ComplaintsforAdvocate My Meds LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This service took advantage of an elderly person trying to access their medications. They charged a monthly "service" fee for completing paperwork and having medications sent to the patient that the manufacturer of the medications would have sent for free. In addition, they charged this $30 per month for 3-4 months without this person ever receiving meds due to it being a "contracted service." They are doing this under the guise of offering her a service which is already offered as free service by the drug manufacturer - they are essentially charging for a service that is otherwise free. I acknowledge my patient signed up for the program but she did so out of lack of understanding and this is a predatory service targeting those who have difficulty navigating the health care system. To charge an initial fee for completing the paperwork is understandable, but to set it up as a recurring monthly charge is predatory, especially considering they took her monthly payment for several months without her receiving her medication.

  Business response

  06/17/2024

  Thank you for bringing this complaint to our attention. We do not have an account associated with this name. As a refresher all of our patients that enroll into our services are required to agree to our voice verification and sign our Terms of Service before working on their account. Our Terms of Service clearly states that the patient is paying a monthly service fee for patient advocacy services, NOT medication.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been dealing with this company for about a year. I paid $49.95 per month to get a prescription. Out of the 12 months I received 5 prescriptions . I would call and ask the status of my other scripts that were late and they said they where always working on it meanwhile they were still deducting $49.95 per month. So for the year I paid $599.40 for 5 scripts. I called and canceled my membership because I couldn't get any satisfaction then 2 days later they deducted another $49.95 So this company owes me $399.60 for scrips I never received but paid for.

  Business response

  04/29/2024

  Thank you for bringing this complaint to our attention. The patient was enrolled into our patient advocacy services on March 15, 2023, agreeing to our Terms of Service via voice recording, via electronic signature, and via wet signature. Our Terms of Service includes but is not limited to our refund policy and the type of service that the patient is purchasing, not medication. We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient should they need a refresher on what they signed off on. We have been in close contact with the patient and immediately stopped billing when services were requested to be cancelled. Were happy that the patient has been approved for their medications and wish them the best.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However, if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  
  

  Customer response

  05/01/2024

   
  Complaint: 21596642
  
  I am rejecting this response because:

   

  I read their rules that I'm not paying for medication but for their service. In my opinion the service is that I receive my meds every month for the service I payed for which was 12 months of payment and only receiving 5 scripts in that 12 month period. I was also charged a monthly fee the day after I got a confirmation email that I had canceled my service. This would make the owe me 8 months of fees over the past year. My next step is to contact abbvie directly as I have $24,000 in my *** of their stock which I'm willing to sell and let the abbvie company know why I'm selling their stock and urge them not to do business with advocate my meds. I cannot get anything resolved over the phone with advocate my meds so I will not take their call. I'm more than willing to accept an email from a decision maker

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

   

  Business response

  05/06/2024

  
  Were very sorry that the patient is rejecting the response. We clearly describe our services to the patient before theyre enrolled into our program, during their enrollment, as well as our refund policy. Out of respect to the BBB and in the interest in solving the complaint we did go outside of our Terms of Service and refund the patient 6 monthly service fees, totaling $299.70. We really do wish the patient the best.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been paying since December and have not received my meds. Every time I call I get the run around and they repeatedly request paperwork to be sent.My wife is having the same issue. She did receive some meds but is now out until 5/3 The doctors office put us in touch with the patient assistance program and said we should not be paying. *********************. 6/2/56 same address

  Customer response

  04/17/2024

  I am paying ***** per month and my wife is paying ***** per month

  At this point we are both out of Ozempic and my husband is out of his diabetic pen injections

  My doctors and I have sent documents via email on numerous occasions  

  I get a run around and different stories and promises of updates via a phone call which do not happen  

   

