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:01/26/2025

  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.

  I ordered a life saving drug for my daughter Auv-q, and was given a delivery date January 24th 2025. When I called on 1/24 to check the status of my order, because I didn't receive any notification of shipment. I was given a tracking number and was told I should receive product on that same day on the 24th. It's the 26th and my daughter has still not received item. This is the second time this happened. I was told previously ( when I had the initial incident,) I could pick my courier and I specifically asked this pharmacy not to use **** anymore because of their unreliability in delivery. I requested notification on my account to use **** instead, and I guaranted it would be done. To now be told they see the notification but can't control the courier, the pharmacy decides to use, because they ship from 3 different facilities. This is very unfair and dangerous. I have requested a refund because my doctor was able send prescription to a local pharmacy. I was told I couldn't be refunded because the item already shipped. It's now 1/26, and I still waiting for delivery, how is this fair to the consumer/patient?

  Business Response

  Date: 02/03/2025

  Good afternoon,
  
  We've completed an investigation regarding this matter and here are the findings:
  
  Back in late August/early September of 2024, the patient contacted us to check the status of her medication shipment. At that time, the package was already out for delivery (shipped). During the conversation, the parent expressed dissatisfaction with ****, describing them as worthless. The agent (XXXXXX) informed her that it was too late to make any changes for the current order but mentioned that she could request a different carrier for future shipments through us. The request would be notated for the filling pharmacy to consider.  However, when the patient asked if she could make the request immediately, the agent clarified that changes can only be made at the time of order placement. The agent explained that adding the request now would only amount to a note on the account, whereas if it was requested during the order, it could have been attached to the actual order receipt, visible to the filling pharmacy.
  
  On January 16, 2025, the parent placed a new order with a scheduled delivery date of January 23rd, 2025, via the portal (Our Automated Ordering System). There was no indication that she had requested a different carrier. On the 24th, the parent called to check the status and was informed (xxxxxxxxxxx) it might be running late but would likely arrive later that day. She mentioned she thought she had requested not to use **** previously and expected it to be in the notes. (Unfortunately, by using the automated phone ordering system there are no alternative courier options available. (Courier preferences need to be overridden by a supervisor on a live call)
  
  The parent called again on January 27th, stating she had not received the package and requested a refund. She talked to xxxxxxxxxxxx and asked to speak with a supervisor (xxxxxxxxxxxxxxx) who reassured her that she would look into providing the refund and would call her back the same day. Later, xxxxxxxxxxxx contacted her to inform her that the order had been cancelled, and she would receive a full refund. Multiple calls occurred on this day with a final confirmation that her local pharmacy will be filling and that she will be receiving a refund.
  I want to add that during the last call with the parent, she did not appear upset. She also mentioned that if the package eventually gets delivered, she plans to refuse acceptance since she has already obtained her medication from her local pharmacy. There have been no additional calls or notes from this patient.
  
  
  Conclusion:
  
  It seems there might have been a dissatisfaction with the parents regarding the courier. Per agent xxxxxxxxxxxxxx, to ensure a carrier change, the parent needed to contact us and convey that preference at the time of scheduling the delivery with a live representative.
  The issue at hand appears to be in part, dissatisfaction with the local USPS courier and their reliability.  We take every patient seriously, knowing that we are delivering critical necessary medications to patients.  We hope this clarifies this unfortunate incident. (Audio recordings of these events can be made available upon request.)

• Initial Complaint

  Date:11/15/2024

  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.

  I am an insulin dependent diabetic. Insulin delivery is required to survive. *******, the manufacturer of the insulin delivery system I use put in my request to fill a new prescription through their pharmacy provider *************. ************* began processing the request in August of 2024, was sending updates, and suddenly stopped. Calling into their automated system told me they could no longer find the record. An attendant then stated they were waiting on approval from my doctor *** responded to their request. Almost 3 months later, to date, I have heard nothing from **** pharmacy and the actions they promised which were to call my doctor and get everything sorted out and provide a status update to me did not happen. Currently, I am almost out of lifesaving insulin delivery pods.

  Business Response

  Date: 11/21/2024

  Hello, 

  ASPN Pharmacies' patient support team has reached out to patient *********. We advised him his MDO - Nurse is working on a PA with the insurance directly. The patient's plan does not accept faxed forms, only phone calls. ASPN Pharmacies advised patient to follow up with her as well. The patient understood that we are waiting on the MDO. 

  Thank you. 

• Initial Complaint

  Date:06/21/2024

  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 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

  Date: 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

  Date:01/19/2024

  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.

  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

  Date: 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

  Date:01/03/2023

  Type:Order 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 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.

