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1.8 202 Reviews

Express Scripts Complaints Summary

34 Resolved
158 Unresolved
Our verdict: With Express Scripts's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Express Scripts reviews & complaints 202

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J
7:58 pm EDT

Express Scripts Billing on FSA card charges without appropriate receipts

My names is Jose Hernandez and my Anthem Blue FSA card provider alerted me that due to several submittals of billing without appropriate receipts submitted by Express Scripts they were locking my card. I have called Express Scripts customer care several times to explain the issue and to request appropriate receipts and all they send me is itemized billing for whole year of 2021. Example - one charge is for$119 in March 21, 2021 but when I look at the itemized billing that I was provided, I can't find a receipt for $119 even when I try to add charges close to that date.

Desired outcome: Provide appropriate receipts to submit to Anthem Blue FSA card for unlocking card

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12:28 pm EDT
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Express Scripts Prescription for Lorazepam

I absolutely hate this company! I am on Lorazepam, which I have filled by a local retail pharmacy. Recently, my doctor sent a new prescription by mistake to Express Scripts (which I have asked be removed from my file). I needed my prescription July 2. Express Scripts received the new prescription June 29th and said it would be delivered by July 3rd. However, when I tracked the shipment I found out I would not get it until July 9th! They use DHL and as a cop out they say they have no control over when deliveries will arrive. Lorazepam is a benzodiazepine and if you stop taking it abruptly you can have a seizure. If I end up having a seizure, I will take legal action against this company. People need their medications! How can they be so grossly incompetent, yet still remain in business.

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C
12:31 pm EDT

Express Scripts medications not delivered

my medication was sent to the wrong address back on may 27th still have not received was told must wait 30 days for lost medicine when the dhl tracking shows was sent back to them i have severe health problems and now am out of medicine for had emergency refills done once at the price for 5 days worth that i usually pay for a months supply have called and talked to them a half dozen times each time they act like its the first time i've talked to them worst service from any business i have ever gotten in my 62 years on this earth i just need my medicine not asking for anything free

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6:03 pm EDT

Express Scripts Unable to get medication with prescription from doctor.

A few days ago my doctor tried to get me medication to fix a problem with me being constipated. The doctors office was told (Express Scripts) I would have to have this problem for 3 months (Express Scripts) before I could receive medication (Linzess). I called Express Scripts myself after talking to Alex who I explained I had major surgery on 12 April 2021. And told him all the over the counter medication I have tried with little on help. Alex talked to Authorizing Section. He came back and told me to have doctors office to call [protected], and tell then the same and should not be a problem. Doctors office called the above number and Jeff told doctors office I would receive medication only after I was constipated for 3 months. Does any one with 1/2 a brain understand this? So I guess the next step is go to ER.

Desired outcome: I need the medication (Linzess), now not in 3 months.

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5:54 pm EST
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Express Scripts Cosentyx

In November I received notice that Cosentyx was no longer going to be covered by Express Scripts. I immediately contacted by prescribing physician. They contacted Express Scripts and were told that since there was a prior authorization on file that was good until 11/2021, that the medication would be covered until that time, and no action was needed to prescribe a different medication or additional steps needed by the prescribing doctor. I have a copy of the letter sent to my Doctor, informing them that coverage would be provided until 11/2021. I tried refilling the prescription on February 4, and have received nothing but a run around. They are saying it is not covered, a different PA is needed and they keep canceling the order. I called and was on the phone with different reps for 1 hour and 20 minutes on February 15 to try and get a resolution and clear action steps that needed to be taken to get this resolved. I still have no direction and their attempt to communicate any status of this has not happened.

Desired outcome: Resolution to my issue

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11:11 am EST
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Express Scripts My medications

I have not got my meds in a timely matter, since they switched to dhl express scripts. I really dont what to do! My last four refills just sit somewhere after dhl gets them. If I don't get my meds my eyes get irritated and I risk getting infected. I call express scripts and they tell me to call the usps. That does not work

Desired outcome: Send meds only with USPS

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B
2:34 pm EST

Express Scripts Prescription

My husband had his regular diabetes check with our Dr, Wednesday, January 20 2021. Labs were done and the Dr put in a prescription for Jardiance, with Express Scripts. This medication is not available for him at the local Dyess AFB, pharmacy, where he gets other proscriptions filled. On Thursday, January 21, the Dr calls at 8:00 a.m. and informs my husband that his blood tests show, that he will be over medicating, if he continues the Jardiance, so he's to stop taking this medication. After speaking with the Dr, my husband called Express Scripts and lets them know that he doesn't want the prescription for the Jardiance sent to him. The representative says that the prescription had not been processed yet and that she will put in his request, not to fill the prescription.Monday afternoon, January 25, the prescription from Express Scripts is delivered with the mail. Tuesday morning, January 26, my husband calls Express Scripts and asks why the prescription was sent. This representative, tells him that it was mailed early, Thursday, January 21. She told my husband, that his Dr had to be the one, to let them know that the prescription shouldn't have been sent to my husband. She says that she doesn't know what the representative that my husband spoke with, on Thursday, January 21, told him and that he will still be charged $29, for the Jardiance that he was told would not be sent and that he can no longer take. Very rude to insinuate that my husband is lying, and very rude not to do anything to fix this problem. Why would one tell him that the prescription would not be sent and another says it was mailed out, early, the very same morning, that he was told that it had not been processed. Ironically, neither my husband, nor I, have ever had a prescription, filled and delivered in less than a week. The normal expected time for delivery of our prescriptions, a has been around 10 days.

