ComplaintsforWilliams Brothers Health Care Pharmacy

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got a call starting it was time to order my new supplies for my sleep machine, I placed the order and then was told two days later the order was cancelled due to back order of supplies. After that they have still yet to refund my $179.84 and I keep getting a different excuse every time Ive called about it. They can send you out the bills and the notice of privacy breach/hack, but cant seem to give a simple refund back.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was refused service and they locked out other customers because they didn't tell me what was required to pick up my machine. I was told that th payment required was much less ($100 about) to pick up my machine and do my appointment learning the machine. When I arrived they had paperwork for me to fill out saying that my payment was $6000 and the woman, ******, behind the counter confirming that and trying to throw me out for calling insurance to explain to them why I did not understand. I watched 3 customers have to knock on the door to get there CPAP equipment because they locked the door. They run their business like a communistic affair. Their way and sign your money away to them or they will not give needed medical supplies. She laughed as she said they would have to reschedule the appointment and they couldn't get my device to me that day or complete the appointment scheduled because I had to do their job.That woman should be fired and work at a fast food restaurant. I deserve to have my time off work and fuel money reimbursed and to be able to get my medical supplies. This is ridiculous. She was not pleasant the first time on the phone and very much not so in person. The only reason they are still in business is because people need medical supplies and it is too bad they have the devil at the front desk.

  Business response

  07/09/2024

  Upon receiving a copy of this complaint in the mail on 7/8/24, I did an internal investigation and received the following information from the Manager of the location where the service was provided to Ms. *************************** Will was contacted twice prior to being setup.She really didn't understand her insurance.  She finally came in for her appointment and when she got here she called insurance on the phone and started cussing them in the office.  (She was out of control dropping the F...word.) We had an office full of patients. She needed this cpap for compliance for her CDL.  She went crazy on Williams **** staff and finally went outside on the phone with insurance company.  The door was locked the door so she couldn't come back in after cussing them out and the extreme disruptive behavior by Ms. *****  She then went upstairs to Dr ***** office they wouldn't let her in either.  Staff called the Manager and told me what was going on.  The Manager then called Dr ***** office and they told her to find her another provider after that scene in office as we would not service any customer who displayed such aggressive behavior in the clinic.   She called the Manager's cell phone the next day who was at a conference in **** (VGM conference).  The Manager let her know that episode wouldn't happen again in the office under any circumstances.  Ms. **** apologized on phone and and the Manager scheduled her to come in the next Monday when she would be there to meet her.  Ms **** was setup at that point with no altercation.
  
  The patient did have a $6000.00 dollar deductible. No one tried to collect $6000.00 from her. Just her insurance allowable for first month rental and supplies is all that she was asked to pay at that visit.  The Manager let her do a partial payment the day she came in because she said she didn't have any money for that week. She also gave me a Credit card to put on file.  I think it was Health savings card. 

  *****************, Compliance Officer

  Business response

  07/12/2024

  Upon receiving a copy of this complaint in the mail on 7/8/24, I did an internal investigation and received the following information from the Manager of the location where the service was provided to Ms. *********************** style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">Ms. Will was contacted twice prior to being setup. She really didn't understand her insurance.  She finally came in for her appointment and when she got here she called insurance on the phone and started cussing them in the office.  (She was out of control dropping the **** word.) We had an office full of patients. She needed this cpap for compliance for her CDL.  She went crazy on Williams **** staff and finally went outside on the phone with insurance company.  The door was locked the door so she couldn't come back in after cussing them out and the extreme disruptive behavior by Ms. *****  She then went upstairs to Dr ***** office they wouldn't let her in either.  Staff called the Manager and told me what was going on.  The Manager then called Dr ***** office and they told her to find her another provider after that scene in office as we would not service any customer who displayed such aggressive behavior in the clinic.   She called the Manager's cell phone the next day who was at a conference in **** (VGM conference).  The Manager let her know that episode wouldn't happen again in the office under any circumstances.  Ms. **** apologized on phone and and the Manager scheduled her to come in the next Monday when she would be there to meet her.  Ms **** was setup at that point with no altercation.
  
  The patient did have a $6000.00 dollar deductible. No one tried to collect $6000.00 from her. Just her insurance allowable for first month rental and supplies is all that she was asked to pay at that visit.  The Manager let her do a partial payment the day she came in because she said she didn't have any money for that week. She also gave me a Credit card to put on file.  I think it was Health savings card. 

  *****************, Compliance Officer

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