Service is horrible. Private message not answered after five attempts. NEVER answer phone. Continually insist they haven't received a prescription even after it's been sent electronically three times and by phone once. No real way to communicate with them, messages and voicemails consistently ignored. Take my advice from a long time trying to work with them, DO NOT EVEN TRY!
They mail stuff now, the call hold times are ridiculous and the service is horrible. They charge for same day meds, when they would not before. I will be removing my family's meds from here immediately
I was a fertility customer with Optum Pharmacy but they sold/moved their fertility practice over to Alto. sucks for us! We are trying to conceive and I need a drug only they can deliver. I have received it bc "I'm out of the delivery zone". seems insane when I live in GA. so I go over a month without the drug, trying peptides to reply it but I had an allergic reaction to those. so now 6 weeks later I'm desperate and call them back. on hold for an hour. the CS rep kept saying the same stuff, out of delivery zone. then she said I'm not a fertility patient in their system. i ask how could that be when it's a fertility drug? she didn't know so I asked her to find out with her supervisor. she comes back with the answer that a fertility clinic didn't call in the script, my GP did, so I'm not classified as a fertility patient so thats why no delivery. Fine! but why couldn't you tell me that 6 weeks ago!?! I asked to her explain and she cut me off. kept interrupting. I'm like, I've been on hold for an hour, the least you could do is hear me out. she said she's not interested in that and she can just put me on hold for another hour. wtf? I asked for her name and she hung up on me. WOW. I will get her name and update the post. she was the WORST. so rude. absolutely ZERO empathy. struggling to conceive is VERY stressful.
The current issue is I was shorted 10 pills, called Alto who found they did short my script and sent the additional 10 the next day. The last two months I tried to fill they pushed my fill date out by 5 days which would be five extra days for the 10 extra pills except The 10 pills were shorted so I don't have five extra days of medicine and they won't fix this. I can't fill with them anymore. This is the current problem I've had many many other problems but this is the one I'm going through right now.
I have been a client of Alto Pharmacy for approximately three years. From the outset, I have been thoroughly impressed by their consultations, auto-refill program, user-friendly website layout, and the promptness in the delivery of medications. I have referred several individuals to Alto Pharmacy, and I hold them in high regard, having left numerous positive reviews. I manage multiple medications, and there has not been a single issue that they have been unable to resolve. Their messaging system is exceptionally user-friendly, and their response times are commendably swift. I hold this pharmacy in high esteem.However, I received a notification yesterday indicating that they would cease supplying my Schedule II medication, which they have provided for nearly two years. The notice did not include an explanation for this discontinuation, and as a 72-year-old individual, I particularly valued the convenience of their medication delivery service, as I prefer to avoid unnecessary travel. I am quite distressed by their decision to discontinue this particular medication, necessitating my search for an alternative pharmacy. I prefer to consolidate all my medications in one location.At this juncture, I am contemplating whether to continue my relationship with Alto Pharmacy, given that they did not provide any rationale for the cessation of this medication. The absence of an explanation in their correspondence is concerning. This experience is unprecedented for me, as I have never encountered a pharmacy that selectively determines which medications to fill. I am deeply disappointed in their service.
Terrible service. They started out ok, but now that I’m having an acute issue, I’ve been waiting for a resolution to my issue for three days with no end in sight. All this time without the meds I need, suffering so badly and I can’t transfer the scrip to another pharmacy (part of my issue). They are unreliable when you need them most. They were a PITA for birth control, their couriers can’t follow simple directions, and I have NEVER cleared up an issue I had with one contact. Avoid. This service needs to grow up and learn how to effectively handle urgent issues bc at present they are incompetent. Polite but rarely useful support. I’d leave no stars if I could.
As many other reviewers have indicated, Alto has gone severely downhill in recent months, and they don't even follow their own advice.They constantly cancel orders, reschedule, then cancel again. Their telephone wait times exceed 45 minutes.Their AI responses to text messages are only self-serving to their company. They claim to be "working with your provider, and waiting for an answer" to many issues, which is totally false.They are totally inept at providing what has been ordered from my medical providers in a timely, acurately-priced manner. If you neeed insulin, you won't be able to receive a 30 day supply at $35, as required by the Biden administration. They bill you for a 50 day supply at $70, regardless of the prescription. This is a terrible example of a money grab.If you are expecting a pharmacy that has your best interests at heart, you need to look elsewhere.
Do not trust this pharmacy with your credit card!I'd been paying $8 copay for a medicine. My insurance remained the same but a few numbers on the RXBIN changed (they really have been unable to explain it exactly). They did not obtain prior authorization from Blue Shield under the new RxBIN (it had been authorized previously by Blue Shield until 2039) so just shipped it without working to get it authorized and charged my card on file over $3500. I was told that that they did not obtain authorization because "Blue Shield has been making them wait for hours on the phone this year". I have spend over 2 hours trying to get Alto to get it authorized or take it back.They did not call or email or text me that the charge would be about 500 times what I had been paying - they just shipped it.
