Express Scripts Corporate Office

Express Scripts corporate office headquarters location, phone number, address and feedback

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Corporate Office Address:
Express Scripts, Inc.
1 Express Way
St. Louis, MO 63121
United States
Phone: 314-996-0900

Express Scripts Corporate Office Comments

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Oct

Posted by Anonymous

10/28/23 9:16PM

Express scripts charged 2002.01 from my account however I have a 200.00 limit and no charges for any amount over that. So in effect I was robbed and called the 888-289-1405 and asked to have my money put back into my account but the clerk said she couldn't do that. I then asked to speak to a supervisor and explained that I need to have my money put back into my account she said to call Accredo on Monday. The check was in express scripts pharmacy rx . The amount that someone in express scripts was not my responsibility Accredo was informed as to were to send the bill but they have not since May once my insurance co. gets the invoice they'll pay. Please look into this matter asap

Feb

Posted by Steve

2/24/23 8:42AM

Over the past six months the service at Express Scripts has declined. If you are willing to wait on the phone waiting for them to answer, you can still get disconnected when they pick up the phone. Of the last 11 times that I have left my phone number for a callback. None of those times the phone disconnects within seconds of them picking up. It is really sad. The service that is being provided by Express Scripts.
Let me list the excuses provided by the customer service reps when you finally do get through. We are having problems with our phone system . Over six months now the same excuses.... Let's not forget we don't have enough people to work.
Just now I called and they said there was a seven minute wait, so I held on. After 20 minutes, the phone was picked up and disconnected.
My question is very simple. It is pathetic customer service, the new standard??

Feb

Posted by ExpressMyButt

2/22/23 5:07PM

My doctor sent my prescription to Express Scripts on 1/23. Express Scripts proved to be anything but "Express" in filling my script. I finally received notice that they were "filling" my prescription on 1/29 (6 days later), at which point I was forced to opt-in for the pricy upgrade of "2 day shipping" in order to actually receive my necessary medication before my supply ran out completely. I received a shipping notice on 1/30 with tracking info, which indicated the package was not actually passed onto UPS until 1/31, and upon viewing the shipment details, showed no indication of the package being billed as "2nd day delivery" or expedited in any manner, it showed the shipping speed as "ground" (basic/reg. speed). After noticing a lack of tracking updates, I contacted UPS & was informed they must have "lost" my package. I informed UPS this package contained prescription medication which was also classified as a class III controlled substance, and was informed that this was unknown to them as the package was NOT labeled/billed accordingly. Upon contacting Express Scripts to resolve the issue of being entirely out of my necessary medication, and UPS having lost my shipment, I simple wanted to have my prescription transferred to a local pharmacy in order to access this medication which, at this point, I desperately needed, and was told they would NOT allow the prescription to be transferred, nor would they reship the prescription, and effectively accomplished literally NOTHING whatsoever throughout the 3 HOUR 45 MINUTE phone call...a complete waste of time which effectively prevented me from even contacting my doctor's office to request a new prescription be sent to a local pharmacy as it was a Friday afternoon, and by then, beyond business hours (a factor I repeatedly reiterated as an extremely imperative factor in the quick, efficient handling of this matter throughout the phone call). My original shipment eventually showed up on 2/8, a full 8 days since being shipped, and upon opening the package, I found the contents to be entirely destroyed. The medication, vials of liquid suspension, clearly indicate on the vial, accompanying drug manf.info sheet, product box, AND drug facts printout included by Express Scripts, a temperature control standard for this medication (68-77°F). Express Scripts failed to take any measure to maintain the integrity of this medication in packaging, nor was it labeled accordingly to alert the courier of this special handling need. Despite contacting Express Scripts directly, Cigna, and UPS, I have still not been compensated for the epic failure of this delivery. I lodged a complaint with the Better Business Bureau a few weeks ago, and this week received a voicemail from a Michael Crane from Express Scripts Corporate Office wanting to discuss the matter. I returned his called almost immediately, left a voicemail 2 days ago with no response. I attempted to call him again today, left a voicemail, still no response. I made clear should he not respond by the close of the business day, I will be escalating this matter far beyond the BBB to ensure they are not permitted to continue serving customers in such a careless, haphazard, dangerous manner. The FDA takes the gross mishandling of medication by pharmacies VERY seriously especially when such mishandling could result in serious health complications as result. Additionally, the DEA monitor mail order pharmacies to ensure appropriate transportation of controlled substances in order to prevent unauthorized access/use of such drugs. I will NOT be utilizing this seemingly convenient new mail order pharmacy service included with my Cigna Prescription plan ever again. I am beyond appalled that Cigna chooses to put their reputable name on this absolutely deplorable excuse for a pharmacy.

May

Posted by Anonymous

5/31/22 5:39AM

I Will Testify At The Uaw And The Michigan Attorney General Supported By The 100s Of Bad Reviews I Read On Your Corperate Web Site !!!

Feb

Posted by Anonymous

2/10/22 7:09AM

Have issues each time order is placed! No communication if order is back ordered not mailed for any reason! Insulin was to be mailed 2/4 paid for from previous order on 1/22 no communication out of medication that I live on! Supervisor going to expedite order called 2/9 to track order no one can tell me why order not processed! Got supervisor told me due to weather but again no one communicated I paid $34 and no more money til first and the only thing supervisor could tell me I had to use local pharmacy for another $38 dollars for 30 day supply!!! I have had nothing but bad experiences thru you and you demand I order from you and I am treated like dirt! What can I do?

Sep

Posted by D

9/8/20 8:16AM

I paid a bill totalling $50, the company cashed and desposited our check done via on-line banking and 4 months later we are still getting calls asking for the money. We have sent them a copy of the check that they accepted and deposited. They then charged my husband the money and sent him a list of my medications over the past few years, a direct HIPPA violation if I ever saw one. After speaking with 6 different people, most incompetant, I was assured in later calls that they saw the problem and would fix it, a final call told me that our bank had "taken back" the check, our bank DID NOT! We've gone about 2 weeks and I just got another message that we owe the money. May have to look into an attorney to help with this.

Feb

Posted by Anonymous

2/14/20 1:11PM

This is absolutely the MOST INCOMPETENT company on the planet. They were unable to fill a simple cheap prescription. They refused to fill it as written, contacted the doctor asking for a 2nd prescription which they then did not fill correctly as well. The doctor's office called again trying to straighten things out and they STILL did not fill the prescription correctly. They then demanded yet a 3rd prescription!!! The doctor's office had to get involved numerous times and I spent over 5 hours on the phone talking to customer service representatives, patient advocates, pharmacy assistants and pharmacists! The entire lot of them were complete imbeciles. I then called the corporate office in St. Louis and they did nothing! FIND ANOTHER PRESCRIPTION DRUG COMPANY!!

Aug

Posted by BMillerinTexas

8/21/18 7:44PM

WORST customer service ever!
This company could careless about their patients!
It is horrifying knowing this company is responsible for distributing people's medications.
It took these incompetent imbeciles over a month to fill just 1 of 4 prescriptions my doctor order a month ago. Then they charge $3273.54 for an inject bale medication and don't include the needles needed for the pen injectors and blame the doctor for not including an additional prescription for the needles.
Yet, in the 10 times I have had to call Express Scripts 'customer service' department in regards to all the delays and pre authorization need for this medication, they not once mention that needles were not included with the pen injector's.
This company SUCKS!!!!!!!!!!!!!

Mar

Posted by cmeo

3/28/18 12:08PM

I have been forced to use this terrible service by my insurance company. I have read some of the other complaints and see that so many other people have had 1 bad experience after another. 3 days ago I called to cancel a RX, I have confirmation it was canceled, today I received the package in the mail. I called customer service and was told basically nothing can be done once it was shipped, I am stuck with an $80.00 co-pay and my insurance paid this company over $850.00. I was happy using my local RX I never had a problem and my refills were never missed. There has got to be a way to STOP THE MADNESS!!!!!!!!!

Jan

Posted by Jackie

1/7/18 2:19PM

I am so upset with this company. I had nothing but problems on and on again. I understand that the provider has to submit the medication in order for them to process it. But when you call to confirm if it was received and also takes your payment and does not get processed properly is ridiculous. The worse is when you call back to confirm that you still have not received your medication even after they advised you it was going to get process by that day and in fact it was not even processed. Not only was the medication not processed but they do not even have that you made that call or that you even spoke to a manager who confirmed that your prescript was received and the medication was going to be sent out or that you even made any payments on your medication at all. Not only are they looking at the old prescription everytime I call but they keep giving the price on the old prescription instead of looking at the new prescript and the pricing for that. And when I get a manager they always tell me that the prior representative was looking at the wrong thing. And they are sorry. But this a repeat problem with this company. If the representatives are not looking at the notes or seeing what medication you are really looking for how can they give you the wrong information all the time. And on top of it they are rude about it. From $740 to $3.00 is a big difference. And they tell you that you they will not release it until you pay the $740. Even thought they gave you the wrong information.
I can't even place the prescription at the pharmacy because my insurance has it that it has to mandatory go thru this company express scripts. I am so upset about this situation.

Dec

Posted by King Hong

12/8/17 12:53PM

I had to be emergency room hospitalized because of the delays getting my asthma med in February 2017. That cost over $900, Now I tried for 7 days to get a refill and no luck contacting them everyday. They said they needed something from the doctor. That tidbit of information as to what they needed took prying a can of sardines open with my teeth. Next I find finally got that answer was they had the wrong fax number. I gave it to the rep only for her to say she could not change it in the system!!! So I made an online contact form and gave it to them again. No luck no response or following up so I did it on my own and went to the doctors office and said to contact them. Still no luck after 7 days. So I went back to the doctors and he hand wrote me one to get in case this took more days than my supply. Then to add insult to injury I pay $75 for one at the retail pharm. which is 5 TIMES the mail order price. I'm in California and I will contact the state Attorney General's office about these practices and I think the rest of you can too. This is much to important to let slide.

Sep

Posted by Anonymous

9/26/17 6:30PM

Seems absolutely ridiculus that a script for pain was denied and information on how to get it approved was mailed to me 10 days later. Thank you Andrew Behm for being so considerate. Trying to talk to your phone operators told me doctor needs to talk to my insurance company. I was under the impression that Express Scripts handled my medicine for ExxonMobil. She did not know who I should talk to. When I received letter From Mr. Behm is was very obvious he put cost way above my well being. My medicine bills are under $100.00 a year and to be denied with total lack of care is disgusting. All about dollars to a multi-billion dollar business. Little guy pays in dollars and pain. Don't need your medicine I took care of it myself for very few dollars. Thanks for nothing!!!!

Jun

Posted by Very Angry

6/22/17 4:37PM

It has been excruciating trying to deal with Express Scripts. They recently sent me a generic drug without notification. They tell me my physician didn't tell them "no generic" last September when the Rx was written, and when NO GENERIC was available. The company supplying the generic is an Indian company with many written warnings regarding unsatisfactory manufacturing practices, hidden testing labs, and is currently under review by the FDA. When I ask Express Scripts where drugs manufactured, they haven't a clue. All they know is a NJ telephone number. and could care less if the Rx is any good, harmful, or is being produced in the non-compliance manufacturing sites.

Apr

Posted by College Professor

4/25/17 2:33PM

Incompetent reimbursement claims office. Incompetent Member Services team.
This client is enduring 6 months of automated letters asking for the same documentation that has been submitted repeatedly. Endless phone calls. Departments cant speak to each other: ridiculousness & frustrating.
Warning Corporate "Team" ; you got way too big but not big enough to fall.
And I am not stupid....

Apr

Posted by GHB

4/21/17 8:16AM

THIS IS A HORRIBLE COMPANY!!! Run, don't walk, as fast as you can from Express Scripts. They will leave you dying while waiting for a prescription authorization. They don't care about anything except turning a huge profit, and the services provided for companies for which they contract is a joke. This is Enron disguised as a mail order pharmacy.

Apr

Posted by jerjer

4/7/17 5:46AM

My God is all I can say about my experience with Express Scripts. They simply do not care about people. Who are these people? Where did they come from? No matter what negativity is written about them then still continue to deliberately Hurt people. We need to lobby the FDA to close them down. I am a little part of everything I have read here. For two months Express Scripts has been denying me life saving medication.

Apr

Posted by self

4/2/17 1:55PM

On April 3, 2017, had the occasion to speak with one of your agents. Her name was Lejene C. (She was not allowed to give me her last name)but she is located in your billing office in Richmond, Virginia. There was a problem filing my claim for reimbursement of copays as some of the necessary invoices needed were missing. Her assistance to me went well and beyond the help needed. She was very knowledgeable of her field. Her attitude was very professional and there are not enough adjectives to describe her positive courtesy and personality. It is requested that Lejene be recognized for her exemplary service. It would also be appreciated that you notify me in order to insure my comments were acted upon. Thank You

Mar

Posted by dicktaylor

3/27/17 10:33AM

We have now received two, unsolicited phone calls from a 'Pharmacy Technician' wanting to 'discuss' our medications. I questioned their education and training to qualify them to do this. They are not physicians, or nurse practitioners, nor even qualified pharmacists, rather someone with minimal pharmacy training (two year degree?). I see this as a dangerous practice by Express Scripts. As Chair of our town Council on Aging, I know how easily Seniors can become confused and afraid about their medications. They all have physicians and do not need sweet young things telling them about their medications. This is obviously all a ploy by Express Scripts to make sure you remember to keep buying your prescriptions from them---and buying as soon as you can so you have large, paid-for excesses on hand. Just another example of the greed-driven, hell with the patient attitude of Express Scripts. RF Taylor, PhD

Jan

Posted by Nurse 101

1/5/17 2:50PM

As a nurse working in a doctor's office with kidney patients, dealing with express has been a nightmare! Express scripts needs to revamp their medication delivery policies. Leaving medications at the front door of a patient's home is insufficient and costly. When patients don't receive their medications, they end up paying for another 90 or 30 day supply. With opiate use on the rise, leaving medications on someone's door steps without a signature is asinine. Before Express brought out MEDCO we never experienced this many problems! I will be contacting corporate to complain about this issue.

Sep

Posted by IcareAboutHealth

9/23/16 8:04AM

Negative experiences with Express Scripts, never had issues like these with other pharmacy benefit managers. They will only allow a refill every 30 days and only give you a 30 day supply...so what happens 7 months of a year there are 31 days???!!!! Other PBM's allow 90 day supply to be filled at the pharmacy, Express Scripts ONLY allows 90 day supply to be mailed to you, so what happens when your mailbox is one of several that aren't locked/secure sitting on a busy street? Answer: people open your mailbox and steal your meds. What happens to temperature sensitive meds sitting in a mailbox? Answer: they lose their efficacy/potency and become ineffective. When I pointed this out to Express Scripts, their response was "we can ship it to your door" - my question to them: what good does that do when I'm traveling for work and won't be home for several days - it sits on my doorstep. There is no concern for customer's health with Express Scripts - it is all about money in their pocket.

