Business Profile

Pharmacy

Walgreens

Headquarters

Complaints

This profile includes complaints for Walgreens's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,371 total complaints in the last 3 years.
690 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/01/2023
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 purchased an item on 4/30/2023 for a total of $31.00 (including tax). When I finished paying the employee told me my receipt would be emailed to me, and I was given no other option for a receipt. Assuming I would get the receipt to my main email I left, but when I got to the car my wife told me I had purchased the wrong item. I went back into the store. The store didn't have the item she wanted so I went to the same register again and asked for a refund since I had gotten the wrong item and they didn't have what I needed. She asked for the receipt but it had not come to my email yet and I told her so. I asked if she could look it up since only a handful of customers had gone through since me but she couldn't figure it out, and looking up my phone number also did not give her the information she needed. She called a store manager who reviewed what was happening but then said she would need a receipt in order to give a refund back to my credit card, otherwise I could receive in-store credit. I said I would wait and come back. I contacted Walgreen's through their website to let them know what I was experiencing and requesting a copy of my receipt. After many emails back and forth and almost a day going by they found my phone number was under an account I guess I created over a decade ago, with an email address from a company I haven't worked at in over a decade so they couldn't do anything for me. I told them it was unacceptable that I wasn't even given a choice of the type of receipt I wanted, and all I wanted was a refund. They are no longer replying.Walgreens Store #**** ******************************************************** *****
Business Response
Date: 05/11/2023
Thank you for contacting our company in regard to this complaint. Our Consumer ******************** has sent this case to the Ecomm Issue Resolver, ************** for handling. The following information was provided as the resolution details.

I provide the customer their rewards number *****************, which is associated with your phone number: **********, and they will need to link these in your Walgreens app or on Walgreens.com in order to retrieve your receipt. The customer thanked ** for the email, and he did not any further help with rewards.

********************
Corporate Consumer Relations
*********************************;
*********, ** 60015
Fax: ************
Initial Complaint
Date:05/01/2023
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 the day of Friday, April 26th. I ordered from Walgreens and did a pick up order. My husband picked it up and when he got home realize half the order was missing. I went back to Walgreens and got the rest of the order and figured no more problems. However, I was totally wrong because Saturday when I was checking my bank statement online it was charged twice for the same order at Walgreens. I called my local Walgreens and they told me to come in to see if they can refund me the money. I show the supervisor the proof that account my bank count twice and it did, and she agreed. She did not have access to on orders, so she cannot refund me the money, and gave me the contact information for corporate, which apparently was no longer the correct phone number. So then for the next two hours I go on chat, asking for a refund and then called a liar when I have proof. And then the chat person in chat without give me the phone number that I requested to contact their supervisor or a different agent. So after going back-and-forth between the agent and customer service care service, I finally got to supervisor. The supervisor then told me that Walgreens was aware of this issue and it has been ongoing for a while and gives me a $25 credit and says Ill get refund immediately. I got the credit but never got my refund on Monday. So I called back yet again I speak to another supervisor. They didnt send me to another person finally sent me to another supervisor expressed my concern and theres nothing that they could the do. I didnt tell them this is not right not for customers that Walgreens has not told theres an error in their system. They need to either send an email and say theres an issue with their system or Pause or cancel pick up until the issue is resolved. This is not ethical at all. And Walgreens refuse to do something . They took my money with no problem, but it takes them a week to give me back my money. Ask for Saturday phone recording of supervisor mentioning
Business Response
Date: 05/07/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/01/2023
2. Who resolved: eCom Mario
3. How resolved: refunded, the customer was refunded the amount due and depending on the financial institution it may take 5 10 business days for the refund to be credited to the customer account.
4. Customer satisfaction: unknown
5. Compensation given: n/a

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/09/2023

Complaint: 20003710

I am rejecting this response because:

this is not 100% a good answer there is a major issue. This is just about my money is about others as well. You have not reported as a company that you have issues with your system. Thats been ongoing for 6 months. Yall need to stop curb side pick up until you fix it not keep it going while people are being double charged while your system is bug. Thanks for refunding the money that was mine. But there is a bigger issue on hand.

