Complain about a product or service

Express Scripts

Alexandra of Danvers, MA February 16, 2009

Alexandra of Danvers MA (02/16/09)
I have had numerous problems with Express Scripts. I have not stopped using them because I am Diabetic and refuse to pay 3 copays instead of 1 for my supply of medicines. I take a total of 7 perscriptions. They are not competent as a company to handle perscriptions. This time I was trying to get a renewal of a usual prescription filled. I selected to have Express Scripts contact my doctor. No such luck.

When I tried to call Express Scripts, I got transferred around in interminable circles, listened to a scratchy, defective telephone system, cut off, etc. For two days I tried. The Express Scripts site said the doctor had not provided a new prescription. I finally called my doctors office and they had not heard word one from Express Scripts. Express Scripts LIED. While I was on the phone, the doctor's office confirmed that they had successfully faxed over a prescription DAYS earlier.

I finally gave up after numerous fruitless calls to Express Scripts, including returning a message at 4 pm to call a number... NO ANSWER. I had to wait all weekend to call. I finally called Blue Cross this morning and actually spoke to a helpful person who confirmed after checking that the prescription claim had been processed by Blue Cross and was in process at Express Scripts. It still says the same thing on the Express Scripts site. NO progress at all. By the way, the first request on the Express Scripts site to contact my doctor was on February 6. It is now February 16. Someone needs to do something.

Let me name the ways this has affected me. Anxiety, fury, NUMEROUS annoying phone calls I had to make from my cell phone at work! My blood pressure must have been through the roof. I am fed up with Express Scripts and exhausted and disgusted with a system that is totally broken and worse than useless to the people who need it most, their customers.

Jamie of St. Johns, MI February 13, 2009

Jamie of St. Johns MI (02/13/09)
On 1/21/09 I requested my medicine by phone and was given a confirmation. I received a letter dated 1/27/09 from Express Scripts. They did not process my order because, according to their records, my coverage had expired. I contacted Express Scripts and Ceridian who adminsters my Cobra benefits. Ceridian claimed that I was paid through 1/31/09. Ceridian also sent an e-mail on 2/6/09 to the eligibility department at Express Scripts claiming I was in good standing.

Since the 6th I have called Express Scripts many times, including today. Today, 2/13, I am still showing inactive in their system. Also today, Ceridian is sending a second e-mail stating that I still remain in good standing. I have also contacted the Dept. Of Labor who suggested I contact my former employer, Toys R Us. Because I am no longer employed they do not handle the administration of my benefits. Ceridian now is responsible. I will, contact Express Scripts early next week to see if they have received the second e-mail. If not I will, again, contact the Dept. Of Labor.

I have not been able to receive or take my medicine for the last three weeks.

Charles of Hayesville, NC February 3, 2009

Charles of Hayesville NC (02/03/09)
Unbelievable!!!...that's all I can say at first viewing this website and the number of complaints, many of them recently, about Express Scripts. My biggest complaint with ES is their inefficiency and boobery, oh, and not to mention how they LIE! I found that to be a common complaint of what I have read so far. One of the biggest lies, by the way, is their claim that you cannot return a medication they have charged you for because its against Federal law or even State law for that matter.

What is illegal for them to do is to RETURN YOUR MEDICATION TO STOCK for further use on another customer. They can take it all back and credit you but they will have to destroy the medication you return its that simple and its a matter of customer service. I have proved them wrong several times and thusfar have not lost a penny to them, just time and aggravation. Most recently they changed the formulary so that with my plan a branded product has a copay of 85 for branded formulary items and 160 for branded non-formulary items. Sure enough I check the formulary that is attached to my plan and the product is not there.

Could they have called and notified me before filling and sending it?...no way baby!!! So upon inquiring about another of my medications that is brand I did not find it on their formulary, but they looked it up and told me it was 85 copay and would send me a formulary list. Well lo and behold! The formulary they sent me had 2 drug items for which they charged me 160 each...that's 150 OVER what I should have paid according to the formulary they sent me. Will I be calling them? For sure I will. Don't let them bully you or stall you. Complain, complain, complain. Write your congressman or senator. And please, whoever you are, please spell PRESCRIPTION correctly (its not a perscription or a subscription). You will appear more informed and sound more intelligent to whomever you complain.

Henry of Mandeville, LA February 2, 2009

Henry of Mandeville LA (02/02/09)
In November of 2007 my wife received from AARP a letter with the information that if you wanted mail order service contact Express Scripts. She was under the impression that this was the new way of ordering her prescriptions thru the mail. She had been using another co. prior. Again, thinking that this was the new way of ordering, she sent in her prescriptions to them. Along comes the medication in the mail with a bill of 249.97. Medication was returned to them stating that we had Medicare Rx and we never paid for medication prior.

Express sent the medication back to us saying that the order was placed correctly. AARP gave us no help in resolving this nor did Express Script help. I complained to Express duning serveral phone calls. I received a return call for Ernest ? who claimed to be the senior billing recover. I have tried to call him back on three times. Keep getting his ans. machine. Left my number each time with no return call from him. On the bill that we receive, I call the number listed on top. AARP recorded message anwsers. If gives no mention of Express Scripts. At this point AARP gives me no help resolving this matter nor do I have a number to call Express.

Do to the miss-repersentation from AARP to use Express Scripts, I keep receiving a bill for 249.97. Lucky for me we did not give our Credit or Debit card to these people. No mony out of my pocket and no mony to Express. They wont' work with me - they can write off this payment from me.

Lorraine of Toms River, NJ January 29, 2009

Lorraine of Toms River NJ (01/29/09)
On 12/31/08 I payed for my prescriptions on line with my debit card. On 1/16/09 I sen in 2 prescriptions to refilled and asked to be billed for them. Well low and behold they used the debit card without my permission. They said that if I don't call to remove it they use it. Well no where on the website does it state this.

Because of the above my checking account had 2 withdrawals not paid and I was charged 70.00 for insufficient funds. Had they not done this I would have been fine with my checking account. I feel they are responsible for the insufficient funds. It took me 3 hours to get them to credit this from my account and bill me.

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