Complaints

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Used Medical Outreach in located in Lewisville, TX for quite some time to get my one prescription for Trelegy from the maker GSK. I cancelled the MOC service February 18, 2022 and instructed them to stop the $45 monthly Auto Pay. MOC's service was not satisfactory and I was not receiving my medication in a timely manner. This is a breathing medicine that I must take daily. I had to ask for a refund of $45 for the months of January and February 2022. Also, an additional yearly $35 sign up fee. We went back and forth through May 17, 2022 when I finally got them to stop!! Then on September 16, 2022 it started back up again and two 45 fees hit my credit card again September and October!! I have called and left word explaining what is happening again. I also have been texting almost daily. I have saved every text since our first contact on my cell phone. There has been NO contact back to me from Medical Outreach. I had major surgery July 2022 , which I am still recovering from and I should not have this problem with this company and have to deal with them. I certainly consider this Elder Abuse. Please help me stop them. Thank you for your attention to this problem. You may call me at HM #903/XXX-XXXX most any day or there is an old school answering machine in case I'm out. ****** ******

  

  Business response

  02/23/2023

  Business Response /* (1000, 7, 2022/11/29) */ Contact Name and Title: Mia H. Contact Phone: 9727934363 Contact Email: mia@medicationoutreach.com For this particular situation, there were multiple things out of our control with shipping. We tried to communicate with the client in regard to this and let her know we were doing everything we could to handle and rectify the situation. We are service based, and the monthly service fee covers the services. Not the medication itself. We continued to work on her behalf to get the medication to her and we were able to do so in the end. She chose to discontinue even though the shipping delays were handled, and we do understand so we have taken care of that for her, and she is no longer being charged and we have terminated services for her as requested. We pride ourselves on trying to help and fix problems when they arise, and we do understand that she no longer wants our services and that is unfortunate because we would like the chance to show her that this was definitely a logistics/problem and not a problem from our services team. As for the resolution she is cancelled now, and billing has discontinued. Thank you for your time

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Medication Outreach (MOC) is a program that I had used for a couple of years. The program is one that provides ways to aid people who need prescription medicine and cannot afford the cost of the medicine. Medication Outreach charges an initial application fee and a monthly fee is charged also. The application is required to be renewed every 12 months by submitting a current income verification. The patient provides their doctor's information and authorization to Medication Outreach. MOC obtains the Pharmaceutical Manufacturer's application to be completed and signed by the patient and the patient's doctor. The manufacturer sends the medication to the patient for a period of 12 months. Medication Outreach charged me $35 per month for my 2 prescriptions and withdrew the money from my checking account. I called MOC when they did not renew my application in 2021 after it had expired. I had to personally contact the manufacturer to renew. I took the application to my doctor for him to complete. MOC did work on getting my insulin prescription so I continued the monthly payments. I have heath insurance now. Before the expiration in May 2022, I called and cancelled with Medication Outreach in April 2022. In September, I noticed that my bank account was still being charged $35 a month by MOC. Although, I did not renew my application through the MOC program, and had not received any medication either. I called and spoke to the office manager who said that I had to cancel in writing... I said that I did not renew the MOC application, did not provide income info. and did not receive any medicine since May 2022. She said the medicine was "on the way". I said, "since June? It's now October". I asked to be reimbursed. I asked for her supervisor and was told that she did not have one. I obtained the information and emailed the Director. She said that she would look into the matter and get back to me within 48 hours. It has been 7 days. She did not respond to my follow-up email.

  