Sincerely,

***************************
Initial Complaint
Date:05/01/2023
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 bought a apple 200 dollar gift card for my niece. When she tried redeeming she got an error message saying it was invalid. i went back to the store to tell them so. i figured it was not loaded. walgreens says that once it leaves the store it is not their responsibility. Apple says that since it was third party it is not theirs either. they did tell that card was classified as fraud because it was used it 2022. So i am out of 200 and no one takes responsibility
Business Response
Date: 05/07/2023
To assist in this matter, we need a copy of the front and the back of the Apple Gift Card and the Purchase Receipt, not the Activation Receipt.
Customer Answer
Date: 05/09/2023

Complaint: 19991171

I am rejecting this response because: I submitted a copy of the card and all receipts previously. I have a copy of that email with attachments

Sincerely,

***************************
Business Response
Date: 05/15/2023
Thank you for contacting our company in regards to this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:

1. Date resolved: 5/15/2023

2. Who resolved: 3rd party gift card processor InComm

3. How resolved: They have checked the status of the card with Apple and the card has been redeemed into an account. Unfortunately, Apple cannot disclose whose account this card was redeemed into. Since the gift card has been redeemed, there is nothing more Apple can do for this customer.
Unfortunately, ********************** cannot further assist as there are no funds to recover.

4. Customer satisfaction: Unknown

5. Compensation given: None Provided

If you have any questions please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*****************************

*************, ** 35661

Fax: ************

Customer Answer
Date: 05/15/2023

Complaint: 19991171

I am rejecting this response because: I feel this is fraud by Walgreens. How can you sell a product and not take responsibility for it being useless. People should be aware of this. I will never shop there again.

Sincerely,

***************************
Initial Complaint
Date:05/01/2023
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.
On 4/30/2023 at approximately 2:30 PM I picked up a prescription from store #****. Upon arriving home, I counted my medicine because there appeared to be a visible shortage of my pills. The Pharmacy was closed, so I called and let a voicemail. Today , 5/1/2023, I had not heard back by 11:30 AM so I called the Pharmacy. ***** answered the phone and put me on hold for 15 minutes. I was then hung up on. I called back and was told that **** would call me back. When she called me back (5 min later) she was very rude and short with me and stated that she watched the footage and counted out 60 pills being placed in the bottle. (Really??!?) she also stated that there were no overages in the Pharmacy. I asked what the next steps would be because I know how to count and I know that I was shorted 16 pills. She told me to call "1800Walgreens" Really?!?!?! What kind of **************** is this?? And this is MEDICATION that I need! Completely unprofessional and did not care one bit. I have also called corporate and placed a complaint with them as well. I need this to be investigated further.
Business Response
Date: 05/10/2023
Thank you for contacting our company in regard to this complaint. Our Consumer ******************** has sent this case to the District Manager, **********, handling. The following information was provided as the resolution details.

The store opened STARS event to document the alleged missing qty and gave the patient 16 tablets. They notified APM of the incident and put in place best practices to prevent it from happening again and the customer was satisfied.

********************
Corporate Consumer Relations
200 ***************
*********, ** 60015
Fax: ************
Customer Answer
Date: 05/10/2023

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,

*******************************
Initial Complaint
Date:05/01/2023
Type:Product 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.
On 4/28/2023 @ 3:02pm, I gave a Walgreens' cashier $204.00, to load my netspandallaccess pre-paid card (refer to recipes below). An hour later I checked my card balance only to find out that the $200.00, wasn't deposited on to my card. I went back to Walgreens to speck to the manager. The manager told me that it is the store policy not to provide refunds or exchanges. This is not a good policy because it is in conflict with the possibility of human or technical errors which can be in my case. If the cashier had did something wrong or their cash register computer system fail to process the transaction, the store have to correct it. To say, the store policy cannot provide refunds or exchanges in situations as mine where it was the store error/mistake, is to implement bad business practice, and a form of robbery.
Business Response
Date: 05/01/2023
Please request customer send you copies of the front and back of the NetSpend card so we can assist further.
Customer Answer
Date: 05/03/2023

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,

***************************
Initial Complaint
Date:04/28/2023
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.
On Nov 10th 2022 our prescriber sent 2 prescriptions into Walgreens Pharmacy on *********************. There was a massive delay on one prescription and they lost the second. This resulted in my child being rushed to the emergency room. I have contacted Walgreens *********** times over the last 6 months (case #********) to no avail. I've been told by *******, *****, ***, and ***** that my claim has been escalated to upper management and district managers, and they will be in touch with compensation due to the pharmacy's negligence. We are seeking $1600, the cost of the ** visit. Documents outlining the bills have already been shared with Walgreens.
Business Response
Date: 05/01/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/01/2023
2. Who resolved: ***************
3. How resolved: Created a new liability case on 4/30. Called liability intake on 5/1 and spoke with *****,asked for it to be escalated and to contact customer today. Called customer and apologized for delay. Will have SM follow up with customer tomorrow to ensure liability contacts her.
4. Customer satisfaction: Customer waiting to hear from liability
5. Compensation given: No compensation at this point

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/02/2023

Complaint: 19993312

I am rejecting this response because:
Not resolved as promised. I was never contacted by the 'liability team' neither yesterday nor today.