  Customer response

  04/25/2024

  We still have not heard from anybody

  please update

  Business response

  04/26/2024

  Thank you for bringing this complaint to our attention. The patient enrolled into our patient advocacy services on November 28, 2023,agreeing to the Terms of Service via voice recording, via electronic signature,and via wet signature. We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient.  Once the patient enrolled in our services we began working on their account immediately, including but not limited to phone calls, faxes, and emails. The patient was in contact with us and corresponding back and forth while in the approval process for one medication.  Unfortunately for the other, we did not receive all the necessary documentation for the approval process.  While the patient did not contact us to cancel services, we immediately stopped billing and services when they contacted the BBB.  We do wish the patient the best and hope theyre able to find an alternate solution in obtaining their medications.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

  Customer response

  04/26/2024

   
  Complaint: 21583414
  
  I am rejecting this response because:
  

  Advocate My Meds has all requested documentation from me.  I have sent it more than once   
  

  They do not live up to their word.  I always get told I will receive an update via phone and it never happens  

  I do understand that the fee was for their service, which they have not provided  
  

  What service did I get from December to current date?  I should receive the meds for those months  
  

  Thank you for your assistance  
  

   

   

   

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

  Customer response

  04/29/2024

  Please see all the charges.  
  

  I do see 3 refunds @99.00

   

  Thank you

  Business response

  04/30/2024

  
  Were very sorry that the patient is rejecting the response. We clearly describe our services to the patient before theyre enrolled into our program, during their enrollment, as well as our refund policy. Out of respect to the BBB and in the interest in solving the complaint we did go outside of our Terms of Service and refund the patient 3 monthly service fees, totaling $299.85. We really do wish the patient the best.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Taking ***** out of my checking account for no prescription drugs . I tried to cancel with message to them.Advocate my meds name of company.Address ******************************************************************************************** .This has been going on about 6 mths and just became aware of it

  Business response

  04/04/2024

  Thank you for bringing this complaint to our attention. The patient enrolled into our patient advocacy services on August 8th, 2022, agreeing to our Terms of Service via voice recording and via wet signature. We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient. Once the patient enrolled in our services we began working on their account immediately, including but not limited to phone calls, faxes, and emails. The patient was in contact with us and corresponding back in forth and their application was submitted. While the patient did not contact us to cancel services, we immediately stopped services and billing when they contacted the BBB. As a courtesy to the patient, we went outside of our Terms of Service and refunded one monthly service fee. We do wish the patient the best and hope theyre able to find an alternate solution in obtaining their medication.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I feel I have gotten into a scam. My doctor has sent all the paperwork back, I have supplied all paperwork requested and still no meds. i will call tomorrow and if still more delays, then I will request my money back and end my membership/

  Business response

  02/09/2024

  Thank you for bringing this complaint to our attention. The patient enrolled into our services on December 10, 2023, agreeing to the Terms of Service via wet signature, via electronic signature, and via voice recording.We have attached a copy of their signed terms of Service to this response as a reference for the BBB and the patient should they need a refresher on what they signed off on.  The patients application has already been sent to the drug manufacturer. But when the patient contacted us to cancel, we immediately stopped working on the account and stopped all future billing. As a courtesy to the patient, we did go outside of our Terms of Service and refund their service fee in the amount of $119.90.  We consider this complaint to be closed and hope that the patient can find an alternate solution in obtaining their medication.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/11/23 Advocate My Meds has not helped us to receive any benefits whatsoever after working with them for over a month. They charged my credit card on 11/10/23. Their policy states that the member has 14 days to cancel membership and receive a refund of charges if not satisfied. Unfortunately, it seems almost impossible for them to complete the process of qualifying the applicant and getting the physician's response within that time. They claim that they have done everything they can to communicate with the physician. We will now have to spend another $376.00 on my husband's Janumet medication (manufactured by Merck) so that his health is not at risk. If Advocate My Meds cannot apply "our extensive skills and resources to meet the needs of our patients in an exemplary manner" they should stop advertising that they can. They should put a large message in their advertising that says "we cannot contact your physician by any means other than phone or fax, and if the physician's office does not respond in a timely manner, there is nothing we can do and we are not responsible for actions other than making the phone call or faxing the information to your physician. I am going directly to Merck and other programs to see if we can actually get help.

