Accredo Health Group
reviews and complaints

I suffer from moderate to severe crohns disease. I have been on 3 treatment 2 of which I received through accredo. Stelara is the current treatment I am on and I am suppose to receive my treatment monthly. I have had to call them almost every month in order to get my treatment and every time I have the person I am talking to is not able to answer all my questions and struggles to get me to someone who can. They offer an automated text messaging delivery set up service which u agreed to and it workd maybe 2 times. This past month I didn't even get a text but online it said earliest estimated delivery is 01/11/22 but my treatment did not come. Delivery was never set up for this month. On the phone they struggled to set up the delivery due to system issued with my insurance and then some sort of pharmacy issue. The employee on the phone couldn't tell me what the issue was. I was on hold for a supervisor for almost 20 minuets and then some how we were able to get the delivery set up. I was never able to get information on what the issue was with my account and because of all this I am 9 days late for my treatment causing me pain and other issue that affect my every day life. Similar situations have happened over and over again where the employee couldn't help me or something in their system isn't working properly and I get my treatment days late.

After assuring Accredo Specialty Pharmacy numerous times that I was approved for 100% coverage for a very expensive medication (Forteo) by the pharmaceutical company through their program called "Lilly cares Foundation", and that neither my insurance company nor I was to receive any bill at all, I was still billed. I asked them repeatedly to refer to the information for "Lilly Cares" that my doctor sent through with my prescription. Accredo still went ahead and billed Aetna (my insurance provider) $2738.04 on 12/10/2021 and billed me directly $1272.13 on 12/24/2021. Since then, whilst I was unaware my insurance company and I were to be billed, they sent a second month's supply, for the same dollar amounts.

When I called back and questioned why I received this bill, as did my insurance company, I was told it was because I maxxed out of my "Forteo Savings Card". What? I never told them I had a "Forteo Savings Card", nor did I ask them to use a "Forteo Savings Card. I told them again, it was a "Lilly Cares "program (different program from Forteo savings card), that they were told numerous times to use.

Upon speaking with Accredo's billing manager "Debby" yesterday, 1/12/2022, she explained to me that Accredo absolutely does NOT participate with the Lilly Cares Foundation. I asked her to pull all phone calls between me and all of the customer service reps as I made it abundantly clear that this medicine was 100% paid for by Lilly Cares and neither my insurance company nor myself should see a bill. Customer Service should have known this, and red flagged the order right there.

For the 2 months I have been sent medication, Accredo has already collected $2738.04 from Aetna, is attempting to collect $1272.13 from me and is currently in the process of collecting those same amounts again for the second shipment, for a total of $8020.34! All the while knowing I had a right to get the medication through a foundation set up for individuals like myself who are on disability, low-income and unable to afford this very necessary medication.

It is my belief that Accredo pushed my order through, committed insurance fraud by presenting these claims to my insurance company against my wishes (and insurance rules) and is taking advantage of a disabled person by telling me I am responsible for these bills when I have told them from the very beginning, I was not to have to pay for it. It was their responsibility from that first phone call to let me know that they would not work with Lilly Cares, and I would need to go back to my doctor to find a different specialty pharmacy.

As I write this, I am waiting for a return call from Accredo which I am told could take 3-5 days for them to pull and review the phone calls. I am putting this complaint out there now because regardless of if they make this right or not, it should never have happened and Accredo must be held responsible.

12/23/2021 12/26/2021 12/29/2021
My child needs her medication. This medication should be ran through MEDICAL drug benefit. I have enlisted the help of my doctor's office that has made several calls to Accredo an I have spent hours trying to get my daughter's medication.
The advocates (haha) are obviously not trained adequately to help fill all medications.
These are not the only dates of incidents. Every time this medication is due for refill I am put through hours of phone calls, anxiety and anger. No parent should have to go through this for a COVERED medication!

I have filed a formal grievance with URAC and NABP

On 11/22/2021 my doctor office sent the prescription for SIMPNI loading dose and maintenance dose. The insurance also authorized and I received a letter from them. Today is 12-21/2021, still I couldn't get it. I called almost 10-15 times, and every time they say that they need clarification from doctor office. I contacted doctor office every time and doctor office call them and clarify everything. But still next time when I call, they say the same that need clarification from doctor. Sometime they say that it was already shipped and delivered. After I say that I never received it and then they say that it was about to ship and then cancelled it as need more clarification from doctor. I am tired of contacting them and doctor office.

Do not perform the work correctly. Different and conflicting information when checking the order status. Personnel do not understand how critical is shipping the medication to patients on time. A significant waste of time calling accredo several times and it's a stressful and frustrating process. It's a big problem that affected my son's treatment.

