Express Scripts
reviews and complaints

Express Scripts has business deal with hospital (at least the one I use). so all the prescriptions went direct to this company. After Dr visited, I got a call to confirm the prescriptions and mailing. Luckily I asked how much? Price was about 2-3 times more than the pharmacy that I normally used. I had to call to my dr office office to make sure they never transfer to this company again. (which hospital did not always follow this)
few years after, Express Scripts tried to get the business by sending me letters for my prescription with special price. I called Express Scripts CS confirmed price $18. One mth later, I got the same letter again, I called Express Scripts CS again. same info, good price at $18. I decided to go ahead, ordered. The prescription arrived with the bill $50...?!
I called and found out that they changed to similar prescription. but claimed that my dr office has changed it. I contacted my dr office and confirmed that my less expensive prescription was still available.
You cannot trust this Express Scripts company, they will try to get more $ from patients every where they can. if you do not want to waste your time, do not use this company
Plus... it took forever to connect to Express Scripts customer service.
such a waste of time

About two weeks ago my daughters epi pen refills arrived at my house, warm and in a bag that had various tears, and the boxes were crushed and the pens were loose in the bag. I called customer service and they psyched me on to a pharmacist who said that even if they were left in the truck for a few days they would be fine. But because of the damages they would send replacements. When I asked if they could just put them in a cardboard box like they used to, she said no. I mentioned that the last time they were shipped to us they came in a box with a small ice pack. She insisted they never did that in the years she had been with the company.So today I get the replacements and they are very warm to the touch and the boxes are once again damaged. It's annoying to be told that something that was done less than a year ago was not something that ever happened, and then to have heat sensetive medication delivered warm. I don't really trust that t medicine is safe, especially since she tried to gaslight me about the last delivery we had. If I had another choice of pharmacy I would take it, but if I don't use mail order I don't get a discount through my insurance.

Today I noticed that Express Scripts ran my debit card for $120.00 authorization for a prescription. Apparently, according to the customer service representative, my doctor sent a prescription, TODAY, to Express Scripts. This is not true because my doctor would contact me prior to submitting a refill due to the glucose testing that needs to take place every 90 days. So here is the first untruth. Then the customer service agent advised me that Express Scripts did not run my card for $120.00 for the refill, although the refill cost $120.00 and my bank confirmed that yes today the company ran my card for an authorization. She advised me that she confirmed with her supervisor that Express Scripts did not run my card. So this blatant lie went on for about 10 minutes with her stating that there is no authorization when I was sitting here looking at the transaction and had spoken with my bank who confirmed that it was not a miss billing and yes Express Scripts charged my card, without my authorization. I advised her to remove my card number from their billing system as I never confirmed automatic billing. Every prescription I receive I get a call from them and they request my billing information. She stated that my account did not show auto-billing. So with that statement she confirmed the transaction was unauthorized because the only way an account can be charged is with auto-billing or by speaking with me in advance.

I instantly could tell that my thyroid med wasn't working. Hair started falling out. I looked at pill bottle said generic. Called they said they were making synthoid now and this was their generic version. They told me this twice. Third time I called they said that was not true. So they were giving me wrong med and lying about it. This has caused my health to deteriorate. Hopefully it will improve when the correct med arrives.

Pharmacy processed what they call a duplicate claim. Had no record of my permission to process and withdraw funds from my personal checking account for 2 prescriptions totaling $300. After speaking on the phone with representatives, I was finally told this should never have happened; but they could not refund my funds. They used account info that was for one time charge only. I will be pursuing a desired resolution. This has put undo financial burden on me. Not to mention stressing my health.

I was notified by Express Scripts on 07/18/18 (received 07/24/18) that they were terminating my Part D plan in one week. The excuse was that I was no longer in their service area, which is the 50 states in USA. I moved from Ohio to Wisconsin, due to health issues. I complained several times, but they would not recognize their error, and that Wisconsin is still in the USA.

I paid for the full year, in advance. Only after repeated requests did I receive a refund two months later. Because of the incorrect cancellation by Express Scripts, I have experienced significant added costs to my medications, and expenses incurred while trying to correct the actions of Express Scripts.

I registered complaints through Maximus Federal Services, who did nothing. I suspect Maximus is a front for Express Scripts. I complained to Medicare, who did nothing.

This is not the only problem I had with Express Scripts, but I will write the other problems off as incompetence. I assume not intentional, which would be fraudulent.