Desired outcome: The representatives at Express Scripts should keep better records and do as they say. They should have better training for customer service. Also, my husband should not be held responsible for paying $29, because of their mistakes

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P
5:14 pm EST

Express Scripts Having issues getting a medication

Let me start off with I hate express-scripts. I am a veteran of the Air Force (retired) and was a medic when I serviced. My complaint is that I have to take Amitiza 24 mcg every day and it needs a prior authorization which I did not know this because I had this script wrote for me in Oct 2020 with refills and it got approved. When I went to have it refill I didn't know that there was a issue that it wasn't going to be refilled due to the prior authorization had expired. I called express-script in regard to this and they just stated that the prior authorization had expired and they had reached out to my provider to get the needed paperwork. 3 years ago I went through the same thing with getting the brand name Maxalt ODT because the generic did not work on me, it took me 2 years to get the brand name approved after several emails, handwritten letters from me and my provider and me sending in a copy of express-script policy highlighted with their guideline for someone to receive the brand name. Now I am fighting with them again (my provider never receives anything from them, I have asked) I am the one that reaches out to my provider after I find out through checking my prescriptions and seeing either "needs attention or been canceled". It gets aggravating that I get told by my provider that they sent in the prior authorization on Jan 4, 2021 and get told that express-script didn't receive anything. It's like pulling teeth to talk to a supervisor or pharmacist or even the prior authorization department. If I could, I used some other system to fill my prescriptions but being retired and a veteran my hands are tied. I am so fed up I can spit bullets.

Desired outcome: Express-script to make it easier to talk to who the client needs to talk to

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4:51 pm EDT

Express Scripts Medicare part d medicare drug coverage

Patricia L Stevens
DOB 6-25-48
ID # MOO996933281

The formulary list Losartan as a covered drug with limits on qty. I take 2 per day at 50mg. They continue to harass my doctor for an exception as to why it can't be 100 mg once a day. (90 pills for 90 days instead od 180 pill for 90 days. Why should I have to break a pill to comply with how I am supposed to take it? I have written two letters to their Medicare Review Dept per their instruction and also faxed them to the number they provided. They now claim never having received them.. It's a lie. Can you help me.

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12:58 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Express Scripts Cosentyx

For many months, we've been trying to get cosentyx delivered to the pharmacy here in nampa, idaho without any avail. I have been calling everyday for ten weeks to get this medication delivered to the dermatology in nampa, idaho. I need this medication badly; for I am breaking out all over my body. Your people have not been very helpful; they are full of lies. Each time I call, I get a different message of deliverance day. They tell me they have to evaluate the situation and set a new shipping date. In other words, it never gets to the dermatology in nampa. I need this medication as soon as possible to take control over my outbreak. This is inge boyette at [protected]@hotmail.com.

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1:22 pm EDT

Express Scripts Expensive price

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

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K
9:47 am EST

Express Scripts failure to ship as promised

On november 15 I put in for refills on two medications
It is now december 11th and they have not arrived
They claim my address is undesirable even though I get usps every day and they them selves have delivered me several orders in the past

I am currently on my 24th call to the company I have had 6 promises of shipment and they have never shipped
These are medications for high blood pressure and diabetes

Living unmedicated is dangerous in the extreme
My doctor is considering admitting me to the hospital
My lawyer is preparing a law suit
Not that that will help when in fact I die of diabetic shock
This company is the most dangerous creation of the supposed health care industry
The customer service people are like the guards at a death camp all they can do is follow orders and let people die

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PBThompson
, US
Mar 28, 2021 12:08 pm EDT

I hzad never used ES Mail Order. But since ES up tiered weveral meds that I have taken for years (v old, v generic drugs), I had to switch. Delivery is odd. Looks to start with DHL. But when flimsy packaging arrives, it is USPS. Are meds bulk shipped to a few US warehouses, and then repackaged? That could be why it takes so long.

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Karen vinson
, US
Oct 08, 2020 10:12 pm EDT

I've had issues with express scripts before. One time was suppose to get meddies in particular, 3 phone calls later and 2 weeks late sending medication i finally received it. Am thinking just get that medication thru home town pharmacy

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E
4:32 pm EDT
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Express Scripts epi pens delivered warm, twice

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.

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10:36 pm EDT
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Express Scripts unauthorized usage of my debit card

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.

