Express Scripts
reviews and complaints

The last date of incident is April 11, 2017. The last rep I spoke to is Tresley. I had spoke to four member services reps prior to Tresley explaining that I paid forty dollars owed to Express Scripts by mail on February 28, 2017. Two money orders numbers R207134060155 amount $20.00. R207134061794 amount $20.00. One was cashed on March 21, 2017. The other payment is lost. The previous reps I spoke to Shelby on 3/18, then Kathy on 3/22, Gad on 3/29. They stated this information about this account would be referred to Accounts Receivable, give them two days and call. NO call from that department. Spoke to Tresley on April 11th. This was not referred to Acct Rec, get a copy of money order send to you. Explained a fee of $27 for a copy. Tresley stated you would reimburse me the fee. Explained you would reimburse me the fee but not give me credit for the lost $20.00 payment. I in turn paid the $20.00 again because my account was blocked. Please advise. Invoice#39-[protected]

Recently, my health insurance plan changed and we were forced to use Express Scripts Home Delivery as our Pharmacist. The alternative option would be to pay full price for our medication at the local pharmacy.

We were told on the Express Scripts website that they contact the doctor and then will process the prescription after we order it online. We following the online directions and ordered my prescriptions.

A few weeks later, my wife's medication is shown as still being processed online. She's out of medication at this point, so we had to pay full price at the local pharmacy for the medication I need. In the meantime, she's going without her inflammation medication due to the now high cost at the local pharmacy because the pain is not terrible and she can handle it for a few weeks.

Then, we call for an update and find out that her doctors (total of 3) have all sent in the prescription request. They are just needing instructions on how to take the medications from Dr. #1 and Dr. #2. They never specified whether they requested this information from them. We were instructed to call the doctors ourselves and request that they send this information to Express Scripts.

Dr. #3 had sent all the required information, BUT express scripts prefers that Dr. #3 send in a 90 day prescription instead of a 30 day prescription. This is actually her medication for inflammation that is usually free, but now cost about $130 for a month supply if we get it at the local pharmacy. So Express Scripts is trying to save a few bucks on shipping and they do not care that it is holding up my medication even though we followed their instructions and they have all of the information they need from my Dr. When I asked that they proceed with the 30 day prescription for now, the customer service rep then asked his supervisor for permission to process the medication and returned to say that it will take a week to process and then a week to ship.

At this point I was notified that we could ask the doctor for a new prescription for a short term supply of the medicine, (even though we're in doubt that this "short term" supply will last the long time it takes for them to get us our medicine. I've spent weeks waiting on medicine orders and had one order just flat out cancelled after a month of waiting and this is the first time I am notified of this option.

Along with these delays Express Scripts also has decided to not honor any manufacturer's coupons, which means the cost of my medications will be going up compared to being able to use my local preferred pharmacy.

With all of their delays, I feel like we being hustled out of my medication to put more money into their pockets. It's really sad that a company like this can be in business in the USA. It's also sad that this health insurance company chose to force their "customers" to use only one pharmacy eliminating any kind of incentive to cater to their customers needs because the "customers" no longer have a choice about what pharmacy to shop at.

My doctor faxed a prescription in to Express Scripts on 2/14/2017. I waited two days (because I've been told the website often doesn't have up to date information) before calling. After 3 attempts (including one disconnection), I finally reached an Express Scripts representative who explained that they had no record of the fax, but that their fax system is atypical -- that a doctor's office can't just fax a prescription, they have to listen to a voice system message first and then press "3".

I called my doctor's office with this new information on 2/17/2017. They faxed the prescription using the correct, atypical procedure. On Monday 2/20, I learned that the fax was never received. I called my doctor's office again and they faxed it again.

On Tuesday 2/21 in the afternoon, the prescription appeared on the website as "pending". On 2/22 late morning, the status changed: it said that they needed to speak with my doctor for prior authorization, that they had reached out to my doctor's office and that they hadn't been able to contact them. I called my doctor's office early in the morning on 2/23, and learned that no one had reached out to them until late in the day 2/22, not on 2/21 as indicated on the website. I gave my doctor the call-in number. She telephoned me later to tell me personally that she spoke with Express Scripts with the prior authorization and that the prescription was in process.

As of this morning (2/24), the website still lists "waiting to talk to doctor's office".

