Complain about a product or service

Medco Health Solutions

255 Phillipi Road, Columbus, OH

Cindy of Davenport, IA November 3, 2009

I was employed by Medco for over 7 years and I understand the customer frustrations here on the web site for consumer complaints. While I loved my job and was able to HELP my callers, tje cpmpany itself was harsh and does not treat its employees with decency or respect. Allow me to give some advice that may help the patient with their benefits. Remember, Medco is not THE insurance company. They are a third party vendor that has been contracted by your employer to manage your rx benefits. If you want to speak to a live person, don't respond to the prompts. Keep pressing the pound key on your phone---that should get you through to a live person. Always call before you mail or ask your dr to fax a new rx to find out if it is covered by your plan and what your co-pay is.

Remember, some plans will charge you more if the dr or patient requests a brand name when a generic is available--and the cost could be very steep. If there is a reason a patient cnnot take the generic version, there is often an appeals process that can be done. Get this taken care of right away so it does not delay your mail order or your order at your local pharmacy. Find out if plan has an RRA on maintenance drugs at your local pharmacy----if so you may pay a much higher copay if you continue to fill at retail instead of using mail order. Once again, some plans will allow a patient to continue to get their meds at retail if an appeal is available---it just depends on your plan. Also very important and one of the most common complaints from members is receiving a 30 day supply of medication through mail order when they were expecting a 90 day supply. This often occurs when the dr office makes this error. Please understand that Medco cannot change the day supply on the rx---it is a legal document and Medco will fill the rx as the dr wrote it. This most often happens when the dr office faxes in a new rx. I always advised my callers to have a dr WRITE the rx and the patient then mails it to Medco for processing.

Do not leave the dr office until you have gone over the rx and are satisfied that it has been written correctly. Remeber, your dr does not have knowledge about your plan and it is YOUR responsibilty to know your benefits. I know---it can be confusing but a phone call to member services can save you a lot of headaches and frustration. About your refills---call for them when you have about a 2 week supply on hand. Also check to see if your plan allows early refills for vacation, for lost of spilled meds and/or a change in therapy. About your refills---dr can write a script for your 90 day supply and give you 3 refills--in most cases--which gives you a script that is good for 1 year from the date it is written. The exceptions are controlled drugs (such as ambien,lunesta, hydrocodone etc) which are allowed 1 90 day supply and only 1 refill---so you will need a new rx every 6 months---the other exception would be a narcotic which would have no refills. Please note also that any narcotic rx CANNOT be faxed anytime or anywhere in the US. Some states do not allow faxing of contolled meds also. This is why I advise to check with member services.

New York state has some of the strictest rules---you may able to get a 90 day supply of a controlled drug but your dr will have to have the correct state form and also know the diagnosis codes before you could receive through mail order---if the diagnosis codes are not on the form your rx will be cut down to a 30 days supply. Also some meds may require a prior authorization for the drug inself and sometimes for the quantity dispensed. Memebers are often frustrated by the prior auth procedure and the dr office also---if a PA is needed quickly here is a hint---the member services rep should be able to provide you with telephone number for the PA department---dr office can call that number and ask to complete the PA procedure over the phone and it can be handled right away. Please remember also that in some cases Medco does not have the prior authorization capability---it may be handled by the patient's actual insurance or benefit office. There are usually several numbers on the back of your Medco card---one may be the automated refill number-if your know your rx number and just want a refill this would the number to call. If you need to speak to a person in customer service, call the number for member services.

There is another number for pharmacy services---this is not for the member to call---this number is for your pharmacist to call if they are having trouble processing your rx at the local pharmacy. I hope some of this information can be of some help to members---I took great pride in my knowledge and know that I did my very best to provide the very best customer service to the members. One more piece of information regarding billing---the courtesy credit limit is usually set by the beneift office---usually 100---so if you send in multiple rx and the total exceeds that amount, it will delay your order. Many people keep a credit card on file but be sure you monitor closely if you do so--I have seen cases where a dr office has faxed in a slew of rx and the patient was not aware nor were they aware of the cost. Check also to see if you have any kind of deductible, cap or out of pocket. I would advise every member to check at the beginning of each benefit year to see what changes if any have been made and what they need to be aware of. Good luck--wish I were there to help you but the powers that be did't want me employed there any longer.