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12:19 am EDT

Express Scripts medication

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.

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10:36 pm EST

Express Scripts using my checking account information to charge prescriptions without my consent or authorization

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.

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11:42 am EST
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Express Scripts prescription meds

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.

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Robert Livingston
, US
Feb 26, 2019 8:23 am EST

My prescription is always on back order why? CVS never had this problem when they had the contract. ES is always wanting to transfer the prescription to my local pharmacy then notify me that they have the script in stock but they can't transfer the script it back from Walgreens and have to get a whole Script. WTFO.

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Robert Livingston
, US
Feb 26, 2019 8:18 am EST

My prescription is always on back order I never had this problem when CVS had the contract. Why?

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8:48 am EDT
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Express Scripts denial of coverage for medication

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!

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6:51 pm EDT

Express Scripts won't refill prescription

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.

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11:59 pm EDT
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Express Scripts refusal to provide required medication

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.

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Express Scripts Customer Reviews Overview

Express Scripts is a pharmacy benefit management organization offering a range of services aimed at making prescription medications more affordable and accessible. They manage prescription plans for employers, health plans, and government entities. Services include home delivery of medications, specialty pharmacy services for complex treatments, and a network of retail pharmacies. Additionally, Express Scripts provides tools and resources to help manage medication adherence and spending. Their platform is designed to streamline the prescription process for both patients and providers.

Express Scripts In-depth Review

Overview: Express Scripts is a prominent player in the pharmaceutical industry, providing a range of services to customers. With a rich company history and background, Express Scripts has established itself as a trusted name in the industry.

Services Offered: Express Scripts offers a comprehensive list of services that cater to the diverse needs of customers. These services include prescription fulfillment, medication management tools, network coverage, and more. Each service is designed to benefit customers by providing convenience, cost savings, and efficient healthcare management.

Pricing and Affordability: Express Scripts' pricing structure is evaluated to ensure affordability for customers. A comparison with competitors' pricing helps customers make informed decisions. Express Scripts also offers cost-saving options, making healthcare more accessible and affordable for its customers.

Customer Service: Express Scripts' customer service quality is assessed, taking into account the availability of support channels such as phone, email, and chat. The responsiveness and helpfulness of customer service representatives play a crucial role in ensuring a positive customer experience.

Prescription Fulfillment: The prescription fulfillment process is reviewed, focusing on the efficiency and accuracy of order processing. Delivery options and timelines are also discussed to provide customers with a clear understanding of the services provided by Express Scripts.

Prescription Management Tools: Express Scripts' online platform and mobile app are evaluated for their features and functionality. The user-friendliness and ease of navigation are important factors in determining the effectiveness of these tools in managing prescriptions.

Network Coverage: Express Scripts' network coverage is assessed to ensure accessibility for customers in different regions. The availability of pharmacies and healthcare providers is crucial in providing a wide range of options for customers.

Medication Formulary: Express Scripts' medication formulary is analyzed to understand the range of covered medications. Any restrictions or limitations on certain drugs are highlighted to provide customers with a clear understanding of their options.

Privacy and Security: Express Scripts' privacy policies and data security measures are discussed to ensure the protection of personal and medical information. Compliance with industry regulations, such as HIPAA, is essential in maintaining customer trust and confidence.

User Reviews and Ratings: User reviews and ratings from various sources are compiled to provide an overall assessment of Express Scripts' reputation. Positive and negative feedback is summarized to help potential customers make informed decisions.

Additional Features and Benefits: Express Scripts' unique features and benefits are highlighted, including special programs or discounts for specific customer groups such as seniors and veterans. Partnerships or collaborations that enhance the customer experience are also mentioned.

Conclusion: Based on the review, Express Scripts is evaluated as a whole, summarizing key findings. A recommendation is provided for potential customers, taking into account the overall customer satisfaction and reputation of Express Scripts. Final thoughts on the business and its impact on the pharmaceutical industry are shared.

How to file a complaint about Express Scripts?

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1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in using your credentials. If you don't have an account, create one on the website.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue you have with Express Scripts in the 'Complaint Title' section.

4. Detailing the Experience:
- Mention key areas of concern such as account access issues, transaction problems, nature of the issue, steps taken to resolve it, personal impact, etc.
- Provide relevant information about any transactions you had with Express Scripts.
- Explain the nature of the issue in detail.
- Include steps taken to resolve the issue and the company's response, if applicable.
- Describe the personal impact of the issue.

5. Attaching Supporting Documents:
- Attach any additional supporting documents that can validate your complaint. Avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses incurred.
- Utilize the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission Process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure each step is clearly defined to guide you effectively through the process of filing a complaint against Express Scripts on ComplaintsBoard.com. Remember to use simple language and provide all necessary details without including any sensitive information.

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Contact Express Scripts customer service

Phone numbers

+1 (800) 711-5672 +1 800-282-2881 More phone numbers

Website

www.express-scripts.com

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