Aug

Posted by JAlegado

8/27/16 11:23AM

I gave a son that has severe autism that relies on medication for his aggressive behavior. I called his doctor to put in a prescription on August 13. I check their website religiously because as a person that is also sick myself, I like to make sure I don't go a day without missing a dose. When I checked their website, it said that it had shipped on August 16. It is now August 25 and still no medication and now my son has just finished his medication. Their website says that it was still shipped on August 16, but if you push the track shipment button it just says no shipment method available at this time. I called to see what was going on with my son's medication and come to find out, it was never shipped at all. They were still filling it and it was set to ship out the following Monday for an expected medication arrival of Sept 4th. I asked why didn't I receive any notifications, and they said I only had an e-mail on file, but I never even got an e-mail notification. I asked them, why does it still say shipped because it then becomes very misleading, and now it an inconvenience for me to find a pharmacy in the evening that carries his medication. It's also difficult to then throw in a trip to a pharmacy where I have to bring my son with severe autism and my little toddler to pick up his medication so that he can take it the following morning so he will not have an aggressive meltdown and hurt someone at school. When I spoke with their Supervisor Rex, he made it seem it was my fault for misreading the website because he said that what I was seeing in front my screen while I was conversing with him over the phone was entirely different than what he was seeing on his screen. But I work in health care, and I am computer literate and I know how to read the express scripts website and I saw no updates after the "shipped" update. Very upset with how this was handled and very upset the fact that there was no sense of urgency in the matter or no sense of regret of what had happened to my son's medication. I had now cancelled his medication with Express Scripts to have it filled at a different facility, to which I was told will take up to 6 hours before I would be able to go to a different pharmacy to be able to request for the transfer to be made. This now makes it impossible for my son to even take his medication for the following day. I ended up calling his behavioral pediatric specialist to put in a new prescription at the military pharmacy for me to pick up.

As a result of my son now missing two days of his medication, the teacher at school has reported an increase of aggressive behavior at school. He has thrown classroom furniture, bit a student, pinch the teacher's aid, numerous times hit his head and pounded and punched windows and walls. This is the reason why I do my part to make sure I call on time to make sure I don't go a single day without missing any dose. If I reached out to my Doctor on August 13th, and checked constantly checked the express scripts online status which showed that it had been processed and shipped, I put my trust that my son's health and well being will be taken care of. I have printed out the statuses of my son's medication which showed me that the last status does say "SHIPPED on August 16." I've been let down and greatly mislead by Express Scripts and treated poorly by their customer service Manager Rex when I was trying to explain the situation. I will no longer be filling my prescriptions nor my son's prescription with Express Scripts since I no longer find them reliable.

Aug

Posted by Margarett Williams

8/23/16 2:54PM

I have never dealt with more incompetent people in my life. As of July 1st my employer informed us that we needed to obtain our prescriptions through Express Scripts. I have been filling my prescriptions at my local CVS, where they not only automatically refill my prescriptions, but they let me know when my prescriptions are ready for pick up. When my refills run out, CVS automatically calls my doctor for me. Amazing customer service. I don't even have to think about my prescriptions.

All that changed in July when I was forced to deal with you. My doctor sent all my prescriptions to you electronically on July 26th. I received a statement from you indicating that it was too early to fill three of them. Two of the three were filled by you on the appropriate dates. For some reason, the third medication (Metformin) never arrived. On the statement you sent, you indicated that I could refill Metformin after July 26th. Check your database and you will see how many times I called to get my Metformin.

The first time I called, I spoke with a person who insisted that I received it and gave me a tracking number. While I did receive a package from you under that tracking number, it was NOT Metformin. It was a different prescription. She said she was sorry, but there was nothing she could do. I explained that I would not be taking up precious time calling her for a drug that I received. She told me she had to go by her tracking number and according to her records, I received my Metformin.

I tried again. The next time I got someone who believed me when I told her that the tracking number was not associated with the Metformin. She realized that if it had been the Metformin, I wouldn't be calling her to ask her how I could get my prescription filled. She checked and told me that she did not have a record of having received a prescription for Metformin. I advised her that you had to have received it because your written statement advised me to call to fill it after July 26th. She called another department but that apparently did not suffice. She was perplexed by it herself. She told me to call back in a couple of weeks to try to get you to fill the prescription for Metformin filled.

I am almost out of Metformin. Since it had been on automatic refill with my wonderful, efficient local CVS, they automatically filled it. Since I am almost out of medication, which you cannot fill for me despite repeated attempts, I am picking it up tonight. If my insurance company later tries to penalize me for not going through Express Scripts, I expect you to pay for it.

So here's my next problem. Since I am supposed to get all my prescriptions through you, how am I going to get my Metformin when my 90-day supply from CVS runs out? Calling doesn't help. I've tried that on numerous occasions.

Also, during my phone call with the lady who insisted I received the Metformin, I asked that all communications with you be via email so documentary evidence. To this day, I continue receiving phone calls. Why? I gave you my email address, which is [email protected] Repeat: [email protected]

During another phone call, I asked if you automatically refill the prescriptions for me - just as my wonderful CVS pharmacy does. I was first told that was not possible and I'd have to call every time I was running low. During another phone conversation with someone else, I was told you would indeed automatically refill the prescriptions for me. Please give me that in writing.

Sincerely,

Margarett M. Williams

Jun

Posted by Hopefully helpful

6/11/16 12:04AM

Regarding "9999: We are sorry, we are unable to complete your transaction at this time. Please try again later." This happened to me while I was browsing incognito or in private browsing. When I went to the standard search engine, I was able to get right in.

May

Posted by Steve

5/30/16 5:04AM

I currently take a medication for asthma called Advair. When I wanted to switch it to home delivery with Express Scripts, I received a message from Express Scripts telling me that my doctor had to approve the change. Where I purchase my medication is my decision, not my doctor's, but an Express Scripts supervisor said it was their protocol. 10 days later, they still have not contacted my doctor. Their customer service is terrible. I take multiple medications and have, over the years, switched them to my local pharmacy. The $8 savings on a $400 RX is not worth having to deal with this company.

May

Posted by Anonymous

5/12/16 6:41AM

They Suck The Refuse To Fill My Perscription Based On Pill Count. Never Call The Customer Service. Line Always Call The Ceo Tim Wentworth Phone Number: (314) 996-0900 I Take 90 Mg Morphine Sulfate For Pain Do To Back Pain From An Ied Explosion In Iraq In 2003. Had Filled At Cvs Never An Issue. Tri-care Said I Have To Have Mail Order Switched And Every 90 Days I Have To Call George Paz( Former Ceo) Because Express Scripts Says Ii Have To Many Pills. When I Tell Them What I Have On Hand And The Doctors Office Gives Same Count Whats The Problem. Then They Drag There Feet They Refuse To Do Local Fill Even For 2 Week Period While Wating For Meds To Ship. Then I Have To Withdraw From My Medication. I Now Understand Why Drug Addicts Lie And Hide Medication. 1 Get Better Care If I Claim I Am An Illegale Alien Under Goverment Care. My Advise Any Problems Just Call The Ceo. Phone Number And Be Relentless Call Evryday.

Apr

Posted by Anonymous

4/28/16 9:20PM

EXPRESS SCRIPTS stinks! I sent in my order for life saving medications on April 3, 2016. The medications still haven't been delivered. After speaking with a supervisor (Matthew - Employee ID E68043), I was told that MAYBE they will be delivered by May 3, 2016. That is not only unacceptable, but your company's tardiness will affect my health. EXPRESS SCRIPTS should be sued for fraud due to your dishonesty and incompetence!

Apr

Posted by Anonymous

4/27/16 11:07AM

To Whom it Concerns-

I wanted to share a recent experience I had with your mail order department in regards to a refill that is needed to assist in staying alive and required daily intake. I ordered my refill on line 4/18 and with no explanation to the delay in processing the refill request; the script did not mail until 4/26 with regular mail as the option. I had spoke with a young lady on 4/22 to inquire where my script was and she advsd she would expedite the script and shipping. I have no meds left, no script on file locally to fill as I always utilize mail order. A supverisor today applied a credit to now offset my cost to refill locally after I have to have doctor call in which was extremely time consuming and resulted in a cost to myself with no fault to me in regards to the delay. I will be addressing this matter with our Corporate Liason as this is totally unacceptable. I feel you will agree that the communication gap should be a focus miving forward.

Sincerely,

Lisa Plummer

Apr

Posted by jamesangelo

4/1/16 6:24AM

I have been trying for 3 months to have a script for Omeprazole DR 40mg filled. I am a RN. I was diagnosed with bleeding ulcer post hemoptysis and a following EGD. I was currently on two previous meds which did not work. I was granted one fill at a local pharmacy but subsequent refills were denied. I have been through 3 cycles of speak with Prior Auth-Get a new RX (I was present when the staff spoke and then emailed the RX to you)- got an email stated RX was in progress- then got an email stating the RX was being mailed- and then an email stating the RX was cancelled. Today I placed a FORMAL COMPLAINT the reference number I was given was 7289092, I spoke with a wonderful woman Angela Wiley, I asked and was given the name of her Supervisor Mary Ricks as I requested. Angela patched me into the Prior Auth (again - 3rd time) and something on my file was removed so I could get the script today at my local Rite Aide Pharmacy. HOWEVER, I have to wait until I have two weeks left of the 30 day supply and HAVE TO RECALL to have the RX changed to mail-order. WHICH WOULD REQUIRE ANOTHER RX AND GOING THROUGH THE PROCESS AGAIN... REALLY!?!?!?!?! SO in turn, I will have to go through this entire scenario a FIFTH time. If anyone is truly reading this I hope that you will rectify the MULTIPLE failures in the process that created this havoc. I am sure that this is not uncommon... perhaps only a few individuals have the time and make the effort to write down their concerns. Since I have taken both the time and effort, would you please perform du diligence and investigate and resolve the system failure which cause such problems. AND BY THE WAY... can you get my RX process fixed so I can get my medication as mail order???? Thank you for your time. Please consider this document a FORMAL COMPLAINT requiring a FORMAL RESPONSE from the Quality Corporate Vice President or CEO. James

Feb

Posted by GI

2/22/16 12:26PM

Today was the eight time I have called in (on this and other medications) because I was to receive a refill when I already had a 90 supply on hand. It appears in this case that when my dosage was increased from once to twice a day it required a new prescription. The representative told me that I am expected to throw the leftover medicine away even though it is still good. It keeps on keeping on, another blatant case of the customer accommodating the system instead of the other way around. Mr. Paz you sure have a lot of negative comments on your site. Ever thought of doing something about it???

Jan

Posted by Anonymous

1/19/16 5:57AM

express scripts holds our health hostage they sent out a medication that's over a $500.00 I refused it and told them to go to hell. The next morning they cancelled my husband medication. I called the company again in the morning and they told me it had already shipped, according to web sight it did not. they should not have filled that script in the first place since I just received a30 day supply a couple of days ago.

this company is a farce and is out for the money

Jan

Posted by express scripts can kiss my butt

1/13/16 9:32AM

It's a amazing your suppose to be a discount company, but I can get my medicine at Wal-Mart cheaper than you sell it to me. My checking account just got ripped of 581.00 for Nexium which is over the counter. This isn't even name brand, and it is at Wal-Mart. There should a limit to how much you will just take out of someones account without even calling. You are nothing a but a swindling company. From now on I will pay full price on all my meds at a normal pharmacy. At least I can say "NO" i don't want the product. Its too expensive.

Dec

Posted by Lyochef

12/23/15 8:35AM

This has to be the most incompetent company I have ever dealt with. Everything from customer service through refills is a nightmare. Currently I had my doctor email a subscription to the company pharmacy. At the same time I did an electronic transfer to Express Scripts to cover the payment. My bank, which is HSBC shows a transfer taking place on November 23, 2015. To date (December 23, 2015) the idiots still can't find my money. I have faxed to their accounting department the bank statement with the date of the transfer showing (November 23, 2015) and I still have not received my prescription.

For some of my orders the company can never get the subscriptions right. They are always calling the doctor to get the damn order correct. Then they call me. Then I call the doctor office again. The doctor's nurse constantly complain about this company. They state the doctor always sends these people the correct information. The type of "prescription requires" the doctor to do so. Yet there are always back and forth delays with multiple phone calls for the order to be completed. On average it takes 3 1/2 weeks to receive confirm and have the order shipped out.

If I could I would get rid of this company in a nano second and I am doing my best convince my employers that we can do better than this!

Dec

Posted by Daily Meds

12/17/15 10:35AM

Since January 2015 I have been taking a medication on a daily basis. Every so often I would check their web site to see if is covered, only to find out it was not covered under my plan. In November I checked and it was now covered. I made a few calls to express scripts and was told it had been covered since the first of the year! Yet for 10 months their web site said differently. Going by their web site I told the pharmacy not to bother to run it through costing me $230 or so per month.

I wrote a letter to their president/ceo and have been working with Melanie in their presidential escalation department. I sent her the receipts and she told me a refund would be on the way. I am seeking the difference between what I paid and my copay.

Still waiting for the refund, checked my account with them and they are being denied as I should have gone mail order. She was supposed to fix it. I leave messages for her, no response. My next letter goes to the FDA.

Nov

Posted by dragonlady40

11/12/15 8:54AM

I have been fighting a billing problem with Express scripts since June. The bank sent them proof that they paid a bill on 5/4. The amount was for 32.00. Another payment for 32.00 was paid on 8/11. There have also been payments of 16.00 that they have credited me with. I was told in September that I would have to send co[pies of my bank states to an address in Fairfield, Ohio I did this and sent it certified. They received this on9/11. On 10/15 they told me that I had failed to send this even though I had the receipt in front of me. I ask for their complaint department. On 10/16 I sent a detailed 4 page letter to their complaint department. I even included my email address, To this date I have heard nothing from them. They couldn't even send me an email telling me to go to hell. Even that would be an acknowledgement. The first of the week I received an email telling me that my account had been suspended. I called the place that received the statements and they were still telling me that they had not received them. I demanded to speak to someone else and unknown to me they transferred my call to Florida. The lady there did finally ad mit that they had received the packet of statements but all they could find were the 16 and 13 dollar payments that I have been making. I ask her to open the packet and look again as I had drawn a line out to the side of each payment. That is when she informed me that she was in Florida. The phone call I made was to Ohio and if I get billed for one to Florida that will just add fuel to the fire. They act like, just because you are old, they can do anything they want and you will buy into their B.S. I told them my next phone call would be to my attorney. He suggested that I send the two relevant statements one more time and if this does not resolve the issue that we would be suing them for harassment and ask for punitive damages. I hope this resolves this matter. If it dows not I am thouroughly prepared to go to the next level. I may even c0ntact the media and see how Express Scripts likes all of the negative exposure that they get. I wish Tricare would find some other mail order company to go through. But then, Getting through to Tricare is a farce.

Sep

Posted by CSCASI

9/28/15 3:31PM

I use Express Scripts to process my secondary claims to TRICARE for my prescription drugs. I get my prescriptions at my local pharmacy and I pay the Co-pays (the amount my primary insurance does not cover. Then, I take the receipts and attach them to a completed claim form and mail it to Express Scripts for processing (it has the current contract with TRICARE). The issue is, that several times a year Express Scripts manages to lose one or more of the receipts attached to the claim forms or it will claim it never received the claim and I wind up having to resubmit all the receipts. It's obvious that the claims processing department needs some better supervision and/or training. One cannot speak with anyone in the claims processing department. All you can do is call the 1-877 number and speak to someone who is a Express Scripts representative but who can only speak to very basic issues and cannot help with claims issues.
Two and a half weeks ago, I sent in a claim form with two prescription receipts. Saturday, I got the Explanation of Payment form w/check back for one prescription. I called and was told there was no record of the second prescription receipt which had a co-pay of $500. I resubmitted Saturday and today I get a letter from Express Scripts with a copy of both receipts (meaning it did receive them both) but trying to claim I need to send in an electronically generated receipt, which includes the fill completion of the attached partially filled prescription, as it is required for processing. It was a 90 day prescription fill for Restasis. It was not a partial fill but a complete fill. I called again. Oh, you need to go to your pharmacy and have it print another receipt and mail it in because they must not have gotten the receipt. I must be stupid, but I asked how is it that they did not get the receipt in question but was able to photo copy both original receipts and mail it back to me with the letter? Duhh.
So, you are right, Express Scripts does have issues and there is no one in authority you can speak with to get issues Express Scripts caused, resolved. I guess I now need to write to TRICARE And complain and also write my Senator and see if a Congressional will get Express Scripts to fix some of its problems, along with all the ones you all who have posted, expressed.

