ComplaintsforThe Compounding Pharmacy of America

• Initial Complaint

  01/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This complaint involves a mail order pharmacy. My doctor started me on a medication for my weight. I was told that medication was to be ordered monthly over a three month period. Each month when I had taken all but 1 week of the prescription I was to contact my doctor who would order the increased dose for the next month and would arrive in a timely manner. After the first dose with only 9 pills remaining, I contacted my Dr Hope Tolle who called in my prescription. A week later and pills still not here I began reaching out to the pharmacy. I was informed that my Dr had not put the prescription in to suit them and that they were waiting her response to fill the prescription. I again contacted my doctor and was told by the nurse that she had put the order in for the medication per my doctor's instructions herself. I can see the exact order, strength and dose online with the exact date on my patient portal communication site. Two weeks later, today, I received the medication. Half the dose of the order. I've called my doctor and the pharmacy. The doctor's solution is that they plan to stop using the pharmacy in future which helps my situation in no way. The pharmacy told me that they Shipp Ed the first order, which I know they hadn't because I would have received it sooner. Also, I have an email from them informing me that the medication was mailed on 19th, long after they had received the correct order. I was told policy dictates that the lower strength be filled, but that's not true. IAny pharmacy would be required to call the Doctors office for any discrepancy or confusion as to which prescription to fill. Over the phone, they've apologized and offered to refill the correct strength for addition 69.00. I don't have the money to pay for their mistake. I am out my medication and my money. Please help.

  

  Business response

  01/26/2024

  The physician wrote the prescription  on 1/3/2024 for the lower strength formula. We received the higher strength formula on 1/10, one week later. We weren't aware that the physician was supposed to modify the dose until the 10th. We offered to fill the new prescription for you, but the earlier prescription was dispensed properly to the patient in accordance to the law. We'd be happy to fill the higher strength at any time, but there would be an additional payment for the new medication. I am sorry for the mix up, but we were only dispensing what was ordered by the physician. 

  

  Business response

  01/30/2024

  We do take the time to look. Every patient is different and some require longer periods of time on the starting dose. We are not your physician and have no physical assessment of your particular condition. All we have are the prescription orders that are sent to us by your physician, and we are bound by law to follow them. If you would like us to dispense the higher strength to you, please let me know. If not, I will be happy to transfer your prescription to a pharmacy of your choosing. I'm sorry for your trouble, but Compounding Pharmacy of America takes controlled substance laws seriously and there is only so much we can do when the physician sends in an incorrect order and does not cancel it. Have a wonderful evening. 

  Customer response

  01/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Absolutely not. You need to resolve your mistake.  You have little regard for your customers,  pushing the cost of your mistakes onto them.  You had the Rx, I have the documents, you claim ignorance all day as far as the medication taper goes, but the truth of the matter is that you have a responsibility to your customers.  Apparently no one has held you accountable in the past. I sent you money in good faith for the right medication,  you failed to deliver this. I expect a resolution,  and not at my cost. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are a healthcare office. We set up an account with Compounding Pharmacy of America around January 6, 2023. We were in direct contact with their Sales Rep Robert Sanders. At the time we signed up, Mr Sanders sent us a price list with pricing of pharmaceuticals and he quoted a special rate for semaglutide. We also were assured that all prescriptions would be shipped overnight, and would be processed and shipped in a 2 week timeframe. We placed our first order on January 10, 2023. We continued to place orders until February 23, 2023. Our first order was placed on 1/10/23. It was shipped on 2/1/2023 (over 3 weeks after order was placed) and it was not received in our office until Monday 2/6/2023 (5 days after it was shipped). When we contacted the office regarding these issues, we were informed that there was a problem in the accounting department and it was totally resolved. Our next order was placed on 1/27/2023. Shipped on 2/16/2023. Received in our office on 2/20/2023. Needless to say, they do not honor their timeframes quoted. After all of this, I realized that I had not received any invoices for our orders. Upon checking our credit card statements, it appeared that we were overcharged by at least $617.00. I contacted the company asking for copies of our invoices. It took approximately a week to receive them along with a note stating "Thank you for making us aware that your account had pricing issues. I have gone through to ensure that this doesn't happen again. I have made sure you have strict pricing rules in place. " and I am going to go back through your pricing rules and refund any mistakes that were made on your invoices today." This was on 2/20/2023. As of today, 2/27/2023, no refunds have been issued and placed one more order on 2/23/2023 and were charged the incorrect amounts again.

