|
Donald of Clinton TN (05/04/08)
Beware of ordering meds on line. I ordered on line an was under the impression that I order a generic an was charged for name brand. The medicine was sealed an hadn'd been opened but could not retune it. I was told that I had ordered the name brand. Medco called in Feb. to tell me that there was a generic for the med I had been using so I ordered the generic over the phone. Medco had push the generic an has even ask doctors to change a name brand for generic so why didn't they push for this unless they need to get ride of the name brand this time.
Rayna of Tempe AZ (04/23/08)
My company requires us to use Medco for long term use medication. So I logged onto the Medco website on 4/11/08 and selected the option to have 2 of my medications refilled. Medco indicated that they would contact my doctor's office to get the authorization to refill both medications. A couple days later I checked the Medco website to find that my Lexapro had not been refilled. So I contacted my doctor's office to ask why and was told that Medco never asked for a refill on the Lexapro. My doctor's office said they would fax over a prescription for the Lexapro. So I checked the Medco website and saw that they did receive the prescription for the Lexapro on 4/16/08. I waited several days and after receiving the first prescription I checked the Medco website for the status of the Lexapro. To my shock I saw that the ship date on this order was pushed back by another week! So I called Medco to ask why there was such a delay in getting my Lexapro and I was informed that they were trying to contact my doctor to find a cheaper alternative. I immediate informed the customer service rep that I was out of the Lexapro and I needed the prescription filled ASAP (that's why I requested the refill on 4/11). She agreed that the delay was too long and told me to contact my doctor and have my doctor phone in a 7-10 day prescription to my local pharmacy and Medco would cover it no charge to me. So again I contacted my doctor's office and asked them to call in the prescription. However, when I went to pick up the Lexapro at my local pharmacy I was told the 10 pills would cost me $30. I informed the pharmacist that Medco should be approving it at no cost to me. The pharmacist came back and said Medco was blocking the payment request. I contacted Medco to see why and was informed that I was only approved for a 7 day prescription. In the time it took for Medco customer service rep to look up my account and figure out what was going on, the pharmacy closed. So I was unable to pick up my Lexapro. I asked the Medco rep for a telephone number to call Medco and file an official complaint and was informed that they don't have phone number for complaints. She did however patch me through to a male employee who basically told me there was nothing he could do help and next time I should order my refills earlier. Despite the fact that Medco made several errors in processing my prescription, he made absolutely no effort to help or contact another pharmacy!
As of 4/22/08 (almost 2 wks after my initial refill request) I am still without my medication and just hoping that my condition will not worsen in the time it takes for Medco to send me my medication.
David of Reisterstown MD (04/12/08)
On March 5th, 2008 my doctor faxed in a prescription to Medco for the wrong medication. Medco shipped me Lidoderm Patch 1's and an invoice which DHL left on my door step on Monday, March 10th.
After opening the package and discovering it was the wrong medication, I called Medco Customer Service and spoke with Judy Fleming #3342. Judy told me that consumers do not have to approve medication, that any doctor can fax or mail in a prescription for a Medco consumer and Medco simply ships and bills the consumer whether that consumer ever requested the prescription or not. She told me there was no way to return the prescription and that they would not credit my account. She said her supervisor Jenny Sosa could call me back within 24 to 48 hours.
I next called my doctor's office and my doctor's secretary stated the error was due to the doctor's office faxing the wrong prescription to Medco. They had intended to order Ibuprofen but mistakenly requested the Lidoderm Patch 1's. My doctor's secretary said she would fax Medco to tell them it was an error made by the doctor's office and that Medco should take the medication back and credit my account.
On March 11th, I received an email from Medco about my new prescription order. I signed on to Medco's web site and found that Medco was filling a second prescription for the same incorrect medication. I called Medco Customer Service and spoke with Dorla Levy #3206. Dorla told me that my doctor had submitted a prescription for the Lidoderm Patch 1's and they were going to send me a second shipment. She pulled Ed, a Medco pharmacist on the line and Ed told me my doctor had sent in a prescription for Lidoderm and they were sending it whether I wanted it or not.
I contacted my human resources help desk and asked that they contact Medco and see if they could get this corrected. I then sent an email to the vice president of human resources at my company suggesting my company contract with another prescription insurer for 2009. The good news is that my company does not hold its employees responsible for errors outside of the employee's control. The human resources department arranged to have my Medco account credited for the correctly filled prescription (Lidoderm), to send me a mailer to return the Lidoderm prescription to Medco, and to cancel the 2nd correctly filled prescription (Lidoderm).
The bad news is that Medco refuses to accept any responsibility for the way they do business. Medco claims the bottom line is they made no errors in the process and the responsibility for my receiving the wrong medication lies entirely with my physician's office. Further more, they stated it was clear that twice, on March 5th, and again on March 10th, my doctor's office faxed prescriptions for Lidoderm to Medco. Medco states they filled these prescriptions as written by the prescribing physician, Medco fulfilled its responsibility correctly and properly. Medco was correct when they informed me that my prescriptions were properly filled. They never acknowledged that the March 10th fax contained a cover letter stating the prescription on the 5th was an error and to refund the incorrect prescription. This could all be easily fixed if Medco offered its customers an option to opt-in to a must approve prescriptions on their web site. That way whether my doctor faxed the prescription, or I mailed a paper prescription, before Medco actually filled the prescription, Medco would provide me with (1) an image of the ENTIRE prescription they received (2) the cost to me to fill the prescription and (3) the prescription they are going to fill for me - which doesn't always match what was prescribed with generics and substitutions and Medco rules and all that.
8 hours of work-time spent on the phone with Medco, my human resources department or my doctor's office trying to get this straightened out. It didn't end up costing me anything because my company paid my salary for this wasted time and I got a refund for Medco's mistake.
Zach of Simi Valley CA (04/06/08)
A prescription was written for my daughter and was filled by my local pharmacy. Weeks later a MEDCO refill arrives at my door with a bill for $125. We never asked for a refill, never ordered the medicine, we didn't even know what MEDCO was. After dozens of calls and conversations with supervisors we sent the prescription back. They continued to bill us and sent us to collections. (which has lowered our credit score)
Finally we paid the bill and requested the prescription to be returned for us. Medco's response was No Way! we destroyed the returned medicine and we will not issue a refund. So we were out the $125 and had no prescription to show for it. It's a sad state that we now have a company openly commiting fraud. When I threaten a small claims lawsuit I was laughed at by the MEDCO manager. It just blows me away that some company can send you a product that you didn't order and then force you to pay for it!
Henry of Milford NH (03/19/08)
I sent 40 dollars to medco for 4 RXs. I sent them to the only address I had for medco. I never received them nor was my checked returned. I have written 2 times & gotten no reply. I am afraid I am a victim of a medco employee.
Where is my medicine? I had to purchase this at a drug store at a much higher cost.
Janet of Elkview WV (03/15/08)
I am covered by MEDCO under both mine and my husband's insurance plans. After lab work, my doctor's office called & said they were prescribing Tricor. I had never used MEDCO's mail service before, but the office said they would send it in for me. In a few days the medicine arrived with a bill for $266.70. I immediately called them and explained that under my plan I should pay only $40.00 ($20 for brand name drugs x 2 months). I have since called six times and each time they have told me they would try & resolve the problem, even transferring me to their accounting department. Today, however, I spoke with Mrs. Butler, extension 2157, and she told me they will NOT rebill. She refused to let me speak to anyone higher up. Another woman at MEDCO, Beatrice, told me it was not their job to make sure it was billed under the right plan. She told me I had coverage through Saint Francis Hospital. If they know everything about me, then why is it so hard to correct this? How do I cut through the red tape & get DuPont to ask for their money back (if they paid it in the first place.)?
I have quit taking the Tricor. I'm sure my credit rating will lower, but my husband broke his back and is now on SS disability and I cannot afford any more screw-ups.
Michael of Cave Creek AZ (03/10/08)
On 2/27/08 I went to Walgreen's to get a refill on my prescription for Levitra. This is a refill for the original prescription I had filled at the same Walgreen's on 11/5/07. On 11/5/07 I paid $191 for a 30 tablets. On 2/27/08 Medco wanted me to pay $371. The pharmacist called Medco to question the charge but could not get a reason for the increase. I paid for the prescription and went home. I then checked the Medco web site. It said I should only pay $233 for the medicine.
I then called Medco myself. I spent over 1 hour on the phone with a customer service rep while she and several others tried to figure out what was happening. I was eventually transferred to a supervisor, Laura Martinez, who could not figure out why the Medco website said I should only pay $233--but I was charged $371. She said she would get back to me. Two days later she called me back and said that the $371 was correct, and maybe there was a mistake by my benefits provider. I asked her why the Medco website stated a price that was different from what I was charged. She deflected the question and said she would get back to me.
