Express Scripts

2/9/2018

I want to thank Express Scripts today for following up on my "undelivered" package.  As embarrassing as this is!  I called Express Scripts to place an order, they were great - filled the order in 1 day and shipped it to me by the next day.  The following day I realized that the package never arrived.  I work from home and was here in the evening and never had a package delivered.... so I thought.  The following day I phoned them and told them about the problem.  I was upset because I did not have a tracking receipt.  Right away they tracked the package and said it was delivered at 8:00 p.m. HMMMMM... Wonder what happened?  Talking to customer service, they were trying to work with me to solve the problem.  I told them I would call them back after calling the doctor office again.  Before I had a chance to do anything, a manager called me and offered to cancel that order and get a new one out.  They were so proactive and really wanting to help.  I had the notion that I better check with my sons to see if the intercepted the package --- low and behold my son had it and was already using the medication.  I am really embarrassed,  but it is nice to know there is a company out there that is willing to go the extra mile for service!  Thank you Express Scripts! We will use you again!

12/29/2017

My PCP sent-in a generic prescription, and Express Scripts filled it and charged me without my approval. The drug was over $120 for 18 pills.
I called Express Scripts. They refuse to cancel the transaction and/or refund the consumer once the Rx is filled, which is completely unethical. The consumer plays no part in the transaction except for being stuck with the bill.
Never let your doctor send them a prescription without first checking the site to see what the price will be because once they send it, you're screwed. Better yet, don't create an account or give these scam artists your credit card info to begin with.
Ashley, the telephone representative, was friendly and did the best she could to help.
Terry, her supervisor, was argumentative and unwilling to do right by me, the consumer.

9/11/2017

They are about as bad as it gets. I'll rarely give one star for a company if I've only engaged with them once, but in this case, I have two years worth of data on which to draw on, and they have earned that one-star rating every single time.

To wit:
-Rx claims are denied arbitrarily, going through without an issue one month, only to be denied the following
-It's nearly impossible to get ahold of a customer service representative in less than hour. When you do, expect rude treatment, incompetence, and to be forwarded to someone totally randomly
-They refuse to document policies when a script is denied. For instance, when one rx was denied by Walgreens, I was told that it required a prior authorization from my MD. I called, and eventually was able to talk to a real person, to whom I pointed out that my doc had filled out the PA *twice*. She then changed her story, and said that the PA's had expired -- despite the latest one being only a few months old. At that point, I asked for a supervisor, and was oh-so-lucky to get "Jerry," who kept asking for my "XL number," until he realized I was a patient and not a prescriber. Jerry then went through the same set of lies: I needed a prior authorization, oh wait, we have one, so we need a new one, oh wait, your company's policy doesn't allow that quantity, no, I can't send you any documentation, and you'll have to file an appeal. When I was able to generate the same drug x quantity on their web site, and was told "You're covered," he accused me of lying.

Gerry is positioning himself to be the next CEO of Express Scripts: Incompetent, rude, dishonest, and uniformed, meaning he is a perfect model of Express Script's corporate culture.

Edited 9/18/17

I wrote a similar review on consumeraffairs.com. Quickly got a response, which I now realize was automated: "My name is Adam and we are sorry that you had a negative experience. We would like to make sure your issue is resolved and does not occur in the future. We would like to discuss your situation further please reply to this message with your telephone number and your address include zip code and I can have someone reach out. Thank you-Adam"

I responded with the requested information and got... nothing. No calls, no emails. Why am I not surprised?

Second followup: I wrote to ExpressScripts via their "contact us" form, and eventually got a response asking if I wanted access to the "appeal" forms. I said yes. Today I got a notification that there is a response waiting for my on their portal. I sign in, and get red box, saying "Some Areas Of This Website Are Currently Unavailable. Please contact your toll-free Member Services telephone number for assistance with prescription ordering or pharmacy benefit inquiries. Did you know? You can still browse our health information to stay well-informed. Click here to visit the Health resource center section now.
Reference number 1900."

Of course, calling ExpressScripts under the best of circumstances means waiting for up to two hours on the phone. I can't even imagine how long it would be when their web site is down.

I am baffled: How can a company that does 100% of its business online not have a backup plan if their website goes down?

HOW DOES THIS COMPANY STAY IN BUSINESS?

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  Typical customer experience on Express Script's website.

  Typical customer experience on Express Script's website.

