Accredo Health Group
reviews and complaints

I've been dealing with Accredo for four years with the same medications. EVERY. TIME. IT. IS. A. TRAINWRECK
Here are some of the wonderful experiences that have brought me to this point:

1) My medicine costs 35k a month. It needs to be refrigerated, and it must have a signature. I live in NYC. The delivery service Accredo does business with - I am sure the lowest bidder - left it at the stoop of my apartment building. It went bad. It took two months to replace the medicine I need monthly. I called Accredo they fumbled for forty minutes, apologized, and promptly screwed up the next order.

2) Sometimes Accredo robocalls me a dozen or more times a day. It hangs up when I answer. I work the third shift. I've asked them to stop. They apologize, fumble around, and then screw something else up on my account.

3) They sent my meds - after all these years - to another pharmacy. I have an email from that pharmacy where they reached out to Accredo, etc. The pharmacy never heard back. Sound familiar?

4) I spent five hours yesterday with Jennifer, who said, "It laid here and expired. Can you go to the doctor to get a new one?" I took off today. I spent six hours in the office. Still nothing.

5) Tomorrow, I will take another day off work - if I can - to beg Accredo to do something besides f*ck with me.

6) If I forget, or miss a day of sitting on the phone and micromanaging, the entire process starts over. It has been this way for four years. Please, God. Something help. I have been diagnosed with PTSD, among other things, and Accredo just lives to torment me. None of my other meds through actual pharmacies have any problem at all. But Accredo is always a nightmare.

Since September, I have been getting refilling issues with Accredo. It didn’t used to be like this. They started off smoothly but since they’ve been having inventory issues regarding the medication, they can seem to get it right. At one point, they couldn’t fill the 5mg of my daughter’s meds, so they asked me to get a RX for the 30mg. And for the past 3 months, they keep on putting a stop to either prescription. So frustrating. Today, they said I need a new prescription despite the RX showing 11 and 5 refills available. They can’t do anything right.

I spend hours on the phone each month to process the refill and billing for my prescription that costs $8500 per month. I hear lots of apologies and offers by supervisors to help but those answering the phone can never locate that particular supervisor and it will be hours before another supervisor calls me back. Never had these issues or spent this time with the previous pharmacy. Accredo is the WORST.

This is the WORST and I mean WORST company to EVER work for. DO NOT WORK FOR THEM. This is the most UNORGANIZED, SELFISH, NON CARING company I have ever Experienced in my LIFE. This company had been nothing but PROBLEMS. Problems after problems with their OWN system that they REFUSE to resolve. You will go WEEKS without pay, and they truly do not care about you or anybody AT ALL.

Absolutely unorganized and incompetent. Been trying for over a month to get loading dose of a prescription. Every time you call, you get a different reason why it’s been held up. Promise delivery dates and call late the night before scheduled delivery and say there’s an issue. Issue was that prior auth expired in the time it took them to receive, finally process, and be ready to fill. I’ve calculated the time I’ve spent on the phone with this company just trying to get the first fill of this med for my daughter, and it’s been over 3 hours. Finally had to get insurance company in old to advocate for us. Even then, still got a call the next day saying they couldn’t process med for delivery. Absolutely inexcusable that it’s been over a month to get a prescription processed. Usually insurance is the hold up. Nope not this time. The pharmacy is the problem. Completely inept and unprofessional.

They kept loosing submitted information. This is after talking to three different people over three days.

Doctor ordered the prescription, with confirmation and insurance information submitted.

I didn't receive the order after around two weeks. So I called their helpline, desperate to get my much needed medicine.

They responded that the request needs to be approved by my doctor.

They do not show a record of the doctor approval on file and I would need to have the doctor submit again.

The doctor did this and so I called them to find out when it would be shipped.

They stated stated that they were unable to find the record of the new confirmed approval. I told them that it has been approved twice, with conformation. At which point the support person requested help from others to find the record.

They eventually found the approval, but that they couldn't find my insurance info on file.

After realizing they were giving me the run-around and were not going to rush the order soon enough, I was forced to cancel and had the doctor order it local.

