I Am Fuming!

[Turnster]

Hi,
I was going to post this last night, but I had a call with the Zerenia Manager and she said that she would call me at 11AM today to discuss this...She didn't... but I got a call from someone else today.

I've just had a call from my clinic Zerenia to inform me that they've been in contact with Curaleaf about the Gorilla Glue #4. Curaleaf have told them that GG#4 is categorically Indica Hybrid . My clinic have accepted responsibility saying that the prescriber did in fact prescribe me something WRONG, and that he thought it was a Sativa and he was wrong. It gets better!!! My clinic are not going to pay for my new prescription even though they confessed, I asked where the prescriber gets his information from and was told they don't have that information to hand. If I were to buy a product that wasn't fit for purpose surly I should be entitled to a straight swap or refund. So to summarise, and this is exactly what I said to my clinic. Me: I asked for a Sativa, Clinic: Yes you did, Me: but I received an Indica Hybrid , Clinic: Yes you did, Me: so it's wrong then, Clinic Yes it is,

 

[Turnster]

My clinic are telling me now that because I've opened it........ that's basically it! Curaleaf will not take it back. I have to put in a formal complaint against my Clinic Zerenia( I didn't want to do that). I spoke to one of the managers last night from Zerenia who didn't have a clue about my case and promised me a call at 11AM this morning, that didn't happen and when I did get a call she apologised for another member not giving me a call because she was off. I've called Citizens Advice. Under the 2015 Rights Act, A company has reasonable skill and care. I am now at a consequential loss.

 

[Turnster]

And Now a response from Curaleaf about the non smelling not effecting flower!! This is the GG4

I hope you are well.

Thank you for your patience while we have waited for a response from the supplier regarding your quality complaint.

We have today recieved an outcome from the supplier which I have included below:

Patient complaint received regarding Curaleaf GG4 23% THC, <1% CBD Flos 10g BN: CURA00192868. Patient states the flos has no smell and no taste. Patient also advises the product is having no therapeutic effect. The patient has contacted their clinic regarding this. Patient has provided photos of the product. These photos show the flower matches the expected appearance as per the certificate of analysis.
Batch manufacturing documents have been reviewed and show no quality defect with the product. Our bulk API samples are tested following methods laid down by the European Pharmacopoeia and the batch in question passed all these tests. Taste and smell can vary from strain to strain and from 1 batch to another. Taste and smell of the flower does not affect the therapeutic effect expected from the flower.
As no quality defects have been found with the product, it is deemed suitable for use and this complaint cannot be justified.
Patient has already contacted their clinic regarding the lack of therapeutic effect. As there is no quality issue with the flos it is possible that this is a tolerance issue. Patient also advised to discuss personal preferences regarding taste/smell with their prescriber.

I am sorry that this may not be the outcome you were expecting, although as the complaint has been deemed unjustified we are unable to move further forward with your investigation and your complaint will now be closed.

Thank you for bringing your concerns to our attention and if I can help further please do not hesitate to get back in touch.

 

[Turnster]

I'm done,
I thought this was going to be a good adventure!!

 

[MigraineMan]

They are professionals, in the eyes of the law they have a duty of care, they have breached that duty, throw them in small claims court, it will cost £25 if you DIY and while you may be out of pocket the £25 I am guessing it was a 10g so net £30 positive plus a whole lot of satisfaction.

 

[utopiate]

I would really just advise moving clinics at this point. Your prescriber wasn't wrong of course, we all know GG4 is Sat Dom, it always has been but your clinic and pharmacy are clearly very poor. A couple of clinics offer a really easy transfer process. I'm really sorry you have had this experience but on the plus side, if you did want to formalise a complaint it seems the evidence is clear to see.

 

[GrownHealth]

I'm done,
I thought this was going to be a good adventure!!

Couldn't agree more with @utopiate 's comments it seems obvious you need to move and the sooner the better and other clinics will offer a much better feelgood factor .

You can see the brick wall your up against ,even when they're collectively wrong, in this case it seems Curaleaf's the cause of this but either way your no better off for it .Also I've seen you comment how nice they are at your clinic in the past and I can understand that but the primary concern is your wellbeing dude and this treatment doesn't deserve your trust and hard earned if they leave you feeling this way. Just my view on it.

