Sig Req’d Heart & Asthma Meds Left Unattended
So my beta blockers (signature required for hand delivery) & my mast cell stabilizers (commonly stolen/ misdelivered by USPS) were randomly left in our unsecured lobby, labeled as “heavy” - big thanks from a wheelchair user with loose joints who uses your “service” to avoid unnecessary injury & emergency titration off medication. Luckily people were in the lobby, helped me slide it onto my lap, and i can push it onto the floor myself upstairs. 25 mins on hold to find a “courier delivery “ Missing meds with courier delivery? Wow. Unable to reach support by phone. 20 mins on hold POST “delivery”. Save yourself the time. Says delivered, but delivery person is not responding to calls & support line does not answer. May as well go back to CVS Caremark & USPS who misdeliver my meds 50 + percent of the time… on hold while typing this.. silence… They Mail Auto Refills/ Lost in the Mail I joined Alto for courier deliveries so USPS would stop losing my prescriptions. Everything was going well, until I tried the auto refills and was surprised to get tracking info for my medication nemesis, USPS. Of course it’s MIA, and Alto is trying to mail me new refills every few days to a week apart for the next few weeks :/ I thought they consolidated orders and couriered them together. This is a mess. If I wanted mail order I would have stuck with my previous pharmacy.
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Sig Req’d Heart & Asthma Meds Left Unattended
So my beta blockers (signature required for hand delivery) & my mast cell stabilizers (commonly stolen/ misdelivered by USPS) were randomly left in our unsecured lobby, labeled as “heavy” - big thanks from a wheelchair user with loose joints who uses your “service” to avoid unnecessary injury & emergency titration off medication. Luckily people were in the lobby, helped me slide it onto my lap, and i can push it onto the floor myself upstairs. 25 mins on hold to find a “courier delivery “
Missing meds with courier delivery? Wow. Unable to reach support by phone. 20 mins on hold POST “delivery”. Save yourself the time. Says delivered, but delivery person is not responding to calls & support line does not answer. May as well go back to CVS Caremark & USPS who misdeliver my meds 50 + percent of the time… on hold while typing this.. silence… They Mail Auto Refills/ Lost in the Mail I joined Alto for courier deliveries so USPS would stop losing my prescriptions. Everything was going well, until I tried the auto refills and was surprised to get tracking info for my medication nemesis, USPS. Of course it’s MIA, and Alto is trying to mail me new refills every few days to a week apart for the next few weeks :/ I thought they consolidated orders and couriered them together. This is a mess. If I wanted mail order I would have stuck with my previous pharmacy.
Missing meds with courier delivery? Wow. Unable to reach support by phone. 20 mins on hold POST “delivery”. Save yourself the time. Says delivered, but delivery person is not responding to calls & support line does not answer. May as well go back to CVS Caremark & USPS who misdeliver my meds 50 + percent of the time… on hold while typing this.. silence… They Mail Auto Refills/ Lost in the Mail I joined Alto for courier deliveries so USPS would stop losing my prescriptions. Everything was going well, until I tried the auto refills and was surprised to get tracking info for my medication nemesis, USPS. Of course it’s MIA, and Alto is trying to mail me new refills every few days to a week apart for the next few weeks :/ I thought they consolidated orders and couriered them together. This is a mess. If I wanted mail order I would have stuck with my previous pharmacy.
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Glitchy app, poor service, will waste your time
The app itself is glitchy and frequently gives incorrect delivery dates when checking out with prescriptions.
The service is terrible. Very slow. Only worth it for very simple prescriptions. If you have upwards of 10 prescriptions you can safely assume that they will screw up time and time again. When you have issues it will takes days, sometimes weeks for them to get back to you. Trying to get ahold of a representative can be a nightmare with wait times easily over 20 minutes, at times over 45 minutes.
They seems to save money on slashing customer service and support which ultimately wastes more of your time trying to chase down solutions for the problems their system creates.
The problem with this app is customer service is completely cut out. Their system is so unsophisticated that it will charge you for medications normally covered by insurance if you take a between dose of a medication (ex a 100 mg and 250 mg because the manufacturer does not make a 350 mg dose). I tried speaking to them about this and they said they would fix it but the problem remains. Not worth my time or money.
