If you're looking for kind and compassionate customer service, prompt questions answered and a company eager for your business - GO ELSEWHERE. SWMG operates - or doesn't - like they're doing business out of someone's garage. I was with them years ago - left - and out of insanity I guess, returned as a "customer", although I'm surely not treated like one. And Universal Pharm? Same deal. Next time, I'm gone for good.

Too bad that will barely impact their business. Companies like this need to feel the pain of poor customer care. I'm not talking about hand holding here: just email a tracking number, do what you say you are going to do and answer the phone without a scowl on your mug. Basic stuff.

Vic

They've hired a few new girls to smother each caller in a cloak of lies. In the thread " SWMG new info here" you'll find that this OP has changed their billing methods, upgraded then crashed their CC processing system, switched out physicians, had trouble with UPS, lost communication with their pharmacy, found themselves understaffed, been attacked by robots and in all likelyhood .... gone on vacation.

SWMG, having established substandard practices and an unethical business model has actually raised their saturday delivery fee from $40 to $45.


.........one livid bi@tch

While my problem with SWMG has NOTHING to do with the current mayhem (new doctor, restructuring, 100 more excuses and blah blah blah)as described previously, today I get this note in response to my TWO emails. A canned response to both emails. Has nothing to do with my problem with my order. What a place. Love the caveat at the bottom. But with 16,000 patients, they can continue to treat thier "valued patients" like cows waiting for the slaughter. Good thing I'm not on benzos. I'd be in the hospital right now. This is "customer care"????

Vic

===============
Dear Valued Southwest Medical Group Patient,

We apologize for the time it is taking to process your order. We are trying to expedite this matter as quickly as possible for you. We are currently in a restructuring process to better serve you, and with this restructuring temporary delays have developed. We ask that you please be patient. Our patients are priority number one here at Southwest Medical Group and we are striving to serve you better.

Thank You,

Southwest Medical Group Management

Please do not call the doctor directly. The doctor cannot facilitate the speed in which your order is processed.

Update: still waiting to hear from SWMG. No email. No call. Zero! Good thing I don't give a fat sh*t!

This is totally insane...you would think that they would post something online or by phone message letting people know what is happening and what will be done...totally insane on their part..I called many, many times to get thru and did one time and before i could say hello, i was met with "thanks for calling SWMG please hold" and was placed on hold...6 minutes later a recording comes up and says the party you are trying to reach is not available, please choose another extension and i have not been able to get a hold of anyone since then...no email replies, no phone call replies and cant even leave a message at this point...even tried to call the pharmacy and ask if they had a different contact number and you can never get through to Universal...

robby

Yep. Still nothing from them for me. Someone told me in another thread that I can do a chargeback on a debit VISA. I don't want the RX now anyway. It's not like you can call and cancel your account either: NO ONE IS THERE! I tried calling and got the "mailbox is full" nonsense. I also called Universal to warn them about the chargeback and we know those messages are going unheard and unresponded to - it was an excerise in futility all around to call either of them.

SWMG and Universal have been around a long time. I think its a "statement" of sorts that they are having problems. (We'll never know what the real issue is because the CS people are liars). Universal surely fills for other ROPs. Has anyone using another provider gotten their meds? I'm not paranoid or an alarmist - truly - but SWMG going down would be a huge deal with a supposed 16K patients (probably under-estimated) out there.

Thank god I found Kratom. Screw these guys.

Vic

has anyone received their order from them...anyone? ..are they still up and running?

what happened to Dr. Raza, I heard he isnt with them anymore? IS this true where did he go I liked him as a doc and would like to follow him

Nope I have not recieved my order, nor have I recieved an answer why they are so screwed up! I ordered over a week ago! There is another one on my blacklist! BTW? Why isnt DB doing anything about SMG or YOD? They have both taken my money and ran! Nothing but a bunch of thieves at both places! Really funny why DB isnt doing anything about it????? isnt it????

What can db do? Besides, we're "freeboarders" anyway. LOL I wonder if the VIP side is having similar discussions re: db "doing something" about this. And again, what could they do anyway? As long as folks are willing to ante up moola, telemedicine patients will be taken advantage of. Look at the MROPs. I've been desperate enough to use those thieves too. Back in the day, db acted very much like an advocate for it's members. Now, I think this is just an information portal - but thank god we have it.

