Express Scripts
reviews and complaints

Tricare last four 2365, Patient Deborah L.. Dickey; 07/15/1956. I have been taking Nexium for many years and have had this prescription filled through Express-Scripts for over 19 years. Suddenly there is a problem getting a refill there is medical documentation, that should be in your records that explain why I can not use this medication in generic form. I received a call today 03/08/2018 from my primary care doctor saying that my prescription request was denied; this has never happened before.

Please explain to me why this is a problem and I'm being denied a medication that works. I checked the express-Scripts web site that explains there is a copayment for the brand name, not one representative even brother to mention that.

I may be reached through this email address but prefer telephone contact at [protected]. Thank you.

I am requesting a refund of $252.19 for prescriptions incorrectly sent to me.

I was Retired as of Jan 31, 2018 from US Bank and no longer have employee medical coverage. December 2017 I requested all my drugs stop automatic refill via the website. This was because I did not want to incure a deductible that I would have to pay for just one month. This was done in Dec. 22(?), 2017

I received two prescriptions on January 20th, 2018, that Express Scripts insists I did not cancel the auto refill on. They supposedly show I had cancelled auto refill on all my other drugs but not these two. I did cancel ALL auto refills in December on their internet system which I have used before and am not a new comer to using their site.

On Jan. 22, 2018 I contacted express scripts with the problem that meds were sent out even though I had cancelled auto refill and explaining why.
Shakera put me on hold and checked with someone who told her the dollar amount was too high for her to make a decision on and would have to be forwarded to accounts receivable 2018. They would get back to me within 72 hours which would have been Jan. 25, 2018 at 3:30 pm Pacific Time.

I did not hear from anyone from Express Scripts as had been indicated and was unable, due to illnesses to follow up until February 2, 2018. I discussed the problem with two people, mostly with Josh, employee number P4646 (which he provided when asked for). He indicated nothing he could do, it had been reviewed, (I guess by accounts receivable] and rejected.

I asked to talk with the department who had rejected it. Josh indicated he couldn't do that. I asked for him to review his computer of my account. He saw that even after I had talked to Shakera and requested she make sure no automatic refills were still showing, one for a very expensive drug was showing up as auto refill. Josh quickly said he could take care of that for me, as if that would solve my compliant. (Interest to note, that particular drug no longer shows at all in my prescription history on their website).

I explained to Josh that their system was obviously not reliable and that I had many problems over the past years with auto refills being dropped without me requesting it, or auto refills being requested per phone call to Express Scripts that I had to talk to several people over several days who supposedly fixed the problem. This usually happened around the beginning of the year.

Josh insisted that their internet website was "very reliable" and would not admit that obliviously right in front of him was an error that he had to correct for me.

As far as getting back to me within 72 hours, that was incorrect. No one would get back to me at all according to Josh. This 72 hour policy was for interdepartmental communication. He said Shakera gave me incorrect information.

Josh's person that he reports to is Mary R, but he said she would not talk to me. By the way, Josh told me they use their first names only, no last names are ever given out. I did ask if they used their real first names and he said yes.

Insisting I needed to talk with someone above him he said I would need to talk to a "third level" customer service person and no one was available. He said anyone I talked to would give the same answer he was giving. I told him I wanted to talk with them anyway, requested a callback and a name of the customer service person who would call me back. Josh couldn't give me a name, said he didn't know who it would be. Asked him for a name of at least one third level. Wouldn't give me a name.

Due to my disability I am not always available to talk, so callbacks are very difficult for me. I requested an appointment call back so I would know when to be available (or have an advocate available at least). We decided on Monday or Tuesday, Jan 5 or 6th between 1pm and 3pm. I followed this up with a note to customer service, No call back ever received.

I've tried to recreate the conversation with Josh, but so much of it was convoluted and Josh was obviously trying to do his best to cover for the problems presented. He flat out told me I had been given the wrong information by staff, but made no apologies or attempts to correct the situation were offered.

Resolution I am requesting
I have not opened the mail bag that the prescriptions came in, it can be sent back. I am requesting a total refund of the $252.97 for the prescriptions incorrectly sent to me.

We have had many problems with Express Scripts in the past. They take at least 3 to 4 weeks to send out a prescription, so we are always in the position of paying ridiculously expensive expedited shipment charges. Furthermore, I have NEVER received my sleeping pill from them even though they say they have mailed it. I believe someone within Express Scripts steals controlled substances.

Our latest debacle with this company is that they told us we could no longer fill our prescriptions at Kroger, that Kroger was no longer in our plan. I contacted our company and this is not true. I called Express Scripts again and spoke with a different customer service rep who said that Kroger is in our plan, but if we use them instead of using Walgreen's or Express Scripts, we will incur a severe penalty.

