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:12/17/2024

  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 called Prescription HOPE last week for assistance getting my medication after being referred to them by my medical insurance. The *** provided me the **** PCN, Group #, and ID # from the authorization and charged me a co-pay of $60. When I called CVS Specialty to provide them with the information so I could order my medication, CVS advised that was the incorrect information. I called Prescription HOPE back to inquire and was advised that the program I paid my co-pay into no longer exists and the *** never should have charged me. Now I am missing $60 and cannot get my prescription this month.

  Business Response

  Date: 12/18/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the Prescription Hope service works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

• Initial Complaint

  Date:08/07/2024

  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 called them this week to make sure they had received all the necessary paperwork to process my medication and I was told everything was fine and my medication would be shipped that day to my doctors office. Then tonight I received a text message saying my account had been closed and I could reopen my account by submitting the necessary paperwork which I've already done. I've been with PH since *********************************************************************** the morning

  Business Response

  Date: 08/13/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

• Initial Complaint

  Date:07/29/2024

  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.

  Reference attached spreadsheet. I have been paying prescription hope for 17 months. which totals $890. Attached Spreadsheet it shows payment date, invoice number and amount. I just feel that Prescription Hope should not keep charging a customer if they cannot deliver the medication. I feel they owe me a refund of $380. I know I sent them requested documents, my doctor office faxed them information they requested. I should have received a shipment in May for 3 months but did not. The attached spreadsheet is easier. It is great when this program works and the medicine is received. But when IT does not work. PH needs to stop billing until the medicine gets back on track. That would be honest, ;logical thing to do.

  Business Response

  Date: 08/06/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

• Initial Complaint

  Date:07/02/2024

  Type:Order 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.

  In October 2023, I signed up with Prescription Hope for $50, with the promise that I would get 4 vials (pens) of my medication, which was Ozempic. November came, I paid the monthly fee of $60, no medication, December came, I paid the $60 monthly fee, and finally got 2 vials/pens. Into January, I paid another month of $60 and after that month my doctor said he was going to take me off the medication. In March I closed my account with **********************. So, I was turned over to collections for $120, and I called to find out why. I spoke with ***** at PH the first time, and all she could say was how many times my card had been declined--it had been compromised. They didn't give me a chance to call and explain what happened, and instead tried to run my card five or six times. So, I hung up to check my checking account and make sure that the payments had in fact, been made. I called back and spoke to ***** the second time. He explained that I didn't make a payment in February or March (and again, I closed the account in March), so therefore, I owe them $120. I called the collections agency to get more information, and the only date the women there could give me was march 2024-again--when I closed the account! :So, after I left a negative review on ******* I got a call from ******, asking if I had any questions that she could answer or explain any further. I told her I wanted to know where they were getting the $120 from, and she told me what ***** had said--it was $60 for February and $60 for fMarch--and because when I called in March to close the account, the lady I spoke with at that time did not bother to explain to me that I would owe this amount of money and why, I was not adequately informed. She did offer to talk with her supervisor, and I told her to go ahead. I can show with checking account statements where payments were made from October 2023-January 2024.

  Business Response

  Date: 07/16/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

  Customer Answer

  Date: 07/29/2024

   
  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.  However, I feel that they were not fully transparent in their business practices with me.  For example, I was promised 4 vials of the medication Ozempic once I enrolled, paid the enrollment fee and started paying the monthly fee, all of which I DID.  I never received 4 vials--only 2 in December.  When I called to find out why I had been turned over to collections, it was then that they explained that because I was on ******** and it was near to the end of the year that they had "made sure I had enough to last to the end of the year", and then in January I would start with 4 vials a month. 

  Sincerely and finitely, 
  
  *******************

• Initial Complaint

  Date:06/20/2024

  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 paid $60 in May 2024 in order to receive my medication at a reasonable cost as promised by Prescription Hope. I was later informed that I would need to provide my tax returns from 2023 AND a ******** denial letter which could take months to obtain. I never received any goods or services for my money and now I cannot get my money back. This place is a scam and buyers beware!!

  Business Response

  Date: 06/21/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

• Initial Complaint

  Date:06/19/2024

  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.

  ******** has charged my credit card 4 times $60 and never sent any meds.

  Business Response

  Date: 06/21/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21873507
  
  I am rejecting this response because: prescription was never received.
  
  Sincerely,
  
  Carolina Villete

  Business Response

  Date: 07/16/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

• Initial Complaint

  Date:05/24/2024

  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.

  After 90 days of paying Prescription Hope $60/mo ($180 total), they were still asking for information. Every other Friday, I got a phone asking for additional information, including data already send but they failed to go beyond page 1 of my submission. I keep asking about status and was told to call back the following week. One could not help but believe this is just a scam.

  Business Response

  Date: 06/11/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:
  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

• Initial Complaint

  Date:05/01/2024

  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 contacted this company approximately 2 weeks ago or so in the hope of getting this new Rx via a patient assistance program. My doctor did the required information, I was ready to upload my information into their portal today but the fact that they asked for pages 1 and 2 of my 2023 income tax didn't sit well with me. I checked online and sure enough multiple complaints to BBB and patients complaining. They have already taken $60 dollars out for "processing fees." I am fearful because they have my identifying name, birthday, address and social security number. Tomorrow I will go to the bank and replace my debit card. I want to file with BBB so others will be aware of this fraudulent business.

