Accredo Health Group
Reviews and Complaints

After 16 calls to them I have still not received my lifesaving medicine. My dr has faxed over 4 prior authorizations and the rx was faxed 3 times. I was on the phone two entire hours with them —once again— yesterday . I’m 3 weeks overdue on nucala and on feb 10 I had to rescue ten times with my albuterol and be put back on prednisone for severe asthma attacks caused by not getting my medicine. I could die with an asthma attack as I have severe eosinophilic asthma. All caused by the ineptitude and negligence of Accredo. It’s been 3 weeks overdue now and I have not seen it. This is so frustrating and very scary for me. It is a goat and pony show there— no one is able to deliver on their word. No one person follows all the way through on this issue. Very poor customer service and dangerous to me and my life! They need to rectify their system errors before someone dies!.

I use Accredo for 2 of my daughter's medications. Between myself and my doctor, we have literally, called 24 times, over an hour each call, over the period of two weeks. My insurance just changed, and now we are about to go through the same thing. It is absolutely unreal... I have asked have one person follow our account and am told they can't do that. I did have one supervisor give me her direct line and promise she would follow the account, only to find the extension she provided was no good.

24 hours to fill two prescriptions is unacceptable. It looks like there is similar complaints. My daughter is also going without medicine now, even though I planned ahead of time and did everything in my power to prevent this from happening. This company should have a class action lawsuit for medical neglect, something.

For the period of time between 1/27/2022 -02/8/2022 I have been unable to get medications for treatment of Rheumatoid arthritis.

Prior to the "weather delay" one week prior this request for medication refill was made. A member of the specialty pharmacy called my Rheumatology doctor and advised them to discontinue my medications because I have metastatic cancer. THIS was news to me, as thankfully, I do not have this diagnosis this situation took hours on the phone to clear up.

In the meantime I have called every day since 1/27/22 , now I am starting a flare up, as I have missed my dose, which I have explained, is something that effects me. This medication has been prescribed since 2018, people should not have to beg for medications that their insurance company has already paid ACCREDO for.

As for the weather delay how can an organization not have an alternative plan for patients that rely on deliver. One dose to be dispensed at a local pharmacy.

This is unacceptable, and has made me feel that accredo finds patients with certain conditions dispensable .

I have been trying to fill a prescription for four weeks now. I have called over 20 times over four weeks and always get assurances they need one more thing and it will be ready. I have talked to three supervisors about this and still have not gotten this resolved.

It is extremely frustrating to be without my medication for four weeks and having to deal with this problem. Blue cross/premiers should get rid of Accredo, it is the worst specialty pharmacy to deal with. I’m so fed up with this company.

I made an order on through the Accredo app 1/21/22 and I was expecting delivery by 1/27/22.

The order was accepted and no problem was reported to me by Accredo. I called Accredo on 1/28 and I reported that I had not received the order. I was told a new order would be shipped out. I called Accredo on 2/1 and informed I had not receive anything. I was told that my order required refills. I called back on 2/3 and spoke with leadership; nothing came out of this. On my 4th call on 2/4 I was informed that my order required a prior authorization. To repeat I called your office three times about a problem getting my medication and was not given the correct information. There was no follow up to my problem.

This took 4 phone calls and approximately 1.5 hours of my time and Accredo personnel time. At this time I still do not have medicine.

I spend hours, days, weeks on the telephone to get my Inflectra that I need for Severe Crohn's Disease and Ankylosing Spondylitis. I have had three bowel resections and an ostomy.
I need my medicine for the IV Infusion to be delivered in a timely manner, every two months. No excuses. I am transferred to multiple people, phone disconnects and I do not receive a call back.
I am told week after week that my order is waiting for pharmacist to approve. How long could it possibly take to approve the order and supplies?

Lost a prescription and required doctor to send a new one. Then told me it takes 5 to 8 days just to process the new one. In the mean time my child had no medication and is suffering withdrawal because they have no capacity to do simple paperwork. They don't care about patient safety or suffering just their own incapacity to do paperwork. If you have a choice don't work with this pharmacy they are not organized or efficient.

