Kinney Drugs, a pharmacy chain in Vermont and New York, rolled out an AI virtual assistant named Burt in May 2026 to handle prescription refills. Built by Texas-based Synerio, the tool was meant to boost efficiency but has instead generated widespread complaints. Customers report Burt delivers incoherent drug names, orders incorrect refills, and fails to notify them when prescriptions are ready. Many say they never consented to the system; providing a phone number automatically opts them in. "It has absolutely no value, no benefit to the customer," said Vermont customer Dave Bellini. Delays have worsened, and pharmacists — already strained by a chronic worker shortage — are fielding more calls to fix AI errors.

Privacy concerns are mounting. The pharmacy's updated policy discloses that protected health information may be used in AI tools. Former customer Tuan Green transferred prescriptions to UVM Hospital after reading it. Experts warn that adding Synerio as a third-party data processor expands security risks. "I now have to start worrying about all the security issues with each of them," said Vanderbilt professor Bradley Malin.

Vermont's new data privacy bill, S.71, signed by Gov. Phil Scott on June 16, takes effect in two years. ACLU attorney Cody Venzke notes regulation lags behind technology, leaving consumer protections thin. Rural patients, lacking alternatives, feel trapped using a system they distrust.