ComplaintsforDiscount Drug Mart

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25, 2023, I reached out to Discount Drug Mart and dropped off some papers for Durable Medical Equipment and Medical Supplies. The order was for a hospital bed, bath/shower chair, toilet rails and folding walker. I received a call that my prescription for the walker was ready and picked that up on 09/20/23. Then on 10/17/2023 ***** from **** **** **** at drug mart told me that my insurance company denied the hospital bed. I took ***** word for it and didn't think to question her. However, I never did receive a denial letter from my insurance company. So, I decided to reach out first week of November and my insurance company said they never received or deny any order. My insurance company (******) put me on hold and called the company and was told they never put the order through because they felt it was not going to be approved. The company took it upon themselves to not submit my claim. I was upset and after talking to my insurance company I reached out to drug mart and ask to speak to the manager of home care to file a complaint against *****. Drug Mart customer service gave me the headquarters phone number, which is located in ******* **. I spoke with ***** and a **** regarding this situation. There number is ************ option *. Spoke to them on 11/6/23 at 11:35am. Ever since then ***** refuse to call me back or reach out to my doctor office. My doctor office had reached out to me and ask me if I could get in touch with them. I have called ***** and text her numerous times and no response. This has been on going situation. The fact that ***** lied and never submitted the claim is unbelievable. Her job is to submit the claims and nothing else. I wonder how many times she has gotten away with this type of behavior which is unacceptable. I am having a hip replacement on November 27, 2023, and nothing has happened. I need the headquarters to force this to happen. Thank You

  Business response

  11/20/2023

  The patient is confusing “submitting the claim” with “submitting for a prior authorization in order to even provide the bed.”

  We can’t submit a claim until the product is actually delivered.  Before this we need to obtain a prescription (which we had), a Certificate of Medical Necessity (CMN) which we DID have but which did NOT qualify the patient for the bed, as well as doctor notes that qualify the patient (this we did NOT have either).

  Once we have those, we then submit these to the insurance to receive an authorization (PA).  Once we have a PA we can deliver the bed.  As of right now, the patient does NOT have a medical condition that qualifies them for a bed.

  Please let me know if you have any questions or if you need any additional information.

  Customer response

  11/21/2023

   I am rejecting this response because: The Supervisor *** have not sent anything to the insurance company. My doctor did submit the documentation, but *** never did submit the documentation through. *** called me on 11/10/23 and told me she submitted to my insurance company. *** did not submit anything to my insurance company as of 11/20/23. *** is an unprofessional liar, and I will never work with this company again. This not the first time my doctor submitted a request for a hospital bed he knows exactly what to say and do. This company plays with people lives. 
  
  
  

  Business response

  11/28/2023

  We stand by our initial reply.  Please let me me know if you have any questions or if you need any additional information.

  Customer response

  11/30/2023

  I have decided to ignore this company but please keep my report on file. This company obviously don't know what to do. This company supposed to had submitted the paperwork for authorization ***** and *** are the only two confused not me. They wasted my time and false advertising. My doctor gave the order and notes their job was to only submit the paperwork in and not try to determine anything. I have already reached out to someone further in this matter. I thank you for your efforts. I am done with this unprofessional company. I have went with another company and I do have the hospital bed as of 11/21/23

   