2/23/2018

They're business practices if you take a controlled substance is criminal. I get my prescription from my psychiatrist every 3 months, mail it in and Express Scripts withholds my medicine for weeks thus causing me to go through very painful withdrawals. I call, I beg, I spend hours trying to get my medication and explain to them that when they don't ship my medicine on time, I go through withdrawals. They don't care. This is cruel. I finally called my human resources department and they have helped me make other arrangements so I don't have to go through this anxiety every three months.

2/20/2018

Spend so much time on the phone with these people trying to get them to fill our son's prescriptions.  Not sure if they just don't listen, don't care or are just bad at what they do.   Absolutely unacceptable the crap we have to go through to get our medications.  Our insurance makes us use this pharmacy or obviously we would have gone elsewhere forever ago.  This place is just awful --absolutely ridiculous.

2/2/2018

What gives you the right to contradict and question my doctors orders? A quantity and dosage is supplied why would you only allow half?  You have some caring representatives whose hands are tied due to your bureaucracy. If I had a choice it would not be this company.  Shady scam artists. Benefits misManagement at best

1/10/2018

We have had many problems with Express Scripts in the past.  They take at least 3 to 4 weeks to send out a prescription, so we are always in the position of paying ridiculously expensive expedited shipment charges.  Furthermore, I have NEVER received my sleeping pill from them even though they say they have mailed it.  I believe someone within Express Scripts steals controlled substances.

Our latest debacle with this company is that they told us we could no longer fill our prescriptions at Kroger, that Kroger was no longer in our plan.  I contacted our company and this is not true.  I called Express Scripts again and spoke with a different customer service rep who said that Kroger is in our plan, but if we use them instead of using Walgreen's or Express Scripts, we will incur a severe penalty.

I insisted on speaking with a supervisor.  I told the supervisor I wanted a cost analysis of the cost to us of filling our prescriptions as Kroger versus Walgreen's.  I already knew that every one of our prescriptions is cheaper at Kroger than at Walgreen's.  At that point, the supervisor acquiesced and admitted that we could use Kroger without any penalty.  

Obviously, Express Scripts makes a greater profit if the customer uses Walgreen's or Express Scripts instead of Kroger.  The supervisor denied that his underlings were told to try to make customers use the retail outlets that are more profitable to Express Scripts, but I don't believe it.  I told him the problem is one of the following:  1) Employees are told to shift customers to retail outlets that are more profitable for Express Scripts, which is dishonest; or 2) The employees of Express Scripts are very poorly trained and don't understand the prescription policies they enforce.  Either explanation is a bad reflection on Express Scripts.  

This is one of the worst companies I have ever dealt with.  If you must deal with them, insist on speaking with supervisors only.

1/10/2018

They are terrible don't ever use them if you need medicine to live stay far away they will kill you for money !!!!!!

1/4/2018

I wish I could give zero points!  I'm actually ashamed these crooks are in my hometown.  I require a rather expensive prescription (well in excess of 5k per month)  my copay would usually be 1,600+ for the first month.  Good news is that the company that manufactured the drug offered a copay assistance card that actually took care of the copay.  Express scripts REFUSED to accept it.  CVS, however,  had no problem and even laughed when applying my coupon brought my copay from 1,600+ to zero.  I would NEVER recommend these people!

12/30/2017

Usually efficient, but they lie to you often about coverage and then charge you more than expected.  No way to undo or return your prescription, or reverse the charges on your credit card.  Call one day, get an answer, then call back another day, get a different answer.  Very painful experience.  Unfortunately I cannot avoid dealing with them as my company requires mail order.

8/28/2017

So disgusted with the company. They should be shut down and whomever owns it put in jail. I seriously question if they are running a scam. The incompetence and lack of accountability concerning meds I need to keep me alive and out of pain is beyond reprehensible!! Should be criminal. I hope they go under. There's no excuse for this.

I cannot get them to reorder my thyroid meds without a huge hassle. They keep telling me my doctor needs to renew my prescription for a refill even tho my doctor already has, and I jeep telling them. I can't even resolve this problem talking to a supervisor. Each rep I speak to tells me something different. I'm told the reorder has been taken care of but then look at my account online and see that Express Scripts cancelled it. I'm almost out of my meds AGAIN! They don't care. If our insurance didn't require me to use them to get 90 day refills I'd be using the wonderful mom and pop pharmacy just down the street from me.

Run away from this company as fast as you can!!!

1/26/2017

By far the worst experience I've ever had with a health insurance or related company.

