Southern Pharmacy Services

Review: Southern Pharmacy was the elected pharmacy used at a nursing home my father lived in in Virgina for several months. He was overcharged for his medications on a regular basis. On November 18,2014 he passed and we expected to hear from the pharmacy. When we did not, I contacted them on February 19, 2015 and alerted them that they owed a refund of the overcharges. I was instructed to wait 6-8 weeks. No check has been received. I called back on April 16th and was instructed to wait one more week. I called again in June, was told the person of contact would call me back the following Monday and surprise, I have never received a call back. They stated that the amount owed was $681.66. I calculated more. Regardless, they have not made any attempt to make any payment since his death nearly 9 months ago.Desired Settlement: I would like copies of every statement sent to my father so I can confirm the amount they stated they owed is correct, and a full refund. Our Fathers' long term health insurance was fined and had to make an additional payment for not refunding benefits in a timely manner, perhaps the pharmacy should as well.

Business

Response:

We have addressed the customers concerns via email and US Mail and apologized for the delay in the refund check owed to her. We have also taken steps to verify that all refund checks are mailed to customers in a timely manner and to the most recent address that we have on file. The account in question was not overcharged but was credited and rebilled at insurance company negotiated rates after a multi-month dispute with the customers insurance company. The insurance company accepted responsibility for the claims after multiple calls from the pharmacy and Nursing Home where the customer was a resident. HIPAA rules prevent us from sharing further details about this issue however I will discuss the account directly with the customer and work to resolve any remaining issues.Sincerely [redacted]Director of Finance and Administration

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], as well as received a personal letter from the business regarding my complaint. The business responded within days and a refund was issued. I am very satisfied with the result of the complaint, and found them to be apologetic, professional and helpful. I would not like to see this accidental oversight in my case, be a negative reason that one would not do business with them.

Regards,