Accredo Health Group
reviews and complaints

On Saturday, August 28, 2021 I received a past due notice from Accredo in the amount if $4, 739.73. Since I have never heard of Accredo, I tried calling but of course they were closed. I called again on Monday, August 30th and spoke with a woman who stated that although she was able to pull up my account (and I use that term loosely as I've never used Accredo) but didn't show a balance due. However she told me exactly what medication the bill was supposedly for, who called it in and when it was called in. Bonita at Dr. Kalb's office called a script for Skyrizi in on September 22, 2020. I have never been to a Dr. Kalb. The lady at accredo stated she was unsure why I was receiving a bill as the script was transferred to Walgreens Pharmacy, whom I have also never used. When I got my mail that day, I received ANOTHER bill from Accredo stating that they billed my insurance $17, 762.37 of which the insurance paid $13, 022.64 leaving me a balance of $4, 739.73. Not only is this a fraudulent bill but this company is collecting from money from insurance companies that they are not due. When I asked WHY I was getting these bills the response was "I'm not sure". This is ridiculous, fraudulent activity and I would like it cleared up immediately!

Every month I call Accredo Specialty Pharmacy for a refill on my medication and I nearly always spend over 30 minutes on the phone. Today, Aug 27, 2021, I called at 10:00 a.m. eastern time and it is now 10:48 and I AM STILL ON HOLD! I do not understand why that would happen even one time but I am now convinced it is intentional. I suspect that a note in my order history says "MAKE THIS GUY WAIT". If it is possible, I will find another pharmacy for my medicine. There is no way they are going to improve this situation. I give up.

Have been desparately to get a medication delivered for my Son for his psoriatic Arthritis for 2 months and 1 day. Drs Office and I have been relentless calling every other day. All Pre Authorizations and other requests asked of us have been submitted...quite a few times. This is DELAY OF CARE...no other way to put it. The prescription has been approved but they aren't sending it

My wife has RA and our insurance uses Accredo as the Specialty Pharmacy. Anytime we use this pharmacy, it is nothing but stress and problems. One of the biggest right now (Monday, August 23, 2021) is that for two weeks we've tried to get her prescription to our home with no results. No results after supposedly a manager two times giving the go ahead for the medication to be overnighted to her. Of course, I'm sure these conversations are not recorded (I've thought however each time she answers to start with a disclaimer of her own that the conversation is being recorded, yes seriously.) however phone records will show 30 minutes wasted each call with the same conclusion, ‘we'll have the medics sent out overnight to you… our apologies'. Nothing still at three weeks, no medication that helps control her RA. Either they don't care, or there is something else going on that they don't want to be upfront with….

I contacted Accredo and let them know I was stopping a medicationRINVOQ and resuming stellara ( I had refills available). I was given a delivery date for two days later aug 12. On aug 13 I had not received it and logged on to discover the incompetent person I spoke with discontinued both medications! They should be fired. That is negligence, medical error, obstruction of care and led to extremely delayed medications. I had to change to another specialty pharmacy because of this. They will not respond to messages . They had a ROBOT call and prompted me to keep pressing buttons and never got a human being! I am not a robot I speak only the English language and pay my bills in full. I expect HUMAN respect!

WORST SPECIALTY PHARMACY EVER!

I have had the misfortune of dealing with Accredo's Specialty Pharmacy since changing insurance companies at the start of 2021 and EVERY MONTH requires a minimum of 2-3 hours of phone calls to get my medication covered and the refill ordered.

To top it off, because of some ridiculous 3-way payment split, there is always a mysterious $500 charge that when questioned goes away immediately. I'm told every month the charge was in error due to how they bill.

EVERY...MONTH...

Over the 2021 4th of July weekend, FedEX was kind enough to sit on my refrigerated medication for 5 days ruining the dose. For the sake of brevity I will say it was a fight to get a replacement scheduled...but that's not where the story ends...your pharmacist decided to CANCEL THE ORDER. Was I ever notified? Nope. I had to call you back to discover why the shipment of meds never arrived only to be told that I was refilling my order to soon. Again it was another fight to get a second replacement scheduled. That dose arrived 3 days after I was scheduled to take my medication.

Fast forward to August and I'm quickly approaching my dosage date with no medication once again. I called to see why I wasn't notified for a refill and got told again that I was ordering too early. I had to fight for an hour with your people to get my prescription refilled as your system continually told them I already have enough...REALLY?! I asked her if she wanted to see inside my fridge and count how many doses I have left and I was put on hold while she tracked down a pharmacist. Apparently the replacement order for the ruined dose last month wasn't put into your system correctly. It should have be filed as a replacement order...not a refill.

Now that I finally have a dose scheduled, I have crossed my fingers in hope that it actually arrives on time and I can take my dose (at that time I will be 3 days past due). I don't even want to think of how many phone calls I will have to make if another dose gets damaged or lost!