  Business response

  12/21/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our services on November 10, 2023, agreeing to the to our Terms of Service via wet signature, via electronic signature, and via voice recording. We have attached a copy of their signed terms of Service to this response as a reference for the BBB and the patient should they need a refresher on what they signed off on.  Once the patient enrolled into our services, we began working on their account immediately,including but not limited to phone calls, faxes, emails, and the processing of paperwork to and from the patient and doctor.  While we did receive some paperwork from the patient, we did not receive all necessary paperwork before the patient contacted us to cancel.  When the patient contacted us to cancel, we immediately stopped all future billing on the account.  As a courtesy to the patient, we did go outside of our Terms of Service and refund their service fee in the amount of $49.95.  We consider this complaint to be closed and hope that the patient can find an alternate solution in obtaining their medication.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

  Customer response

  12/21/2023

   
  Complaint: 20991638
  
  I am rejecting this response because:

  The following statement is not true: "While we did receive some paperwork from the patient, we did not receive all necessary paperwork before the patient contacted us to cancel."  Advocate My Meds absolutely did receive all of the paperwork required from us and that was proven in my phone call with *******, who claimed to be a member of "management." ******* contacted me after I posted a negative review on ******* ******* tried to defend the organization and the service that we had received, and in that conversation she told me that they had, in fact, received everything required from us and that they were only waiting for the response from the physician. She said that her representatives had misspoken when they told me that we may not qualify for assistance because of my Social Security income.  ******* said that we were definitely qualified for their program.  After I requested cancellation, they did refund the $49.95 to my credit card which they apparently consider a "courtesy" on their part, although they did not refund the $60.00 initial fee charged on my card. I will be filing a complaint with my credit card company regarding this charge. There is no evidence that Advocate My Meds "began working on their account immediately" as they say in their response.  As a matter of fact, it seems very clear that they delayed working on our application. My husband and I have since gone online with Merck (the manufacturer of the subject medication) and we able to obtain a coupon that allowed us to get the discount on the medication. Advocate My Meds was absolutely useless in the process.
  
  Sincerely,
  
  *******************************

  Business response

  12/26/2023

  Were very sorry that the patient is not happy with the response.  We clearly describe our services to the patient before theyre enrolled into our program, during their enrollment, as well as our refund policy.  While we did receive some paperwork from the patient, we did not receive the necessary documentation needed from the physician before they contacted us to cancel. All is necessary in approval process as explained in the enrollment process.  Out of respect to the BBB and in the interest in solving the complaint we did go outside of our Terms of Service and refund the patient their monthly service fee.  Were happy to hear that the patient found an alternate solution to get a discount on their medication and we really do wish them the best.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was offered a service to save money on my prescription. Instead, I found out that this company's is charging almost three times as much as my insurance. I contacted them to cancel this service the next day and everyone that I spoke with was argumentative and rude and refused to give me a full refund. This business needs to be put out of business as they tell you that their purpose is to save the patient money but they are actually only trying to profit at the expense of sick people. I am disputing the charge of $119.95 and requesting a full refund (not just $59). Your help is appreciated.