Vic

FROM SWMG'S WEB SITE DATED 12/11/06:

Quote:

---

Attention SWMG Patients - December 11th, 2006
We would like to say that we appreciate your understanding in the order delays we have been experiencing. Due to circumstances beyond our control our affiliated pharmacy partners as well as all pharmacies servicing other reputable online consultation services are all being effected by the recent medication shortages. We are currently working every angle with our affiliated pharmacy partners to expedite the resolve to these unforeseen issues. Most orders are still being shipped within 48-72 hours and we do apologize for these delays. Please check back here for updates as they become available.

---

I finally received a tracking number today. I ordered my refill on 12/16. Everyone waiting like I was should expect to pay more for this refill. They charged me $150 for this refill (my last for this consult period).This is the same rx that last month only cost me $138 (same shipping preference).


Jinx

Southwest appears to be trying to catch up on refills. Universal called me to confirm cc number in preparation to sending out, although nothing on cc yet. Good sign though!

Hello Flathead, I just want to know how fast they are moving. Hope you don't mind me asking, when was you refill due? Thanks Pru

I don't remember exactly when it was due, but I ordered it on 12-14-06 through website. No tracking shows on SWMG website or on cc yet, although all contact from Universal only started within the past 6 hours.

Thanks so much Flathead, and Jinx for your input on SWMG You have given me hope that they will get to me soon.
Pru

Well this really pisses me off! I checked my credit card, and see I was charged on 1/02/07 $150 but track my order still has order on hold, and no other info. I put in for my refill on 12/13/06 I was so happy and now I'm wondering if I'll even get my refill! I was hoping to get it by tomorrow. Guess that was to much to expect.

Pru

jinx (typo) did you receive today?

Well, it appears that my refill went out today, and UPS shows active tracking number for scheduled delivery tomorrow. Also, Universal called me today to let me know that the order had shipped (before any tracking info showed up anywhere). SWMG site shows updated tracking info also, so all seems to be working smoothly (fingers crossed).

I'm curious how long you had to wait? My order has been on hold since 12-8, and despite e-mail assurances on Friday morning (1/5) from SWMG nothing has been shipped.
They have really disappointed me and I will be done with them after this transaction.

I just wanted to tell all you guys to steer clear of Southwest until they find another pharmacy. It's bad enough that they can't get any order out. But what really burns me is that I cannot get Southwest or Universal to return a call or an e-mail. Of course they are probably going to lie to me anyway, but it would be nice if they would at least make an attempt to contact me. I had a consult last Tuesday (1-2) and nothing. They should tell you when you consult that it will be a while before you are going to see anything. My advice, find another OP with a reliable pharmacy. I'm done with Southwest.

i figured i would update people on here to let them know after ordering my fill on 12/18 a tracking number just showed up on swmg site. finally!!! still couldnt get ahold of anyone today through all their means of contacting them!! i'm so glad this is my last fill with them. time to move on!! good advice to everyone. let them suffer instead!!

i just received a new rx from southwest and they are apparently using a new pharmacy, which i am very unhappy about. the hydrocodone are the M367 type and the carisoprodol has the letters 'CAR' on them. both are horrible!!

i'm going to TRY to reach sw later today and see if they can transfer my refills elsewhere.

wow, i had no clue. i had a refill go smoothly in late nov and now have been waiting a week. anyone able to get these guys (either SW or Universal on the phone? I had been using them for years but this is crazy.

Do you mind telling what pharmacy they are using now. thanks Amanda

I have seen a few different names posted so I think they are forwarding them out to a few different places. I saw my friends Lortab when she opened it and it was from Senior Care Pharmacy in Tampa FL. They sent Watson Brand.

my rx was filled at caringwell pharmacy, but personally, i think they are a bunch of idiots (long story) AND they use the brand that doesn't do a darn thing, at least as far as i'm concerned.

if you want their phone number, pm me.

I did finally get a refill from Caring Well pharmacy about a week and a half after I ordered it. The shipping job they did was pretty crappy and so was the product. They just tossed it in a UPS envelope. At least I finally got it (and it wasn't cheap either). I agree 100% with you guys. I have another refill and then I'm done with Southwest. They are tricky. They'll be great for about 4 or 5 months, and then BOOM, they go into the toilet. I hope to see them crash and burn. There are too many other OP's that do a good job of customer service.

Good luck trying to get these clowns on the phone.