ComplaintsforCarepoint Healthcare LLC

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  Carepoint advertises auto refill on prescription medicines and then does not actually fill the medicines. It requires directly getting ahold customer service every month to get them to fill and ship my medicine. I have been a customer for two years and over the past 6 months, I have gone weeks without my medicine due to their negligence. They don't respond to emails. They don't acknowledge or fix the problem. They are the only specialty pharmacy that fills the drug and so there are no other options so I am stuck with unsafe, negligent business practices.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  BBB unable to locate business

  More info

  I had an Rx filled on 3/15/2023 for Zorvye Cream, and the price was $25. Item was delivered on 3/17. I attempted to place an order on 9/14 and the amount shown was $25 at checkout. I completed the order, and got confirmation as well as a deduction of $25 from my checking account. I received an email shortly after stating that I had an outstanding balance of $25. I called customer service and spoke to a representative named Meet. He stated that a coupon changed and that the system doesn't update the price until after the purchase. I asked to speak with a manager as changing the price after checkout seems like bait and switch and is not fair to the customer. He stated they manager/supervisor would tell me the same thing, and I insisted on speaking with them. He would not connect me, and gave me a number that he assured me twice was a supervisor only to find out the number goes to financial assistance for ******** and ******** patients, not commercial. I spoke with a supervisor after calling back and she attempted to do a pre-authorization which did fail. I am now without the medication needed, and feel the price should be $25 as that is what it is told at checkout and was switched after the purchase was complete. I understand that going forward it may be higher, but feel that I should be honored the price at checkout and you should fix your system.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction February 1st Amount paid $75 I called the company to get help because the link I was sent to order my prescription did not work and said I was not a patient. So I called and explained to the woman on the phone that I didnt want to place my order on the phone and wanted to place it through the link so I could physically see all of the information. She continued to ask me multiple times to place my order on the phone so I gave in and did. I was unaware that my $75 copay was for a one month supply and thought it had been for the entire three month supply that my doctor had prescribed. I did not know it was only one month until weeks later when I had went in to the doctors office to finally start my medication since I was not allowed to start the prescription on my own and was recovering from surgery I didnt open the box and when I came in for my appointment the nurse was confused that I was only sent one box and said I should have been sent all three since its a long term medication. I no longer wish to start the medication as $75/month is outrageous. I am looking to get a refund and either send the medication back or drop it off the a medication safe drop box.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I purchased a product from this company and the statement said $25.00 for a quantity of 5. However the company stated that it was only for a quantity of 1 l. I have proof from their website of this.

  Business response

  10/20/2022

  Carepoint Healthcare LLC is a national digital mail-order and specialty pharmacy that services patients throughout the country.  The referenced complaint results from confusion about the quantity displayed on our patient engagement portal.  Quantity, as defined by the pharmacy industry, is the package size, which in this case was 5 grams and not units, as interpreted by the patient.  Carepoint has contacted the patient directly to resolve the confusion.

   

  Thanks,

  Customer response

  10/21/2022

   
  Complaint: 18134580
  
  I am rejecting this response because: I was employed by a pharmacy. And quantity stood for the number of, not the measurement.
  
  Sincerely,
  
  *************************

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