  Business response

  12/15/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our services on December 5, 2023, agreeing to our Terms of Service via electronic signature, and via voice recording. We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient should they need a refresher on what they signed off on. Once the patient enrolled into our services, we began working on their account immediately, including but not limited to phone calls, faxes, and emails. Once the patient contacted us to cancel services, we stopped all future billing on their account. We do appreciate that the patient is requesting a full refund but a full refund is only due if the patient is denied assistance, the patient was not. As a courtesy to the patient, we did go outside of our Terms of Service and refund their monthly service fee totaling $59.95. We consider this complaint to be closed and are so grateful that the patient can obtain their medication.
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions. Our refund policy is even stated on the BBB as well for your convenience. (Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However, if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the
  requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs. They are free programs available to those who meet the required qualifications. The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies. Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 2023, I applied to the Program for my name brand Synthroid at a cost of $60 for enrollment and $49.95/mo.. They completed the "application" over the phone. I was asked to provide my pay stub, which i did and they would reach out to my PCP for the prescription. In early September 30 I received a voice message and when attempted to return the call the following week, from my husband phone, the girl was very rude and condescending to me and when I pointed her behavior out to her she hung up on me and blocked the phone number so I was unable to call from his phone. They never contacted my PCP until mid-October, I know this is a fact because the nurse contacted me to verify I had applied for the service. Then I was left a message that they needed 4 consecutive pay stubs. I submitted my most recent 4 pay stubs via email. I received a call that they needed the pay stub for Oct 2 which was missing, I explained to them there is no paystub for Oct 2 because I did not work that week. Then they asked for my W2, I do not have a W2 from this job yet as I just started in ************* representative argued with me, I told them to cancel my account. On November 3 I sent an email requesting the account be canceled and a full refund of all money I have paid. They have charged me for 4 months and the membership fee and I have yet to receive my medication. I just received a phone call asking me to reconsider, all I have to do it provide them with my W2. I told the lady as far as I am concerned this is a scam, I requested the account be closed and all my money be refunded. She continued to try to talk me into continuing the service, I finally told her I would not reconsider, I feel that this is a scam and ended the call.

  Business response

  11/14/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our services on August 31, 2023, agreeing to our Terms of service via voice recording and via electronic signature.  We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient should they need a refresher on what they signed off on. Once the patient was enrolled
  into our services we begin working on their account immediately, including but not limited to phone
  calls, faxes, and the processing of paperwork to and from the patient and the doctor.Unfortunately,
  while we did receive some paperwork from the patient, we did not receive all necessary documentation
  for the approval process. As a courtesy to the patient, we did go outside of our Terms of Service and refund all service fees totaling $149.85.  We consider this complaint to be closed and we do wish the patient the best and hope theyre able to find an alternate solution in obtaining their medication.
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions.Our refund policy is even stated on the BBB as well for your convenience.(Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4-15-23, I applied to the ****** Program for Xarelto at a cost of $60 for enrollment and $49.95/mo. service fee for my husband. I was told he qualified after giving them the amounts received from his social security awards letter. I was told $60 would be charged on **** and $49.95/mo beginning **** and for every month after but I was charged both amounts already in April and $49.95 in May and July. Numerous contacts were made, each time wanting more information which I supplied. The end of July, I was told he doesnt qualify but they recommended Eliquis instead. I was asked to check with the dr. before canceling our membership but could then get a refund for all Id paid to date. His dr wants him to stay on Xarelto but Im now being told the enrollment fee and first month is non-refundable.They should be made to tell us in advance of this practice. Its up to the dr., not them to change medications but I was not made aware of this. I thought I was dealing with ******. I feel they should pay the full $207.95 which I have been charged since I have acted in good faith *** feel Ive been misled .

  Business response

  08/15/2023

  Thank you for bringing this complaint to our attention. The patient enrolled into our services on April 17th,2023, agreeing to our Terms of Service in writing, electronic signature, and via voice recording.  We have attached a copy of their signed Terms of Service to this response as a reference for the BBB and the patient should they need a refresher on what they signed off on.  Once the patient enrolled into our services,we began working on their account immediately, including but not limited to phone calls, faxes, and the processing of paperwork to and from the patient and the doctor.  Unfortunately, while we did receive some of the paperwork from the patient, we did not receive all the necessary documentation for the approval process.  Once the patient contacted us to cancel their services we stopped all future billing on their account. We appreciate that the patient is requesting a full refund but a full refund is only due if the patient is denied assistance, the patient was not.  As a courtesy to the patient we did go outside of our Terms of Service and refund 2 monthly service fees totaling $99.90.We consider this complaint to be closed and hope that the patient is able to find an alternate solution in obtaining their medication. 
  