Sep

Posted by victim

9/20/15 5:43AM

Express Scripts must be bribing groups to use their services. They pretend to tell people how to "appeal" decisions. I've put in at least 8 hours of writing and phone time. With the same results. Zip. It is all an act. I needed an expensive pain patch. But, "no discs, wrecked hips (since replaced) and wrecked knees are not serious enough.
Also, I don't want to buy medications from someone I don't know. I have a pharmacy.
They want us to go to their mail order to buy.

Jul

Posted by None

7/23/15 12:42PM

You guys are correct. Express-scripts has to be the worst customer service outfit around. They have me in between themselves and Abbott Labs trying to resolve their internal issues. Customer service has disconnected twice in the last 24 hours after I returned their call. I still have one recorded message on my machine. That is the thanks one gets for 33 years of service to one's country.

Jun

Posted by Left with nothing

6/2/15 10:47AM

Worst company ever. Stole $300 out of my checking account because one of your ignorant reps put me on an auto-pay which I told them I did NOT want but they did anyways and they withdrew money out of my account and left me with nothing. They were supposed to refund it back to me and never did. Thieves.

May

Posted by NSL

5/21/15 2:55PM

Sounds like everyone has to the same complaint. They just transfer you around until you give up. I just spoke with billing and the women basically told me she was just and underling and couldn't help me and won't give me someone who can. In 4 different attempts to use their specialty prescription area no one has ever been able to help me or even give me a price on the medication.

May

Posted by vacation bunny

5/12/15 3:06PM

Absolutely horrible service! Waiting over a week for them to send out my insulin, after calling & complaining the shipping date kept getting delayed. Was informed today that it was shipped yesterday & I'll get it tomorrow. Only problem is that its suppose to be 1 day shipping for insulin(must be Refrig). Having been ordering this med. 4x a year for about 3 years, always a problem!! Never had a problem with CAREMARK! State plan changed, get what you pay for!

May

Posted by ATBMCB

5/9/15 1:55PM

Incompetent, lazy and just plain stupid! Prescriptions called in electronically by Doctor on 4/23/2015. Maintenance drugs for type II diabetes. Same items for years. Today is 5/9/2015 and no meds as yet. Received phone call confirming receipt of scripts and another promising shipment in 3-5 days. They just didn't say what century. Sorry customer service department. Refuse to give names, pass call on to supervisors who are no better than the reps. Same issues with wife's medications. Plan to file complaint with my corporate benefits department. I can see the end of Express Scripts for our corporation of over 20,000 in the near future.

Mar

Posted by Born to Lose

3/22/15 6:37AM

Starting in 2003 with my new HMO Health Plan I have been using the mail order service for ordering my annual supply of three medications at 90 day intervals. Everything has been fine until three weeks ago.At that time my cardiologist submitted three prescription forms authorizing Express Scripts to send me my prescriptios upon my request. Two days later I called Express Scripts to order my 90 day supply and was told by a customer representative that only one prescription could be filled because the Doctor did not sign and date the other two forms.This was on a Friday so the following Monday morning I drove to the hospital and was able to intervene him between appointments and he said that that was not necessary do to their electronic medical software system but he would have his medical assistant follow up with a phone call. Later that day the medical assistant called me and said that everything was okay and to order the other two prescriptions.That same day I received one prescription by mail so all I needed now were the remaining two. Two day's later I received a letter from Express Scripts stating that they could not send me the two remaining prescriptios because I had two different addresses. This was rediculous. I have been lining at my current address for 13 years and I just received my first prescription several days earlier.Also since I have rheumatoid arthritis in my hans and fingers I told Express Scripts not to put "child proof caps" on the bottles. The first bottle receivedhad child proof caps.In the past, I always received my three prescriptions together in the same size bottles without childproof caps. Now I have finally received my other prescriptions but they are all different size bottles with child proof caps. I called Express Scripts so they sent me three non-child proof caps but they don't fit the bottles.So now I have my three prescriptions but can't open the bottles . This is not a joke folks . They should make a movie out of this one.It couldn't have been scripted any better. Luckily I have a neighbor who opened the caps and I put all my prescriptions in my old bottles which luckily saved.Yesterday which was Saturday,03/21/2015 I received another letter from Express Scripts signed by the Director of Operations stating that they could not send me my remaining prescriptios because of conflicting addresses. I have called my Medical Insurance Provider and am filing a complaint against Express Scripts.

Mar

Posted by Pris

3/19/15 5:59PM

I have not had problems with Express Scripts until now. I am a type 2 diabetic and my doctor gave me 2 prescriptions for a particular medication. The first month I was to take a low dose of meds and if it did not make me sick, the medicine was to be increased. Everything was fine until I tried to have the second prescription filled fora month for a larger dose of medicine. Express has given me a run around since 3/5/15 and I get a different story every time I talk to express scripts. The medicine is on their approved list but yet they refuse to allow the prescription to be filled. I would encourage any company to think twice before using Express Scripts.

Mar

Posted by Gayle

3/19/15 7:05AM

If I had a choice, i would NEVER do business with them. My father has two accounts - the result of them buying our MedCo. Even though the doctor uses THEIR form with his correct account number on it, they repeatedly put through his medications on the wrong account. This means delays (of up to one month at times), overcharges, etc. Every time their customer service people tell you how worry they are, but they can't fix anything until 4-6 calls. Right now I am having to pay $50 per day over the counter for medication my father needs because I've been trying to get a prescription filled since March 3. he still doesn't have it. It is issue after issue; delay after delay. Getting supervisors involved does not help either. They are just as uninformed. I feel sorry for the customer service people who work there as it must be an impossible job.

Feb

Posted by BBB

2/16/15 5:45PM

Talking to express scripts costumer service is a nightmare that you never want to experience again but, unfortunately for me , it is a repeating continuous nightmares every time (which is most of the time) I have a problem with my medications (10-12 meds/day).

Costumer service never documents anything in their computer so, when your call to follow with a problem, which majority of the time, is not resolve with the initial phone call nor the 2nd and 3rd phone calls, you have to repeat from the start again and this continuous on and on.

Costumer service representative and supervisors are rude, majority of the time supervisors has already has a negative pre conceived notion (Prejudiced)towards the costumer when they get to a phone. Most recent incidents:
1. Michelle 1/31/2014
2. 2/16/2014 5pm Alicia service rep. Nicole supervisor.

express scripts claims they are taping the conversations for monitoring purposes. seriously? for what?
Spoke to Alicia TODAY,cannot help me so she transferred me to Nicole who at first is not comprehending my explanations but refuses to admit it. Never got my 2 meducations that the post office supposedly delivered but I never received it, so she can reorder meds as " lost by customer/patient and I have to repay for them $80. I'm RETIRED I CANNOT AFFORD IT. Nicole states" I understand how you feel but we cannot do anything". I've heard this hundred times from all of them.

Due to confidentiality, I cannot write in this post the entirety of the situation.
I have really an urgent and seriously humongous problem about few of my medications today February 16,2014, I realy need to speak from the corporate office. PLS somebody email me asap!!!!!!!!

Jan

Posted by Anonymous

1/19/15 2:13AM

my husband has alzheimers disease so i am his care giver and order his prescriptions. i have nothing but trouble every time. this time is the worse he has been out of medication going into his second week. i have called and talked to people at express , supervisors and managers last week alone i was on the phone either talking or on hold with them for 28 hours 7 days straight, he's still out of meds. all i get from everyone is it was mailed on the 12th it will be there and when i tell them he's out and has been out no one cares its like we are nothing but dog poop on the bottom of there shoe and all they want is to scrap me off and get off the phone. but i won't, what you are doing is against the law and i will follow through on this, not a threat just the facts !!! it is abominable what you are doing . they received all new scripts for the new year via fax on jan 2nd an its jan 19th and one is in never never land one came on sat ( he was out of that for over a week also ) all the rest came in the usual 7 days and here we are 18 days out and nothing, and no one will assist me even though i have talked to at the least 30 different people at express. the corp office must know about this if they even care but i have no idea if they do since every one i spoke to didn't care .

Jan

Posted by Anonymous

1/12/15 3:33PM

Getting 9999: We are sorry, we are unable to complete your transaction at this time. Please try again later.
I can't wait for later for meds. Are you now part of ObamaCare???

Jan

Posted by Jackie

1/4/15 12:54PM

even with multiple follow-up efforts on my part, through your company's error, I am now without my meds. As a shareholder I plan on making this incident widely known - be on the lookout for more press on this. Your company's lack of professionalism and accountability is appalling

Dec

Posted by Anonymous

12/22/14 5:16PM

Someone should wake up George Paz and have him read all these complaints and see if this a smooth run company. From what I've read I don't think so. Wake up!!!!!!!!

Dec

Posted by mcp

12/21/14 4:35PM

Worst customer service ever!!!!! I ordered refills of 7 maintenance drugs on November 25th, 2014. I am still waiting to receive them! The most recent automated message I received said I might receive them on Dec.24th--but previous messages have promised all kinds of other dates and times!! I have spoken to innumerable representatives and I have received at least 8 automated messages telling me of delays. These are typical medications--nothing unusual. I have heard every possible excuse. Every conversation with a representative begins and ends with a statement about caring about excellent customer care. I would love it if they just cared a little bit--but they don't seem to care at all!

Dec

Posted by Anonymous

12/21/14 12:31PM

This company has the worst customer service and computer system. Ordered refills in early Dec. must have called cs 12 times excuse after excuse I know I will not receive my refills before I run out. Tell George Paz he is doing a bad job.

Dec

Posted by A S

12/19/14 2:35PM

Since I am under 26, I am allowed to be on my parent's healthcare. My problems with Express Scripts arises from their inability to have a functioning database. My parent and I were on the same healthcare account and thus we were on the same Express Scripts account. On their forms Express Scripts allows you to enter separate contact information (phone, address, e-mail, etc) for 2 separate patients on one account. My parent was patient 1, and I was patient 2.

Like many 18-26 year olds, I went out of state for college and lived my life in a separate part of the country. Express Scripts seemed to find this far too mind boggling to understand. How can 2 separate, but related, people live separate lives in different areas with different health needs?!

REPEATEDLY I would get calls and letters addressed to my parent, about their CONFIDENTIAL prescription information, and my parent would repeatedly get similar contact about MY confidential prescriptions. Sometimes the robocalls would go in infinite loops where it called the wrong person, and if we said we were not the patient they were looking for, they would call back. We would have to lie and say we were the correct patient just to talk to someone to say that Express Scripts had it wrong AGAIN.

We both called and e-mailed complaints about this every few months. Each time Express Scripts would say they "corrected the contact information" or say that "they had the correct contact information already entered." Clearly, they did not, as we kept getting the wrong letters and calls. Sometimes it would work for more than just 2-4 months, but then I would have the audacity to move. How dare I, an adult human, in a free country, change address and let Express Scripts know about it?!

Eventually the inevitable happened, Express Scripts started sending the wrong medication to the wrong patient a couple times a year. I got my parent's (life threatening) medicine, and they got mine. This, of course, could get Express Scripts SUED for breaking pharmacy-patient confidentiality rules. It is a SERIOUS BREACH of medical ethics. This is not mentioning that lots of prescription drugs are abused and sold on the black market. If I was an addict or an abuser, and the wrong prescription sent to me I could do some very illegal things with it.
Most of the time we would have to use OUR OWN MONEY to (sometimes rush) deliver the medication to each other. One time Express Scripts sent me packaging so that I could send my parent's medication back to Express Scripts, so that it could be destroyed, and they would pay for the shipping. How selfless of Express Scripts! Of course, to get this packaging my parent and I had to jump through hoops on the phone and e-mail. They asked me to open the package to confirm what medication it was. Each time I had to remind them that could get them sued for breaking pharmacy-patient confidentiality, then they would backtrack and agree with me. When they FINALLY sent me the packaging the paperwork was not addressed to me (once again, it was addressed to the wrong person) asked me to confirm what medication it was (once again, would be breaking confidentiality.)

One would think that with 2 patients on the account Express Scripts would send the correct medication, phone call, or letter to the correct person approximately 50% of the time. They never once reached that level of competence, it was always 66%-75% wrong. If they had decided who to contact using the flip of a coin, they would have had a better success rate.

Express Scripts' astounding levels of ineptitude and hideous customer service is going to get them sued someday, and given the nature of their work, will kill someone someday.

Dec

Posted by bcw

12/14/14 7:27AM

I tried to use your service for the first time (since you sent a letter to me at my current address telling me it was cheaper and more convenient). Yet, 3 customer service phones calls later, each averaging near an hour of my time, my prescription was mailed to the wrong address - my former one. I had been assured on 2 different prior phone calls on the dates of 11/19 AND 12/3 that my address had been changed in the system. I mean the letters talking highly about your service have been sent to the correct address twice. The CSRs on the calls continually apologized but yet my shipment out on 12/4 was sent to the WRONG address even though I was adamantly assured between apologies on the 2 different calls it was changed - one these calls occurred less than 24 hours prior. Yet, when I don't have my prescription and call to check on it since I need it (as I was told it was being shipped on 12/8 when I spoke with some one on 12/3 to make sure my address was correct even though it supposedly was fixed on 11/19) I still am as frustrated as my first phone call! Thinking about how I have gone above and beyond to MAKE sure the correct information is in YOUR SYSTEM so I can use it - I still have no prescription. AND now some one in an apartment somewhere has my information and medication which is all your fault. This is convenient? Definitely not to me! I tried to use your website to file this complaint but low and behold there is no where to do such a thing. Things that make you go hmmmm....

Dec

Posted by Brittney

12/5/14 12:48PM

Terrible!!! My husband is a kidney transplant patient and I submitted an order for two antirejection medications on 11/11/14, have called numerous times assured it would be sent rush shipping, well its 12/5/14 and still haven't received medication.

Nov

Posted by Theresa - Jacksonville FL

11/26/14 11:51AM

WORST COMPANY EVER!!!!I hate that my insurance company will not allow you to get your medications from the local pharmacy; because dealing with express-scripts to get your medications will cause someone their life. I will be writing the corporate office at One Express Way St Louis, MO 63121 attn: George Paz; to voice ALL the problems I have been having with this company.

NOTE - still waiting on my order placed on 11/14/14 and today is 11/26/14 still have not received (but yet they have charged my credit card) and they was suppose to have called in a temporay refill to my local pharmacy on 11/21/14 express-scripts still have not done that!!! It is sooooooo sad that I do not want to call their customer service office anymore; because I know I want get SERVICE!!!!

Nov

Posted by heather0729

11/25/14 4:38PM

I am absolutely disgusted with your company. I Have been calling weekly for the last 9 weeks to have a problem fixed that your company cause. You have not been apply my mail order scripts to my out of pocket max. I am now paying for prescriptions that should be 100% paid for. Every time I call your customers service reps have no idea how to do there job. I have yet to receive a resolution to this problem. I have decided to call everyday at least twice a day until you fix this problem and pay me the money you now owe me.