Optimum Specialty Pharmacy gave me zero issues and made me think that was how it always worked...boy was I wrong! The worst mistake in my life was switching to a plan that uses your company...and I've known plenty of mistakes in my life.

Don't know where to start. From
Pharmacists making dosing errors and trying to hide it not knowing I'm a Pharmacist myself.
Wrong delivery, not delivered on time. Lies, more lies and more lies. Supervisors assuring me the medication would be delivered at a specific date. Me traveling my family to help me
And then finding out the never delivered the medication and just doing more excuses. I've dealt with plenty specialty pharmacies before but Acreedo has won every mediocre award.

I would provide a date, but there are too many to remember. I have had Accredo since January 2021. Since then (and we're in the beginning of August 2021, so roughly 7 months) I have called them no less than 5 times. Each time it is because they do not have something in regard to my specialty medication; whether it's prior authorization (which I jumped through hoops to do January 1) or them shipping on a wrong date/not clearing a shipment with me and refrigerated medication being spoiled (twice), or the current issue of a prior authorization that is in place through June 2022 and yet they can't seem to find it. After being on hold FOR AN HOUR I finally hung up and called again. The poorest "customer service" ever. They say they care about the patient, but they don't. If my medication were life or death I would be dead by now. Yes, it is a necessary medication for arthritis, but I can at least live without it for a few days. It has become SO BAD that I am talking to my doctor about alternatives simply because I don't want to have to deal with Accredo ever again. I AM GIVING UP ON A MEDICATION THAT ACTUALLY HELPS ME BECAUSE OF THIS HEADACHE OF DEALING WITH THIS CRAPTASTIC PHARMACY. Accredo should be shut down. They only care about money.

The pharmacist at acredo make errors routinely. My cimzia is supposed to be delivered/dispensed every 4 weeks. But acredo has changed my prescription to every 8 weeks without anyone's Consent or permission. That Is not how the rx is written. Then the customer service reps cannot get the pharmacists on the phone. I waste hours and hours trying to get it resolved. Still not resolved.

Further specialty medications cannot be filled online nor by the automated system as these specialty pharmacies do that on purpose to make things more difficult. They won't call you, they won't remind you, they won't auto fill, they will only make it complicated and difficult for something that is routi e.

An ABSOLUTE JOKE! Medication that was supposed to be delivered for a very serious condition on 7/23 and it's 7/26 - still not here! I've been lied to and pushed from one person to another. I'll leave this complaint here, but I'm taking this situation and how I've been treated as high as I can. They're all very nice, but it's been nothing but lies, delays and blaming others/co-workers.

Due to a change in my insurance, I began using Accredo in January 2021 primarily to order medication for transplant rejection. I take the brand medication because they offer co-pay assistance far cheaper than generic meds. In January 2021, I went almost two weeks without meds while Accredo figured out the issues.
Today, I received a bill for $4k for two medications, Prograf and CellCept. I normally pay $15/refill. So, I called and after 2 hours on the phone, I was told, they ordered one refill too early so the manufacturer's assistance did not pay. For the second medication, the assistance for the year had been exhausted.
When I asked why wasn't I notified, the rep said "I am sorry. We don't know if you will pay out of pocket, have FSA, or whatever." But, now I don't have any meds! And, I certainly don't have $4K to pay.
I have been using my co-pay assistance for 15 years. This is the first time it has run out. But, more importantly, why was a bill allowed to get so high without notifying me?
Accredo said when the refill is ordered, they quote the pricing without the co-pay. When I have asked why don't they verify the assistance BEFORE shipping, that is not their process. I have even told them do not ship and expect me to pay $2k. But, they did and now I will run out of meds in three days and I am panicking again. I could very well lose my transplanted organ.