Went to the doctor on Jan5 2022, by Jan7 2022 I received word from my doctor's office that the medication was approved and the authorization was sent to accredo. For the next week I didn't hear from Accredo. I called them a week later (Jan17) and they had no record of the authorization being sent over. I confirmed with my doctors office it had indeed been sent. Called Accredo back (now it's the 19th of Jan) and someone finally tracked it down in the wrong spot (?) In my file. They put a rush on it to send it to pharmacy to have it filled. Now it's Jan 24th and I called today for a status update and it's still pending. This shouldn't be that hard to get my medication. I am currently out and I can not function normally. Accredo is the worst.

I keep getting refill calls from you even after my insurance provider changed 1-1-2022.
I've talked to an (inept) call rep each time and explained that. I'm STILL receiving calls. This is now harassment . You need to update your database. I am getting more attention from you NOW than I did when I was your customer.
Your pharmacy screwed up my order EVERY MONTH and it took 3 sometimes 4 calls at 20-40 mins each to get it fixed. Stop hiring idiot operators who can't speak a coherent English sentence.

Your C.E.O. only cares about how much $$$ they are raking in, not about making sure people get their life saving medicine on time.

Your company's ethics and morals are in the bottom of an outdoor port-o-potty at a state fair in 100 degree heat. Yeah...that bad.

I suffer from moderate to severe crohns disease. I have been on 3 treatment 2 of which I received through accredo. Stelara is the current treatment I am on and I am suppose to receive my treatment monthly. I have had to call them almost every month in order to get my treatment and every time I have the person I am talking to is not able to answer all my questions and struggles to get me to someone who can. They offer an automated text messaging delivery set up service which u agreed to and it workd maybe 2 times. This past month I didn't even get a text but online it said earliest estimated delivery is 01/11/22 but my treatment did not come. Delivery was never set up for this month. On the phone they struggled to set up the delivery due to system issued with my insurance and then some sort of pharmacy issue. The employee on the phone couldn't tell me what the issue was. I was on hold for a supervisor for almost 20 minuets and then some how we were able to get the delivery set up. I was never able to get information on what the issue was with my account and because of all this I am 9 days late for my treatment causing me pain and other issue that affect my every day life. Similar situations have happened over and over again where the employee couldn't help me or something in their system isn't working properly and I get my treatment days late.

After assuring Accredo Specialty Pharmacy numerous times that I was approved for 100% coverage for a very expensive medication (Forteo) by the pharmaceutical company through their program called "Lilly cares Foundation", and that neither my insurance company nor I was to receive any bill at all, I was still billed. I asked them repeatedly to refer to the information for "Lilly Cares" that my doctor sent through with my prescription. Accredo still went ahead and billed Aetna (my insurance provider) $2738.04 on 12/10/2021 and billed me directly $1272.13 on 12/24/2021. Since then, whilst I was unaware my insurance company and I were to be billed, they sent a second month's supply, for the same dollar amounts.

When I called back and questioned why I received this bill, as did my insurance company, I was told it was because I maxxed out of my "Forteo Savings Card". What? I never told them I had a "Forteo Savings Card", nor did I ask them to use a "Forteo Savings Card. I told them again, it was a "Lilly Cares "program (different program from Forteo savings card), that they were told numerous times to use.

Upon speaking with Accredo's billing manager "Debby" yesterday, 1/12/2022, she explained to me that Accredo absolutely does NOT participate with the Lilly Cares Foundation. I asked her to pull all phone calls between me and all of the customer service reps as I made it abundantly clear that this medicine was 100% paid for by Lilly Cares and neither my insurance company nor myself should see a bill. Customer Service should have known this, and red flagged the order right there.

For the 2 months I have been sent medication, Accredo has already collected $2738.04 from Aetna, is attempting to collect $1272.13 from me and is currently in the process of collecting those same amounts again for the second shipment, for a total of $8020.34! All the while knowing I had a right to get the medication through a foundation set up for individuals like myself who are on disability, low-income and unable to afford this very necessary medication.

It is my belief that Accredo pushed my order through, committed insurance fraud by presenting these claims to my insurance company against my wishes (and insurance rules) and is taking advantage of a disabled person by telling me I am responsible for these bills when I have told them from the very beginning, I was not to have to pay for it. It was their responsibility from that first phone call to let me know that they would not work with Lilly Cares, and I would need to go back to my doctor to find a different specialty pharmacy.

As I write this, I am waiting for a return call from Accredo which I am told could take 3-5 days for them to pull and review the phone calls. I am putting this complaint out there now because regardless of if they make this right or not, it should never have happened and Accredo must be held responsible.