This is how Express Scripts mistreats the elderly and disabled.

This company has changed and it absolutely sucks now! First of all, I do not understand how a prescription insurance company can act as a pharmacy and insurance company! How is that not a conflict of interest?!?! They do not care about my best interest, they only care about saving money! They also now have a monopoly on only allowing 30 day supply medication through an actual pharmacy. If you need any amount over 30 days, you MUST now order it from THEIR PHARMACY, and their incompetent pharmacist then denies many prescriptions based on the belief a different, more cost effective medicine is available. They have doctors (I assume) making medical decisions for me, that have never spoken to me or met me! I am tired of fighting with this company over every medication my doctors prescribe, thereby raising my already dangerously high blood pressure, higher just to get my proper medication that my actually doctor that met me and knows me, prescribed! And then after the fight, it's about a two week wait to now get the damn medicine. I have been waiting for blood pressure medicine for over a week now, and it still has not shipped. My blood pressure is dangerously high 190/110 and I am stuck fighting and waiting this incompetent company! When I have a stroke, my medical insurance will be stuck paying for this companies lack of competence! I can't wait for the class action lawsuit against them. I will be on that list!

Express scripts feels they have the right to override my Drs prescription for pain meds. After fighting for 2 1/2 weeks they finally said they would no longer fill my meds. Still waiting for scripts to be returned. Talked to them again and got a new script after they agreed to refill and they lost the prescription. Sure glad I had sent with a tracking # or that script would have stayed missing. Going to check insurance company and make sure they are not getting charged for them like I've read about on other complaint pages. You need to stick to the job you were hired for and stop trying to play Dr. Don't give me garbage of being sorry and I should contact you with my info. If you really cared, you could get my info from your files. Tired of hearing your lies. Worst company ever. Ready to sign up for class action suit . Someone is going to end up in hospital or die because of these practices.

For many years, I have had approval from Express Scripts for a particular drug for which a generic does not work. Recently, my doctor sent them a prescription for the wrong drug. If I was dealing with my local drug store, they would have noticed the change and called me to make sure it was correct, but not Express Scripts. They sent me the wrong prescription, won't take it back, won't give me a refund and worst of all, won't give me the right medication I need for the next two months. Someone needs to take a hard look at this company and how their policies are adversely affecting the health of their customers.

On 9/24/2018 at approximately 3:30 pm I called express scripts to ask why they cancelled my mailed in prescription of Hydrocodone / Acetaminophen Rx # [protected] that they received on 09/19/2018. Your service member initially told me that they could not filled this medication because they could not contact my doctor to verify the amount and dosage of the medication. I contacted my doctors office and they told me they never received a call from Express Scripts concerning the dosage requirements. I recalled Express Scripts and they told me to call my local pharmacy and have them call Express Scripts at [protected] so that they could electronically fax them my prescription to Walgreens. I called my local Walgreen, and they told me that they could not accept electronic prescriptions from Express script, that I would need a new prescription.
I called my doctors office and they could not fill another prescription for Hydrocodone/Acetaminophen because it was a controlled substance.
I recalled Express Scripts and after several supervisors they told me that they had issues with the dosages that the Doctor prescribed, and that my prescription was cancelled. After going thru several supervisor, they told me that they were retuning my prescription by mail.
I have worked with many service organizations thru out my career in and out of the military and I never been treated so shabbily as I have been treated by Express Scripts.

I am a 100% disabled Veteran, with issues with diabetes, hi-blood pressure, low thyroid function, and 10% kidney function. I have been thru 2 wars and have serviced in 6 different county with the US Armed Forces. I have earned my medical benefits the hard way with over 24 Years service.

I don't need a service that suppose to fill my prescriptions to change the dosages that my Doctor has prescribed. Express Scripts needs to clean up there act and do what they have been contracted to do "Fill Prescription".

I am, once again, over a week without my blood pressure medications since it was sent to wrong state. This is a fairly regular occurrence. Email is generic robot nonperson. Customer service is long waits, followed by hard to understand insividuals who simply give me the runaround without actually doing anything helpful.
My blood pressure is soaring. Last order, 24 days late, sent me to hospital.
This company couldnt care less about people
Hoping my family files a lawsuit for negilence

I have OAB and as a result I'm up Urinating half the night and getting little sleep.

