ComplaintsforStonegate Pharmacy
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Complaint Details
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Initial Complaint
08/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Doctor ordered a prescription refill and order entered the pharmacies queue 7/19/24. Payment was withdrawn from my bank 07/29/24.I have messaged and called multiple times to get order status & shipping information and have not received any response. I want them to stop ignoring me and deliver my prescription or provide an immediate refund.Initial Complaint
08/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My provider initiated my prescription on 7/10/24 to Stonegate; 7/16 I received text that they were getting started on filling RX. On 7/29, I sent a text inquiring as to the status of the *** as the payment of $230 had been posted from my account on 7/27. I received no reply and called the call center on 7/30 and was only able to leave a message with an individual stating I would be sent an email or text within 24 hrs, which did not happen. I sent another text inquiring as to the status on 7/31 and 8/1. On 8/2 Stonegate sent a text stating this was the busy time of year and turnaround time is about three weeks from when the prescription was entered into system. On 8/6 I sent another inquiry text this reply stated the range was now 14 to 21 business days and this information had been disclosed in initial registration text (it was not), and that time could also fluctuate during summer and New Year but my RX would soon be shipped. However, ironically, on 8/6 they did send another text stating it was now time to refill the prescription that I have not received and to go through their website or automated system to do so. I, yet again, reached out to Stonegate on 8/12 regarding the status of this RX and have had no reply.Business response
09/06/2024
One of our technicians spoke with the patient. Every question she had was addressed by the technician and explained the process of the prescription. The patient understood, and was satisfied with the information given.Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I want everyone to know whats going on because Im scared someones going to get hurt, or worse- killed, from this place. I ordered a REFILL on 7/12/24 and they charged my card on 7/16/24. Today is 8/10/24 and I still dont have my refill. The online status stayed at RPH checked from 7/16/24 to 8/3/24, which means my prescription was verified and waiting to be compounded. On 8/3/24 I left a ****** review letting others know what was going on, and less than an hour later the status changed to Verified, which means a pharmacist verified my medicine and it has just been sitting there waiting to be shipped ever since (see pic attached with their own description). Its now 8/10/24 and the status hasnt changed and I still dont have my medicine. The potency for this medicine is only 21 days after its been compounded, which means even if it magically landed in my lap right now, itd only be good for 14 days. This is gross negligence. Additionally, I submitted an updated patient form with my refill request that included new FSA info. They still make you put another card on file, even though you pay with FSA; so I specifically wrote in the notes to please charge my FSA ending with ####. Of course, they charged my debit card instead.Ive now been waiting a month for my medicine. They charged the wrong card. And Ive now been out of medicine for three weeks. They dont respond to texts or reviews. You cant reach anyone when you call other than their call center that only takes a message and no one ever calls you back. Im so frustrated that I just requested to cancel my order and refund my money. I now have to completely restart my treatment because Ive had to go so long without my medication. One last thing - please look closely at their online reviews. They seem to be very inconsistent, almost 1-to-1 for someone leaving a 1-Star review then someone leaving a 5-Star review with a lengthy review praising them. Seems a bit odd to me.Business response
08/12/2024
Spoke to the patient today. Technician Supervisor explained the process. Patient is happy we contacted him and understood the process.Initial Complaint
07/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Stonegate Pharmacy charged my HSA card $180 to refill a medication sent by doctor on July 10th. They have not provided a tracking number or any information regarding the status of my medication. I have called, text, emailed them and they simply do not respond. At this point I want a. delivery of my medication or b. and immediate refundBusiness response
08/01/2024
We are reaching out to the patient. The prescription will be delivered today.Customer response
08/02/2024
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.
Regards,
*****************************Initial Complaint
06/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Beginning 5/21/2024, I reached out to Stonegate pharmacy to update billing and shipping information prior to having a prescription refilled. I spoke with someone from their call center for just under 10 minutes providing the individual with my updated payment and shipping information, the individual encouraged me to go through the automated system to refill the prescription and assured me that someone would contact **** proceeded with refilling the prescription via their automated system same day, 5/21/2024. This began a series of text messages as it seems it is impossible to speak to a live person. I was instructed via text to fill out a patient registration form, which I did, and included the new credit card for payment as well as the new shipping address, same day 5/21/2024. I do not receive a confirmation of any kind.Fast forward to 5/29/2024, I receive a text message from a different phone number informing me that a shipping label has been created, includes tracking information and that the number is not monitored, so no need to reply. Next day, 5/30/2024, I see that the incorrect credit card has been charged a sum of $240.00. I immediately began texting the main number ************ regarding the error, I texted them a total of 5 times on 5/30/2024, and 1 time again 5/31/2024. I also called ************ 5/30 & 31/2024 only to speak to someone at their call center who assured me someone would contact ****t is now 6/3/2024, and the **** tracking number: **********************, indicates the order is being shipped to my previous address where I no longer have access to. In my view this is fraudulent as I have been charged in full for a product that I will not receive.I have made many diligent efforts to contact Stonegate regarding this order but at this point it seems they are just ignoring me.Business response
06/04/2024
Good Afternoon,
We reached out to the patient. There was miscommunication through the answering service. We did apologized and refunded him his money back. He was very rude even after explaining what happened. We still were able to take care of him.
Customer response
06/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and it takes what it takes. I would deter anyone from EVER using this pharmacy.
Regards,
***********************Initial Complaint
04/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On March 25th 2024 The pharmacy texted me with information about my prescription and with the amount it would cost which was $130.On March 31st my bank was charged $138.33 which I assumed was my prescription plus tax.Then on April 3rd I had another charge from Stonegate Pharmacy for $41.77.I tried contacting them by phone and was left on hold for an hour before I hung up.I contacting them by text on the 3rd and on April 9th they texted me back saying it was the rest of my payment for my $180 prescription. I have asked for an explanation of the difference and have gotten no answer.Business response
05/03/2024
Good evening,
Our pharmacist manager spoke with the patient and explained that we had made a mistake with the pricing. We apologized and she understood everything and is still using the pharmacy.
Initial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My doctor sent a prescription over to Stonegate. After reading all the terrible reviews online, I called to cancel the prescription. This was well prior to it being filled. When you call, you can't get the actual pharmacy, just the call center. I left a message with the operator telling them I was cancelling the prescription. I received text messages from five different Stonegate numbers and each one does not address my concern. They charged my credit card and will not address my previous call to cancel the items.Initial Complaint
10/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Please see text messages attached. I am sure they will say it was his card, the fact is every time the message says it is going to charge me it doesn't, then twice weeks later from supposedly processing I would get a message that the card didn't go through, why are they waiting weeks before charging it after communications and orders? Then I gave my sensitive information through text and they still said they need a new form, and they requested it. Then I talked to someone on the phone who said they promise they will get someone to call me to give my card information to and they never did! She promised it wouldn't get dropped again. I never got a call and then it all started over again. You can follow the chain of madness by reading the text chronologically and then checking your call logs. Is this a racket?Business response
10/26/2023
Our pharmacist directly contacted the patient and resolved the issue. The patient understood the situation and we took the appropriate measure to take care of our patient. The patient did not file this complaint. Also, Text request is hippa compliant.
Text Request - HIPAA Compliant
Text Request ***************************
From initial lead to appointment, bill pay to ongoing care, run your practice on texting. Text with patients through our secure HIPAA compliant messaging service. Learn more.Customer response
10/26/2023
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.
Respectfully,
*******************************
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Customer Complaints Summary
9 total complaints in the last 3 years.
8 complaints closed in the last 12 months.