Just going to get right down to it-
I placed my first refill order of Rinvoq at Accredo on June 2nd, a little after 1:00 (central time). It sounded like everything went thru, nice and smooth, no problems with my order. (I can't remember the name of the lady I spoke with, but she was a doll- much appreciated). I asked for it to be delivered this Friday (6/4) as I would be out of the Rinvoq in the next couple of days, and possibly out of town. That was no problem, she assured me and I was all set to see the meds on Friday.
Friday rolls around (today) and I realize the Rinvoq had yet to be delivered. So I thought I'd hop on the Accredo app, and see if I could find the status of the delivery. I looked it up and saw the delivery date was now 7/07/1907. Not sure what exactly was going on, so I thought it would be best to call and speak to someone at Accredo. I called at 3:30 central time, and spoke to a woman named Robbie (I think). I don't know if y'all don't give breaks there at Accredo, but this lady literally yawned in my ear no less than six times, in addition to short burst of exhaling air thru out the call. I was informed that I would not be getting my meds today. I was told my insurance failed to pay, so no meds for me. She was kind enough to run it thru the system one more time, and bingo! It went thru. I thought whew, that's great, when should i be expecting the Rinvoq. She told be she wasn't sure, it has to be sent back to a pharmacists, and it could be a couple of days before the meds would be sent. I told her that i will be out of the meds in 2 days, and why was I not informed that my order was not being shipped. No one called me, left a message, texted or emailed me that my meds weren't going to be shipped out this Friday, or any day in the near future. I asked Robbie, why did not one call me. Silence. I asked should someone have called me- yes they should have. I even had her check to see if anyone had called me. Nope, no one called. I asked her again, when might I expect a call from the pharmacist- a couple of days, but I can call and check on the status of I wanted. I informed her I will be out of meds in two days. She said that she put asap on the order. I'm at a loss at this point. I just don't understand why I wasn't contacted. It certainly sounded like everything went thru on the first phone call. How long would it have gone unfilled? Just spoke to Selena to check up on the status of my refill, and what do you know- nothing had been done to fill the order. I would not have known if I had not called. And no one can tell me why a phone call wasn't place to let me know. Amazing. I did find out that I won't be receiving my meds until Tues. I guess that a Monday delivery was just out of the question. I also reached out to customer service and I have heard nothing back. Amazing. I'm going to assume nothing will come on this either, but maybe I can at least give a heads up to anyone that may consider using this company.

I am filing this complaint against Accredo Specialty Pharmacy after having them withhold my prescription for over a month. My doctor contacted them and followed up with them every step of the way. After waiting for the insurance company, which was very quick, I was told Acreedo had all they needed and I should be hearing from them within 2 days. I called this morning, Monday 26, and was told they were still waiting for a script from my doctor's office.

This has been done on three separate occasions. I am without a drug that helps me function on a daily basis for my asthma. Also, I am at high risk during COVID and EXTREMELY upset about all the run-around.

Please let me know what I need to do to formally file a complaint and get someone's attention who has the authority to handle this matter.
--
Ciao,
Cyndi Kingdom
"'Creativity is intelligence having fun" Albert Einstein

I am a care coordinator on a doctors office. I help to schedule patient refill of their specialty medications that we have prescribed. Every patient that is required per their insurance to use Accredo, deals with shipping delays, billing delays, and unreasonably long wait times when on the phone with accredo. I myself spend 2 to 3 hours on the phone with Accredo just trying to help 1 patient get their REFILL set up to ship. I am transferred to multiple people, none of which have the answers, and usually I am told that it will take 24 to 48 hours to find and resolve whatever the issue may be. accredo is by far the worst specialty pharmacy my patients and I deal with! Accredo is a barrier to patient care!

Having a really hard time filling my medications. Takes several hours and several days to schedule one fill. I am exhausted and stressed from having to communicate with Accredo. Unfortunately, this is the only pharmacy I can use for my specialty medication. Talking to supervisors or pharmacists is useless. The medications that this pharmacy is responsible for filling are life saving and essential for patients. This level of mishandling such expensive medication is unbelievable. I just spent hours on the phone with them with no resolution. Promises from supervisors to follow up with me never end up actually happening. My average time spend is up to 8 hours and several days just to get one fill scheduled.

Accredo forces their employees to make false documentation so they can bill the Manufacturer for repeated calls to the patients. Accredo creates duplicate accounts so patients get multiple calls over and over again. Accredo gets paid for most calls to the patient by the manufacturer for "education" provided to the patient. Accredo uses "Robo caller" to spam call people all the time. They don't care about the patients, they just care about all the money they can get from the insurance companies and the manufacturer. Accredo is totally unethical and if anything is said they pretty much tell us to shut up and conform. Totally illegal and unethical.

As I'm holding on the phone (45 mins) at this point with Xeljanz representation and Accredo, I feel compelled to file another complaint against Accredo for what can only be described as the worst company I have ever had to deal with.

Xeljanz implemented a Copay Prepaid Mastercard Program in January this year for patients formally on the "copay assistance program". Accredo seems to not have any knowledge of this new process. For the last two months, I've spend several hours trying to get billing issues resolved as a result. This added level of stress trying to get in contact with someone who has a basic level of understanding is unacceptable.

What needs to happen:
Accredo needs to delete all reference to the "copay assistance program (old program)
Accredo needs to apply my new MASTERCARD PREPAID COPAY PROGRAM (CREDIT CARD NUMBER IS ON FILE) to all Rx orders.
Accredo need to train their staff on the new process.

I'm a biologic coordinator. Last week I spent over 15 hours on the line with them about tow patients. I spoke to pharmacy techs, supervisors, and pharmacist. My patients still have not received their medication. One of my patients is autistic and when they don't have their medication, they will scratch their face causing bleeding and infection.