Do not get prescription needles filled with Alto, they will send subpar needles that are awful to use and retain air in the needle. Upon speaking to them they leave the message unanswered for over a week.
The service is terrible. Very slow. Only worth it for very simple prescriptions. If you have upwards of 10 prescriptions you can safely assume that they will screw up time and time again. When you have issues it will takes days, sometimes weeks for them to get back to you. Trying to get ahold of a representative can be a nightmare with wait times easily over 20 minutes, at times over 45 minutes.
They seems to save money on slashing customer service and support which ultimately wastes more of your time trying to chase down solutions for the problems their system creates.
The problem with this app is customer service is completely cut out. Their system is so unsophisticated that it will charge you for medications normally covered by insurance if you take a between dose of a medication (ex a 100 mg and 250 mg because the manufacturer does not make a 350 mg dose). I tried speaking to them about this and they said they would fix it but the problem remains. Not worth my time or money.
Do not get prescription needles filled with Alto, they will send subpar needles that are awful to use and retain air in the needle. Upon speaking to them they leave the message unanswered for over a week.
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Terrible communication and under-supported customer service
Using this app has been the most frustrating customer support experience I've ever had filling prescriptions, which is saying a lot. If everything is running smoothly and you have no issues, the app is great. It's wonderful to just have your medications delivered without any fuss. Unfortunately that has rarely been the case for me. The support messaging feature means that one conversation resolving one issue can span over several days even a week—there's no support line you can call for more direct service or to address an emergency. When I eventually ran out of supplies to manage my diabetes after almost two weeks of messaging back and forth, I had to seek out emergency ones from my doctors office because Alto could not resolve the issue and could not provide me with a clear answer why in a timely manner. Luckily I checked several weeks in advance the next month because the same issue was about to unfold again without any heads up or warning. I don't blame the individual customer support agents who I suspect are overwhelmed with tickets, but the company for their lack of support and options. It's honestly unacceptable that my pharmacy would prevent me from having these supplies and would make so little effort to help.
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Always an issue, poor communication
This used to be a great app and great service. Then over the past two years the app got buggy, slow and crashy, the service got unreliable, and it’s now about as bad — if not worse — than dealing with the old school chain pharmacies we all tried to escape from.
There’s always something wrong, and when there is you get a generic super long message that’s buried deep in the app. If you follow the notification to the message, the app crashes or doesn’t work properly. This has been an issue over multiple releases now.
When you respond it can take hours. Last time they couldn’t verify my insurance I just paid full price for the meds. The next day I got a message that there was an issue. Had to dive knee-deep into the app to find it. Guess what: they couldn’t verify my insurance. I had to explain to them that I had already paid full price and need to do follow through on their commitments to deliver the meds. What a crapshoot.
There’s always something wrong, and when there is you get a generic super long message that’s buried deep in the app. If you follow the notification to the message, the app crashes or doesn’t work properly. This has been an issue over multiple releases now.
When you respond it can take hours. Last time they couldn’t verify my insurance I just paid full price for the meds. The next day I got a message that there was an issue. Had to dive knee-deep into the app to find it. Guess what: they couldn’t verify my insurance. I had to explain to them that I had already paid full price and need to do follow through on their commitments to deliver the meds. What a crapshoot.
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Used to be great
The pharmacy and the app have gone downhill in the last year to the point that they aren’t getting the basics right anymore. Alto keeps adding hurdles to check out: leave a tip, add other stuff to your order, leave a review. I don’t want to review every interaction I have. I don’t want to impulse buy a bunch of crap at checkout. I don’t want to pre-tip a delivery on an order you will reschedule.
They lost a prescription from my doctor. They have a button to request refills but neither of my doctors have ever gotten one of my refill requests from Alto.
Alto has rescheduled (ie delayed) multiple prescription refills for me this year, including for medications that I need to take every day or taper off. They don’t call/text you to say they are canceling. They send an in-app notification to “confirm” that they are rescheduling. The notification says “respond Y to confirm”. If you don’t respond, they reschedule anyway. I did not confirm you could reschedule, Alto, and now I’m out of my meds.
They lost a prescription from my doctor. They have a button to request refills but neither of my doctors have ever gotten one of my refill requests from Alto.