I have been waiting almost 3 months to get my prescription filled from Accredo. I keep getting the run around every time I call. First it was the co-pay assistance, then they said they needed clarification on the prescription, then it was a problem with their accounts receivable department. Now today I call and in a span of 10 seconds, I received three different answers. They said they tried to fax me. I said I don't have a fax. Then they said, no it was the Doctor and I challenged them because I had already spoke with my Dr's office, then he said they tried to fax my Accredo account. WHAT? Finally after being on the phone for an hour, I spoke with a supervisor, Angie J. She informs me that my request will be sent to the Escalation team and that takes 24 to 48 hours then they can send me my medication overnight. This is the most ridiculous thing I have ever heard. In order to overnight the drug, their escalation team needs 48 hours. This company is pathetic!

Accredo is an Incompetent pharmacy. I have to call every time for my wife's chemotherapy drugs because the app never lets me order. When we first used Accredo the app worked a few times then stopped working. Not only is this a hassle but a life threatening issue.

I have asked them to fix the problem being unable to order through the app but their IT Techs are incompetent. I have escalated it to a complaint with Management yet to this day it has not been fixed. It has Been 3 years without them fixing it. 3 YEARS!

Need to order by the 15th so I get the drugs by 18th yet app always says to call. Constantly getting daily automated phone calls to order 2 weeks before they will allow me to order. Unnecessarily fills up our voicemail box.

Calling is a whole other issue. Staff is not trained and rude. Takes 30 minutes on a phone call to get an order placed. If I was able to order through the app it would take 1 minute.

Our insurance has been the same, never changed and chemo drugs fully covered. Yet the billing department is inept and incompetent and sent us a bill for several months. After many complaints they apologized for their error. Every month the bill gets lower and lower as they figure out what they messed up but still have a small bill monthly that should not be there as the chemo drug is and has always been fully covered.

Incompetent pharmacy. Our insurance makes us use Accredo so we have no choice. Use another pharmacy if you can. Avoid at all costs!

Accredo has denied filling a new prescription and denied refilling my prescriptions on numerous occasions claiming I now have anywhere from $10, 000 to $4,000 (depending on who I talk to) in unpaid/past due bills from 2020 and 2021. When I switched medications from Copaxone to Zeposia, they told me i had over $10,000 in past-due bills for copaxone and they would not start sending Zeposia until it was resolved. All the invoices that ship with my medication say I have $0.00 due. I have never gotten a bill for these claimed charges from past years. When I call to try to resolve this, I spend hours on the phone getting through all the automated options, eventually get transferred to several different people in different departments that "should be able to help with this" and then get "accidentally" disconnected and have to start over again. I have asked multiple times for an itemized bill to be mailed to me, with a breakdown of the charges and they have not ever provided that. I have patient assistance that pays for most of my costs and they claim the patient assistance is out of funds. I go around and around between Accredo, medica (insurance), and patient assistance and get no where. The customer service at accredo is terrible and the fact that they just hang up on you when they can't help you is absurd. Billing should be mailed, itemized either monthly or quarterly and they should not be able to claim unpaid back-due bills for old charges that were never sent from over a year ago. I wish I had another choice in specialty pharmacy, but I do not and I'm stuck with this one. The only way they are still in business is because of crap billing practices and all the dough they're raking in from insurance and patient assistance, not from customer choice or satisfaction. Specialty medications are super expensive. Those of us with chronic diseases do not choose this and we are the ones suffering with no help.

I called to determine where my Benlysta prescription is. The automated message indicates that my insurance was cancelled and they are no longer handling the medication for me. I spent another day on the phone with insurance and my provider. They all suggested I call Acreedo back the next day. Third day I called Acreedo to check on the medication and they said my insurance was cancelled. I insisted they do some research because I had a prior authorization. After almost 2 hours a representative said it was expedited and she assured me that the medication would be overnighted by the next day and someone would call me. The next day I called and no one can find me. Eventually they find me and they are agitated with me and explain it could take another whole day which would be after the weekend. I AM A COLON CANCER PATIENT, LUPUS PATIENT AND MELANOMA. Is Acreedo SINCERELY CONCERNED ABOUT their patients? I have NEVER HAD A PROBLEM SUCH AS THIS WITH other specialty pharmacies. I am APPALLED. I DO NOT WANT THIS MEDICATION TO BE FILLED. I CANNOT SPEND ANOTHER WEEK on the phone. I WILL HAVE IT FILLED ELSEWHERE. THANKS COMPETENT Customer Service!

On September 22 or 23 received an automated call that meds would be delayed.

I called let them know I was out of medication and due for Actimera on September 27th.

They said they couldn’t change date would get there on September 28th.

This is pryer to hurricane.

