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:07/18/2023

  Type:Customer Service 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.

  I received an outstanding bill in the mail for medications that were dispensed in August and September of 2022. I was never previously informed of an outstanding balance by email or regular mail. A letter in the mail claimed to be a subsequent notice following other attempts made by Freedom Fertility to collect my outstanding balance. This is not true as I was able to confirm the remaining balance by cross-checking my health insurance portal once I received the bill. I would have done this on first notice if I ever received one. Since receiving that communication, I've tried on multiple occasions to reach the billing department and pay my bill and avoid a dispute or collections. I can sometimes reach customer service representatives at the company who can confirm my outstanding bill amount, which I agree with owing. However, the billing department is delinquent now for several weeks. I've called the billing department directly on 4 separate occasions and left messages about the issue each time. My desired resolution would be to receive verbal and electronic confirmation of the outstanding bill amount (PDF sent by email), to pay my bill, and to receive acknowledgement of payment for my records. I'm involving the BBB to avoid collections as this is not an issue of dispute of the outstanding amount or unwillingness to pay.

  Business Response

  Date: 08/16/2023

  August 16, 2023
  
  
  
  
  Better Business Bureau Serving Eastern ******** and Southern ********
  ***************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  *******************************
  
  
  Dear Sir/*****:
  
  This is to advise you that ********************************* concern related to an outstanding balance has been resolved.  The customer was notified and advised of the outcome.
  
  Sincerely,
  
  
  
  
  ************************************************* Manager, Executive Correspondence

  Customer Answer

  Date: 08/17/2023

  [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:03/03/2023

  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 am being threatened with going to collections on improper billing by this company. Specifically, we are being invoiced for charges in an amount greater than what they claimed the cost was to the insurance company. Secondly, the company withheld payment on my credit card on a balance owed and then will not apply this to the invoice balance.

  Customer Answer

  Date: 03/14/2023

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

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  
  
  
  Better Business Bureau Serving Eastern ******** and Southern ********
  ***************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******************************************
  
  
  Dear Sir/*****:
  
  Express Scripts is reviewing this matter and will be working directly with the complainant to resolve the inquiry.  We will notify your office, of the outcome,upon completion.
  
  Sincerely,
  
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 04/11/2023

  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. 

  I never received any word from them. This is what they did to me for months. They dont say anything at all and then send me another bill.   

  Business Response

  Date: 04/26/2023

  April 26, 2023
  
  
  
  
  Better Business Bureau Serving Eastern ******** and Southern ********
  *************************************************************************************************************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******************************************
  
  
  Dear Sir/*****:
  
  This is to advise you that ******************************************** concern related to a billing issue has been resolved.  The customer was notified and advised of the outcome.
  
  
  Sincerely,
  
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:11/29/2022

  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 Monday November 21st, freedom was contacted by my fertility benefits manager to ship a trigger shot for an upcoming fertility cycle. They were advised it needed to be there by Wednesday. Wednesday came and went with no shot. Apparently authorization was obtained and then just sat on.Called on Monday the 28th with a 2nd copy of the script because they didn't have the one they'd already received. Told them it needed to be overnighted due to a scheduled procedure for Tuesday November 29th. They confirmed shipping and stated we'd receive tracking information. Called at 7pm as no tracking was received. Assured me that the shipments go out at 9pm and we'd get tracking. Never happened and of course they'd closed already. So now, no meds and a ruined cycle.

  Customer Answer

  Date: 12/09/2022

  [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:11/28/2022

  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.

  I ordered a prescription with this pharmacy on Friday November 25th and they asked when did I need the prescription by. I responded Sunday November 27th. They then informed me they would ship overnight/next day air for delivery for ******** November 26th. I called 4 times on Friday November 25th to verify it would be there when they said it would. ******** I called the pharmacy when the prescription did not arrive and the representative was not sure why so called *** on three-way. *** informed both of us that Freedom Pharmacy did not mark ******** delivery so next day air will be the next business day (Monday). Monday I received an email from *** saying that the prescription would arrive between 3:15 - 5:15pm, again no prescription. I called Freedom twice requesting a manager/supervisor reach out as this is a required prescription I take every morning to prevent a miscarriage. I need this medication to stay pregnant. They have no care for any one but their pockets. I've called MULTIPLE times requesting a manager/supervisor and no one has reached out or got on the phone.

