Accredo Health Group
reviews and complaints

Every month we need to refill simponi injection at Accredo Specialty Pharmacy. Every refill requires multiple calls and hours on the phone. They talk you in circles, every person you speak with gives different reasons why it can't be filled. How awful for sick patients to have to deal with this to get their injectables. Today's call to Accredo supervisor Derius total call time 2 hours put on hold for 30-40 minutes at a time and would get on and say I'm working on looking into it. Finally, after 2 hours and 28 minutes, I hung up with no resolution. I Will have to try again later and hope I get lucky to get a customer service rep that knows how to do their job. I will be notifying BBB and provide copies of phone calls and the length of time they keep you on hold.

I have a skyrizi complete savings card that is supposed to mean I pay $5 per prescription filled. I have only received my first shot and already received a bill from acreedo for $2749.81. Called multiple times, gave my savings card info 3 times (each time being told it wasn't on file), participated in multiple 3-way calls with abbvie & acreedo; but still no resolution. I was supposed to order another shot last week, but I can't do that until I see a bill that shows I won't be charged this again. I am the patient - this should be between the two companies & not involve me. So I must stop my medicine, due to the incompetence of employees not fixing this. I am beyond upset that my open psoriasis is bleeding and I can't get my medicine, especially since this dispute has been going on since july and today is 8/17/2020. I only ordered the medicine because I was assured I would only be responsible for $5, not $2749.81. This is inexcusable.

NOTHING about this company makes sense. Today I spoke with yet another rep about a script sent in 1/30/20. They said they'd tried to contact my doctor on 2/3/20 because "information is missing". I asked which doctor because one left the practice, and the script was sent by my new one whom I haven't met yet. They told me the name. IT WAS MY PCP. I have no idea how they got his number or why they called him. Not only is he not a rheumatologist, but I never gave them his info! They said they haven't gotten a response. Gee, I wonder why! So the woman tells me at least 5 times that I have to get the new doc to call in and give info, but not only can she not provide what is missing because her screen is frozen (happened with a diff. rep on Monday, too), but she can't even access it because it's part of something different (I assume Express Scripts - also [censored]ty). I asked why no one reached out to ME to tell me there was a problem. No answer.
Other issues:
- send meds using cheapest possible shipping, and packages come messed up.
- Alerted you're receiving a shipment often after it's already arrived
- Have nurses call you repeatedly for "counseling" even though you decline.
- Most ridiculous phone procedure. If you happen to call after hours, not knowing them, the system still prompts you to enter all your info, telling you you'll be connected with an agent, only minutes later to be told to call during regular hours. Seriously? Could they not have a different intro when it's "late" (around 5pm).
- Must make a formal request approved by a supervisor to have a delivery on Saturday. WHY? What do they care when my meds are delivered?

I am thoroughly disgusted with this company. Express Scripts, who, I believe own Accredo, is equally a disgrace to healthcare services. It's a nightmare every single time. I WANT OUT.

Zero. Absolute zero. They have no idea what they're doing. I got my first prescription through them fine. Then when it came for the second they said it wasnt covered. I called my insurance they said it was. They basically told me they didnt know why and it took them over a week when they said they'd call me back. I was late for my prescription and had to convince the on call people to transfer it to walgreens where I could fill half the prescription and then accredo would figure out their end and get me the other half. Now I'm out of the first half and they call me saying the same thing they did before. Even after they said everything would be fixed and noted in the computer. So many people have lied. Now im currently in the process after 3 hours on the phone with them to get it transferred to walgreens permanently so I never have to deal with them again because they still dont know why they cant fill my prescription. I literally get sick every time I dont take my meds on time. I am very close to sueing they have no care for their patients. Absolutely worst customer service ever.

I have been receiving Enbrel 50ml Sureclick for years now. On January 27, 2020 I called in a refill and was told that it is denied because "Prescribing Dr. say discontinued due to upcoming surgery". This was news to me! Seems I should be aware of such things. I called my Docotor and they told me...No such communication. In fact, a new prescription had been forwarded on the 20th of January. It was incumbent on me to clear up this issue with Acreedo. I called Acreedo back and told them what the Docotors office had told me. Acreedo Again told me that I was having surgery, that no prescription had been forwarded and it was incumbent on me to clear this up with the Doctor. I would appreciate resumption of my medication as prescribed by my Doctor please.
My name is Daniel McArthur..529 Virgil Creek Road, Dryden, NY 13053.
I am not sre how much to put in the clear here...phone [protected].

