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Aetna RX Home Delivery Major Failure!

My test strips woes of the last month or so have been well documented between my blog and Twitter.  The CVS fiasco being the worst part of it.  The chapter has ended, but it seems that the book is continuing.  Let me explain.

I contacted Aetna RX Home Delivery because I have to use them because of the insurance that I have.  I contacted them on Tuesday April 13 and gave them my credit card number to ship my testing strips.  I explained that I would need them by Friday, so I will pay the additional $20 to ship them overnight to me.  I hear nothing on Wednesday, nothing on Thursday and nothing on Friday.  I called them back and asked if the supplies had shipped yet, and they said no, the order hasn’t even processed.  Well that right now makes me feel good that I needed them rushed and 3 days later the order hasn’t processed.

Since I was leaving to go up north, I had the address changed to my PA address.  Well Thursday of the next week, after I came home from New York, my strips still weren’t there so I called Aetna once again.  They proceeded to tell me that the strips were already delivered, to my Florida address.  By this time I am pissed because I explained that I needed them in PA.  The customer service rep agreed with me that it was Aetna’s fault because she saw the notes in the system.  I asked them to overnight the strips to me in PA and when I got to Florida I would send back the other box.  She said that I couldn’t return them and if they did reship them since it was their fault,  that I would still have to pay the copay of $90 for them.  That is when I lost it.  Why would I have to pay for a whole other shipment and not be able to return something because you made a mistake?  That makes no sense to me what so ever!

I didn’t hear anything back from them on Friday or Saturday, so I had to call them again this morning.  They still haven’t shipped out the re-order they said they were still reviewing the case.  I told them that there is no reason to review the case because I am no longer in PA, so that rush delivery is no longer needed, but I’m glad that my emergency means 4 days to them.  I finally received my strips, but I wanted my $20 refunded back for the overnight shipping because they shipped them to the wrong address and they just sat in my FL mailbox for a week, so why should I pay for overnight shipping?

I was told that customer service can’t do anything about it, but document it, and it is up to the reship department to make the decision on whether I will receive my $20 back for overnight shipping.  I don’t know what kind of investigation is needed, you charged me for something that you did not provide, so give me my damn money back!

Aetna RX Home Delivery, you have just made the list.  You can join CVS in customer service hell!