Complain about a product or service

Express Scripts

Jennifer of Williamston, MI September 15, 2009

I rarely need prescriptions and avoid taking prescription and OTC drugs, but I recently injured my back. The pain is excruciating, it creates constant burning and throbbing in my lower right back and radiates to my right thigh. After seeking treatment with a chiropractor that did not give me relief, I went to the Michigan Spine Center. Dr. Richardson prescribed Physical Therapy and Lyrica for the 'deep nerve root pain'. She gave me samples of Lyrica and after within a day of taking Lyrica, the pain decreased significantly. When I went to fill my r/x it was rejected by Express scripts - required prior authorization by my doctor. The doctor submitted the paper work and that was rejected by Express Scripts. They indicated that they wanted me to try another drug, neurotin.

jessica of clarksville, TN September 9, 2009

My doctor told me to try express scripts to fill my ADD medication. When express scripts called me to confirm my prescription and cost I told them to cancel the order because the price was excessively high. Then about 3 months later I got a bill from express scripts in the amount of 335.16 for Focalin XR which is a controlled substance. I then called express scripts to let them know that I canceled the order and was unwilling to pay for something that I did not order nor recieved. They told me that it was still my responsibilty to pay the balance and there was nothing they could do about me not recieving it. This is outrageous that I am stuck having to pay for something that I never ordered or recieved this company should be sued and everyone that they have messed over should have their accounts wiped clean.

Wm of Surprise , AZ August 26, 2009

Dr faxed Rx refill for aricept, celebrex and a statin. I called to cancel the aricept & was told they couldn't cancel one item without canceling all items. I told the fellow to cancel the whole order and I would go to a local pharmacy.He said alright or ok. A week later I received am email that the celebrex and statin were shipped.

I called to get a postage label to return the prescriptions and find out why the items were shipped. I was told they would send me the postage label. No good explanation on why they shipped the items that I cancelled. I called today 8 26 09 and they had not mailed the postage label. On further questioning the pharmacy needed the prescription numbers to determine if they would furnish the labels and it would be 7 to 10 days before they heard from the pharmacy. Never mind the pharmacy filled the prescription and had to have the numbers.

Going up to the suprevisor was no help. All I got was, "It is our policy." Their policy is to ship a month and a half early an use our money. Their policy is to stall and use our money as long as they can. By the time they get around to refunding the money on my credit card I will be in the hole and have to pay out of pocket at the local pharmacy.

These folks sound like robots repeating the same old line, "It is our policy." Several advisers rate this co. a buy. If they continue to treat customers this way they may find the ratings will change, I hope. A very bad company.

Melissa of Indianapolis, IN August 21, 2009

Aug 21st. I am currently dealling with an error Express Scripts made and it is costing me 280. Aug 4th, I sent a prescription for Zannaflex 4mg with the doctors signature on may substitute. There is two forms of the brand a capsule and a tablet, however, there is only one form of the generic. I have been on the generic tab for over a year but was just filling locally, due to tough times we decided to try and save some money and move to mail order. Aug 16th When we noticed they filled the order with the brand name, my husband called the very day the internet said it shipped. The lady he talked with made it seem like no big deal, it was their error and a generic will be sent with something for us to return the brand name drug to them. After several day's Aug 20th, I noticed nothing was changing on the internet, so I called. I spoke with Shannon a pharm that told me when they verified with the doctor he put cap, I have seen my doctor the day before and he told me he but tab and that they are idiots for even needing to bother him because they should know there is only one form of generic and he signed my substitute.

Well, this was not good enough for Shannon and I was transferred from Shannon to Rich who was rude and said "sorry you have to pay it, it is not going to go away, your doctor made the mistake not us". When I said I refuse to pay the 280 and he better put me with someone who can make it go away he gave me to his supervisor Rhett. Rhett seemed uninterested in trying to solve andthing and in a hurry to push it back onto me, my doctor and their pharm's. He told me if my doctor would call in and get it corrected with the pharm's that we could get the invoice adjusted off and I could return the script. So I called my doctors office and begged the girls to do something they are not permitted to do which is spend so much time jumping through hoops with companies like Express Scripts, when they called me back they said it took over an hour but all things are cleared up and switched over. Aug 21, So I check the website, I can clearly see where they have now added the generic version and it is in processing for shipment, however, they have not corrected the 280 brand. I call again and requested a supervisor up front and was given to Chris, who tells me he will have to get me with Rhett, after much time on hold he comes back and tells me Rhett is in a meeting and he will have to call me back.... so I guess I can say MORE TO COME

Brenda of Dallas , TX August 5, 2009

I requested for my migraine medication not to be filled with a generic. I explained the first time a called and on there order from I wanted no generics to be sent. This did not happen. I don't care what anyone says there is a difference between the two. I advise the representative that I spoke with on my 1st refill I wanted TOPMAX and not Topiramate the generic. She informed me that my doctor would have to call this prescription in again, even though the first was written for the Topamax. He need to tell them dispense and written only otherwise they will send me the generic again.

