Accredo Health Group
Reviews and Complaints

The Accredo Specialty Pharmacy specializes in trying very hard not to fill prescriptions. Every month there is a new hoop through which to jump just to get the medication that helps me breathe. From being forced to sign up with another 'savings' company one month to new PAF rules the next month to ignoring the manufacturer's copay plan to asking for the same info over and over - you definitely get the feeling their job is to delay and deny as much as possible the filling of the Rx. They are my biggest health problem.

Thanks for accepting me into the group!

Here is my story like many others, I have been getting medication for my wife, who suffers from Lou Gehrig’s disease through Accredo.

Every month has been nothing but hell. The automated system would call me and tell me to call them. when you call them the associate answers, verifies everything tells you they’re gonna put you on a short 2-3 minute hold then they transfer you to another person she tells you she will look into the account and put you on another 2 to 3 minute hold. From the very first month when Accredo tries filling this prescription it will get reversed in there system so they have to call the insurance company and get a live override.

there are notes under her account that say they must do this every month in order to get the medication approved

Fast forward my wife’s new insurance plan was going into affect on March 1, so I was proactive called him to get it filled. He told me it would ship out two days prior to the end of the month on March 1. I get a text telling me my prescription will be delayed when I call Accredo they told me my insurance rejected it, I instantly called the insurance company. They put me on a three-way call with the insurance company in Accredo and sure enough after 2 1/2 hours five different reps they never did the live override. My insurance company was even willing to backdate it for the day previous, but for some reason that seem to be a problem and they could not do it, so it escalated, five days later we received her verdict and she proceeds to tell me they are not allowed to backdate it there for my wife now she will miss a whole cycle of this expensive an important medicine. The insurance company was willing to flex, even when we were still not covered on March 1 with them, but Accredo was not.

I am glad I am now with CVS pharmacy. Maybe this was a blessing in disguise !

I have been customer of Accredo in good standing since 2013. I use this company to get my Biologic Medication which is life saving. Since January 1, 2020 I have started using the auto injectors so the medication ships directly to my home. Accredo uses every excuse under the sun to lie and cheat me out of my $10000 a month life saving meds. I have had the same Dr. and dosage and address for 15 years but flags were thrown up to pause the order or cancel it altogether. I have never been in debt or had a balance with these people because my insurance pays for part of the medication and my copay assistance program pays the balance. 4 different prescriptions has been called in since January of 2023 and they have lost them all. They lock me out of my online account forcing me to call them. They cancel orders without notifying me about the disruption. I have been assigned a one point of contact advocate who is is as clueless as a first day new hire. I have audio to back up everything I am stating and screenshots of any other communications to prove every word written here is truthful. It’s as if the left hand doesn’t know what the right hand is doing. The entire system is broken and needs to be overhauled or restructured. First contact advocates are not sufficiently trained to assist anyone with anything but scheduling an order. Nothing more. I have had to escalate so many calls because of this. My one point of contact advocate has ghosted me. Gave me her cell and offfice # but now refuses to answer any of my calls or text. I’ve only spoken to her 2 times total. If I can’t get relief this last complaint I am going straight to my pharmacy board and FTC and State Attorney General office. You must treat your patients better than this. Or reap the consequences of endangering an individual’s life and wellbeing or being sued. If I had another option of a specialty pharmacy believe me I would use it. But what can you say Express Scripts owns Accredo so that tells you everything you need to know. Conflict of interest, patient “Steering” among other unethical behaviors.

WORST Specialty PHARMACY E-V-E-R! TOTAL INCOMPETENCE! THEY voided my live prescription by mistake. Then, Tashana S. (supervisor x-212182) told me, “Too bad, you have to get your doctor to send us a new prescription.” She couldn't undo THEIR OWN MISTAKE! I am out of my medication & got NO HELP whatsoever from Accredo. If you don't want to deal with horrible, argumentative customer service, STAY AWAY FROM Accredo Specialty Pharmacy. PLEASE DON'T TRUST THEM WITH YOUR MEDICATIONS!

Been on the same medication for 3 years and never had such a problem getting my meds than when I've had to go through Accredo to get them over the past 9 months. I moved due to better work conditions and now can barely hold any job because I end up running out for 1-2 weeks every month while trying to argue back and forth about the next shipment.

It is constantly the run around between them, the Dr's, the insurance company, and the payment assistance program. I have records of previous conversations confirming coverage and payment and yet still, I get another bill for 500 (that I've already confirmed was covered) today and find they are still holding my meds after I scheduled delivery a week ago.