Nov

Posted by Madashell

11/21/14 11:56AM

This has been the worse customer service ever. I have been lied to on several occasions, given the run around and sent to every department except the one I needed. Express scripts seems to care more about money than their clients and patients. I expect better service from you. I will be lodging a formal complaint against you.

Oct

Posted by PharmacyHater

10/31/14 5:56AM

I am taking sulphazalazine DR and I will be on this drug for the rest of my life. Express Scripts can't fill the prescription and WILL NOT authorize the entire prescription of 90 days. They'll only let me get 30 days at a time. The situation is ludicrous. Express Scripts can sell me 90 but no one else can. Its obvious to me that they don't really give a rat about medical professionalism.

Oct

Posted by Majorly disappointed

10/30/14 9:13AM

Please reevaluate company policy. Something has to change to accommodate the people in my situation, I can't be the only one. I'm separated from my husband and currently under his insurance until such a time that I have my own. There have been so many snafus, I can't even begin to explain. He has gotten my credit card # when it was supposed to have NOT been kept on file. He's made it where I can no longer get my mail order medicine because of his back nonpayment of his own scripts. I've lost count of how many supervisors I have spoken to and the last time I called it ended with me in tears. Seems it's impossible for me to be responsible for only my scripts, it's past time for me to reorder but I'm told if I place my order with my credit card that that amount will go towards my ex's balance owed. The same if I send in a check. Now my absolute final option is to revert back to my local pharmacy & go month to month and end up paying almost four or five times more for my medicine. I don't know how I'm supposed to be able to afford this. Two years ago I was with Express Scripts for my first time & dropped you like a hot potato shortly after for reasons I won't go into now because this note would be never ending. Over the summer I got a call asking me to return & that "changes have been made to improve our service & your experience". When I called, the service rep assured me that everything would be done in order for me to receive my medication under my current situation hassle & worry free. For three months I have never been through such a run around with a company before. My last conversation with a supervisor ended as follows "don't ever contact me again asking me to come back". I know your company could care less about my current standing with you and rest assured the feeling is mutual. The only thing is, it's going to hurt me more than it hurts you because I'm getting hit in the pocketbook.

Oct

Posted by Barbara

10/27/14 8:12AM

My patience is at an end! This is a drug company that actually MAKES a patient sick! I have been waiting on my med (vagifem 10mcg) for TWO months! I have been getting this med for years, with no problem. Now, with a new script, there has been so much mismanagement of this script, with multiple calls from me and to the doctor's office, and they can't get it straight! They loose communication notes, and they keep saying then need to talk to the doctor, though they have spoken at least on 3 occasions that I'M aware of. I don't know if it's a customer rep or the pharmacist, or both, who keep asking for different information from different sources, yet when that info is given, nothing happens. No exaggeration, 2 MONTHS. I got a call from Ashley within the last 2 weeks, but she has since not returned my call. Please resolve this for me - my blood pressure is through the roof because of express scripts! I'm counting on this communication to finally get me medication.

Thank you.

Oct

Posted by Anonymous

10/1/14 11:39PM

You must already know that your service to your customers is terrible, what if a person dies from your failure to deliver their RX in a timely manor. Do you really care? I guess as long as your company is making BIG money, you don' really care.
BUT REMEMBER, it is the customers that bring you the billions of dollars and just like you rose you can fall.

Sep

Posted by Anonymous

9/6/14 9:01AM

Why does it take over two weeks sometimes even more to get a prescription filled by express scripts I have been waiting over two weeks for a prescription of metformin, this is not an isolated case I have had problems with you people since you took over Medco Merc, they were a lot more efficient than express scripts. Your customer service people need to be more educated on the subject tha to just say sorry for the inconvenience this has caused. The one and only reason I use express script is my Insurance provider requires me to use express scripts mail order if I had a choice of my own express scripts would be my very last choice for medications a patient could die waiting for you people to get medication them I just thank God I am not in a life or death situation depending on your organization for life depending medication

Sep

Posted by It works to call their escalatio

9/2/14 1:24PM

Dear frustrated consumers with Express Scripts mail order customer service e-mail replies or if you have spoken with Member Services and your issue is not resolved. As the comment on 7/17/14 said: Contact CEO George Paz (peace) at 1-800-871-4663 which is their Presidential Escalations phone number if your issue has not been resolved. The corporate address is One Express Way St. Louis, Mo. 63121. I left a voice mail and was called back within a few hours by a caring individual with resolution of my medication not being delivered to the correct address. The tone was sincere, positive and pro-active. I suggest to first utilize the usual process advised by your Company and if still not resolved to then call this escalations phone number to leave a polite message for a call back to discuss. You may not get the result that satisfies you but you will get a caring individual on the phone who does not throw you scripted replies and who actually listens to your issue to try to resolve.

Aug

Posted by KVL

8/28/14 10:58AM

The worst company to deal with. All my prescriptions on automatic renewal. I did not receive one and called the company to find out when they sent it out. The representative said it eas not shipped ot. It was not on automatic renewal. Completely untrue.

Jul

Posted by PNK

7/29/14 12:29PM

I agree with the other contributors. Express Scripts has been a horrible company to work with for years. Now they have the audacity to stop coverage on a chronic pain med prescribed by my physician as an alternative to taking scripts combined with acetaminophen or ibuprofen thus increasing all pain patients chances of developing liver disorders or stomach ulcers, among a host of other awful side effects. I have written a letter with little hope they will reverse their corporate decision.

Jul

Posted by Marstie

7/28/14 4:37PM

Hard to believe!!! Express Scripts has replaced Evista with a generic brand that actually costs $110 more than THE NON-GENERIC.
Two months ago a generic version of Evista came on the market. Express script without notification substituted the generic for the non-gneric raising the price from $160 to $277.
Express Scripts states that they have the right to substitute the generic because the original prescription did not say DAW. When the prescription was writtn there was no generic so there was no reason for the doctor to write DAW.
There is no one to talk to other than "customer service" which says there is nothing they can do. The other answer was that the generic will go down in price in the future! That does not help now.
How do you justify a generic that costs more than the non generic.
I thought using Express scripts was supposed to save you money not cost more.
They refuse to take the medicine back.

Jul

Posted by Ms Bravo

7/28/14 10:55AM

Horrible horrible company. Customer service robots leave you wanting to scream. They put you on hold, transfer you, and keep you on the phone almost an hour and nobody knows a thing. They could turn Mary Poppins into a raging lunatic! Try to fix aN error, like them charging my credit card without my permission, and it's impossible. How can it be so difficult when I did not give them permission to charge my credit card? How can it be so difficult to understand that simple thing? I don't get it. What part of "You did not have my permission to charge my credit card" is not understandable. Are these people all brain dead or is this how they are programmed so people will just hang up and forget it. And it's not like it's a lot of money. They steal from the elderly and should have criminal charges against them. They are thieves and liars. They steal from the elderly and, if they can't fix it, should be shut down.
Next letter is to the Attorney General, After I leave ANOTHER voice mail to the simpleton "supervisor" who was supposed to call me back last week. I will leave 10+ messages a day if I have to.

Jul

Posted by kathy

7/28/14 1:27AM

Horrible the worst company to deal with. No one can ever help.
Had problems in Jan 2014 getting perscriptions, I am a diabetic I use 4 syringes dailey they changed it to 2 syringes dailey I had my Dr write new perscription they changed it again.I sent in 7 scripts at the same time got an email they were being processed waited a week never received my meds, called they said the pharmacy didn't seperate them they were on the other phone had them seperated and the one med i needed the most would be shipped express next day still waiting its been a week. I called them again they changed the ship date to around July 30th well past my 90 day supply, so now they are telling me to get another script and go to my own pharmacy again I already paid them.I am out of some of my insulin and they dont give a crap.

Jul

Posted by ANNOYED FROM HERE TO INFINITY &

7/24/14 4:36PM

THE WORST. TERRIBLE, TERRIBLE, TERRIBLE. I have been waiting 6 weeks to get diabetic test strips even though I have a letter of authorization from Express Scripts authorizing coverage. Nobody has any authority to actually mail me my prescription - not even the corporate office. Of course, the President, Tim Wentworth, isn't available to take a phone call and the person I was forwarded to (Alicia) didn't help at all. OBVIOUSLY ALL THE BAD COMMENTS ON THE SITE DON'T MATTER because we're stuck with using the company due to insurance coverage. WISH I COULD DO AS PISS POOR A JOB AS THESE MORONS AND STILL GET PAID AND NOT GET FIRED - obviously, if you want to sit on your fat ass all day and do nothing you should get a job at Express Scripts. By the way, maybe someone should tell these morons what "Express" means.

Jul

Posted by dyingbecauseofcorpgreed58

7/17/14 6:15PM

This is trully one of the worse firms to work for and have pharmacy service with. My costs of perscriptions went up from less than $100 to over $300 per month in just 2 years. They do not give you the right to get the 90 day supply directly from your local pharamacy.I am on 12 perscripitions and on SSDI disability. I have health conditions from arthritis to heart disease. I can no longer get or afford any Rx's I need. When I complained, Express Scripts removed me from their client list even though they are my plans RX firm.

I know of over 12,000 retired Texas teachers who no longer have Rx coverage due to Express Scripts. They want those who are not profitable customers to go without medicine and die. In other words, they are committing murder for profit.

Contact CEO George Paz (peace) at 1-800-871-4663 if you are in the same boat. The corporate address in One Express Way St. Louis, Mo. 63121

Jul

Posted by mamac

7/13/14 8:09AM

I have been trying to get a script for weeks and after I spoke to managed care and obtained an auth for my bp meds and verified with customer care it was received and would be shipped, only to find out there was another drug that will be sent. This is not the drug the auth was for and my bp med does not have a generic substitute. I was on the phone for 40 minutes with 4 different reps only to be told to call on Monday that there was no one there that could help. this is a real piss poor way to run a business.

Jun

Posted by rainbowdee

6/9/14 11:48AM

Express script, Cura script and Accredo are HORRIBLE, inefficient, unprofessional, union of irresponsible employees that don't do their jobs and the WORST "Customer service
They violate privacy laws, pretend they call clients,blame doctor office and client \
they cause me to miss doctor appointment because they can't manage to send out my medication on time even after speaking to "supervisor" a WEEK before meds had to arrive
the new name for their organization should be "USELESS EXCUSE script"

Jun

Posted by pissed

6/4/14 8:57AM

THEY SUCK!!! That would be my very professional opinion reguarding thier service. To bad there is not a darn thing we can do about it, and they know it.

Jun

Posted by norrisbrook

6/3/14 11:22AM

Add all of the complaining together on this site and it will not equal the pathetic ordeal I have been going through for 7 years. YES SEVEN YEARS. Is there no one in the company who cares. I am leaving my e-mail address at the end of this COMPLAINT to see if there is one person in a high position that cares enough to e-mail me back and explain the reason I still have a problem after SEVEN years. I spend at least 6-8 thousand dollars a year for prescriptions. If it sounds like I am upset, you are wrong it is MUCH WORSE than that.

I will b e waiting for a e-mail. (probably forever).

Jun

Posted by Unhappy

6/3/14 9:57AM

Express Scripts is ok, it's their "Speciality pharmacy" Accredo that is horrible ! RUDE customer service people,
They lie all the time. Never do what they say they will do. Will not ship meds on time - if ever. Been fighting they every 3 months for over 2 years without success.
HORRIBLE just HORRIBLE. Next step is to contact OPM and let then know.

Apr

Posted by Anonymous

4/16/14 8:07AM

The answer to their impenetrable and arrogant customer service maze is simple: patients are not their customers,
insurance companies are. Insurance companies benefit from saying no and slowing everything down. They use Express Scripts as a protective layer of bureaucracy to put you even more transfers away from a decision maker.

Apr

Posted by Nick Eytcheson

4/14/14 3:16PM

Ok!! Enough is enough, I just went thru the most exasperating experience I have ever gone thru over my blood pressure medication. They screwed it up and they can't fix it without 48 - 72 hours for the system to work maybe?? Are there any breathing humans tracking this company??? Our tax dollars are making them succeed while they fail to meet any acceptable customer service standards. I spent a career in retail management after my military career and blind folded I could see these people have no idea what the term means! Would you like to become the next corporate genius? go to work for Express Scripts, you are assured immeasurable improvements and dramatic financial stardom.

Apr

Posted by Anonymous

4/11/14 4:18PM

My Experience with Express Scripts is horrible.This company need help. They have to listen to the patients, no communication and very disorganized Being on phone with them and put you on hold for 30 -40 to speak to Supervisor is really a waste of time. They did not care and I was the one who was calling back in fort between my doctor. They won't initiate to call your doctor office, almost I did their job.Speaking to Supervisor either is useless they tell you same thing. I did not get help I have to really push my self. I'm really unhappy & frustrated I have to call
Corporate office.The system is really bad, lack of information, customer service,poor communication, lastly they seem don't care!!!!!!!

Mar

Posted by A very frustrated "Member!"

3/31/14 9:54AM

I am happy just to see that it is not just me that is "over" Express Scripts. I have to make 10-15- phones calls to get a prescription filled if anything is done. The reps have no clue, and I feel bad for them because what they have to work with is NOTHING!!! I get so many excuses and the supervisors are no better. They make promises that they can't keep. Who is the Top Person? None of the reps know, or won't say. Is Ms. Player still the CEO or is this a fictional name they throw out? They also like to put the problems on my doctor. Not true. My doctor's office hates dealing with Ex Press Scripts as much as I do! I will stop for now, because all I have are negative comments, and I realize after seeing this site I am not alone.

Mar

Posted by Fed-up

3/25/14 12:35PM

This company is the worst mess of bureaucracy in the country. They have no regard for the client at all. Their
only concern is to keep the patient/client in limbo and deny any logical process to occur. After being on "hold",
i.e. "ignore" for more than 18 hours, over a 6 week period,
I still don't have my medication. Their rationale is:
We can't send you the medication because it must be paid in advance, however, we can't billed the insurance company until it has been sent in the mail. This is stupidity at it's highest level.

Mar

Posted by Ken

3/22/14 7:42PM

For the past 10 days my wife has been recovering from a drug reaction caused by a generic medication that Express Scripts randomly changed. Why?!? because they can. There are no motivations to benefit the customer what so ever. There was no advance notice, no communication. The generic just shows up at the house.

My wife took two doses (two pills) and ended up with a rash and hives over her whole body. Lesions in her mouth and throat. She has not been able to eat for the past 5 days because her mouth is too sore.

The effort by Express Scripts to save themselves a couple of dollars has cost us three trips to the doctor, multiple prescriptions to soothe my wifes discomfort and...additional costs to United Healthcare. What was really accomplished here? They have added costs not to themselves, but to the customer. They have total disregard to the results of randomly substituting medications at whim. They hide behind a massive bureaucratic cloak of zero responsibility. And ultimately they have really pissed me off. The pain, suffering and discomfort that my wife has had to endure is inexcusable. This is what's wrong with the healthcare policies within this country.

Mar

Posted by Safetyman1

3/14/14 3:33PM

After Spending more than an hour trying to order scripts through the website and then dealing with four different levels of representatives on the telephone, who were unable to help me sign on, I am sending an invoice for my time to: Mr. Pat McName at the corporate office address which is:

I suggest everyone do the same, because of course, people like this never pay attention to you until you reach into their pocket.

