On July 21, 2026, Kinney Drugs in Essex Junction found itself at the center of a growing concern as an artificial intelligence system began sifting through years of patient prescription records. This tool, designed to enhance refill services, has left many customers perplexed and frustrated due to its tendency to jumble medication names and inaccurately request refills on crucial prescriptions.
Vermont resident Kathy Callaghan expressed her dismay at receiving frequent calls from the new AI system, which mumbles drug names without clarity. Confused by these messages, she often approves refill requests, only to find that she didn’t actually need them. “I have four bottles of something that I take twice a week sitting here,” she remarked, highlighting the system’s shortcomings.
Kinney Drugs rolled out this AI assistant earlier this summer, aiming to streamline communication from healthcare providers to patients. However, reports from numerous customers indicate the opposite effect. Time delays in receiving ordered medications have surged, long-time accounts have gone unrecognized, and customers have been left uninformed about when their prescriptions are ready. These issues have also raised privacy red flags, leading some to consider switching pharmacies entirely.
As the proliferation of AI technology continues across the healthcare landscape, legal experts are cautioning that regulations have not kept pace, leaving consumer protections weak. Cody Venzke, a senior staff attorney at the ACLU, pointed out the lag in legislative measures to ensure compliance and protect citizens adequately.
In light of new legislation in Vermont, specifically a data privacy bill signed by Governor Phil Scott, which will not take effect for another two years, concerns about consumer rights remain rife. Ryan Kriger, a local attorney, noted that the legislation may not adequately address the current situation.
The introduction of the AI assistant, dubbed Burt, was initially met with enthusiasm, yet many customers soon found it to be more of a hassle compared to the prior system that allowed for direct interaction with pharmacists via touch-tone prompts. Matt Penney, a user of Kinney Drugs for two years, described Burt as cumbersome and ineffective. “It has absolutely no value, no benefit to the customer,” echoed Dave Bellini, another frustrated customer.
Developed by the Texas-based company Synerio, Burt lacks accuracy, with the pharmacy admitting that the AI may provide misleading information. Customers inadvertently consent to its use by providing their phone numbers, yet many were unaware this new tool was operational until they interacted with it.
Maria Aveni, who has worked in healthcare, criticized the lack of alternative interaction methods, stating, “Burt demands that you talk to him,” eliminating the option to enter requests through a keypad. She resorted to visiting the pharmacy in person following delays but acknowledged that this is not feasible for many in rural areas with limited transportation options.
In response to customer concerns, a Kinney Drugs representative acknowledged the frustrations during the initial rollout phase, affirming the company's commitment to addressing each issue. While the pharmacy cites the AI's efficiency in reducing repetitive tasks, customers experiencing increased complications often find themselves seeking more help from pharmacists already stretched thin by a workforce shortage.
Privacy issues are being raised alongside service concerns, with multiple customers opting to switch to other pharmacies after reviewing the privacy policy that allows for the use of their health data in AI applications. Analysts have criticized the inclusion of third-party services as exposing sensitive information to increased risk.
Experts in privacy law have highlighted that existing frameworks, including both state and federal guidelines, are inadequate, especially given the complex nature of consent in today’s digital landscape. Zach Tomanelli, from the Vermont Public Interest Research Group, pointed out that while the new Vermont law provides rights for consumers, it is rife with limitations.
The struggles faced by Kinney Drugs and its customers highlight the pressing need for comprehensive regulations surrounding AI in healthcare. Many remain loyal to their pharmacy, hoping for improvements, but others fear that the current system may not meet their needs much longer in its present form.
