ComplaintsforPfizer Inc.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do have health issues and this company is making it worse. I had to contact BBB last year as well. I have to get assistance with a medicine there that is way to high, even with insurance to pay. I applied again this year (you have to re-apply each year), NOTHING has changed in my life since the prior year, including my insurance. They are claiming to deny me due to "employers insurance" WHICH I DO NOT HAVE! Last year, I was treated horribly, hung up on, lied to a spent HOURS on the phone with these people just to get approved. They lied about sending and receiving faxes...etc. I feel discriminated against and I want them to STOP LYING and discriminating me. I DO qualify for this assistance. I DO NOT have employer's insurance and they know that because I SENT THEM A COPY OF MY INSURANCE CARD!!!!!!

  Business response

  01/04/2024

  We apologize for the negative experience with our program.  We strive to communicate program requirements and changes as soon as possible.  Please contact us at ************** for more information on further assistance.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The medication I got from the pharmacy, out of the two needles in the box the medication worked well with the one needle but the other one it didn't work at all so I was asking either cash refund to buy more or just a refund of the product with the medicine.

  Business response

  01/04/2024

  Thank you for contacting Pfizer.
  
  In order for us to process your refund request, we will need the pharmacy receipt for the last filled prescription that includes the patient name, pharmacy contact information, prescription number, drug name and quantity, cost to the patient, and date filled. (Please note only one refund per product, per person, per lifetime may be available.)
  If you do not have a receipt, please contact the pharmacy where the prescription medication was purchased to obtain a copy. It is NOT necessary to return the unused prescription medication to Pfizer to obtain a refund. You should dispose of any unused pills carefully. Do not flush prescription drugs down the toilet or empty them into your sink or storm drain unless the drug label or other patient information specifically instructs you to do so. You may wish to consult your local authorities for disposal instructions specific to your location.
  

  Please mail the copy of the pharmacy receipt to the following address:
  Pfizer Product Refund Program ** *** ****  ********** ** *****
  

  Please note that it generally takes 4 to 6 weeks to process a refund request. Please note that Pfizer will only review reimbursement requests for Pfizer prescription medications purchased in ***************** (and its territories) from pharmacies regulated by the U.S. Food and ******************** or **** Products from sources such as Internet pharmacies not regulated by the *** and foreign sources are therefore not eligible for reimbursement review. This is because Pfizer cannot be certain of the origin, authenticity or compliance of these purchases. We apologize for any inconvenience. In these cases, you may want to contact the point of purchase for assistance.

  Customer response

  01/12/2024

   

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I mailed out the receipts you could see the photos above for some reason if it gets returned to me what would be the next step do you have a contact phone number for a live agent or an email or can you keep this open until the whole process is resolved
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Writing to you for your about your assistance program for Xeljanx. You have contracted with a company *****. Tell me they loaded my card on December 6. There is something wrong with their system and Im unable to get my medication. I called your cell source helpline three times and was hung up on our transferred to another number. That was an able to help me. I need your help.We have processed your reload request for your ******* (***********) ***********Pay Assistance Card and would like to inform you that funds have been added to your virtual debit card to pay for your next ******* prescription co-pay.You must provide your pharmacy register receipt after each ******* prescription fill to reload your card.* You may be eligible to reload your co-pay assistance card up to a maximum of $6,000-$15,000 in co-pay assistance per calendar year. Your eligibility will be evaluated every month. See the ******* Co-Pay Assistance Program Terms and Conditions below.As a reminder, your pharmacy receipt can be submitted three ways:By mail: Attn: ***************************** *****, ***** ** *** ****, ***********, ** ***** By fax: ************** (toll-free)By email: ************************ *All virtual debit card reload requests must be submitted within 14 days of the date of prescription fill.For any questions about your coverage or co-pay for *******, please call **************, MondayFriday, 8:00 AM8:00 PM ET. For all questions related to your ******* ***********Pay Assistance Card, please call **************, MondayFriday, 8:00 AM8:00 PM ET and have your Member ID available to provide