Mar

Posted by Only God Can Judge Me

3/7/14 6:42PM

I want the old Medco back as well. Don't feel bad as of this week I was advised that Express Scripts will no longer need my dept. & had till this Friday to decide what severance package I will take; medco or esi. well the trick to it is that I was on a leave of absence since 1/27/14 fighting a terminal illness & due to return later this month. well esi hr rep told me that esi want an answer this Friday (today) if I am interested in the medco package & I have to be back from a leave of absence. this means I had to force my dr office to let me go back to work, even though physically & mentally I am unable to, because I wanted the medco package. I wanted the medco package because it offered insurance & of course me being terminally ill I need insurance. the esi package does not offer insurance. I worked for this company for 6 years numerous overtime hours that im sure would out weigh my regular 40 hours, dang near perfect attendance, great relationships with my numerous clients/internal personnel, & this is how I get treated. would you say ruthless/thinkless company or what? if there were bad apples in our group get rid of those individuals & not the whole entire dept. because some of us were awesome apples that they are losing out on.

Mar

Posted by Exasperated

3/6/14 1:19PM

I too have had a nightmarish experience trying to get my prescription from Express Scripts. My doctor sent in the prescription and when I checked the order status on line, its said that the medication was not covered by my plan! That is false. In fact, the medication is covered, but the doctor has to submit a "prior authorization form." Nowhere does the website inform the customer of this.

Then I had my doctor submit the prior authorization form, but the Express Scripts site still said the medication was not covered. So I called Express Scripts (for about the fifth time) and was told that the prior authorization form takes 72 hours to process. I explained to the supervisor that I had been without my medication for over a week, but she absolutely refused to do anything to try to expedite the process. It almost seems like this company holds regular meetings to discuss how to make the drug purchasing experience more frustrating for its customers.

Mar

Posted by Debby

3/5/14 3:00PM

I received a letter from Express Scripts dated February 1, 2014 that said I owed $8.77 they said if I thought this was an error I should respond within 20 days. The letter was mailed to me on March 3, 2014. I had never received any prior bill or notice from Express Scripts. When I called I was told it was a worker's comp claim and so I should not have been billed. I asked why I received a letter dated 02/01/14 on March 3 they said the company had recently sold and they had some billing issues. I told the customer service manager that I also received a collection notice from a collection agency and that I wanted a letter or email stating that she researching the problem She said Express Scripts doesn't know what the bill was for and did not have a copy and did not have the capability of sending an email or letter. I asked her to contact the collection agency and was told no. I called the collection agency, who said they had to be contacted by Express Scripts. I asked for a supervisor and was told there are none. I would gladly pay the $8.77 even though I don't know for what but they told me I have to pay the collection agency?

Mar

Posted by dwsmith15

3/5/14 9:13AM

Its seems all of these complaints fall on deaf ears as no one is listening. Express Scripts has not once but twice lost my husbands prescriptions. Once by fax and another by mail with forms that have the wrong mailing address on them and when they sent new forms it is still with the wrong and they still do not want to be accountable for their errors!!!!!!

Feb

Posted by Anonymous

2/18/14 9:49PM

What a nightmare! Have not been able to log into my account for over 2 weeks now. Called Web Support 8 times and nothing seems to get done? What a joke! This company should be ashamed of themselves!!! Here is the error code I have been getting: 9999: We are sorry, we are unable to complete your transaction at this time. Please try again later.
Now, what's really funny is my dear husband can log into his account so it is not a problem with our system or desktop computer. I guess we will have to get our scripts at Kroger Pharmacy where they treat you like a good customer and friend. I'm so sorry Express Scripts bought out Medco...another giant company who cares more about profits than helping people. I wish Tim Wentworth could read this as he is the new President of Express Scripts. Perhaps I shall send him a letter.

Feb

Posted by Linda

2/12/14 8:11AM

As per all previous posts, we are having a very difficult time with ES. I would like to call someone to report this gross neglect on ES part to get the much needed medicine to the physicians patients.
The physicians that I deal with are as frustrated as we are because no one is dealing with what is really going on. The bottom line here is money-money-money. I find this matter to be one that should be sent to a judge to determine if a law has been broken due to harm to patients. Get rid of mail order pharmacies period.

Feb

Posted by Very very frustrated

2/12/14 7:13AM

Very frustrated ES sent me the wrong dosage telling me it was my husbands fault because they had spoke with him, but they didn't realized I was going to ask them which number they contacted him on, they gave me my own number, besides he is not the doctor to change prescriptions what a stupidity !!!!!!! I told them that's my number you don't have my husbands number and he is not the one you spoke with , I called because I didn't get my medicines sense November 2013, I had 2 refills left for tirosint 88 and they send me 112 which is not the same also they have on the system they had sent me that before and I count take it I get huge headaches feels horrible my body won't take it, anyway then they blame my doctor and me saying I was acknowledged of the changed which it was another lie, the manager Terry was very rude to me and said he was going to hang up he was frustrated couldn't find the right answer why they sent me the wrong dosage I told him ?,,you can kill me with the wrong dosage!! Once I told him I was recording the conversation he changed the tone of voice before he wouldn't even let me talk and was kind like screaming on the phone I told him he suppose to be the manager and had gone to management classes to know how to talk to people, anyway he told me was not taking back the wrong medicines they sent me and to find a way to take them that I could cut them in half THATS SO STUPIT!!!! HE DOESNT EVEN KNOW THE TIROSINT THEY SEND ME THE BLISTER CAPSULES AND SHOUDNT DO THAT WHAT AN IBMNET "!!!! IF ANY ONE CAN SENT ME THE ADRESS OF AN ATORNEY THEY HAVE CONTACTED MAYBE WE CAN GET TOGETHER AND SUIT THEM, I DID RECORED HIM, I'm thinking of putting that conversation on you tube!!!

Feb

Posted by Anonymous

2/10/14 3:24PM

Flash- apparently as of 1/1/2014 you now have to actually authorize your scripts via phone (at least if your are Medicare and that includes their worry-free program)! Problem the people can not pronounce the medications so it's like working in the dark. The only way to get around this is by you mailing in the paper scripts, if your Dr. fax's or calls you'll wait days if the script, until you either get a letter or a robo call from them and then even if you do not authorize them because it might be wrong they ship it all after 10 days even if you don't call. I am fighting with them now Dr. office had new people the send scripts that weren't for me & my hubbie I called spoke to 3 people on 3 separate occasions and they shipped and charged my credit card anyway...The scripts that I did authorize are no where to be found in the their computer....then they tell you its your fault that they show no record that I called nor spoke to anyone! So its your word against the ES computer! I am shipping the stuff back and I made a report with my bank and sent copies of the letter to every address I could locate for them!

Give me the old Medco back because ES just plain sucks!

Feb

Posted by Sue

2/7/14 7:57AM

I have Part D Medicare Drug policy through my employer.
Also, have OHI Tricare. Medicare requires Express Scripts
to send Monthly Medicare Part D EOB if requested. I have
requested monthly since Feb, 2013, and still have not gotten
the EOB that I need to file with second ins. Tricare for
reimbursement of funds paid to Express Scripts - $900.
I get conflicting information, the round-around and many
untruths. They have no accountability. I will file
grievance reports with Tx State Ins & Medicare.

Feb

Posted by Anonymous

2/5/14 1:17PM

2/5/14
Going through much the same as the others. Been waiting two weeks and still no medicine. Different stories from different supervisors. No wonder since express scripts is a holding company and not a real business.

Feb

Posted by Prior

2/4/14 10:36AM

This company has become too large to provide effective customer service. I work in a doctor's office and spent over an hour on the phone today and after being transferred 8 times to try to get a representative for a prior authorization of a drug I gave. If you think this is good customer service, you are deceived. Every time I call Express Scripts with a prior authorization request, I am told the hold time will be longer than usual. I also have to answer the same questions over and over again which the answering system does not understand. If I did not do this for the patient's benefit, I would not deal with this company ever!!!.

Feb

Posted by Beyond Frustrated

2/1/14 5:52PM

This is the most inept company I have ever had to deal with. Ask them about their policies that are NOT transparent to the customer. After asking "Trish" where I could find a policy she was talking about she told me I did not have access to it. Scam! This place needs to be investigated. I am filing a complaint with my State Board of Pharmacy. I am also filing a complaint with my insurance company and HR department. Express Scripts=huge FAIL!

Feb

Posted by david

2/1/14 11:23AM

Express scripts refused to fill an rx because they said it was expensive. I have taken this med under dr orders for years. We have tried everything else. Our plan changed at the first of the year to use express scripts. They insist that the dr fill out their forms. The dr complied with their demands. Express meds has yet to fill my rx. I have been off the med for over 3 weeks and running. Customer service claims forms are processed in 24 to 48 hours. Express meds is damaging my health and may soon see legal action taken by myself and other.

Feb

Posted by Katherine

2/1/14 9:09AM

I am contacting the UAW, because I'm also fed up with the repeated misinformation given by ES, with names and phone extensions of supervisors I've spoken with during past week . The last straw was verbally being notified by phone voicemail last night that RX was shipped yesterday after I was on the phone for over an hour during the day speaking with supervisor who was unable to give me that info. I was told to call doctor to get an emergency one week supply of meds at local pharmacy which I did. Also, don't pay extra for express shipment because it doesn't happen. BTW these comments are only viewed by us consumers not ES.

Jan

Posted by hustled in Dallas

1/31/14 2:32PM

I am writing a letter to Pat McName, EVP & COO, to let him know the hours and lies I have been told over the last 2 weeks trying to get my husband's RX filled. I was told several times in the last 3 days, they it will ship today and we will over night it at our expense. My credit card has been charged, twice, and twice the charge was removed. Today, I finally talked with a 2nd manager, who said that there is no documentation of any conversations held between me and the reps and managers who I have talked with. Hard to believe a company that is regulated by the DEA, does not document anything and can't execute their promises.

Jan

Posted by Anonymous

1/29/14 3:07PM

wake up e script I read all these comments and I fall into most of them I need my meds in a timely manor not 2 or 3 or even 4 weeks later, your cust.reps read from a script they are clueless call after call and the same answer almost word for word your company is looking for some law suites get our meds out in a timely manor if you guys even read these blogs I don't think so. would you like your major health care meds held up I would say no get with it

Jan

Posted by Anonymous

1/23/14 6:27AM

Dear Frustrated, I am having the exact same problem. I have used Express Scripts for three years without an issue. When my doctor faxed in new prescription for the same three medicines I was taking for the the past three years all of a sudden they are putting these on my previous employers medical plan, instead of under my husbands employer medical plan that I have been using for the past three years since retiring from my job. So the last time they filled these three prescriptions they cost me 90.00 for a three month supply. Now with their "screw up" they are telling me the three month supply for the same three prescriptions will cost me 975.00. I have been on the phone with them for over one hour each time i call. Someone was supposed to get back to me by Tuesday and here it is Thursday and I still have not heard back from them. I guess I have to make that call today again and waste my whole day on the phone and then get myself so aggravated that my blood pressure will soar. And guess what--- no pills to take for it!

Jan

Posted by Anonymous

1/22/14 5:35AM

Dealing with Express Scripts is a terrible ordeal. I can see from the comments I am not alone with this frustration. My lastest problem required over 1 1/2 hours on the phone only to be told it would not be fixed. The representative, Jamal # EA4200 could not tell me the superior's name he contacted for my appeal...really? The process certainly contributes to overall health problems.

Jan

Posted by frustrated

1/21/14 9:18AM

I have to report a problem. I've struggled through the system @ Express Script several times before but this time the problem has put my health at risk. My doctor faxed three scripts on Dec. 3rd that I have been taking successfully for years. Your office called about Dec. 7th to ask for permission to put $628.00 on my credit card for one medication. I charged to Senior Advantage to avoid this problem. Charging this on an old policy caused a huge delay. Senior Advantage intervened for me about Dec. 10th. To our understanding, the error was corrected BUT they cancelled the scripts but did not mention that to us. I called the automated system on Dec. 16th and was told there were no scripts for me. I spoke to a representative who explained I needed to call my doctor because they had
cancelled the original scripts. They did fax them again that day. Last night I got an automated call asking if I would approve sending these three medication. Of course, I will but I kept asking for cost. No answer. I called back and spoke to several people. The third transfer was to a Medicare Representative and the call dropped. Today, I spoke to Medicare Representative and still don't know how much I will own. I'm a bit nervous. I called Senior Advantage to check if I can go to a local pharmacy. I can at a significant increase in cost. I'm stuck. NOT FAIR!

Jan

Posted by Pat

1/16/14 9:30AM

I agree with the other comments about customer service-it Stinks! My doctr's office spent more than 2 hours trying to get through to provide prior authorization after numerous times of not even getting an answer and then when they did get an answer, they were put on hold or cut off. Yesterday I was on the phone over an hour trying to get the required forms faxed to the doctor and was transferred 6 times and finally when I spoke to a supervisor, she was almost rude and told me that was what I paid my doctor to do then she transferred me to a number with automatic messages which did not include any way to talk with a real live person. The doctor's office told me late yesterday that another patient was on the phone with Express Scripts for over 3 hours and finally talked with someone who faxed the form to the doctor. Today already I have been on the phone for almost 2 hours trying to log on to my account and finally was told there were problems with the system. This is absolutely ridiculous!!!!!!!

Jan

Posted by soso wrong

1/15/14 11:57AM

hear we go again, what the hell, heart meds been in shipping sense the 10th of January, every time I check the tracking number it is not available, had this happen once before, come to find out after several weeks it had not even been pick up from express scripts shipping yet, the meds had just been sitting there, how can they keep doing this over and over and still be in business ??? ther should be someone that can get up off their ass and go physically go check, but if it don't come up on the pc screen , the answer is always there is nothing we can do. , so feed up with this bs, but they know they have you in a chock hold, because if you don't get the meds through them its so dang expensive,

Jan

Posted by very annoyed

1/15/14 11:19AM

nothing express about express script , I have been trying to get my diabetic meds for 3 weeks , DR sent new scripts 3 times in 3 weeks , the last time DR office even mailed me conformation w/ scripts, recalled order and was told they only had two of 4 just another lie. I hung up recalled and a different advocate told me all 4 scripts were ok to order. lie again, she submitted order and only 2 or 4 were shipped ,I called at once and was told the other 2 scripts just came in, lie again and they were shipped on sun.1/12/14 you got it Sunday, lie again , today I called corp. headquarters and complained ,I was told I should have them today via fed ex .I always get my meds ups, I was told fed ex because insulin is time and temp controlled, what an excuse .Its always come 5 years ups , solution to problem is don't lie do it wright ,ship once ,save mucho $$$$$ and the cost of meds would be much cheaper ,I had to cut my dosages by 1/2 because of over paid under qualified personal at express scripts,

Jan

Posted by Shawn

1/10/14 8:10PM

I do not like lying.

I was visited m dr. on 1.02.2014, who refilled my diabetes medicine (Levemir).

On 1/05, I contacted Express Scripts saying I mainly needed Levemir and Crestor, not Humalog.

On 1/08, I recieved a shipment for Humalog, but no Levimir or Crestor. I was told by the manager the Levimir was help up because yjrt esd s questiom sbout the Crestor dosage. I was tolde they woudl expedite the Levimir shipment.

