Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 3rd I ordered 3 bottles of Nature's Bounty Hair Growth capsules. Total cost is $68.96.and I paid with my **** debit card. I received an email on January 5th stating the order was about to be shipped. Then I received another email 2 minutes later stating your package is on the way. Here it is the 14th of January and still no package. I left a message on the answering machine about 2 days ago and I still haven't had a response. I would like the money to be refunded back into my checking account.

  Business response

  01/18/2024

  We received the order on 1/3/24 and we shipped it out on 1/5/2024.  The shipping chosen by the customer was Free Shipping which we send the most economical way.  In this case it was ********************.  Tracking number is 92748999955468543483099234.  There were a some delays due to weather conditions.  These are normally delivered in 7-9 business days.
  According to the tracking number, the package was delivered yesterday, 1/17/24.
  As for the answering machine message, we did not have any on record.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Thrifty White Pharmacy on ***************************** C in ****** ** for about 10 years now ((not exactly sure on the years) and for about the last 5 years every time that I go there to pick up my medications there is a problem of some sort. Such as the meds are not filled yet so you will have to wait a few minutes and then more times then not it ends up being way longer then they quoted me or we don't have it here yet it's in Fargo and then for about the last 3 years it's new people working there and they don't know what to tell you when you either call or go there for your meds or they tell you one thing one time and then something else another time(another false information or misleading information and then when you tell them what they or another employee told you they say oh I don't know why they would have told you that and then they give you another answer and then they tell you oh I am sorry that you were told that. As far as I am concerned sorry doesn't help your health issues and that's why people need their medications.I am VERY disappointed and extremely upset with this place and I should have made this move a few years ago already. I know at least 3 other people that are also disappointed with this place and have left them and I believe that they will be filing a complaint also.

  Business response

  12/15/2023

  I will share these issues with the field team who oversees this location. I'll ask that they review this with the staff and train on communication. We can also review the med history for the patient to see if we can sync up the meds which helps them be ready on time. Thank you for bringing this to our attention. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I became eligible for ******** on 12/1/2021. I had ******** prior to ******** becoming effective. ******** became secondary to ******** as of ********s effective date. I found out from family that Thrifty White is ****ing me for $1,300+ for prescriptions filled during December, 2021. I have learned that Thrifty White ****ed my secondary insurance instead of my primary insurance. Thrifty White to date has NOT ****ed ******** and now refuses to do so because the charges are over a year old and it is not their policy and against ********s rules. However, Thrifty White has never even attempted to correctly **** my insurance. ******** advised they received their refund on January 14, 2022. Thrifty White should have ****ed ******** once they were made aware there was other insurance coverage. ******** is NEVER secondary to any other plan. If Thrifty White did not have my insurance information to **** ********, they made no effort to obtain the information from me-the subscriber/beneficiary. Thrifty White is refusing to file a claim to ******** on my behalf stating the charges are too old to **** and demanding I pay the balance that they never ****ed to insurance, and threatening collection activity if I do not pay. I demand Thrifty White correctly **** ******** as primary and ******** as secondary. If I could afford it, I would consider a lawsuit against them. I think ******** and ******** should consider taking away Thrifty Whites ****ing privileges for ******** and ******** claims.

  Business response

  11/03/2023

  I apologize for the delay in response to this matter,
  
  I have reviewed the complaint in full and will be attempting to rebill these claims. These prescriptions were billed to ********************** account due to miscommunication involving newer staff. Our internal process is to adjust claims outside of six months when correct re-billing is not possible as uncollectible. We will honor ********************** request for an adjustment in billing.
  
  I apologize for any frustration or confusion ******************** has experienced in this matter, we have addressed and communicated this process with our staff.
  
  Sincerely, ************************;

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April I was on 4 meds they sent me a 90 day supply of one of them and a 80 day supply of the other three, they later sent me the rest of one but they won't send the other two so I run out of them sooner than the others

  Business response

  11/01/2023

  Information in attachment

  Business response

  11/02/2023

  Here is the body of the letter that we tried to attach: 

   

  Dear **********************,
  
  I apologize for the delay in response to this matter,
  
  I have reviewed the complaint in full and will be attempting to rebill these claims. These prescriptions were billed to ********************** account due to miscommunication involving newer staff. Our internal process is to adjust claims outside of six months when correct re-billing is not possible as uncollectible. We will honor ********************** request for an adjustment in billing.
  
  I apologize for any frustration or confusion ******************** has experienced in this matter, we have addressed and communicated this process with our staff.
  
  Sincerely,

  *******************

  Customer response

  11/02/2023

   I am rejecting this response because: I don't know who **************** is I think they responded to the wrong complaint 
  
  
  

  Business response

  11/03/2023

  I apologies for the error. Can you provide which store you go to and I can look into your issue?

  Customer response

  11/03/2023

  ******* ** store 

  Business response

  11/06/2023

  Thanks, *****. Is it OK for me to ask the store or field team to reach out to you via phone to discuss your options? Thanks!

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a pre 9/11 overseas veteran with ptsd and schizo affective disorder. I had to wait for my psyc meds seroquel because the younger dark haired one that works there told me I had to wait until they came in tomorrow. I came in the next day and a different one with crunchy curly hair said my script wasnt in the tote so she could get my meds put together if I waited. I got clarification that they couldve filled my psych med the day before if I had just asked. Maybe they need to not send people away with out filling a free on medical assistance psych medication for a veteran with mental illness instead of turning him away when the med was easily filled the next day by a different employee. This can cause problems for some men and women who served overseas and need timely med administration. This place sux and I am boycotting it

  Business response

  05/31/2023

  I have reached out to ******* and left a voicemail and followed up with an email. We are looking into why the first employee made them wait a day - if the meds were available, it should have been able to be filled. We will review the processes with the store team. Thank you. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  this pharmacy has stopped caring many products like insulin, so they order it they say they will call when it arrives in, but they dont call this has happen several times, i live out of town so it means miles of travel

  Business response

  12/19/2022

  I have reached out to the patient to gather more information about the location but I have not heard back. I will try again. 

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Thrifty White has continued to **** my insurance when I have asked them not to on several occasions. I have contacted their corporate office as well and have been reassured on multiple occasions that notes will be made not to **** my insurance. They continue to **** my insurance even though I have let them know that I have a mail-order pharmacy that needs to be used per the insurance recommendations for preventative medications. This insurance is also being billed without a signed consent form from myself, the policyholder.

  Business response

  05/02/2022

  To whom it may concern:

  We have been in contact with **************** on multiple occasions in regards to her complaints in billing insurance for her step-daughter. We contacted **************** on 4/22 to discuss, at this time items billed to her insurance have been rebilled per her requests. She indicated she was satisfied with this resolution.

  The complaints we have to date/on file outside of this formal complaint to the BBB do not indicate an issue with mail order, more so an issue with whom the daughter is staying with when prescriptions are filled verses what insurance has been billed. Unfortunately this is not as simple the pharmacy honoring ******************** requests. As a pharmacy we need to ensure we follow medical assistance guidelines and appropriate coordination of benefits for the covered individual. On 4/27 we contacted the third party insurance company for additional guidance and pharmacy billing responsibility in this scenario. We also sent a second request today, 5/2.

  We will update **************** and this complaint when we have additional information.

  Sincerely,

  *****************************

  Billing & Receivables Manager

  ************

  ****************************************************** 

*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. ↩