Sincerely,

***********************
Business Response
Date: 05/06/2023
1. Date resolved: 05/01/2023
2. Who resolved: ***************
3. How resolved: I created a new liability case on 4/30. I called liability intake on 5/1 and spoke with *****, asked for it to be escalated and to contact customer today, cannot guarantee when they will call since it is an outside company. I called customer and apologized for delay. I will have SM follow up with customer tomorrow to ensure liability contacts her.
4. Customer satisfaction: Customer waiting to hear from liability
5. Compensation given: No compensation at this point
Initial Complaint
Date:04/27/2023
Type:Product 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.
On August 22nd, 2022, I booked a Rapid NAAT test from Walgreens in ********, ** for my return to my residency in *****. I was required to have a negative COVID test done within 72 hours of my flight on August 25th to be allowed back into the country. I completed the test, paid the fee of $100 and was informed that I should get the results within 24 hours. I waited 48 hours and still had no results. I tried to contact the pharmacy by phone on August 24th and could not get a hold of anyone. My mother tried to go to the pharmacy in person and they had closed early that day. I had no test results and therefore had to miss my flight early the next morning. I was forced to purchase an entirely new NAAT test ($100) as well as a brand new flight ($800). This caused me great stress as I almost missed the deadline to return to ***** by the 29th (***** time) for my job. Upon questioning the pharmacists on the 26th, we discovered that they had in fact not submitted the test properly and thus had no results at all even then. They offered no apology or refund, and in fact blamed me, the customer, by saying that I didn't contact them appropriately. When I finally got any results, it was 2 weeks later on Sept. 8th, which was well past the point of use. We have also attempted to contact corporate, but were misdirected or ignored. I wish to be compensated for the test they did not get the results for in time as well as the extra test and plane ticket I was forced to purchase.
Business Response
Date: 05/23/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/22/2023
2. Who resolved: DM ***
3. How resolved: I have been trying to connect with the customer below to discuss, I left a voicemail and also sent an email today May 22, 2023, but unfortunately she has not responded.
4. Customer satisfaction: Unknown
5. Compensation given: N/A

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/23/2023

Complaint: 19990479

I am rejecting this response because:
I called *** yesterday (May 22nd) immediately upon receiving the email from him (as I was unable to update my case with the new phone number I received last week, I could not receive the voice mail he left on my old number).
We discussed the situation and he explained the next steps he will take further with regards to my complaint.
I assume he sent this update immediately after sending his email before I was able to respond to it.

Sincerely,

*****************************
Business Response
Date: 05/30/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/22/2023
2. Who resolved: DM ***
3. How resolved: The customer ***************************** was finally reached on May ************************* changed phone number she listed, this is why the delay as she mentioned below.
After talking with the customer and discussing with our ** and ********************** team at #****, the customer ***************************** is still demanding repayment of the Covid tests at our Walgreens location and the additional Covid test taken. ******* also is demanding repayment of her plane ticket.
******* did say she did receive an email stating a "negative Covid test" but it was after her flights and was to late, she did not show documentation.
I offered her a refund of our Walgreens Covid test and also offered to pay for the additional Covid test she had to take (approx. $250 for both tests). ******* declined and re-stated she also wants the plane ticket refunded because she had to change flights. I shared that I cannot refund her the plane ticket and that I would have to pass this situation on.
I discussed the situation with the ** ***** at #****, we then opened up a ******** claim to assist with the customers situation and demands, they are working with the customer.
4. Customer satisfaction: unknown
5. Compensation given: n/a

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough to me.
I have been in contact with a representative at Sedgwick who is now handling my claim in regards to compensation. I have no comment on whether the results here will be satisfactory or not as I have not recieved any contact since the initial contact last week. I am hoping things can be worked out.
I attached documentation of the email showing the results of my initial covid test with Walgreens. Note the date the email was recieved, Thursday September 8th 2022, which was more than two weeks after the test was taken and a week and a half after it was needed for my flight.
I would hope that this could be passed on to the representative at Walgreens so he has the documentation he required.

