Ever since we had to start using your online pharmacy company, there have been issues. A bad bottle of meds, a shipment sent back because the bottles broke, not being able to re-order meds until a specific time which meant we wouldn’t have meds for vacation. Every couple of months I’ve been on the phone with you, jumping through your hoops like a good girl, trying to be nice to your customer service people. Because frankly, it’s not their fault your rules and procedures stink.
But now…oh, now you’ve gotten my back up. Not a smart move.
Backstory – my daughter Maura has a seizure disorder. Her neurologist prescribed Trileptal, to control her seizures. It worked. It worked beautifully. Within a few weeks of starting it, Maura made several developmental gains. She had no side effects. It was a beautiful relationship Maura had with Trileptal.
And then you stepped in. First, you decided we had to get it through you. It’s considered a maintenance medication, as she’ll be on it for years, therefore, it’s less expensive for our insurance to fill it through your company. In theory, it should have made my life easier. I mean, prescriptions dropped off at my doorstep? Wonderful! Except things went wrong. It didn’t make my life easier.
Then you decided to screw with my daughter’s life.
The last shipment we got has started this chain of events. The package was broken along the way. I called about it when I read on the FedEx site that her medication was being sent back. We were running low and since it had taken three weeks from when I ordered it to this point, I was concerned that we’d be out of medication before the new shipment would even be processed. The customer service rep said to me that the generic was being shipped out. Generic? What? He used the full name (oxcarbazepine), which is the type of medication Maura was on. Not knowing if there was a miscommunication, I decided to wait and see.
The package arrived and inside, a full shipment. Four bottles of generic meds. Not our beloved Trileptal (and let me tell you, you do come to love your child’s seizure meds when they work well.) First thing I did was call the doctor. He explained that there shouldn’t be a difference as it should be the same meds, he’d been prescribing it to patients, and most generics were made by the same company as the brand name. I read off the company name and he said “Oh. No, that’s not the same company.” He assured me I could call if there were any problems and he’d get her switched back. Reassured, I decided to give it a try.
Within the first week, her teachers reported that Maura was very cranky. When I say cranky, I mean her teacher who adores her called me up and said “I’m glad today was a half day, she’s being a little beast!” Keep in mind, Maura’s usually a happy, laid back child. She continued to be cranky, with moodiness added in. I took her and her sister to dance class. Maura has to wait while her sister goes first. She spent the entire forty-five minutes howling and screeching in the hallway because she didn’t understand why she couldn’t dance with her sister. She knew this the weeks before the medication switch. She suddenly became afraid of showering – the girl who loves the water so much she should have been a mermaid, now afraid of the shower? Ridiculous. Last weekend, she had an episode that we think might have been a partial seizure. She got scared and was shaking. Afterwards she was fine. But we were done with these meds.
So I called the doctor, and they called in a new prescription. The box arrived today and we were all excited. “We” meaning myself, my husband, her siblings who were tired of her screeching, her two teachers and her aide. I glanced at the invoice slip…and to my surprise saw that I owed you $80.
Now, this should not be! So I called…once I found a phone number, then hit zero because I didn’t want to refill a prescription, but that was the only phone number on the invoice. I finally got a human being, who explained to me that because the prescription was a name brand, I was charged $80. I asked for clarification, because it didn’t make sense. I was told that since the doctor chose the name brand when there was a generic available, we had to pay $80. I said “Even though we tried the generic and it caused side effects?”
Yes, that’s right. If I want the medication that doesn’t turn my daughter into a moody, cranky, water-fearing girl, I have to pay $80 a shipment for that privilege.
Even better – according to your customer service representative, my options are -
A) an appeals process that will take weeks and we may be denied anyway.
or
B) have the doctor try a different medication that doesn’t cost as much.
That’s right! I’ve been told by your company to mess around with my daughter’s seizure medication by “trying new medications”. You may sell prescription medications, but you obviously don’t know how they work. Or else you know that you don’t just switch seizure medications, and that when you find one that works and doesn’t cause your child all sorts of side effects, you stick with it like glue. I refuse to screw around with my daughter’s seizure medication so you can save a few dollars.
I had the customer service rep file a formal complaint, because I was told there was no one else I could talk to about this matter. No live person was available who could talk to me about this. But maybe I can get through to you via the Internet. I can at least voice my disgust for you here.
All I want is the medication that makes my daughter feel good, controls her seizures and helps her develop the best she can cognitively. You are against that because it will cost you too much money. Ergo, I now feel that my daughter’s well-being isn’t as important as your profit margins. For that I say, thanks for nothing.
Sincerely,
A really ticked-off mom
P.S. – thanks for following me on Twitter after I posted that I hated you. Maybe someone will actually read this now and something will happen.