It's now about 2 weeks later, and I have not heard back from Medco. Is this a case of false advertising? How many others may Medco be doing this to? I have hard copy printouts from the Medco website, as well as my invoice from the prescription. Is it legal to advertise 1 price and charge another price?
For this prescription there is a financial impact of being overcharged $138. I wonder if this happened to me in the past, and I was just not aware of it.
Robin of Newport NC (03/05/08)
I was prescribed by my doctor, 90 Zomig tablets, one per day for 90 days, and submitted this to Medco just as I have done for the last 6+ years. Medco pharmacist Ed Kestler altered this prescrition and sent me only 24 pills stating that this is all that the guidelines of the National Headache Foundation would allow. Now I have received 90 pills per 90 days for over 6 years why now all of a sudden is this a problem. I think that because this is an expensive prescription, Medco is trying to get me to pay more copays.
I will be paying more copays and if I run out of these pills I will suffer migraine headaches which are extremly debilatating and can cause me to miss work and could result in my losing my job.
Allan of Palos Verdes Estates CA (03/04/08)
I ordered a 90-day supply of a prescription drug on 2/23/08. They have my credit card number on file. They sent me 30 days instead. When I called to complain on 2/29/08, they told me a 90-day supply required prior approval. They said it was my responsibility to know all of their internal rules on every drug in their manual (those which require prior approvals, etc.). They did not call either me or my doctor to inform me prior to sending me the meds I didn't order and charged my card without my authorization. I told them I would dispute the credit card bill with the credit card company since I didn't order or authorize a charge for a 30-day supply (same price as the 90 day supply). I was willing to pay 1/3 of the cost of the 90 day supply even though I had not authorized that either, and technically they shouldn't charge a credit card for something a customer doesn't order. I told them they were not authorized to send me medicines I didn't order, in quantities I didn't order, without securing my approval or my doctor's approval.
On 2/29/08 at about 6 pm Pacific time I spoke with a resolution conflict expert at Medco. (Medco has no supervisors in the entire company. (I have been told that over 50 times, over the years, and I know Medco wouldn't lie to its valuable customers.) I was told by this conflict resolution expert that once they have a customer's credit card number on file, they can charge whatever they want, whenever they want, for whatever they feel like sending me. Yes, the conflict resolution expert actually said that. I'd hate to think what someone who isn't an expert at resolving conflict would say. I said that was illegal, and on my street corner, that was called: stealing. The people at Medco are so criminally ingrained in their behavior; she didn't even have a clue what I was talking about. She had no idea why I would call that behavior stealing. Charging my card, whatever they feel like, whenever they feel like it, for whatever they feel like sending me, is a company policy which it is my responsibility to know. (YES, SHE SAID THAT.) She actually said, "It it not 'Stealing'." Is there any regulator responsible for watching these people and closing them down?
My consequence is that I will stop taking all of my medications (diabetes, blood pressure, depression) once I run out of my current supply unless I can find a more honest source. I will not do business with people who admit over the phone to me that they have their hand in my wallet debiting my credit card whenever they want, for whatever amounts they want, for whatever drug they want to send--and not admitting they are stealing. Street thugs and the Mafia have the integrity to admit they are stealing when they steal.
Vanessa of Kansas City KS (03/04/08)
Medco sent me one of my prescriptions that I don't use and have never used. Now they say I have to pay for it before I can get my usual prescription for depression. I spoke with someone from Medco, and she says the pharmacist automatically fills it when it comes in. I told her it's useless to me, and I'm sending it back. She said they will not take the charge off my bill, and I will receive nothing more from them until I pay it. Talk about depressed.
I NEED my Cymbalta. It keeps me sane....
Cheryl of Central Nyack NY (03/03/08)
My son has been taking Focalyn XR 10 mg. This was the medicine prescribed by my doctor after trying others. My son had a terrible reaction to adoral. This medicine seems to be a good match with his metabolism. Focalyn is not one of Medco's preferred medicines. When I went to the pharmacy to fill an emergency prescription (The doctor would only give him a week's worth because he needs to be reevaluated by the doctor.) I was told that 7 pills cost as much as 30 pills. There is something very wrong with that. That is over $5 per pill. Why is an insurance company able to collect that kind of money? If it truly is the new law, that law is harmful to consumers. I can see why the insurance company would like it, but every day people are suffering while medical insurance companies are making gross profits.
My son would have to trial other medicines on Medco's preferred list and possibly have adverse reactions like he had to adoral. He was sleepless for almost 3 days, unable to manage himself. I am not willing to put him through that. Does Medco have doctors that say their preferred medicines are correct for my son?
Deborah of Warner Robins GA (03/03/08)
Federal Blue Cross Blue Shield changed from Caremark Pharmacy to Medco on 01/01/08 for our mail order prescription company. We had Medco a few years back and it was horrible then. They constantly messed up my prescriptions and billed my credit card for items I did not order. Caremark was great, but we were switched back to Medco.
I was told that all of my prescriptions would transfer over. They did; however, Medco took it upon themselves to decide that I didn't need a couple of those prescriptions any longer, or the amounts with which my doctor requested. They blamed it on Federal Blue Cross Blue Shield; however, Caremark never questioned these same prescriptions. I emailed Medco asking when they became more knowledgeable about my healthcare than my doctor. My responses have been very rude and unprofessional. Also, Medco had kept my credit card information in their file from the previous time we had them (over 3 years ago). They started billing my credit card and it was a big fight for me to get them to delete my credit card from their files and credit back my account. Something needs to be done about this company. I hated the day that we were switched over to them because from prior experience I knew it would be a nightmare.
Billed credit card that was up-to-limit and could have resulted in fees and/or interest rate being raised. Not being able to get the prescription quantity and brand that doctor requested because they felt I didn't need it.
Robert of Jacksonville FL (02/13/08)
Ordered two prescriptions from Medco which they processed on Sep. 25 but as of Feb 09 didnt have medicines, called them and initiated a two day long phone call marathon about why I didn't have meds.. I'm sure that they did not have one or both ofthe drugs and they used some of their usual excuses about why... needed to verify my address .. ha.. my address was on the order form and on my check.. ended up having to use my car and gas to go local pharmacy to pick up drugs, and had to pay for one of them... hope I will be able to get a reimbursement... You wouldn't believe how many lame excuses I heard from more than one person... all in an attempt to hide the fact that they didn't have the meds... It's been 19 days since they got the order and still no meds.. wonder how much longer it will take... now have 30 days supply wonder if it will take them longer than that.... Really wish I didn't have to deal with them but these two meds. are kinda expensive if I don't use mail order.....
went without two medicines for a few days, very much stress and aggravation dealing with those idiots, time and gas used in going to the pharmacy to cover their shortcomings..
Lauren of Warwick RI (02/07/08)
Incorrect rx's shipped and I had to pay for canceling the Rx without my authority. Total incompetence regarding consumer issues.
I have some economic damages, plus seizures potentially due to extreme agitation when attempting to resolve issues regarding medco's errors. Someone should file a class action lawsuit for all of us who feel economically and emotionally cheated!
Melanie of Oakdale PA (02/06/08)
I have Blue Cross Blue Shield insurance which uses Medco for prescriptions. I had my doctor call in a new prescription for me, and they inadvertently called in the wrong version. A few weeks later, I get a three month's supply of the incorrect medicine. When I spoke to Medco, the woman was very rude and uninterested in my issue. I told her what happened and explained that I needed to send it back for the correct medication. They proceed to tell me that I can send it if I want, but they will just throw it away and I am still liable to pay for it. The thought of paying $100 for medicine I didn't order and cannot take is ridiculous! Now I am stuck taking time out of my work day to call back and forth fighting with them about getting the correct medication. In the meantime, my medication is running out and I will likely have to phone the doctor for a month's supply at the retail pharmacy, which costs more because it's not through Medco.
I now have a battle on my hands to get them to take back the sealed, unopened packets of wrong medication and send me the correct ones. What an unbelievable inconvenience from a terrible company. If you can get your prescriptions elsewhere, I recommend doing so.
Rebecca of Galloway OH (01/18/08)
My employer changed pbm's 01/01/08 and prior to this we were told Medco agreed to transfer any existing prescriptions (with refills remaining) to ExpressScripts. I had 3 that needed to be transferred. When I called ExpressScripts on Jan. 14 to request refills, Isaac said they had no record of any transfers and suggested that I call my physician to have him rewrite the scripts. He did not offer to have one of their pharmacists call a pharmacist at Medco to make the transfers. I believe this is how it is done at a retail pharmacy. I asked my employer for help on 1/15 and they said that it was possible Medco would not transfer scripts. I talked to a coworker and hers had transferred. My physician wrote these in early November and I felt bad asking him to do that again, so soon after the fact, so I called Medco.
