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:01/31/2025

  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 3/11/2024 I contacted Freedom Fertiltiy for a medication sent in by my provider. My insurance does not cover fertility, so I was working with Freedom to find out the price Id paid in full with cash. The amount of $460.61 was what I was told and what my credit card was billed for that day. 5 months later I received a bill stating that I owe $390.91 more on the prescription which would total $850.80 This was not the amount I was told or agreed too. If this was the correct total amount, why would they have not billed my credit card for it in full the day I called and paid for the medication. Now they have sent the debt to a collection agency. I feel this is very unethical to send a balance for a medication when the cash price agreed upon was a taken care of by credit card before the medication was even sent.

  Customer Answer

  Date: 02/10/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/24/2025

  February 24, 2025
  
  
  
  Better Business Bureau
  5 Mt. *********, Suite 100
  *********************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** *******
  
  
  Dear ********************** is to advise you that Izaac Delgados concern has been addressed.  We made multiple attempts to reach Mr. ******** however, have not been able to discuss this matter with him.  Should ********** return our call, we will be happy to discuss his concerns.  At this time, the matter is considered closed. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Good afternoon,

  I have not gotten any attempt for them to reach me to solve the matter. I received one text message stating the amount due which was why I reached out to the BBB. The amount that was not agreed on, I paid in full over the phone with what the employee stated was my total. They charged my card and I got my medication. I was getting a discount for being a cash payer. As stated above, they had my card, charged it, sent medication. No insurance was involved so there should have been no balance. If the medication was not paid in full, I dont think they should have sent it. I appreciate the help. 
  Regards,

  Izaac

   

   

• Initial Complaint

  Date:12/02/2024

  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.

  The company could not figure how to bill two separate insurance companies for fertility, time sensitive medications. Eventually, they figured how to work with my insurance companies and sent out an order. They asked if I wanted to receive the package at my home address or a ***** drop off. I chose the ***** drop off as it would be more secure. Well, they used *** shipping and ***** could not accept it. I was billed for 3 separate orders for a **** of ******. I did not receive any medication and ended up having to cancel my fertiltiy cycle after hours spent on the phone.

  Business Response

  Date: 12/12/2024

   

  December 12, 2024
  
  
  Better Business Bureau Serving *********************, *****, ************ and *******
  *************************************************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** ***********
  
  
  Dear ********************** is to advise you that **** ************ concern related to securing her medications has been resolved. 
  
  We received multiple new prescriptions from Ms. ************ provider on November 5, 2024.  Ms. *********** currently has two active Express Scripts prescription insurance plans; however, Freedom Fertility Pharmacy is only in network for one of her plans.  Upon processing her order there were multiple claim rejections including a medication not being covered, and other medications requiring Prior Authorization (PA) for coverage via the plan Freedom was in network with.
  
  The order was shipped via *** on November 27, 2024 but the package was refused upon delivery because it was shipped to a Fed Ex drop off location that will not accept *** shipments.  We offered to reship the medications at no cost, but Ms. *********** refused.  A credit was completed on December 3, 2024 in the amount of $839.86 that applied to the balance.
  
  We made multiple attempts to reach Ms. ************ however, have not been able to discuss this matter with her.
  
  At this time, this matter is considered resolved.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager,Executive Correspondence
  

  
  

• Initial Complaint

  Date:11/18/2024

  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.

  Freedom Fertility pharmacy just charged me $334 and they were only suppose to charge me $163! I never authorize $334, I only authorized $163. I need a refund ASAP!

  Business Response

  Date: 11/25/2024

  
  November 25, 2024
  
  
  
  
  BBB serving *********************, *****, ************, and *******
  *************************************************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant: ***** ********
  
  
  Dear ********************* is to advise you that ***** Calderons concern related to a billing adjustment has been resolved. 

  On November 18, 2024, an order from Freedom Fertility Pharmacy was shipped and $334.00 was charged to the payment method on file.  A credit in the amount of $171.00 was applied the same day because the total cost of the order was only $163.00.  An additional credit of $163.00 was applied on November 19, 2024, as a courtesy credit for the inconvenience of the overcharge resulting in a $0.00 balance. 

  Mrs. ******** was notified and advised of the outcome; this matter is considered resolved.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:11/05/2024

  Type:Delivery 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.