I have Rheumatoid Arthritis, I've been on xejens xr for a year and never had a problem with Cigna specialty pharmacy. I did not expect to have a problem with it when our company moved to ACREDO.
I've had nothing but problems. Lost scripts, lost approvals, and missed medication. The people who answer the phones are very nice. One even spent an hour, telling me all about his meal from the night before. And the unfortunate side effects of said meal on his digestive tract. Unfortunately forme, he couldn't seem to get on the point of finding my missing prescription.
I'm more than fed up with dealing with them. Now I'm even getting the run around from my health insurance, because they don't know where to send my call. Because, ACREDO handles the specialty meds. It's not like I want my immune system to turn on me. But it has and I need this medication.
It's been a God send.

Every month, I get a refill of my Dupixent medication. Last time it was refilled was oct 26 2019 (after delay of 3 weeks). When I did not get a call one month later to schedule delivery of refill, I called and was told that they need a prior authorization from my doctor (despite them already being able to fill the prescription a month ago). Customer service representative said they will contact my doctor. When I did not here back by mid-December, I called back and I was told that I do not have a valid prescription which was not true because I saw my doctor send an RX from March 2019 with 11 refills and then again in October of 2019 with 11 refills. Someone also wrote a note that my doctor has left the practice so they can not request RX refill which is A LIE because my doctor is still there. Prior to my prescription being transferred to Accredo, my Dupixent RX is filled by Cigna specialty pharmacy and they did confirm that they transferred my RX from March 2019 with 11 refills and that was how I got my prescription on October 2019. I had a Cigna customer service person contact Accredo to fix this problem. My doctor's office also faxed another prescription with 11 refills on December 26. When I called Accredo on December 31 (more than 2 months since I last had my meds) they confirmed that they have everything and that my medication will be mailed by January 3. My medication never arrived. As a result I have been suffering from the symptoms of my atopic dermatitis since at this point, I have already missed 6 weeks worth of dose. I have been very frustrated with Accredo's poor handling of prescription and patient information, severely delayed delivery of meds, poor customer service (including Lying!) and overall all creating unnecessary work for the patient, the doctors and the insurance company!

Unfortunately I have the displeasure of having to use Accredo for a specialty medicine. I have been trying to understand since June 21, 2019 why after my official approval from the ProPeer doctor board that Accredo uses, I haven't been called to schedule my delivery of my medication. After numerous calls and a few disconnections, I have now spoken in the last week to 7 different "managers" that have given me 7 different answers as to why my medication was not scheduled. The first couple of times, no one even had my case and couldn't find the approval letter on file til I provided the case number. Then there was that the co-pay was too high. Not sure how they decide what I can and can't pay. Next there was that my secondary insurance was not on file, which seems odd since I've done this numerous times before. Third, they needed a diagnosis code which also seems odd since the doctor board they had review my case wouldn't have had that already to share. Now, I wait as the one person taking care of my account (Nicky) has been out for 3 days and they don't know if she'll be back this week. I have asked for follow up calls from the operations lead (Jamise) which I also don't get. This is a poorly run company and BCBS should be ashamed that they are in a partnership with them.

I have spent more than five hours on the phone with Accredo in the last few days in the attempt to get a medication filled, scheduled and delivered on a tight schedule. Every time I called I was told something different by the representatives, including that the prescription my doctor sent in not one, not two or three or four, but FIVE times by both phone and fax did not show up in the system. When my doctor called, Accredo had no record of me in their system until the doctor spent an hour on the phone with them pushing. I finally was able to schedule the shipment at the last minute and was told it would be delivered the next day, then called to check on it and was told it never shipped, and even that there was no record of it in the system. I was put on hold for more than 30 minutes without someone checking in. Some representatives were kind and helpful, others were plain rude and unwilling to go out of their way to check on my medication. I am still waiting to find out if this medication was shipped, and if not I will miss a dose which will lead to feeling really crappy for a week or two. Last time I missed a dose I was unable to work, and if that happens this time I will be unable to afford my health insurance and copay for this medication at all. I would like to sue Accredo if that is possible. So horrible it should be illegal to deal with this company.