Tonight, 1/10, after I have yet to receive the Levimir I need to survive, I was told they would ship the next availble date, either Monday or Tuesday 1/13 or 1/14. Hopefully my suplly will last that long.

What I don't understand is a). Why they supposedly fill all renewal prescriptions automatically, whether you need them or not; and b). Why I cannot speak to people with straight answers, instead I get Supervisors that make the situation worse.

My doctor refills my subscriptions so that they are available when needed; but Express Scripts take this and fills what they want, what they have available. I don't need to waste money on what I don't need, only what is needed at the time. And when I need it, I need just that now... Why can't they figure this out???

I would appreciate a corporate answer please, not the supervisor I have speaking to.

Jan

Posted by Disgusted

1/9/14 10:28AM

Thank you ExpressScripts for ruining a perfectly running RX company with your hostiles acquisition of Medco. Lousy Customer Service, long processing times for mail order Rx's, and now new for 2014 you implement the Express Advantage (disadvantage) Network for local pharmacy RX fulfillments. "Avoid higher copays by filling RX's at a preferred pharmacy" or pay an additional $10 copay per RX. "For a complete list of participating pharmacies sign into expressscripts.com after Jan.1(not). I have checked every day and ALL pharmacies in your area are listed including the ones CVS & Walgreens which will incur the $10 additional copy. I spent 40 minutes with ES Cust. Serv. looking for a "preferred pharmacy in my surrounding area, none shows up and they could not search by mileage radius. Their answer was to just use CVS by my house and pay the additional $10 copay. WOW!

Jan

Posted by dp az

1/7/14 4:21PM

Working with insurance or drug companies is never easy, but trying to work with ES is impossible. These people should be closed down as a threat to public health and safety. I won't bore you with the gory details, but suffice to say that I agree with all the horror stories written before mine.

I have filed a complaint with my insurance company and have told them that if by renewal time they still use ES I will sign up with a different insurance plan. I will also be filling a complaint with any and all state and federal agencies that I can find that oversee this market.

Jan

Posted by Intj07

1/5/14 7:03PM

There is so much that goes into filling these prescriptions that no one sees... Such a shame that the blame doesn't get directed at the right folks like insurance companies who require a prior authorization per prescription. And waiting on Medicaid is a joke... They can take over a month even with all of the right paperwork!

Jan

Posted by lolaknows

1/3/14 7:07PM

eXPRESS Scripts has customer service people that dont have proper training, it you are not getting your medications or having problems with delivery esculate it to a supervisor they do not care u are not getting quality service

Jan

Posted by Jim

1/2/14 5:00AM

I have been trying to access Express Scripts web site for last 24 hours. I keep getting a message that says 9999 can not complete transaction,please try later. Advice?

Dec

Posted by disapointed

12/31/13 1:29PM

have been waiting scence dec 18th for pain meds to be filled and delivered the delivery date keep being moved further out each time I check the process. I work in California but my pain management doctor is in Utah, so cant just pop over and have him write a 10 day supply to get by, it can not be faxed or called in because it is a class 2 narcotic.has anyone had to go through withdraws, it can be very dangerous. as for express scripts customer service I have had nothing but very concerned and polite people trying to help. I think they need more pharmacy help, they seam to be on overload. I for one will contact my insurance company maybe they will find another mail order company to work with. also as I have told them not only on the phone but in several E-mails to please send the pain meds overnight express delivery and more times then not they end up sending the meds regular delivery.

Dec

Posted by artie g lv

12/30/13 7:52PM

4 calls to find out where my meds are. They have been stuck in the pharmacy for 11 days. Each time I get another b.s. answer. Finally got a supervisor to agree to ship meds overnight as I am leaving the country. Call back today, 12/30, another supervisor says we aren't allowed to ship it overnight, free of charge, even though we screwed up, medicare rules. No one ever mentioned it. So now I'm going out of the country without meds for 30 days.

When I stroke out because of no BP meds,

Dec

Posted by Michele

12/28/13 9:08AM

Since this company bought out MedCo they have NEVER filled my mother's prescription in a timely manner. She has Parkinsons and always calls to refill it about a month early. When it does not arrive she calls Express Scripts and is told either "patient cancelled, duplicate prescription, doctor did not send prescription, or prescription expired" all of which are not true.

Dec

Posted by Frustrated

12/9/13 7:43AM

Week 3 without insulin I keep getting transferred around or put on hold.I am on hold again .now I have been hung up on this morning,transferred to voicemails, and on hold again to see why no insulin.I have talked to so many people in 3 weeks my and managers no one knows what is going on.
I JUST WANT MY MEDS.

Dec

Posted by kreil58

12/5/13 8:21AM

This is the WORST company I have ever delt with. I have spent numerous hours on the phone over a 5 day period trying to get a refill on my sons medication that he can not go with out.Their customer service is horrible no one knows what they are doing no one calls back and the only thing they can tell me is its processing in the computer and they need a pharmacist to look at it. Really 5 days to review a refill that is marked urgent.My son has been taking the same medicine for the past 6 years . Totally unacceptable!!!!

Nov

Posted by ohiogal

11/27/13 8:44AM

This company did not follow MD orders and sent me the wrong medication last week. I have spent countless hours on hold trying to get this fixed. They promise to call me back and never do. I can lose my transplant from 17 years ago because I don't have the right medication. DONT TRUST THEM!! I just wish I knew someone to help me!

Nov

Posted by PISSED IN DENVER

11/26/13 8:28AM

Absolutely the worst customer service that I have ever had to deal with! For the past week, I have spent over 7 hours to get three prescriptions filled only to have an override done last nigh so I can now pay my local pharmacy $1,700.00 out of my pocket to get the medication that should be at a zero co pay. I was on hold with one agent who came back on the line after 40 minutes with a supervisor (he never came back prior to that)!

THIS IS AN HORRIBLE COMPANY TO DEAL WITH!

Nov

Posted by elginman78

11/23/13 10:20AM

I have been a member using Medco, then your services. I order prescriptions with great ease. Your new web site is very confusing and difficult to use. I am going to switch when the appropriate time comes.

Nov

Posted by Angry

11/20/13 6:52PM

The Worst Company Ever! For 4 years they have Never filled a prescription right, or had their Pharmacists calling me up Yelling at me, or just holding up my Insulin. Now they have Deleted a prescription they verified when I ordered it. Isn't that illegal? Maybe the Authorities should investigate them.

Nov

Posted by Disgrutnled

11/19/13 8:30AM

My wife has had d1abetes medication delivered to her for the past three years. This company recently merged with MedCo. During the transition they screwed up my wife's prescription. We called. They said it was shipping. We called back the day it was supposed to ship and they said they were waiting for doctor authorization. It was a refill that three refills left on it but they changed the prescription number so they thought it was new. Then they expedited the shipment. On a Friday so since it is temperature controlled it wouldn't ship until Monday anyway because they are too lame to pay for Saturday delivery when they screw up. When it didn't ship again we called back and were told that we were supposed to call their shipping department and arrange a ship date. No one ever told us that before. They also told us the shipping department tried to call us. We have no record of that call. When we finally did get in touch with the Shipping Scheduling Department it turned out to be one woman that said she never called. We were supposed to know that if it was temp controlled and wroth a lot of money we were supposed to schedule the shipment. Even though they had been shipping it for 3 years to the same address. Their IT department really screwed up this merger. The rest of the company was already screwed up.

Nov

Posted by Consumer

11/15/13 4:48PM

Worst Company ever! Have "lost" my prescriptions three times now. What are they doing with our medication? They need to be investigated. They are borderline criminals!!!!! I have issued a complaint with my insurance carrier and you need to do this as well. My insurance carrier has informed me that they have had a rash of complaints and probably will not sign on with Express Scripts when their agreement/contract is up for negotiation. I am contacting my state rep. tomorrow as well as Reps. in MO. These people are playing with patients lives and don't even care! They need to be put out of business once and for all.

Nov

Posted by Anonymous

11/15/13 11:55AM

Fraudulently enrolled my mother in their Medicare Plan without permission from her POA, attorney or bank Trust Departent. Fortunately my Congressman has an office across the hall from mine and my US Senator has an office one floor down, just in case I need backup with this bunch to dis-enroll her.

Nov

Posted by kong

11/14/13 12:33PM

They cancelled one of scrips by themselves without my doctors knowledge. Said they were both in the same family of medication however one is long acting and one is for short term relief. Was due here on the 11th but the website said it was ordered on the 11th. I ordered well in advance on the 23rd. So now it is the 14th and still no refill has arrived. They are surely shifty. It took 3 people on the phone, and 30 minutes, for them to admit they cancelled one of my scripts. Never had any problems with MEDCO their predecessor. Call you insurance plan and tell them to get rid of these clowns.

Nov

Posted by Budman36

11/12/13 4:39PM

Never had a problem until 10 days ago...they tell me my prescription was shipped but they have no tracking numbers. How many controlled substances have they shipped and have no idea where they are at.

The Corporate boys tell me they have no worries as they contribute heavily to every Congressman and Senator that controls their industry.

Hey FDA Where are you. I will find that out tomorrow

Nov

Posted by [email protected]

11/6/13 3:18PM

At first I thought Express Scripts was a very good program at first. When I call in for two prescription ready for refill, I was inform That I had to balance, the person that I was talking to , you could hardly understand him, I ask for the manager, the manager was much better.I was also inform that I only had a credit limit of $150.00, it would have been very helpful IF I had known this at the beginning.This is the first time I had a problem with them.

Nov

Posted by erin

11/5/13 7:24AM

Express Scripts is the worst...they will prior auth you to death..big time run around..have been on the phone for hours for days...SUCKS

Nov

Posted by bridget

11/4/13 3:15PM

this company sucks, they do not care about the pt's i have been out of meds for 2 weeks, and they keep haveing somone who calls me to so say fix it , but they don't, i'm changing companies. and making sure no one in my family uses them .. word of mouth is a powerful thing.

Oct

Posted by disgruntled

10/29/13 9:25AM

I am a very dissatisfied customer of Express Scripts. They are constantly holding shipments claiming they have not been paid. I pay every invoice within 48 hours of receipt of the shipment; my bank transfers funds with in 48hours. Express scripts in St Louis can't seem to get the invoices posted in less than two to three weeks after receipt. Then have their customer service people call and try and intimidate me into providing a Credit card or bank account they can access. If you can not post payments promptly; why would you expect me to trust with access to my accounts. I pay my bills; I feel that it is Express Scripts responsibility to get there house in order...

Oct

Posted by papasmurf

10/28/13 8:50AM

I'm very upset with Express Script, since you have taken over or meds we have had nothing but problems. I tried filling my husbands albuterol solution back in May and again this month. They keep sending it to Liberty medical for filling when my husband has BCN advantage, it doesn't go to liberty. I went thru this last May and they switch my call to liberty and they said the same as I tried telling them that they can't fill that order because of BCN advantage. I was on the phone a good 2 hours. Well guess what happening again, I called to order they told me we would get it on the 22nd. I called on the 23rd and the supervisor started to argue with me that it had to be pre-authorized and that it went to liberty again on the phone forever. She supposedly got it together and was told it would be sent 24 hour emergency at no cost to us, didn't come of course. So called again on the 24th this time on phone 2 hours and still had to try to explain to them with no response. Was switched over to bcn and they said the same thing that it had to be billed to express scripts. Was told again would be sent out 24 hour emergency, then get a call today the 28th and was told by recording that it wouldn't be sent. My husband has copd and needs his meds, it seems like there are a bunch of idiots running this place, I have talked to so many supervisors with no help. If they would just go to May and figure out how then sent it out then they should be able to do it again without a problem. We are very dissatisfied with this company, when with Medco we never had an issue getting this medication. Really hope you can get this system in working order being your messing with peoples medications.

Oct

Posted by Anonymous

10/27/13 7:13AM

Express scripts lets people with bad police records work for them. There is an employee by the name of Austin Ritchie who was recently caught taking prescription drugs that wasn't his. He was arrested with them and charged. He is currently on probation and hasn't reported it to his work. I have filed multiple complaints but they go straight to his friend who supervises him. He continues to work for the Whiteland, IN location because his good friend hired him and is his supervisor. I have made multiple complaints about working with him but they continue to do nothing. He was recently caught smoking cannabinoids during the whole time that he was working for express scripts.

Oct

Posted by tpalesat

10/25/13 10:46AM

While a member of Express Scripts, you demanded payment prior to shipping orders over $150.00 and would even withhold medications until payment was made (although my bill was always paid on time).
When an overpayment to you was made on my account it has now been over three months and a check still is not forthcoming (and my coverage has since cancelled so no future charges will occur).
The same medication would cost me $125.00 with you while only costing $20.00 with CVS Caremark (and their customer service is 125% better).
When you run a company like you do, it is no wonder they are dedicated web sites just to vent the problems consumers have.
All I to know is to whom a check was issued and when and why it has taken so long

Oct

Posted by Anonymous

10/18/13 12:18PM

Express Scripts called to ask if I was ready for my order of Enbrel (refrigerated RA medicine). I told them "no, my doctor had reduced the frequency of the dosage and we were actually between houses and on vacation for a few weeks. They shipped it to my old address and it sat out in the hot sun. They argued that they wouldn't have shipped it if I hadn't ordered it, then a supervisor looked it up, and agreed that shipping was supposed to be arranged with me, and had not. He said he would send a return shipping label to my old landlord and credit the acct. They sent it to me. Every time I would contact them and tell them they sent it to me yet sent the medication to my old address and would provide my landlord's address (THREE TIMES). Each time, they assured me it was going to HIM at that address and it came to me. Then after a month, he threw it away. I asked express scripts to take the charge off my account, and they said "because you disposed of the medication, we cannot give you credit." So, they want to charge me for medication I didn't need or order. Spoke to a supervisor a few more times and finally thought it was resolved. He said "I'll just do a "re-order" of the same medication, that way you won't be charged again. It's really difficult to take a charge off an account." I said "Fine, I actually need some now and I want this to be resolved." They sent the mediation to me, and charged me AGAIN! Then I got a nasty note in the mail saying I was over 60 days past due. I have tried a couple more times to contact a "supervisor" and they have hung up on me as soon as I start to explain the story (and no, I'm not yelling at them). The last one was named Andre, and he hung up as I started to tell him all the other supervisors had told me they had resolved an issue, but it hadn't been resolved yet. Oh, and customer service on the phone, says the online customer service really can't resolve what they say they are resolving. I ask "Why, then, do they tell me they have taken care of the issue and lead me to believe they can?" UGHHH!!

Oct

Posted by DISGUSTED

10/9/13 10:07AM

Your company is the most disgusting experience I have ever had in the health care industry. You really need to fix yourself if you expect to continue to do business. You should use this as a training for your billing department as what NOT to do to your customers. My complaint is with Accredo that is owned by Express Scripts. Disgusting!

Oct

Posted by Disegno

10/6/13 9:19AM

I like to pay all of my bills through my bank's free "Bill Pay" system. I always did this with Medco so when Express Scripts took over Medco I called Express Scripts to get the appropriate address for my bank to send my payment. Unfortunately, the staff at Express Scripts is woefully not trained to relay accurate information so the address I was given was wrong. I have finally realized what has happened after I had been without my blood pressure medicine for over a week. This is all over $10.00. Obviously the bank check has not been forwarded to the correct address (if it is even a Express Scripts address)so rather than cancel the check (which would cost me $30) I am sending another check - this time a personal check - via snail mail. Not very professional - the people that answer the calls are all very nice & polite, but they are really poorly trained and the info you get is not necessarily correct. Since this experience, I would never consider allowing Express Scripts to deduct directly from my bank account and I am not sure if I will have to bother with personal checks & postage fees or if I will attempt to pay them via my bank again. How unprofessional can you get? So there you have it - a $10.00 unpaid bill, not blood pressure meds for however long it takes to get this straightened out - has anyone who has some authority at Express Scripts done the math on what kind of law suit could happen over this if the patient has a stroke waiting?

