Top Foods

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Problem Resolved
Posted by Starlord on 06/25/2008
LACEY, WASHINGTON -- I had posted a review of Top Foods in Lacey, WA, after I was told by a pharmacist there that they did not take my insurance and didn't know anyone who did. I also had sent an email to Top Food directly, explaining the problem. I received a very nice email from a Customer Service Representative who seemed genuinely concerned by my complaint. I say this because it did not have the feel of a 'boilerplate' form letter. She had taken my email to the VP in Charge of Pharmacy Operations for his input into the matter.

It seems that, for whatever reason, an outside service was working in the store during that time frame, and the pharmacist did not know the procedure. They stated he should have called another store for advice on how to proceed, instead of acting so officiously. They writer was very apologetic, and assured me that Top Food does indeed accept Secure Horizons/AARP, and they hope I will give them another chance to serve me.

Problem resolved professionally and in a timely manner.
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Posted by Anonymous on 2008-06-25:
Hi Starlord. I am very glad that you were able to get your matter resolved and extremely happy that you did not receive a standard apology form letter. I work for an insurance company's pharmacy department. If you run into this type of incident again please call customer service. They will be able to find another local pharmacy in your area that will be able to fill your prescription in a timely manner. Network services will also contact the company of the pharmacy on your behalf so education materials are sent to the pharmacy that will provide all of the necessary information (BIN/PCN/GRP numbers etc) needed to submit your prescription claims electronically so there will be no questions if an outside agency is operating the pharmacy.
Posted by Anonymous on 2008-06-25:
Great news Starlord.
Posted by jktshff1 on 2008-06-25:
great review and very helpful.
Posted by Starlord on 2008-06-26:
John, thank you for your input. The only question I really have, why was an outside service filling prescriptions in Top Food's pharmacy? Doesn't TF have any pharmacists of their own? Good store, great prices, everyone esle is great, PLUS, they have IMO!!!!!! That stuff is harder than hen teeth to find, and I love it!
Posted by Anonymous on 2008-06-26:
Hi Starlord. Your question is a good one and I would (for consistency sake) want to know as well. I cannot say for sure but I believe what may have happened is a regularly scheduled pharmacist was not available and a contract pharmacist (from a temp agency) may have been filling in at Top Foods. They may not have been familiar with the insurance protocols in place. This is by no means an acceptable excuse, but a possible explanation. I am really please that Top Foods stepped up to the plate, and I love seeing reviews like this. :) Thank you for your post.
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Top Does Not Accept National Insurance Card
Posted by Starlord on 06/22/2008
LACEY, WASHINGTON -- I went to the Top Food store in Lacey, WA to fil a prescription. Crystal presented my Secure Horizons/AARP card to the pharmacist, and she was assured there was no problem and the prescription would be ready in about fifteen minutes. After twenty minutes, I went to join her, and she told me the pharmacist didn't know which number on the card to enter into the computer. He was on the phone, and I was prepared to show him which was my member number. He got off the phone and said Top didn't take that card, and he didn't know anyone who did. This is a national insurance provider, and administers my Medicare. Does this mean if I am in an accident, I can't go to the hospital because my nationally recognized insurance isn't any good in Washington? Luckily, I only take this medication once a week, so I have time to locate a pharmacy that knows what they are doing. I shall not be returning to Top any time too soon.
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Posted by tnchuck100 on 2008-06-22:
Not all pharmacies accept all insurance plans. You should go to the Secure Horizons website and see what hospitals, doctors, and pharmacies accept them.

This information should be checked out before signing up for any insurance plan.
Posted by spiderman2 on 2008-06-22:
My eye doctor recently stopped accepting my insurance. My coverage is through the largest insurer in my area. It is their decision and their choice not to accept it. It is my decision to try to find someone else who will or to pay full price and hope I get reimbursed.
Posted by *Brenda* on 2008-06-22:
Actually Top Foods is on the Secure Horizon website as accepting the card. The clerk must have entered the information wrong.
Posted by Starlord on 2008-06-22:
Crystal here....Starlord found several pharmacies online that take his insurance card, we'll go to one of them tomorrow, we're in Washington on vacation, and intend to move here as soon as we can wrap things up in Arizona.

It was the pharmacist at Top Foods who entered the information, and he said that they couldn't take that card from Secure Horizons, which also goes through AARP. Probably a glitch in the system.

We really weren't that impressed with Top Foods anyhow, I'll stick with Safeway and a few that I am familiar with.
Posted by Starlord on 2008-06-23:
For the people who took me to task, this is the first time I have had any problem at all with having a prescription filled, and I have been with Secure Horizons since it was under it's original banner. Of course, this is the first time I have tried to fill a prescription anywhere but my home base in Arizona. Why would I check to see if Washingto, Indiana, or Oklahoma stores worked with my insurance carrier? You sort of expect a pharmacy to fill prescriptions. Pardon me for trusting that your insurance is going to be accepted when it is needed.
Posted by Ponie on 2008-06-23:
starlord, I know you'll think I'm piling on, but if this is the first time you've had a script filled away from your home base, that's *exactly* the reason you should have checked it out before hand. Good luck with the move.
Posted by Starlord on 2008-06-24:
Ponie, the insurance card was accepted with no problem at Wal-Mart and we'll get the prescription in the morning, got a nice email from Top Foods and the card IS accepted there, they just had someone new working there who didn't know what he was doing....instead of admitting he didn't know, he made a big too do that they didn't take it and no one else would either.
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