The lady at Medco, whose muttered name sounded like Vi, handled my phone call Jan. 16. Initially, she said she did not see any prescriptions for me, then confirmed that ExpressScripts would not have my scripts, then in the next breath told me they had been transferred on 12/03/07. The same day, I called ExpressScripts back and spoke with Ester, giving her the transfer information stated to me by Medco. She said it was an unsuccessful transfer and that I would have to call my physician for new scripts. I called my physician on 1/16, the only good guy in this story, and he rewrote 3 scripts for me and mailed them to me immediately. I received them the afternoon of 1/18, so I can send them in 1/19. Hopefully, I will not run out before ExpressScripts can refill them but since my conditions are not life-threatening, I do not plan to use the rush method and pay the extra $18 or whatever it is. I thought RPh's were more responsible than to not see to it that transfers were made when requested. If I ever thought customer service was a component of a pbm, I am no longer that naive.
Sylvia of Seattle WA (01/18/08)
I am a member of Blue Cross which recently changed our prescription company from Caremark to Medco as of 1/1/08. Today is 1/18/08 and my dealings with Medco have been horrific. My prescriptions didn't roll over as they were supposed to from Caremark to Medco. I emailed on 1/3/08 to have them fix the problem. They emailed me and said all my physicians need to fax in new prescriptions. I told them it was their job to figure out the problem, not my problem to contact all physicians. I received a call and eventually they agreed to get the prescriptions from my physicians after I provided them info. Well, after many emails and worthless phone calls, I'm still at square one. They couldn't care less - all there responses are done from some script - they don't even listen. I'm so frustrated and wonder how Blue Cross could pick such a horrific prescription provider and let Medco continue to give such bad service.
Marie of Round Top TX (01/17/08)
My husband was (note I say WAS) on Plavix for a heart condition. Followind Medco's protocol for reordering perscriptions, my husband placed a reorder for his perscription of Plavis some time before December 14, 2006 (We know this because that is the date that Medco charged his American Express Card in the amt. of $62.50 for the perscription).They claimed that it was shipped on this date also. We never received it. Trying to contact them is next to impossible to begin with so you can just imagine what it was like trying to deal with them during the holiday season. On January 5th we sent an email to Medco informing them that he had take his last pill as he had run out. We also stated that we wanted to speak with a REAL PERSON not a recorded message or email. On Sunday, January 6th they did return a phone call and left a message as we were not at home to take the call. On Monday January 7th my husband called them again and spoke with Medco. They told him that they could express mail (next day) his order to him and he would have it the next day. That did not happen. We tried to get the medication
filled at the local pharmacy as we had the empty bottle and they would not fill it as there was something on his account that would not allow pharmacies to fill this perscription as it was being filled by Medco. On Saturday evening January 12th at about 4:30 pm my husband began to complain about feeling strange and was being pulled to the left so I carried him to the emergency room at our local hopsital from there he was transported by ambulance to a larger hospital as he needed the care of a cardiologist.He was in atrial fibrillation and its suspected by doctors that he suffered a stroke. The doctors told him that this was a medicine that you do not go a single day without. It was also noted that it takes about 6 days for Plavix to get out of your system He spent 4 days in the hospital. And today, January 17, 2008 we received his order of Plavix in the mail!!
Atrial Fibrillation and possible stroke. Placed on a much stronger medication, Coumadin which will involve weekly monitoring by blood testing. This is a much more expensive treatment. Then there will be monthly monitoring of his blood the rest of his life.
Kristyna of Atlanta GA (01/17/08)
Medco falsely advertises the copayment for a nebulized medication for cystic fibrosis called Hyper-Sal as $2.95 for a 90 day supply, when in fact it is actually FORTY times that amount. I went to the Medco by Mail website 2 days ago, checking to see if they had started carrying this medication yet. I have 2 children with cystic fibrosis, who are both on multiple medications, which I purchase every 3 months in 90 day supplies from Medco. When I did the online search for Hyper-Sal, I was given the option to check the price for a 90 day supply, which is one package per month. I continued on to the next screen, and the screen stated Qty: 3; 4 ml packs, and gave a 90 day supply price of @2.95. I was amazed because this is significantly less than the CF pharmacy charges for the same medication [$59.50 for a 1 month supply (60 vials) is Medco's copay thru the CF pharmacy]. I had my children's doctor fax in a new prescription for Hyper-Sal to Medco right away. I had recently ordered all of the boys' medications, and was expecting a big shipment this week. Last night, I got an automated call from Medco, saying that I needed to update my shipping address, or my order wouldn't ship. I called immediately to verify my correct shipping address. In talking to a member services rep (who barely spoke English), I learned that my shipping address was fine, but that I had exceeded my courtesy limit on medications. I was told that my credit card had been declined and that my order would not be shipped until I gave a credit card number. Medco has a valid card number on file, but this week, I declined the automatic debit option. Medco has screwed up several orders, and I did not want my card to be charged for any more medication order errors. This has never been a problem in the past...Medco has always just billed me via US mail. When I changed my option for auto debit, I received no information stating that Medco would not ship my order unless it was paid in advance. I finally got so frustrated (because we are out of one drug) that I told the rep to go ahead and charge the card on file. She simultaneously charged the card and told me the charge was $700. This was not the price quoted when I refilled all the medications online (it was more like $450). I asked where these extra charges were coming from, especially since my card was already charged. This member rep told me that she could not go over the order list with me, and that she would mail me a list in a week. I told her I wanted to speak to someone who could go over the prices so I could determine where the extra charges were coming from right then, and she hung up on me. When I called back, I got another member rep, who was able to go over the prices. In reviewing the costs of the various medications, I discovered that the extra charge came from 2 orders of Hyper-Sal, which was about 40 times the price shown online for a 90 day supply. This medication comes in a box of 60. The rep said that the online quote was for 12 ampules, and that each cartridge of 4 ampules is what they call a package. This is the most ridiculous thing I've ever heard, because Hyper-Sal is a twice daily nebulized medication. The way Medco advertises Hyper-sal in a 90 day supply as Qty: 3; 4 mL packs led me to think 3 boxes of 4 mL ampules (because it is prepackaged in a box of 60 ampules). Twelve ampules of this medicine is only a 6 day supply. The rep then told me that Hyper-Sal is not a preferred medication (which is why it has such a high copay). This is also preposterous because it is a common CF medication. Their preferred nebulized saline solution requires the patient to mix 2 different strengths of saline in a beaker, which is unsanitary. I am a physician at Emory University, by the way. I am aware of case reports of serious pulmonary infections caused by contaminated nebulized medications compounded for patients by pharmacists. It doesn't make sense that a less hygenic form of medication would be the preferred drug for people with serious pulmonary disease.
Stephanie of Cape Canaveral FL (01/13/08)
I discovered yesterday that Medco's Perscription Malpractice almost killed me. I have been becoming increasingly ill for the last year. I have suffered chronic, excessive diareaha, daily projectile vomiting, dizziness, partial blindness, disorientation, tremors, weakness and fatigue. What turned out to be the cause of this - both my phaysician and Medco are guilty of malpractice.
For almost a year Medco has monthly been sending me the same 3 prescription drugs - with no warnings and not a word about interaction. Yesterday when I ended up in the emergency room with Renal Failure, the doctor was livid because for the last year I have been taking a deadly combination of three prescriptions - all of which are clearly noted in the protocol - one of the drugs I have been taking has deadly interaction with the other 2. Neither the prescribing doctor nor Medco ever provided me with a warning and since Medco does not provide any of the drug information or inserts, I would not have had the opportunity to find this on my own. I don't care if I have to pay full price for my perscriptions from now on, I will not use Medco (which is the only way my insurance will cover the prescriptions). At least if I go to a REAL pharmacy I can talk to a human and not a machine - and maybe I would not have gone through the last years of hell and put my life in danger. I intend to report this to every regulatory agency I can find.
Darren of Portland OR (01/09/08)
I received a letter informing me that my long term prescription for Terbinafine (Lamisil) must now go through Medco's mail order pharmacy which takes 10-14 days to process orders rather than under 24 hours for my local pharmacy (even if they have to order it!). I complied and had my doctor fax them my prescription. Five days later I receive an automated phone call telling me my prescription was canceled. I called in to learn (after sitting on hold) that they canceled it because they only allow 22500mg in a 180 period. Terbinafine comes in only one dosage according to my doctor - 250mg - and it is to be taken daily until the nail grows out completely --something like 6 to 9 months; so Medco's limit is exactly half the typical dose. They told me to have my doctor call or fax them for a coverage review. He did (took two weeks due to problems at both my medical office and Medco). Once done, Medco denied the claim within 15 minutes. The reason they gave for the denial was the same as the one that motivated the coverage review--so why I spent two weeks on that I don't know and they couldn't explain it to me.