12/23/2021 12/26/2021 12/29/2021
My child needs her medication. This medication should be ran through MEDICAL drug benefit. I have enlisted the help of my doctor's office that has made several calls to Accredo an I have spent hours trying to get my daughter's medication.
The advocates (haha) are obviously not trained adequately to help fill all medications.
These are not the only dates of incidents. Every time this medication is due for refill I am put through hours of phone calls, anxiety and anger. No parent should have to go through this for a COVERED medication!

I have filed a formal grievance with URAC and NABP

On 11/22/2021 my doctor office sent the prescription for SIMPNI loading dose and maintenance dose. The insurance also authorized and I received a letter from them. Today is 12-21/2021, still I couldn't get it. I called almost 10-15 times, and every time they say that they need clarification from doctor office. I contacted doctor office every time and doctor office call them and clarify everything. But still next time when I call, they say the same that need clarification from doctor. Sometime they say that it was already shipped and delivered. After I say that I never received it and then they say that it was about to ship and then cancelled it as need more clarification from doctor. I am tired of contacting them and doctor office.

Do not perform the work correctly. Different and conflicting information when checking the order status. Personnel do not understand how critical is shipping the medication to patients on time. A significant waste of time calling accredo several times and it's a stressful and frustrating process. It's a big problem that affected my son's treatment.

I have been trying to get my prescription (Otezla) since September 21, 2021. It is now December 3, 2021. I have called approximately 10 times and every time I go through the same process. I have updated my phone number 4 times and spoke to a Pharmacist 3 times. I have spoken to several patient advocates and a supervisor and I get no action, only words. I have been without my meds for going on two weeks which were sample packs from my Doctor.
When this was first prescribed to me, the prescription was sent to a specialty pharmacy here in my home state but was immediately rerouted to Accredo because of insurance purposes. Things were going smoothly and on schedule until Accredo got involved. That is when everything turned to [censored].
I am a patient person but Accredo is being neglectful to my treatment plan written by my Doctor. Every time I call I get reassured that they are on top of it. It has now been 2 1/2 months to fill this prescription. If this is not incompetence, nothing is. Today I will consult an attorney on possible actions I can take.
This is neglect and Accredo is a joke. Do not use them if you can avoid it. Total incompetency is the practice they invoke.

I have just received a bill for $4932.70. This is for three prescriptions delivered August and beginning September. Statement was sent to wrong address. I called customer service, they told me my co pay assistance program had been exhausted, this was my responsibility. I asked why I wasn't billed after the first prescription wasn't covered, I was told they have 365 days to bill it out. I could have dealt with the initial payment that wasn't covered, which was $781.38 and done something about it. Instead, it has accumulated to the amount now due, with no notification whatsoever! I have been having problems with customer service with Accredo since starting on Humira in February this year. I have had to call every month, to get the co pay billed out, this call takes over an hour each time, much of it on hold. I spoke with a manager in July to voice my concerns, including having to call and have co pay assistance applied to my account. I was told it was the way it was billed out there, and I wouldn't have to call in future, as it would be applied automatically. Since August I have trusted this would be the case, only to receive this accumulated bill, three months later, delivered to the wrong address. This is not an amount of money to be taken lightly for most people, myself included. This is extremely unpleasant and stressful, not good for a person with RA!

This pharmacy is run by idiots. My doctor ordered shots for my arthritic knees SEVEN weeks ago as of November 18th I have yet to receive them. Both my doctor's office and I have made numerous calls to inquire why they haven't been shipped. We have gotten nothing but run arounds, phone transfers and hung up on. I should mention that my insurance has already approved the medication. I can barely walk I'm in so much pain. My fervent wish is that every employee who passed me around, every "supervisor " and every pharmacist who wouldn't speak to me should suffer the way I'm suffering. This pharmacy is without a doubt run by uneducated [censored]s who apparently don't know or care about good customer service.

Accredo is billing us $2, 793.93, and is unable to provide explanation of the $2, 793.93 balance. We believe that Biogen reimbursed them for this amount in 2020. However, it it no November 2021 and they still can't provide us an explanation of what this amount is for. They drop calls, and never call back. We've spend dozens of hours on calls with them, and they are unable to provide any backup or detail for what the bill is for.

Customer Clerk, Helen was rude and not helpful at all on the phone today. I have been without medication for 5 days. She asked the same questions over and over and was incompetent. Go home, other people can do the job well. Not acceptable customer service at all. Withholding healthcare is against the law.