I am having the worst experience with this company trying to get my prescription filled. They have called to tell me that my authorization was denied. Correction, they have the authorization on file and it's good for a year. Then they tell me that the order is "processing". They call my doctor to say that the prescription is unclear. I ask them what is unclear about it. They can't answer that question so they go back to saying that the order is "processing". I am completely frustrated with this company and I am trying to find out if I can file a formal complaint with the DOI. That is my next step!

My partner has severe Crohns. At every point, Accredo has made the process of setting up his infusion medications nearly impossible. Accredo withheld cost information until the medication was ready to ship, then demanded a $2500 payment. No one mentioned the Manufacturer Copay Assistance until I spoke to multiple supervisors. Accredo refused to ship the medication until copay assistance was approved, even though no one with commercial insurance is denied.
This complete lack of competence caused my partner to miss several days of work and nearly resulted in his hospitalization.
The following month Accredo lost the copay assistance authorization numbers, saying the first shipment went out before the assistance was processed. This was an obvious lie (see above).
In general, Accredo does not make notes of calls, resulting in multiple calls to resolve the same issue. Accredo refuses to update patient records with correct telephone numbers.
I see Accredo has 10 complaints here, none of which are resolved. I have no illusions that this compliant will be resolved either.

My name is David A. Williams, my RX # is [protected] dob 11/21/1962 I have enbrel co-pay assistance with Accredo. I have attempted 5 times since July 9th to refill my prescription. I have been told each time that my authorization has not been updated by the authorization department at Accredo, even though my Doctors Office Rhuematology associates, 51 Sewall st. Portland Maine, 04102 tel# 207-774-5761 said they called it in back in June, and again on the 12th of July at my request.Express Scripts called me and left a message that the information needed had been received and that I could order my prescription and needed to do nothing else. Since then I have attempted to order my prescription twice and was told that the authorization has not been updated. I have been told 3 times that the information they need is in the system, that they have not updated it and that emails were sent to them to do so by the customer service representatives I talked to. I am out of medication and experiencing a bad "flare-up" due to my inability to get my prescription refilled. Can you please ask the authorization department to update me in the system so that I can refill my prescription?

Recently, accredo refused to refill my prescription. Even though I had been trying to get this prescription filled all week, never was I told that there was an outstanding balance and that they would not refill the prescription until I paid the overdue amount. The amount was roughly $1200 for a service in january. Every 10 weeks this medication is administered and so 1 week before my injections I called to be proactive because they never fill a prescription for me to send to my doctor's office until they have my approval even though my doctor requests it for me a week before my appointment. At that time they said it was time for a prior auth. Got the run around about that. Finally on thursday, that was completed to their satisfaction, but at this point, mind you, I had been working on this since monday/tuesday, they say that the patient assistance has not helped me pay my bill, perhaps my membership had expired and I should call them to reinstate me so that they could get paid and I could get my medication. On friday, I call to speak with a supervisor because I am getting different stories from the patient assistance program and accredo. The supervisor tells me that even though they had no proof they sent me the invoice (I never received one) and even though a previous representative said that perhaps the invoice went to the doctor's office instead of me, even though I always pay my claims to them, they would not under any circumstances send my medication until I paid the ~$1200. After an hour and a half of going through circles with this supervisor, I consented to him taking $870 from my hsa account and taking the remainder from a different credit card. He repeated, and I reiterated, several times that only the past due amount would be taken and that I would be billed for the next medication that they would be sending out. Not only did they take the $870, the roughly $350, but then charged the same credit card almost $600 for the next medication. Not only had I not authorized this charge, it was almost $500 more than I actually owed as they billed me prior to the insurance paying their part! Then, I look on my hsa account today to see why my card was declined at the doctor and low and behold, they have charged this card about $50 without my permission. When I called to complain and seek reimbursement, I was told that they had signed me up for auto billing without my consent. This company is such a hassle. As if my health issues do not cause me enough stress, this company makes everything worse and they are so dishonest, overcomplicate everything and are not compassionate at all.

