Pharmacy
ExactCare Pharmacy, LLCHeadquarters
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Complaint Details
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Initial Complaint
12/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Robo calls before 0800MST and solicitation. I have asked several time to have my number removed and stop calling me. They do not even have services I can use.Business response
12/23/2024
ExactCare
8333 Rockside Road
Valley View, OH 44125
December 23, 2024
Better Business Bureau
200 Treeworth Blvd.
Broadview Heights, OH 44147
To Whom It May Concern:
This is a response to Case #********. ExactCare takes patient health and safety very seriously and appreciates the opportunity to address this inquiry. We are sorry for any dissatisfaction or inconvenience this individual may have experienced.
Upon receiving notification from the Better Business Bureau, the ExactCare team reviewed the details associated with this individual’s complaint. Based on the information provided, we could not find any matching records to respond to the complaint, and it appears they are not a current ExactCare patient. We recommend this individual call ExactCare directly at ************** so we can address their concerns.
ExactCare is a national medication management and pharmacy care provider. We are licensed with the Boards of Pharmacy in all 50 states and Washington, D.C.
ExactCare takes patient health, safety, and privacy very seriously. Beyond our commitment to putting patients first and making every effort to conduct our business with the utmost integrity, we comply with all rules and regulations that pertain to our industry, including state and federal laws.
Patient privacy is very important to us. ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When my ****** ********** policy became a Dual Complete policy on August 1, 2024, I was told about ExactCare Pharmacy which came highly recommended. At first, the service was amazingly efficient. I had become used to reliable service, but when my prescription for ******* was running low, I called ExactCare on August 23, 2024 to inquire about the projected delivery date. The woman who spoke with me assured me that the delivery would be made on August 26. I also sent faxes on August 26 and August 27, but neither received any response of any sort. Today is now August 28 and there’s still no sign of the refill anywhere around here. If there is some problem that is making the delivery difficult or impossible, I would like to be informed so I can know when to expect to receive it. All my details have been given to ExactCare and I received refills in the past with no problem, so being omitted this time causes me to wonder if there is some problem that is denying me the refill. If there is a problem, sending an email or a fax will work if I cannot be reached by phone. Being left with no medication and no reason for being left with no medication makes me feel very uneasy. I want to receive an explanation as soon as possible. If there is no reason not to issue a refill, I deserve an explanation and not stony silence!Business response
09/04/2024
ExactCare
8333 Rockside Road
Valley View, OH 44125
September 4, 2024
Better Business Bureau
200 Treeworth Blvd.
Broadview Heights, OH 44147
To Whom It May Concern:
This is a response to Case #********. ExactCare takes patient health and safety very seriously and appreciates the opportunity to address this inquiry. We are sorry for any dissatisfaction or inconvenience this individual may have experienced.
Upon receiving notification from the Better Business Bureau, the ExactCare team reviewed the details associated with this individual’s complaint. According to our records, this individual called over the weekend on August 24, 2024, requesting a refill. On August 26, 2024, our team created the order following standard shipping procedures without expedited shipping, as it was not considered a delayed refill. The order was delivered on August 29, 2024.
Delays can occur with faxing and emailing our helpdesk. The best way to contact us is by calling us directly, which we let the individual know.
While the order was en route, the individual left a voicemail on August 28, 2024, and emailed on August 29, 2024. We responded by voicemail on August 29, 2024. Our team attempted to call the individual to make them aware of the delivery date and left a voicemail. Additional follow-up calls were made to the individual on September 3, 2024, but it was disconnected. We believe this situation has been fully addressed.
ExactCare is a national medication management and pharmacy care provider. We are licensed with the Boards of Pharmacy in all 50 states and Washington, D.C.
ExactCare takes patient health, safety, and privacy very seriously. Beyond our commitment to putting patients first and making every effort to conduct our business with the utmost integrity, we comply with all rules and regulations that pertain to our industry, including state and federal laws.
Patient privacy is very important to us. ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.Initial Complaint
10/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I was suppose to get my prescription delivery on Wensday, everyday I call to see where my medications are they say they will be delivered tomorrow. It now Saturday and I still don't have my medication, they don't understand that going off some of these medications abruptly can cause seizures, stoke or heart problems. I already have heart problems and I don't need anymore health problems. All I want is my medication on time before my medications run out. I want them resend my medications to my pharmacy shoprite in festival of Belair. I just want my meds without the excuses.Initial Complaint
06/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am having problems with a pharmacy delivery service. I have told him over and over to not call me. I block one number they start calling again from a different one I’ve told them for a year I do not want their service and they won’t leave me alone. Name of company Exact care pharmacy. Medication and health info is HIPPABusiness response
06/23/2023
This is a response to Case #********. ExactCare appreciates the opportunity to address this inquiry. We are sorry for any inconvenience experienced by this individual.
