Osco Pharmacy Complaint - ignored report of safety issue
N. KANSAS CITY-ARMOUR RD, MISSOURI -- Approx. 07/2004 I was in the Osco Pharmacy on the corner of Armour Rd. & Swift in North Kansas City, Mo. When my 5 year old son tripped over what I thought was just a rug that was in the middle of the isle. When I looked closer, I realized that the rug was there to cover up a huge hole that was in the floor where the tile had came up & part of the wood was chipped away under that. My son was not injured other than a little scratch on his knee. As we were standing there, what appeared to be a manager(his shirt was a maroon color) walked by & I stopped him (not to complain, but just to nicely inform to avoid anyone else from getting hurt). I told him, "I'm not complaining, but my son just tripped over that rug there, & it seems to be covering a hole there.- You might want to get some sort of sign or something to warn people walking through here so no one gets hurt." - I was not smart in ANY way. The response I got from him (as he continued walking & never even stopped to acknowledge the seriousness of the issue)was very smart & rude. He said, pointing to the rug, "Well, that's why the rug is there!"...... I went on back to the pharmacy area to pick up my sons prescription & I told the lady there about the hole in the floor & the thin rug covering it & she told the pharmacist.... & they both just laughed and asked who I spoke with. I told them who it was & the pharmacist said "yeah that sounds right."...... & they ALSO did nothing. THEN, when the pharmacist brought out my sons prescription, I told her that it would have to go through another insurance because I had switched Rx plans (due to my custody case I was appointed to cover the insurance for my son now) She said that they had already rang it up through the prior insurance. I asked if it would cause any problems to switch it over to the correct insurance plan. She said, irritated, "Well, no, but it will take about 10 minutes" I told her that was fine & returned to the counter in 10 minutes. When I returned she said she could not fill my sons singulair w/o Dr. auth. since it was under a new insurance plan. I (still being polite at this time) explained that my son has allergy induced asthma & that w/o that medication the drainage from his allergies would cause him to have problems with his asthma & he would be on a breathing machine for a week. She said well, there's nothing I can do now because you insisted I go all the way through the system again & change all of the insurance info." I said "yes, and you also told me that there would be no problems if I did" (at this point I'm irritated). Then she smartly says "Well... that's not our problem.".... I asked where they got there customer service training & she ignored me. Then I asked if I could just pay regular price (w/o) insurance for 2 pills until they got the o.k. from the Dr. & she said they couldn't do that. I said "uh, yes you can because I've had to have you guys do it before (this was not the first problem I'd had with them). So, she went & asked the pharmacist & came back & said "I can only give you 2 pills that way." I said "Fine, Whatever, he HAS TO HAVE THIS MEDICINE" So she went ahead & gave me those but then told me that it could be up to 2 weeks before they get the auth! So I said - "Do I need to do it? Would it be better if I just called the insurance & the Dr & set it up for you?" She said that it would be better if I did.... (Is this NOT there job????) So, I went ahead & called the Dr. & insurance Co. & had it all set up & done in less than 24 Hrs.... 2 weeks huh? Oh, & just FYI while I was in line the elderly gentleman that was in front of me had yelled at them because he had been sitting there waiting for what he said was 2 hours for his prescription & the lady behind me pointed out to me that they always messed up her orders too & that every time she came in to pick up a specific prescription, they charged her different amounts & never once was it what her co-pay was supposed to be & no one would offer her an explaination. I will NEVER go to that pharmacy again. They have a total lack of concern for their customers & try to take the lazy way out of everything!