ComplaintsforAllianceRx Walgreens Pharmacy
Specialty Pharmacy
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Complaint Details
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Initial Complaint
11/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Alliance Rx prime is risking the lives of its patients. I use them to deliver time sensitive medication to treat a medical condition I have. Multiple times they have told me my medication was shipping when they never actually shipped it. Repeatedly they have billed my insurance incorrectly. Their phone and online systems do not properly meet the needs of patients. Often I am disconnected after sitting on hold for over 30 minutes only to have to call back and sit on hold again. Getting specialty drugs is time sensitive and patient specific. Their customer service systems do not support either. Today I was on the phone with them over 5 hours and in the end my medication was still not delivered, I called them because my dose was already later than they both scheduled and promised. Because of their poor practices I will become more ill due to them non fulfilling the orders as they tell me they will.Business response
12/23/2021
Business Response /* (1000, 5, 2021/12/06) */ 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 the next few order's to ensure smooth and satisfactory experience with the specialty pharmacy. 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
10/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My doctor put in an order with Alliance Pharmacy and I waited for a week to be contacted about scheduling my order, but the online portal continually said that they were working with insurance and my doctor. It took me actually calling them for any progress to be made and then things moved quickly. That next day I was able to schedule my medications. However, online, it said there was a problem with my order but no further information. I and my doctor have been calling to get these medications sent to me. They told my doctor they would have the medication in today and that she didn't need to call in a replacement. When I called this evening, they told me no shipment was made and they couldn't tell me when more medication would be coming in, but that I should call back tomorrow. This is the only pharmacy that my insurance will cover for IVF medication so I have no alternatives. These delays are potentially going to lead to us missing our window for this cycle which is devastating.Business response
11/18/2021
Business Response /* (1000, 5, 2021/10/29) */ 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 and have been able to resolve the delays and successfully deliver the medication. After reviewing the patients account in detail, the pharmacy will monitor future order's to ensure smooth and satisfactory experience with the specialty pharmacy. AllianceRx Walgreens Prime has attempted additional outreaches in an effort to ensure the patient is satisfied with this resolution. AllianceRx Walgreens Prime 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
10/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
This issues is in regards to my wife Heather and her account with Walgreen's Alliance RX Prime. In August we were charged $1194.13 because there was an issue with the Co-Pay Assistance Insurance and it did not get processed correctly. I have called Sept. 7th to get this issues resolved. I again was on the phone numerous times Sept. 29th and Sept 30th trying to get the refill processed. I was told the refill could not be processed because of an outstanding balance. I was then assured on Sept 30th. the issue was taken care of as the refill was able to be processed. I was reviewing my credit card statement today and the issue is not resolved I am still being billed.Business response
11/04/2021
Business Response /* (1000, 5, 2021/10/12) */ The patient contacted the Better Business Bureau regarding a billing issue. An AllianceRx Walgreens Prime representative spoke with the patient regarding their concerns. The pharmacy was able to confirm the issue was resolved and it was a timing delay between statements being sent and credits applied. This information was shared and the patient is satisfied with the resolution. 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
09/17/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My son (age 14) is a cancer patient and receives home delivery of a drug from Alliance Rx. They have consistently not delivered the medicine on time (injections must be given on time with chemo), and then every time I call, they said I should have received a call. Then the employees get nasty, then I'm sent to a supervisor that promises it will never happen again. It happens EVERY MONTH. Every month his medicine is late, and every month his injections are delayed. I can't get anywhere with this company, and yet my health insurance (******************************) only works with them. I could literally get the same drug from our local hospital, and yet my insurance insists we work with Alliance Rx. We are talking about a child's cancer treatment! I can't get anywhere with them, and need your assistance.Business response
10/18/2021
Business Response /* (1000, 5, 2021/09/21) */ Reference: ********* 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, we have solved the issues with the current order. In addition, 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 1.888.346.3731.Initial Complaint