Now they tell me I or my doctor have to fax or mail an appeals letter to a different department to have the case reviewed. My doctor's office did that today. I have already had to cover one prescription out of pocket, and since the appeal process can take up to 15 days and it takes Medco 14 days to mail medicine, I will likely have to fill 2 or 3 more out of pocket as well. At $10/pill/day, these little guys get pretty expensive. I have been disgusted with Medco's level of service and the amount of my time and money they are wasting. I have notified my employer, filed a formal complaint with Medco, and filed a complaint with the BBB. I'm not sure what else I can do. I believe I am stuck with Medco as far as my employer's benefits package is concerned, but I may purchase my own all the same.
I'm out $165 every two weeks as we deliberate over the coverage. Numerous hours of lost productivity as I battle with them over this.
Mary of Roswell GA (01/04/08)
My company forces us to use Medco for all prescriptions that we take on a continuing basis. I am diabetic. My doctor has prescribed several generic drugs and we have been seeing which work best.
I went on line and ordered a refill of my generic drug ($12) from Medco. Instead of filling the order, they emailed my doctor asking which drug I was to receive: Glipizide or Glyburide.
Doctor circled Glipizide and checked Glipizide. Intsead, MEDCO shipped and charged me $83 for Glucotrol. I immediately called them and shipped it back.
They have sent me the paperwork that absolutely proves that my doctor did not order this drug - and I took the paperwork to my doctor for futher verification.
Medco issued a credit to me on October 24th and then charged me again on October 25th.
They are refusing to fill any of my diabetic drugs (any preseciption) unless I pay for the drug that I don't have and never ordered.
This can be a life-threatening situation. I absolutely cannot afford these drugs without the presciption plan that comes with my health insurance that they take $129 every two weeks out of my paycheck
Peggy of Waterloo SC (12/29/07)
They are just a very bad company. After a month they approved my breathing meds, but when I tried to get them filled they would not pay. Needless to say I sure do not need this insurance. I changed to another company.
Darlene of Pendleton IN (12/19/07)
I had been on Forteo, which is a shot daily for osteoporsis for almost 2 years. I am now back on Fosamax. My Dr. wrote the prescription for once a month for a year. I sent into Medco and when I only got one months supply I called and they told me that my Dr. had written it that way and to get another prescription for a 3 month supply times 3 for a year, I did this right away and mailed it in. They are telling me that I have to wait 81 days to fill this new one even though I am not getting the other one now. It has been since early November and now it is late December and I can not get my medicine, which is to be taken once a week, until Dec. 31,. This means that I had to go 2 months without my medicine. I just can't understand this. They are the ones that told me to get another prescription and cancel lthe other. The Forteo was $700. a month and I know Fozamax is nothing to compare with this.
This could result in a bone problem again. I thought I was doing so well. If them making me do without my medicine, affects my bone density again I will be very unhappy
Shirley of Livingston LA (12/17/07)
Would not listen to reasoning on any appeal that was written to them and advised it would do no good to appeal.
This is concerning Glucophage Xr Tab Sr.
I was stolen from because I have Insurance to cover my cost they would not take my doctor's letter stating he had made an error.
Lenice of Southlake TX (11/16/07)
Submitted a full year prescription from my doctor after being contacted by Medco in letter about how much money I could save if I switched my prescription from Actenol to Fosamax. I was sent a one month supply and charged a three month co-pay. I called to report the problem and I was told there was no problem, that the prescription did not specifically say they could send me a three month supply so they only sent one month. However, since they save money by sending multiple months, I was still charged the three month co-pay! When I asked why I wasn't notified in writing or by phone of the problem, I was told there is no way possible they have the time to contact all the people about this issue.I also asked why they aren't more clear on the three month/one month prescription stating they will charge for three months no matter what. She didn't answer but asked me in turn if I wanted to submit a complaint and I said yes. She said she typed it in my file that the process isn't written clear on how the prescription must be written. She also said I would still have to pay the three month co-pay. To me it is just a scam to get three times the money by only providing a one month supply of medication. From what I gather from the person I spoke with and the complaints I have read, this happens all the time. Medco also won't send any more medication until the bill is paid in full. I don't see how this process be legal or how Medco can still in business with this type of misrepresentation.
Financial burden of paying three times what I should have paid when they convinced me to switch so I could save money. The stress of receiving only one month medication, knowing I had to get another prescription to pacify Medco and yet another prescription so I could have my medication until this gets straightened out. I'm concerned they will again fill my prescription wrong to continue to get more money. Medco can't be trusted and I have been duped.
Sue of New Oxford PA (11/14/07)
My daughter had a 90 day perscription with a 3 times refil. They have no record of this although I have a copy from her doctors office. I called to have the medication refilled and they told me that there were no refills left. I proceeded to let them know that they were mistaken since the prescription was dated Aug. 07. They then said they had no record of the doctor. I had to call the doctors office to phone in a different perscription to a local pharmacy for a 14 day supply to hold her over. They continually gave the run around, and my daughter is without her meds because of them. Do they have to answer to anyone? Who controls them?
I have called the doctor to phone in a 14 day supply to a local pharmacy. I will be moving all our prescriptions from there and hoping they have to answer to someone. I called 5 times in one day to straighten this out to no avail. Are they in business to kill people?
Delana of Childersburg AL (11/07/07)
My Daughters doctor refilled her inhaler prescription for a year and Medco sent us all the prescription and a whooping bill for nearly 400.00!!
My husband called and told them that we only needed one month maybee 3 at a time, But they sent all the prescription at one time. When my husband called to tell them that we could not use or pay for that all at one time and that we were shipping the case back to them, they told him we could NOT do that. And that if we did they would have to throw it away EVEN though it WAS NOT OPENED and we would have to still pay the bill. This is totally ridicilous when we didn't even authorize them to ship it to us anyway!
AND on their privacy policy states we refill your prescriptions when you ask us to do so. I think this company is terrible and should NOT legally be allowed to do this. Do we owe for meds we didn't authorize or even call in for?
Eric of Titusville FL (11/06/07)
My wife, being under pain management care, needs her medicine every day. Medco filled the first 90 day supply without a hitch. The next time around they claimed protocol? problems would delay the order and informed her that she should have back-up prescriptions as a contingency in the event Medco cant ship on time.
It was tough enough coaxing her doctor into writing a 90 day supply of pain medications in the first place. Now Medco expected us to go back and ask for more prescriptions because they couldnt fill an order in a timely manner (over a week). My wife complied and the temporary supply was reimbursed by Medco after two months and many phone calls. Now the same thing has happened again. Medcos excuse was that they couldnt read the dates on the prescriptions. I could. They also claimed they were unable to get a hold of the doctors office in four attempts. This has never happened to us.
The supervisor at Medco would not allow us to talk to a manager or the Pharmacist unless, get this, we wanted to know what the patient will experience when their pain medications run out. Thanks a lot!
I am sending this complaint on to Blue Cross in the hope that they will find a competent replacement for Medco. In the future, we will spend the extra money and go to our local pharmacy to get her prescriptions filled. At least she will have her medicine in minutes.
Consequences of interrupting a daily pain management regimen are twofold. Not only does the patient now have to endure severe pain, they will also experience the withdrawal effects due to being totally deprived of their prescribed medicine.
Jaye Buksbaum of Long Beach NY (10/05/07)
Lost prescriptions, late prescription filling, no contact records, 8/19 canceled prescription filled 8/26, overcharged copayments, no contact records, inability to locate even my account, outsourced customer service giving misinformation, and more.
My child, insulin dependent diabetic, left in emergency situation to get insulin more than once.
B. of Remus MI (09/25/07)
An order was placed for a generic Rx and was filled with the Name Brand. I discovered that the order was incorrectly filled by going onlne to check our account. After contacting them that this order was not filled as requested,I was told that they would send me a return mailer. I returned the unopened package shipment in the return mailer that was sent to me by MEDCO. I am being billed for a product that was returned as instructed. I tried unsuccessfully to resolve this issue with MEDCO and with BCBS. Now I am trying to resolve this issue with a collection agency.
