ComplaintsforNorthern Pharmacy

• Initial Complaint

  12/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were referred to Northern Pharmacy (hereafter referred to as NP) by ***** ******* (JH) to order a new Tribute custom nighttime lymphedema garment from L&R for my wife to replace her current garment. After measurement, NP ordered an off-the-shelf garment from L&R (The Tribute WRAP) and not the custom (Tribute Nighttime) garment. At delivery, my wife noted that this garment did not resemble what she currently has and that it did not appear to fit. She was asked to take the garment home to see if it would work. It did not.m Te garment was too small and the outer cover ripped the second day. We had to pay out of pocket for a seamstress to restock the outer cover so that it could be used. After further research with the manufacturer (L&R), I was able to determine that NP had ordered the completely wrong item - an off-the-shelf arm sleeve but yet they billed our insurance for a custom garment, outer over, and glove. We spoke multiple times to Northern Pharmacy about their mistake and asked that the item be returned and to order the correct custom garment. We were told that the off-the-shelf garment is not returnable and that it could not be exchanged for the correct custom garment because the custom costs many thousands of dollars more. Both of these statements are lies. I spoke to the manufacturer L&R to their design center (###-###-#### or ***************************.com) and the off-the-shelf can be returned within 6 months under warranty. Also, the off the shelf street price is ~$220 and the custom garment cash pay cost is ~$700. NP billed out Insurance for $960 for a custom garment ands paid a captivated in network rate of $506. After many calls to NP, the only thing they were willing to do was to order a new larger off-the-shelf garment but at pickup the garment appeared to be previously used so we rejected picking it up.

  Business response

  01/09/2024

  Thank you for this email.  Please know that ****** **** has not worked here in many years.  My name is Pepper ** *****, President of NPME.  

  In response to the complaint.  I want to start by saying a custom garment was not billed to the insurance.  The information that the customer sent you is how billing is done, there is a charge and then an insurance rate that we must accept.  I am providing the note from the patient account from the licensed fitter who was working with Ms. *******.  Her name is Amy ********

  The patient came in June of 2023 where I measured her for a night garment. She had her previous tribute night garment with her which was years old, and huge on her. She was shown the tribute night (which she currently had) and the tribute wrap night for her options. We discussed the tribute wrap being a better garment for her with the added velcro for adjustability and reduction, which is what she needed. Her arm was very swollen. She liked the tribute wrap option which is what we agreed on and I placed the order for her. She came back in for her fitting. I fit her and went over how to don/doff the garment and wash/wear. The tribute wrap fit her great. I told her if there were any issues to please let me know within 2 weeks. She was also given instructions on this including warranty on the item. She was happy. 
  
  
  She called back 4 months later in October stating her arm was swollen and stated she did not appreciate me giving her an OTS garment. Her perception of an off the shelf garment is misunderstood. Her measurements fit in the measurements for that garment and I found no need to have to have that garment made in custom measurements. I asked her if she had even been wearing the tribute wrap, considering it was 4 months ago when I provided it to her and at that time the fit was perfect. She told me NO. She did not know how to get it on. So therefore instead of calling me like I instructed she went ahead and continued wearing the old garment she had which was entirely too big on her and that allowed her arm to swell again. Even larger. I asked her to bring the tribute wrap in so I could see what was going on. I tried it on her and was unable to even strap it, and that is when I figured out what was really happening. All she kept going back and forth with me about is wanting a custom made garment. I explained to her that her measurements fit fine in this garment and that it did not require custom measurements. This was NOT necessary. At that time I told her that I would contact the vendor and would be able to exchange the garment for a bigger size for her being that we were still with the warranty period. I advised her that I would not be able to exchange the outer jacket because she cut the last one and that voided the warranty on the garment. She also at that time asked me to measure her for a custom flat knit arm sleeve and glove which I did. Yes, her measurements and swelling required her a flat knit garment for containment which only comes in custom made. I measured and ordered the garment and the replacement tribute night. 
  