09/12/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On July 11, 2019, Alliance Rx Walgreens Prime #***** filled a prescription for Makena, a medication used to prevent preterm birth. In October2020, they forwarded the bill to me, having not been able to collect payment from my insurance company. Due to their own error, the wrong insurance company was billed, then they billed under major medical from the correct insurance company, instead of the medications benefits. The prescription should have been a copay of under $100, but they have sent me a monthly bill for $3179.88. Now, the **** of Tx refused to pay as Alliance was trying to collect on a previous year's claim. I have sent them all the required documents that they requested either via either courier or certified mail to resolve this matter. I even spoke with an agent up to 5 weeks ago, as I ended this insurance. Two weeks later, I received a notification from Alliance Rx, stating that they have turned my bill over to a collection agency. My credit score has decreased.Business response
10/25/2021
Business Response /* (1000, 17, 2021/10/07) */ 2354 Commerce Park Dr STE 100 Orlando, FL 32819 Alliancerxwp.com tel 855.244.2555 fax 877.828.3939 09/05/2021 Reference:********* The customer contacted the Better Business Bureau regarding her experience with AllianceRx Walgreens Prime. Specifically, in reference to a bill received for rendering services. AllianceRx Walgreens Prime Representative contacted the patient to go over her concerns. After further review, we were able to review the patient's account in detail and provide a satisfactory resolution to the patient's concerns. The patient expressed satisfaction with the resolution provided and did not require any further assistance moving forward. 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. Thank you, Management, AllianceRx Walgreens Prime Consumer Response /* (2000, 19, 2021/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Alliance Rx has accepted to bear the responsibility of the cost of the prescription from July 2019, and stated that my balance on my account is now zero dollars. They confirmed this via telephone.Initial Complaint
08/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 8/10/21, a representative indicated that the total cash price for three medications for my surrogate was $1,189.87. The representative then asked me to provide a credit card and specifically asked me to authorize payment in the amount of $1,189.87, which I did. Then, on 8/11/21, I received a call from AllianceRx. The representative indicated that she needed me to authorize payment in the amount of $1,512.43 in order to ship the medications. When I questioned why the price of one of the medications increased by 64% in a 24-hour period, the representative indicated that she did not know why the price had changed and that I would need to talk to the AllianceRx billing department. I then spoke with a representative in the fertility department, who indicated that cash prices for medications should not change like this. After numerous (10+) attempts to get a resolution from the AllianceRx billing department, I have received no assistance and have not received follow-ups as promised.Business response
09/17/2021
Business Response /* (1000, 9, 2021/08/27) */ 2354 Commerce Park Dr STE 100 Orlando, FL 32819 Alliancerxwp.com tel 855.244.2555 fax 877.828.3939 08/23/2021 Reference:********* The customer contacted the Better Business Bureau regarding his recent experience with AllianceRx Walgreens Prime. Specifically, in reference to a cost discrepancy with his recent order received. AllianceRx Walgreens Prime Representative contacted the patient to go over his concerns. After further review, we were able to review the account in detail and satisfy the patient's concerns. 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. Thank you, Management, AllianceRx Walgreens PrimeInitial Complaint
07/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Blue Cross Blue Shield of Texas requires me to utilize this specialty pharmacy for my Xolair injections, which I need to avoid anaphylaxis. I noted on my AliianceRX website that my delivery for this medication, which is a pain to get every month, was still in processing. I called 7/24 and was told that their was no issue or action needed on my end. I checked again on the 27th and 28th. Medication still processing. I must take this injection every 4 weeks to avoid an ANA reaction. No one i spoke with on the 27th could explain why the issue was still in pending, but said they'd reach out to "major medical department" to stat process and that someone would call me back at 2. No one ever called me back, so I called back on the 28th and sat on hold for over 2 hours while other people tried to get a supervisor to push through this delivery. Will I get this delivery before the end of the month? No idea, if I end up in the hospital I guess it's AllianceRX will be covering the bill.Business response
09/13/2021
Business Response /* (1000, 12, 2021/08/20) */ 2354 Commerce Park Dr STE 100 Orlando, FL 32819 Alliancerxwp.com tel 855.244.2555 fax 877.828.3939 08/10/2021 Reference: ******** The patient contacted the Better Business Bureau regarding her recent experience with AllianceRx Walgreens Prime. Specifically, in reference to receiving her specialty medication in a timely manner. AllianceRx Walgreens Prime Representative spoke with the patient regarding her concerns. We were able to review the patient's history in detail and our findings have been forwarded to the appropriate functional leaders for review. In addition, the patient shared she recently had a benefit change and we are no longer her specialty pharmacy. We offered to assist to ensure a smooth transition and the patient was provided with a point of contact should she need assistance from the pharmacy in the future. 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. Thank you, Management, AllianceRx Walgreens Prime
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Contact Information
Customer Complaints Summary
54 total complaints in the last 3 years.
19 complaints closed in the last 12 months.