I insisted on speaking with a supervisor. I told the supervisor I wanted a cost analysis of the cost to us of filling our prescriptions as Kroger versus Walgreen's. I already knew that every one of our prescriptions is cheaper at Kroger than at Walgreen's. At that point, the supervisor acquiesced and admitted that we could use Kroger without any penalty.

Obviously, Express Scripts makes a greater profit if the customer uses Walgreen's or Express Scripts instead of Kroger. The supervisor denied that his underlings were told to try to make customers use the retail outlets that are more profitable to Express Scripts, but I don't believe it. I told him the problem is one of the following: 1) Employees are told to shift customers to retail outlets that are more profitable for Express Scripts, which is dishonest; or 2) The employees of Express Scripts are very poorly trained and don't understand the prescription policies they enforce. Either explanation is a bad reflection on Express Scripts.

This is one of the worst companies I have ever dealt with. If you must deal with them, insist on speaking with supervisors only.

I have been trying to get Enbrel for 3 weeks. At first, Accredo said doctor had not provided dosage information and that no prior authorization process was needed. The Doctor was on a vacation, but worked with Accredo despite that. Accredo called us and confirmed with us that they had everything and will be shipping medication immediately. Fast forward one week, I am still waiting for meds, I call them back and they say the only information they have is for Humira and that their scribe took wrong information (I am allergic to Humira and hence my need to be on Enbrel). Then 4 calls and hours on hold over the phone, they tell us they need prior authorization, even verbal would work and I should try to be positive. Doctor's office complies and calls first thing in the morning. She is told its not sufficient. We get back to Accredo and they say the Doctor's office has not spoken at all... another 2 hours on hold and they say the Doctor's office has been calling wrong people and it's not their responsibility. I was on other line while the Doctor's office kept trying to sort it out with them. Now they say that Accredo can't do anything, it's Express Script's issue... Long story short... I still have no medication and nobody wants to be accountable for this...

I recently was denied a refill on a prescription I had for Restasis by Express Scripts. I have been prescribed the medicine for dry since 2011. After getting my eye exam, my eye doctor wrote a prescription for Restasis and followed all the pre authorization requirements. Express Scripts review board denied the prescription stating it was unnecessary medication. My eyes do not produce tears in sufficient amounts which could lead to corneal abrasions and vision loss. That's not necessary? It's ridiculous. This is the only medication I use regularly and it's denied. The out-of-pocket cost for this medication is around $560.00 for a 30-day supply. I can't afford that.

I spoke to Yeda on 11-06-15 at [protected] concerning the delay of home delivery for my prescriptions. She stated that they were delayed due to:

1. Prescriptions not received from my Dr- I had checked before calling and they were electronically sent on 11-04-17.

2. Yeda states that I had a prior amount of $1.84 from August 2015. I did not know this. I requested an invoice and she said Escripts doesn't do this.

She said that that is why my account is on hold. I
requested to pay for this and she did not accept the
payment.

Please help. I am disappointed and astounded by this type of customer service.

In summary my chronic care prescriptions were not filled or addressed.

I hadn't read the reviews before using them and suffering now...
I have been their regular customer for about two years and I've had enough. Today is the day when I decided to cancel.
The last straw was when they did everything wrong for me. Confused prescriptions, measured the wrong amount and gave me a big mess and a headache. Worst of all that they didn't correct their terrible mistake.
So I am done. Goodbye, ES.

When I initially called to inquire about the prescribe medication being shipped out to London, I was told that I may have to pay a small fee because it is temperature sensitive medication. So I agreed and went to proceed with the order. After few phone calls and verification the order was finally processed. But today I received an email stating that I need to provide a stateside address in order to receive the medication. So I called your office and asked about the email. After few transfers and waiting I was told that you guys do not ship temperature sensitive medication overseas. I have wasted over a month trying to get this medication, now I am 2 months over due dealing with the pain. This was a very poor process, if the policy is that you don't ship certain medication overseas I understand. But first your employee told me it can be shipped. Second, you guys verified the order and had multiple people look at the order and did not catch or paid any attention to where it was going. When it was finally all process after a month, then I get a notification that you guys don't ship the medication to overseas. I have wasted my time and money trying to call you guys and even my doctor on the phone with you guys trying to submit the prescription and prior authorization process. Now I have to go back and restart the process for my alternate option I was given. Because of your poor processing and looking at the details I am dealing with this pain. Thank you so much for this suffering.

Fraud--charged me for a 90 day supply but only received 60 days worth of meds. When I received the rx, I did not dump out the pills and count them. However, on day 57, I realized that I only had 3 pills left. When I contacted the company, I was told, "so sorry--nothing we can do, it is past 60 days". However--the sixty day is from their ship date --not when I received the pills. I was one day past their ship date and they did not overnight ship, so I could not possibly have had the pills for 60 days. Fraud! Count your pills when you receive your order to protect yourself.