I just ended my fifth phone call to Express Scripts. I was disconnected from being on hold three times today. There seems to be no record of this conversation with my doctor's office. Another representative is looking into it, and I'm now waiting for a call-back. I've been in various stages of waiting today on the telephone for Express Scripts today for just over 2-1/2 hours.

All the links related to customer service and contacting a representative on their website are down ("we're sorry, we can't find the page that matches your request")

Over the last three months my head has been left spinning trying to first inquire, then complain and finally to "educate" the people who answer the phone at Express Scripts.As other people have mentioned, when you call, the person who answers can't even comprehend simple questions related to coverage, much less company policies.

For all this time I have been struggling to be reimbursed for expensive prescriptions (over $1700 out of pocket) after being laid off and beginning Cobra coverage. I was laid off 7/11/2016 and I was informed and aware that it could take several weeks for the coverage to “kick in, " and for my new information to show up in my pharmacy's system. My company was very communicative and specific while informing those of us moving to Cobra that we would have the exact same plan as we would have, had we not been laid off. Therefore, I did not worry too much about paying for my expensive prescriptions as we were told it would only be a matter of a few weeks for reimbursement.

My experience dealing directly with Express Scripts has been beyond frustrating and the stress and uncertainty they have caused could not come at a worse time since I’ve been with my company for 24 years and have never had so much as a hiccup when it came to dealing with Anthem BCBS as I have for over two decades. I have twice submitted my receipts to Express Scripts. (Note, they only accept fax or snail-mail submissions which is a SURE sign you are dealing with the bottom of the barrel). After my first snail-mail submission, I received a twenty-plus page document denying each prescription with instructions to fill out a separate appeal letter for each one.

The reason given was that I had submitted copies of digital receipts and not what was stapled to my prescriptions when I picked them up. (Pure BS, the information was exactly the same). BUT, my pharmacy was kind enough to reprint these for me and for this submission, due to time constraints, I only submitted the receipts for prescriptions of more than a nominal amount (I believe over $30). These still amounted to over $1500.

I submitted these via fax. The next communication I got from Express Scripts was a denial of payment for all but $317. Reasons given: "You have been reimbursed only what your plan would have paid this participating retail pharmacy." And, "The cost submitted for this medication is more that what your plan allows." Uhhhh, I don't think so! My plan is EXACTLY THE SAME as it was and I have been on all of the same prescriptions, filled at the same pharmacy for 10 years!

They attached the same “appeal” forms, asking me to fill out a separate one for each prescription, and snail mail them back. My attempts to get answers from anyone at the customer service number for Express Scripts has left me in tears. I have felt as if I’m speaking with a collection agency and not a company employed to offer a service to me. Although the plan documents linked to my account at THEIR OWN website show that my co-pays should be $20 and then ZERO after I’ve paid my out of pocket maximum (which I already had for 2016), the “customer service” agents refused to even attempt to explain why they are withholding my money, only telling me to follow this “appeal” process.

This company is the University of Phoenix of prescription management companies.

If you don't know what that means, take five minutes to Google and you'll get it completely.

The absolute worst company to deal with as a consumer. The customer service representatives are all rude, inexperienced and unprofessional. I have used this service for over a year, and have finally decided to move to a pharmacy I can actually deal with in person. This organization is all about the dollars, they do not give a damn about their customers. Stay clear!

you guys are gonna want to see this it describes everything about this company and how it operates. I suggest that you be very careful with this company you know changes are not sustainable yet this company seems to change on a dime. Not a good work environment at all and thats where the slip ups come in, the employees just don't care, they'll act it but they don't

On 11/3/2016 I ordered the above refills and to date I have received no information, that is, an email as to when these 2 prescriptions will be mailed out. I don't understand why they have not been refilled, in the interim I will have no Irbesartan after Thursday which is a prescription for blood pressure that places me at risk of having a heart attack/stroke, ecetera. On 11/13/2016 I telephoned EXPRESS SCRIPTS to inquire what the problem is and got an answer that I will receive them in 5 days, I doubt this will happen especially that my request for the above refills has yet to be processed. It should be noted that this is not my first encounter with not receiving medications in a timely manner.

I urge that the above problem be looked into immediately and have the medications expedited so not to be at risk.

I would appreciate a response to the above at your earliest.

Should you have any questions or require additional information, I can be reached [protected] or email me at [protected]@yahoo.com

Thank you.

