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Pharmaceutical company's latest rebate is on its way

By NANCY PARADIS
Published September 25, 2005

I have a problem with the drug company AstraZeneca, makers of Nexium. I have used Nexium for many years. It is expensive, and I'm thankful that my insurance company covers some of the cost. AstraZeneca sent me a rebate of $25. I sent it in and received the rebate nearly three months later. A second rebate form for another $25 was enclosed, which I sent back May 21. Today is Aug. 12, and I still have received no rebate check.

I have written four letters to the company, even writing to the president and CEO. I haven't received a reply of any kind from anyone. AstraZeneca owes me the $25 it promised me, and I can use it. I hope you can help.

- David Braun

Dana Settembrino, brand communications manager for Nexium, thanked us for bringing this matter to AstraZeneca Pharmaceuticals' attention and said you should receive your $25 rebate check by the end of the month.

I am asking for your help in securing a watch that was promised to me by a magazine when I signed up as a new customer at the end of June. I am enclosing a copy of the letter and offer of the free watch. I am also sending a copy of the letter I sent to the magazine asking for a refund of my money or for it to honor its commitment by sending me the watch. Although I do receive the magazine every month, I still have not received the watch.

It ticks me off that a large national magazine would be involved in bait and switch in its advertising. Thank you for any help that might be forthcoming.

- James Collis

You're not going to like our help, which is not the watch, but an explanation and a lesson. We did not contact the magazine on your behalf because we are very familiar with the kind of offer you responded to. Although you do not mention it in your letter to Action, your letter to the publication indicates that you did receive an entirely different free item. Unfortunately for you, it was not something you were interested in.

It is standard practice for companies to reserve the right to substitute merchandise if they run out of the original item. If you take a close look at the offer you received, we're sure you'll find information that explains why you received a different item.

Now for the lesson: If you want a magazine subscription, then subscribe. But if you want a watch, go to the store and buy one. Inexpensive watches are readily available, and we guarantee you'll end up with a better watch by purchasing one outright. Although there are exceptions, if the freebies that often accompany offers have one consistent theme, it's generally that they are of questionable quality.

My doctor recently died and my records at his office were not turned over to another doctor. I asked quite a few people how to get them, but nobody knew. I called different hospitals and signed authorizations for those records I could remember having, but I have damage to my memory as well as epilepsy, plus other medical problems, and I have no way of getting test or lab reports.

I really do think a law should be passed that states a physician's files will be turned over to another physician or a medical institution of some kind; this problem surely affects many others. I hope you print this so it will wake up some people.

- Cynthia Cboins

The Legislature has beaten you to it. In Florida Statute 456.058, "Disposition of records of deceased practitioners or practitioners relocating or terminating practice" directs the various medical and health profession boards to establish rules for the disposition or retention, for at least two years, of the practitioner's records.

Assuming the Florida Department of Health's Board of Medicine's rule 64B8-10.001 (Medical Records of Deceased Physician: Retention, Time Limitations) was followed, within one month of the death of your doctor, an announcement ran in his area's largest newspaper letting his patients know from whom, and where, to get their medical records. This notice also was sent to the Board of Medicine.

Twenty-two months after a doctor's death, an announcement is published every week for four consecutive weeks that the medical records will be disposed of or destroyed one month after publication of the last announcement.

We're surprised that no one at your doctor's office was able to tell you where your medical records are. However, you did not indicate exactly when your doctor passed away, but if "recently" is less than two years ago, call the Florida Department of Health at (850) 488-0595 and it can let you know where to find the records.

- Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, e-mail action@sptimes.com or call your Action number, 727 893-8171, or, outside of Pinellas, toll-free 1-800-333-7505, ext. 8171, to leave a recorded request.

We will not be responsible for personal documents, so please send only photocopies. If your complaint concerns merchandise ordered by mail, we need copies of both sides of your canceled check.

We may require additional information or prefer to reply by mail; therefore, readers must provide a full mailing address, including ZIP code. Names of letter writers will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

[Last modified September 22, 2005, 11:52:04]