PolarisRx

Most amazing staff and reliability. You can depend on them

I wish I could give Polaris zero stars because their customer service is so poor, they don’t even deserve one star. My mother resides at an assisted living facility which used Polaris for the first half of 2017. After the first bill being sent in a timely manner and showing an itemization of her medications, every bill sent after simply stated “balance forward.” I had no information on what I was paying for. Every call I made to the customer service number went to a voice mail which was never returned. Finally, my mother’s facility changed pharmacy services. I continued to receive bills without knowing what the charges related to. Eventually, after many calls, I spoke with a customer service rep who said he couldn’t help me because the account was closed. I was put through to his manager’s voice mail which simply stated that he was no longer an employee. After many more frustrating attempts, I was contacted by a Polaris employee who apologized for the confusion, sent me a full itemization and informed me the account was paid in full. Three months later, I received another bill from Polaris, including charges for medications from after the facility had canceled the contract with Polaris. I sent a letter, with a copy of the employee’s correspondence stating the account was closed. I also questioned why the charge after they were no longer contracted. No one called or reached out to me in any way–they simply sent me another bill, subtracting the amount which occurred after the cancellation of the contract. I paid the remaining amount because my sanity is worth something but I must also mention that despite repeated requests to please send all correspondence to me and not my late-stage demented parent, they continue to send all correspondence to her, which in turn has to be forwarded to me. Without a doubt, this company is one of the most poorly run organizations I’ve ever come across. I urge any facility to not pursue a contract with Polaris.