Complain about a product or service

Medco Health Solutions

255 Phillipi Road, Columbus, OH

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 May 22, 2006

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 May 5, 2006

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.

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