  Business response

  01/04/2024

  We are sorry to hear about your experience with the ******* ***********Pay Assistance Card.  ***** has advised us that your virtual debit card was successfully loaded on 12/6/23 for $125 after the rebate claim was processed/paid.  Per the transaction history, the funds loaded on the Virtual Debit Card were then withdrawn by ****** on 12/11/23 when they ran the card.  ***** advised that after talking to you on 1/3/2024, you were able to successfully receive your medication with no copay required so we believe this is now resolved.  Please reach out to us again if this is not the case.
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 23, 2023, I purchased four ************+Flu test kits for $153.26 -- I didn't need the additional test for Flu, but because the Covid+Flu tests were priced the same as Covid-only tests, it seemed silly not to get the additional functionality. When the tests arrived yesterday, I noticed that they expire in just over 2 months, on July 8, 2023. I reached out to customer service by email and asked why this had happened, and was told, "Kindly note that these are Lucira COVID-19 & Flu Home Test, and these kits currently have shorter expiration dates than Covid-19 only kits." That information is provided nowhere on the website -- I would never have purchased the Covid+Flu kits if I'd known they would expire before I'm likely to be able to use them -- I'd have simply stuck with Covid-only. I asked to exchange them for Covid-only kits with a reasonable expiration date, and was told, "I am happy to continue assisting you on this. Note that we can't exchange the *********** tests for Covid-only kits." It's insane to sell kits that expire in just over 2 months, then cheerily offer no remedy or understanding that this might be a problem. I just want to exchange these kits for ones that I'll actually be able to use.

  Business response

  05/15/2023

  Dear ******************:
  
  Thank you for your purchase of our COVID-19 & Flu Tests on April 23.  We appreciate you bringing this to our attention and apologize that you did not previously receive an adequate response.  As you may be aware, as of April 21, ****** became part of Pfizer, and we are committed to providing a positive customer experience. We would be happy to replace your four COVID-19 & Flu Tests with our Check It COVID-19 Tests,and we will reach out to you under separate cover to do that.  Again,thank you for your feedback, and we hope this response addresses your concerns. 

  Thanks

  Pfizer ************************ Representative 

  Customer response

  05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The Pfizer Copay program is supposed to cover the copay of certain medications such as Inflectra. After claims are processed by insurance, patients pay the co-pay out of pocket and then submit receipts for reimbursement. On 1/3/23, I submitted receipts for 3 payments (dates of service 8/10/22, 9/7/22, and 10/5/22). I received a check for the 10/6/22 co-pay. However, the money from the 8/10/22 and 9/7/22 co-pays were put onto a SmartCard debit card rather than being sent as a check. The SmartCard can only be used to pay directly for the Inflectra, but I already paid for it out of pocket and can't use the SmartCard. I called Pfizer to ask them to convert the SmartCard funds to a check on 1/25/23, 2/10/23, 2/23/23, 3/13/23, and 3/21/23. Each time, Pfizer said the problem would be taken care of, but nothing has happened.

  Business response

  04/14/2023

  Hello, 

   

  We are sorry for the confusion and delays you are experiencing. A Pfizer enCompass Copay Program representative will be calling you to assist you with submitting these claims so that a check is issued for reimbursement rather than having funds loaded onto a SmartCard. The representative can assist with submitting any appropriate additional claims as well.

   

  Regards

  Customer response

  05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  On 4/5/23, I received a call from ***** at Pfizer ***************), who said that I needed to email them with proof of payment for dates of service 8/10/22 and 9/7/22 and then will get a check.  I emailed them proof of payment that day.  I still have not received a check.  I called again 4/28/23 and left a voicemail but have not heard back.

  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am on *******. I have a debit card from xelsource. ***** needs to load my mastercard debit card. I have been trying to do this since Feb 15. I have spend 15 hours on the phone with xelsource and *****. They say it might be 2 day to 2 weeks before my card is fixed. I am about in tears. I have called and they referred me to *********=****. It keeps going around and around. I can get anyone to help me and I am out of my medicine. Could you please help me???Why would you hire a company like ***** to handle this? They are not helpful and can't seem to fix the issue.