  Business Response

  Date: 05/06/2024

  Prescription Hope is a service-based program that will help individuals to receive their medications.  During the enrollment process, each individual is explained about how the ************************** works, what is needed from the member to move forward as well as the understanding outlined in the Terms of Service that the only time a refund is provided is through the below action:

  
  Guarantee:
  If you do not receive medication because you were determined to be ineligible for a patient assistance program, and you have a letter of denial by the applicable pharmaceutical manufacturer, Prescription Hope, **** will refund the monthly administrative service fee for the medication determined to be ineligible. All Prescription Hope, **** will need from you is a copy of the denial letter sent to you from the applicable drug manufacturer explaining why you are ineligible.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21654053
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/06/2024

  I am not seeking the $60 back. The company "waived" two months from them taking out additional funds a couple of days before I sent in a complaint.  I just want no communication from them or looking to ***** me or send in false invoices to collection agencies.  They got their money, I have decided not to use their service any longer.  I just want no communication.  However, if they choose any adverse action(s), I will seek legal counsel for them to cease and desist.  

• Initial Complaint

  Date:02/23/2024

  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.

  Originally contacted Prescription Hope on December 20th 2023 about getting my Relistor prescription filled because I could not afford thousands of dollars on it at the pharmacy. Was told I wouldn't be charged anything until I was approved but was immediately charged $60. After spending a month giving them multiple copies of all the different piles of paperwork they required I was finally told I was approved on Jan 19th and charged another $60. My prescription was due to arrive by Feb 16th and never came. I called to ask why and they said they would have to reach out to the company filling the prescription and get back to me. That the company does not give them a tracking number until after it was supposed to be there and didn't show. Never heard back a week later got something in the mail stating that I needed to send more copies of the same things that I've already sent them.

  Business Response

  Date: 03/01/2024

  Looking through this individual's account, there were a few factors causing the medication shipment delay. 

  Factors involve the following:

  1 The individual's address changed during the processing of the medication.

  2. The company that supplies this medication rolled out a new procedure change on their end during the processing of the medication which requires more documentation from the individual.

  3. The individual had confusion on what type of insurance she had, which was disclosed after the enrollment process began.

  4, The individual currently has a past-due balance on their account.

  All of these items created a delay, which is still in process.  Prescription Hope is a service-based program.  We do not charge for the medications, we charge a service fee for each medication we process on behalf of the individual.

  If the individual would like to continue with the process, there is currently a past-due amount on their account that will need to be paid and we will need the additional information required by the pharmaceutical company who supplies the medication.

  If the individual no longer wishes to be in the program and stop all processing, we will honor the refund requested and close the account.

   

• Initial Complaint

  Date:11/26/2023

  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.

  On September 5, 2023, I contacted Prescription Hope asking for help because my Eliquis was becoming too expensive for me. I require blood thinners because I am Factor5. They told me that I needed to give them a $50 dollars deposit for the medication and when it got approved they would take the money out. I noticed they had taken the money right away, which made me suspicious. They sent me forms to fill out and my husband had just been laid off at his job. I called and asked if that just the information they needed. I was told by two different people, that I just needed to send my social security verification letter, and my husbands letter from unemployment, which I did. I got a letter about two weeks later saying I was approved. Then a few days later alter came saying I needed to verify more income. By this time, I was just fed up with them. I asked my doctor to switch me to Warfarin, which only cost me $1. I called them and told them I was changing medications and no longer needed their help. I asked for my $50 back and was told no. I was aggravated, but I wasnt going to fight for $50. Then on November 20, 2023, I got a letter from them saying my account was over due and going to collections. I called them immediately and the lady told me I owed them over $600 for the medicine they got for me. I was irate at that point. I told them that they approved me, then denied me, now they are saying they had medicine for me. She said I had to pay the $600 to get the approval. I flipped out, I told them to turn it in to the collection agency, because I would fight it and win. Then on November 22,2033, they took out two $50 withdrawals from my account that I did not authorize.

  Business Response

  Date: 12/05/2023

  08/01/2023  Processing application.
  08/01/2023 Mailed patient and doctor for required documentation.
  08/03/2023 Contacted patient and doctor for required documentation.
  08/10/2023 Patient contacted us concerning required documentation.
  08/21/2023 Received a portion of the required documentation, not legible, sent new request for required documentation.
  08/25/2023 Mailed patient for required documentation.
  08/28/2023 Received a portion of the required documentation, called patient to remind of remaining required documentation.
  09/01/2023 Mailed patient for required documentation.
  09/06/2023 Mailed patient for required documentation.
  09/06/2023 Called patient for additional requirements set by the pharmaceutical company concerning patients individual circumstance.
  09/20/2023 Mailed patient for required documentation.
  9/28/2023 Mailed patient for required documentation.  Called patient, no answer.
  10/09/2023 Patient account past-due.
  10/10/2023 Mailed patient for required documentation.
  10/23/2023 Patient called to cancel account.
  10/23/2023 Patient account closed per request, spoke with the patient and they understood what the payments were for, a service fee.
  11/21/2023 Called patient and advised past-due amount was being waived.
  As of 12/05/2023 All money has been returned to patient, account was already closed and the collections was already stopped.  Nothing more can be done on this account.