  
  About a week after me ordering her custom day garments from Germany she emailed me and told me to cancel the order for day time because she doesnt want it. I told her that the order was already in process but she said she didn't care to cancel it. Luckily, I was able to cancel the order but it was still made and shipped to me from Germany. The vendor allowed me to return after explaining to them as to what I had been dealing with already. **** ****** had to take a loss on this item. 
  
  
  I did attempt to reach out to her therapist Opalyn on 10/6/23 for an evaluation note explaining that the tribute wrap was not working for her and that she needed a custom made tribute night. Opalyn responded to me that she could not provide that to me as she hadn't seen the patient since 06/2023 when I fit her initially. I told her what was told to me by her therapist and explained to her that I would need a note from her Dr explaining that she needed a custom made garment and why. I was unable to bill her insurance again for another night garment and custom made. We have to have justification as to why. 
  
  After this, once we received the replacement tribute wrap in a larger size I asked if Tina (DME Ops MGR) could help with this and take over because I could not help with it anymore. Tina attempted to do the exchange with her but she had every excuse as to why she did not want the garment that she wanted her garment custom made and not off the shelf. At that point all I know is she declined the exchange as well. 
  

  Nothing was fraudulently billed and per the therapist we could not provide a custom garment.  Custom Garments are significantly more expensive and was not needed in this case.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 1/7/22, I requested my physician to sent a prescription for a medical supply to Northern Pharmacy and this happened on 1/8/22, the prescription for the item was e-faxed by the doctor's office to Northern Pharmacy. After not hearing back from the pharmacy to say the item was ready to be picked up, I called the pharmacy, DME dept and was told the fax was not received. I called the doctor's office back and requested the fax to be resent on 1/11/22. On 1/12/22 I called back to DME and spoke with a representative who advised perhpas the prescription went to pharmacy and not DME and my call was transferred to the pharmacy dept. I spoke with Beverly in pharmacy and was told she did have the fax and she would send it to DME. Later, I received a call back from my doctor's office stating the prescription was sent alreay on 1/8/22. I advised the office that Northern Pharmacy did have it now and the rep there was sending it to DME. Today 1/13/22, I called Northern Pharmacy to see if the item was ready for pick up and again advised by Latonya that they did nto have the prescription. I called back to the pharmacy dept and spoke with the same rep - Beverly. She stated she remembered our call from yesterday and she did send the fax to DME. She transferred my call back to DME. I spoke with Clementine who stated the prescription was not received yet and she tried to located Beverly but was not able to reach her. she asked me again to call my doctor's office as this is what her supervisor/trainor Linda told her to tell me. I asked if she could call the doctor's office and she stated no. I told her I had also sent an email as instructed on the answering system to [email protected] and she advised that is the wron email. I asked her how customers would know that and asked to speak with a supervisor. She stated the supervisor was in a meeting. I asked for the name of the supervisor and she said her trainor was Linda. I let her know that this had been going on for almost a week.

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2022/01/13) */ I spoke with the customer, profusely apologized and got all of the detailed information. Part of the confusion was the use of E-Script. E-Script does not come to the Medical Equipment department. Our pharmacy department received the e-script and they did forward to the DME division when they originally spoke, and for some reason it was not received that day. Pharmacy walked the RX to the DME department this morning after another call from the customer. A few other things came into play. 1. The fax machine is being looked at for missed faxes being received and 2. We have been severely short staffed due to COVID and general staffing shortages across the country. This all was explained to the customer and she definitely understood that part. I then reached out to a customer service rep at our company to make sure the order was taken care of and did this while on the phone with the customer. After the customer thanked me for my help and we hung up, as promised, I sent her an email with all of the direct contact information she would need to reach her Representative at NPME, moving forward. Her order was filled and is either waiting to be picked up or has been picked up already. Consumer Response /* (2000, 7, 2022/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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