No meds called September 27th 28th and 30th. On 30th was assured I would Receive medication on Saturday October 1st by a supervisor. I have only talked to supervisor since this has started.

No meds called again today October 3rd.

Was told shipping has been down for 2 weeks (this is not true) ha e seen UPS and FedEx trucks out every day.

Now I’m being told delivery on the 5th!

This is 2 weeks without medication and I am in extreme pain from inflammation.

I am at my ropes end and will probably try and seek medication somewhere else if possible.

I have been lied to and it is definitely not fair. I have always did what I was told to do regarding medication and I do not believe I was treated correctly.

Please launch an investigation into this so someone else doesn’t have to go through what I had to endure.

My name is Richard Briggs

8/4/1963

7149 Andre Dr

Zephryhills, Fl 33541

[protected]

I work with a Provider's office. We prescribed Humira to Accredo Specialty on 6/1/22 for a patient that has a Cigna Employee plan as primary and Molina Medicaid as secondary. The prescription was transferred over to CVS Specialty stating Accredo could not fill the medication because the primary plan had "termed". The plan was still active. It's now 9/28/22, I've spent 16+ hours on the phone between Express Scripts, Accredo and Cigna and keep getting the runaround. This patient has been in extreme pain due to their condition. Accredo cannot figure out next steps and I keep getting transferred to different people, sometimes without being notified that I am about to be transferred. I have to repeat myself over and over again. There is no reason that it should take 4 months to fill a medication for a patient that has a Cigna Employee plan. I need resolution ASAP

In the past couple of months two prescription orders were place and both times, Accredo sat on these doctors prescriptions and failed to process them.

It was not until I had to call to find out what they were doing that they then processed the medication. Their poor performance leads to neglegence and risking a patients health.

Rick Geiger

[protected]@aol.com

My med is injected 14 times a month, for several mo I have received 90 syringe needles each month and 1-5 alcohol pads (I generally need 15 to 20 per mo). PLEASE NO MORE NEEDLES UNTIL AT LEAST late 2023..I HAVE ENOUGH NEEDLES FOR THE NEXT YEAR ! and my husband bought me a box of alcohol pads to supplement the ones I need. See the photo of what I received today and in the past.

To Whom It May Concern:

This email is to bring to your attention the challenges I have experienced with Accredo. As you'll see, my documentation during this process became more detailed as I became increasingly concerned with Accredo's processes and lack of communication.

I have been taking Prolia, an injection taken every 6 months, for two years. Each time I contact and work with Accredo staff for this medication has been a stressful challenge due to the lack of communication within your organization. As as example, I will outline the contacts and some of the issues below:

My initial call for Prolia scheduled to be given by my doctor's office on 9/7 I did not document, but was mid-week the week of August 22 to advise of the need for the medication.

I spoke with a male employee on August 27 who assured me someone from Accredo would call me Monday or Tuesday of the following week (8/29 or 30) to schedule delivery.

On 8/30 I called Accredo as I had not yet received a call and spoke with rep Terry, then asked to speak with supervisor Ms. Francis.

9/1 I called again and spoke initially with rep Stephanie, then with supervisor Janet (X60411) when I was told the prescription was still in process. Janet has been the most helpful staff person in actually doing things to get this prescription done and delivered. She called my doctor's office to get authorization to have the RX delivered to my home as the Dr office does not accept RX deliveries. She put a request to expedite the refill. She agreed to and did follow-up with me this same day and the following day.

9/2. I received a call from Accredo rep Donna. She said they did not have on file authorization to deliver to my home, nor did they have on file my credit card (which has been on file and used for the past 2 years). She said the medication could not be delivered until September 7. I then asked for a supervisor and spoke with LaReesha (sp?). She also said the medication could not be delivered prior to 9/7. I asked her to call me back as I had an incoming call from Janet.

Janet informed me the RX could be delivered 9/3, which it in fact was.

Per my MD, the plan is for me to take Prolia for a total of 10 years. That means 8 more years. I do not want to go through this process 16 more times. It is clear that documentation in your computer system is not input in a manner that is easily navigated by your staff, and of more concern, is not input in a timely manner.

I imagine that leadership is aware of at least some of the above concerns. I hope they are addressed and would appreciate a response.

Sincerely

Beverly Marston

[protected]@gmail.com

[protected]

My copay expired for Xeljanz in May 2022 and I was not notified during the reorder process via phone. As a result, I received a bill for $2,782.35 in May.

