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Business Profile

Pharmacy

Toledo Family Pharmacy Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Toledo Family Pharmacy Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:10/28/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      We decided to use Toledo Family pharmacy after a recommendation from my daughter’s home care nurse, as I was going to our previous pharmacy at least 2 to 3 times a week, and on the phone with them constantly for refills. My first experience is when I reached out to them after our prescriptions were transferred because I had never heard anything from them and just wanted to make sure that they had gotten all the prescription information, instead of reaching out to myself, or to the previous pharmacy I had to reach out directly and facilitate between the two pharmacies to make sure that everything was being transferred correctly. My next grievance is when my daughter was prescribed a certain medication, and after a month of calling them to check if it was refilled each time I would get a different excuse after my last call I was finally just told to buy it from Amazon because they could not get it. Finally yesterday on October 26 I reached out to the pharmacy to confirm that they were delivering my daughter’s medication‘s on October 27. This was the date that I was given a while ago and for context my daughter is six months old and has severe epilepsy and other birth defects, I was told by the pharmacist that there should be no issue and the medication’s would be delivered by October 27, it is now at the end of the business day, I have not received any medication’s or a phone call explaining to why I haven’t received those medication’s. This would be twice now that I was promised something and nothing came through. As you can imagine having a daughter with a disability I am constantly at doctors appointments and on the phone with other medical professionals I do not have the time or the mental energy to constantly be chasing after these people to make sure that prescriptions are going to be refilled. This is their job the fact that they do not even have the decency to reach out shows major negligence in this company. I am demanding some type of answer to this issue.

      Business Response

      Date: 11/17/2022

      [BBB Transcription via Email]


      I TALKED TO THE MOTHER ON 10/06/22 AND SHE SOUNDED VERY NOT HAPPY ABOUT HER DAUGHTER'S MEDICATIONS NOT BEING SYNCED IN THE OLD PHARMACY THAT SHE WAS DEALING WITH. 
      I SUGGESTED TO HELP HER AND WE WENT OVER ALL HER DAUGHTER'S MEDICATIONS AND TOLD HER THAT TO SYNC ALL HER DAUGHTER'S MEDS WE HAVE TO TARGET THE FURTHER REFILL DATE THAT THE INSURANCE WILL ALLOW! 
      I MADE SURE THAT THE MOM UNDERSTAND THE POINT AND MADE SURE THAT SHE HAS ENOUGH MEDICATIONS FOR HER DAUGHTER UNTIL THE 27TH OF OCTOBER. AFTER THE MOTHER CONFIRMED THAT SHE WILL HAVE ENOUGH MEDICATION UNTIL THE 27TH. WE AGREED ON SENDING ALL THE MEDS IN ONE DAY EITHER THE 27TH OR 28TH. 
      ON 10/19/22 WE RECEIVED A PRESCRIPTION FOR VITAMIN B6 LIQUID THAT IT IS NOT COMMON! WE TRIED TO ORDER IT FROM MULTIPLE RESOURCES BUT WE WERE NOT ABLE TO. EVENTUALLY, WE REACHED OUT TO THE DOCTOR AND EXPLAINED TO THEM THE ISSUE. AND WE WERE NOT ABLE TO GET VIT B6 LIQUID AND EVEN KROGER PHARMACY WAS NOT ABLE TO GET IT BEFORE US. BUT WE WERE ABLE TO GET VITAMIN B COMPLEX (WHICH IS I KNOW NOT THE BEST ALTERNATIVE BUT THAT'S WHAT WE HAD ON HAND) WE LET THE DOCTOR KNOW ABOUT ALL THAT MULTIPLE TIMES AND LEAVING VOICE MAILS AS WELL. THE NURSE AT THE DOCTOR OFFICE SAID SHE WILL CHECK WITH THE DOCTOR FOR ALTERNATIVE. BUT UP UNTIL THE DATE WE SENT ALL MEDICATIONS ON THE 28TH WE HAVE NOT RECEIVED ANY SUGGESTION TO CHANGE VIT B6 TO SOMETHING ELSE. DOCTOR SAID NO TO VIT B COMPLEX (EXPECTED) BUT NEVER GAVE ANOTHER OPTION. 
      WE INSTRUCTED THE MOTHER ABOUT ALL THAT AND SUGGESTED TO BUY IT FROM ONLINE RESOURCE, MAYBE AMAZON PHARMACY AND TAKE THE PRODUCT TO THE DOCTOR TO CONFIRM IT WITH THE DOCTOR. 
      AND LET US KNOW IF SHE HAS ANY QUESTIONS. 
      ** 
      BBB Northwestern Ohio and Southeastern Michigan Integrity Place - 7668 King's Pointe Rd 
      Toledo, OH 43617 
      Tel: (419) 531-3116 or Toll Free (800) 743-4222 
      BBB Fax: (419) 578-6001 
      ******* ******** 
      Toledo Family Pharmacy Inc. 
      1601 W Sylvania Ave 
      Toledo OH 43612 


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