Accredo is holding my daughter's medication hostage at this point. It is a time sensitive medication that I called for on time and they keep putting it on hold due to a billing issue. They never informed me of the issue either by phone or in writing. The issue was they were billing the wrong part of my insurance. I have still yet to receive my daughter's time sensitive medication. She needed it last week. They still haven't sent it out. My insurance company has called them four times now. This is absolutely absurd that they would hold an 8 year olds medicine from her. This company is ridiculous. People don't want these medications THEY NEED THEM! Why would anyone do this? I called for a tracking number today and it STILL HASN'T BEEN SENT! They said there's so much to do before it is sent. I told them they have had more than enough time to do that since it was supposed to be here last week. I am trying to find a new specialty pharmacy because I will not deal with this company ever again. They are willing to hurt children. That is not ok.

An employee of Accredo Health Group has been irate, harrasing me, using profanity on the job while employed at Accredo Health Group Memphis Tn and at my house and property. Her name is Lisa and she is a Subject Matter Expert and trainer very unprofessional and unethical in Authorization department . She is suspected to be involved in a fraud scheme too.

I'm filing a complaint on a patient account representative by the name of lasonya who has repeatedly called my house badgered me harassing me using verbal. threatened verbal abuse and I am filing a complaint and want something done about it. Lasonya was cursing tell me handle it like a woman and from a woman's which was inappropriate for a professional and threatened me.

[protected]

Does anyone else have problems with Accredo constantly lying about why they can't fill your specialty medication? it is still in processing? or is the prescription illegible? are they waiting on the doctor's office to clarify the order? do they need to verify the address again? Is there a way to file a class action lawsuit against them? possibly for medical neglect - punitive (I think it's called) damages for the pain and suffering, mental and emotional distress caused by their deception and delays while we go without needed medications? I sure wish someone would shut them down and give the insurer the option to choose where to get their medications filled, after all, I am paying for the premium only to have someone dictate how I can use my benefits -- something doesn't seem right! thanks for listening

These people are the absolute worst. Every month you have to call and resubmit all of your patient information to get a refill. You also have to have someone physically sign for your shipment. They also call you non stop for refills. One month I had 16 missed calls from them wanting me to re-fill my prescription. I've tried on multiple occasions to ask them to stop, but they still call non stop. Finally I had to ask them to take me off their reminder service entirely. HORRIBLE service. No online option. If I could stop using them I would.

I'm 56 yo with a very serious genetic blood disorder since birth. In spite of acute severe pain episodes and chronic damage to many organs, I have a degree in clinical lab science and worked 28 years in my field at two of the top hospitals in the country. I also have training and experience in medical billing and coding. My entire adult life I've had to deal with my own medical insurers, and constant troubleshooting of my numerous medical bills, pharmacy and specialty pharmacy bills. I had Anthem Medicare for years since I was placed on disability. The specialty med I've been taking since 2006 was distributed to me by Curascript without any hassles or problem. Then in 2014 Anthem/Express Scripts decided to change specialty pharmacy to Accredo (or merged Curascript with Accredo as I was once told by Express Scripts). As soon as Accredo took over, the nightmare began. In 35 years I've dealt with all kinds of problems with my medical care and with working in the healthcare field. However, ACCREDO IS BY FAR THE MOST INCOMPETENT company I've ever dealt with. From the first month they took over my specialty medication dispensing and delivery, there were problems; first with getting the prescription receipt even acknowledged and acknowledgement that I was an Anthem customer; getting the script filled and shipped; then harassed with repeated robo calls from Accredo that they could not seem to shut off; billing errors and not billing my prescription assistance correctly. When speaking to customer service it seemed like I was talking to people who don't have a high school diploma or any training in customer service, or how the processes of the company work. They transferred me repeatedly to other people, and all of them had a different answer to the same question. I felt personally cursed, until I investigated Accredo and saw the overwhelming number of complaints from others for many years. Accredo was involved in class-action litigation by their stockholders, and the stockholders won. There needs to be a class action filed against Accredo for the customers.