• Report: #1028379

Complaint Review: Doctors Foster and Smith

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  • Submitted: Wed, March 13, 2013
  • Updated: Thu, March 14, 2013

  • Reported By: Dawn — Irving Illinois U.S.A.
Doctors Foster and Smith
2253 Air Park Road, P.O. Box 100 Rhinelander, Wisconsin United States of America

Doctors Foster and Smith Drs. Foster & Smith Do not order Prescription Heartworm, Virbac does not sell to online pharmacies! Rhinelander, Wisconsin

*Consumer Comment: HIPPA for vets

*General Comment: HIPPA for Vets

*Consumer Comment: Nice try, Gordon.

*Author of original report: Side Stepping and name calling?

*Author of original report: Side Stepping and Pointing Fingers instead of correcting

*UPDATE Employee: Incorrect story being told

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I have been ordering from them 10-13 years or more. I currently have 2 small dogs, and I order Virbac Iverhart Plus through my veterinarian, because he stopped carrying it. NOT because I get it cheaper. 

On March 1st. I gave my two little ones their monthly heartworm pill. I turned the box over to find it had expired. I immediately called Dr. Foster & Smith. I was told to send the 4 remaining pills back for exchange. I did, and I used the return information they gave me. I also photo copied the tracking information. (They do not honor their satisfaction, replacement guarantee, even if they tell you that on the phone and all over their website.)

Today, March 13, I received a call from Cameron. She stated that she would issue me a credit for 1/2 of the box of pills! We went round and round with that. After seeing a vet to get the prescription and being told to send them back for replacement. So I had DH call back and he asked for a Manager. When he was done with them lying to him and covering their tracks, he found  he had a supervisor! not a manager. 

I received the call from Cameron at 2:45 pm today. At precisely 3:30 I got an email from their website thanking me for changing my information. This email came in while I was on the phone with Virbac. They had gone into my account and locked me out. I no longer have an account.

So I got curious about why I am having problems with expiration on the Iverhart Plus and the new box, I have now expires on 12 of 2013. I never had that problem when I bought through my vet.

I called Virbac. They do NOT sell any products to Doctors Fosters & Smith!!!! You be careful, because they are not purchasing through the manufacturer. Virbac has no idea where they are getting the products from.

Virbac does not sell to Drs. Foster & Smith. How are they stored? Are they going to work? I do know Virbac told me that the shelf life of Iverhart Plus is 2-3 years. 

Just so you know, Virbac does not sell products to any Internet pharmacies!!! Call them if you want to ask and find out. They are great folks.

I called my Vet and let him know about this also. I will be hearing from him. I will never order from this company again. I told them I would be putting this on the Internet and face book and websites. Their reply was to lock me out of my account!

No wonder they won't replace 4 little pills! They can't because they are getting them illegally. They would rather lose customers over bad service and 4 pills. I am sorry I ordered for so many years from them. NEVER AGAIN! 

I have all the proof and documents to back up everything I have on this company. They need to
be shut down, they are putting our pets at risk selling meds that are not distributed by manufacturers here in the USA.

This report was posted on Ripoff Report on 03/13/2013 07:23 PM and is a permanent record located here: http://www.ripoffreport.com/r/Doctors-Foster-and-Smith/Rhinelander-Wisconsin-54501/Doctors-Foster-and-Smith-Drs-Foster-Smith-Do-not-order-Prescription-Heartworm-Virbac-1028379. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

HIPPA for vets

AUTHOR: ladyfayre - ()

 there are hippa laws governing patient/client/doctor priviledge in vetrinary medicine...Gordon is right in this statement. does not matter if you believe it or not it does exist and veterianrians can be sued and loose their licence if they violate these laws governing such information

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#2 General Comment

HIPPA for Vets

AUTHOR: ladyfayre - ()

 in response to the person who thinks Gordon is blowing smoke i want to inform you and set the record straight...there is in fact a type of hippa in regards to the veterinarian feild...i am a vet tech and a graduate of a veterinarian aaha accredirted school...in school we had a class called veterinarian office proceedures. in this class the subject of a veterinarian form of hippa was dicussed and stressed the inportance of client/doctor/patient priviledge...no one is permitted by government laws to disclose without written consent of the client to disclose any part  of the medical history of the patient.  so in this reagrds me gordon is correct.

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#3 Consumer Comment

Nice try, Gordon.

AUTHOR: Flynrider - ()

  I am a disinterested party in this dispute.  I just happened to be reading replies to the post when my BS meter went off like a fire alarm. 

" My name is Gordon Magee.  I head up Internet Marketing for Drs. Foster and Smith.  HIPAA laws prevent me from speaking directly about this person's apparent personal order for a prescription medication. "

   Who are you trying to fool?   Do you seriously expect anyone to believe that HIPAA regulations apply to veterinary medicine?  