Sincerely,

*****************************
Initial Complaint
Date:04/27/2023
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.
This complaint is for pharmacy services rendered by Walgreens Store #*****. (**********************************************). I have an existing complaint filed through Walgreens [Case No: 19449088].At the time of complaint, I was a new recipient of ******** and instructed by state office to use my Benefits Number to access all medical services, until completion of enrollment process, at which time I would receive my insurance card. On Friday March 3, 2023, a prescription (for a series chronic condition) was sent to this location. I called to check the status of prescription. Spoke to ******* who said that my insurance was not accepted, despite Walgreens generally accepting ********. I wanted to double-check because (1) I had prior success accessing medical services, (2) the instruction previously received by the state office contradicted the denial, and (3) neither Walgreens nor ******* had verified my insurance During second call, I was eventually transferred my to ******* who, audibly annoyed and aggressive, said "We don't accept your insurance". After snarky back and forth, I asked her to tell me what insurance is on file to which she remarked, "It is kind of complicated...I could give you the information, but would you even know what it means". ******* did not know how to access my insurance with only my benefits number and told me to call the (now closed) state benefits office to get full insurance details (which did not yet exist). ******* called me back about 10 min later an we tried a few numbers in the system, eventually, we found the correct one. Upon arrival to collect meds, ******* informed me of complaint receipt, asked what she could have done differently, and proceeded to cut me off during my response to retort, "Well I am so glad I was able to get your prescription filled." She said I would receive call from store manager. After 2 months of follow-up to Walgreens and case escalation, I have not been contacted by any Walgreens manager or representative.
Business Response
Date: 05/01/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/01/2023
2. Who resolved: *************
3. How resolved: Spoke with *************** via telephone. Customer was able to explain his experience and satisfied to be able to share what should have been a easy interaction, but our RPH on duty was rude and unhelpful. I assured the customer I am following our internal processes for accountability for service expectations.
4. Customer satisfaction: Yes
5. Compensation given: No compensation.

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/01/2023
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,

***********************
Initial Complaint
Date:04/26/2023
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.
This pharmacy has an ongoing problem with staffing. Also it never maintains posted hours of operations. The hours posted and on their recorded message are not accurate. *** left work multiple times to pick up much needed medication only to rush there and theyre closed. *** complained and complained but only seems to get worse, resulting in me being unable to my mefications for days
Business Response
Date: 05/23/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/23/2023
2. Who resolved: DM ******
3. How resolved: We have called the customer several times to address her concern, unfortunately she has not responded.
4. Customer satisfaction: Unknown
5. Compensation given: N/A

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Initial Complaint
Date:04/26/2023
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.
The claim involves Walgreens responsibility to reissue checks to beneficiaries of a deceased person. Walgreens was sending refund checks prior to decedents death, which he would cash and deposit. ****** continued to come after his death, and we attempted to notify Walgreens beginning in nov 2022 to reissue in beneficiarys name so they could be cashed and deposited. After about 3 months we finally found the right person who offered to help. But now its end of April and no checks reissued, no indication of when they might be reissued, and still getting more checks in decedents name. The amount so far is less than $500. We did return the first 3 checks, but no response from Walgreens. Walgreens is a large company and should certainly have a policy in place for how to reissue checks when someone has died. We have already provided them with death cert, three checks, the birth certificates of the beneficiaries, and information about executor of the will. They have everything they need to proceed. I have spoken with ******************* at Walgreens Danville location, and left messages for Tory at that office. Have written to the Pres at Walgreens, the ceo, cfo, and consumer relations. No checks yet. Is Walgreens just too large to care about customer service? Please help ** to get these checks reissued to the beneficiary who is acting as executor of the will so she can cash and use for remaining bills. Note I tried uploading images of checks but seems to be causing a problem.
Business Response
Date: 04/29/2023
*********************** is not the customer in the context of this issue. ****************** late ex-husband was our customer and his daughter, ************************************, is the Administrator of his estate. It is a violation of HIPAA to discuss his Walgreens account with ************************
The Administrator of the estate was left a voicemail on approximately 3/8/2023 with instructions on where to return the checks which cannot be cashed since Mr. ******* death. To date we have not received the checks by return mail. Another voicemail was left with ***************** Monday, April 10, 2023 by the Walgreens ************* staff who handle refunds and reissue of checks when permitted by policy.
Customer Answer
Date: 05/01/2023