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Discount Drug Mart on ****** ** in ********* *****, ****. My Dr called in an Rx for ********** on Monday 8/21-28 days from last refill which I have done many times in the past and my Dr is fully aware of this. This allows for a few extra when I have flare ups of ********** ***********-a very painful joint condition and spinal stenosis. I weaned myself off ********* (40mg/d) several years ago because of the side effects. ********** works much better with 0 side effects other than being drowsy once in a while. From my perspective it has been a miracle drug for me. Go on any AS forum and you hear the same thing. I received a call from the pharmacist (****) at 8:37 last night who talked to me like I was a 12 yr old (I’m 63) saying I have had too many since June. So now he wants to hold the rx for another 4 days effectively cutting me off even over 30 days. I could barely get a word in and he talked over me constantly. He also flat out lied to me or he needs some education. His excuse was it is a controlled drug in ****. It is not per the **** Board of Pharmacy. He must really think people are idiots who don’t know anything about ******. If it was controlled there would be a C at the beginning of the rx #. This is the 2nd time he has pulled this **** on me so I’m sure I’m not the only one he tries to play Dr with. I’ve watched him in the store with other customers. He’s rude and talks down to people and as I said, like they are 12 yr olds. I have never once spent the time to complain to, or about any company or person -ever. But the way he talked to me and what he is pulling again just pushed me over my limit. I am doing nothing illegal or unusual by refilling at 28-29 days but he sure insinuated that I was. Based on what I have read from independent reviews I don’t expect any resolution from DDM. I’m requesting that the phone call recording on 8/21/23 at 8:37 PM be saved. This isn’t just about getting the Rx anymore.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I would like to resolve this issue by having the co-pay accepted as payment with accumulated fees also removed with no further contact or calls regarding this account. On 7/25/22 @ 4:15PM Mr. **** granted his mother ,Ms. ******** permission to speak with a Drugmart -******** representative identified as ***** to : 1. Verify my DME order written by Dr. ****** was still active 2. Request a new CPAP mask kit quoted on the call as $ 50 .00 3. Verify current insurance on file During this conversation, ***** originally stated the current order had expired but then commented there was another order on file due to expire on 11/2022. Ms. ******** indicated the current coverage was no longer active and provided the current plan information .After the information was provided to *****, it was communicated to Ms. ******** after verifying that Mr. ****'s co-pay would be 20%. The order was placed as (1) CPAP mask which was verified by ***** as $50,. Ms'******** stated no other supplies were needed . ***** placed the order stating it would take approximately 2 days to process , stating at which time the co-pay would be determined . On 7/27/2022 , Ms'******** spoke with a Representative identifying herself as ****** @ 12:22PM who verified the co-pay would be $13.37. Ms' ******** indicated she would inform Mr.**** of the co-pay amount and called back with the payment. On 8/3/2022 @ 12:21PM , Ms' ******** spoke with a Drugmart -******** Rep. ***** . Ms' ******** stated she wanted to place the order and pay the co-pay amount . ***** verified the amount as $13.37 at which time the order was placed and was processed to account on 8/11/2022. A letter was sent to Discount Drugmart -******** Home Health for resolution on 11/30/22 and was returned as unable to forward.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My two year old was prescribed a nebulizer and compressor by ********* ********* ********** on 9/29/2022. The RX was sent via electronic transmission at 10:28 am EST. ******* called me from Discount Drug Mart in ************* at 10:46 am EST stating that she needed my son's physical insurance card to process his RX for the breathing machine. I told her my mother would bring it over immediately. When my mother arrived at the drive thru she provided the insurance card. ******* gave my mother her business card and said to call with any questions. My mother asked when it would be ready and she was told Friday morning at the latest. Before I got off of work at 4pm ESTI called the pharmacy at 3:28 pm EST to check the status on his RX because he needed the machine for a breathing treatment. The rep that answered the phone was a male (not *****). I can’t recall the rep’s name, however I am sure the store has a record or video to see who was in the pharmacy at that exact time. When he answered I asked for the status and he put me on hold then came back and said it was out of stock and that it would be 2-3 days. I asked him to check other locations (because I was willing to drive anywhere to get it). He put me on hold again, then came and said that it’s not out of stock but it will take 2-3 days to process it through my insurance. I asked why and he said he doesn’t usually handle “this stuff” so he doesn’t know and referred me to a home health rep. This call lasted 6 minutes. I hung up, headed to my car, then to pick up my other child from school, and headed to the pharmacy hoping it would be resolved and ready for pick up by the time I arrived. While driving I tried to gather myself as I grew more and more frustrated with all of the ignorance the staff possessed and mis-information that they had given us from the start. I contacted my insurance company (**********) immediately at 3:35pm EST the call lasted twenty-two (22) minutes. (See attachment for complete details)

  Customer response

  11/11/2022

  Attached is the label/price sticker used at checkout when I picked up my RX and a screenshot of the purchase made with my debit card. The address to the pharmacy is **** ******** ****** ****************** *****

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One employee at your ********* **** location has literally flipped out on so many ppl.. yet she keeps her job . Our whole family and friends ( an entire town) have completely stopped shopping at drug mart because of 1 employee.. ************** at the ********* location is allowed to physically get in ppls face, threaten ppl ,treat customers like complete ****, and keep her job .. the first step is emailing you .. she has harrassed one family completely not mine on the job in drug mart and off the job with her husband .. next step is protesting outside this location.. if she continues to keep her job and belittle customers you wont have any left contact me at **********

  Business response

  09/08/2022

  Thank you for bringing this matter to our attention.

  We (our Human Resource Director) has spoken with the employee in question.  We value our customers (and the feedback provided here) and have taken action to ensure that our customers at our ********* location can continue to expect a great shopping experience and care.

• Initial Complaint

  12/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was denied using my EBT card which is a Federal government issued card to buy food and is accepted in all states the manager at 5500 Walling Rd. North Royalton, Ohio 44133. The manager refused to allow me to use my EBT to pay for my groceries he held my card look at it and said he will not try my card for payment I felt as if I was being judged and discriminated against. I asked 3 times and he gave me my card and asked for debit card or credit card payment. I have traveled and been to over 10 states and never been denied using my card.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife and I bought ground sirloin for $10.35 at the Independence location on Rockside Road today, Monday, November 15th, 2021 at around noon. When we got it home we found it was a wad of old, brown beef enfolded in a layer of fresh red beef. We were disgusted and angry at this deceptive & unprincipled trickery. We want a full refund for this.

*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. ↩