   If you're blowing smoke in your opening, how much of the rest of your post is smoke?   
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#4 Author of original report

Side Stepping and name calling?

AUTHOR: Victim - (U.S.A.)

This is Damage control by false information here people. 

We told them DO NOT CALL us or contact us yesterday after they refused to honor their agreement. Which was for me to return the heartworm pills (really HIPPA for dogs?) and they would exchange them. 

I got a call this morning from a woman who said her name was Michelle. (That could also be false.) I told her to stop harassing me with her "information". She kept it up over and over until I got very rude. I had no choice. But I will be reporting them to the Do Not Call Registry from here on in. I told her that today. I do have the phone conversation from this morning on my recorder because it started recording before I picked up. What would you do if they kept harassing you?

This Gordorn M. Magee stating I said something about Bin Laden is 100% factually incorrect. Those words are not in my immediate vocabulary.  But they are in his, so beware there.  Proof is on my recorder.

What I stated about where they got their drugs was directly from the Manufacturer who is Virbac. The manufacturer warned me not to purchase their product from Drs. Foster & Smith. You can call Virbac Technical and ask they are great people. 800-338-3659.

If this company cared about their customers, instead of saying they did not lock me out of my account, he would of made sure I could get into it. Instead he is here calling me a lair. You know once a company lies, everything they do is a lie as far as I am concerned. You are smart enough people to figure this out.

Their damage control was to get me locked out of Facebook for reporting this story. Check out their face book page, you will not see any unhappy customers. Red Flag there!

They do not honor their Satisfaction Guarantee. They took my pills back and refused to replace them. Why would I pay $2 ship 4 pills back, if they had not told me the would replace them? BEWARE if you do business with them!
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#5 Author of original report

Side Stepping and Pointing Fingers instead of correcting

AUTHOR: Victim - (U.S.A.)

This is Damage control by false information here people. 

We told them DO NOT CALL us or contact us yesterday after they refused to honor their agreement. Which was for me to return the heartworm pills (really HIPPA for dogs?) and they would exchange them.  If they had not told me they would exchange them, then why would I pay $2 to ship pills back? Think about that.

I got a call this morning from a woman who said her name was Michelle. (That could also be false.) I told her to stop harassing me with her "information". She kept it up over and over until I got very rude. I had no choice. But I will be reporting them to the Do Not Call Registry from here on in. I told her that today. I do have the phone conversation from this morning on my recorder because it started recording before I picked up. So, would you get rude when you tell them point blank, no contact and they keep it up? 

This Gordorn M. Magee  is here stating I said something about Bin Laden is 100% factually incorrect. Those words are not in my immediate vocabulary. 

What I stated about where they got their drugs was directly from the Manufacturer who is Virbac. The manufacturer warned me not to purchase their product from Drs. Foster & Smith. You can call Virbac Technical and ask they are great people. 800-338-3659.

If this company cared about their customers, instead of saying they did not lock me out of my account, he would of made sure I could get into it. Instead he is here calling me  a lair. You know once a company lies, everything they do is a lie as far as I am concerned. You are smart enough people to figure this out.

Their damage control was to get me locked out of Facebook for reporting this story. They do not honor their Satisfaction Guarantee, and you can that by looking over the reviews here on Yelp. They took my pills back (even the 12 filtered ones at the bottom of the page) and refused to replace them. BEWARE if you do business with this type of business.
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#6 UPDATE Employee

Incorrect story being told

AUTHOR: Gordon Magee - (United States of America)

My name is Gordon Magee.  I head up Internet Marketing for Drs. Foster and Smith.  HIPAA laws prevent me from speaking directly about this person's apparent personal order for a prescription medication.  What I can say is that when an order comes in to our company for a 12 month supply of a prescription medication and the expiration date of the product is 17 months later, a person receiving such a medication has plenty of time to use it.

Also, as you know from your own prescription medications, doctors give a time frame after which a prescription cannot be refilled.  Once that date has passed a pharmacy cannot refill the prescription.  That would include not being able to provide replacements for pills that have passed their expiration date and that have also passed the date of the doctor's prescription.  Additional authorization from the doctor would be required.

As it relates to whether we buy directly from Virbac, we don't reveal our supply chain details, but what I can tell you is that we only buy from licensed distributors or directly from manufacturers. The implication by this person that we are somehow buying our product from an inappropriate source is false.

We have tried to work with this lady over the phone to resolve her issues, but were accused by her in vulgar language of being related to Osama Bin Laden.  She has not been locked out of any account of ours as she claims and never has been locked out.

I'm hopeful that reasonable minded people who read this will understand the situation.

Thank you,
Gordon Magee
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