  Business Response

  Date: 12/13/2022

  December 13, 2022
  
  
  
  
  BBB Serving Eastern *************, *****, ************ and *******
  290 *********************************************, Suite 102
  ***********, ** 01752
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant: ***************************
  
  
  Dear Sir/Madam:
  
  This is to advise you that *************************** concern related to medication order has been resolved.  The customer was notified and satisfied with the outcome.   
  
  Sincerely,
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 12/14/2022

  [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:11/27/2022

  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.

  Fraudulent charges on my HSA card. I canceled my order and had 3 different reps tell me it was canceled. After many unsatisfactory calls with CSRs I requested several times to speak with a supervisor to confirm my cancelation. I was promised a return call and email. I received charges on my debit card and they are holding $4300 from me! I NEED that money to place an order with a pharmacy that knows how to provide customer service. Charges were on 11/23 and 11/25! It is impossible to call and speak with any supervisor or manager there.

  Business Response

  Date: 01/30/2023

  January 30, 2023
  
  
  
  
  Better Business Bureau Serving Eastern ******** and Southern ********
  **********************************************************
  Attn:  Dispute Resolution Department
  
  
  Re:  *************************** / #********
  
  
  Dear Sir/Madam:
  
  I am in receipt of your letter regarding a complaint filed by **********************.  As a result of your letter, Express Scripts reviewed Ms. ********** concern and would like to take this opportunity to respond.
  
  ********************** expressed concern with charges on her *** card from Freedom Fertility.  ********************** spoke with a supervisor on November 25, 2022 and the package was recalled.  As a result, $209.80 was refund to Ms.********** *** card on November 26, 2022. 
  
  I trust this letter has been responsive to your request for information regarding this complaint.  If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at **************.
  
  
  
  Sincerely,
  
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:11/23/2022

  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.

  Called Freedom Fertility week of 11/7 to set up delivery of ivf meds. Spoke to rep and scheduled delivery for Saturday 11/12 as a signature is required. Delivery came and I did not receive my full order. I contacted Freedom again and the stated it was BCBS denying medication. When I contacted ********** they said it was Freedom as this medicine is expensive they dont send out the entire order and Freedom then stated they made an error especially not notifying me of the different order amount. They sent rest of the order. Spent over and hour each phone call on the phone. Needed a refill called Freedom again scheduled delivery for Wednesday 11/23. It was processed. I received a call at 5:56pm on 11/22 saying it was approved and my medication would be shipping on 11/22 and delivered 11/23 and I would receive a tracking number in my email by 930pm eastern. I never checked my email as I took the call as the confirmation that the medicine was coming. Went to work on 11/23 and got home and around 4:00 I realized I never saw the email. Looked through all folders nothing. Called Freedom and was on hold for an hour. They blamed BCBS again stating they needed a pre authorization and thats what held up the order. Yet I got a call saying it was approved and ready to go. Freedoms solution for their error was for me and my husband for time sensitive medication was to drive 2 hours minimum one way the night before Thanksgiving a 4 + hour round trip to pick up the medicine that was supposed to be delivered to me or wait until Friday. Neither of those so called solutions were feasible. My husband and I spent from 4:00 until almost 8 on the phone with BCBS and Freedom. There was no resolution. BCBS says Freedom is in the wrong and Freedom says its BCBS. All I know is my IVF cycle will be canceled this month due to the customer service representatives incompetence. I am being forced to use this specialty pharmacy by my insurance. Freedom doesnt have patient interests at heart.

  Business Response

  Date: 01/30/2023

  January 30, 2023
  
  
  
  
  Better Business Bureau Serving Eastern ******** and Southern ********
  **********************************************************
  Attn:  Dispute Resolution Department
  
  
  Re:  ******************************* / #********
  
  
  Dear Sir/Madam:
  
  I am in receipt of your letter regarding a complaint filed by ******************.  As a result of your letter, Express Scripts reviewed ******************** concern and would like to take this opportunity to respond.
  
  ****************** expressed concern with challenges receiving her medication from Freedom Fertility.  The order was processed on November 22, 2022; however, it rejected for plan limitations; therefore, ******************** plan sponsor approved an override on November 29, 2023.  As a result, outreach was made to ****************** to schedule delivery and the medication was delivered on November 30, 2022.  We apologize for any delays that *** have occurred. 
  
  I trust this letter has been responsive to your request for information regarding this complaint.  If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at **************.
  