Complaint: 19984400

I am rejecting this response because:
I returned the first 3 checks as instructed to ***** at Walgreens, po box ****, ******** ******** *****. Attn **** MS 720

i recently received a call from ************************* at Walgreens and gave her that information. She said she would check with the mailroom to see if there is a problem.
a fourth check was mailed to ************************* per her instructions, to Walgreens, **** *********************, ******** ******** *****. Attn ******** department
although Walgreens says they will deal with my daughter ********, I was the first person to reach out to Walgreens, I was the person who has provided all requested information and documents re Mr ******* death, and I am the person who gets Mr ******* mail. I am also the person who regularly picked up Mr ******* prescriptions, and the person with the most knowledge of Mr ******* dealings with Walgreens.
*****************************, my daughter, is having difficulty dealing with her fathers passing, as well as having 3 children under the age of 7, and said shes tired of having to tell people her father died. SO. Yes, I am helping to pursue this claim because ******** is tired of dealing with this, and is ok with my involvement. Just ASK her!
We have dealt with two other companies with the same request, to reissue checks, and they have complied within WEEKS. Walgreens has taken 6 months and seems to have NO procedure in place.
even mailing checks back to them seems to be beyond their capability to deal with. They cant seem to find them within their own organization.
and now its easier for them to just say they wont deal with me ; and ******** has little time or energy to continue following up with wakgreens.
bottom line, just reissue the checks. They have photocopies of all 4.

Sincerely,

***********************
Business Response
Date: 05/08/2023
Thank you for contacting our company regarding this complaint. Our Consumer ******************** has sent this case to the District Manager for handling. The following information was provided as the resolution details.

Summarize the resolution addressing these questions:
1. Date resolved: 05/08/2023
2. Who resolved: *****, AR/Medicare
3. How resolved: I have personally had multiple calls with ***************************** as well as her mother *********************** to advise that we are working with her daughter in regards to the situation. We did receive the requested information and have taken the appropriate steps to resolve the situation. I also spoke to the family as recently as 5/3 to update on the progress that had been made. The former spouse (***********************) of the deceased has been advised that we are unable to provide information to her, but the information has been provided to the daughter. She was extremely unhappy with this which most likely led to her filing this report.
4. Customer satisfaction: no
5. Compensation given: n/a

If you have any questions,please do not hesitate to contact me.

Thank you,

**************
Executive Response Specialist
*********************************************************
Fax: ************
Customer Answer
Date: 05/10/2023

Complaint: 19984400

I am rejecting this response because:
I partially accept the response, but rejected because I wanted an opportunity to add comments. Comments did not seem to be an option when accepting the response.
I agree that ***** from Walgreens provided an update last week which seems to indicate the matter is almost resolved. She indicated checks should be reissued , which might have happened already. We are waiting to see if they are received soon.
My rejection is based on my understanding of hipaa, which is meant to guarantee security and privacy of health information. There was never any need to discuss Mr ******* health; the discussions centered around refund checks and the need to reissue them. So I reject the excuse that Walgreens could not speak to me because of hipaa violations. I had POA over Mr ******* medical and financial matters until his passing, so I was fully aware of every aspect of both. As I mentioned previously, I was the one who reached out to Walgreens and provided every single piece of info needed. Any suggestion that talking to me about refund checks somehow violated hipaa laws is obviously not accurate. There was absolutely no need to ever discuss any health related issues; it was always only about the checks being reissued.
In addition, my daughter ******** actually spoke with ***** and gave her my name and number so she could call me to discuss the matter; another reason the concern over hipaa was misplaced.
******** also spoke with ******************* when we called ***** together; ***** was aware of the fact that I was there, and that we were working on this together. So again, another person at Walgreens was clearly aware that it was ok to talk to me.
So yes, Im going out of my way to make it clear there should never have been any excuse by Walgreens not to talk to me because of some imaginary hipaa violation.
With that said, I am hoping that the checks have been reissued as indicated by *****, and I trust that if any future checks are issued in **************** name, they can be quicky returned to ***** for reissuance to ******************************
thanks to all who were involved in this process.

Sincerely,

***********************

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