Irma of La Habra, CA November 2, 2009

Visited Dr on 10-26 where he refilled all meds via fax directly to MEDCO according to their policy. I called 10-27 to let MEDCO know not to fill meds & that these were for future use and I would order as needed. Was told by female agent not to worry as the meds were too soon to re-order. recvd med on 10-31 at home, found that this was not my regular med and Dr may have ordered wrong med? MEDCO never called me to inform me of possible interaction of new med nor to advise of an amgiguous/similar med. Nor for consult w/me on med since this was a NEW med for me. It was also an expensive, BRAND name med not covered by my insurance, which they would have know. 10-31, I called MEDCO to advise them of wrong med, spoke to man, he told me that they could do nothing and that I was responsible for paying for med and that I would have up to 60 days to pay for the 133.65 med or it would be sent to collections. I informed them that I had called next day to stop any shipments, I was told it was too late, expensive med had shipped. I have email from MEDCO confirming ship on 10-30, yet I called on 10-27, and they are now telling me it was too late & med shipped, he did not mention that until end of conversation when I brought it to his attention that I had called 10-27.It sounded as he made that one up.

Mary of Parkersburg, WV November 2, 2009

A couple of months ago, I received a bottle of Lunesta sleeping pills from Medco. When my husband opened the mailing bag, the bottle had opened and the pills were all over the inside of the bag. He told me I was not going to take them, that the bag might be contaminated with something. He called customer service and they assured him that it was perfectly safe to take the pills even though the were out of the bottle. He asked to talk to a supervisor who also told him that the post office mailing bags are just as sanitary as the inside of the pill bottle. There was also a hole torn in the bag which meant that someone could have tampered with the pills, but they kept insisting that the pills were perfectly safe to take.

When he told them that he refused to pay for the pills, they finally agreed to send a replacement RX and a pre-paid mailer to us to send the pills back. I got an email telling me that it would be delayed sending me the new pills, because they had to contact my doctor before they could send out another RX and the Rx actually had 2 more refills on it. Now you tell me why they had to contact my Doctor, and wait to hear back from her, just because they screwed up? I have never seen such a bunch of incompetant idiots like they have at Medco. I wonder if they would have taken the pills that could have been tampered with? That is not my only complaint with them, the list goes on and on...Tomorrow I am calling my insurance company and telling them that if they don't find another way besides using Medco, that we are dropping them and going to another company!!!

Ron of Kirkwood, MO October 28, 2009

Three separate complaints. 1. The last two times my wife tried to order her prescription she was told it would ship within a few days. A week later, each time, we received a note in the mail saying we should try a local pharmacy, that they could not obtain it.

2. When ordering a different prescription yesterday, I was asked the prescription number off the yellow strip on the side of the prescription bottle. It was hard to read, seemed to be a bit smudged. The rest of the bottle's printing was very clear. On a hunch, I rubbed gently with my finger on the yellow strip and the entire prescription number disappeared! Ink did not stick to their yellow strip designed for important highlighting information! Unbelievable!

3. The agent researched the prescription anyway and found it. She then quoted a price of 220 for the 90 day prescription. There are two insurance plans on our account since my wife got a new job six months ago. I asked if that 220 included any coordination of benefits with the other insurance carrier. The agent said there was only one insurance carrier. I gave her the name of the other. She found it. I asked what the price was with that insurance company. She said she didn't know since we did not have a credit card assigned to that account.

I asked if there was a coordination of benefits for either of those two carriers. She said she didn't know and that I would need to contact the insurance companies for that information. I asked for a supervisor. I asked the price on the prescription from the new carrier. She said 160, which included a one time 100 deductible, then 60/90 days after that. I asked about coordination of benefits. She said that there was and that the price would be even less with the other company's insurance coordinated.

I asked how much. She said I would have to pay Medco the initial amount (160 first time, then 60 after that). The other insurance company would need to be contacted by me with my proof of payment to Medco and then I would have to make a claim with them in order to get my coordinated benefit back. She said she could ship my prescription and we should have it in 8 days or less.

In exasperation, I asked the supervisor if there was any alternative to Medco for my insurance companies. She said I could order at retail. I asked if she knew the pricing at a retail outlet from the insurance companies. She did. Ordered in 30 day alotments, the cost would be 75 over 90 days instead of 60 from Medco. Hmm. Same day service without idiots versus 8 day delays for an extra 15 over 90 days. I'll pay that extra 17 cents per day!

I'll buy prescriptions at Walmart or Walgreens from now on. Medco was either intentionally deceptive or clueless to the customer's needs.

Robin of Carmel, IN October 15, 2009

Medco contacted me about my type 2 diabetes medication. I had let my prescriptions lapse, so it seemed the perfect solution to get up and going again. They quoted me a price on a 3 month supply that I would normally spend on 2 months worth at my local pharmacy, and would even contact my physician for me. It seemed so convinient to have this done for me! Two of my prescriptions have arrived, and there is a problem with one of them. I only got a 1 month supply, and the cost is TWICE what I pay at my local pharmacy.

They told me the doctor wrote the prescription out wrong, and there is nothing the company can do. Can't return it; can't override the proscription, can't correct and send the rest of the qouted supply. Their solution: I must pay the full amount and have a entirely new prescription submitted by my doctor. Unacceptable company policies and practices. I guess I'll bite the bullet for what I have so far, but am cancelling all future dealings. Seems borderline fraudulent to me! Didn't deliver what they promised.