  
  
  Sincerely,
  
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:11/18/2022

  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.

  MY TIME SENSITIVE IVF MEDICATIONS ARE NOT DELIVERED AS PROMISED. I PAID OUT OF POCKET. YOUR EMPLOYEES CANNOT DO THEIR JOB.

  Customer Answer

  Date: 12/02/2022

  [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:10/31/2022

  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.

  I was first contacted my freedom pharmacy on 10/17 to get my fertility meds delivered and gave them my insurance and delivery info with delivery date of 10/21. The next day I was called by a different pharmacy, then Wednesday Freedom called again and I had to give them my information AGAIN. They said they would call back with the final price and then when I paid they would ship my medicine. They didnt call until 10/21 (the day I said I needed the medicine) and when I called back I couldnt get a hold of anyone, and finally made contact the next day. By that time they couldnt get me my medicine until Monday morning by 10:30, which was after ****** appointment that I needed it for. They also said they would charge me $53.50 (the out of pocket cost) rather than the insurance price of $150 and charged me $70 (there was not $150 on the card I gave them but they tried to charge the full $150 amount). I called to *********************** at ************ Coordinator on 10/24 who said I would have the refund within 2-5 business days. Its a week later and I called again and they dont even have a note about the overpayment or refund. These people not only messed with my medicine but wont give me a refund for overcharging me!

  Customer Answer

  Date: 11/11/2022

  
  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. 

  I called back 2 more times since I filed this complaint and finally received my refund. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/16/2022

  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.

  I ordered time sensitive medicine from freedom pharmacy, the first mail was delayed and I have to go to picked up in ***** 9/14/22. Then I found they only mailed part of the medicine. They promised to mailed out the rest 9/15/22, however, they never did that. Very unsatisfactory and disappointed about the service.

  Business Response

  Date: 09/23/2022

  September 23, 2022
  
  
  
  
  Better Business Bureau Serving Eastern ******** and Southern ********
  **********************************************************
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  **********
  Complainant: *********************
  
  
  Dear Sir/Madam:
  
  This is to advise you that ************ concern related to medication order has been resolved.  The customer was notified and satisfied with the outcome.   
  
  Sincerely,
  
  
  
  **********************************
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 09/23/2022

  [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:08/30/2022

  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.

  Hello!I was to order my fertility medication through Freedom Fertility. When I did, they called to let me know it would cost more than purchasing local retail so I specifically asked to cancel the order and I did it on a Saturday when I had until Monday to cancel so I did it with plenty of time. Well- after canceling, I still got charged for the ovidrel shot and it got delivered to my home. After hounding people down at FF, I received a return label via ****** I never opened the package and sent it straight back to the company. The tracking number confirmed it got back to FF. I called numerous times to track customer care down for a status on my refund. Someone called me back sounding very helpful saying my refund would process in 5 business days but if not, to call my bank. Well- my bank does not see any pending refunds. And its been more than 5 business days. $174 may not be a lot to some people but its a lot for me when Im budgeting. Please help!!!Thank you!

  Business Response

  Date: 09/07/2022

  September 1, 2022
  
  
  
  
  BBB serving Eastern *************, *****, ************ and *******
  *************************************************************************************
  Attn:  Dispute Resolution Department
  
  
  Re:  *************************** /#********
  
  
  Dear Sir/Madam:
  
  I am in receipt of your letter regarding a complaint filed by ****************************  Express Scripts carefully reviewed the complaint along with its internal records and respectfully provides the following response.
  
  By way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsors.  Freedom Fertility, a subsidiary of Express Scripts, is a specialty pharmacy focused on the needs of fertility patients and providers.  Express Scripts provides plan sponsors with core pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. Express Scripts home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors goals of providing a cost-effective,seamless and clinically appropriate benefit for its members
  
  ************** indicates that she canceled a prescription ordered from Freedom Fertility yet the order was delivered.  As a result, ************** returned the medication and requests a refund. 
  
  On August 13, 2022, ************** called to cancel the order;however, the order was mistakenly mailed.  In an effort to resolve, a credit was issued to the credit card on file.We contacted **************, apologize for the inconvenience and confirmed that credit had been issued.
  
  I trust this letter has been responsive to your request for information regarding this complaint.  If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at **************.
  
  Sincerely,
  
  
  
  
  **********************************
  Senior Manager, Executive Correspondence