  Business response

  02/27/2023

  Hello,

  We apologize for any negative experience with this program.  We strive to communicate to inquiries as soon as possible.  As follow up, the identified issue was resolved, and the customer was notified. Please contact us for more information on further assistance.

  Regards

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIS COMPANY IS HORRIBLE!!! Their indifference to human suffering is beyond acceptable!My stepson is 35 years old and suffering from a pituitary glad that has ceased functioning. His B12 and testosterone are rock bottom. He is in constant pain, has no appetite, and when he does eat something it gets him sick in stomach. He is crying, in deep depression, and suicidal. Why? Because he has to medicine he needs but no way to deliver it to his system. The only place he can get it is from Pfizer. We have called Pfizer repeatedly across the past weeks and each time have waited on hold for 2 hrs. to over 3 hours to speak to someone. There is no excuse for this with the profit this company makes!! No one there has yet been able to successfully get the injection "pen" to us so he can start taking the medicine he has for it.Why does our Government allow a pharmacutical to function this way? If they approach their developments with this same attitude, they are to be avoided at all costs!WHERE IS THE ***** THAT HE NEEDS TO GET HIMSELF OUT OF THE **** HE'S LIVING IN?????

  Business response

  03/08/2023

  Hello, 

  Due to supply disruptions in the growth hormone market,the Pfizer Bridge Program is experiencing very high call volumes and increased demand for Genotropin pen devices. Long hold times are possible on the phone and patients may have to wait to receive a Genotropin pen. Pfizer is working to ramp up production as quickly as possible to help patients during this time and we are committed to supporting the ************************ through this challenge. If you have additional concerns or questions about your options,please discuss with your healthcare provider.

  Regards, 

  - ********************** Representative 

  Customer response

  03/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hold times of 2 to over 5 hours, which we can prove with screen shots, is completely unacceptable for any reason for a company the size, and as revenue producing, as Pfizer. Then, promptly at 8:00 pm when you close, you drop the remaining calls no matter how long they had been waiting! It's beyond words how you operate! The phone number we had to use was NOT just for problems with the "pens"! Anyone using that phone number faces the same hold times. And you "ran out" of something, the "pens" for human growth hormone, so important to so many - especially children!! That you would even try to excuse such behavior is beyond imaging, pathetic and disgusting. I have forwarded details to upper management of Pfizer, and esculated this to the appropriate ********** agencies. There is no excuse you can give for such a lack of caring and total disregard for the customers you've committed to with your drugs and other developments. This attitude obviously prevails throughout the company. We were told lie after lie about availability and delivery dates. I will not let this stand as acceptable. This is a clear warning for anyone considering doing business with Pfizer through the purchase of any of their products.

  Pfizer is the absolute worst company that I have ever dealt with!!! It's scary to think that our ********** allows a company to operate in such a deplorable manner.

    

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  03/24/2023

  Hello,

  Global supply disruptions in the growth hormone market have significantly increased total call volumes to the Pfizer Bridge Program. While the Bridge experienced long hold times in February and March, Pfizer has been working to address this situation as quickly as possible and hold times have been reduced. As of March 21, patients and providers should expect to wait no more than ~***** minutes on average or they can request an automated call back.We sincerely appreciate your patience as we work to continue to address your inquiries as quickly as possible.
  
  -Patient ************** Representative 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried on multiple occasions to by calling Genotropin a Pfizer company at **************. I am on hold for long periods of time. Nobody answers the phones or returns calls. I was told I need to call this company to get the pen which is needed to inject the medication. However, not once have I gotten anyone to answer or return calls for a medication I need to administer. I have the medication in my possession but cannot administer.