Mary of Hempstead NY (09/14/07)
I guess I am in good company when it comes to being unfairly treated by Medco. I too take a schedule 4 drug, considered a controlled substance. When I didn't receive my perscription in the mail, even though the doctor faxed it to them I was really puzzled. It turns out that Medco's policy is that they DO NOT accept perscriptions by FAX for schedule 4 drugs. Fair enough, but instead of leaving me hanging by a thread, they could have contacted me stating such. It was only when I was in dire need of the prescription, did I do the research myself and find out what the delay was. So, I went back to the drawing board requesting from my doctor that he MAIL in the original perscription and Medco by mail form. He obliged, but when I received the perscription, it's only 30 days worth, not 90. The doctor claimed it is because Medco gave him the run-around with NY State Law. However, when I called Medco the representative told me (after a lengthy pause and her looking up a bunch of legalise) that I would indeed be entitled under my plan for the 90 day supply, but that the doctor would have to write it as such: Quantity = 90, with 1 refill. She also referred to Code AF having to be used by the Medco staff. Then, she backtracked when I asked Where is the physician mail in form on your site? and told me I would have to download the patient one which to me, made no sense. If they didn't accept a FAX from a doctor's office, why would they accept my doctor's handwritten perscription with MY MAILING it in?? Why wouldn't they have a FORM that the DOCTOR can mail in along with the perscription? She said she could either transfer me to their pharmacist, (to which I said no thank you!) or, my doctor could call the 800 number and get advice on how to write the prescription correctly. What a mess. I agree with earlier complaintants - Medco can't hi-jack people's access to their meds without a fight! (At least not from me!)
Layla of Sacramento CA (04/24/07)
I requested a generic prescription which would have cost me $5. Medco sent me a non-generic prescription, w/ the wrong dosage, w/out notifiying me and charged my credit card for $75 with out my authorization. They refuse to take back the wrong medication and refuse to reimburse me.
I paid $75 for a prescription I can't use when I should have paid $5 for a prescription I can use.
Jeffrey of Alexandria IN (04/04/07)
Shorted prescriptions: 4 weeks short in July 06, 1 week shorted March, 07.
1st time I was sent only 3 weeks. Had to complain again to get the remainder. 2nd occurance just happened and am awaiting a response.
Americo of Bridgeport CT (03/05/07)
The insulation around the sparkplug wires inside of the ignition harness has deteriorated causing short circuits and misfiring. This occurred in a model 1993, 300E with 160,000 miles. This is premature for a vehicle boasting longevity and reliability. Reporting of this same problem is so widespread suggesting poor design choice in placement of the harness and/or inferior insulating material. The cost of the replacement harness has jumped from around $400 in 2004 to over $900 today ( feb 2007). Is this good customer service or exploitation of customer trust?
ˆ
Marsha of Naperville, IL (02/26/07)
I can ditto all the other complaints on this site for Medco Pharmacy. THEY ARE A NIGHTMARE!
I spent half a day going to each of my doctor's offices to have them fax new prescriptions to Medco. I have been checking my order status 2-3 time a day since and it is constantly changing and constantly WRONG!
I am supposed to get all generic drugs, but one day they are showing the generic drug as pending and the next day they've changed it to the name brand. I had 3 prescriptions faxed to them 2/21 and one has shown up correctly, but has not shipped (nothing will be shipped prior to Feb. 28th).
And to top it off, when I do a price check, it tells me my retail pharmacy is cheaper for two of the drugs! I thought the whole point of this mailorder/nightmare/hassle was to get the cheapest price. What a joke!
Christina of Anthem AZ (01/03/07)
On my 2007 Mercedes CLK350 Convertible when pushing the front seat forward to allow rear passangers out of the backseat a serious safety issue occurs. The headreast is automatic so when the seat is pushed forward and laying in the full forward position it goes all the way down by a motor.
There is no automatic sensor to indicate fingers ot hands/limbs that are placed there as an aid to get out.It is the natural motion to place your hand/forearm on the front seat when getting out of the rear seat of a 2 door car. Since they only exit from the passanger side I can only speak of what occurs from that dise.
Although, I have reenacted the scenario on the drivers side and the same situation occurs. When pushing the seat forward the motor automatically lowers the headrest without a sensor.
3 of my 4 children have had serious injuriries resulting from the headrest.
My 4 year old son was getting out of the backseat and the headrest caught 3 of his fingers under it. He was screaming as the headrest was continually trying to get all the way down while crushing his fingers.
The ONLY option was to yank his hand out. My 7 year old was exiting the rear seat when hif forearm was crushed resulting in a bruise and hickey like mark where the headrest crushed him.
My 10 year old daught also had her hand crushed under the same head rest. There is no way to push the headrest back up as it is crushing the bones. They all now know to wait until it is ll the way at the lowest position before exiting the car.
Mae of Richardson TX (11/18/06)
I have been working with this problem since April, when I reached my donut hole with Medicare. I have a secondary insurance with my husband's ex-employer Raytheon. For some reason Medco YOURx PLAN will not send me the correct paperwork for me to mail to my secondary insurance, Innoviant, so that they may pick up the reimbursements for my medicines. I have tried on numerous occasions to get this problem corrected.
Medco is constantly sending me the wrong forms. I have the correct information to give them, however, they will not send correct ones. Medco has my money for the perscriptions, $2200, as they have charged this to my discover credit card. In order for me to be reimbursed I need their cooperation. I need their paperwork to mail to my secondary. In my opinion, Medco is playing dumb when it comes to sending the correct paperwork. I will also be filing a complaint with my Texas State Board of Pharmacy in Austin Texas.
Sandra of Tampa FL (09/22/06)
On an almost regular basis over a period of years our claims are rejected for fabricated reasons. I beleive this is a company policy to extend the time it takes to actually pay the claim. Some months they state another insurance carrier may exist and we have to resubmit everything, this month we just got back 8 forms stating the ID number is not valid. These are regular rxs filled on a monthly basis with all of the same information. I believe all comsumers who are subjected to this are due something for their time spent correcting the insurer's processing errors. I also beleive this is a corporate policy which is put in place to make people give up submitting claims for small amounts just because of the time and effort needed recalling, refaxing, resubmitting, etc.
Donna of Carrollton TX (09/13/06)
Medco - United Health Care Systems have to be the worst company I have ever dealt with. When medication is prescribed by a Physician, what gives Medco the right to evaluate a consumers medical information to determine if they will cover medication under the plan. I have had to fight to get my Provigil covered which they finally approved and additional fees charged by my doctor for having to deal with Medco and completing addition forms. Now I receive a letter stating that the approval is coming upon expiration and that they will need my doctor to contact them and provide additional information so that they can determine if the medication is still required.
Why don't we all just save alot of time and fustration and make appointments to see Medco Clinics -- this way you won't get high blood pressure after jumping through hoops having to deal with them. Bottom line, it's all about money, not the consumers health and well being. BUT...like Medco tells me I am at liberty to pay for the medication myself. How much does this company contribute to political parties?
Mandy of Butler PA (08/24/06)
I was prescribed a medication by the name of Provigil 200mg to help me with fatigue. My days are sometimes hard to get through because I'm so tired I can barely function. My medication was denied for payment because it was not on the list of medications approved by Verizon Wireless and Medco to be used for treatment of fatigue due to Multiple Sclerosis. Since my pre-auth. was not approved through Medco, I had to file an appeal that can take up to 15 days for a decision to be made. I could do an urgent appeal, but if my appeal was denied that decision was final and there would be nothing else I could do. I have told them how helpful this medication would be to me.
Due to these decisions that have been made, I have to buy my prescription out of pocket. My medication is $10.00 per pill. I can not afford this. If I can't afford my medication, I can not take it.
Fred of Ithaca NY (08/03/06)
My employer's Heath Insurance provider, HealthNow, has recently contracted with Medco, a mailorder pharmaceutical provider. I have asked that the rheumatoid arthritis medication, Humira (I need to take once a week), not be sent via commercial courier (UPS, FedEx, USPS, etc.). Humira must be kept between 36 and 46 degrees F and not damaged in transit. Medco packs a 90-day supply in a styrofoam box with a cold pack and ships with whatever courier they've contracted with at the time. Humira is on their mandatory mailorder list but Enbrel (nearly identical) is not. Pharmacies receive their Humira from a wholesaler who ships it within one day in a dedicated truck packaged to maintain the proper temperature, and handled by trained pharmaceutical shipping employees (not UPS, FedEx or USPS delivery people - not trained in the proper handling of delicate medicines).
Commercial couriers tend to damage a very high percentage of the packages they handle. It is bad policy and very dangerous to the patients requiring this medication to ship it commercially to one's doorstep (where it could overheat in the summer or freeze in the the winter). My Rheumatologist agrees that it is not good policy to transport Humira via commercial couriers.
Humira is a self-injectable live antibody suspended in a liquid base that needs to be kept within a very narrow (9 degree) temperature range and also needs to be handled with a certain amount of care (not dropped, shaken, crushed, etc.) to maintain its therapeutic efficacy. After I'd explained my position (thoroughly discussed in several recent email communications) Phillip Baker (a Medco administrator) asked me if I'd be willing to give it a chance. Clearly, the decision makers at Medco are willing to take a chance that using commercial couriers will not result in compromising the therapeutic efficacy of my Humira prescription. They don't have anything to lose... but as I explained in multiple emails to Medco representatives, it would only take one compromised batch (even a one or two week supply) to cause irreparable damage to my health and ability to function.