ExactCare only contacts people who express interest in additional information regarding our services or those who we have been asked to offer support to by a member of their healthcare team.
Upon receiving notification of this complaint from the Better Business Bureau, the ExactCare team immediately reviewed records associated with the phone number provided and confirmed that we were asked to contact this individual by their health insurance plan.
This phone number provided by this individual has been placed on our Do Not Call list to prevent future contact.
ExactCare is a national medication management and pharmacy care provider. We are licensed with the Boards of Pharmacy in all 50 states and Washington, D.C.
ExactCare takes patient health, safety and privacy very seriously. ExactCare adheres to all regulatory requirements related to the Telephone Consumer Protection Act (TCPA); HIPAA; Fraud, Waste and Abuse, the AntiKickback Statute; the False Claims Act; and all other regulatory requirements that pertain to our business and our industry.
ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.
Customer response
07/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have started receiving calls again from Exact Care Pharmacy. This is the number (see attached)
Regards,
****** ****
Business response
07/14/2023
The phone number provided by this individual has been placed on our Do Not Call list to prevent future contact and satisfy the requested resolution of no further contact by ExactCare. This action was taken upon receiving the original outreach from the BBB and has been re-confirmed.
ExactCare only contacts people who express interest in additional information regarding our services or those who we have been asked to offer support to by a member of their healthcare team. Our team confirmed that this individual’s health insurance plan requested we contact them in November 2022. Around that time, we spoke to this individual on a recorded line and obtained their consent to send them additional information regarding our services and follow back up.
Additionally, we have two records of this individual providing consent to receive information and outreach regarding our services through online forms this individual completed with the phone number in question. These records are dated August 2022 and June 2023.
The phone number this individual provided in the screenshot is not owned by ExactCare or used by our internal team to make outbound phone calls. A member of our team dialed this number and was greeted with a message that does not appear to be associated with ExactCare.
ExactCare is a national medication management and pharmacy care provider. We are licensed with the Boards of Pharmacy in all 50 states and Washington, D.C.
ExactCare takes patient health, safety and privacy very seriously. ExactCare adheres to all regulatory requirements related to the Telephone Consumer Protection Act (TCPA); HIPAA; Fraud, Waste and Abuse, the AntiKickback Statute; the False Claims Act; and all other regulatory requirements that pertain to our business and our industry.
ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.
Initial Complaint
06/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have called this company seven times within the last month and a half over my medicine over one particular medicine and they keep telling me I’m going to send it. It will be there in two or three days. All they do is lie to keep me from switching pharmacies. I really need this medicine. It is for my legs. I have severe leg cramps and restless leg I have to have this medicine and they keep telling me they’re going to send it and never do one lie after another. I asked him to send my medicine in bottles instead of these little packets and when I get the next shipment, what do I get another box of little packets and they’re not the medicine is not even in the right orderBusiness response
06/23/2023
This is a response to Case #********. ExactCare appreciates the opportunity to address this inquiry.
Upon receiving notification of this complaint from the Better Business Bureau, the ExactCare team reviewed details associated with this feedback and confirmed that the item requested has been delivered to the individual. Upon review of this feedback, any performance coaching opportunities identified will be addressed with the employees involved.
We apologize for any dissatisfaction or inconvenience this individual may have experienced.
ExactCare is a national medication management and pharmacy care provider. We are licensed with the Boards of Pharmacy in all 50 states and Washington, D.C.
ExactCare takes patient health, safety and privacy very seriously. Beyond our commitment to putting patients first and making every effort to conduct our business with the utmost integrity, we comply with all rules and regulations that pertain to our industry including but not limited to the Telephone Consumer Protection Act (TCPA); HIPAA; Fraud, Waste and Abuse, the AntiKickback Statute; and the False Claims Act.
ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.
Initial Complaint
03/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This pharmacy continues to create false numbers in an attempt to contact my personal cell phone. They keep insisting to speak to "Billy," however, I do not even know anyone by that name. They keep on calling my number even after notifying them that I am not the patient they are trying to reach. This is very annoying, unprofessional, and does not look good in the eyes of HIPAA, since I already know one of their patients' names. I would like to request no further contact from this business.Business response
03/15/2023
This is a response to Case #********. ExactCare appreciates the opportunity to address this inquiry.