Jeffrey of ellijay, GA October 13, 2009

Ordered Imitrex on 10/06/09 and was told it would be 46. It was processed on 10/09/09 and I was billed 189. Spoke to the supervisor on 10/13/09 and was told that I must have misunderstood the rep that handled my order and I should have requested a generic. The generic was 20. the last several times I had Imitrex refils it was 46.

I told her to review the reps recorded conversation when I ordered the refill and she said it doesnt mater what he quoted me, that the price must have increased from the time I placed the order and when it was shipped. She said I cannot return them for a refund. She seemed very deceptive about any mistakes that her rep may have made or their company's policies.

The price increased by 400% and I wasnt notified. I would not have placed the order or would have ordered the genric if I had been told when I placed the refil. They were in error and I must suffer the concequence. My family will literaly have to eat less this month. This just seems like fraud on their part.

Robert of Keller, TX September 30, 2009

In Feb ordered Chantix, online, on the screen it showed 30. & I accepted it, then in July they started billing me 300. for each, I have tried to reason with them, even proved their system shows amount 30. & I have to approve the 30. but they refuse to issue a refund. I had to pay it in order to secure my meds.

Jonney of Hampton, VA September 29, 2009

Wow! I read the complaints on medco and pretty much can relate to the complaints, are the medco employees taking the medications themselves? I have had so many problems with these people. In August I went to medicap to get my prescriptions filled, I have 1 medication that needs to be injected and it has to be injected every Friday around same time in order for me to clear this disease, well medicap is wonderful they can have the medication for me overnight and i usually call to get it refilled so that people don't have to scramble around to get this stuff. With medicap it has always been fast, easy, cheap and friendly.

Well the pharmacist at medicap called me and said that medco will not cover that medication and that i had to call a number in order to get meds, so i come home call the number and am told that they have to call medicap ,have medicap ship the injections (overnite on ice) and that they would then reship overnight to me, i could not believe this because medicap is less than a mile from my house and it was already wednesday and i need the stuff by friday. I even told the guy that that did not make sense, they are going to ship the meds overnight by ups 2 times? he laughed, i did not think that was funny.

I asked him how this program worked, did I have to call every month to get shipments and he said that they call you before you run out to remind you (it says it on their advertisments too) I never ever got a call from these people, so on Sept 21st I called because i was getting nervous a girl named stephanie said that it had been approved than cancelled? So she set it up again, and said that I would have shipment by Thursday Sept 24th.

Thursdy comes and no meds, so i figured for sure i would get them friday, around noon on friday I called again (i only had a few hours before shot was due and my doctors office closed around 4p.m. so i am speaking with a very nice man named Dennis, his badge # is 66511 and he tells me that the order was cancelled, becuase of doctor not faxing info. That is very strange because my doctor has never made this type of mistake, and i had called in 2 medicines and the 1 med i get refilled at medicap and she had called that one in. So dennis is apologizing over and over and PROMISES to have my meds to me by Sat sept, 26th and thank God that my doctor had a sample shot that i could take.

Saturday no medicine delivered, and UPS does not deliver on Sunday, so today Monday I call Dennis again and ask hime where my meds are. He could not believe that i had not recieved them, and again apologizing over and over and again promising me that i will have them first thing in morning. so we will see if i get them. He said problem was that somebody had went into system and cancelled my order and did not communicate this with him and he said that he was even upset over this.

My husband gets on the phone and asked dennis what they were going to do about this and who we would contact to file a complaint, dennis said that he would e-mail upper management and get back with us within 73 hours, my husband asked if we could get a copy of that e-mail, and he said he could not do that. So tomorrow should be an interesting day. What if I had been a heart patient or needed some insulin? all i can say is this place is a complete nightmare.

Kateri of Cushing, OK September 28, 2009

I went to my doctor and received 3 prescriptions refills for my asthma medications. It will cost over 250.00 for me to get these filled because they are "name brand." The kicker, there are no generics for these three so I have to pay the higher cost if I want them. I had switched one of my medications once from one I trusted to a different brand because of Medco. If a doctor and patient find a medication that works, name brand or not, why can any insurance say it can't be used unless you pay a higher price? Shouldn't the best medication for the patient be found by the doctor and patient, not some insurance company?

cathy of Wilsonville, OR September 23, 2009

Wow can't believe the monopoly Medco has going. I went to pick up my 8 year olds on going perciption at our local Pharmacy to only find out that our insurance marked up my payment 200 percent. when I called they told me its because I need to start using Medco which is a mail order Pharmacy.

To top it off they only offer named brand on her perscription which drove the price up from paying 27.00 per month to 119.00 per month. I could not believe what I was hearing, this is my insurance company that is forcing me to go with whom they chose for my pharmacy and on top of it charging more. Boy thats sure "All American"