My husband received an order of verapamil that he did not order nor does he have automatic refill on any of his medication. There was a bill enclosed. We made 2 phone calls to customer service and were told he had ordered it online and we would have to keep it and pay for it. No one at our home ordered this medicine online nor did we receive a confirmation that it had been ordered. We and our insurance company should not be billed for something we did not request.

Express Scripts is the pharmacy contractor for Tricare. My Tricare coverage ended because of divorce over four years ago. Express Scripts sends me a letter stating I owe almost $8, 000 because of overpayments made six years ago, which in fact I had Tricare coverage during that time period. Before harrassing me about a debt I do not owe, they should have checked to see when my Tricare benefits actually ended. Also, the pharmacy that filled the prescriptions in question verifies eligibility before every prescription is filled – they never would have filled a year's worth of prescriptions without my having current Tricare coverage. The tone of their letter is so arrogant, stating unequivocally that an overpayment has been made to me, not that it appears an overpayment was made, and what a big waste of taxpayer money. They should reimburse me for the cost of my time, copies, and postage, I wasted hours on this inaccurate claim by this incompetent agency.

I have three prescriptions with express scripts that i have been receiving going on two years now. I received this after suffering head injuries leading to severe tbi that caused damage to my pituitary gland. The new script was sent july 19th 2017, it is now August 16 2017. during this time two scripts are showing Prescription request has been received and processing, its showed this sense July 19th, no change. The third is waiting on dr approval? (the dr sent the script in)

Through this time frame two has had no change and the third needs drs approval for a third time. After the 2nd approval was sent be my Drs office express scripts canceled the script. I contacted the drs office had them resend the scripts after talking to a customer service rep for the 12th time with express scripts. The new prescription is now setting with express scripts waiting on drs approval.

I am now completely out of my meds and today is the schedule day to take it.

I use to be a employee at ESI.They are horrible and worse company to work for. They don't care about their employees who been there from 4 months, - 14 years. They will use you to the core and expect for you take mental, verbal and physical abuse. Since working at ESI. I was diagnosed with anxiety, high blood pressure, in which I never had in my life. They don't even offer sick time, no good benefits. And no good pay at all! They shows favortist to those who kiss [censor] and throw u under the bus to get that extra 0.59 to the hourly pay rate. The leadership team ain't crap . They don't care if u stay or go. All they care about is making them money. They don't care if you just had a heart attack. They want to know when u coming to work and have a billion unreal expectations for you to fulfill. They don't care of your child die, they don't reach out to you for condolences. Express scripts don't care especially management. Starting with one in Tampa, NC- virtual. I would call their names but they have a brain to know who they are. They cheat patients out of money and business tactics are horrible. Anybody reading this please do not have your family use express scripts...file am appeal to opt from mail order cause they full of [censor] and utilize of resources to void using ESI cause every person who takes that call are getting treated worse than the members. So members when you call in mad and angry...we don't give damn cause we are stressed the hell out and taking your issues to the attorney general.

I ran out of my blood pressure medication July 1st.
It is now the 21st and I'm still waiting. This company is the worse place I've ever had to deal with.
Unfortunately GM gives me no other options.
My only other option is to get new prescriptions and pay full price at nearest pharmacy, an option i need to pursue as my BP is soaring because my meds are not here.

In March of this year I was diagnosed with Adult Onset Stills Disease in which I take a once daily injection of Kineret which is a biologic medication. This disease is such that I am required to take an injection at the same time each day as to ensure that rapid return of symptoms do not manifest. For the past 2 months I have been receiving my medication directly from Kineret. Their customer service is incredible. Their process was for me to call their customer service to request a refill and I had it on my doorstep by 10am the next morning and heavily packed with ice to ensure this biologic medication remains at temperature.

This month is the first time that my insurance is requiring that I use Express Scrips mail order to fill my medication. I contacted Express Scripts 1 month ago to coordinate my prescription as to ensure that I was not to have a lapse in medication through the transition.I was told that I would be contacted to coordinate delivery.

This past Friday the first shipment was delivered and without any advance notification as I was told I should expect. For this reason I happen to be away all weekend and the medication sat in the 90 degree heat for the weekend rendering it not usable. I called first thing Monday June 19 to explain what has occurred and to request medication as I am out of my current supply after tonight, June 21.

Since Monday June 19 I have called to get a status on the expedited refill request. At this time there still is no update and they can't tell when they are able to schedule shipment. The latest customer service rep told me that I am to expect a call within 48 hours of my initial call, which has not passed and this is only to schedule a shipment. The only thing they can tell me is that the order is still residing with the pharmacy and it has not been released.