They should not be allowed to be a pharmacy - so many people aren't able to access lifesaving medication in a timely manner because Accredo never has any of its [censored] together.

I have lost a job in the process of trying to secure regular delivery of my meds and Accredo doesn't care less if I can't afford rent and end up homeless because I can't work without my meds.

Complained so many times with so many issues for years without any being resolved. Will be formally filing complaints with BBB, Consumer Affairs and other agencies...

Incompetent pharmacy. I have to call every time for chemotherapy drugs because the app never lets me order. I have asked them to fix the problem being unable to order through the app but their IT Techs are incompetent. Been 3 years without them fixing it. I also can not reply to a text to refill an order. Constantly getting daily automated phone calls to order 2 weeks before they will allow me to order.

Now I asked to have next months Chemotherapy Drug scheduled auto refilled as I will be in Antarctica with no way to call. They refused to do it. So now will miss taking chemotherapy medication. Yet also use Alliance RX Walgreens and they scheduled auto refill with no problems.

My chemotherapy prescription is fully covered by insurance as it always has for years yet they have incompetent employees who can't figure out how to bill the insurance company. Just pathetic.

Accredo is a clown show and should not be in business.

Incompetent pharmacy. Use another pharmacy if you can. I can't because the insurance company uses this incompetent pharmacy.

I am in need of help with dealing with continued problems with filling my son's prescription for growth hormone. I need someone to get in touch with me. When I call I continue to get put on hold/nothing is getting resolved.

Please call me at [protected]

Patient: Daniel Krupinski

DOB: 07/21/2011

Address: 1226 Clearfield Circle

Lutherville, MD 21093

I changed my part D Medicare insurance for 2023. I got my new card with all the required information in December 2022. I called Accredo and gave them the new information. Since I've had issues with them in the past, I wanted to be proactive and start the process early for an appointment in February when I would need my medicine. There was a delay with my doctor getting in touch with the insurance company to get prior authorization but I still had a two or three weeks until I needed the prescription filled. I got the approval and called Accredo about 10-12 days before I needed the medicine to give them time to get things going. They started processing the prescription and gave a 5 figure copay amount. I knew that was wrong and they said to contact my insurance company. I called my insurance company and they could find no record of Accredo submitting the prescription. I suddenly realized that they submitted it to my Medicare Supplement insurance instead of my part D insurance. I called them back and a nice gentleman took a lot of time getting it straightened as to what insurance company they should contact. This was late in the evening and he said to call back in the morning. The person I talked to in the morning said the insurance information was sent to another department and it would take at least a week to get the change done. I told them I needed the medicine in about a week and they said they would call and let me know when they could fill it. I had to cancel my doctor's appointment, and after a week it still isn't ready for me to fill the prescription. For a regular prescription I can go online to my pharmacy and get it filled within hours. I don't understand why, if they have the insurance information they can't process a prescription.

My son insurance change in November he was on growth hormone since then I habe been calling them and updated his insurance information his doctor has done it as well and they have not done anything as of today Feb 2023 my son still without medicine. I called and they said " we are so sorry we don't habe your insurance information we have to many systems we got your doctor order but no insurance" really after I habe done it more than 10 times. They just don't care now my son's treatment has to start all over again. I need help getting his medicine.

Have not had an easy experience with this pharmacy since we started using them. The first month, they tried to say the doctor for my child only sent in a 16 day supply when I was trying to get 1 month at a time as the doc told us to do. They said the doc called it in wrong. Then they said it was a mistake, but to get this one and they’ll fix it the next time. Then they charged us the entire month’s copay for the 16 day supply. I had a team leader tell me once the prescription was fixed, it’ll be fine because we’d even get two days extra. That never happened. The next month they said the insurance (Express Scripts - their parent company) would not allow us to have the two extra days for a 30 day supply. It just can’t get over 30 days. Told us to call and get an exception. Those heartless jerks didn’t care either, denied it on the spot. Then the doc sent in a larger size, which would last 28 days and the extra 5 days (which would be expired since it’s only stable 28 day/) was to be wasted each month. Very wasteful for a medication that has a national shortage. Also, note we are still paying for a 30 day supply and have never received it. Multiple times we have had every single person give us different answers to any given question. At least 3 times we have had them cancel an order the day of delivery, and we never know. We’re at constant risk of running out of medication. They can’t handle two prescriptions at at time - they cancel one out and will refuse to fill it (unless you talk to one that will, and that’s random). Completely inconsistent. Completely unreliable. And never any option to changes or to do anything. Suggestions for them to let people know about cancellations are met with “we can’t do that” or they will do a random thing “but it’s not guaranteed” - I’m at my end with these people. Nothing means anything with this pharmacy.

