LAS VEGAS - When Carmel Salazar suffers from a rheumatoid arthritis flare-up, she needs help fast.
"The pain is so excruciating," she said.
Her joints become so inflamed, she can hardly move. The drug Humira helps her get back to living. Getting it, however, has proven to be difficult due to her insurance company which requires the medication be delivered to her home rather than allowing her to pick it up at a pharmacy.
"If you place an order on Monday, you don't get it for two days," she said.
The way it was delivered also created problems for Carmel. "It was packed in the Styrofoam container with one soft gel pack and the medication on the other side," she said.
Humira must be stored at a temperature below 45 degrees. Her medication arrived at 10 a.m. She left work early to get it refrigerated, but in two hours, the gel pack thawed and the medication reached 45 degrees. One degree warmer, and she would have had to throw it out. She wanted an explanation.
"The new pharmacy said it wasn't their responsibility once they provided it to the delivery company," she said.
An 8 on Your Side investigation uncovered the delivery company received the medication two days earlier. That means the drug sat with just one gel pack for two days. 8 on Your Side asked the company to take another look at its delivery process.
"I didn't have a problem once Channel 8 got involved," Carmel said.
The company started using three gel packs in each container. Company representatives now say they plan to get Carmel her medication one day after ordering.
"It meant the world to me, because now I know my medication is going to be stored properly," she said. "It will be delivered on time, and I am not going to have to go through chronic pain."
If you have a consumer complaint you want investigated, contact 8 on Your Side at 650-1907 or email us.