The common generic medication I take is usually $20, but suddenly Express Scripts wanted over six times that. They wouldn't tell me why, and to even get a coherent answer I had to escalate past their normal call office (which is located oversees with employees that don't speak fluent English). If your business is something as vital as people's health, you should at the very least hire employees that can communicate efficiently.

1/30/2018

Seeing all of the negative Express Scripts reviews on Yelp is reassuring that the challenges I encountered while trying to refill a medication are not unique to me.  This company is the pits!  I hope the new addition of Amazon, Chase, and Berkshire Hathaway to the medical marketplace puts pressure on this company to improve and put customers before profits.  Unfortunately my options to change pharmacies are limited right now.

1/22/2018

Incompetent is an understatement

I switched to new insurance with pharmacy benefits managed by express Scripts. It took me several phone calls to gain access to their site to get the necessary info to submit prescriptions. After that battle I thought all was well until I logged on to get an error message saying my zip code was incorrect.  Funny thing is the usps disagrees with express Scripts.  After another several calls and about a dozen password and account resets, I finally was able to get ordering info to pass to my doctor. However the site locked me out insisting that I update my information.  No updates were accepted and once again customer disservice bounced me around. During these calls I was informed that the prescription my doctor faxed that day had expired. When I challenged that statement the rep then accused me of filling the prescription at a retail pharmacy and attempting fraud by requesting mail order. After escalating to a supervisor and an hour on hold, the supervisor said my plan group number was incorrect. She corrected it but said my hours old prescription was voided. After further escalation I had to create yet another account and was able to have them "transfer" the voided prescription. Still waiting for that to fill

To add insult to the situation I attempted to fill a retail prescription and found that the insurance card was lacking information needed by the retail pharmacy.  Back to a call to customer disservice to beg for the secret code needed to file a claim.

Avoid plans served by express Scripts at all costs. Can't wait until next year to end this error.

11/1/2017

Placed an order for a refill for my inhalers on October 3rd. They said they can't process the order until the 15th. Well by that time I would have been completely out and tried to get in contact with customer service to tell them I really need it before then. On hold for hours and when I finally got to talk to an actual person they said there was nothing they can do. Had to end up going into urgent care to get an inhaler to hold me over. They then update the order process date to the 21st. Finally get an email saying they shipped the inhalers on the 30th. Today, November 1st, I eventually received my inhalers...nearly a month after I first ordered them! The medication I literally need to breathe took a month to get here! They don't care about customers at all!

4/12/2017

My doctor sent them a renewal of my prescription on March 21, they didn't start to process the script until April 9, the last of my 90 day supply of my med runs out on April 14.  It took me three phone calls and 45 minutes on the last one to get them to ship my meds 2-3 day shipping (they originally wanted me to pay for the expidated shipping).  I'll find out shortly if my meds show up before I run out.

On another occasion my meds got lost in the mail (tracking still says on way to destination month and half later), it took me 4 phone calls to get them to reship my meds which finally showed up 10 days later.

I don't know who makes the policy at this company, but waiting till the last 7-10 days to start processing and shipping meds is playing with fire.  This company and their mail order is the only option I have through my employer, but I'm seriously considering paying for my own meds from the pharmacy one block from whete I live.

10/12/2017

Since Express Scripts took over Medco, getting a simple prescription filled and renewed has turned into a nightmare. The incompetence and rudeness of many of the people in this company is astonishing.  There is no accountability and their solution when they screw up is to tell you to call the doctor to get an emergency prescription at local pharmacy which by the way cost 10X more than by mail order.  

They have repeatedly lost my doctor's renewal order, they do not notify you in a timely fashion if there is an issue with your renewal so that you are literally left with no medication left scrambling to get in touch with your doctor.  The problems go on and on.. filling a simple prescription turns into aggravation, hours on the phone and stress.

I am forced to use this scamming company because I am required to by my employer or I would dump them in a second.

As another poster accurately said - RUN AWAY FROM THIS COMPANY AS FAST AS YOU CAN.

10/17/2017

Horrible service and completely incompetent. They make it very difficult to dispute and appeal. No forms are online, they have to be mailed to you and you have to mail them back and wait months to get rejected.

10/16/2017

Great and prompt service.  Was running low, dangerously low.  Requested my refills on Friday on my app, with 2 day shipping, and literally got them today, in really just 1 business day.  THANK YOU EXPRESS SCRIPTS.

9/22/2017

When I priced my prescription on their website, it shows that I pay $10 at CVS for one month supply of medicine and $20 from Express scripts for 3 months supply. What I received was the exact same amount of medicine as I got from CVS except I was charged double. Very deceptive.