  It's imperative that Express Scripts ships my Fertility medications TODAY. My fertility doctor sent 8 medications on 10/29/2024 and Express Scripts or Freedom fertility has not shipped it out. I have called Express Scripts every day and they keep transferring to me Accredo and Accredo transfer me to Freedom fertility and nobody has been able to assist me. Why are my fertility medications being held? Why haven't they shipped? I need these medications shipped today.

  Business Response

  Date: 11/15/2024

  
  
  
  
  
  November 15, 2024
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******;63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:   ********
  Complainant:  ***** ********
  
  
  Dear ********************* is to advise you that ***** ********* concern related to challenges securing her medications has been resolved. 

  **** ********* provider sent prescriptions to Express Scripts on October 29, 2024.  (The standard processing time for a new prescription is 5-8 business days.)  The majority of these prescriptions were for specialty medications to be filled by Freedom Fertility Pharmacy and were in the process of being transferred. However, on November 5, 2024, **** ********* provider sent prescriptions directly to Freedom Fertility Pharmacy who has been in contact with **** *************** The medications have been scheduled to be shipped on November 18, 2024.  In the future, the provider should continue to send prescriptions for the medications being filled by Freedom Fertility Pharmacy directly to them.

  We spoke with **** ******** who appreciated the actions taken and this matter is considered resolved.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  

  
  

• Initial Complaint

  Date:09/23/2024

  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 am not liable or responsible for the error Freedom Fertility Pharmacy made by mistakenly overcharged my *************** credit card causing it to go over its credit limit and possible affecting my credit score.

  Business Response

  Date: 10/14/2024

  October 14, 2024
  
  
  
  Better Business Bureau
  5 Mt. *********, Suite 100
  *********************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** Duran ********
  
  
  Dear ********************** is to advise you that ****** ***** Severinos concern related to overcharging his credit card has been resolved.  A refund in the amount of $2,851.75 was applied to the customers credit card.   
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:04/29/2024

  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.

  On 3/29/24, Freedom pharmacy called me and said that my items would cost $90. I called back and said that no, the items should be $0 because they are supplies that were not included with a previous order. They agreed and double-checked with the pharmacist that the cost should indeed be $0. They confirmed my shipping address and said they would mail via ***** and send me the tracking info.Later that day they called a 3rd time and said that the cost would be $90. I refused and said you have it on a recorded call that it is $0. And they already confirmed it with the pharmacist that it is $0. They denied this and said the cost is now $90. They refused to listen to the recorded call that said $0. Why record the calls if youre not going to listen to them? Scammers.Avoid this pharmacy at all costs. They are scammers and do not stay true to their word. They are liars and cheats. ******************** is the liar. I thought pharmacists were supposed to act with a code of conduct. Not the ones Freedom. I am reporting them to the state board of pharmacy as well. Avoid at all costs.

  Business Response

  Date: 05/28/2024

  May 28, 2024
  
  
  
  
  Better Business Bureau Serving *********************, *****,************ and *******
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  *************************
  
  
  Dear Sir/Madam:
  
  This is to advise you that ******************* concern related to a copayment discrepancy has been resolved. The customer was notified and advised of the outcome.
  
  Sincerely,
  
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:03/11/2024

  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.

  A urgent medication refill was requested today March 11 at 1158am. Was told by representative that I have 3 refills on file, request was submitted and insurance would be billed, and that medications would be delivered next day. Same day at 539 pm I receive a phone call from Freedom pharmacy stating I need insurance information updated. New information given, told id be contacted with any issues, confirmed meds would be shipped out next day. At 715pm receive another phone cal, stating my insurance has been run, my copay is 10$, asked for a card number to charge the copay to, which information was relayed, confirmed next day delivery with representative. At 743 receive another phone call stating my insurance information needs to be updated. At this time I review prior two telephone calls with representative, stating this information has already been given, and that I was called post insurance being run and given a copay, for which I gave a credit card number to be charged. Representative at this time stated that he refreshed the system and that the information is correct and that the copay is 10$ and that my order is all set. Confirmed next day shipment. At 807pm have a missed phone call and voicemail from Freedom Pharmaxy representative stating my insurance is not in network with pharmacy, asking for a return call. I return phone call, stated they dont have a call log of someone contacting me with a copay. Transferred to supervisor. Supervisor ***** kept me in the phone for 45 minutes, stating the names of the representatives that incorrectly updated my order status, frequently stating he would need to complete an internal investigation to find where the mishap happened. No apologies for this miscommunication. No reslization that the customer is being contacted numerous times throughout an entire work day, and being given incorrect information about an URGENT order. Customer is not number one concern. Very negligent company/inconsiderate customer experience.

