Complain about a product or service

Express Scripts

Carole of Parker CO (08/23/08)
I submitted a prescription for Benicar by mail and received 3 phone calls saying my prescription was being processed. Upon arriving home from vacation and expecting the prescription to be there, I called Express Scripts to follow up and they first told me they had no record of the prescription. They then told me that I needed to try taking a Step 1 drug before they would cover the Step 2 drug being requested. I did take the Step 1 drug and was not able to tolerate it.

My doctor's office completed the prior authorization form and submitted it to Express Scripts (twice) and followed up with phone calls to ensure it was received. Once again, they claim they never received the faxed authorization form nor the phone calls. The customer service rep I spoke with just this morning was rude and would not listen to reason. What governmental agency can I report this to? I need my medication and they need to be reprimanded for shoddy practices insofar as never receiving information faxed to them.

I am without an important prescription that I need to take to protect my kidneys. Not taking it could lead to kidney problems and damage.

Cherian of Syosset, NY August 21, 2008

Cherian of Syosset NY (08/21/08)
Express script incompetence is mind boggling. When an order was mailed in, they call back to say you are too early, we can not refill the order. But it is not true. My refill is due. Two days later they left a message, your order is shipped and another two days later they said your order will be shipped next day. Make the long story short; they filled the order 3 times. They delay the order with out any concern to the patients health. How can these people be in business? I am scared to place an order now, because the medicine will never arrive in time. Why cant I use anyone else or change the management of this organization. I can say more, but what good it will do.

I went on vacation scared with out my medicine due to their inefficiency of not delivering my medicne on time.

Roberta of Coram, NY August 13, 2008

Roberta of Coram NY (08/13/08)
Express Scripts has refused to fill a valid prescription for 10 days claiming it calls for a low over-the-counter strength. They are lying - original script was written for prescription strength. A copy of the original prescription was faxed and they will refuse to fill it. I am out of my medication and they are willfully withholding it from me. I DO NOT UNDERSTAND WHY NOTHING IS BEING DONE ABOUT THIS COMPANY.

No medication as of today. I do not know what will happen.

John of Encinitas, CA August 4, 2008

John of Encinitas CA (08/04/08)
My wife needed the brand name of Zoloft due to side effects with the generic. Her Doctor stated on the phone and on the prescription form which she faxed several times the reasons why. They stated that they never got it? Then I am not allowed to talk to the Prior Authorization people to see if they received it? Well upon receiving the copies and seeing the script and the Doctors notes on it, Express Scripts said there was no explanation why she needed the brand name!?

After 2 weeks of talking, I received a notice that they denied the Doctors request because there was not enough evidence to persuade them not to issue her the brand name. I really like Non-Doctors making the call on Meds!

Michelle of Oxford, MA July 30, 2008

Michelle of Oxford MA (07/30/08)
I would like to know why GIC and Express Scripts have the right to deny medications for financial reasons. I was denied Prevacid for severe digestive problems. I was also denied Cymbalta for pain from arthritis, bursitis, and fibromyalgia, which shouldn't cause any further digestive upset. I don't mind losing weight...BUT NOT THIS WAY!

I called GIC, they told me to call Express Scripts. I called Express Scripts, they told me to call GIC in Boston. I called GIC in Boston and was told to call Express Scripts.

Why do the insurance companies have the right to tell the GP and Rheumatologist, who know my history and present condition, what medications I am allowed to get?

Due to the actions of Express Scripts to date, my digestive problems have become inflamed due to stress, and thanks to their denial to cover the medications I needs, I have nothing to alleviate the pain and burning.

James of Sterling Heights, MI July 25, 2008

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