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/10/28) */ Our 30 day cancellation policy is very clear in the terms and conditions the client signed in conjunction with our services. All clients have to adhere to this as follows: When you are requesting cancellation it must be mailed to us in writing to **** ** Main St *** *** Lewisville, ** XXXXX. This was explained recently to the client again before this complaint was filed and to this day she has not complied with sending a letter of cancellation to us for the process. The document also states Medication Outreach does not give any refunds and it was initialed by the client as read. Our services continue unless the patient sends in a letter and once again she has not done so. This makes her complaint invalid and we request removal of it. We are reasonable and have been trying to come to a solution although she has not complied, however, she still as every other client has to follow the protocol as per the written agreement. I am attaching the document below of her authorization to our terms and conditions. Consumer Response /* (3000, 7, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Medication Outreach enrollment is a 12 month annual enrollment. The cancellation policy applies for cancellation within that 12 month enrollment period. There is no cancellation required if the 12 month enrollment period has expired. The contract does not provide for automatic renew. The acknowledgement implies that if the agreement is cancelled before the 12 month enrollment period ends, the agreement is still binding for payment until the end of that 12 month period. My 12 month period ended the last day of May 2022. **The Acknowledgement does not state that the agreement is for more than a 12 month period or that it renews automatically. See the agreement that is attached in the Business Response. **The business requires a new updated income verification for each new annual enrollment period at the expiration of the current enrollment. See the acknowledgement that the business attached. I did not provide this information for 2022 enrollment. I did not enroll for 2022. I did not cancel my XXXX-XXXX enrollment. I continued to pay the entire enrollment period as agreed for 12 months ending in May 2022. I did not agree at any time to re-enroll for 2022. I did not provide a new income verification as required for enrollment. See the acknowledgement the business attached. No medical doctor signed a required application for 2022. Above all, IF I WAS STILL ENROLLED AS THE BUSINESS CLAIMS, MEDICATION OUTREACH DID NOT FULFILL ANY OBLIGATIONS TO ME BY PROVIDING MEDICINE FOR PATIENTS ENROLLED IN THEIR PROGRAM.The business cannot justify charging me FOR 4 MONTHS for a service that they did not perform and still have not. This inaction would void any signed document for BREACH OF CONTRACT. It is appalling that the business would still write to the BBB and state that I still have not given written cancellation. The email that I sent to the company/owner asking for reimbursement states that I cancelled the policy. There is no specific expression/ wording required for written cancellation. This claim is nonsensical. Most good people would do the right thing. This owner chooses not to and trains her manager to do the same. The business uses deceptive practices in their operations. I read other reviews and found this to be a claim by many others who unknowingly enrolled in a scam. I filled out an initial application for enrollment in MOC. THE BUSINESS NEEDS TO PROVIDE A COPY OF THE ORIGINAL APPLICATION THAT WAS SIGNED AND WENT ALONG WITH THE ACKNOWLEDGEMENT THAT THE BUSINESS SENT TO THE BBB. The application covers the provisions of the agreement. Redact any personal information including birthdate and social security number and address. Medication Outreach has applied only one part of the agreement to justify the reason that they will not reimburse the 4 months unauthorized payments. The owner/director has not provided the explanation for taking money and not supplying me with medicine for 4 months. The agreement contains several parts that must be adhered to be in accordance with the agreement. It may be that MOC needs to be reported for fraud. The application eligibility requirements must be met in order to qualify for the pharmaceutical company to provide free prescription medicine. Medication Outreach fraudulently ignores the eligibility requirements by continuing to renew the program and charge patients without the required documents needed to qualify. MOC also continues billing patients for medicine that MOC does not apply for and/or provide the medicine for, or that the patient does not meet the eligibility requirements to receive. THIS IS A CLEAR BREACH OF CONTRACT to say the lease. Please send a copy of the requested initial (redacted) application. In order to avoid legal ramifications for breach of contract, Medication Outreach needs to reimburse all money electronically deducted from my bank account since May 2022.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Medication Outreach helps people who cannot afford their prescriptions. By paying a monthly fee, they helped us apply for and get my insulin at no cost. I have not received an insulin shipment in 7 months. But I have been paying the monthly fee. I have been in constant contact with ***. I keep getting excuses. It started with "I've put in the request. Check with your doctor to see if the have it." Then it was "Well, ******* is having trouble filling orders. Let's get a new script and go with ******** They aren't having issues." So I went through the hassle of getting a prescription sent to them. "You have been approved with ******* and a shipment will be sent to your house." We waited for almost 2 weeks. No insulin. When I reached out (again), "It accidentally got delivered to your dr office but they were closed so they just took it back to the company." This last time I reached out, *** told me "It is being delivered to your house but I don't know what day because they do not have tracking on shipments because they have so many to send out." It's a new week and we still don't have insulin. This has been going on for 7 MONTHS. I have all of my emails showing how we have been strung along all the while paying the monthly fee. With no way to track the shipments, I don't know who to believe. I feel as though we are being scammed.

  

  Business response

  09/15/2022

  Consumer Response /* (2000, 7, 2022/08/18) */ This complaint was handled by the company and can be closed. Thank you for helping us get their attention and get the issue resolved.

*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. ↩