Express Scripts レビュー 84

Run Far! Four times this year, Express Scripts has either never shipped my meds, then screwed up my ability to get them anywhere else saying their computer messed up but it shows it was in shipping. Once again, I will go weeks without my life saving medication.
No remorse, no fix, hobbling my ability to get meds anywhere else.. cuz it's In The System

The issue is ongoing, not just a single calendar date. Express Scripts owns multiple businesses and co-mingles corporate names on statements so they can pretend to have no responsibility for crediting your balance accurately or sending out the Rx in a timely manner. The employees will ask your name and birthdate several times on the pretense of assisting but actually only put you on hold or transfer you to someone else who does the same thing. They took $2000 maximum annual copay for part D Medicare out of my grant account twice. They refused to admit the error. Only after I got the BBB involved and spoke on a recorded line with my grant foundation and conference called the express complaint department did they issue a refund. They cause too much stress which is a serious health hazard. They say your rx is being processed and the pharmacist will call you tomorrow. It's like the Disney song " tomorrow never comes"! When you call again a few days later they say they never received your order, or the doctor needs to update the portal or you need to pay the maximum annual copay Again! They send the claim to Medicare insurance like they sent the Rx the customer! It is similar to a carnival game where you are destined to lose, like the game when the guy keeps mixing up the cups and tell you follow along and pick the cup with the ball....but the ball is really in their pocket! (From the drugs to the billing is a monopoly so they can get away with anything)

What went wrong THIS time? Well, last time they were busy cancelling my meds, the doc's office said no, they didn't I didn't get anything, PERISH THE THOUGHT Express scripts talk to the doctor's office, so they played ping pong with me. THIS TIME, they told my all my meds were on autoship (I didn't do that) EXCEPT THYROXIN, you know, THE ONE I NEED TO LIVE??? That would have been the ONLY med I'd put on autoship. The others, only the DOCTOR says I need. I didn't need them until I moved to TEXASS. Let that be a warning about Texass. Moved here, my blood pressure shot up. Changing pharmacies. I can't deal with their crap anymore.

I have had nothing but issues with Express Scripts. Their customer service is awful. For example, my doctor ordered two prescriptions a week ago. Neither one has been filled even though both scripts were sent directly to Express Scripts from the doctor's office. I called Express Scripts and was not satisfied in that it would take up to another two days just to ship the scripts to me (so with shipping it would be yet another week to get the scripts to my home). I feel this is unacceptable service. It should have taken no more than a day to process and ship the scripts to me. There was no need for them to verify the scripts with my doctor as they were REFILLS. Personally, I would rather drive to my local pharmacy and get my scripts in a day than endure such a long wait and calls to get my orders filled. Cigna should discontinue Express scripts contract for lack of customer serviice. If you have a choice, I suggest you find a local pharmacy and just pick up the order rather than this horrible mail order service. I see they have a one star rating. Be advised! The only way for them to improve is to get a new prescription system in place and replace all their executives. Their service is awful.

I underwent two eye surgeries in New York. The surgeon prescribes antibiotic eye drops for each surgery. Without these drops, a patient can run an infection at the surgical sight and potentially lose the eye. Each prescription is unique. EXPRESS SCRIPTS REUECTED THE LEFT EYE PRESCRIPTION ON THE BASIS THAT IT WAS SENT IN TOO SOON.

This company is the summation of everything that is wrong with the new customer experience model.

I just dumped Amazon. Reading the negative reviews about Express Scripts alarms me. But I've experienced CVS caremark. Local pharmacies like Rite Aid.
Express scripts ( a particular division) has provided me with an orphan drug for over twenty years. And done a good job.
With Amazon there's no one to speak to. No pharmacist. No human being.
But it's all dreadful. And bound to become worse. That $2000 maximum out of pocket if you receive Medicare? And where do you think the drugs are manufactured? In the USA? Wait until the tariffs hit.

Somebody tell me what to do. Is Express scripts truly that bad?

If your Rx gets lost in the mail, you are screwed. The first time I called them, they said they could switch it over to Walgreens. Walgreens calls them and now they cannot do that. I called them again and they can see my Rx is lost in the mail but they say they cannot do anything about it until it has been missing for a whole month. I took my last pills yesterday and now I am screwed.

My prescription drug insurer WellCare uses Express Scripts to fill prescriptions for their customers. Recently I was notified by Express Scripts by email that I had four prescriptions due to fill. I submitted the order online, got a shipping notice and thought all was good. But when the package arrived only one of the four was in it. Then I got 3 emails (one for each drug) saying that “Your prescriber requested that we not fill your prescription. Please contact your prescriber to discuss. . .” I called Express Scripts for an explanation and the person I reached who spoke almost unintelligible broken English told me I need to talk to my prescriber and get them to send in a renewal.
I called my prescriber (my doctor) and the nurse advised that this was not true and that they had renewed the prescriptions for a year 3 months ago. The nurse further advised that they had talked to Express Scripts (someone named “Gin”) who said the reason they had not shipped was a “billing issue”. This was not true as my account balance on their website was zero and I had a credit card on file with them that allowed them to charge up to $500 without any other authorization. So I called Express Scripts again and talked to another person with broken English telling me my doctor still needs to “renew” the prescription.
Exasperated over getting the bureaucratic runaround I called my insurance company and pleaded for help. She called Express Scripts while I was on the phone explaining everything and then connected me to the Express Scripts rep who they said would resolve this. On comes yet another person with broken English telling me that the reason they haven’t shipped was that I “needed to confirm my mailing address”. This was unbelievably ridiculous since my address had not changed in 4 years and they had just sent one item to it a few days ago.
So there you have it. Three lies in a row – “it’s the doctor” wrong, “it’s your billing” wrong It’s your address “wrong”. Nearly three hours of my time wasted. At this point I told the Express Script rep I was going to contact their corporate office and demand some type of resolution. She then promised they would ship the prescriptions out. I’m keeping my fingers crossed that they arrive but not overly optimistic.
Express Scripts has to be the worst company I’ve ever dealt with. Avoid them if you possibly can.

