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Doctor and Clinic Reviews
Defy 'Call-in Fee'?
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<blockquote data-quote="lunchbeast" data-source="post: 244908" data-attributes="member: 17414"><p>Just wondering if anybody else has run into this situation...</p><p></p><p>I recently contacted Defy to learn which labs I needed for my next follow-up appt. I had the rep add them to my cart with the intent of paying for them before Jan EOM to take advantage of a 10% discount.</p><p></p><p>When I went to complete the transaction on Jan 30, I did a quick math check in my head and the numbers did not add up. Pulled out the calculator to double check and sure 'nuf, the numbers did not add up. The individual tests added up to $406, but the cart total as $436 (see attachment). Checked again, and again, and again, thinking I had to be making a mistake, but nothing changed. The total for the listed items was $406, but the cart total was $436.</p><p></p><p>Shot off an email with a screen image of my cart to Defy, thinking this was a very obvious arithmetic error in the website software, for an explanation. The response referred to this as a 'call-in fee' -</p><p></p><p style="margin-left: 20px">"There is a call-in fee in your cart along with your labs. $406 is the total for the labs and $30 is the price of a call-in fee."</p><p></p><p>More back and forth, but the gist is that there is this 'call-in fee' that is charged for calling in prescriptions to your own preferred pharmacy as opposed to theirs (ie, Empower, etc), which I do...just not this time. This was added to my cart even though I was just asking about labs. Most importantly, it did not show on my side, as you can see in the attached image. It got added into the total, but no line item for it. Had I not checked the math, I would have paid for this without knowing. </p><p></p><p>I was told the Defy staff can see it on their side, and I was told I could have it removed, which I did. However, I never really got satisfactory explanation as to why it was added in the first place, nor why I couldn't see it.</p><p></p><p>I don't know if this 'call-in fee' is routinely added to my, or anyone else's, cart. I don't always double check the math, and I doubt most people do. I hate to sound accusatory, but this feels kind of shady. It's one of those situations where the company could routinely add the 'call-in fee' to every transaction, then claim it was an accident, human error, etc. if somebody challenges them on it and then remove it. Remember, it doesn't show up in the cart. If it's not noticed and challenged, they simple collect an extra $30 on every transaction.</p></blockquote><p></p>
[QUOTE="lunchbeast, post: 244908, member: 17414"] Just wondering if anybody else has run into this situation... I recently contacted Defy to learn which labs I needed for my next follow-up appt. I had the rep add them to my cart with the intent of paying for them before Jan EOM to take advantage of a 10% discount. When I went to complete the transaction on Jan 30, I did a quick math check in my head and the numbers did not add up. Pulled out the calculator to double check and sure 'nuf, the numbers did not add up. The individual tests added up to $406, but the cart total as $436 (see attachment). Checked again, and again, and again, thinking I had to be making a mistake, but nothing changed. The total for the listed items was $406, but the cart total was $436. Shot off an email with a screen image of my cart to Defy, thinking this was a very obvious arithmetic error in the website software, for an explanation. The response referred to this as a 'call-in fee' - [INDENT]"There is a call-in fee in your cart along with your labs. $406 is the total for the labs and $30 is the price of a call-in fee."[/INDENT] More back and forth, but the gist is that there is this 'call-in fee' that is charged for calling in prescriptions to your own preferred pharmacy as opposed to theirs (ie, Empower, etc), which I do...just not this time. This was added to my cart even though I was just asking about labs. Most importantly, it did not show on my side, as you can see in the attached image. It got added into the total, but no line item for it. Had I not checked the math, I would have paid for this without knowing. I was told the Defy staff can see it on their side, and I was told I could have it removed, which I did. However, I never really got satisfactory explanation as to why it was added in the first place, nor why I couldn't see it. I don't know if this 'call-in fee' is routinely added to my, or anyone else's, cart. I don't always double check the math, and I doubt most people do. I hate to sound accusatory, but this feels kind of shady. It's one of those situations where the company could routinely add the 'call-in fee' to every transaction, then claim it was an accident, human error, etc. if somebody challenges them on it and then remove it. Remember, it doesn't show up in the cart. If it's not noticed and challenged, they simple collect an extra $30 on every transaction. [/QUOTE]
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Defy 'Call-in Fee'?
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