I spoke with a supervisor last night and this was of no help either. She was only able to tell me the same information as there is a bottleneck in waiting for the order to transferred from the pharmacy for processing. This apparently can't be expedited even when a patient is in a dire situation due to a communication error from Express Scripts to start.

I have asked if I would be allowed to get my medication this month, due to the issues with Express Scripts and the failure to guarantee shipment by today (I am out of medication if not shipped overnight today). I was told by the supervisor no and that in the future I needed to request my refill sooner.

It is unbelievable that the customer service is so poor and that there is no process in place to quickly rectify situations such as this. I was told on Monday that this is an expedited refill request. In the time that has passed, Express Scripts could have received an overnight shipment from Kineret and then shipped to me overnight to receive this morning. But, instead I am waiting on a phone call in which I am to expect the scheduling of shipment.

I am now waiting to see if I will get a call today regarding a status update, which if any indication of my recent experience with Express Scripts likely will not happen. In the interim if the medication does not ship TODAY, I am without medication and will be expecting rapid Still's symptoms returning.

All of this could easily have been avoided my allowing me to continue to get my medication directly from Kineret (not forcing me to use the Express Scripts pharmacy), and enjoy the tremendous customer service and trust in knowing that reliable and prompt medication would get to me when needed.

Worst customer service ever! Every prescription I get is delayed through a beauocratic snag... every one, every time.

They continuously blame my doctor and I've seen numerous examples of them doing this to many other people.

Then there is a problem with payment using the same credit card they have been using for the past 4 years.

Then they delay for address verifications and then delay shipping out meds for over a week and offer expedited shipping for another huge charge.

They will also deny coverage for many prescriptions and offer bio-equivelent substitutions. Not generic, bio-equivelent drugs, meaning they choose what you take, not your doctor.

Worst company ever.

If I wasn't forced to use them, I wouldn't and my union needs to renegotiate with a different provider.

People are going to get very sick and/or die from this companies policies.

I recently reduced my morphine sulphate intake from 60mg 3 times daily to 45 mg 3 times daily. Because they don't make a 45mg I have to take one 15mg and one 30mg 3 times daily. Not only am I having to pay two copays vs one. But now because it throws the pill count higher I have to have doctor overidea because of a intern rule of pill count that express scripts has. Doctor has constantly sent in fax and forms but I keep getting denied from express scripts. Inspite of my doctor sending in approvals.
This company is not only incompetent but is responsible for causing me pain and withdraws from a medication that I néed to take to manage my pain. I am expecting to join a lawsuit any day now as I a seeking a lawyer. Surely I can't be the only one they are doing this too. Yet another class action suit against them is in the works. Anyone availabe or want to take my case. My doctor has Evidence of neglect and fraud.

5/2/2017 - Express Scripts will do anything to get you to switch all of your prescription coverage to them. Even Lying! I spoke with customer service before switching my child's medication over to the mail in from Walgreen's.
I told them that its very important that I be able to get extra empty bottles with the prescription labels on them for school and daycare. The Service Rep, assured me this is ok, and standard practice for many of their patients who are children. Now fast-forward to present time, after being told they don't do that i ask for a supervisor. The super visor indicates he doesn't know why someone told me that, but they simply cannot do that. Every Drug store in America does this for children's prescriptions. How the hell else are they expected to be able to take the medication at school or daycare? Get it together "EXPRESS-scripts." Terrible customer service, and way behind the curve on this business. Shame...

Express scripts has made my life a living he'll. I went to fill meds and they refused to pay because I had narcotic from two different doctors. This cost me to lose two meds and now I have to come off of these cold turkey. They don't know me. Just in January I had four surgeries. Three weeks ago I fell in my home and broke both feet. Won't fill pain meds. Shame on them. You should walk in my shoes. Yould want your meds too. I hope someday you have to go thru what i have and maybe you will think different. Do not use express scripts if you can. They are awful.

I obtained insurance valid for Express Scripts on 2/1/17 but they did not have a member number or information yet. I needed insulin for type 1 diabetes but couldn't order it. I waited as long as possible then went on 2/3/17 and got a single vial at the drug store because I need it to live. I spoke with one of the customer service agents at Express Scripts and was told I could be reimbursed when the paperwork went through. I was also told it takes about a week to get my medication from them. On 2/10/2017 they had the numbers and the paperwork so I ordered my insulin for the 90 days. When I submitted my reimbursement request, it was denied because I got insulin on 2/3 and then ordered it from them on 2/10 which after several phone calls trying to figure out why it was denied, was told that I couldn't order until 75% of the medication was gone. So since only 70% of the time had passed they refused to pay. Now if I need this to live, and it takes up to seven days to get my insulin and I only had three days left, how does this make sense? My wife spent hours on the phone trying to get the info to order this, hours trying to find out what happened and was given false information at least twice. I want the company to honor its obligation. I have submitted a review and if that is denied I will seek legal recourse.