Every medication has failed including Merbtriq. I've explained 5 times to five people that the Cialis was the only thing that would work and protocol indicated 1 5 mg a day for 30 days. They gave me 15 and when I complained they gave me 6.

No one sent an explanation. What is wrong with the people over there?

Please help,
Dr. Smith
8B Pilgrims Harbor
Wallingford, CT 06482
[protected]

i am retired military 60% disabled vet...i had been getting my prescriptions filled by express scripts for quite a few years now...we live on an island in the Gulf of Alaska...
recently...my wife added me to her insurance, thinking that was the smart thing to do...since that time...ALL my medications have stopped being mailed...WHY? after NUMEROUS phone calls this week...and talking to a MULTITUDE of people...i still have no meds...as i am now out...it seems as tho it is a punishment to have more than 1 insurance company covering you...and the bottom line...i have insurance...disability and the one we pay a premium and deductibles on...WHY DO I NOT HAVE MY MEDS?THAT IS THE BOTTOM LINE? WHY DO I NOT HAVE MY MEDS ? when i started my phone calls this week...i was told it was taken care of...even have the emails to prove it...but then...20 minutes later another one stating we cannot fill it...and the F'D up thing i was told by one of your employees...i was no longer enrolled in DEERS! WTF 27 yrs of active duty...and then you tell me i am no longer enrolled...the term "TERMED" was used...and when i prodded one of your so called SUPERVISORS he would not give me a straight answer...i have fwd all the emails up the chain to our local congressman here in Alaska...what you are doing is fraudulent...it is pure and simple BS...if someone has insurance...disability or otherwise...and they have a prescription it should be filled..no questions asked...i will be in touch

A VERY ANGRY VETERAN!

"Through bold action, specialized care, data insights and innovative solutions, we deliver smarter pharmacy services - making healthcare more affordable and accessible for millions of people."

"We are sorry you are having problems"..."We are sorry you feel that way"..."please email..."

Okay, so your mission statement is a BOLD lie and misrepresentation. "Specialized care" - ummm, pharmacists are not doctors, clerks are not nurses. Denying medicine for patients is not "innovative", it is medical malpractice. You save money by sending substandard generic medicines and denying medicine to make a millions because either the patient paysnout of pocket or, god forbid, gets worse and requires totally different medicines.

I have a cardiac disease, liver disease, sleep apnea and lung complications. Now having stomach problems. The medical professionals aka pharmacists have denied my antibiotics and said I need to take antidepressants for stomach pain. Nevermind that pain was never in my diagnoses. So a pharmacist is making up a diagnosis for a problem I am NOT having. I do not recall submitting to a medical exam by a pharmacist. Now this same pharmacist medical group has decided that I do not need my MD prescribed breathing treatment medicine in favor of a cheaper less effective brand. Now, if this lesser quality breathing treatment does not work, I am heading to a heart cath procedure. So rather than do as the MD prescribed, the pharmacist has condemned me to the pain and expense of a heart cath. Bully for you! How innovative! Tranfer the cost of the meds to the cost of a medical procedure. Awesome thinking! I hope your supervisors take note of your savings and give you a wonderful bonus.

I am sure Tricare appreciates it as well but I bet they do not know that increased doctors' visits, emergency room visits and additional procedures may have been caused by a PHARMACIST diagnosing and denying patients their MEDICAL DOCTOR prescribed medicines!

You guys just suck- plain and simple. You interfere with patients' qualities of life and ADLs. So I hope you are proud of yourselves and go home every day feeling great about the crappy effect you have on peoples' lives!

I retired 01/2016 I had express scripts for years while working for the state of new jersey. When I retired I kept express scripts. I began making my payments. On 02/2017 I called to make a payment and was told my account was on hold and I had to make a payment which I owed from 2013. I did give the amount owed since then I have called and spoke to reps and supervisors that promised to investigate and they would get back to me never did who took that money? Also I was charged for my antibiotic pills full price I called and was told my drs office has to call express to have it okd when did this start and why was I not made aware of this.
Linda grossmith
2 wild azalea court
Annandale n.J. 08801 member# [protected]

This is the first time in my lifetime I have had a company that used Express Scripts as their service for prescriptions.

I have found they are very difficult to get answers from, take a while to fill prescriptions, and generally don't document things well.