Sep

Posted by Dickinson Legacy

9/9/13 8:27PM

I have recently had to begin getting my sons meds through the mail order and have no other options according to your people. The cost went from $45 locally to over $200 and we can afford it. So, because of you me son is struggling in school and the effect will set him back for years. THANK YOU FOR BEING A MONOPOLY AND DESTORYING MY FAMILY! I will take every legal measure to destroy you in return. Beginning with a personal lawsuit against you board; for the other posters, below is there info: George Paz, CEO; Gary G. Benanav, Director; Muara Breen, Chairman of compensation; William DeLainey, Director; Nicholas J. LaHowchic, Chairman of the Compliance Committee;

Thomas P. Mac Mahon, Chairman of the Corporate Governance Committee; Frank Mergenthaler, Chairman of the Audit Committee; Woodrow A. Myers Jr., M.D.,Managing Director, Myers Ventures LLC; John O. Parker, Jr.,Director,Venture Partner, Rho Ventures, LLC; William L. Roper, MD, MPH

Director,Dean, University of North Carolina (UNC) School of Medicine,Vice Chancellor for Medical Affairs,Chief Executive Officer, UNC Health Care System; Samuel K. Skinner, Director,Former U.S. Secretary of Transportation and Chief of Staff To President of United States

Retired Chairman and Chief Executive Officer, USF Corp.(this one should be a fun lawsuit);Seymour Sternberg

Director, Retired Chairman and Chief Executive Officer.

Their Corporate site speaks of integrity; Slimy criminals! Anyone with knowledge of Class Action Lawsuits and federal governance of these companies please email me at

Here is their real info:

Call them everyday until they stop their criminal activity!

Sincerely,

Fred Dickinson

Sep

Posted by Anonymous

9/9/13 8:05AM

I Agree This Company Gets Worse By The Second, My Dr Ture Anough Made An Error In Writign For A 30 Day Supply Of Medication Instead Of 90, So They Want To Charge Me For The 30 Day Supply Sighting They Cannot Do Anything, I Wish It Were Them, This Company Will Go Out Business, Becasue Someday Someone Will Do Something Different, And They Will Lose Business,and Have To Lay Off The Employees Who Seem To Not Want To Help

Sep

Posted by LILLEMOR

9/6/13 11:23AM

Your Cust Rep. Named Candy Refused To Give Me The Name Of Your President

Sep

Posted by Anonymous

9/5/13 10:36AM

Repeated attempts to resolve a "billing" issue since July has not been resolved. Error was made by inaccurate posting of OHI internal to Express Scripts. I have spoken with at least 15 different "enrollment", Cust Svc reps, "supervisor" and one "Senior supervisor" who is quote "monitoring my account daily". Promises to resolve this issue "within 24-72" hours are meaningless - I am told to just wait. I am retired military, using Tricare, and because of Express Scripts' inability to resolve - I cannot currently order any meds. Senior supervisor says only solution at present is to order at local pharmacy (needless to state that the drugs are a bit expensive). Request to elevate problem and expedite are essentially stymied. Senior supervisor states "he is sorry". That's the only thing he's gotten right so far. Without a doubt the worst "customer no service".

Sep

Posted by Anonymous

9/2/13 6:35PM

Denied my two three year old children Zithromax for no valid reason this weekend Their operating system experienced errors and they would not admit this until 48 hrs later and were totally unwilling to work with us or our retail pharmacy to resolve this. Spoke to a dozen staff supervisors included totally incompetent and zero consistency with information. Working on getting our attorney involved . Really - three year olds suffer from bronchitis because no one knows how to do their job and there's no plan b or c or d if they are having IT issues . Disgusted !

Aug

Posted by Anonymous

8/31/13 5:32PM

This company gets worse by the hour. The automated attendant is very annoying and can't understand anything. I know how to give my name and DOB and don't need her stupid examples that take up my valuable time. I call only when I need to talk to a person! I asked for a vacation refill and it didn't go through properly and the record showed it would be shipped too late. Thus I had to get a local refill which meant calling my doctor. The refill was NOT authorized because it was too early! No one called me about it and I went to pick up the prescription only to find out it hadn't been filled! No one explained to the local pharmacy that it was a vacation request. So I had to wait while they filled it in record time. So what do I get in the mail today--the refill that wasn't going to be shipped until next week! The CEO makes enough to pay for all our prescriptions while we have to deal with his mostly unhelpful employees. It was better under Medco and it is going to get worse as time goes on.

Aug

Posted by Totally disgusted

8/22/13 11:21AM

Ditto, Ditto, Ditto on the negative comments. My doctor has faxed my script 3 times and it still isn't on the site or in their system. E mailed 7 times phoned twice. Refused to put a supervisor on, have not answered half the e mails. This happens on each renewal of one drug. Last time when I got the doctor to write a new script and went to pharmacy, they refused authorization to the pharmacy, said they were processing the drug, which an hour before told me they didn't have! So not only are they incompetent, they are liars. Have been using them for years, guess what K-Mart just got a new customer.

Aug

Posted by DS Michigan

8/21/13 6:12AM

I have been having trouble with Express Scripts since April. They did not ship two of four medicines needed, that they had a valid prescription (with refills) for. I contacted them, and they said they would take care of it. They took care of it by "locking" the prescriptions they had on hand, and creating a new prescription for each, delaying shipment until they got the doctor's approval. This exact same situation occurred again in September, same medications, same problem, same result. I have been in touch with them 3 times in the past 7 days, trying to get this resolved. I have talked to numerous call center reps, as well as a supervisor. No one can tell me why new prescriptions keep getting generated instead of shipping on existing ones, why they can't get this resolved, why the prescriptions keep getting locked. Prescriptions are still not shipped, medication is completely out. I will no longer be using Express Scripts. I will be getting all future medications at Wal-Marts.

Aug

Posted by Anonymous

8/15/13 12:41PM

Agree with all the previous comments. Had called Express Scripts and ask to speak to a pharmacist to change my prescription from Lipitor to Atorvastatin.Two days later I received a shipment of Lipitor with a bill for $400+.Called Express Script right away and was told I ordered the Lipitor by phone..Have called at least 10 times and spoken to different supervisors with no specific person assigned to the case and so have to repeat the scenario all over with no resolution. Have written letters with no response. Am being threatened with a collection agency but who am I suppose to talk to about this?
Beware dealing with Express Scripts.!!!!!

Aug

Posted by Savin

8/12/13 1:51PM

Why is life with Express Script so detrimental? I might have to go and change to Tripler so I will not have to get stomachache when dealing with Express Script.

Aug

Posted by Anonymous

8/7/13 12:04PM

How can anyone trust any perscription that finally do get filled,

July 4th weekend we signed up for Express Scripts. I have gotten a call every day for 2 weeks stating that I will have to pay full price for my prescription because I have not signed up for Express Scripts.

On Friday 08-02-2013 I received an electronically generated phone message that the Express Scripts prescription for Atorvastatin Calcium 10mg could not be filled because the form need was not faxed in with the prescription from Dr. Odukwu's office. I called Dr. Odukwu's office, The office manager told me that when Express Scripts faxed in the request for information, Express Scripts only provided one form which they used for William J. Shelton's 20 mg Atorvastatin. When I realized that the dosage was wrong for Pamella Ann Shelton's script, I called my local pharmacy to have them confirm the paper copy of my last prescription that had been filled for Atorvastatin Calcium was 10mg. I called Dr. Odukwu office and a new prescription for 10mg was faxed to Express Scripts to replace the one for 20 mg on Friday 08-02-2013.

This morning 08-07-2013 at 11:05 AM, I got the very same call about not having signed up for Express Scripts. I called to speak with a Customer Service Rep and got Ashley who took my information but hung-up and nothing was done.

I immediately called back and this time the Customer Service Rep put me through to the Pharmacist who could not help or explain why the 20mg got filled and not the 10 mg. Or the status of any of the scripts we signed up to have filled.

The Pharmacist then put me thru to a Supervisor - Stephanie, who tells me that she has no Idea why we continue to get the threatening phone calls that states we will have to pay full price for scripts if we don't sign up for express scripts. After all the conversations, at 11:35 AM I receive yet another electronically generated call from Express Scripts stating that the scripts are being held for co-pay and or that the scripts are being shipped. Each and every time I have immediately called Customer Service to find out the real story, because I do not trust anyone at Express Script to know what the correct status of my prescriptions are on any given day.

End result of 08-07-2013 calls to Express Scripts

Dr. Lynden Odukwu office submitted 10 mg script for Atorvastatin. Express Scripts shipped the 20 mg prescription after I cancelled the 20mg script on Monday 08-02-2013 and 08-05-2013. The Customer Rep cancelled the 10 mg script instead of the 20mg. I have been trying for 4 weeks to get any prescriptions mailed out from Express Scripts.

Cost to me for Express Scripts mistake

The 10 mg script co-pay is $20.00 and 20 mg script is a $60 co-pay - the account now has a 30.00 credit to be used on the next refill on my script of 10mg because of the Express Scripts mistake. We will still have to pay $60.00 for Bill's and $60.00 for Pam's prescription for this order. A total of $120.00 total which should only have been $80.00. These are the only medications we have to be filled. These mistakes leaves me with no confidence that any prescription will be correctly filled either dosage wise or the correct medication put into the correct bottle.

Our PROBLEMS WITH CONFIRMATION CALLS from Express Scripts

I get confirmation each and every time that we are signed up for Express Script home delivery service.

I am told that both scripts are being mailed. However, the same day or next morning I get the same threatening call that states we are not signed up for Express Script Service and we will have to pay full price of the prescription which is followed in the next minute by a call that states the scripts are ready to ship and waiting for co-pay. I have been waiting since July 4th to get any prescription.

Pamella Ann Shelton -

Aug

Posted by Don E Dickinson

8/6/13 12:41AM

I just got off the phone to your customer service office. Talked to another supervisor told him what the lady rep had told me. She was totally wrong and he agreed. I then asked him to take care of getting in contact whit my doctor to preauthorize the drug. it can be a generic drug if there is one. He told me I would have to have my doctor contact the preauthorization office because he could not find any information in my computer file on this drug. So here we go again. My doctor has faxed in the script called in the script, and faxed and called in the information needed to get preauthorization for the drug. What makes him think the information will get used in any way. Its hasn't gotten into my file any of the first four times, why does he think its going to happen this time.

Aug

Posted by Donald E Dickinson

8/5/13 11:57PM

It is now 2:36 am I just looked up Xopenex in the 2013 Formulary (list of covered drugs). It turns out that the supervisor I talked to tonight early in the evening doesn't know wht she is talking about that Xopenex is not covered. I am using the Formulary document - ID number 13567, v6. Effective date Jan. 1, 2013. Page 31 Xopenex is listed. Xopenex Drug tier 3, PA MO. PA Prior authorization is required. Dr. Varghese did this in June this is how I got the drug from Walgreens. Your supervisor was wrong again. MO This drug is available through our mail-order service. So again I ask why am I being given the run around. I think yhour company owes me a FedEx shipment of my drug Xopenex over night. You call my Doctor in the morning and get a new script. Dr. Joseph K. Varghese MD,FCCP, ts a good thing I don't remember the sup's name. I would call her to tell haer she is stupid and I can't fix stupid. Donald E Dickinson Call me at your opening for business CDT 9:00 am, It will be 10:00 am here.

Your company _ _ _ _ _.

Aug

Posted by Donald E Dickinson

8/5/13 10:56PM

This is the second time trying to sent you my problem. I was just about to send my comments and your program throw me out. So I will try again. My Dr. Varghese ordered a nebulizer for me and the drug Albuterol Sulfate to use in it. I am allergic to all sulfa drugs. It took a month and a half for me to turn in to a human red rash because of the sulfar in the albuterol sulfate. My Doctor then sent a script for Xopenex to Walgreens for me. I was told by Walgreens I needed preauthorization for this drug. So I call Dr. Varghese's office and requested them to get company Express Scripts. I have been calling your phone number since the last week of June. It is now the 5th of Aug. Tonight a supervisor finally told me the only way I could get your company to cover the drug Xopenex was to go through the appeal process. This was news to me. Why wasn't I told the first time I call that this drug was not covered and I needed to appeal to hope to get it. Since Dec. my wife and I have had nothing but trouble getting our scripts refilled. It has taken us anywhere from 20 minutes to four hours to get our scripts refilled. You have a bunch of incomponent employees working for you. I was also told the only way for me to get Xopenex was to pay for it out of my own pocket. What the hell am I paying for insurane if I can't get the drugs I need to live?

Aug

Posted by eoxner

8/2/13 8:50AM

the reps were nice enough just totally unable to get anything accomplished -- two months of hassle, numerous phone calls, purchasing interim meds at ridiculous prices because they won't fill a prescription they said was 'authorized', repeated promises that everything is straighted out and the medicine is on its way only to get yet another automated call stating the script can't be filled. Assured yet again today that it is on its way -- holding my breath.

Jul

Posted by deadly serious

7/22/13 8:51AM

I am done using this incompetent Corporation. No one should tolerate this lack of professionalism in the dispensing of life essential medications. The only thing important to them is money-and they shouldn't get any more from any of us. Switch now if you want to save your sanity.

Jul

Posted by Anonymous

7/21/13 3:41PM

Since You And Medco Combined I Am Having All Kinds Of
Trouble Getting Thru To Place My Orders For Rx. I Have
Used Internet Explorer For Years. I Was Told Today That
You Are Having Trouble Interfacing With That Browser.
My Suggestion: There Are A Lot Of People Out Here Who
Use Internet Explorer. It Wasn't Broke Before, So Fix It

Jul

Posted by usmc-ret

7/17/13 6:13AM

I am a retired veteran that has been using express-scripts for 10 years. Last week they changed their system. Now I am being denied ordering refills because they now believe that I am on Other Health Insurance. I have made 4 phone calls over 5 days to resolve this issue. They agree with me that the problem is theirs. They keep telling me that it will be fixed in 24 hours. Now today when I called they tell me that it will be 48 hours.. It is like ground hog day. I feel sorry for the ladies that answer the phones. It is not their fault, but their supervisors inability to resolve this issue.

Jul

Posted by ROSIE

7/15/13 12:01PM

The lack of knowledge is frustrating. The reimburseed me my husband co-pay for the last 2 monthe and then denied July's co-pay with an explaination the makes no sense. I spent an hour on the phone with 2 member services reps and 3 supervisors. No could answer my question. Maybe if we all list our complaints on FACEBOOK and TWITTER they may get the message.

Jul

Posted by Telling

7/12/13 5:20AM

Unfortunately, the many complaints listed here is common place for this industry. I used to work for CVS/Caremark and the level of incompetence in senior ranks is unbelievable. Many of these call center are 3rd party vendors and they only require that you pass a drug test to be hire. Many of the customer service reps are very young people with no experience making $8 an hour. Senior management of these call center are rewarded handsomely just for having a rep answer the phone in a timely manner -it really does not matter if the rep is capable of providing service to the member. It's all about butts in the seats and billable hours for these call centers.

