Express Scripts
reviews and complaints

I sent a prescription for a drug to ExpressScripts, which my BCBS policy partners with. The prescription was for a 1-month supply with 4 refills. I got charged $90. When I checked the ExpressScripts web site, it posts a $90 fee for a "90 day" supply of the drug. I called customer service and asked why I was charged a $90 fee for a 30-day supply. The woman I spoke with said they charge the same whether it's 30- or 90-day supply, and if I want a 90-day supply I need to have the doctor write "90-day supply" on the prescription so that they'll send me three months' of meds at a time. I asked her why ExpressScripts didn't just send me three months' worth since there were refills available. She said that's their policy, they only send one if the doctor only writes for one, but they still charge for three.

This is the problem with patients today, putting blame on the wrong people. PBMs cannot question how a Dr. writes the prescription. It is THE PATIENT'S responsibility to make sure the prescription is correct, and if not, that's a Dr. issue. PBM did their part by filling the prescription. There are no "insurance requirements regarding copays." First off, PBMs aren't an insurance company. They only answer questions how the pt's PLAN set up their copays. THE PLAN (employer, HMO, etc) is the one who is paying for the service, and they tell the PBM what they want covered or not.

Hi there. I know who you are because I work, and manage, at your place of employment. I don't think it's a good idea that I let you know who I am though. First, complaining is not a good idea. You have a job and are getting paid so stop complaining. Second, I am going to help you get a job in a different department. You may not like the work but it will keep you busy. A wise man from China once told me "bad idea for person to complain on website".

Express scripts and care scripts are not about their customers but rather all about the money. I live in Ohio and I have receiving this company service for about four years now. Ever since PEER’s (Public retirement) let care scripts take over our pharmacy care, I have had nothing but trouble as well as health related issues. I am currently taking Lovenox, and care scripts cannot deliver my medication on time. When I contact the company they lie corresponding that they are going to deliver one day and I never receive the medication. This medicine is a life line for me I need this medicine to live, I have been put in the hospital so many times because of this company that new clots and old one reactivating. I have called this company and Ohio retirement fund all day Friday and I continued to called Saturday; when I finally reached the care scripts they promised me that the medicine would be delivered on Friday, Saturday and Tuesday. I spoke with them today and the company continued to lie and say they never told me anything, but they forgot it was documented that they told my doctor’s nurse about the delivery Saturday. I spoke with care scripts again Monday and they told me that my copay would be up from anything the range of $20.00 to $150.00 each month and I cannot afford that kind of money every month alone withe doctor fees and other medications. The company is based the increase on the fact the doctor doesn’t known anything about my case sending in a prescription for a generic brand. When I spoke with my doctor about the situation and if this was true and he stated he did not know anything of the heprin medication never been on any medication other than the lovnox. I have not been tested for this drug and I am afraid to take this medication. I have a low tolerance to Wafferine, so I cannot take that; also I cannot take anything with aspirin due to me being allergic. I am asking if you can please help me, if not for me for other clients that express script holds, this company only cares only about the money. The company could care less about the health of a person. I feel the company should be shut down and the pharmacies who work with them should lose their license, because they are many are not receiving medication not prescribed for them. The only thing this company believes in is generic medicine no matter the reaction the reaction the people may have. My name is Mable Siemientkowski, and my email is siemientkowski@att.net.

It's more than likely not a pricing error. What more than likely changed is your copay structure.

Express-Scripts sent prescription to wrong (old) address. Prescription was then lost and had to wait over a month for it to be resent. They then sent double the amount and would not refund for the lost prescription. I have tried to resolved the issue online, by telephone, and by writing. The company will not respond, they just keep sending bills/statements. This has been going on for over 4 months now. The company is incompetent and has poor customer service and business practices.

Amazingly enough, my experiences with Express Scripts are documented in the above comments. I have HAD to use them for the last 3 years because of my companies insurance. I have yet to have a good experience. Not once or twice but EVERY TIME I've put in a prescription for myself, spouse, or children there has been problems. I've tried mailing it in using their form, and I've tried having the doctors call in the prescription with me standing there to verify. In one instance one of my doctors calling in the script was given such a hard time by Express Scripts that I just knew he was going to go through the phone.