I’m on the line and it’s looping, it’s always something wrong with this company

Express scrips and dod did a great job getting my meds to me quickly professionally. Great job dept of defense and express scripts! Thank you so much for taking care of our defense people.

The reps we spoke with do not seem to be able to find exactly where your new Rx’s are in the process. That makes it difficult to expedite an order once it is in the loop. We were charged the $26 expedite fee 9 days ago and it still has not shipped. Every time my wife calls the ship date is pushed out. People we spoke with contradicted each other as if there was no record of the previous calls. AND they were lost once you went off script. In addition, the normal process times are very slow so plan on giving 3 them week notice when you send in a new Rx to ensure that you get it in time. Also do not use automatic refill. I was told by an Express Scripts rep that they do not start processing an order until the day the previous refill would end. Example: It starts the process on the 90th days after the previous shipment of a 90-day supply. In simple terms you won’t get it in time. It is better to go in 2-3 weeks before and manually refill it online. We were very disappointed in the service as compared to Geisinger mail-order who was very good. We will be moving our mail order to Rite Aid.

Terrible customer service. It took me 12 months to get a prescription filled. Three times my doctor sent a prescription to Express Scripts. They were rejected because it wasn't for a 3 month supply. I called my Dr back to have them call in a prescription to a local pharmacy. The local pharmacy was out every time. I called several pharmacies until I found a similar type drug. I called my doctor and asked them to call in a prescription at a different pharmacy. Went to pick it up. It required another preauthorization since it was a different medicine. The 2nd refill prescription went through the same run around but now they rejected it because it was the same does as the 1st prescription. Now on the3rd refill attempt time had to get another preaithorization, then a preaithorization for the same dose. Now I need to sign up for Omada, which I already signed up for a few weeks ago. Now I'm supposed to call Omada to find out why Express Scripts doesn't see my account. This is a monthy prescription but it takes months to get it refilled every time.

This is the worst pharmacy I've ever encountered. They cancel my BP meds which I've taken forever. On new RX they want multiple conversations with my doctor before filling the RX on a simple drug. Several times they just cancel the order. They are horrible. I had optum before and never had an issue with any my RX.

Zero stars. It is an absolute nightmare dealing with this company. They contract their customer service is outsourced to some foreign land where they have no expertise whatsoever. Their website is not user friendly either.

My son needs ADHD medicine and due to being a controlled substance this needs a new prescription every 2 months. And every two months Express Scripts is incapable of processing the order in time for him not to run out. No matter how early I place it, it is always coming too late. I have dealt with this for 2 years, every two months, calling, escalating, to even have it arrive late. Then I need emergency pills via the local pharmacy, which requires more calls and authorizations from DR's and express scripts. Its maddening how many hours it takes every two months to eek out the medicine and even with this, its always late and frustrating. And costly for the company, to have to talk to live call center folks, that pass me to someone else, that escalates to someone else, that writes and email to someone else, I have not witnessed a system so broken on a consistent basis as this. What a systemic problem.

I am disappointed that I can't give this company 0 stars. My prescriptions was called in by my doctor on 9/16 I didn't get it until 10/4. Now if this was the first time that would be one thing, but it is not the first time. So, I think I will go back to CVS (they suck too but not as much as Express Scripts).

Terrible. Waited over 10 days for medication that I was out of. They kept saying it was shipped. I will never use them again.

First time user and will switch to the local pharmacy. The automated AI system is the worst I've dealt with. The microphone is so sensitive that a small noise will cause it to repeat. Customer service tries but is dealing with a bad system. This is much more trouble than waiting in line for medications and I don't know that it saves any money. Looking at the reviews, they are all bad so this one will have little impact. They need a new head of customer service/experience to fix the mess they created. I hope the executives try it out incognito so they can see how bad it really is.

I have NEVER had a seamless experience with ExpressScripts — and I have two children who require daily doses of controlled substances due to ADHD/ASD. Not once. Never. Doesn’t matter the situation in the years I’ve been doing this as a parent — whether it’s the script, processing, shipping, delivery, accountability, resolutions; nothing. The company has no idea how to effectively run a company of this magnitude — and unfortunately, it doesn’t matter because families have no power. They must use this company because of their insurance [like myself], so their incompetence goes completely unchecked. I absolutely hate it.

Examples:
1. Lost medication and no protocols to rectify such as claims against the shipping company.
2. No source of resolutions for mistakes the company makes — paying for a new bottle, paying for expedited and overnight.
3. The level of repetition required to get an answer.
4. Been hung up on
5. I had to call 3 times in 48 hours — and sat on the phone for 3 hours and still didn’t have a resolution.
6. I had to repeat 4 different times to 4 different people the address where the medication needed to go. And they misspelled the different parts of the address each time. Why don’t they have a system that autogenerates when you type in the zip code or beginning of street?
7. Tone of customer representatives. Useless.
8. NOTHING that was said to be completed by previous people was ever completed —- which required me to then call back and follow up on their incompetence—which then led to more waiting and incompetence because what was supposed to be accomplished wasn’t. And when I checked online for this updated information, it was not there.
9. Certain Customer Representatives apparently have different accessibilities — so if I call with a question concerning my son’s medication, I may or may not be able to have my question answered depending on the person who answers the phone. Consequently, I’m constantly transferred to different people.
10. It took me being on hold for 30 or MORE minutes for a supervisor to be available — and this was after speaking to someone for 10 min who didn’t have access to any of my information.