Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Roche is the parent company of Accu-Chek which produces diabetes glucose monitors and test strips. On the Accu-Chek website, they advertise a prescription discount program to buy Accu-Chek Guide Test Strips at a substantially reduced rate off retail and off insurance rates. I signed up for the discount and the site immediately downloaded a coupon for me to take to the pharmacy with the numbers needed to receive the discount. (You can still download this coupon on their site.) The numbers on the coupon are rejected every time they are entered. This started back in June 2024 with ************. The pharmacy has worked with the helplines and their technology team and couldn't resolve the issue. I tried another pharmacy and they had the same problem with the coupon rejecting. I have talked to the Accu-Chek helpline over 20 times over the past 2.5 months and the case goes nowhere. They never have an update from their technology team and nothing gets resolved. I am a young diabetic and use 10 of these test strips/day and they are expensive. The coupon would cut my cost almost in half and save me hundreds of dollars/yr. I feel like this is a total scam at this point and they have no intention of making the coupon actually work. Can you help me get someone's attention and get this resolved? It really should be a quick fix of whatever is rejecting behind the scenes, but it has been months and I'm still left hanging. My case number with Accu-Chek is #*******. The helpline number I call is **************. From what I have been able to gather is that the pharmacy enters the correct numbers off the coupon, but behind the scenes the Accu-Check system assigns an inactive program number that causes the coupon to reject. Please help me get this coupon issue fixed.

  Customer response

  10/15/2024

  Hello,

  Thank you for the update.

  FYI...Accu-chek/Roche has not contacted me concerning this complaint and the issue with their advertised prescription discount program for the Accu-Chek Guide Test Strips has still not been resolved. Their customer service reps initially worked with me and tried to get the coupon to work and sent multiple and escalated requests to their technology team to look at it and fix it, but the tech team has not corrected the issue or provided a response back to me or the CSRs with an update. This has been going on for months and is so wrong. I have to pay hundreds of dollars more for test strips than if the discount program actually worked as advertised.

  Nicole

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  What a useless company. 2 phone calls (58 mins and 75mins) NO ANSWER. I am forced by my health insurance to use their product but in the instructions it tells you you need a control solution, BUT I CANNOT GET IT. I've sent them emails NO ANSWER!!!!!!! PHONE CALLS, NO ANSWER. WHAT TYPE OF COMPANY IS THIS? How can they get away with this total lack of any customer care. I see that have one star!!!!!!!!!!!!!! and very few complaints probably because they just ignore them. If they get any federal money I would imagine they are held to some sort of standard, welL they are NOT PROVIDING ANY STANDARD I WOULD RECOGNIZE.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Called Accu Chek (with Roche) on Wednesday May 24th when my Guide Link meter stopped working. It is linked up with my medtronic insulin pump. Representative was very nice and processed the order to replace my broken meter and provide a return box. Two days later and still no meter. Called again and said there was an issue with orders and their warehouse (even though it was marked urgent). Said they would process the order again and made arrangements for a temporary meter (Guide Me) with my local pharmacy. No meter was ever shipped. Representative called me back on Friday and said both orders were placed and processed and would receive two meters and keep the extra for backup. As of June 1st, still have not received the meters and when they look up the orders, it still says processing and has not shipped yet, even though both were marked URGENT! Called again and all I get is they are sorry for inconvenience. Even told by them that they have no way of contacting their warehouse to see what the issue is. My chats have been ended by the them and calls dropped by Roche (Accu Chek) representatives.

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The Company Roche sent me an invoice for items that I never purchased. The company sent me an invoice with items ordered on 1/28/2022 that were shipped to the old business location. I don't order any supplies from this company. There were no shipment received from them.I contacted the person on the invoice by phone but there was no answer. I tried different times and days but no answer. I left VM. I sent her email with copy of the invoice (2/9/22). She replied stating that it was probably put under your account by mistake and would take a look into it. This was over 2 months ago. I continued receiving the same invoice in the mail. So I emailed her again (3/16/22). She replied "That invoice is the one you previously reported. It is with our dispute team and once they finish it will no longer be on your account". Now just this week, yet I receive the same invoice. You need to take care of this ASAP. It is ridiculous to say that it was probably a mistake/error (which take few minutes to commit) and then take over 2 months and yet can correct your own mistake/error.

*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. ↩