I've been dealing with Accredo for four years with the same medications. EVERY. TIME. IT. IS. A. TRAINWRECK
Here are some of the wonderful experiences that have brought me to this point:

1) My medicine costs 35k a month. It needs to be refrigerated, and it must have a signature. I live in NYC. The delivery service Accredo does business with - I am sure the lowest bidder - left it at the stoop of my apartment building. It went bad. It took two months to replace the medicine I need monthly. I called Accredo they fumbled for forty minutes, apologized, and promptly screwed up the next order.

2) Sometimes Accredo robocalls me a dozen or more times a day. It hangs up when I answer. I work the third shift. I've asked them to stop. They apologize, fumble around, and then screw something else up on my account.

3) They sent my meds - after all these years - to another pharmacy. I have an email from that pharmacy where they reached out to Accredo, etc. The pharmacy never heard back. Sound familiar?

4) I spent five hours yesterday with Jennifer, who said, "It laid here and expired. Can you go to the doctor to get a new one?" I took off today. I spent six hours in the office. Still nothing.

5) Tomorrow, I will take another day off work - if I can - to beg Accredo to do something besides f*ck with me.

6) If I forget, or miss a day of sitting on the phone and micromanaging, the entire process starts over. It has been this way for four years. Please, God. Something help. I have been diagnosed with PTSD, among other things, and Accredo just lives to torment me. None of my other meds through actual pharmacies have any problem at all. But Accredo is always a nightmare.

Since September, I have been getting refilling issues with Accredo. It didn’t used to be like this. They started off smoothly but since they’ve been having inventory issues regarding the medication, they can seem to get it right. At one point, they couldn’t fill the 5mg of my daughter’s meds, so they asked me to get a RX for the 30mg. And for the past 3 months, they keep on putting a stop to either prescription. So frustrating. Today, they said I need a new prescription despite the RX showing 11 and 5 refills available. They can’t do anything right.

I spend hours on the phone each month to process the refill and billing for my prescription that costs $8500 per month. I hear lots of apologies and offers by supervisors to help but those answering the phone can never locate that particular supervisor and it will be hours before another supervisor calls me back. Never had these issues or spent this time with the previous pharmacy. Accredo is the WORST.

This is the WORST and I mean WORST company to EVER work for. DO NOT WORK FOR THEM. This is the most UNORGANIZED, SELFISH, NON CARING company I have ever Experienced in my LIFE. This company had been nothing but PROBLEMS. Problems after problems with their OWN system that they REFUSE to resolve. You will go WEEKS without pay, and they truly do not care about you or anybody AT ALL.

Absolutely unorganized and incompetent. Been trying for over a month to get loading dose of a prescription. Every time you call, you get a different reason why it’s been held up. Promise delivery dates and call late the night before scheduled delivery and say there’s an issue. Issue was that prior auth expired in the time it took them to receive, finally process, and be ready to fill. I’ve calculated the time I’ve spent on the phone with this company just trying to get the first fill of this med for my daughter, and it’s been over 3 hours. Finally had to get insurance company in old to advocate for us. Even then, still got a call the next day saying they couldn’t process med for delivery. Absolutely inexcusable that it’s been over a month to get a prescription processed. Usually insurance is the hold up. Nope not this time. The pharmacy is the problem. Completely inept and unprofessional.

They kept loosing submitted information. This is after talking to three different people over three days.

Doctor ordered the prescription, with confirmation and insurance information submitted.

I didn't receive the order after around two weeks. So I called their helpline, desperate to get my much needed medicine.

They responded that the request needs to be approved by my doctor.

They do not show a record of the doctor approval on file and I would need to have the doctor submit again.

The doctor did this and so I called them to find out when it would be shipped.

They stated stated that they were unable to find the record of the new confirmed approval. I told them that it has been approved twice, with conformation. At which point the support person requested help from others to find the record.

They eventually found the approval, but that they couldn't find my insurance info on file.

After realizing they were giving me the run-around and were not going to rush the order soon enough, I was forced to cancel and had the doctor order it local.