The script is mailed or called in. After about 4 weeks I might receive a letter letting me know, in short, there was a problem. I call E.S. and they tell me what needs to be done. I call my doctor and he calls the phone number they gave me and faxes in a script again. A couple of days later I call the doctor to verify they sent it in; they confirm it. Then I call E.S. to verify and they state that they have talked to no one and have received nothing.

This cycle goes on at least 3 times before they majically get the script and process it. By this time its not needed or my spouse it in the hospital.

Now I don't feel alone. I am undergoing the exact same torture. A prescription for a Narcotic which I have been taking for 3 years- read addicted to- was mailed in and I followed up with a phone inquiry to make sure that they had received it. I was assured they had. That was 6 weeks ago. First they said the pharmacy lost it so they cancelled the order without telling me. Then they said the my doctor sent them the wrong dosage. Despite assurances 10 days ago that they would expedite the order, today I got the message that they received the proper prescription from my doctor on Friday but it takes 24 to 48 hours to "get it into the computer for Customer Service" and I went ballistic...AGAIN. Told them I don't care when "customer service" gets it into their computers, if the pharmacy got it, then it should be in the mail as of Friday as they said it would be. Oh, and forget about getting return phone calls from the people who sweetly tell you they will call you back. As of today, I have spoken with 5 different "supervisors." None of them will pick up their phone when I call them. Nor will any of them give me their supervisor.
The clencher, I started calling Anthem, my health care provider who should be handling these ### and now the sweet little thing who claimed astonishment and concern, she isn't returning my calls nor is calling me back like she said. When I asked for her supervisor, the kid says he will take my phone number and the supervisor will call me back in 24 to 48 BUSINESS HOURS. Never heard that one before.
God, I am glad I am sixty. Can only guess what these people in customer service now are going to get when they turn 60...their dues for lying for their wages, that's what.
As a tip for whoever reads this, I went ahead and had my doctor send me another prescription. I am done trying to save 20 bucks by using these jerk offs.
Larry Yuva

A Express Scraps is absolutely the worst mail order pharmacy I've ever dealt with.

Because of a small problem with a single prescription, due to the clerks in my doctor's office sending in a wrong dosage, four other prescriptions are held up so far for close to two weeks. This included vital items like Humulin insulin, Cozzar, diabetic syringes and others.

Things got so bad I had I had to to ask my doctor for new prescriptions as I couldn't wait for Express Scraps any longer.

They lie to you about shipping dates as easily as other people breathe! I too spent hours on the phone with their 'Patient Care Advocates' and supervisors without getting satisfaction.

My intial order for five prescriptions wre received by them on Aug. 10, 2010. Their recorded messages to me were comical. First, one said I the order would be sent on Aug. 14th. The next day I received a message that a problem exists and I must call them
. So, I called and supposedly everything was resolved.
Next day, a recording said a 'problem' exists and I should call.

This cycle of giving a ‘send date’, then a subsequent messafe holding up one’s order has repeated itself three times already. Yesterday, I received a message that my order will be sent Aug. 25th. Today, I received a recorded message that I should call them as a ‘problem’ exists!

I only have two words to say to Express Scripts and it aint: HAPPY BIRTHDAY’!

MEL SCHNEIDE at trader_melz@msn.com

I HAVE HAD THE EXACT ISSUE THREE, COUNT THEM- 3 - TIMES ALREADY! IT GETS WORSE EVERY TIME. They don't seem to care these are life saving medications. They must have like 2 employees working overwhelmed. Corporate America yet proves again it is incapable of providing better customer service. What's worse, management is not held accountable and does not care. Where is the United States I grew up in?

