ComplaintsforASPN Pharmacies, LLC

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a refill for my daughters ****-q in May. I was told it would be delivered in June. The date I was given came and went. I called and waited on hold for 20 min before a guy came on and said he would escalate things and that I would not be charged for the medication that was not delivered. We got cut off and I never heard back. I emailed asking for a refund and never heard back.

  Business response

  07/08/2024

  Good afternoon,

  Apologies for the delay in providing a response in this forum. Upon receiving notice of this complaint ASPN Pharmacies immediately reviewed the surrounding relevant circumstances, and determined a refund was necessary for the individual. **** contacted the individual to apologize for their experience, and to inform them that **** had processed a refund for them on June 27, 2024.

  Thank you,

  *************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2023, ASPN Pharmacies filled two prescriptions for AUVI-Q epinephrine injectors for my two sons. Upon delivery, the medication was overheated, far outside the temperature guidelines for this medication. I contacted ASPN multiple times and they sent replacements. Each replacement had the same issue. After the fourth round of shipping new medication, I asked for a refund instead of a replacement. This is life-saving medication that needs to be handled properly to work. The representative with whom I spoke said a manager would call me about a refund. No one ever called. I called again and was told that the request for a refund was denied. Sending replacement medication is not acceptable when ASPN has proven four times that they cannot handle the required temperature parameters.

  Business response

  01/31/2024

  Hello,

  I am very sorry to hear about your experience. Unfortunately, due to our program's policies, we are unable to provide refunds for the Auvi-Q epinephrine autoinjectors at this time. However, we are more than happy to provide additional cartons to replace the affected product. In order to better ensure the product stay within the acceptable temperature range, we could ship it to a *** Pick Up location where the shipment would not be left exposed to the ****************.

  Please feel free to reach out to our team at ************, and we will be happy to assist you.

  Regards,

  *********************

  Clinical Director

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I have contacted ASPN four times for a detailed receipt for insurance reimbursement. Twice, the company has assured me they would send the receipt, but have failed to do so after several weeks.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In August 2022 Omni pod sent a prescription to this company for a diabetic appliance for myself. To this date I have still not received it. According to one of their service representatives they called my doctor three times a week for 3 1/2 months and said no calls were ever returned. This is not true in fact when I asked the assistant to please contact my doctor while I was on the line she said she tried to call and no one answered while I also tried to call and did receive an answer Shes then said oh it must be because youre on Pacific time and we are on eastern time so those calls probably went through to no one so in fact the things that they had been stating that they had been calling and leaving messages and request was entirely untrue Ive asked for my prescription to be transferred to a pharmacy in my area they said that theyd be happy to do so Ive then received a message that said my prescription had been transferred and I had to find out where it was myself. Four days later finally figuring it out its in a neighboring town but in any case wouldnt have really been that hard for them to just send the email with the location of the pharmacy they sent it to but they refuse to do that as well Its a good thing I only have diabetes and need the insulin to stay alive or I might be in serious trouble

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was prescribed Auvi-q for my one year old son on 9/22/22. I was told that the prescription would be mailed to me by 9/30. 9/30 came and went and the prescription never arrived. I was contacted by an employee of Aspn pharmacy that there was a glitch in their system and that order was never processed. The employee then resubmitted the order and I was told the prescription would be delivered by 10/14. 10/14 came and went and I never received an order. I called on 10/24 to inquire where the prescription was and I was told that there was an error with the processing. I expressed my concern that this was now the 2nd time this glitch/error happened. The employee said they would reach out to escalations and the order was approved to be delivered by 10/28. On 10/26 I received a text message to confirm my order and it indicated it would be here by 11/9. I immediately called and spoke to another employee of ****** and they said they would look into it. This employee said that the prior employee made an error and the prescription could not be sent on 10/28 but it could be sent by 11/2. This prescription is a life saving measure for a 1 year old child and this is now the 3rd time I was told there was an error/glitch. Ive been waiting for over a month and I find it highly unacceptable that there has been no resolution or accountability by Auvi-q. They can not provide answers as to why this prescription has not been fulfilled.

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  on 7/6 I got a call from ASPN Pharmacies to schedule and pay for an Auvi-Q prescription for my son. I paid the $150 for the prescription and the rep told me it would be here on or before 7/13. Today 7/9 i got a call from ASPN pharmacies asking me to schedule my delivery. I let them know i already had and it was set for the 13th. The rep let me know that there was a glitch in their system and the order was stuck in delivery. She told me the next available was 7/15 for delivery. I let her know I would be out of town starting the morning of 7/15. She said she would reach out to a supervisor for approval on getting the Auvi Q shipped faster. I was hung up on by accident. I called back and the rep saw in the notes that they did not approve shipping the Auvi Q quicker. She transferred me to a supervisor. The sup told me no expedited shipping and I could get an epi pen at a local pharmacy for my trip. I let her know my insurance only covered 1 a month and I had hit that this month so then it was $600 out of pocket. She then offered to ship it to my out of town location however it wouldn't get there until the 23...the day i leave. She admitted it was their fault. She told me i would need to go a few days without the epi pen and i could get it delivered after our trip. I told her to refund me and that i had nothing to say as i thought it was disgusting I was being denied having life saving medication for my son due to an error not made by me and that there was nothing they were willing to do to rectify this. I work retail. I know there are always options. The idea that the company would not approve expideted shipping after their mistake is disgusting AND when I called my card company to see about the refund status as I'm going to need to buy an epi pen out of pocket so i need the money they said there is no pending refund.

• Initial Complaint

  11/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My doctor sent in a very critical prescription to ASPN Pharmacy. What a disaster. I paid a copay of $450 and they never sent the medicine as promised. I have a total of 13 emails and they are ignoring me. I want everything in writing because of all the complaints on line with ASPN. Same story with so many sick patients who never get their ** and pay. I requested transfer of the ** to my regular pharmacy and a credit on my **** since they never processed my prescription. None of the above. If you call, you can't even get in touch with the so called pharmacist. What? I contacted my bank and they are doing an investigation. I really respect BBB in NJ and they need to be aware of how unethical these people are in not helping sick and suffering patients. I asked for the ** to be sent to my fax...nothing. This is medically unethical to refuse help and take patients' money. The ************** needs to look into this as well as BBB. They have a good rating and I'm not sure why. No moral compass. I don't have the medicine and have no way of getting it until my dr returns because ASPN refuses to send the ** to my local pharmacy or me. They still have my $450.00 for 24 tablets. That's just my copay. The Atty ******* needs to investigate these people

*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. ↩