I have been waiting almost 3 months to get my prescription filled from Accredo. I keep getting the run around every time I call. First it was the co-pay assistance, then they said they needed clarification on the prescription, then it was a problem with their accounts receivable department. Now today I call and in a span of 10 seconds, I received three different answers. They said they tried to fax me. I said I don't have a fax. Then they said, no it was the Doctor and I challenged them because I had already spoke with my Dr's office, then he said they tried to fax my Accredo account. WHAT? Finally after being on the phone for an hour, I spoke with a supervisor, Angie J. She informs me that my request will be sent to the Escalation team and that takes 24 to 48 hours then they can send me my medication overnight. This is the most ridiculous thing I have ever heard. In order to overnight the drug, their escalation team needs 48 hours. This company is pathetic!

Accredo is an Incompetent pharmacy. I have to call every time for my wife's chemotherapy drugs because the app never lets me order. When we first used Accredo the app worked a few times then stopped working. Not only is this a hassle but a life threatening issue.

I have asked them to fix the problem being unable to order through the app but their IT Techs are incompetent. I have escalated it to a complaint with Management yet to this day it has not been fixed. It has Been 3 years without them fixing it. 3 YEARS!

Need to order by the 15th so I get the drugs by 18th yet app always says to call. Constantly getting daily automated phone calls to order 2 weeks before they will allow me to order. Unnecessarily fills up our voicemail box.

Calling is a whole other issue. Staff is not trained and rude. Takes 30 minutes on a phone call to get an order placed. If I was able to order through the app it would take 1 minute.

Our insurance has been the same, never changed and chemo drugs fully covered. Yet the billing department is inept and incompetent and sent us a bill for several months. After many complaints they apologized for their error. Every month the bill gets lower and lower as they figure out what they messed up but still have a small bill monthly that should not be there as the chemo drug is and has always been fully covered.

Incompetent pharmacy. Our insurance makes us use Accredo so we have no choice. Use another pharmacy if you can. Avoid at all costs!

Accredo has denied filling a new prescription and denied refilling my prescriptions on numerous occasions claiming I now have anywhere from $10, 000 to $4,000 (depending on who I talk to) in unpaid/past due bills from 2020 and 2021. When I switched medications from Copaxone to Zeposia, they told me i had over $10,000 in past-due bills for copaxone and they would not start sending Zeposia until it was resolved. All the invoices that ship with my medication say I have $0.00 due. I have never gotten a bill for these claimed charges from past years. When I call to try to resolve this, I spend hours on the phone getting through all the automated options, eventually get transferred to several different people in different departments that "should be able to help with this" and then get "accidentally" disconnected and have to start over again. I have asked multiple times for an itemized bill to be mailed to me, with a breakdown of the charges and they have not ever provided that. I have patient assistance that pays for most of my costs and they claim the patient assistance is out of funds. I go around and around between Accredo, medica (insurance), and patient assistance and get no where. The customer service at accredo is terrible and the fact that they just hang up on you when they can't help you is absurd. Billing should be mailed, itemized either monthly or quarterly and they should not be able to claim unpaid back-due bills for old charges that were never sent from over a year ago. I wish I had another choice in specialty pharmacy, but I do not and I'm stuck with this one. The only way they are still in business is because of crap billing practices and all the dough they're raking in from insurance and patient assistance, not from customer choice or satisfaction. Specialty medications are super expensive. Those of us with chronic diseases do not choose this and we are the ones suffering with no help.

I called to determine where my Benlysta prescription is. The automated message indicates that my insurance was cancelled and they are no longer handling the medication for me. I spent another day on the phone with insurance and my provider. They all suggested I call Acreedo back the next day. Third day I called Acreedo to check on the medication and they said my insurance was cancelled. I insisted they do some research because I had a prior authorization. After almost 2 hours a representative said it was expedited and she assured me that the medication would be overnighted by the next day and someone would call me. The next day I called and no one can find me. Eventually they find me and they are agitated with me and explain it could take another whole day which would be after the weekend. I AM A COLON CANCER PATIENT, LUPUS PATIENT AND MELANOMA. Is Acreedo SINCERELY CONCERNED ABOUT their patients? I have NEVER HAD A PROBLEM SUCH AS THIS WITH other specialty pharmacies. I am APPALLED. I DO NOT WANT THIS MEDICATION TO BE FILLED. I CANNOT SPEND ANOTHER WEEK on the phone. I WILL HAVE IT FILLED ELSEWHERE. THANKS COMPETENT Customer Service!