After joint damage has occurred, as a result of Rheumatoid Arthritis, it doesn't recover while the disease is active. Humira helps to slow the progress of the disease - it doesn't stop it. Ground that's lost in this battle is lost for good. I'm certain that if Mr. Baker or anyone at Medco involved in this discussion were in my position, they'd feel uncomfortabe about taking that chance. I'm one of thousands of RA patients dependent upon Humira. Medco is unnecessarily risking our health by unwisely adhering to this policy.
Thomas of Phoenix AZ (05/30/06)
Repeated delays processing prescription refill orders. I had my Dr. office fax (per Medco's instructions and using their prescription order forms) to Medco for refills and new scripts. When trying to contact Medco by phone, they just told me that there was a problem (non-specific) with my prescription and that they have contacted my Dr.'s office and there was NOTHING they could or would do until my Dr. responded back. I immediately called my Dr. and verified with him and his staff that no one from Medco or representing medco had contacted them...PERIOD!!
Medco's service and support is nothing short of simply being insulting. When attempting to resolve this matter, I just get handed off from one person to the next, each adding a non-matching variation to the reason why there's a delay. Each Medco customer service rep's story changes from person to person. This type of event has occurred each and everytime I've tried to have medicine prescriptions refilled, renewed or reordered.
Out of prescription medications to control severe hypertension (high blood pressure) and the medical consequence for uncontrolled hypertension is considered life threatening. In addition other medications are required to control the life altering side affects of taking hypertension medications, the consequence of which affects the quality of life, which leads to severe depression if not controlled with medication. Medco has been negligent in their responsibility to ensure prompt attention and service for medications that are life sustaining.
Matthew of Fort Wayne IN (05/22/06)
On 04/03/06, I mailed (USPS) a prescription for my wife for Advair at a dosage of 250/50 to Medco. Later that same day (04/03/06), my wife’s doctor changed the prescription to a dosage of 500/50. On 04/04/06 At approx. 8:00 AM Eastern, I called Medco and advised them of the change and told them to cancel the 250/50 prescription. At that point in time, Medco verified that the request for the 250/50 prescription had not yet been received and therefore had not been shipped and that my account would be noted so that when the 250/50 prescription arrived, it would not be shipped.
On 04/12/06 the (canceled) Advair at a dosage of 250/50 prescription arrived at my home. Subsequent to the delivery of the cancelled prescription, I called Medco to advise them of having received the wrong prescription and to verify that the correct prescription was being sent and to verify that I would not be charged for the Advair at a dosage of 250/50. However, the individuals to whom I spoke on that and subsequent occasions are all informing me that Medco is going to continue to charge me 120.00 for the prescription that I had ordered to be canceled on 04/04/06.
In justification of their actions, each Medco representative with whom I have spoken has stated some variation of the following:
1.The Medco process is an automated process.
2. I was given no guarantee at the time I called in the cancellation.
To the former (The Medco process is an automated process), I would like to respond:
•Medco’s internal communications procedures and any resident inherent weaknesses are Medco’s problem and I should not have to suffer for them. I, their client, made my request prior to the prescription’s having even arrived at their company. How Medco fulfills my request is their company’s own, internal challenge.
•I see no policies or procedures concerning cancellations posted on Medco’s web-site, nor has anyone from Medco been able to provide any such policies (in writing) to either myself or my advocate from company's Benefits center. If Medco's policy on cancellations isn’t publicly available, how is one to abide by it? To the latter (I was given no guarantee at the time I called in the cancellation), I would like to respond:
•I never asked for a Guarantee when I canceled the order as it seemed (and was) a timely and reasonable request on my part.
•While the Medco representative indeed did not say specifically that they will guarantee anything, they also did not state that they will not guarantee anything either.
As it was a very simple request, if any problem was foreseen, perhaps the Medco representative to whom I spoke should have stated “Mr Customer, we can’t guarantee that your request will be honored. If we do send out the wrong prescription, you will be charged for it”. However, had such a statement been made then and there, I would have been asking for a supervisor right then and there!
I am now expected to pay Medco 120.00 for a prescription which I had requested be cancelled and fear that while I attempt to arbitrate this, they will delay any future orders that I place.
Kathryn of Apex NC (05/05/06)
I phoned in a refill to my required prescription drug benefit manager, Medco. My refill is for Actonel. The price should have been $37.29. The automated system said it would charge my credit card on file $87.29. I called customer service number at Medco to see if the drug price could have really increased 120% in the last 90 days. Customer Service looked at the order and said that there was a problem with their computer program. The Medco rep said that the price was going up on June 1st, as Actonel moves to a non-preferred drug status.
The rep said that when I receive the medication, I should call them and ask Medco at that time for a $50 credit. I asked why I had to wait to get the money credited . She said because the price is going up on June 1st 2006 and the new price is already loaded. I asked what June 1st 2006 had to do with today, May 5th 2006. She said that by the time I got my medication it would be June 1st so I had to pay the price.
Dennis of Mebane NC (04/24/06)
This company has been harrassing us with a bill of $120 for the past 30 days on account of their customer service department making a mistake and placing an UNAUTHORIZED order without our consent. We did not want this prescription and we do not need it. When the representative made the mistake on the telephone while speaking with my wife on another matter, she advised my wife that she had corrected her mistake and she would not get billed for her mistake. Nevertheless, a few weeks later we get an invoice. I called again, and spoke to another representative and apparentaly the representative NEVER cancelled her mistake on the system and the order was placed and shipped out.
The problem is that it was $120 and I did not need this medication. I explained this to this representative and asked to speak to a manager, she advised that I just DO NOT ACCEPT THE package when it arrives VIA UPS. Therefore, we did not accept the package when it attempted to arrive our home for deliver and it was refused to be returned to the company. The company to this day, refuses to delete this invoice and now claims that because the medicine was made and shipped that I am responsible for this medication. This is absurd. I have called many times and spoken to many people and been hung up many times on account that it is a long distance call for me since I live in NC and this company is located in NJ.
Charles of Fort Worth TX (04/13/06)
I placed an online order for Aromasin on the morning of April 4th. My wife saw her Oncologist the same morning who told her to stop taking Aromasin. I called Medco's Customer Support and cancelled the order in less than four hours after placing it. I was billed and the order was shipped the next day. I have been in contact with Medco's Customer Support and they are the rudest people I have EVER done business with. They yelled at me and insisted that I would have to pay for the order and that even though I had called to cancel they can't cancel an order. I wanted to appeal and was told that there was NO appeal process.
After contacting my employer's Help Desk and their intervention I was told that Medco was sending me an appeal form in 7 days. I have never in my 66 years done business with such an unprofessional and rude company. The order arrived 9 days after I cancelled it... The two Medco Customer Service Reps yelled at me and would not listen to anything I had to say. It's a shame that people like this are hired when there are compassionate people looking for jobs.
Because Medco did not cancel my order I was billed $70. (which the CC company has removed from my bill) and IBM will be billed over $500 which will go against my prescription cap. Since we will definitely go above our cap this year we will have to pay this $500. Not to mention the emotional stress this has caused my wife who is dealing with cancer. Medco's lack of professionalism and their lack of customer service has caused us much distress.
Alice of Sugar Land TX (04/04/06)
Six days ago I dropped off my 14-year-old's prescription for an ADHD medication. She has been medicated for this condition for 7 years. My husband's company switched prescription benefits to this company in January. Medco requires prior authorization for this medication. Our doctor faxed a letter to medco the next day. My daughter ran out of medication 4 days ago. I assumed that the pharmacy had forgottten to call me to let me know that the medication was ready when I showed up to pick it up for the 3rd time. I had to pay full price for the medication in order to get it. I spoke to someone at Medco who gave me the phone number to check on the authorization; an automated voice told me the claim was in process. My husband can get a form and fill it out for reimbursement.
While I am sure that the prescription card is supposed to save his company money, I believe that Medco is fraudulently making money off people who forget, or do not have the time to jump through all their inconvenient hoops. It becomes like a rebate-many consumers do not receive the benefit they have been promised. My daughter has been unable to finish school work that would have posed no problem, had she had the medication that her doctor prescribed for her. We are so frustrated.
Matthew of Colorado Springs CO (03/28/06)
I have dealt with many prescription insurance companies, none have been as horribly inefficient as Medco. I sent a three month script a few months back and was sent only half of the prescribed quantity-with no explanation! I called Medco, to learn (once I got through the miserable automated phone service to a customer service rep) that I was only covered the amount sent. I could get the correct quantity if I went through a pre-authorization process with my doctor. I did so, mailed another script, and was again sent the incorrect amount.
