H-E-B

I had an unpleasant experience with the HEB Pharmacy today. I attempted to purchase my Wife's prescription on 9/24/2021 at approximately 7:30 PM. I was told the prescription was filled on 9/23/2021 and could not be refilled. I asked where, and the answer was; "it was not to be found in your computer system". But, I was definitively told that the prescription was not filled at HEB SR 2338/Williams Dr. Georgetown, TX. I spent about an hour and a half checking with other pharmacies we had worked with before HEB. I called and discussed the issue with Humana the prescription service provider. They informed me the prescription was filled on 9/22/2021 at the HEB Pharmacy SR 2338/Williams Drive.

Has anyone from HEB EVER attempted to use the drive-thru pharmacy or walk-up pharmacy? In order to communicate with HEB staff, you have to speak loudly because the audio system in the drive-thru is inadequate, and the noise from the street and the fans at the front door is so loud and the COVID screens in front of HEB staff mean you also have to elevate your voice to be heard by HEB staff.

Has anyone at HEB ever heard of privacy? Loudly stating your name and birthday is NOT privacy.

I returned to HEB today and explained the problem, which is HEB filed with Humana on 9/22/2021 for my wife's prescription. While I admit I was not in my happy place, whoever I was speaking with told me to calm down and sit down. Since I recognized that this was not an attempt to de-escalate the issue, I did explain to this very rude person about the noise level at the entrance behind me and the COVID privacy screens in front of me, and frequently having to repeat myself to HEB staff who cannot hear me the first time. I was told that HEB filed and then returned the prescription. What does that mean since the HEB associate from yesterday and today both claimed HEB did not fill the prescription but Humana was billed. Since this is Medicare, is this an example of Medicare fraud? After this experience, I am not sure I believe the excuse provided, due to too many missing details. Or, do I really think your computer system screwed up?

The prescription was filled, immediately, late from the original request date, and I left.

With due respect, if you want to deal with someone already upset, telling them to calm down and sit down is not an effective response to de-escalate the issue. The Pharmacy industry in general sucks with respect to customer service, HEB included. We chose HEB pharmacy because we shop there. We spend $200 per week on groceries, and approximately $2, 000 per year on pharmaceuticals. I counted 16 prescriptions between my wife and myself, which we fill at HEB. So in advance of my social media campaign, I am determined to get to management at HEB first. I do not believe the explanation, and I am not happy with HEB Pharmacy at SR 2338/Williams Dr. Georgetown, TX. I am contacting Humana as well to get an explanation of the system so that I can be accurate in my statements to/on social media.

Personally, I do not believe the excuse the Computer system did it. I do not appreciate the way I was treated, and I do not appreciate HEB Staff. Your pharmacy organization lit a fire that I am considering fanning to a conflagration. Also, I may have to file with Medicare regarding the fraud of filing and then not filling a prescription.

Desirable resolution? Really? Do you care?
1) Improved acoustic system for drive-through Pharmacy. This is for improved privacy.
2) Significant noise reduction for indoor Pharmacy. By the way, you do realize that most seniors are hard of hearing? Use a DBspl meter and noise test. HEB Covid baffles in a noisy environment do not provide adequate privacy for personal information.
3) I would appreciate an explanation other than the computer did it. At this time I do not trust HEB Pharmacy staff, SR 2338/Williams Dr., would you?
4) I would consider de-escalation training for HEB staff. Your staff was not very effective in this case. You may consider telling someone who is already upset to sit down and shut up, may not get the response you anticipate.

Jay Taylor
105 Longfield Dr.
Georgetown, TX 78628
[protected]
Jay.Taylor.[protected]@outlook.com