ComplaintsforKohll's Pharmacy

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date(s) of the Transactions? -- First --2020, Second-- January 24, 2022 Amount of money you paid the business?-- They were paid through my insurance for two suction shower bars. What the business committed to providing to you?--Workable and durable medical equipment. What the nature of the dispute is?--The nature of this dispute comes from dating back in Spring 2020, I purchased through my health insurance company two shower bars to assist in stabilization while I was showering. The two shower bars purchased had suction allowing the bars to be placed within the bathtub areas without the need for drilling or screwing. These items were defective and would fall off the wall and were dangerous as they would fall even if they were not being used. I stopped using the shower bars and uninstalled them. When I contacted my insurance company to be provided new shower bars that were functional they stated, " We cannot authorize new shower bars without showing cause for new ones". From that point, I contacted Kohll's Rx and told them about their defective items. They told me I would have to have a new prescription given and the doctor would have to show cause for the insurance to cover the new shower bars. I informed them their items were defective and would need to be looked at or taken off the shelves for consumer safety. They insured me they would be yet it wasn't done. My doctor did provide a new script as requested and showed cause for new shower bars. I received on January 24, 2022, a voicemail from their medical equipment department. This voicemail was harassing and had a threatening tone. They stated they would not process the request after they already agreed to process and issue new shower bars. When I called back in and asked why they would leave a threatening and harassing message the representative hung up in my face and would not answer the phone again. Has the business tried to resolve the problem?-- NO, the business has not.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/01/27) */ Customer purchased 2 suction grab bars in November of 2020. Manufacturer was *****. They warranty all items for workmanship and defects with no time limit. However, they do not warranty the suction cups on their grab bars, nor do they cover problems arising from normal wear and tear of the product. They State that the surface area must be clean and the suction cup must be clean to insure a good grip. The suction cup must be kept dry when not in use. As the customer has had the product for 14 months, it is difficult to tell if he followed all the requirements for the cup and how clean his shower walls have been. We did try to work with the customer to get the grab bars replaced. **************************** they are very strict on documentation of any request for medical equipment. Customer became upset when he was told he needed to contact his Doctor to get the required statements of need. We did leave messages to see how getting the information was coming. None were harassing or threatening in any way. I would really like to hear those messages and am hoping he has saved them. We never told him we wouldn't handle his business and we never hung up on him. We had to leave him voice mails because he never would answer his phone. Upon looking at his account, our salespeople tell me he has switched carriers ****************. This makes it easier to get him the grab bars. We no longer have to jump through all the hoops to get them replaced. A new carrier will just need the information from his doctor and they will authorize them. We have tried to correct the patient's problem but we don't feel he understands what he needs to do and the process he has to go through to get them replaced ***********. I would suggest talking to his doctor about getting an advocate who could walk him through the process.

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