  If the patient would like a refresher of what they agreed to via recorded verification, here are some bullet points listed below.
  Refund Policy
  You were explained the refund policy again which is online 24/7 and which is stated to you in a recorded verification before you even finish enrolling. The Refund policy states, "If you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place." (Please take a look online to verify) We make sure you are completely aware of this before proceeding with our enrollment because once you agree our advocates start the process right away to not waste any time getting you assistance as soon as possible. You were fully aware of this before the process even started. Just because you complain to the BBB does not give you precedence over our clearly stated terms and conditions. Our refund policy is even stated on the BBB as well for your convenience. (Bottom page of the BBB) " Advocate My Meds refund policy is very specific in nature. Please visit the company's website at www. Advocate My Meds.com/privacy-policy for complete details. "Our terms and conditions are specific in nature to every patient.
  Refund Policy (Stated in your recorded verification, located on our website and BBB)
  Refund Policy
  Because we care, we would not want you to pay for our service if we cannot save you money. Assuming all your provided information was complete and accurate, we will refund all of your payments if you do not qualify for the *** programs that result in a savings for you. To request a full refund submit all your denial letters from the pharmaceutical companies involved within 120 days of the date of enrollment in our program to our address. Once received, abiding by the terms and conditions, we will then issue a full refund of enrollment fee and initial monthly service fee.
  However,if you are dissatisfied with our initial set up with Advocate My Meds, a refund can be issued without denial letters sent. If a cancellation letter is received within 14 days from the date the first payment is processed, Advocate My Meds will refund the initial monthly service fee without the requirement of denial letters. Initial paperwork sent to the patient by Advocate My Meds must be returned with the cancellation letter for refund to take place.
  In regards to our services, you were explained exactly what it is we do on several different occasions to make sure you completely understood.
  Service
  (Which you agreed to in our recorded verification before starting the service)
  You understand that we are assisting you to apply direct with the manufacturing pharmaceutical companies patient assistance programs.They are free programs available to those who meet the required qualifications.The fees you are paying are not for your medications, and are not co-pays, but for our services; which include the initial application process, the refill process, the required follow up and applying for any additional medications you may be eligible for in the future. Is that clear for you? (You stated yes via recording to this question)
  Website FAQ Tab
  Question: Is my *************** Fee for the cost of my medications
  Answer: No, the monthly fee you pay is for our services, not for the medications. Our job is to help facilitate the completion of the applications for the prescription assistance programs, assisting in the refill process, and to act as a liaison between you and the pharmaceutical companies.Many medications are offered for free through the manufacturing pharmaceutical companies assuming you meet their specific requirements.
  

• Initial Complaint

  05/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted advocate my meds because I couldn't afford my medication. I agreed to pay 50 dollars per month for my medication to be mailed to me every 3 months. I paid an initial fee of 60 dollars and have paid 50 dollars for the last 3 months and haven't received any medication yet. I've talk to customer service several times and I'm always told that my medication is in the mail. I have yet to receive anything since I started this process 3 months ago. No one seems to know what is happening when I call to check the status of my medication. I have no other recourse to get my medication so I am stuck dealing with advocate my meds company. They are still drawing a monthly payment out of my account and I'm receiving nothing .

  Business response

  05/30/2023

  Thank you for bringing this complaint to our attention.  The patient enrolled into our patient advocacy services on March 15, 2023. Were currently in close contact with the patient and their doctors office to resolve any issues that they may be facing. As a courtesy to the patient, we have waived several monthly service fees to accommodate their specific situation.  Were happy to say that we look forward to continuing to assist them to be their patient advocate.

  Customer response

  06/01/2023

   
  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.
  
  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. ↩