Every month I have to refill my birth control, because I am not producing all the hormones my body needs to ovulate and menstruate, therefore birth control helps keep my body balanced and healthy. Every month I need to refill my thyroid medication, because once again my body is not producing the chemicals it needs. My doctor prescribes 3 months worth at a time of each of these, yet Express scripts won't fill that because they are forcing everyone to go mail order and refuses to take care of people while they are working out their own issues with in the medical world. I would like to add I have moved 3 times in the past year so mail order would have been inconvenient. I have had the run around with pharmacy because Express Scripts refuses to do what they are supposed to do... patient care. why can't we just go to a pharmacy and get what the doctor ordered? The current medical world is complicated and difficult for so many people, yet Express Scripts chooses to make it that much more difficult for all of us. So recently I decided, "fine, I'll do mail order" but it turns out my name and birth date, with the ID number that is on my Express Scripts card, can't be found in the system. Express Scripts might be trying to make things "convenient" for people by having prescriptions mailed to my door, but so far they have made everything inconvenient for me. Mail order is great, but Express Scripts needs to leave that up to the customer to decide whether or not we really want it, rather than pushing us to do what they want us to do.

Express-Scripts is, hands down, the worst pharmacy I've ever had the displeasure of dealing with! Frighteningly incompetent and surly, they have become so bad, in fact, that I've decided I'm willing to pay EXTRA to fill my prescriptions a local pharmacy. If you are ever encouraged to "save money" and or "have convenient home delivery, " run away! Far, far away. Express-Scripts will send the wrong medication, or will delay sending the correct one after you've completely run for it of it and not authorize an override at a local pharmacy, they will try to blame your doctor for everything, will demand repeated authorizations, and basically try to kill you!

Google reviews
Teresa Barbee
Teresa Barbee
in the last week
Worse company to work for. Tech issues that mess with preformance and your held responsible for. Dishonest supervisors and mangers. Working here was like being back in high school with high school drama. Do not I repeat do not be all in or exceed any of their expectations so you get OPI because they will find a way to get rid of you and make you the bad guy. Supervisors have no idea how to work the system they are unable to assist with difficult issues and patients/members are not a priority it's all about MONEY even if that means being deceitful and sending prior authorization renewals as the pharmacy benefit Manger and attaching a prescription request in hopes the dr will send the prescription to them to dispense. If clients like Blue Cross Blue Shield really knew how horrible their members are treated along with many other clients they would never renew contracts. Documentation disappears to cover the company mistakes and so many many more unethical practices. Employees using personal cell phone especially to take pictures of their computer monitors. Using FMLA incorrectly. Supervisors more interested in the current gossip from another supervisor that their own employees are not being assisted when needing help due to being unable to locate their supervisor. This is a very poor company the employees that are all in for the patients and want to do what is right for them get fired for standing up for the patients rights. Management has no idea what's really going on with their supervisors and unfortunately the good employees suffer. Good luck trying to be a successful business when you are not holding the right people accountable nor hiring manager and supervisors who actually Mange and supervise until there is a problem. Coaching is provided for a reason yet never actually used correctly. It's a sad day when your employer is more interested in the things you do wrong and wait for the issue to accumulate before bring it to the employee even when the employee asks for advise they are told to use their best judgment and fired for doing so. I pray that you find a way to better service these patients your holding their lives in your hands and when you have an employee bring up an issue with a harvoni prescription and goes over their supervisor for assistance find out why the employee did this because I for one would have told you that I was being told to deny a patient a medication I know could not be missed. How many other patients were effected this way due to the employee being unable to get approval for something that should never be an issue? Because it is an expensive medication and this company wants that profit. I know upper management does not know the half of it which is why this company is a horrible place to work for. If you want the truth about what is really going on you don't go to the Manger or supervisor you go to the ones beneath them privately so the retaliation from telling the truth doesn't eventually cost them their means of taking care of their own families. Try to find out what is really going on with your employees and stop relying on supervisors like Jennifer Swaboda and mangers like Tracy smith who take good dedicated employees and make them scared to do their jobs and don't give adequate information or instructions until after you supposedly broke a golden rule only they really understood.