Their job interviews are automated, there are no real interviews. Took 30m to fill out the application, rejection in 3 second. Don't wast your time with these clowns, stuff is truly subpar.
Driver stole my prescription pain pills and Alto is covering for them. They deleted all evidence of the delivery. I filed a police report. These are not professional people and you can't trust them with narcotics.
Bad customer service and didn't provide any information regarding covid tests.They informed me to check the app or online. I called and they told me to check online, I'm talking to a person in real time, why check online??
This time Alto said that they would deliver a needed medication last night…so from 6 to 10 I waited. The tracking app said the car didn’t move…I reached out and they said I had to reschedule for Monday. 3 days without the pill…I inquired again. The medication was not in the delivery vehicle last night and I couldn’t get it until Monday because they were out. Why didn’t you tell me that whenI ordered? Must be against a law or should. More shoddy service!
I have been an Alto customer nearly since the inception of the business. I was an early adopter in San Francisco. Unfortunately, the customer support has been on a nosedive, particularly over the last year, and I’ve reached the end of my rope. Orders are constantly rescheduled same day, even if you schedule the delivery weeks in advance. The delivery drivers are inept (today I had a missed delivery because the delivery driver was calling a random phone number instead of mine, no idea where they got it from), and rescheduling a delivery is an absolute nightmare. If you miss your delivery, they will give your medication to another customer and then tell you it’s out of stock. There’s no way to directly contact your delivery driver, so you have to go through support, but the chat takes hours to respond and the hold time for calls is typically about an hour. It seems like Alto has lost sight of the fact that people rely on their medications, and in some cases, it could be a matter of life and death. I have lost countless hours dealing with issues and attempting to contact support. I hate to go through the hassle of changing pharmacies, but unfortunately, Alto has left me no choice. I just can’t trust them anymore and I can’t afford to have my life throw into disarray over and over due to their negligence. If you are reading this and have life altering prescriptions (heart medication, insulin, scheduled meds, etc), I am urging you, please look elsewhere for RX delivery. Do not put yourself at risk. Alto may be fine for routine, non-urgent prescriptions, but if you need reliable service, do not use.
I was introduced to Alto through my doctors office and figured I would give them a try since my local Walgreens had gone downhill. I had no idea how good I had it. Alto is the most frustrating company I have ever worked with. Customer service is almost non existent. Bots answer their messages so all you get back is form information that has nothing to do with your concern. I am a diabetic and taking my medication regularly is of vital importance and I have never had so many disruptions in my medications as I have had since dealing with this company the last 2 months. They are quite literally putting my health at risk. Working now to move all of my prescriptions from this awful company and be done with them forever. This company is a danger to those who need regular medications, 100% do not recommend.
I have a credit charge on my statement from Alto, and I don't have an account from them. I never heard of them before the bill came in. They tell you on the phone to go online, but then they ask to start or provide a password. They don't answer the phone. I guess I will have to dispute the charge with my credit card company.
Terrible service. I initiated the transfer from another pharmacy to Alto. After completing the online form, I contacted Alto to explain that the time was of the essence and asked them if they could expedite the process. The representative advised that I had to wait for 24-48 hours. In 48 hours my request still wasn’t processed so I called the transferor pharmacy to ask them send the prescription to Alto as soon as possible. The representative for that pharmacy told me she would do it right away. I still haven’t heard from Alto after that so decided to call to check on the status of transfer and was told that the transfer was declined because the substance was controlled in my state and, as a result, the prescription had to be sent from the doctor directly to Alto. First, I don’t understand why Alto could not tell me this at the very beginning when they saw what the prescribing was for but instead advised to wait for transfer. Second, no one even notified me to inform that the transfer could not be completed. Very disappointing experience. Will not deal with Alto ever again.
I've had my medications not be delivered multiple times. I'm also sick of their 24 hour to never response time.
.original review submitted in error
BMO ALTO has no customer service. Nobody comes on phone line. I opened an account with my wife. They sent invitation to my wife via email. When invitation opened, they send password which is valid for few minutes. At that time phone was in car so could not log in. Later tried, previous password didn't work and never send new password even with repeated request. My self-tried to login and they were sending verification code to phone number which is not ours. Phone call didn't help as there is no live person to talk. (On first day of enrolling gave instruction to transfer money from BMO to BMO ALTO. No message regarding non transfer or receipt of request.
Won’t answer their phone and can’t get to my account on line.