I have been trying to get my prescription (Otezla) since September 21, 2021. It is now December 3, 2021. I have called approximately 10 times and every time I go through the same process. I have updated my phone number 4 times and spoke to a Pharmacist 3 times. I have spoken to several patient advocates and a supervisor and I get no action, only words. I have been without my meds for going on two weeks which were sample packs from my Doctor.
When this was first prescribed to me, the prescription was sent to a specialty pharmacy here in my home state but was immediately rerouted to Accredo because of insurance purposes. Things were going smoothly and on schedule until Accredo got involved. That is when everything turned to [censored].
I am a patient person but Accredo is being neglectful to my treatment plan written by my Doctor. Every time I call I get reassured that they are on top of it. It has now been 2 1/2 months to fill this prescription. If this is not incompetence, nothing is. Today I will consult an attorney on possible actions I can take.
This is neglect and Accredo is a joke. Do not use them if you can avoid it. Total incompetency is the practice they invoke.

I have just received a bill for $4932.70. This is for three prescriptions delivered August and beginning September. Statement was sent to wrong address. I called customer service, they told me my co pay assistance program had been exhausted, this was my responsibility. I asked why I wasn't billed after the first prescription wasn't covered, I was told they have 365 days to bill it out. I could have dealt with the initial payment that wasn't covered, which was $781.38 and done something about it. Instead, it has accumulated to the amount now due, with no notification whatsoever! I have been having problems with customer service with Accredo since starting on Humira in February this year. I have had to call every month, to get the co pay billed out, this call takes over an hour each time, much of it on hold. I spoke with a manager in July to voice my concerns, including having to call and have co pay assistance applied to my account. I was told it was the way it was billed out there, and I wouldn't have to call in future, as it would be applied automatically. Since August I have trusted this would be the case, only to receive this accumulated bill, three months later, delivered to the wrong address. This is not an amount of money to be taken lightly for most people, myself included. This is extremely unpleasant and stressful, not good for a person with RA!

This pharmacy is run by idiots. My doctor ordered shots for my arthritic knees SEVEN weeks ago as of November 18th I have yet to receive them. Both my doctor's office and I have made numerous calls to inquire why they haven't been shipped. We have gotten nothing but run arounds, phone transfers and hung up on. I should mention that my insurance has already approved the medication. I can barely walk I'm in so much pain. My fervent wish is that every employee who passed me around, every "supervisor " and every pharmacist who wouldn't speak to me should suffer the way I'm suffering. This pharmacy is without a doubt run by uneducated [censored]s who apparently don't know or care about good customer service.

Accredo is billing us $2, 793.93, and is unable to provide explanation of the $2, 793.93 balance. We believe that Biogen reimbursed them for this amount in 2020. However, it it no November 2021 and they still can't provide us an explanation of what this amount is for. They drop calls, and never call back. We've spend dozens of hours on calls with them, and they are unable to provide any backup or detail for what the bill is for.

Customer Clerk, Helen was rude and not helpful at all on the phone today. I have been without medication for 5 days. She asked the same questions over and over and was incompetent. Go home, other people can do the job well. Not acceptable customer service at all. Withholding healthcare is against the law.

On Monday 10/18 my daughter was admitted into the hospital. After an EEG was completed it was determined that she is suffering from Infantile Spasm seizures. This is a deadly form of seizures that can lead to SIDS. So the urgency in this case necessary. I was given Topamax to give to her while we waited on the Sabril from Accredo Specialty Pharmacy. On 10/21, I was informed that the prior authorization was completed with BCBS and they were waiting on the medicaid authorization. On 10/25, both approvals were done and the order was sent to them to fulfill. On 10/28, Accredo called me to tell me that they did not receive the secondary insurance information. I contacted her neurologist and they confirmed that it was submitted again on 10/29. They also requested urgent processing because of the severity of the matter. On 11/1 I called Accredo and they told me that the medication is on hold and that it can take 48 business hours to process the secondary insurance. On 11/4 I called Accredo again. They told me that I had 2 accounts. 1 with BCBS and the 2nd with Medicaid and that it is going to take a couple of days to combine the two and that again is going to delay the shipment. Meanwhile my daughter is having multiple seizures a day even with the suggested increase in the Topamax. So come today, I get a call telling me that there is a $6, 736.02 co-pay. I call McKesson Loyalty to get set up for the co-pay assistance program and she informs me that I do not qualify because my child has a secondary insurance! So why did they tell me to call you? She then calls Accredo back with me on the line and the associate says that they do not have her secondary insurance on file. I explained the 2 accounts issue and she was able to then locate another account. But then says that the secondary insurance is not active. She said that it can take 7-10 business days. Then she says that she sees that it has been escalated for urgent processing and that can take 24-48hrs. But again, that was supposed to have been done on 11/1 but she is now saying that it was done on 11/3. So I was advised to just wait for a call. I have been waiting long enough. I do not know what type of "compensation" I'm asking for. I just need my daughter to live and this company is jeopardizing it. I am writing this to basically have record of what is going on. And if there deems to be any additional injury or developmental regression I am going to hold this company liable and sue the pants right off of them. This is a life saving drug that my daughter needs and this company has made it the most difficult and frustrating experience. How can a medication that is so important be so hard to get? I know that without damages there is no case for me and I hope there isn't but if there is I already have a lawyer on stand-by.