I have had nothing, but difficulty with Express Scripts. Recently, they decided that they will only pay for medication on their "preferred" list. However, these "preferred" medications won't work well for me. I called them, and was told that they had nothing to do with this, that I had to call my provider. When I called my provider and broached this subject, , the first words out of the representative's mouth were, "Didn't Express Scripts tell you about the appeals process and send you a form?" He said that he would contact them and have this taken care of. Almost a month later, after great frustration, I threatened to go to the media. Finally, someone called me. I was told that they were sorry and that their customer service people were just learning about the appeals process. I was told to write a letter of appeal, that there was no appeal form. When asked if I needed physician documentation, I was told that having that might help. There is obviously NOTHING in place for his process. I have just finished writing my appeal letter. Considering that these changes take place in January and that they will probably get hundreds of appeals and have only a few people reading them, I did not get documentation as this will take more time. In my dealings with Express Scripts and those of others whom I know, I would say that Express Scripts could not care LESS for people and their needs. Again, it is about the wealthy, taking advantage of the middle class.

A totally incompetent and irresponsible pharmacy. I ordered are fill and the representative advised that the medicine will be shipped and delivered in 7 to 10 days. After two week and no medicine arrived, I called to check as i was out of medicine. First they could not find the record for the drug, It took them 45 minutes to locate the order and the status of shipment. I was than told that the order was not shipped and they will have to go back to the doctor to get a prescription and then ship it. It would take one to two weeks. I was told to contact the doctor and get a different prescription for14 days till their shipment arrives.

For two weeks they never bothered to contact me and advise that they, for unknown reason need a new prescription, (even though they had the prescription for a refill),

They are zand care nothing and do not care about the needs of its patience whose iife may depend on it. They also do not admit their mistakes nor try to take necessary steps to rectify it by offering a helpful solution.

Never going to go to this supplier and hope that Federal Government would punish its irresponsible attitude.

I think it’s time to get audited them the federal government or whoever deals With these pharmacies!
and shut them down!
You have people with terminal illnesses suffering without the medication because the incompetence of management not doing the jobs in the meantime people that are dying are waiting for the medication continue to suffer is that right no absolutely not right not acceptable I too have been waiting for a month waiting for my medication to be shipped to me and I am still waiting!
Every 90 days I receive class III drugs from Express Scripts I have no other way to obtain these medications local pharmacies do not carry this particular drugs!
I’ve gotten excuses from
Express Scripts was postdated! we cannot except it we have to follow the guidelines !
Your script came in to soon we cannot have it here we have to ship it back to you!
second we never received your prescription check back in
a week?
they had the script in house why!
Shipped another one to them pay $23 to have it sent to them!
overnight call the next day yes it is here we are working on it!
A week later it’s still in the same spot!
they knew I was out of medication!
I was a month out Of meds!
No one cared!
called lback day after day!

The end of September it’s November 4th I am still waiting for my medication !
I have suffered with pain I had suffered with withdrawals I have suffered mentally emotionally!
Returned script back now they have two Scripps in Express Scripts I have been waiting for a month sitting on the shelf waiting to be shipped I have been calling back day after day after day we have to follow regulations we have a procedures we have to follow etc. etc. etc. every day is the same answer I get back and I am still waiting for my meds not acceptable not acceptable at all we are at the government we are at the regulations where Let’s all get a lawyer!
I think we all entitled to get reimbursed for pain and suffering!
and that manage these pharmacies!
Obviously I am not the only person dealing with Express Scripts and their incompetency I think it’s time that we all do something let’s go to the media?
looks expose them?
What can we do?
So whoever is running this company has to face the facts of making people suffer unnecessarily!
Please help!

I think it’s prescription get audited by the federal government or whoever deals with these people and shut them down!
You have people with terminal illnesses suffering without the medication because the incompetence of management not doing the jobs in the meantime people that are dying and waiting for the medication continue to suffer is that right no absolutely not right not acceptable I too have been waiting for a month waiting for my medication to be shipped to me and I am still waiting!
Every 90 days I receive class III drugs from Express Scripts I have no other way to obtain these medications local pharmacies do not carry this particular drunk I’ve gotten excuses from your script was postdated we cannot except second we never received your prescription check back in a week they had the script in house why?
Returned script back now they have two Scripps in Express Scripts I have been waiting for a month sitting on the shelf waiting to be shipped I have been calling back day after day after day we have to follow regulations we have a procedures we have to follow etc. etc. etc. every day is the same answer I get back and I am still waiting for my meds not acceptable not acceptable at all we are at the government we are at the regulations where Let’s all get a lawyer!
I think we all entitled to get reimbursed for pain and suffering!
and that manage these pharmacies!
Obviously I am not the only person dealing with Express Scripts and their incompetency I think it’s time that we all do something let’s go to the media looks expose them so whoever is running this company has to face the facts of making people suffer unnecessarily!

