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In March, I began to try and get reimbursed for 2 prescriptions I paid out of pocket for. I didn’t keep the original receipts unfortunately. Walgreens has been very kind and helpful but they can’t reproduce the original receipts. I’ve sent in fill histories and a reproduced receipt from Walgreens and they’ve both been denied by Express Scripts due to “company policy“. I’m asking for $82.84 in total.
Express Scripts makes a big deal about saving the customer money, but there are little or no savings at all, in our current case we are having to pay over $300 for a prescription our doctor wrote that has a manufacturer's discount card of paying $0 through their savings card (manufacturer). Depending on who you get on the phone with at Express Scripts you will get different answers, most of which are not at all helpful and the claim is that they can't do anything else about it. I've been out of state suffering from a severe case of bronchitis and was told they could give me the $7.37 medication for $33. I ended up paying $7.37 and left the pharmacy confused as to why my Rx is less expensive when I don't use Express Scripts!?
This company makes no sense and their staff do not have a clue as to how to twist their lies back to the consumer because none of their responses are even consistent. One time they contact the doctor for clarification, change in dose, manufacturer, etc., the next time they claim they never call the doctor!? This company is not to be trusted but my health insurance policy requires me to use them.
It’s purely ironic that their name is Express Scripts considering there is nothing quick about it. Blue Cross Blue Shield basically forces you to use this awful company that takes forever to fill a prescription. Called today to understand why it hasn’t shipped yet after a week and the customer service agent said to me “Express scripts is meant to be economical not quick”...
We've been forced by our insurance carrier, Blue Cross, Blue Shield to use Express Scripts for a year now, and it's a real disaster. I was prescribed for a migraine medication. Since April 14th, I spent 45 minutes at least every other day just to get the status of my prescription. And I STILL don't have it. My Dr. sent the authorization first then they said they need another authorization again and they got all they need it. I am sure the insurance company pay you more or bonus to just deny and refuse to process the prescriptions. The customer services are rude and lie about the processing and shipping.
My husband warned me about the deplorable customer service with Express Scripts he experienced for many years. I didn’t believe him. We had our prescriptions changed over when the new copays went into effect. Let me tell you, saving money is not worth it if you are continually month after month without your prescriptions.
The straw that broke the camel’s back was my husband’s prescription for a controlled substance that was due to be refilled ten days ago. When I could see on the website that it hadn’t been filled yet I called four days ago to ask that it be escalated and explained that he was out of his medication. They told me four days ago that it would be filled immediately and overnighted. Guaranteed to be delivered Monday, no later than Tuesday which is today. I checked today to see if it was being delivered. The website said it hadn’t been filled yet. I called again and was told by a supervisor that it was filled today and was given a FedEx tracking number. Checked Fedex and was told it wasn’t a valid number.
I called and asked for a supervisor who told me that it was actually a postal tracking number and it hasn’t been picked up yet and it’s going out regular mail for some reason (with an “oh well” tone in her voice). She also told me I should call my doctor and tell her to send in another prescription to somewhere else and get it filled faster. Unbelievable. If Express Scripts sees this review you should call me. I recorded every call and have notes of everyone I spoke to. Amazon should get a prescription drug service. They are so much better than Express Scripts.
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Updated on 05/06/2020: Still waiting for the check mailed 4/6/2020, number ** to be cleared in my wife's account. Finally, I am seeing some later checks cleared however this one was before all of them and was for a large amount. Why can't we get this cleared up?
Original Review: This morning I received from Express Scripts (ES). They claim my wife's balance on her account has not been paid and they can't send her prescriptions until they receive a payment. On 4/6/2020, I mailed a check for $128.00, then on 4/27/2020, I mailed another check for $60.00. Now in the phone call this morning ES said my wife's account had a balance of $189.00, and can't send anything until payment is received. Before all checks were mailed to AZ and the check turnover was very slow. I called them and they explained that they were switching the billing office to Chicago to expedite the process. So far since 4/6/2020 all checks mailed to Chicago have not been processed. After I explained this to the person on the phone this morning and gave them the check #'s and amounts, and they released my wife's meds. I end with why can't ES receive and process the checks I send?
I have been forced by my insurance to use Express Scripts. 7 years now it has been nothing but a nightmare, run as fast as you can. Most of the time it's like not even having insurance unless you want call Multiple Times every time you need to fill a prescription locally and have it paid for by your insurance, also I have called 3 times about the same problem and assured each call that it was taken care of just to have to call again and get a different answer. This company is terrible to deal with anymore. I just pay the full price for my prescription rather than having to deal with express scripts. Then at the end of your call if you had a good call with them they will ask you to take a survey. If they were rude to you and were of no help to you then they will hang up on you with no survey. Go figure. Express scripts have been nothing but trouble for me since I was forced to use them.
I get my insurance through Blue Cross Blue Shield via my corporate insurance. They recently switched to Express Scripts. When I went to pick up my prescription I was charged 4x what I have paid in the past. I called express scripts to try and figure out what was going on, as other people have said, they basically told me I had to switch to Walgreens to pay less, so I did that. Then when I went to pick up at the Walgreens. They said it was the same price. I called express scripts again. Was put on hold, was hung up on multiple times, had one agent on the phone who couldn’t even explain my plan and then transferred me to a customer service agent who was impossible to understand, put me on hold and hung up on me again. I was told I’m only allowed to fill my long time prescription twice for the year via express scripts, but it is a long term RX that you cannot go cold turkey on.
This company is putting people’s lives at risk and should be liable for anyone who has major health issues due to their negligence. I don’t have a choice but to continue dealing with them, but will be calling blue cross blue shield and my Corp to explain that express scripts is absolutely negligent, horrible and that they are putting people’s lives at risk as a result. Do NOT use them if you have a choice in the matter.
Updated on 05/04/2020: It's beneficial to the readers to understand the magnitude of dysfunction at this company BY DESIGN. So, I'll be writing a review every time I have a communication with Accredo so that every level dysfunction is documented. Today, I called them to request a refund for the fourth phone call relating to this issue. Originally, I paid $2000 via credit card back in February. They refunded part of it but not all of it. So I'm still playing collection agency with my own money. I have to wait 3-5 business days for this refund. Let's see if it goes off without a hitch. Last time, last month, they shorted me $500.
Original Review: I could rant about the bureaucracy of this company. I, frankly, think that it's intentional. Consider, that the less medicine that the pharmacy provides to the consumer, the less money the insurance companies have to pay annually. That's why I have to use Accredo, because my insurance company requires me. So all of the delays and pitfalls that I experience every single month are by design. The all-time worst experience that I relive every month.
Express Scripts has been nothing but a pain since we signed up 2 years ago. I continually have to go back to doctor and refill something even though it clearly has refills. Their systems and the integration of the Doctors' systems obviously have issues. Today when I called in AGAIN to have this resolved, I get an agent who is obviously eating on the call, mouth full of food crunching and smacking her lips, and blaming the doctor who needs to give refill, BUT doctor sent it yesterday. I confirmed with Doctor, and this happens EVERY 90 Days. The whole system is a joke. It's the government ran Medical care at its absolute WORST!
We hope your issue was resolved. If you still need assistance or if you need anything in the future, please feel free to email ExpressRxHelp@express-scripts.com or reply to this message. We are here for you.-Stephanie
Express Scripts Company Information
- Company Name:
- Express Scripts