An example of this my spouse takes a management medication for arthritis. It look over three weeks to finally get a hold of the correct people to get the prescription filled and then mailed out. We had to call back eight times. Each time we found they did not document previous issues and what the current hold up was. For example, the first call they said the medicine was not covered. I checked with our insurance broker, and they advised it was covered. Then, once that was determined, Express Scripts was supposed to get the all clear my company's HR or the company's insurance broker. It took three calls just to get that part to occur. Once the medicine was approved, we were advised it still had to be be approved by the prescriber as medically necessary. Once that was resolved, a co-pay program was setup. It took several more calls to get Express Scripts to get the co-pay program working in their system. Since it's a daily maintenance medication, you would think a 90 day supply work be approved? Nope. Express-scripts said the insurance carrier for prescriptions (which is Express-Scripts) would only send out a thirty day supply at a time. I have had no issues with our former insurance company providing a 90 day supply. Why Express Scripts would do this is beyond me.

Now, get this. Express-Scripts and their specialty branch, Acredo, operate as two different companies and have different coupon (or do pay assistance from a drug vendor) policies. Express-Scripts does NOT honor coupon programs, while Acredo does. Here is the rub. You can't order just any drug from Acredo. Express-Scripts controlls what drugs each of their own companies will fill. It's designed to make the consumer pay. Thank goodness I was smart enough to work with the vendor of another maintenance drug that is medically necessary and they advised me of a way still to get the discounted rate even if the pharmacy that fills it does not accept the insurance.

I had my doctor send a generic prescription for a controlled substance (oxymoron 20 MG er) to express scripts pharmacy because I couldn't afford to pay $95 for the name brand at my local pharmacy. My doctor changed my prescription from a higher dose and ordered generic. I received a bill for $95 from express scripts for the new medication prior to receiving the medication. I called Express Scripts to ask what the bill was for and I was told a prescription for Oxycontin, a controlled substance was in transit. I told the woman I spoke with that I would just refuse the delivery because I hadn't authorized a delivery for this medication and that my doctor ordered a generic.

She told me to go ahead and accept the medication and use it and that she would put in for a refund request since I never authorized shipment of the Oxycontin. She told me someone would be in touch regarding my refund.

Last week a man called me from Express Scripts and told me that I must return my controlled substance (Oxycontin 20 MG ER) if I wanted to get a refund. I told him it was illegal to return a controlled substance but he insisted I return it. I requested to speak with a supervisor. He told me one would contact me within 24 hours. Today I received a missed call from supervisor Liz. I returned the call but she could not be located. I therefore spoke with Shenekia, Supervisor # P63909 whom confirmed that I must return my controlled substance for a refund. She also informed me that had I refused the shipment, I would not have received a refund and my account would have been sent for review even though I never authorized this shipment of Oxycontin. I also informed Shenekia that not only is it illegal for her to request that I return a controlled substance but Express Scripts policy clearly states online that controlled substances cannot be returned. She continued to tell me to return it if I want a refund. I then requested to speak to her supervisor. She told me one would be in touch but could not give me a timeline.

I just turned 65 in Dec 2017, and was automatically switched over to Express Scripts (Medicare supplement) by my former State of Virginia employer. I have yet to get a single prescription WITHOUT having to make numerous calls on every one, confirming my address (hasn't changed in 35 years), authorizing the meds to be sent (my call to order the med isn't an authorization for some bizarre reason), my life sustaining insulin order has been cancelled 3 times (I get no explanation, when I ask why), they question my doctor's orders (my Dr. has called me to ask "What in the hell is the problem with your prescription plan folks?"), and the Express Scripts folks cannot even see the screens that I look at on THEIR WEBSITE! The folks that I have talked to on at least 30 calls in 2018, to find out what is wrong, are the most incompetent staff that I have ever experienced at any business in my entire life! This Medicare Supplemental Plan is an embarrassing disaster for State retirees. I have to stay on it, so my spouse can continue to keep her Health Insurance until 2021, when she turns 65. If not for that, I would drop this plan TODAY ! State retirees deserve better than this.

I do not believe the price increase is fair, I retired from the military after 23 years the one of the reasons I wanted to stay in the service was for the free no cost medical that was promised as each year go's on there is more cost, now at 65 years old if I decide I don't want medicare Tricare takes away benifits and I have to pay for part B where is the free medical I was promised after retirement with the milirary the govenment lied to me and all the other retired veterans.
We should not have to pay 1 cent for any healh care/meds fix this sad system.