Ashley Brown (mother of Emmalee Brown)
[protected]
[protected]@gmail.com

I'm presently using Humira for treatment of Rheumatoid Arthritis. The selection of Accredo was made by a Workman's Compensation Insurance Co (Sedgwick Mgt Clms.) Since the inception of using Accredo I have been screwed around each time I needed the medication. In August 2021 I contacted Sedgwick to complain about not getting the Humira filled. They referred me to Matrix Pharmacy. When I contacted Matrix they told me to go to Express Scripts. SWhen I went to Express I was told that Accredo handled my scripts. Finally received my August 2021 medication. It was now time to renew the prescription and I went on line and did do. Waited for over a week only to find out a stop was placed on the order. Called Accredo several; times
and asked why the stop. Eventually the pharmacy stated they needed a new script from the doctor which was sent. Please review your phone records from 10/26 to 11/3/2021 (Rx#555-[protected]-1. ) Your company's customer service is awful and customer notifications are poor

I've been trying for over a year to get my medication through Accredo. I've been to three doctors who have written the same prescription and sent several authorizations to Accredo. I've been to three doctors because two literally gave up dealing with writing authorizations, etc. Then, nothing. I have to get in a chatroom with them nearly every day, have my wife call on the phone, while I'm in the chatroom. It's allegedly resolved, then it starts all over. I'm not sure how they've not been sued for neglect.

I have been assured for over a week a medication would ship so that we could begin. Each person I have talked to has given me a different story about why they cannot ship - doctor's orders, insurance denial, cannot ship to an office, another company filled it, someone within the company was filling a refill and not the starter dosage...Each person I talk to even within hours of each other has a different story. We have been attempting to get medication for about a month now and still do not have it. I have been required to call doctor and insurance myself and facilitate calls between them all because they cannot get is straight. The company does not have employees that can write a complete note in the file, so each time I have to start over. I have dealt with employees and supervisors and resolution team and still have not made progress.

On 10/21/2021 I'm spent an hour on the phone with Accredo and Blue Cross Blue Shield. I was informed that the product Cosentyx, which is being overnighted to me, that I would have to refuse the delivery because Prior Authorization wasn't in their system.
However, the only way a product gets shipped from Accredo is to be assigned a Specialty Account Manager who takes care of the shipping, and the only way to get a Specialty Account Manager is if the product has been approved.
So now I have to go back to my dermatologist to ask them for a 6th time to resubmit a PA (Prior Authorization) to Accredo basically starting the process all over again.
I've never dealt with such an inept company in my entire life.

They always refuse to fill my son's medicine lie lie lie lie they blame insurance but insurance says there lying to fill 9 months straight then on top of that my son has c.f. and they purposely let him run out of medicine IV lost pay IV lost weeks of work I can write a book actively seeking a Attorney.

I have been working on getting my Rx for Aubagio since September 20. First they say they needed a Prior Authorization. After numerous attempts by my Dr., prompted by phone calls from me, I found out that Acredo was transferring the Dr. to the Tricare system and not my Blue Cross primary insurance. Tricare kept denying the Rx since it is not my primary. I was finally able to get the correct number for my Dr. and gave it to my Dr. During my appointment October 13, 2021. The Prior authorization is now in place but then Acredo stayed my Rx had been cancelled because there was no Prior Authorization. They finally said they reactivated the Rx and just needed to talk to my Dr. The person from the leadership team I talked to. Melissa G said she would oversee and expedite the filling of the Rx. When I called again on the 15th of October I was told that I did not have copay assistance and so I was transferred to Savon. They say it will take 72 hours to process. I asked Melissa at Acredo about this and she said it was in place. It was not! When I called Express Scrips patient line, they say I don't even have an Rx for the medication.
No matter what I do, they have an excuse for not sending me the medication. I received an automated call from Express Scripts saying the medication was approved.

Accredo has not sent my sons medication refilled on September 15th, they said it would be at my home on the 28th, they never requested the Prior Authorization from the doctor. My son needed his medicine to be taken October 1st and still no response from them. After talking to five people still nothing. With private insurance you cannot even get your damn medications. Worse than any universal healthcare. Big Pharma does not give a damn. They are allowing people to die even with insurance and medication paid for. My insurance carrier Aetna said I had to use this pharmacy, this is communism.

Two weeks ago I called Accredo Specialty Pharmacy to get a prescription refilled since I was unable to complete the request on the app. I then had my doctor call to preauthorize the refills which I see was completed on September 14, 2021. Friday, September 24 I called back to check the status as the app showed pending Pharmacist verification. They confirmed the request had been submitted and would have the order expedited to management for approval and to expect a call from a manager. I have received no call. Today, September 27, I called in the morning for a third time in two weeks to check on the status. I was told they wouldsubmit a form to expedite the request. I asked if there was a person who could push this through to ship out same day. She said "hopefully" it would be sent out tomorrow. I am two weeks overdue for this medication. This pharmacy is the only one my insurance will cover for regularly prescribed specialty medication.