My Dr prescribed a medication I have been receiving for more than 5 years (through Medco/Express Scripts). This time they (as an agent for my wife's insurance) denied stating there was another "preferred" meaning they take money medication. They are absolutely NOT qualified to make medication decisions that my Dr of +15 years IS. Needless to say, the Dr called for preapproval and it was denied. It only took five phone calls to be put on yet another hold for the appeal department.
The pharmacist said my primary would not pay so Tricare would not either. I informed him that if the primary does not pay, Tricare will pay. Finally getting the medication approved (but now with a $50.00 co-pay) is most interesting because MEDCO PROVIDES THE PHARMACY SERVICES FOR BOTH INSURANCES!

SOMEONE NEEDS TO CLOSE THESE SELF SERVING GREEDY [protected]@STARDS DOWN! THEY DISCRIMINATE AGAINST VETERANS AND THOSE THE WILL NOT ACCEPT THEIR MAIL ORDER DELIVERIES!

I called Customer Service to cancel 2 prescriptions written by a Nurse Practitioner at my neurologist's office. The Customer Service lady was very nice, told me it was a good thing I had canceled because if the order had already shipped, I could not return the medications and would have to pay for them. I just learned that Express Scripts canceled the prescriptions as I asked, but then contacted the doctor's office the next very day and had the 2 prescriptions rewritten, filled them, and shipped them to me. So now I have 90-day supplies of 2 medicines that I don't need but that I will have to pay for.

I initiated refills for two of my prescriptions and was told that they would ship out together. I needed them before a vacation, so I authorized expedited shipping for $21. I was shocked when I only received one prescription. I immediately called to get the status on the order and was told that the second prescription was just placed in process. Therefore, even with the expedited shipping, there was no possible way it would arrive to me before my vacation. I was told I could get a vacation override however, I would have to obtain a brand new prescription from my doctor and then take it to my local pharmacy. They pharmacy would have to call Express Scripts and then fill the medication. All in 1 days time. Not happening. Let with no other choice, I called Express Scripts, again, to put a temporary address on my file so that they could send me the medication to Key West, Fl. The agent on this particular call had zero patience, she was rude and short with me. I had to provide my address a total of three times. I then wanted to confirm whether or not this order would be expedited. She placed me on hold for 15 minutes. Then tried to tell me that I never placed the original orders at the same time! I knew way more about my account at this point than she did. I spoke to at least 2 agents a day, for three days. Which led me no where. I am extremely dissatisfied. Terrible customer service. Lies, lies and more lies.
Alexa Alizoti

These are the issues my husband and I have had to endure when dealing with prescription coverage through Express Scripts.

1. When I obtained Express Scripts coverage under with my employer in January 2014,
which had been providing me mail order prescription benefit under my husband's insurance, they added my insurance as primary coverage and left the Trust as primary coverage as well for both my husband and me. It took multiple calls and working with a supervisor at Express Scripts to identify correctly the primary and secondary for us.

2. Neither my husband nor I are given the option to enable household view on either our online Express Scripts accounts. Their web support claims that this capability is being restricted by our insurance providers even though the providers have placed no such restriction on our prescription benefit. Stranger still I did have that capability prior to obtaining mail order prescription benefit under my employer's insurance benefit.

3. When my Express Scripts coverage under my employer was enabled I had several active mail order prescriptions that had been filled previously by my husband's health insurance benefit. I called Express Scripts and requested that all my active prescriptions be moved from my husbands benefit to mine under my benefit associated with my employer provided insurance so that future refills would be processed under the primary coverage. When I looked at my online account it appeared that everything had been properly transferred, but when I received my next refill under one of those prescriptions, Express Scripts processed under the my husband's benefit and not mine. Since the my husband's benefit was labeled as secondary for me, my credit card was billed the total cost of the medication because the script was not processed by the primary insurance first. It took me several weeks to get Express Scripts to move the coverage under my benefit but they have refused to move the associated claim history to my benefit. Currently the script is shown under my benefit with no claim history and the claim history is shown under my husband's benefit with no associated prescription.