  Business Response

  Date: 04/01/2024

  April 1, 2024
  
  
  Better Business Bureau Serving ******* *************, *****,************ and *******
  ***************************************************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID #********
  
  *************************
  
  Dear Sir/Madam:
  
  This is to advise you that ****************** concern related to service issues has been addressed.  The customer was notified to advise of the outcome.
  
  Sincerely,
  
  
  **********************************
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/19/2024

  Type:Delivery 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 1/16 I placed an order for time sensitive medication with Freedom Fertility Pharmacy to be delivered next day and gave them all my payment information. On 1/17 it became clear that the package did not ship and that I would need to find the medication locally. They were able to find a pharmacy 45 minutes from me however, I was able to find one closer by calling my doctor and explaining the situation. Freedom Pharmacy said they would reimburse me the difference in cost since it was much more expensive locally as long as I sent in the receipts. I have sent in the receipts and they have agreed to reimburse me the $826.44, which I have in writing. I have since been trying to get ahold of them to find out what the reimbursement process is, how long it takes, how I can expect to be refunded and they have stopped responding to me.

• Initial Complaint

  Date:12/19/2023

  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 last 3 months I've delt with this company to get fertility medications. WHICH ARE TIME SENSITIVE!and each time I've had to pay out of pocket because ***** can get the information processed in enough time to see if my insurance would help pay. Also, my first order through your company has no way of being tracked down?! I got my vile and syringe, I paid for it and there's no record of it. Not ok. So 2nd month comes I try to see if they can process through insurance. Never get a call bac, it's over a weekend so then I need my medication come Tuesday so I'm forced to pay out of pocket, if I want to pursue treatment. So I did. 3rd month, someone tells me o you need to be enrolled in fertility solutions through your insurance. WHY did noone say that from day 1!!??? So I wasted my time getting registered only for the nurse I was speaking to tell me it won't be covered as I'm using my gynecologist vs a fertility specialty clinic. Ok great thanks for wasting my time. So then I wait for a phone call back from fertility pharmacy and didn't recieve a call. Here it is Tuesday and I need my medication TOMORROW ! so what happens...i call, they say they're waiting for prior authorization. I said I know my dr sent it day 1 when she submitted request for the medication. She said o ok. We will look into it and call you back. I said no! I need this tomorrow morning. And I won't have it till tmr afternoon maybe. Come the f on. As a FERTILITY PHARMACY. Your customer service screams money hungry and don't care about the person. Sin e I need my medication tomorrow of course I said let's just do out of pocket. Ok I can change your order to that. No apology, no remorse, nothing just ok. Thanks for NO HELP! i'll be taking business else where and definitely recommend noone come to your pharmacy.

  Customer Answer

  Date: 12/29/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/02/2024

  January 2, 2024
  
  
  Better Business Bureau Serving Eastern *************, *****,************ and *******
  ***************************************************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID #********
  
  *****************************
  
  Dear Sir/Madam:
  
  This is to advise you that Ms. *********** concern related to their service issues has been addressed.  The customer was contacted on 12/19/2023 and the order was delivered the following day.
  
  Sincerely,
  
  
  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:09/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 used Freedom pharmacy last year in October because my insurance Cigna only uses them. I've used them for two rounds and both times even with advance notice of the date to start medicines, they've arrived late and I had to use a local pharmacy. Because I used a local pharmacy some of the money was reimbursed. Now, I have a bill due with a final notice for the amount of $2278.53 I needed clarification that this does not include the amounts that were reimbursed. Since I first received the bill I have tried to contact the billing and reimbursement specialist listed on my bill and left messages but have not received a response for over 6 months. I also called to ask that I would also like to pay using my HSA card so I am looking for directions on how to pay by card. There was no option and when I called customer service they weren't able to connect me to a supervisor or really help me out. They gave me an email for billing which bounced! So I am at risk of this bill going to collections and overpaying without clarity.