I began calling in May (19th) to have this rectified. Spoke with a "Jennifer" in Billing and explained the situation. When I had not heard back by June 1, I called again and spoke with "Chris" who told me that he was sending the recording of my call to be reviewed to ensure that I was not told about the copay, and if so, it would be reversed.

I did not hear back and received another bill in July. I called again and was told by "Abbey" that she was transferring me to her "Leadership Crew" to resolve. I then spoke with "Candace" of the "Leadership Crew" and was informed that they had reviewed the call and that I WAS NOT told about the copay, so the amount would be reversed. She said a form had been sent to Billing Escalations on June 8 to resolve, but it was not done. She was sending ANOTHER "Escalation" form and she would call me back in 24/48 hours to let me know it was done.

Needless to say, I never heard from her. On August 20th, I received a "Past Due Notification." On 8/22/22 - same story, different day. I called and spoke to "Cory" who said all the same things. I asked for a manager, was reluctantly transferred to "Leadership Crew" member "Dallas" who again said yes, I see that the recording was reviewed, you don't owe the money, sending ANOTHER (#3) "Escalation" form to Billing Escalations. I will hear from her in 24/48 hours blah blah blah.

I have asked numerous times to be transferred to an actual person in charge that has the authority to fix this. I was told by "Dallas" that she would copy her managers, "Rose" and "Jason" on the email to Billing Escalations.

Accredo failed on 2 separate occasions to deliver remicade to my infusion center, causing two cancelations of appointments for IV infusion treatment. After spending hours, days on phone with hospital, Dr, and Accredo rep. Come to find out, it was a glitch in their system because they asked my Dr to send a second script order in that put first order in a holding pattern and their own team couldn't resolve this until I kept complaining. I worked in health care for many years and insurance, so I'm lucky to know the system. This delay of 6 weeks, and will be longer by the time I get treatment, has caused a severe flair up of my psoriatic arthritis and sjrogrens. I am suffering pain, fatigue and lack of energy and now have to take more invasive medication to bridge till I get treatment. This company causes harm to its clients and should have a class action law suit from all the complaints being filed. If they can't fill medication in time, they should pay for hospital to fill gap, no questions asked. Especially for cancer patients or Lupus patients. Autoimmune patients already suffer enough without this company adding to our burden. You should be ashamed of yourself.

In the last several years I have been forced to use this pharmacy due my insurance, I have begged to please let me use a different pharmacy . they delay the prescriptions, they lie to you about them, they come up with every excuse possible to not send you the medicine you need. Originally I was told it was my Dr fault, I ended up changing DR. then I was told it was my insurances fault so I changed insurance, now after 3 different doctors and 3 different insurance companies I am still have the same issues, I have spent over 15 hours int he last week to try to get my medicine, it was suppose to be here today, Guess what I rec a automated message telling me it was on hold, After 2 hours I was told it was the insurances fault, then when they told me it needed prior authorization I proved that was wrong. .every time for 5 years that I have needed a prescription filled I go thru this every time no matter what insurance or Dr.

I DO NOT UNDERSTAND HOW THEY CAN STAY IN BUSINESS AND HOW THEY CAN SLEEP AT NIGHT KNOWING WHAT THEY ARE DOING TO PATIENTS!

Dear Accredo Representative,

I am writing to you to file a formal complaint citing Accredo’s violation of its own policy. This violation has left me, the patient, with a very large unnecessary bill.

I placed a medication order on May 10, not being notified that my account had an existing large balance.

Accredo’s policy states: “You will be responsible for paying your copayment when you order your medication or refill. We will tell you the exact amount you need to pay Accredo. This amount has to be paid when you order your next refill.”...“If for any reason you owe a balance, that amount needs to be paid before your next delivery.”

I have been charged $4,607.88, for the May 10 order. The fact that this order shipped violates Accredo's own policy.

I have already spoken multiple times to the billing department and escalated this issue. However, Accredo refuses to acknowledge it's policy breach and I am receiving no response to multiple phone calls requesting to negotiate.

I have no choice but to use Accredo Specialty for my specialty medications. They never send the meds on time. They say they send a request to my Dr's, but my Dr's have never seen one. I am set up for reminders, but never get them. Every month is another issue. I usually end up in tears because I just need the medicine to live. Each employee I speak to, tells me something different. They have multiple accounts open for me, which causes even more issues. I have used mail order pharmacies for years and this is the worst.