ComplaintsforNuCare Pharmacy & Surgical

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NuCare Pharmacy had a delivery guy bring me my wheelchair today and the delivery guy was inappropriate towards me I do admit to calling him attractive but that's all I was on the phone with my neighbor at the time once he assembled my chair he left called me from Downstairs to say he forgot to take a photo of the wheelchair so I let him come back in my apartment to take his photo then he goes to ask me if my neighbor was still on the phone I said no she hung up he asked if I had a boyfriend I said no then asked about my accident then asked me if i needed money i laughed and said no he insisted on giving me money he gave me $22 I told him I didn't need it he said it's okay take it I told him Thanks and Then he said I could give you $50 for lil something and then grabbed his ****** then said that's a generous offer I told him no and then he said whenever you ready to call him left

  Business response

  06/04/2024

  I have spoken with the delivery technician who delivered the wheelchair, and he is adamant that he did not make a pass at the patient.  In fact, the story he provided was that she was on the phone when he was making the delivery and was told to come into the apartment cause the patient was not able to properly walk.  When he came in the patient was on the phone (like she mentioned) and continuously was making reference to the driver being very handsome and good looking.  The driver advised that he was very uncomfortable, and that even the person on the other side of the phone call (who was on speaker) was telling her to stop.  The technicians are instructed to take pictures of the delivered items to help protect against lost, damaged, stolen or missing items.  He was so uncomfortable that when he left the apartment, he forgot to take the picture of the delivered wheelchair, so yes, he did call her to go back upstairs so that he can take the picture and send to our corporate office to confirm the delivery.    That is where he states that he took the picture and proceeded to leave.  

  I have not only spoken to this particular driver, but also every driver and reviewed a code of conduct and professionalism when doing medical supply deliveries. He has been made aware that any conversation outside the description of the product being delivered should be referred back to our corporate office.  That the role is to deliver the item, retrieve a signature and picture, and to leave the residence.   With that being said the driver is on probation and has been warned that any such incident or complaint similar to this one will lead to his suspension or termination.  The technician has never once before had a complaint, and this is his first offense / complaint filed against him.  

   

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm 63 years old, handicapped, and in a motorized jazzy wheelchair. I've been trying for months to get it replaced or repaired. Servicemen have been here numerous times to avail. I think I'm getting a runaround. I can't get to my doctor because I can barely walk. This chair my legs. I am very sick!Please help

  Business response

  08/14/2022

  She has no basis for this complaint.
  
  She is verbally abusive EVERYTIME . We did a repair in June, she called us saying the chair was not working again we picked it up it seems the chair was in lock mode we fixed everything, and she rescheduled redelivery several times as she was in the hospital.
  
  I just called her first she asked me what I wanted when I stated I was calling to see what the issue was as she filed a complaint, she stated she never di when she said she did because we took forever as I was explaining the timeline without fail she started fussing. I explained to her even after all the verbal abuse we continue to service and accommodate all her rescheduling to which she hung up on me .
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm currently sick w Covid-19 and w my Heath ********* of sleep apnea, need to wear a cpap machine to sleep at night.customer service should realize when people are calling about their medical devices it's because it's needed for medical reasons; and some life threatening. People relying on these DME representatives to help facilitate getting customers their medical supplies as possible. It's been 8 weeks and still have no supplies..

  Business response

  12/07/2021

  If there was a way to file a complaint about a patient and she treats people on the phone with screaming and derogatory comments i would also give her a bad review.  The patient is not paying for supplies, and we are required to follow the direction of the insurance company who is going to be paying for the services.  Unfortunately, that is a process, and alot more complicated than just paying for services with a credit card, which would be delivered next day.  We do our best to live within the rules and regulations of the ***************** while trying to get services out to the patient as quick as possible, sometimes that takes longer than expected.  The patient always has the option to pay for it and we can refund later.  Our records indicate she was sent a mask and head gear, as the prescription from her doctor only states "needs cpap supplies."  i tried to call patient to see what else is needed and went to voicemail on all attempts.  

   

  Customer response

  12/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  This company should Not take on a contract with insurance companies if they don't want to deal with them. Company rep ****** if I give them my credit card number, I would get my supplies next day.. this is discriminatory toward ******** patients that need these medical supplies. 
  instead of trying to help me get me supplies, and letting me know what they need to fulfill my order, I was given misinformation from staff that are rude, unprofessional and lie! They blamed me, insurance *** and my doctor for their incompetence. 
  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  To whom it may concern, ************ should be out of business. They dont return emails. I gave them proof they mailed me wrong cane. They ignore the representative dont answer phone. I called many times and then it clicks off completely and I have to call back and it is busy. I speak to know one and then its past businesss hours and I have a dead phone and must charge again. Unprofessional incompetent and they staff should be fired. I have had the wrong cane for months because they dont mail me correct one. They gave me a 4 prong for someone obese 400 lb thats not foldable and very heavy. I have had the worst time. I am not healing well I am not healing. Instead gained weight and have pain in my back. They dont have any conscious, sympathy, empathy or respect at all for me. I want you to help. I was approved by my health coverage for a adjustable, foldable light weight 3 prong cane. I am embarrassed no one will date me. They assume I am crazy and crippled. This has been awful. Dogs think its a juicy bone and I have had dogs chasing me. I am afraid to go out alone. People make ugly faces. I cry too much and this could have been avoided. I am 42 years old no friends no one wants to be scene with me. Strangers laugh at me. I have no hope of recovery with the wrong cane. Its causing me more problems then good. I beg you to help. Please fine them. Someone should be held accountable for this mess they caused. The rep of Nucare argued and even canceled the order they lied and said duplicate. Not true. They mailed me wrong one and dont fix it. I dont have extra money. I bought a cvs cane for $20 but it fell apart. This is insane I have had to do without for so long. Liars at Nucare To cover there incompetence. I count I am a human being even if I am handicap I count. Thank you *********************

*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. ↩