I called Medco again and was told it would be resolved, but I needed to mail a new script. Meanwhile, I was forced to get a 30 day script from my doctor until Medco figured it out. This resulted in a three hour trip to the pharmacy because Medco would not approve the 30 day quantity. I then mailed in the new 90 day script and called to verify that the authorization had gone through. I was told that it would be filled correctly. I checked the website after it was processed, and found that-once again- it was not. I called Medco again, to learn that the original authorization was mistakenly submitted for the incorrect dosage. I was told that I would need to begin the process for a new pre-authorization. This delay required another trip to the local pharmacy.
Clearly Medco lacks the ability or the desire to recognize and meet its customer's needs.
Nei of Stafford VA (03/16/06)
Prescription Delays I am a diabetic and wanted to refill my prescription. I was advised that Medco no longer had a supply of the medication (Avandament) because the mfg had run out. I went to my doctor and got a prescription for a 90 day supply of a new medication. I sent in the prescription and then realized that I was running out of my old medicine. Since the process with Medco Mail-order takes about 3 weeks, I asked my doctor to call a local pharmacy with a 30 day supply to hold me over until I received my mail order.
When I went to CVS to pick up the prescriptions, I was told that they were not approved by Medco since I had already sent in an order to the Medco Mail Order Center. I called the Medco customer service number and spoke with a rep that told me they would not approve the prescription for 30 days but I could get another prescription for 14 days from my Dr and they would approve that. I could understand an issue with them not approving my prescription if it was one that I was only taking for a short time. However, I will be taking this medication for years.
This instance is a prime example of a company trying to save money and the expense of their customers health. The sad thing is there is nothing I can do except write this complaint. Medco will continue to get away with their unethical business practices. I will miss 2 weeks of medication to control my Diabetes.
Nanci of Sacramento CA (03/07/06)
Yesterday my doctor called me to ask if I had instigated a change from my local pharmacy to Medco. I said no. He said he has recieved a request from Medco to fill all of my prescriptions as well as my daughter's through mail order. Since this was not my request, he said he would tell them no, thank you. Today I recieved an emailed order confirmation from Medco. Upon checking their website, I saw that there were in excess of 17 prescriptions being filled. I called my doctor to confirm that he had not sent prescriptions to medco. He confirmed that he faxed NO in response to their request. I contacted Medco by telephone. They claim they just don't understand how or why this happened.
This is the second time it's happened to me. The representative was helpful only to the point of getting the order cancelled, however didn't want to acknowledge that a serious medical mistake could be made by continuing this practice of switching out peoples prescriptions. The mistake could come from a person in my situation-in that I also get different medications which are not paid for by my health plan, but are paid by workers compensation and are not known by Medco. Their own staff pharmcists have no way of knowing about these other medications and could instigate a deadly reaction by switching medications around.
What is it going to take to get Medco to stop their practices? I see where they've settled the suits brought about on behalf of the government workers, but this isn't a government plan, it's a private plan through Blue Cross/Blue Shield. I am so fed up with this, and it seems that as consumers, our rights are being violated left and right and no one is doing anything about it!
Kim of Tomball TX (02/23/06)
My husband's company, Siemens, switched their perscription policy to basically only deal with Medco for maintenance medication. My doctor faxed over a perscription, and after 10 days, at 8:30 p.m. on Friday night I was told that only a paper perscription would be accepted since it was a narcotic. Monday I visited my doctor, paid a $15 script fee and Tuesday I mailed the perscription. It took them 10 days to receive it and get it into the system, 10 business days to process it, and then my EXPEDITED order was to be sent to me overnight (free of charge) on 2/21, almost 3 weeks later.
I called today, because my EXPEDITED order is 2 days late, and after being forced to hang up from their automated system to find a real person, I was told my EXPEDITED order would be received by 2/27. No email, no notification, etc. And, there is no note of the expedited order. The last 2 phone calls were very frustrating and controlling by the representatives, you feel as though your hands are tied behind your back. I don't want my order changed to expedited, as I am sure they will end up charging me and then I would have to be at home or have my delivery address changed and that just sounds like more trouble to me. And in the end, I wonder how a pharmaceutical company can legally get away with not filling a perscription which requires it to be filled in 7 days?
I guess I will just buy it myself than go through this again. And I doubt I will have it by the 27th anyway with so many unfulfilled promises. And finding a way to complain on that award winning website is non-existent, as on their corporate site. I think I find the automated representatives more friendly too.
Joy of Dowagiac MI (01/23/06)
My Doctor gave me a prescription which was a generic drug for Prilosec. Little did I know the generic drug did not come in 40mg. Instead of contacting me and telling me this they took it upon thereselves to fill it with Prilosec. I did not want it. Of course I had to take it because it came to my home. Since I could by it for $28.00 at Wal-mart for 42 day supply why would I want to pay $195.00 for it for a 3 mo. supply. Over the counter at $28.00 for three mo. comes to $84.00. Which would choose? Yes it is only 20mg., but that was okay.
The sad thing is I am on social security and have to pay $195.00 for a prescription I did not want. I would appreciate it if they cannot fill a prescription like it is written, they would call me. I feel I have been taken advantage of.
Betty of Washington DC (01/16/06)
I sent a prescription in for mail order the end of December 2005. They acknowledged receiving it in December 2005, but on January 10, 2006, they returned the prescription saying they were unable to contact my doctor for more details. Of course, this now meant having to pay the $250 deductible for 2006. They told me that just because the prescription is received in 2005, it's when THEY bill, not when the request is made that determines which year is used. This is the second issue I've had with them over issues that cost me money and benefit them.
I now have to pay the $250 deductible for 2006 to have this medication filled.
Barbara of Wichita Falls TX (01/08/06)
I have spent at least 15 hours on the phone to Medco and Health Choice over the past week in addition to about eight hours online. The price quoted for some of my medicines has changed three times in four days. This is the same company that handled my prescriptions last year. They tell me I cannot buy some prescriptions retail and that I must buy them mail order. They say my medicines are covered and then they say that their portion is zero. I was told at a meeting they held last Fall that my costs would be approximately the same as last year. This is not true. Some of my medicines are two and three times what they were last year.
This is a nightmare. I have severe medical problems and cannot do without my medicines. Some are ruled by law and they are telling me to do something that I could not legally do last year (90 day prescripion instead of 30 day, mail order instead of hand carry). I fear I am going to have to simply pay the full price because I need the medicines. This is in spite of the fact that I have paid for Medicare Part D (through Health Choice)and the cost of my private insurance. Help!
Victoria of Saint Marys GA (9/16/04):
In January of 2004, our employer switched our pharmacy to Medco. In February, we had run out of our medications, and had to use Medco to receive our prescriptions. Because of the way they do things, our doctor called them and told them what we needed. They then called my husband, who was in the middle of a Habitat for Humanity meeting at the time and told him the cost for the different prescriptions.
When he was told that the Zyrtec would be $100, he said we didn't need it (my daughter was able to take OTC Claritin). The woman then insisted that he had to pay either with a credit card or she would send an invoice. He said, "Send the invoice and I will decide which we want to pay for and receive." She said, fine. But, we received not only the invoice but the prescriptions.
We sent the Zyrtec back saying we had asked not to receive it, AND had our doctor call to cancel the Zyrtec. Since then, they have insisted that we pay that $100, despite calls from us, from our doctor, and hearing from us via letter and later, certified letter. They also put a collection agency on us. I refuse to pay $100 for a medicine I neither wanted nor received. Our doctor, by the way, was told it was taken care of. But, now, I cannot get my Lipitor through them and my husband cannot get his Levoxyl, which he desperately needs. I really don't know what step to take next in resolving this situation.
Physically, without his thyroid medicine, my husband gets over anxious and suffers other health problems.
James of Mesa AZ (7/24/04):
The answers given by one representative directly contradicts the other. I inquired about ordering a brand name drug and was told I would have to switch to a generic drug with a different strength. Only after requesting to file a complaint and two more phone calls did I find that this was false and that I could order the drug prescribed by my physician.
They tout their web site as easy to use. On it are several forms and methods of getting prescriptions. The forms and procedures overlap in a confusing way. There forms are provided for printing. When printed you need a magnifying glass, a fine point pen, and excellent hand writing skills to squeeze the information requested into the tiny fields. They should make the form so that you can fill it out online and then print if mailing it. Or here is a thought, make the form the size of a full page instead of the 1/3 page it is.
Today I am mailing a prescription that I thought was taken care of via fax. My doctor completed and faxed the prescription. Normally Medco provides an email to confirm receipt and processing. Only after I hadn't received a notice or medication did I check the Web site. There it stated that Federal Law requires an original prescription mailed to them. That is fine, but in the meantime I am low on medication and now I have to pay an expedite fee and still may not receive the medication in time, even thought I originally submitted the first attempt in time to have received the medication. Why can't they just send an email noting the error instead of waiting for me to discover this information?