Upon receiving notification of this complaint from the Better Business Bureau, ExactCare immediately reviewed any records associated with this phone number. We confirmed that an incorrect phone number was provided to us. We regret any inconvenience or dissatisfaction this individual experienced as a result of this error.
This phone number has been placed on our Do Not Call list to prevent any future contact.
ExactCare is a national medication management and pharmacy care provider. We are licensed with the Boards of Pharmacy in all 50 states and Washington, D.C.
ExactCare takes patient health, safety and privacy very seriously. Beyond our commitment to putting patients first and making every effort to conduct our business with the utmost integrity, we comply with all rules and regulations that pertain to our industry, including state and federal laws.
ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.Initial Complaint
02/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My grandma hasn’t received her medication in over 2 weeks. Her first package was delivered to the wrong address. She filed a police report as requested by exact care. However, Exactcare keeps stating they are shipping her meds then states another reason as to why they weren’t shipped. She has been without her heart medication for two weeks. She’s been to the ER twice due to this. However, each time a prescription is filled, Exactcare blocks it. But they are taking forever to send her medication after stating they would overnight it.Business response
02/27/2023
This is a response to Case #********. ExactCare appreciates the opportunity to address this inquiry. Based on the information provided, we have been unable to identify a patient record associated with the individual who filed this complaint.
We strongly encourage this individual or the patient to contact us directly and as soon as possible so that we can provide assistance. Please call our pharmacy team at 1-877-355-7225 and ask to speak to a pharmacist.
Please note that without express permission from the patient, we are unable to share protected health information—inclusive of all details related to the patient’s prescriptions, medication delivery and overall care—with others, including family members. If the patient would like us to speak to a family member, we will need the patient to provide the name of the individual and their consent to share information with that person.
Contacting ExactCare directly is the fastest way to obtain answers to service-related questions or obtain any other support needed. You can ask to speak to a pharmacist directly at any time.
ExactCare takes patient health and safety very seriously. Beyond our commitment to putting patients first and making every effort to conduct our business with the utmost integrity, we comply with all rules and regulations that pertain to our industry.
Patient privacy is very important to us. ExactCare does not discuss, disclose or comment on patient health information, the care ExactCare provides, or a patient’s specific drug regimen without proper HIPAA authorization to do so.Initial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had a conversation with their rep, who wound up being rude and hanging up on me because I said I wanted to read the reviews. He took offense to that and I said that I DID NOT want to move forward with this. I don’t even believe that I have my insurance information because I simply use **** ** and other discount codes. The next thing I know, I’m getting prescriptions in the mail! I immediately called to cancel, but I do not appreciate my personal business being accessed, especially when I said no! The guy should be held accountable for lying and his rude behavior. I also will not be paying for anything that they may try and bill me for!Initial Complaint
04/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
So I have a few problems with this company. First I am a diabetic who lives off three different injection medicines on top of regular pills that I have to take every day to keep me healthy. When I got signed up for this company through ******** I thought I would not have hardly any issues, but I was sadly mistaken. I was having trouble getting my insulin in on time then for a whole entire month they sent me a different type of insulin for one of my meds that I normally got the pin for but something was going on with the company that made the pin so they were sending me the vial of medicine but did not send me any way to administer the medicine which my doctor had put in a prescription for the syringes to go along with it. Then during February my insurance was changing the start of March 1 from regular ******** to **** ********. And my insurance wasn’t going to cover a *** **** pharmacy so I was switching back to *** and I called them and informed them that my insurance was changing I had *** contact them to get my prescriptions so on the 26th through 28 March I could get my meds to keep on schedule they have given me and *** the runaround the first calls *** put in to them they had a representative call me to try to keep me as a patient and I informed them I couldn’t because of my insurance and told him to go ahead and transfer everything a week later I went into *** to re-check to see if they had gotten it and they didn’t Simpson *** and I have called a total of seven times and my prescriptions have never been sent over even after they told *** that they faxed them
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Contact Information
8333 Rockside Rd
Valley View, OH 44125-6134
Business hours
Today,9:00 AM - 5:30 PM
| MMonday | 9:00 AM - 5:30 PM |
|---|---|
| TTuesday | 9:00 AM - 5:30 PM |
| WWednesday | 9:00 AM - 5:30 PM |
| ThThursday | 9:00 AM - 5:30 PM |
| FFriday | 9:00 AM - 5:30 PM |
Customer Complaints Summary
17 total complaints in the last 3 years.
6 complaints closed in the last 12 months.
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