Alto has rescheduled (ie delayed) multiple prescription refills for me this year, including for medications that I need to take every day or taper off. They don’t call/text you to say they are canceling. They send an in-app notification to “confirm” that they are rescheduling. The notification says “respond Y to confirm”. If you don’t respond, they reschedule anyway. I did not confirm you could reschedule, Alto, and now I’m out of my meds.
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The absolute worst pharmacy imaginable!
There isn’t one positive comment I can make about doing business with this company. They fail in every category when it comes to customer service and care.
If you need a medication immediately like an antibiotic you’re out of luck. They can only deliver medication if it’s not needed in approximately 3 days. Even if you give them ample time to fill a prescription they often don’t have it in stock, which they fail to tell until the time it’s supposed to be delivered.
The whole company is a train wreck! I was forced to use them when the company I was using got bought out by alto in a hostile takeover. It only took me a month to find out how really bad they are.
I know that all the customers who were with NowRx and were brought over to Alto are extremely unhappy and have moved their business elsewhere. The doctors I’ve spoken to regarding them has been abysmal and have actually asked their reps not to visit the office anymore.
I’m going to try and let as many people as possible how bad this company really is so that I can prevent another patient going through what I did.
If you need a medication immediately like an antibiotic you’re out of luck. They can only deliver medication if it’s not needed in approximately 3 days. Even if you give them ample time to fill a prescription they often don’t have it in stock, which they fail to tell until the time it’s supposed to be delivered.
The whole company is a train wreck! I was forced to use them when the company I was using got bought out by alto in a hostile takeover. It only took me a month to find out how really bad they are.
I know that all the customers who were with NowRx and were brought over to Alto are extremely unhappy and have moved their business elsewhere. The doctors I’ve spoken to regarding them has been abysmal and have actually asked their reps not to visit the office anymore.
I’m going to try and let as many people as possible how bad this company really is so that I can prevent another patient going through what I did.
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Truly abysmal
Customer support “aims” to get back to you within 1-2 business days, but if the answer actually requires any thought or work, they will drop you indefinitely, or dodge your questions with silence until you press repeatedly. If you try to call, they will put you on hold and then hang up on you after 20+ minutes. They will not work with your insurance and will refuse to reimburse you for any retroactive coverage. They will also not provide a detailed, itemized receipt, even if you end up having to manually submit for reimbursement. Their app will reschedule deliveries to a later date without your knowledge or awareness, and may outright cancel it altogether.
This morning, the app conveniently encountered errors when trying to either schedule a delivery or send a support message, until 9:01 AM, a minute past the cutoff for an early same-day delivery.
In short, they do nothing a pharmacy should do, and everything a pharmacy should not do. Avoid like the plague.
This morning, the app conveniently encountered errors when trying to either schedule a delivery or send a support message, until 9:01 AM, a minute past the cutoff for an early same-day delivery.
In short, they do nothing a pharmacy should do, and everything a pharmacy should not do. Avoid like the plague.
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So Far Awesome
I was with Alto when they 1st opened and I raved to all my coworkers to get them to use Alto. I had leave for a bit but the customer service representatives I spoke to today, Tiffany and Jessica were so incredibly kind and supportive reminding me of what great customer service is again and my faith restored in pharmacies. I read all the reviews and decided to use my past experience to make my own decisions no I was not disappointed by the customer service given today so I don’t know where the bad reviews of no customer service came from because I just waited my turn in queue and I got a love person.
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NOT a fan!
Edit: coming back to say that as soon as I can get all my prescriptions switched away from Alto, I will be closing my account. Multiple times I have been waiting on scheduled deliveries, only to have to reach out myself and be told the medications are out of stock and that the newly scheduled delivery date (which by the way is just picked automatically without regard for whatever your schedule may be) doesn’t guarantee the med will actually be in stock then. This is DANGEROUS!!!! Not all patients can afford to wait days for a medication, nor advocate for themselves to discover that Alto doesn’t even have it in stock. How wildly unethical — this will compromise someone’s health (and frankly has already affected mine). This is not acceptable — I can not afford to rely on a pharmacy that can’t deliver medication consistently, my life is quite literally at risk.
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