I am sure that if I talk to a knowledgeable person about the procedures and instructions on their web site, they can explain and/or show me where all of the proper instructions are located. I just wasn't planning on being an expert on their Web Site. I just need to order medications easily.
Previously I had dealt with another mail order pharmacy. Their service was truly user friendly and many times better than Medco. I also was forced by my employer, Qwest Communications to use this service. Either I use this service or pay much higher copays at the pharmacy. I think this is an unfair business practice, cutting retailers and competitors out of possible business. It causes me great inconvenience and aggravation.
Michael of Kansas City (4/22/04):
I have reason to believe the medications they were sending my wife were old and ineffective. My wife sufferred needless pain for at least two months while on the bogus pills. As soon as the prescription was refilled at a local drugstore the pains went miraculously away.
Jacqueline of Moorhead MN (3/30/04):
I have submitted 5 different prescription reimbusement forms completely filled out by my pharmacist with all the correct legal numbers, signatures, and amounts of ingredients. These forms keep coming back to me for resubmittance, asking for the same information that was listed on the original forms. I keep resubmitting and resubmitting.
Of the 5 special compounds for pain that my mother's nurses administer, Medco has only reimbursed me/her for one. I called the offices and got nowhere with a lady that knew nothing and wouldn't transfer my call to a claims processor or a superviser. She was totally inept at helping me get through the quagmire of confusion.
My mother is on a very low fixed income and cannot afford to pay for something that is supposed to be paid for by a very large insurance company with a contracted commitment to its purchasers/clients.
Paula of New London WI (3/23/04):
This company offers no customer service. They will not call the customer or the doctor if a prescription is not written correctly. They would rather fill it wrong, charge you, and send it. Then when it is time for refills just send it again with out confiming you want the RX sent. I understand that medication can not be returned for safety reasons but if you did not request it why should you have to pay for it?
Phoning the customer service is no use as they all read off the same sheet and do not try to fix the problem. Their best answer is, "That is a luxury you have when dealing with a retail pharmacy". In other words "WE DON'T CARE!"
So far we are just waiting for the appeal. No one knows who is handling it, nor can I get a number for the department. Apparently they are not allowed to make outgoing calls?
Mary of Flint MI (2/23/04):
I need help in a very big way getting a story/investigation of a very big problem my family is having. As of January 1, 2004 ALL General Motors employees (current and retired) have been forced to purchase their prescription medications via Medco Pharmacy Home Delivery System and it has become a virtual nightmare for our family and I suspect many others.
I am caregiving for my two elderly parents who are on 33+ medications. We no longer have the choice/luxury of obtaining medications at our local pharmacies after the first two pick-ups or we will be charged 100% of the total drug price. Medco procedures has begun ruling my life and taking away from the quality care issues needed to help my parents with their failing health.
In a nutshell: My parents are not getting their medications on time and Medco's automated phone system and customer service has been totally insufficient in helping me to deal with matters. General Motors has literally dumped all responsibilities in the laps of patients and their families to be police watch dogs over a failing system. I've been unable to oversee or control many problems with the doctors offices, pharmacies, Medco and even the U.S. postal system.
My mother went without her blood pressure medication 4-5 days and is now completely without her new medication for a severe arthritic problems related to ITP (declined blood platelets) and without hope that she will receive her meds. This new medication is called Pliaqunil. We were instructed that it takes approximately 3 months to begin seeing results in her joint pain. Medco has not delivered and she had been taking it consistently for 30 days. Seems like time wasted now because the doctors office told us Medco should have delivered and therefore they could not call a prescription into the store.
This is insane and such an injustice. My concern is for my parents but even more for the many other elderly out there who may not have the benefit of having a loved one oversee this new mail order process. It has been very confusing but even more it has taken an ocean of my time to put into process. I am very concerned someone is going die unnecessarily.
Donald of Mineral Wells TX (1/22/04):
Medco sent e-mail notification saying they were shipping a prescription to me. Having not interacted with Medco for nearly 3 months, I immediately called them to report I had not placed an order. They said I had placed an order in November, but that they had to divide the shipment because I wasn't eligible to receive the rest of it until now. When they send a partial shipment, they always bill my credit card. I checked my credit card statements for November and December, but there were no charges to my card; neither do I recall receiving a shipment in this time frame. They told a flat-out lie!
Also, the prescription they were sending happens to be one of which I have a plentiful supply; thanks to their screw ups they had sent double amounts. They are very ungracious, to say the least. Most companies I have dealt with in the past have graciously acknowledged problems I have reported and we part with me being satisfied. But, this Medco outfit is like a bunch of barracudas. Here they are discussing just one of my high blood pressure medications and they are calling a 70 yr old man a lier! I was so angry by their uncaring, unhelpful attitude that I'm sure my blood pressure readings were off the chart! Yesterday, I was left weak and weary from by several phone calls with them.
Paul of Garden City Beach SC (10/27/03):
They changed my prescription medicine without my consent. They said they called my doctor and he agreed to this. I went to my doctor's office to verify this and they said that they did ok this due to Medco saying the original medicine would not be covered by insurance. Medco says that they did not say this but asked the doctor if it could be changed due to costs.
I was not informed until I had to call Medco because I hadn't received my order in a timely manner. They informed me that they canceled my prescription and was sending me a different medicine. I told them that I did not wish a different medicine without a consultation with my doctor. Mr. Direnzo laughed at me and told me that I didn't understand. I told him that I do. Money means more to Medco than a patient's well being. I informed him that I do not take a medicine without talking to my doctor and my knowing what the difference of the effects is.
I think Medco has the duty of filling my prescription as written, not as to what they think I need. They did this without my consent and I think it is a serious matter. They don't have the courtesy of asking me to check with my doctor and see if this other medicine is okay. Instead they just push it on you and laugh at you when you question them. I asked to speak with Mr. Direnzo's manager but I am still waiting for a call. He was conveniently out of the office when I asked to speak to him.
At the doctor's office, I asked to speak to the doctor but they said that I would have to make an appointment. This would result in me paying a $70.00 office call. I think that I should have been involved in the decision of what medication I will take. I feel that Medco's function is to fill my prescription and not be prescribing something different.
Dorothy of Sanford FL (1/23/03):
I was overcharged on the first script, given only half the qty. When this was "cleared up" and the conversation was recorded by me with Medco's permission, that very night they overnighted the same prescription, charged my credit card again and claim that even though I didn't want or ask for the script, it was "time" for a reorder so even though I said NOT to send a 2nd order or charge me any other charges they did anyway and have just said "too bad" and have spent hours - on tape! - brazenly telling me I HAVE to have this med.
Medco had my credit card on file and after overcharging the first time, made a second charge on my card of the same med after specifically saying there would be no charge to me for the balance of the first order. So my card was charged another $100 and all conversation after deal with making me "understand" that there is no time machine to go back to the first order, so even though I didn't want a second order I "had" to have it.
Robert of Granville OH writes (6/9/03):
Several month ago, I received a package from Medco with a prescription drug. I did not order this drug from Medco. I contacted them immediately. At first the phone rep seemed cooperative, but then contacted his supervisor and came back on the phone and I was told that Medco's position was that they shipped the drug and I had to pay, tough.
After several heated phone calls, including to the Post Office to complain about mail fraud, Medco finally agreed to accept return of the drugs. I mailed them back, in a package they provided and thought the issue was over. I did not hear anything more for some time. Last week, we received another bill (for $50) from Medco, and several days later a notice from a collection agency. We contacted Medco. Incredibly, they acknowledged that I had not ordered the drug, and that I had, at their request, returned it. They claimed, however, that because my doctor faxed them an order for the drug, I was liable for payment.
I contacted my doctor's office who claims that they did not instigate the order, but they did fax confirmation of the prescription to Medco. I asked the doctor's office under what legal guidelines/agreements they felt they were allowed to place orders on my behalf and they claim that they would not have instigated this order, they would only have responded to a request for confirmation of the prescription if I had ordered the drug. According to the US post office, and they added the words "generally speaking", Medco must either provide evidence of a signed order from me for the merchandise, or they cannot insist upon payment.
Merck-Medco is not only a mail-order pharmacy but also administers health plans for nearly one-fourth of Americans. It's quite possible this was a misunderstanding that could be easily straightened out with a letter. Instead of calling, Robert should write a clear, straightforward certified letter stating that he did not order the drug and is not responsible for making payment. He should avoid making charges of fraud, etc. He might want to send copies of the letter to the collection agency, Federal Trade Commission and to his local postal inspector.
Joseph of Burrton KS (9/27/00):
Merck-Medco is taking advantage of senior citizens. Docs who write prescriptions for long-term heart medication or blood pressure, etc., sometimes forget and check refills for a number of times but for a 30-day supply the drug company charges the same for one month as they do for two or three months.
This makes the cost of medication much higher.
|
