Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was formerly a patient at Medicap Pharmacy #8438 in Caldwell, ID. Unfortunately, I have many health issues and am on numerous medications, which they organized into a "Medi-Set" for me. I was satisfied with their service for some time, but found that as time went on, they became unprofessional and irresponsible, necessitating a change. I then established as a patient with the Prescription Pad Pharmacy in *********, ID, and ***** is the Medi-Set Tech there. I phoned to inform Medicap, and then left things in *****'s capable hands. ***** then contacted me and indicated that Medicap had refused to release any of my Rx information required for transfer, essentially holding them hostage.I phoned Medicap Pharmacy and was transferred to the Managing Pharmacist. He indicated that they were withholding my prescriptions due to a $135.68 bill that was due. As I am on a very fixed, tight income, I have always paid my bill in little chunks, but always got it paid. This was never a problem with them in the past. He indicated that they had judged that I was just moving everything to a new pharmacy and was going to skip out on the bill. I asked him for itemized information on all I had paid in the past, which he was unable to produce. He said that he would speak with their ****************** and have the bill cut in half for the inconvenience, which would make the new total being $67.84. I told the Pharmacist that I would send at least $10/month until it was paid off.I have sent one check to date, and am still being billed $125.68, which is not what the Pharmacist indicated. I am shocked at the unprofessional behavior displayed at this Medicap, and as a Patient, I believe that it is egregiously wrong for them, as a Medical provider, to deny transferring my meds. Not only is this wrong, it is DANGEROUS. Additionally, I resent that I was judged and it was assumed that I had bad character regarding paying my bill, and I believe that an apology is in order.

  Business response

  07/29/2024

  We strive to assist each of our patients to the best of our ability. Regarding ****************, there were some misconceptions in her claims. It is important to clarify that we did not withhold any medications from her at any point. In fact, before she transferred out of our pharmacy, she had recently collected a month's supply of her medications. Upon receiving a call from the pharmacy she intended to transfer to, our technician communicated our preference to speak with the patient first before transferring the prescriptions, as there was an outstanding balance that needed to be addressed. Following our conversation with her and notifying her of the remaining balance on her account, we promptly transferred her prescriptions. It appears there may have been a miscommunication at the receiving pharmacy, leading to her misunderstanding the situation. To date, she has not settled her bill since transferring out, which was a scenario we had anticipated. We typically avoid offering charge accounts due to concerns like this. Charge accounts are not commonly provided by retailers like ******* or ********** but we made an exception in her case to ensure she continued to receive her medications regularly. Upon concluding services with a patient, it is customary to settle any outstanding balances. Our actions were merely an effort to settle the outstanding balance upon her departure. It is worth mentioning that we had been sending monthly statements detailing the amounts owed. It is unfortunate when there are misunderstandings with patients, as our pharmacy always endeavors to support our patients in meeting their healthcare needs.

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