to assist, I asked if I could speak to the manager who could review my claim, or a complaints department. I was told to just disregard my bills, that I was unable to speak to anyone else higher up or file a complaint, and that their system needs to review my claim and there's nothing that can be done to resolve it. At this point I am almost done utilizing the initial IUD device and I still have yet to have this resolved. I would truly never use this company again and want for no one else to experience this. I'm debating never getting this service again by this provider given the trouble this caused. I simply want this to be resolved and not come back again with the same statement after an extended period of time and trust that it is done with. I do not believe it is acceptable to tell a consumer to just ignore delinquent bills and yet also not provide any means towards resolution when the consumer is engaged and looking to resolve the issue. For fear of this impacting my credit and no means towards assistance I am looking for this to be closed out.

  Business response

  12/09/2022

  The patient contacted the Better Business Bureau regarding a billing concern for a medication shipped from Alliancerx Walgreens Pharmacy.
  
  AllianceRx Walgreens Pharmacy representative spoke with the patient regarding her concerns. The pharmacy was able to complete the necessary steps to have the claim reprocessed to the members satisfaction. The pharmacy has also provided the member with a ************ of contact if a future issues arise.
  
  AllianceRxWP 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. Our customer services department is available 24 hours a day 7 days a week at **************.
  
  Thank *************************, AllianceRx Walgreens Pharmacy
  

  Customer response

  12/10/2022

  I received three calls from the company so far indicating they would be looking into reprocessing my claim and believe the amount to be correctly at $0 once corrected. I have not yet received a corrected bill but they mentioned in 30 days they anticipate it to be corrected. I am awaiting further resolution and confirmation of the correction and documented updated statement.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an open balance with AllianceRX Walgreens that I pay bi-monthly on line. Four times I paid my bill on line the payment is posted on my credit card shows up on the AllianceRX site as a payment then the next day the payment is gone on the AllianceRX site. I call AllianceRX and it takes them two - three days to go back and post the payment. I am very upset and don't understand why my payments are not posting they way they should.. I also wonder how may people don't notice this and double pay????

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/11/01) */ The patient contacted the Better Business Bureau regarding a billing statement for medication received from AllianceRx Walgreens Pharmacy. An AllianceRx Walgreens Pharmacy representative spoke with the patient regarding their concerns. The pharmacy was able to validate the amount paid and timing for updates on the web site. The pharmacy also provided a direct point of contact for future questions. This was a satisfactory resolution for the patient. 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. Our customer services department is available 24 hours a day 7 days a week at 1.877.627.6337.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My diabetic medication, Jordiance received a mail-order from AlianceRX. It suppose to be 90 days but I did not receive enough medication. I am trying to get it refiled but I have been getting run around by both BlueCross BlueShield and AlianceRX. AlianceRX open a ticket on 9/7/22, Ticket #********. I have less then 10 days medication left. I need help to resolve it ASAP please

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/10/04) */ On 09/30/22 the consumer's insurance provided an early fill override and the order shipped on 09/30/22. This order was delivered to the consumer on 10/03/22. AllianceRx Walgreens Pharmacy strives to provide exceptional service and we are committed to exceeding expectations with all future interactions. Our customer services department is available 24 hours a day 7 days a week at 877-787-3047.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My doctor sent in a prescription for 6 vials of the medication,Follistim. I was given a quote for the medicine of $2022.48 on July 14th. I paid the amount. I received my medications and realized they only sent me 3 vials of the medication. My receipt stated that I paid for a quantity of 6.I called them to explain I did not receive all of the medication that I paid for. They claimed that I was only to receive three vials and that the price I was quoted for was for only three. The representative that I spoke with was very condescending and claimed I was reading the receipt incorrectly. She said that the receipt only said a quantity of 3 When I asked her to view the copy of the receipt she told me the company no longer has it on file. They said they would not send me any more medication until I paid another $2022.48. When I referenced my quote, they told me that they only quoted me for half of my medication. This was not indicated in my quote and all of the other drugs that I was quoted for was for the total amount ordered by my doctor. After speaking to another representative she told me my doctor wrote the prescription wrong. My doctor called and spoke with the pharmacist and she confirmed that the prescription she sent in was for 6 vials. Everyday for 2 weeks I tried to get this resolved, I was transferred to logistics department. Candy was the representative, and she told me on recording that they quoted me the wrong amount. After threatening to file a complaint with BBB, I was put on hold. When she returned she said she was sorry for the mistake Alliance made and they would send me my remaining medication and were waiving the fee. 2 weeks later I was sent a bill for $2022.48. I called and referenced the fee waiver and she said there was no mention of this in the notes. They would not fill my new prescription unless this amount was paid. I would like a refund for the amount that I was told would be waived.