Then there is issue of cost. I was asked "Do you want to know how much the brand name is." My response was I don't care all my prescriptions are 100 price does not matter. The differences between the two, the generic form only 12.50 but if I request the brand name over 1050.00. I'm being punsnished for not wanting to take generic. I know they are same they have different side effects the pills do not even look the same.

This is worst company ever. I was told if I pick the prescription up from my local pharmacy the cost would be a little over 400.00 all because I refused take a generic. That just came on the market. I take this on daily basis and the side effects of they generic do not even compare. I would be out a over 1000.00 just so I came make sure that I don't get as many headaches.

Monica of Orlando, FL August 4, 2009

In October 2007, my doctor filled out paperwork for Express Scripts. However, I get my medication from Walgreens. Express Scripts is stating they sent me some BP medication, and is charging me 10, and has sent this over to collections. I never received the medication. When Express Scripts contacted me in a later about 2 months ago that I owed them, I sent them a printout of my medication history from Walgreens. I never heard back from them until about 2 weeks ago when I received a letter from collections.

I called this morning to speak with an ES representative by the name of Mary who said she was the supervisor explaining my case, and asked if she received the documentation I sent. She said it didn't matter, I still owed the money. She also said I should have called to let them know I didn't receive the medication. My response to her was - why would I call about something I didn't receive or know about? I have been getting my meds from Walgreens.

They cannot prove to me they sent it, except for some paper receipt. It is nothing I signed for, or was ever in my mailbox. I should not have to pay for something I did not receive. Mary stated she would note this on my file, and I asked her for a copy of the file with the notations. She said should could not and would not do this. I wanted a copy to send to the collection agency. I also contacted National Recovery who is the collection agency for them, and they could not prove that I received the medication, only that they sent the receipt from Express Scripts. This is a no win situation.

Ronald of Montrose, CO July 9, 2009

My insurance provider recommended using Express Scripts for recurring prescriptions. I received a new prescription from my doctor. My insurance provider recommended having a 1 month prescription written for a local pharmacy, than a regular prescription written to Express Scripts for refills.

With 4 days of medication left on the first prescription, I checked the status of the refill from Express Scripts. I was notified that the prescription was being verified, and was yet to be filled, packaged, and shipped. After shipping, I was to allow 12 days for shipping. BEST case, I was looking at 8 days without my medication. I inquired as to the possibility of expediting the prescription, and was offered Next Day shipping; at nearly 3 times the cost of the prescription itself!

I asked that the order be canceled, and the prescription be transferred to a local pharmacy. I was told I had to go to the pharmacy, and call them back: this after spending an hour repeatedly "dial 1 for...dial 2 for...let me transfer you to...Please hold..." My only option at this point is to request that my doctor write a NEW prescription at a local pharmacy.

John of Tulsa, OK June 18, 2009

Express Scripts recently notified me that it has implemented a new layer of "protection" for its customers: a "clinical safety review". This review is supposed to protect people from ordering prescriptions too soon based on Express Scripts' calculation of how much medication should still be on hand.

I handle several prescriptions for my elderly mother. Express Scripts has over-estimated the number of one of her most important pills by a factor of four and therefore refuses to refill the scrip until about four months have gone by. Unsurprisingly, my mom and I are far more able to parcel out her medications properly than Express Scripts is to count.

I find it truly frightening that a company so incapable of getting even the basics correct has now added another layer of confusion between itself and competence.

Susan of Santa Cruz, CA June 18, 2009

My statewide employer contracted with this supplier for the mail/online prescription refill service in our medical coverage. BAD mistake. Express Scripts sent the wrong product, would not even discuss options by phone, and billed my insurance company so late that it no longer covered the prescription. I sent a check in February 2009. They did not cash it until May 2009! Now they have the audacity to send me a credit statement. Now, they have sent it to a collection agency. This company is everything wrong about the medical situation in the USA. I am embarrassed that my employer contracted with them in the first place!

Roger of Andover, OH June 16, 2009

The lost my prescriptions for Psychiatric drugs needed and claim it can not be their doings This is why we have bad things happen - I have been out of 2 medications for 5 days now and I am expected to get a doctor to write another RX - why should this happen ?