If I could have given a zero-star review, I would have. While the customer service staff is always very polite and can answer my questions, their website is a disaster. I have had to call them numerous times with questions about my prescriptions and their policies.
There were NO instructions given to the employees of the company my husband works for about needing to download an App for their business to be able to see my drug refill status. In looking for information on their website, it isn't as thorough as it could be. When I mentioned this to customer service, they informed me I needed to download the App. This was over 7 months after we started to work with them. How frustrating and time consuming for me, to try to find out the information I was looking for. The App isn't as good as it could be and when I was prompted to change my password, it showed my medications on "HOLD" or not even on my list. So another phone call was needed to verify that I would receive me medicine.
When I filled out a change for a temporary address online, no confirmation that my information had been sent via their website nor was there any confirmation that my email had been received. I had to call and ask as I needed to be sure it had been received since medication needed to be sent to another state while I was gone.
One of my doctor's needed to refill a prescription for me. This was done by 10 AM on a weekday morning. It took 3 days for them to get this into their system (I called to see what the delay was) and it took 2 weeks to get the medications to my home. We live 90 miles away and are in the same state. Trying to be conscientious and use them first since I didn't need it immediately, I learned the hard way that this was not a good idea.
If your prescription is on auto-renewal, if there is a change in dosage and the insurance denies the claim, you need to call them after 60% of a 90-day supply or they will wait for the next refill date. I had an increase in dosage, kept waiting to see if they would refill it and finally called them to ask about it. I had called earlier when I saw this medicine was on "HOLD" and asked for a call back about when it was going to be filled. It didn't happen. When I finally called, they explained the process to me. I did tell them that I had called about a week after the denial and asked for a phone call as to when it was going to ship. I also stated it would have been prudent to let me know I should call at day 54 (60% of 90 days) so I could have gotten my medication earlier.
So just beware that you need to be extremely specific when asking questions. read more