  Business response

  10/27/2022

  Business Response /* (1000, 12, 2022/10/05) */ The patient contacted the Better Business Bureau regarding his experience with AllianceRx Walgreens Pharmacy. Specifically, in reference to a charge for an order they placed with the pharmacy. AllianceRx Walgreens Pharmacy representative spoke with the patient regarding their concerns. After reviewing the patients account in detail, the pharmacy was able to settle the billing concern as requested. The patient expressed satisfaction with the resolution provided. AllianceRxWP 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. Our customer services department is available 24 hours a day 7 days a week at 1.877.627.6337.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Alliance Rx is withholding my drug (Entyvio) that is used to treat my Crohn's disease. I receive these infusions every 8 weeks. I am currently almost two weeks late, because of a back balance of $2000. Alliance only billed my primary insurance. After calling multiple times to make sure they're also billing my secondary insurance (******** part B), for the last two weeks they have been giving me the runaround.Told me they didn't have my ******** information. So I gave it to them. They told me it's billed as a prescription, so I gave them my part D (***** ********) information. Then they told me they're not contracted with *****. So I contacted ********, which assured me my medicine is covered as medical part B not prescription, but Alliance still has not sent them the claim. Alliance is now telling me they submitted it to ********, but it was denied saying the reasoning is because I had no coverage at date of service. I told alliance, I have been enrolled in ******** since Oct 2010, and that I absolutely was covered during DOS. I gave them the number to call ******** themselves, but they told me to call. This is after two weeks of excuses. I keep getting phone calls that they're reaching out to my dr to release my med, but a day or two goes by and my dr says they never call. When I contact alliance, they change it around saying my dr needs to call them. So my dr calls them, but alliance tells them the back balance must be paid before they can release my Entyvio, that it's patient responsibility and they won't bill ********. It has been a back and forth nightmare. My health depends on this infusion. The longer I go without it, the longer it will take me to get back on track! And being on disability, I most certainly do not have $2000!!!

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/29) */ The patient contacted the Better Business Bureau regarding a billing concern for a medication processed by Alliance Rx Walgreens Pharmacy. AllianceRx Walgreens Pharmacy representative spoke with the patient regarding their concerns. The pharmacy is currently working with the patient and health plan to have their order processed with the active coverage. This information was shared with the patient and the pharmacy will be following up with them once we receive a response from the health plan. 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. Our customer services department is available 24 hours a day 7 days a week at 1.877.627.6337.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have called multiple times to try to talk to someone never get through always long hold times more than an hour and a half to try to get to live rep to try to give consent so they can call drs office to schedule a delivery for speciality medication. Called Monday evening at 516 pm pst time and spoke to live rep during after hours, who took my consent over the phone and said they would call drs office over the phone. However when drs office called today on Wednesday July 13th they claim to have no call from me on Monday July 11th. I have proof of the times I've called Alliance Rx and the wait times and the call with the rep from July 11th at 5:16 in my call history.

  Business response

  09/08/2022

  Business Response /* (1000, 8, 2022/08/05) */ The patient contacted the Better Business Bureau regarding his experience with AllianceRx Walgreens Pharmacy. Specifically, in reference to challenges when calling our toll free number. AllianceRx Walgreens Pharmacy representative spoke with the patient regarding his concerns. After research, the pharmacy was able to identify the issue and provide a resolution to ensure future interactions are to the members satisfaction. AllianceRxWP 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. Our customer services department is available 24 hours a day 7 days a week at 1.877.627.6337. Consumer Response /* (3000, 10, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I'm not a male I'm a female and I never spoke to Anyone from the company regarding this concern. Not sure who they spoke to regarding this but it definitely was not me. Business Response /* (4000, 12, 2022/08/18) */ AllianceRx Walgreens Pharmacy has been in contact with the member. The are ongoing discussions and continued monitoring of the account to ensure the member receives a satisfactory resolution.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I receive a specialty medication for Cystic Fibrosis called Trikafta made by Vertex pharmaceutical. The drug is very pricey and fortunately Vertex offers co pay assistance to cover the current $7,000 co pay. I am filing a complaint on Walgreen's Specialty Pharmacy in regard to the negligence on incorrect billing that repeatedly occurs every month. The Pharmacy constantly bills the co pay assistance I have known as Healthwell instead of the Vertex program. The $7,000 charge that they put on dried up my grant and I do not have the funds for other very important drugs that I take. I have not been able to pickup a nebulized drug known as Pulmozyme for 3 WEEKS because they ignore the several calls from not only myself but also Vertex and Healthwell. I am beyond upset with their practice. How many other people are they doing this to and nothing is done? I have given them ample time to try and resolve the billing issue.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/06) */ The patient contacted the Better Business Bureau regarding a billing concern for a medication processed under their health plan coverage. AllianceRx Walgreens Prime representative spoke with the patient regarding their concerns. The pharmacy was able to have the orders reprocessed and cost adjustments made. In addition, subsequent orders were processed to the members satisfaction. AllianceRxWP 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. Our customer services department is available 24 hours a day 7 days a week at 1.877.627.6337.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am survivor of Breast Cancer. With that being said, I have hormone therapy, which includes a shot. I have to put in a request every month for the shot to be ordered and delivered to the Genesys Hurley Cancer Center. I've already put a blanket note that I agree with HIPPA Laws. I just need the shot every month. Every month I got to order the shot, and call customer service to have it delivered. It is the most annoying thing ever. If I consented to the HIPPA and ordered the shot online, it should be a seamless process to deliver the shot, without me calling every day until it's completed. I have other ailments that I have to give my attention too. Not babysit Alliance Pharmacy every month. This is every month from the 11-20 of calling until my prescription is delivered. It started in late 2020 until current. They need to come up with a better process of getting my shot delivered with minimal contact involving the customers.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/05) */ The patient contacted the Better Business Bureau regarding their experience with AllianceRx Walgreens Prime. Specifically, in reference to delay's in receiving their specialty medication. AllianceRx Walgreens Prime representative spoke with the patient regarding their concerns. After reviewing the patients account in detail, the pharmacy has agreed to monitor future order's to ensure smooth and satisfactory experience with the specialty pharmacy. AllianceRxWP 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. Our customer services department is available 24 hours a day 7 days a week at 1.877.627.6337.

*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. ↩