Jul

Posted by cjsi

7/3/13 8:12AM

Agreed! Express Scripts is horrible!!!! They convert prescriptions even when the doctor writes DAW because it is more concerned with the profit level then the care of the patient. Supervisors don't even get on a phone. Employer changed to this crap service from Caremark/CVS.

Jul

Posted by tvango

7/2/13 11:17AM

I searched for a place online to express my frustration with this company. Our employer switched to Express Scripts nearly two years ago. I had horrible experience with surly customer service reps. The merger with Medco was handled so poorly that I cannot imagine why our companies management allowed the relationship to continue. I have never been able to login and see my prescriptions. I get email alerts that direct me to the online app only to receive the following error: "9999: We are sorry, we are unable to complete your transaction at this time. Please try again later." I have made several requests to have this issue resolved, even escalating to a supervisor. Every time I am assured that this will be looked into. Today I insisted to stay on the line until the issue is resolved. The IT technician informs me that they have a wide spread outage affecting all customers and there is nothing he can do at this time. It will 24 to 48 hours before the outage will be resolved. "Seriously!!!" The unfortunate fact is that there is nothing I can do until the management at my organization realizes that saving money causes employees to experience the poor customer service that would not be acceptable in our organization.

Jun

Posted by Anonymous

6/24/13 5:23PM

These people are so incompetant its frightening. I had Medco, which is the same company, but when my employer switched insurance the scripts couldn't be transferred. My doctor sent in a new script which was refillable, but they thought ut was a duplicate and cancelled the refillable one. Then they promised to expedite my refill, annd sent it out 5 days later vis USPS. Ten days later I am still waiting. When I called, I was put on hold for 30 minutes, finally connected too a supervisor who disconnected me. An hour later I am still on hold.

Jun

Posted by Skateman

6/18/13 2:02PM

Wow, I am amazed at all the postings. I too am having deal problems with Express Script. A med that I have been taking for well over 5 years and requires preauthorization they have suddenly denied. Said I wasn't taking another type of medication that I should be. Guess what I looked in their system and asses have been filling the one they said I'm not taking for at least 3 years now. Plus the one they denied is on the CDC/FDA protocol for the disease I have. How can they deny something that is on the CDC protocol. This company is horrible, I have stop all my mail order deliveries and have elected to have my medications filled at my local pharmacy. I think someone should file a class action suit against these people. They can not play god with our health and lives.

Jun

Posted by me

6/17/13 11:26AM

I am so DISGUSTING to MEDCO and Express Scripts...period. My employer changed to them two years ago and it has been horrible. Multiple times you get a computerized phone call asking for your name, birth date, address; then it give you a number. A number? Who gives a crap about that number. It doesn't tell you anything. Then you have to call them yourself and when you finally get a person and you give them everything you gave the computer, they tell you they're going to transfer you to someone who can work talk with you. That person then asked everything you gave to the computer and to the first person. Don't ask for a supervisor, because then you have to give the new person everything you gave the first three times and they can't do a stinking thing anything. On top of that, even though you and your spouse have filled the forms so that it doesn't matter which one they're talking to, they can tell either one about everything about each other. They still won't do it. They call me on my cell phone, then refuse to talk to me with anything about my spouse, even though I know their answers. Then why call me on my cell phone? If you want information about my spouse, call my SPOUSE on their cell phone not on my cell phone. Don't send ME paper about my spouse if you won't stop putting "x" in everything other than their name on MY papers. Send the information to my spouse about my spouse. Stop calling me that a medication needs a new prescription, when last week you already filled it and sent it to me. Don't automatic change my meds without pre-notification. So the next time I get the hives from a new generic medication, I'll know that's what caused the problem. Then next time I talk to a supervisor, he doesn't attempt to give me a dissertation about why he can't fix a problem. I used to be a Registered Nurse, a Director of Nursing, and a Clinical Supervisor that covered 1/4 of my state. I know about meds and respect to clients. Don't think your going to be rude because I'm pissed about your company. Tell your supervisors about my problems and let them know it needs to be fixed. PERIOD.

Jun

Posted by pammm1sc

6/17/13 9:21AM

Express Scripts must be in violation of many federal laws and I only wish I were an attorney so I could sue! Received an invoice last week -- only invoice I've ever received from them and certainly had no contact/communication prior to receiving bill for $330. Apparently this bill dates back almost 8 months ago - only I find out now??? On the invoice there is a statement which says "any orders on file with us won't be filled until you pay this bill." My husband and I both were waiting for our refills and then this invoice comes out. Good thing we have some money in our account because your medications will be held hostage until the invoice -- which just arrived -- is paid. You'd think that over an eight month period someone from Express Scripts would have called, written a letter, something to tell us about this 8 month old bill we had no knowledge of. And it turns out that this large amount of money ($330) was because my doctor ordered a "brand" drug and my penalty for her doing that was to charge me a $330 cost penalty!! Something certainly is rotten in Denmark -- why is our "government" allowing a company like this to operate? They certainly are playing with peoples lives by withholding medications for an 8 month old bill you didn't even know about!!

Jun

Posted by Anonymous

6/14/13 9:14AM

OMG! This is the most inept organization I have ever dealt with. When I switched over from my regular medical insurance when I was working to Tricare now that I'm retired, Express Scripts (ES) couldn't do a simple chore like transferring my prescriptions. They even had the audacity to tell me that I wasn't even on some of the prescriptions that I was taking for years. I have had multiple phone calls to ES only to get the same tired explanation that this person that I am now talking to will take care of it. I spent 30 years in sales and this organization surely shows lack of training and follow through - the president or CEO of ES needs to get a wake up call or at least have someone who knows how to train people show him where and what they are lacking - which is a lot! When any other team under preforms, it is usually the head coach or the manager that gets the old heave ho. Just look at JC Penney.

Jun

Posted by Anonymous

6/10/13 7:51PM

I too am totally disgusted with Medco/Express Scripts. As listed below their front line personnel often do not know what they are talking about. I cringe anytime my doctor's have to renew prescriptions or submit new ones. They contact him/her multiple times asking question. I get multiple calls while I'm at work from them asking question after question, sometimes 3-4 times on one prescription. It seems to take about 45 days for them to fill a new prescription. I got a recording today that said something to the effect the prescription # cannot be filled and we will send you a letter. (hate those machines) So I call them, first person goes through all the questions name, dob, address, phone yada yada. then says you have dedicated people would you mind if I transfer you. I said sure as long as I don't have to start from scratch with all the info. She said oh no I'll stay on the line with you. Gets another person on the line introduces me to the new person and hangs up. The new person starts asking me all the info I just gave a second time. Later in the same conversation she started asking me my phone # a third time! Turns out they canceled my prescription because there was an amount due for the prescription. My current balance is zero. I said well then why did no one call me and ask for payment. That's why we were reaching out to you she says I said reaching out to me with a canned message saying there was an issue with my prescription and we will send you a letter???? So I said ok just charge my card, she says do you want to put this card on record. I said if you're asking me do I want to give you carte blanch with my credit card the answer is NO! Then she asked me for my card # and I said you already have a card on file! I never gave her my card number yet she charged it, So she had it all along all they needed was an authorization to use it . My thought is why didn't you just ask that in the beginning. I asked for their headqtrs address, she said we don't have one we have offices all over. When I finish up with her I ask for a supervisor. I ask her the address of the headqtrs she gives me an address in NJ, I look on line and their headquarters is in St Louis. Appears their own personnel don't even know where their head office is!!! Good Grief and I trust them to get my prescriptions correct!!!!

Jun

Posted by Jeanne

6/10/13 4:00PM

We used Medco for years, especially since our insurance co required that refills be mail ordered thru them. Nothing but constant aggravation. Now Express Scripts is just as bad.

We are a couple in our 60's and we are prescribed a lot of rx's for chronic stuff. Several rx's for each of us, from different doctors, constantly refilled and almost always a delay or problem. Their "worry-free- refills" are a joke.
We are always worried!
Phone messages and letters constantly arrive tellling us that a certain medication cannot be shipped until they have a valid shipping address. If we happen to miss one of these messages then the medication isn't shipped and the rx order disappears into the void. The result is that we often dont' receive a needed medication and it takes phone calls, time on hold, and shipping delays to finally get medication sent.
We do change our shipping address a few times a year as we are snowbirds and live in Massachusetts and California. We update our address when we move but Express Scripts is constantly asking us for our 'valid shipping address'. So frustrating! To top it off, they send letters asking for a valid address to an address that we are not using on the website.
Is this system of constantly asking for 'valid shipping address' a ploy so that they can delay filling rx's and then they save money?!
I order many items online from sites such as Amazon, Overstock, Target, LL Bean, etc. Have never had such bad service.
Going in to a pharmacy we can have rx's filled in 20 minutes or so. Express Scripts takes 10 business days!?
We should all protest to our insurance providers about being forced to use this company.

Apr

Posted by Kathy L.

4/19/13 11:29AM

All of the comments are absolutely true. Pathetic !!!! I believe we all should contact the famous journalist ( Diane Sawyer ) and her her TV show to thoroughly investigate. Seems things are really illegal.

Apr

Posted by Med-in(co)mpetent

4/17/13 6:31PM

I am right along with every comment that I have read about this wretched company. I have been on the same prescription for over 3 years. Suddenly, I must seek prior authorization for it. I get it after fighting multiple times on different dates. My wife FINALLY speaks to someone who we thought actually knew what she was doing. She gave us her name(Leslie and her extension in Prior Authorization 2809) Last month, I went to pickup the Rx with no problems. We thought, "problem solved" finally! Just took the same Rx to the pharmacy and low and behold, Express Scripts refuses to authorize filling it. I just called Express Scripts giving them all the same personal info I have used with them for the past 4 years. They had no record of my account. I was told to call back in an hour because their system was down. I asked to speak with Leslie in prior authorization and gave the rep. the extension we were given. Shock, Shock...there isn't an extension 2809. Reporting their sorry excuse for a company to BBB! I have had it with Medco

Apr

Posted by Ex FMF Corpsman

4/14/13 4:27PM

I think that I may have you all beat. Five years ago my wife and I both were supposed to have what is called a prior authorization to get our Vytorin at a lesser co-pay. It turns out that because our charges went directly onto a credit card we didn't see that they were charging my wife almost a hundred dollars more than they were charging me for the same medicine and we are supposed to be on an identical plan. That means they have overcharged me about $2000.00 over the past five years, I am in a fight with them at this time over this. Too bad we can't get a decent prescription company to handle things. When I was a Navy Corpsman years ago if I had screwed someone up this bad I would have been court martialed immediately.

Apr

Posted by Anonymous

4/3/13 6:40AM

Express Scripts is guilty of medication dispensing errors. I have received no communication from this company since initiating inquiries in February. Express Scripts is charging me and my insurance plan for a prescription I cannot use. What a great scam!

Mar

Posted by Warchief6

3/19/13 1:41PM

An unbelievably bad experience with this group. Communications between customer and company are terrible. Mistakes, delays, incorrect information, people who have no idea how to help you. Probably the worst customer service I have ever experienced anywhere on the planet. Stay away from these people if at all possible. Supervisors who admit that they have no idea how to solve the problem.

Mar

Posted by justme

3/7/13 5:58PM

I used to work for this company. I feel sorry for anyone who has to work for this place. They are awful to work for. I can not figure out how they made it onto the fortune 100. If this is truly the case being part of this list is less than impressive. To put it mildly they are the holding tank for a sewer company.

Feb

Posted by Upset with winter weather proced

2/21/13 2:17PM

I am very unhappy with this company and their winter weather procedures. They are making my husband stay at work when the road conditions are treatuorus and extremely dangerous. I'm very concerned and worried for my husband and other employees of express scripts safety as they attempt to travel home this evening. Last year a woman that worked with my husband actually died on her way to work last year bc of bad weather. U would think they would have that in mind during this massive snowstorm.

Feb

Posted by I'm now a yeller!!!

2/13/13 6:12PM

Do not use this company. They're customer service is frighteningly incompetent--my guess is from too much beurocracy and too low an IQ. These people are incapable of problem solving - even if is there own. I am sorry that they are allowed to operate unchecked. You might as well be calling a large government office. They filled 6 months of prescriptions in a 5 week period - and even though it was a glitch and duplicated on their end - they are charging me. I have changed my HSA credit card so they cannot access my account. I will never use this company again and will file complaints with CIGNA HSA and my husband's company. They should be held accountable for good business practices. Horrible experience. Lesson learned -- never again.

Feb

Posted by Anonymous

2/4/13 9:26PM

We as stock holders (Medco buy outs) also aslo have been having problems. We have been searching for several days to find the address or phone number of this company. There is no address or pbone number on their stock. All efforts on yahoo or google same results. They list no such organzation in NYC, Brooklyn or St. Louis. We received our stock certificates from American Stock Transfer & TrustCo,LLC in Brooklyn, google nor yahoo can find any such company also.
Our objective was to transfer some of the stock.

Jan

Posted by jronomo13

1/30/13 7:02PM

I was a little relieved to see I wasnt the only one having a problem. I used to LOVE working with Medco and after my first dealing with Express Scripts I'm in tears. They've voided a prescription for my son that I drive an hour each way to pick up b/c I turned it in too early. Why they could just send it back is beyond me. I was also told that DEA zip code didn't match?? But it's the same prescribing doctor, from the same office, for the same medication. I spoke w/ customer service and then asked for a supervisor after he started raising his voice and the supervisor was worse. She refused to give me a name or number to her supervisor, said she was the only person I could talk to, refused to give me a number to corporated office, refused to send me a copy of the "laws" she threw in my face reguarding the medication in question and told me I should look online. I'm so upset about this change in service! Anyone know where to call to go above the people that are supervisors at the cust service number on my card?

Jan

Posted by Anonymous

1/30/13 8:43AM

Since Medco became Express Scripts there has been nothing but problems and no one there is able to help. They constantly give you the run around and won't give you another department that can help. I have never seen a business run so poorly by their customer service representatives. I know they are having layoffs. They should hire more competent employees to replace them. I am a very dissatisfied member, to say the least.

Jan

Posted by Looking elsewhere

1/25/13 2:05PM

These guys are worse than the Keystone Cops. They can't date refills correctly, can't read Rx faxes, void prescriptions, and give irrational excuses. They ignore authorizations from insurer. One office doesn't communicate with the other. If they weren't so incompetent, I'd say it was on purpose.

Jan

Posted by Anonymous

1/24/13 12:59PM

It took from January 5 to January 24, 2013 and conferences with 4 customer service representatives and 3 supervisors to satisfy a simple request: a copy of an invoice showing the name of the medicine paid for, the date of service, the cost paid, and the balance due. Representatives and supervisors were incompetent, uninformed, and misleading. This was a time consuming and frustrating experience.

Jan

Posted by Anonymous

I have has numerous problems with Ex. Scripts. My Dr. sent in 4 prescriptions which ES said they never got! My Dr. sent in all of them again-same problem. I got them from Dr. and sent by mail. They got them and I am getting too much meds. I asked they call and speak to me before sending anything! They didn't. Now I have 2 of my prescriptions which don't look the same or act in any way. I called and ES said they changed manufactures of meds. They are nothing! I was told I have to go back to Dr. get new pres. and have her write the manufacture I prefer! This is all crazy. I have reported them to my Retirement System and will go to Krogers!! Claudia Flynn 7-16-44 1740 Shenandoah Dr. Lex. Ky.