  

  Business response

  04/05/2023

  We are aware of the complaint. When the account signed up with us, they did not indicate they were referred to us by Elite NP- the organization that has the special pricing. After their first couple of orders they alerted our sales rep, *** *******, and their pricing was changed to Elite NP pricing. Even though we were not informed of the referral, we agreed to a refund which takes 7-10 business days to process through the credit card system. Our turn around time is 14-21 business days for custom medication orders at this point in time, and the account was made aware of this fact. Below are copies of the correspondence between our accounting department and the account with the newest emails first. -

  Hi ********,
  Yes, I remember the email I sent. And I would like to assure you that I did, as a fact, refund your account that day on the 20th. I have attached the receipts to this email to prove it. 
  I received another request for your invoices from another team member that had spoken to you on the phone last week. I was curious as to why you would need it again but I sent it anyway. I apologize for any miscommunication on my part. 
  I put a lot of time into making sure your pricing was correct. However it looks as if there was already an Rx of yours in our system that had been "pre-priced" and ready to go through the system, before I had even set your pricing rules. For that last Rx of yours, it went unnoticed. And for that, again I want to apologize. 
  I truly do want to be transparent with this situation and reassure you that I also issued another refund to that last Rx today. I have gone through your orders to make sure I haven't missed any of them. Please see the attached refunds along with the original invoices.  
  When we issue refunds it can take 7 to 10 business days for it to show up on your card. You should see the original refunds done on the 20th very soon on your card. This last one will, again, like I said, take that amount of time.
  
  
  You will have no more pricing issues. You have no other orders in our systems. If you decide to order with us again, and I do hope you do, please be assured your pricing will be correct.
  
  
  ****** ****** ****** ****** ****************** ********** ***** ******** *** ***
  
  Compounding Pharmacy of America
  
  7240 Kingston Pike Ste 136
  Knoxville, Tennessee 37919
  p: (865) 963-4160
  
  f:  (888) 689-9892
  Website
  Online Order Form!
  
  On Mon, Feb 27, 2023 at 4:19?PM The ***** Clinic <the*****[email protected]> wrote:
  
  ******,
  
  
  Do you remember the email you sent to me on February 20, 2023?  Let me refresh your memory...
  
  
  Dear Ms. *****,
  Thank you for making us aware that your account had pricing issues. I have gone through to ensure that this doesn't happen again. I have made sure you have strict pricing rules in place. As well as, correct your credit card info, which did not include a good email address to send them to. Our system requires that step so that it will automatically send them each time there is a purchase. We apologize that this step wasn't happening for you. However it will now. I have also attached a .pdf file to this email that has all your statements. I am going to go back through your pricing rules and refund any mistakes that were made on your invoices today.
  Please be assured we want you to be as happy as possible. If you have any more issues, please let me know. I'll do what I can to make sure that it gets handled appropriately. 
  I hope this helps. Thanks for your business!
  ****** ******
  Accounting/Billing Department
  
  
  To date:. Nothing you promised in your email has been done.  
  
  
  We are extremely disappointed in the lack of professionalism and lack of customer care offered by your company to date.  
  
  
  I guess my attorney will be in touch. 
  
  
  Regards,
  
  
  ******** *****
  *** **** ****** ** *** ***** ***** *** ******* ** ***** * ********** ******* *****
  219-921-2095
  (855) 277-2488 Ext 108
  On Mon, Feb 27, 2023, 2:36 PM ****** ****** <******.******@compoundingrxusa.com> wrote:
  
  Hi ,
  I've received your request for your statement, should you need individualized invoices please let me know, and allow me the time to get them for you.
  I've attached a copy of your statements. Please see that. I hope it helps!
  
  
  Thanks,
  ****** ******
  Accounting/Billing Department
  (855) 277-2488 Ext 108
  
  Compounding Pharmacy of America
  
  7240 Kingston Pike Ste 136
  Knoxville, Tennessee 37919
  p: (865) 963-4160
  
  f:  (888) 689-9892

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