  Business response

  03/08/2023

  Hello, 

   

  Due to supply disruptions in the growth hormone market, the Pfizer Bridge Program is experiencing very high call volumes and increased demand for Genotropin pen devices. Long hold times are possible on the phone and patients may have to wait to receive a Genotropin pen. Pfizer is working to ramp up production as quickly as possible to help patients during this time and we are committed to supporting the ************************ through this challenge.
  

  If you have additional concerns or questions about your options, please discuss with your healthcare provider.

   

  Thanks

   

  - ********************** Representative 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of the Pfizer Encompass program for their drug Inflectra since the summer 2021. My specialty pharmacy, *******, generally submitted my rebate requests directly to Pfizer and received those checks on my behalf. In June 2022, I was notified by ******* that they hadnt received checks from Pfizer for 2 separate dates of service: 10/5/21 and 1/13/22. I then began the first of many calls to Pfizer Encompasss agents to get checks reissued. Twelve calls later and Im receiving final notice letters from *******, threatening to send my accounts to collections. Ive come here but Ive exhausted every option with Pfizer and have spoken to 8 or more agents trying to resolve this issue to no avail.

  Business response

  03/08/2023

  Hello,

   

  Our team has been in contact with ******* and have resolved the issue that has delayed payment. The payments are now being issued and sent to ******* as soon as possible. Apologies for the delay in resolving these payments.

   

  Thanks

   

  - ********************** Representative 
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a product from they manufacturer called CAVERJECT IMPULSE and it malfunction the needle jam the plunge on it and I'm trying to get a refund or a replacement of the medication but they told me they don't do replacement medication they just do refunds and the address they have me sending it to the ** box in ********** is not a valid address my letter got returned to me and then when I check with the post office they tried to look up that company address in the system in ********** and nothing comes up and then when I call the company they say that's the only thing they have on record to send your receipt into to get a refund and they could not give me any other answers other than they'll check with their tech support in the back office and get back to me but then when I asked for the tech supports information in case I don't hear anything in a couple days they said they're not allowed to give that information out it's just really weird and overwhelming I just want a refund so I can purchase the medication again.

  Business response

  03/01/2023

  Thank you for taking the time to contact Pfizer.
  

  
  In order for us to process your refund request, we will need the pharmacy receipt for the last filled prescription that includes the patient's name, pharmacy contact information, prescription number, drug name and quantity, cost to the patient, and date filled. (Please note only one refund per product, per person, per lifetime may be available.)

  
  If you do not have a receipt, please contact the pharmacy where the prescription medication was purchased to obtain a copy.It is NOT necessary to return the unused prescription medication to Pfizer to obtain a refund. You should dispose of any unused pills carefully. Do not flush prescription drugs down the toilet or empty them into your sink or storm drain unless the drug label or other patient information specifically instructs you to do so. You may wish to consult your local authorities for disposal instructions specific to your location.

  
  Please mail the copy of the pharmacy receipt to the following address.

  
  Pfizer Product Refund Program

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

  
  Please note that it generally takes 4 to 6 weeks to process a refund request.

  
  Please note that Pfizer will only review reimbursement requests for Pfizer prescription medications purchased in ***************** (and its territories) from pharmacies regulated by the **** Food and ******************** or **** Products from sources such as Internet pharmacies not regulated by the *** and foreign sources are therefore not eligible for reimbursement review. This is because Pfizer cannot be certain of the origin,authenticity or compliance of these purchases. We apologize for any inconvenience. In these cases, you may want to contact the point of purchase for assistance.

  
  Thank you once again for contacting us.

  Customer response

  03/01/2023

  Better Business Bureau: I reject this because I sent you the receipt and I mailed it to that address of which you speak of and you can see the photo I sent into the better Business bureau that it got returned to me because there is no such address that exists like the ************* *********** said.
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  03/15/2023

  Hello *************,
  
  We are writing in response to your letter to the Better Business Bureau in which you requested a refund. We want to confirm that on 03/02/2023, you emailed our third-party vendor your receipts and they were able to process your refund the same day, as well as provide you with the check number for your records.
  
  Please advise if additional information is needed.
  
  Thanks

  Customer response

  03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

*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. ↩