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Express Scripts

Phyllis of Norwalk CT (04/08/09)
I sent in a prescription refill with my credit card information on the back as I always do. they never charged the credit card and have had this problem with them in the past. I sent back the credit card information again with the statement and they never did it. since we don't have this coverage any more the only way to contact them is via mail and they don't respond. Now they have sent my balance to a collection agency who would glady take my credit card information but there will be a processing fee. I refused to do this since it was Express Script's error MULTIPLE times and told them to have Express Scripts contact me.

Since Express Scripts didn't do their job my credit rating is now in jeopardy and there is no way to contact express scripts to settle this

Jerry of Syracuse, NY April 6, 2009

Jerry of Syracuse NY (04/06/09)
In April of 2008, Express Scripts processed a prescription phone order for my wife. A credit card was on file with them, and the number was confirmed at that time. Allegedly the charge somehow failed to be billed to the card by Express Scripts. The medications were shipped. Three months later this charge appeared on the card along with two others for subsequent orders.

Express Scripts then started billing for this April order. Repeated phone conversations accomplished nothing. In January of 2009, our insurance company stopped using Express Scripts, but Express continued billing us for this charge. In a February 2009 phone call, an agent requested written proof from us that this had been paid. I obtained a summary from the credit card company covering the entire period,showing the payment. I mailed this to Express Scripts in early March.

In April, having received no acknowledgement from Express Scripts, we received a bill from a collection agency. I called Express Scripts, and after much effort finally reached the collections department. Many minutes on the phone resulted in only rudeness and arrogance from an agent, and a complete refusal to even consider what I was saying, and no apology or explanation for the lack of response to my submittal per their request. After repeated requests, I finally got to speak to a Manager who was equally rude and unresponsive until he actually hung up on me.

NEVER, NEVER deal with Express Scripts. They lied, double-bill, and I didn't mention once sent my wife a prescription that was 4 times her proper dosage. We discovered the error at once, but Express Scripts would neither acknowledge nor correct the error. At that point we stopped using them. BE FOREWARNED.

Doubled cost of order, which we paid to avoid damage to our credit. Potential for physical harm if my wife had taken the incorrect doseage of medication.

Maurita of Houston, TX April 5, 2009

Maurita of Houston TX (04/05/09)
Express Scripts is the worst company I have ever dealt with and the government should shut them down. Like many others here, I am forced to use them for long term scripts via our health insurance. I have had a problem with every prescription I have. I am an attorney and used to dealing with shady businesses, but they are the worst. They continually lose faxes from the doctors' offices.

They will have you calling your doctor to refax it a thousand times if you do not put a stop to it. Their supervisors have told me that they have NO way to check their incoming faxes (i.e, a LOG) to see what they have received. I spent 3 to 5 hours a month on the phone with these idiots. After they find the fax from a doctor, they then claim the doctor did not fill out the prescription properly. Then they claim (LIE) that the doctor's office is not returning their calls. Then it takes about 7 days for them to process the script through the pharmacy, and another 7 days to mail it.

God forbid if your doctor includes more than one script on a fax. They will fill one and lose the other. Then you get to start the above process from step one. Their on line service has lost prescriptions from my past history (i.e., they falsely claim I've never filled a particular script with them). Also, God forbid if you have to have a controlled substance script filled through them. They refuse to contact the doctor's office for a refill. You have to obtain a new written script and mail it in. Then you get to wait 3 weeks while they slowly fill and package and mail it. That's if you're lucky.

They also change their minds as to what a controlled substance is, and will tell you a different story each month. Don't believe anything they tell you about what the law is about prescriptions. They talk out their butts about that and deceptively try to blame federal law for anything they don't wish to do. Their phone reps are also vacuous and rude. Last month I had a fellow named Chris tell me something particularly absurd. I started laughing, and he proceeded to attempt to lecture ME about what a serious matter this was! These are not drugs I take for fun. I need these scripts to function and stay alive.

