Rite Aid

On 6/1/2022 I called Rite-Aid Pharmacy in Hamden, CT (6:48 pm) because my Freestyle Libre Sensor fell off. A young woman answered and was very nice, but what I hadn't realized was that my new insurance went into effect on 6/1 and I had not gotten my card yet. I said I would see if I could get the insurance information and I would call back.

When I did I asked for the girl. I was put on hold briefly and then the man came back on asking me for my birthday. The gentleman who answered (I know him by face, not his name), quickly put me on hold then told me that I had to wait until the prescription was up for renewal. I tried to explain the sensor fell off and that my sugar had been dropping severely at night and I relied on it to notify me when it dropped. He told me with a saver card it would be $80 plus dollars. I told him I had new insurance and then his voice sounded distant and he sounded like he was berating what I assume to be the girl for not telling him that first. At first I thought he was talking to me, but his voice sounded very distant.

He requested a VIN# and a PCN number which I was not given. I said I would call back. I contacted the insurance company and they very kindly called the store with me on the line to provide the info to them. The same gentleman answered, we heard him say there are two on the line and to hold on, the phone was then hung up.

The man from the insurance company called back, and after numerous rings the phone was picked up and muted. The insurance man said he can see on his end that the phone was muted and that they were on the line. The pharmacy hung up again. We tried calling again and the same thing occurred. This all happened between 7:30 & 7:45 pm on 6/1/22.

I realize the pharmacy closes at 9pm but they still had 1 1/2 hours before closing. I am left without a sensor and no way to know if my sugar dips during the night. I will not be getting much sleep. This was unprofessional, and totally unacceptable. My family has been going to this pharmacy for years and I am seriously considering moving my prescriptions to Walgreens or CVS. I am truly beyond upset.