  Business Response

  Date: 01/09/2025

  Re: ******* *******
  

  Our records show that the patient requested receipt on 12/6/22, again on 12/9/22 and called in 2/2/23, have confirmation in records that receipt was sent on 2/2/23.
  
  Typically we can send a receipt for goods or services as an email without issue. I do not know why the first two requests do not show a receipt confirmation, but the "call in" request 
  shows receipt sent with confirmation. I can only assume that we (ASPN) may have had incorrect contact info on file for the first two attempts. 
  
  We are hoping to satisfy all outstanding matters and we take all patient feedback seriously.  
  
  Kind regards,

  **** **********
  VP Marketing

• Initial Complaint

  Date:12/13/2022

  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.

  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

  Business Response

  Date: 01/09/2025

  Re: ******** Kaze:
  
  Received prescription from physician which needed a Prior Authorization. Had difficulty getting a response from physician, multiple
  outreaches made to satisfy PA.  Patient was unsatisfied and requested prescription go to their local preferred pharmacy, and after multiple attempts it was 
  determined that they would be unable to fill the prescription. As an alternative, **** offered to send to a CVS pharmacy which was agreeable. ASPN tech 
  uses zip code to find nearest location and sent prescription to CVS. Once *** acquires a prescription they communicate directly with the patient with automated
  processes. **** no longer has visibility to that prescription until confirmation of delivery is returned to ****.  Patient continues to use ASPN Pharmacies 
  as a service provider for this medication. Redacted communication details below.
  

  We take every patient and prescription seriously as a critical stakeholder in patient care. 
  
  Kind regards,
  
  **** **********
  VP Marketing
  
  Transcripts:
  

  -------------------------
  

  Important - Important
  Transfer out OP5 Intro kit and pods to -
  
  ******* ****************************** *************
  ***************************************************************
  Entered by XXXXXXXXXXXXX Tech, Asembia Referral HUB  
  -----------------------

  Important - Important
  Attempted OBC to pt local pharmacy for transfer info, pcy closed, not open yet, re-try later
  ******* Rancheria ********************
  Add: **********************************
  NPI: *********
  Phone: (*************
  Fax: ************ OR ************ ?
  RPH:
  Entered by XXXXXXXXXXXXXXXX Tech, Asembia Referral HUB  
  12/7/2022
  4:59 PM Order
  -------------------------------
  Important - Important
  OBC
  TRANSFERRING
  ******* ****************************** @ (*************;
  Bad phone number, rang a few times and call ended.
  Entered by XXXXXXXXXXXXXXX Tech, Asembia  
  4:01 PM Order
  --------------------
  Important - Important
  Obc
  Transferring
  ******* ****************************** @ (*************;
  s/w Heavenly who advised that they are not contacted to order Omnipod so they won't be able to accept this rx.
  Entered by XXXXXXXXXXXXXX Tech, Asembia  
  2:08 PM Order

  ---------------------------------------
  Important - Important
  Attempted 4 OBCs to ******* ****************************** @ (*************, phone rings then "Bad Number" pops up on CXONE and call ends. Re-try later
  Entered by XXXXXXXX Tech, Asembia Referral HUB  
  11:05 AM Order

  -------------------------------
  Important - Important
  PLEASE ADVISE PATIENT THAT ******* ****************************** ADVISED THEY WILL NOT BE ABLE TO GET THIS RX FOR PT. PLEASE OBTAIN OTHER LOCAL PHARMACY PATIENT WOULD LIKE RX SENT OUT TO.
  Entered by XXXXXXXXXXXXXXX Tech, Asembia  
  3:52 PM Order
  
  Patient requested transfer to local pharmacy, initial local pharmacy 
  12/8/2022
  5:06 PM Order

  
  ---------------------------
  Important - Important
  Reached out to patient and let her know that ******************** is unable to retrieve Omnipod, she was okay with any CVS nearby:
  
  CVS
  ****************************************
  
  phone: ************
  fax: ************
  NPI: **********
  RPH:
  
  Pharmacy is temporarily closed for lunch, will try again later
  Entered by XXXXXXXXXXXXX Tech, Asembia Referral HUB  
  3:52 PM Order
  
  ----------------------
  
  Important - Important
  Transfer Pharmacy
  
  CVS Pharmacy
  ****************************************
  p ************ f ************ NPI: **********
  Tan T
  Entered by XXXXXXXXXXX Tech, Asembia Referral HUB  
  4:54 PM Order

• Initial Complaint

  Date:10/26/2022

  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.

  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

  Date:07/09/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 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.