I am Rocky and have always cared for MY patients as i took supervisor calls and rushed all orders even if i knew it wasnt urgent due to the fact that i CARED! :)

I was forced by Express Scripts to use Curascripts for my speciality meds. I was not happy about doing this and went into this with a negative attitude. It bode me well because other than a "patient advocate" Rocky I have had nothing but a horrible experience. No one cares. Patient advocates my eye. I also feel that there is discrimination going on depending on the disease process. There is also no way to send complaints via e-mail or other wise. Hopefully, I will not have to deal with them for a long time.

I have to say I am sorry you lost your job, but at the same time I am glad you no longer work there as you seem to care and people who care should not work for such an uncaring company. I am HIV+ and am forced to deal with this joke of an outfit they can't get my order straight and now I will run out of my HIV meds Friday because of their incompetence. At this point I am convinced my insurance company has their fingers crossed that people with chronic conditions will die and as a result save them money. I have never dealt with such an uncaring company that likes to play with peoples lives!

poor serive with no communication

Why is this company allowed to commit theft! My family members and myself have been getting phone calls and literature to use express scripts claiming this service would be a cost savings. Finally decided to try it. My wife was against it from a previous bad experience she had with her medications. Express Scripts sent her the wrong dosage and scripts. I was misled by the customer representative, she told me my account would not be charged for two to three weeks when the products would be delivered. The next day I checked my checking account and the monies were extracted out of my account. I called requesting to cancel the order. I was told can't be done, products have already been shipped out. Not true the medicines were still at there shipping center in ST. Louis Missouri. Called the company back requesting a credit for $272.45. Let the run a round begin. On 05/31/12, I did talk to one person who helped me. She explained that Express Scripts could not charge you more at your pharmacy if did not use their service, but Express Scripts must be contacted to negate the extra charge. She also explained to me that I would receive my credit by 06/12/12 since the products never left the shipping center in Missouri. I have spoken to 9 employees who could not resolve my problem. Policy and Procedure. Once shipped can't be returned. I canceled the order before the product was shipped. Adam H

They are the most uncaring rude people. Only care about the money. I have come to find out it is going to be the same or small difference to pay for my prescriptions out of my pocket-which is of course is what the insurance companies want you to do! I am diabetic and it can take over 3 weeks to get my prescription refill. They left a message to call and they needed a credit card number, the person on the phone was so rude and finally hung up on me. when I called back to talk to a supervisor she told me that she must have been transferring me. I told her that is not true, because I had to call back-but she said that was not so. I have decided to give in to the insurance companies and pay my own costs. Insurance is the reason that we have no other choice either espress scripts or pay for it yourself. What a racket! I bet they have kick backs from the insurance companies for every person who gives up. I do not trust they are giving me the correct medication and my life is worth more than a few dollars. I trust my local pharmacy. They talk to you, they will answer questions, they keep you up to date on changes and it only takes a day to get my medicine. This is the worst company ever and even more scary because they hold your life in your hands and and they DON'T CARE -they will tell you that-just awful, hateful and just plain mean.

How do you expect the "poor" President/CEO of Express Scripts, George Paz, to be motivated to streamline his company's operations when he was only remunerated a paltry $13.8 million in 2008!

Most of their employees are hostile on the telephone and adamantly refuse to divulge their full names: "I'm the only Cindy here" refrain becomes disgustingly common. I have faxed George Paz and received the same type of reply from Melanie Fogarty - "their working on it.

Richard - Feb 25, 2011