CenterWell Mail-Order Pharmacy

"Some of the worst customer service I've ever had to deal with. There was a copay savings card for my specialty medication that CenterWell Speciality Pharmacy never told me about. I'm using a new pharmacy now and they were able to retroactively refund me for all of my past orders after applying it within a few days. I've been trying to get the same refund with CenterWell for the past month without success. Every agent I talk to says the refund will occur in 1 to 3 business days and it never happens (with no one ever calling me back). None of them have entered notes in my profile (despite claiming to have done so), so I have to repeat myself every time. Of the four agents I've spoken to, all of them have been hard to understand, unhelpful, and/or curt. After all of this hassle, they refused to issue a refund despite telling me it would be possible to do so in previous conversations. They are now claiming it's "impossible since the account is terminated" and "something I'd need to contact my insurance about". My insurance provider has said that the refund would have to come from them, so it's clear that they're just trying to find an excuse not to reimburse me. Avoid this pharmacy at all costs. They have no respect for their customers."

"I tried a bunch of times to get information on a specialty med I am prescribed to see if I could get it through Centerwell, but the people on the phone who can hardly speak English continually interrupt me with their sales pitches, have no education about medications, have no clue what they’re doing, and can’t understand a damn thing I’m trying to say. I’m done with them."

"Staff are difficult to understand and they don't know what they are doing. Humana would NOT work with my doctor to get an authorization for my medicine. I still don't have it, and I don't feel good. I gave up 7 hours of my time being on the phone with them. Very difficult to talk to an actual pharmacist. No one wants to do their job. When you call the pharmacy, the people who answer are not pharmacy techs and they don't know what they are talking about. Even my over the counter order was inaccurate. I talked to their " clinical pharmacy" against my will. Someone who barely spoke English was telling me to take another medicine. She couldn't pronounce it and wouldn't spell it for me. She knew absolutely nothing about the medicine she was supposedly recommending. Scarey stuff. She was not a doctor or nurse. When I finally got a pharmacist, things were explained but even they refused to help get an authorization form sent to my doctor. So when I had the Authorization Department on the phone, I asked them to fax it to my doctor. They said NO. Also I got a medication from Centerwell Pharmacy that was working inconsistently. I took some of the caps apart. Some of the caps had no medicine in them! I reported this and absolutely nothing was done. I DO think the actual pharmacists are good, but they are working in a failed and unsafe system."

"Centerwell left a message on my cell for a refill. When I called back the message said "thanks for returning our call but they didn't recognize my phone number and to enter the 10 digit phone number! Which I did. About 5 times. Finally looked up a different number and called and got the prescription ordered. Another thing ...when they call me it says Telemarketing. For the most part I will not answer. Why not say Centerwell instead. Very dumb"

"absolutely horrible company to work with. First you can't get anyone who can communicate in comprehensible english. I called several times because I'm hard of hearing and I can't understand the operators with a very heavy accents and the call center they are working from has so much background noise from other callers you can't tell if your talking to a representative or if the one next to them is talking to you. As I asked to talk to a supervisor I was put on hold, after over an hour I did hang up and try again. Called again and was put on hold again, after about 10 minutes a person did answer who was a pharmacy tech, who had very broken English (again), still couldn't correct the payment issues or maybe just didn't understand. this issue still hasn't been corrected and centerwell keeps billing my bank account for unauthorized medication. so frustrating, all I get and yes i tried several times and always got a different person along with a different answer and still can't talk to a supervisor. I was forced to call my bank and stop the billing transaction that centerwell was trying to push through. I'm sorry but their communications suck and as for their customer service I get better customer service at MVD."