 

[node]

@Turnster Morning mate time to change clinic asap, you'll feel so much better then.

 

[Turnster]

Morning,
I have had a phone call from a manager practically blaming me for opening the packet and that nothing can be done. I have to put in a formal complaint, which I have now done.

 

[Turnster]

Hey,
I still haven't heard anything back from my formal complaint. I have tried to chase them up but all I get is spiel that it can take up to 28 days to investigate. It's 2025 it doesn't take that long to look in to anything!! unless it's all done by Royal Snail, I'm guessing it isn't. I feel really let down and it's actually made me more ill with the stress.

 

[GrownHealth]

Hey,
I still haven't heard anything back from my formal complaint. I have tried to chase them up but all I get is spiel that it can take up to 28 days to investigate. It's 2025 it doesn't take that long to look in to anything!! unless it's all done by Royal Snail, I'm guessing it isn't. I feel really let down and it's actually made me more ill with the stress.

They don't move quick and for them it's just a complaint, I'd of transferred by now and still pursued my complaint as it's not going to get any better there.

 

[node]

They don't move quick and for them it's just a complaint, I'd of transferred by now and still pursued my complaint as it's not going to get any better there.

This mate. They made it clear they don't give a... so upsticks.

 

[LunaDracarys]

@Turnster Morning mate time to change clinic asap, you'll feel so much better then.

I am same as you buddy and this is my way out from this and I pray and hope the new journey with the new clinic much better for you I and all of us

 

[Rimmerworld]

Sorry to hear this mate but Curaleaf aka Sapphire have always been bad that is why they rebranded they had a bad reputation. The fact they hide behind rules and do not courtesy refund nor keep to promises of calls shows it’s a badly run company. As for your resolution well they have a duty of care to you were you harmed at all? If so you could look into an ombudsman complaint and with the CQC or MHRA too. As for the money well if you have their admission of guilt in writing or recorded small claims court or a credit card section 75 chargeback would work to win back the medications cost as it was a fault.

 

[Turnster]

RESOLVED and Happy with the Outcome!!

 

[GrownHealth]

Are they going to sort the Gorilla Glue#4 issue out or are they carrying it on?

 

[Turnster]

Are they going to sort the Gorilla Glue#4 issue out or are they carrying it on?

Curaleaf GG4 was listed on our formulary as a Sativa Hybrid medication. On you making us aware of the medication being labelled as Indica Hybrid, we have removed this and investigated further.

The prescriber has informed me that in addition to the information on the formulary, he also checked a variety of other online sources which corroborated that this medication was Sativa Hybrid. He also informs me that there are a variety of other Gorilla Glue medications from Noidecs and Tilray which are categorised as Sativa which further gave him no cause to question this information. After full consideration of the facts, I am assured that the prescriber acted with good intentions and did their due diligence prior to writing your prescription. However, the fact remains that you were prescribed medication that did not meet with your request, this is something we take very seriously. We work hard to ensure patient satisfaction and to retain our professional reputation so that patients can have confidence that they will not be treated as customers, rather patients engaging in private healthcare.
It is unclear where the label of Sativa has stemmed from, whilst we believe this to have been obtained from the Curaleaf stock sheet we have access to, this is a live document so I cannot be certain of this or fact check it. I want to assure you I continue to explore this and am currently liaising with Curaleaf to establish the exact flowers in this medication so that our Scientific Director can perhaps offer some insight for future prescribing. I do appologise that I am not writing with a clear cut answer to what led to this but we truly believe in transparency.

 

[Turnster]

It's kind of carrying on, but they have compensated me, so it's all good.

 

[GrownHealth]

At least they are realise there is an issue now and it did seem your prescriber knew what they were doing regards product .
Anyway glad you've got it sorted now.

 

[BudGuy]

They are professionals, in the eyes of the law they have a duty of care, they have breached that duty, throw them in small claims court, it will cost £25 if you DIY and while you may be out of pocket the £25 I am guessing it was a 10g so net £30 positive plus a whole lot of satisfaction.

Maybe it works differently in Scotland, but last time I took a company to small claims court they were also ordered to pay my expenses including the fee to start the claim, plus interest, in addition to the claim amount itself.