4. Last week our primary physician prescribed a proton pump inhibitor (PPI) at 40 mg for my husband's indigestion through CVS, a retail pharmacy. When CVS ran the claim through Express Scripts the claim was denied because the drug prescribed was not on the Plan's approved drug list. So we requested that CVS file the claim under my benefit which does cover the PPI. They tried but received the message that the claim must first be run through the primary coverage. Express Scripts refused to allow
CVS to transfer the claim to my insurance coverage even though the Trust would not cover it. Customer support at Express Scripts said it would have to be submitted to mail order and it would be covered with a co-pay of $17.21. My husband went to our physician who then sent the script to Express Scripts under his coverage. Problem is that the co-pay quoted was applicable under my plan NOT his. I found this out when I went to price
the medication under the 40mg dose through the online account associated with my husband's plan. But I did see it covered under his plan at a 20mg dose and I told my husband. He went to the doctor and requested that the script be changed to a 20mg dose and resubmitted to Express Scripts. She complied. After the resubmit I discovered that the pricing search at Express Scripts provided me with obsolete pricing and coverage information and that there was no current coverage under his plan for the medication. At that time my husband's online account showed two prescriptions in history, one
for the PPI at 40mg which was being shown as cancelled and another with no
drug information which I later found out to be for the PPI at 20mg. I asked,
since the PPI was not a covered benefit under his plan, could it be transferred to my plan for coverage. The support person said that was possible and proceeded to do so but what he transferred was the cancelled 40mg prescription. When I asked about the script with no drug information he looked it up and told me what it was. When I explained that
the one he transferred was already cancelled he said he would stop the transfer from occurring but could not transfer the 20mg script until it showed a drug name associated with it. The next day the 20mg PPI script information was complete. When I saw it complete online I called Express Script customer support and the person transferred the 20mg script to my plan. That was 6/13/2014. Today under my plan I see a script for 40mg of the PPI being currently processed but the 20mg script is not shown. And when I look at the account associated with the my husband's plan all scripts are cancelled. Per the system the processing time for the prescription is requiring another 3 days, a total of
6 days, to process the script and my husband needs it now due to the discomfort he is having with his stomach.

5. The email associated with my Express Scripts online account associated with my husband's benefit is not the same as the one associated with my benefit. I have each
account set up to send activity to me by email using the account's associated email. The issue is that I'm being notified of prescription refills and other activity under the my benefit through the email associated with my husband's benefit. Apparently my two accounts have been crossed somehow with information for one account being transferred to another without direction by me.

This has been a disaster. I just wish we could go to one prescription benefit and suspend the other. Seems since we are not on Medicare that will be not allowed. Doesn't make any sense to me especially when I am told that benefit is based on the insurance card I present.

I had placed an order for one item, but instead of getting that order I received montelukast sod tabs 10mg, an order I had specifically requested not be on "auto" delivery, when I placed the other order on 5/17! yet, today, 5/23, I did receive the offending order! when I called express scripts/medco to inquire about the offending order, request refund to my husband's credit card, and a return label for the rx, I was told (a) you can't have a refund, (b) you have to keep the rx since your doctor ordered the drug (even though that doctor has not been my doctor for over a year), and (c) what I had been assured had been taken off auto delivery on 5/17 wasn't off auto delivery until today, 5/23! promises, promises! and, when I asked, "why did I still get the montelukast even after I had requested it not be delivered," I was told by george, one of the managers, that "it was because your doctor had ordered it." when I asked george why es/m was filling rx's for me from a doctor I no longer went to, george said, "he used to be your doctor."
I have told express scripts/medco repeatedly about the terrible experiences i've had with that past doctor, and to never fill any more prescriptions with his name on them, yet es/m continues to do so, ignoring my requests, and ignoring my current primary doctors! apparently, the "bottom line" is more important than the care of the client!

Our insurance carrier switched to Express Scripts about a year ago. It has proven to be an impossible situation for many of us. Prescriptions are constantly lost, dosages changed without doctors approval, etc. This doesn't seem to be just human error, it looks more like a company policy. Has anyone thought of putting together a class action suit or getting the attorney general(s) from several states to investigate?

Since 1/12/2012 I have been billed for Workers Comp Medication.This is in violation of the California Labor Code. Accordingly, I am not obligated to pay for these charges, by Law. It is your error from the git-go.

I will not pay for your mistakes.

I have been in phone contact with your phone representativs no less than 6 times, and have written 4 letters, including one to your CEO, Mr. Paz, to no avail.

My next course of action is to file a complaint with the Los Angeles Police Worker's Compinsation Commission.

I hope this situation can be resolved without me doing that.

Sincerely your's,

John O. Shambra

For the 3rd time in 4 months Express Scripts has not received or entered my Rx into their system. Every time I call I get the runaround. This is for a med that if discontinued abrubtly can cause severe side effects. I think as others have wrote that this is criminallly negligent at best, purposeful loss at worst. Does anyone have any suggestions on how to get action from these weasels? Thank you.