This company is a travesty. I have complained to my husband's benefits VP's office, but I doubt many folks at his employer have the ability to get through to that person. So, they think all is going well. I am seriously thinking of suing these idiots for gross negligence and intentional infliction of emotional distress. Maybe we should file a class action?

Bill of Hillsdale, NY April 4, 2009

Bill of Hillsdale NY (04/04/09)
This Is A Follow Up To My 3/27 Post. It is now 4/4 and Express Scripts' deceit continues. Since filing a complaint/grievance with Blue Cross Blue Shield Of Massachusetts Grievance Program:

1) I still have not received my medication which was initially ordered 17 days ago. It has been 8 days since they allegedly shipped it via expedited delivery.

2) A letter from Express Scripts suddenly appeared in my mailbox on 4/2, dated 3/27 yet postmarked 3/31 informing me that they have replaced my old prescription with one from another manufacturer due to the old manufacturer's difficulty in supplying the drug .... another lie as the old drug was recalled 66 days ago.

3) I received an email reply from Express Scripts Customer Care Team on 4/1 informing me that they by law cannot answer my questions because it is clinical in nature and that I could call one of their pharmacists for answers. Really now, my questions were that I wanted to know why Express Scripts Customer Care Team lied to me and wanted information on the recall .... this is clinical? Anyway, I asked them for an address, either snail mail or email of their pharmacy department as I will only communicate in writing because I do not trust them. As expected, they have not provided me with this contact information as they never want a written record of such problems.

Bottom line is, Express Scripts is one of if not the largest Prescription Benefit Manager in the country and they will continue to be until Health Plan Providers no longer find it mutually financially beneficial to do business with them. The bottom line is always about providing the least to derive the most or .... Greed and Money!

Thank God my prescription in question was only for Nitroglycerin which I only have to take when I experience cardiac pain for whatever reason. Not that important I guess in the eyes of the FDA, ETHEX Corporation, Express Scripts or Blue Cross Blue Shield Of Massachusetts who in the end will do nothing with my current complaint, I've been down this road with them before with no results.

Bill of Hillsdale, NY March 27, 2009

Bill of Hillsdale NY (03/27/09)
I could go on and on about how incompetent Express Scripts has been in handling my account, how they seem to lie as a matter of policy, etc..... but this write up is an inquiry to other Express Scripts customers out there. There was a massive drug recall in the past six months for many drugs manufactured by ETHEX Corporation. Express Scripts carried some of these medications (Not sure how many) two of which I have in my possession. The recall for most of these medications (Do a search on ETHEX Corporation Recall) was to the Distributor Level only but the bottom line is that the FDA allowed a potentially tainted supply of various drugs be consumed by the unknowing public most likely placing financial considerations before the public health/safety.

When I went to renew one of these prescriptions, after two online rejected attempts I contacted Express Scripts via a nasty email to complain that their system was dropping my orders for NitroQuick. I received an email from them stating that the NitroQuick orders were being dropped because they no longer carry that product due to a packaging change and hey told me I had to get a new script from my doctor. I immediately wrote them back and told them it was their responsibility to contact my doctor when they discontinue a product, I called them incompetent and informed them I will be filing a complaint/grievance with my health care/prescription plan, Blue Cross Blue Shield.

The next day I received a call from Express Scripts who tried to lead me to believe that they had no knowledge of my nasty email and that they call everyone when they discontinue a product! Anyway, I did a little research and discovered that two of my medications were not simply discontinued due to a packaging change but were recalled with the FDA's approval due to possible defects.

I demanded an explanation from Express Scripts as to why the would lie to me about the reason they no longer carried a medication but they chose to not address this issue at all instead rambling on and on about how they never received my email, blah! blah! blah! ad nauseum. My inquiry is this - Did anyone out there receive any communication from Express Scripts within the last six months informing you that one or more of their prescriptions was either discontinued or recalled?

Rebecca of Edenton, NC March 27, 2009

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