Accredo Health Group
Reviews and Complaints

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.

On Monday 10/18 my daughter was admitted into the hospital. After an EEG was completed it was determined that she is suffering from Infantile Spasm seizures. This is a deadly form of seizures that can lead to SIDS. So the urgency in this case necessary. I was given Topamax to give to her while we waited on the Sabril from Accredo Specialty Pharmacy. On 10/21, I was informed that the prior authorization was completed with BCBS and they were waiting on the medicaid authorization. On 10/25, both approvals were done and the order was sent to them to fulfill. On 10/28, Accredo called me to tell me that they did not receive the secondary insurance information. I contacted her neurologist and they confirmed that it was submitted again on 10/29. They also requested urgent processing because of the severity of the matter. On 11/1 I called Accredo and they told me that the medication is on hold and that it can take 48 business hours to process the secondary insurance. On 11/4 I called Accredo again. They told me that I had 2 accounts. 1 with BCBS and the 2nd with Medicaid and that it is going to take a couple of days to combine the two and that again is going to delay the shipment. Meanwhile my daughter is having multiple seizures a day even with the suggested increase in the Topamax. So come today, I get a call telling me that there is a $6, 736.02 co-pay. I call McKesson Loyalty to get set up for the co-pay assistance program and she informs me that I do not qualify because my child has a secondary insurance! So why did they tell me to call you? She then calls Accredo back with me on the line and the associate says that they do not have her secondary insurance on file. I explained the 2 accounts issue and she was able to then locate another account. But then says that the secondary insurance is not active. She said that it can take 7-10 business days. Then she says that she sees that it has been escalated for urgent processing and that can take 24-48hrs. But again, that was supposed to have been done on 11/1 but she is now saying that it was done on 11/3. So I was advised to just wait for a call. I have been waiting long enough. I do not know what type of "compensation" I'm asking for. I just need my daughter to live and this company is jeopardizing it. I am writing this to basically have record of what is going on. And if there deems to be any additional injury or developmental regression I am going to hold this company liable and sue the pants right off of them. This is a life saving drug that my daughter needs and this company has made it the most difficult and frustrating experience. How can a medication that is so important be so hard to get? I know that without damages there is no case for me and I hope there isn't but if there is I already have a lawyer on stand-by.

Ashley Brown (mother of Emmalee Brown)
[protected]
[protected]@gmail.com

I'm presently using Humira for treatment of Rheumatoid Arthritis. The selection of Accredo was made by a Workman's Compensation Insurance Co (Sedgwick Mgt Clms.) Since the inception of using Accredo I have been screwed around each time I needed the medication. In August 2021 I contacted Sedgwick to complain about not getting the Humira filled. They referred me to Matrix Pharmacy. When I contacted Matrix they told me to go to Express Scripts. SWhen I went to Express I was told that Accredo handled my scripts. Finally received my August 2021 medication. It was now time to renew the prescription and I went on line and did do. Waited for over a week only to find out a stop was placed on the order. Called Accredo several; times
and asked why the stop. Eventually the pharmacy stated they needed a new script from the doctor which was sent. Please review your phone records from 10/26 to 11/3/2021 (Rx#555-[protected]-1. ) Your company's customer service is awful and customer notifications are poor

I've been trying for over a year to get my medication through Accredo. I've been to three doctors who have written the same prescription and sent several authorizations to Accredo. I've been to three doctors because two literally gave up dealing with writing authorizations, etc. Then, nothing. I have to get in a chatroom with them nearly every day, have my wife call on the phone, while I'm in the chatroom. It's allegedly resolved, then it starts all over. I'm not sure how they've not been sued for neglect.

I have been assured for over a week a medication would ship so that we could begin. Each person I have talked to has given me a different story about why they cannot ship - doctor's orders, insurance denial, cannot ship to an office, another company filled it, someone within the company was filling a refill and not the starter dosage...Each person I talk to even within hours of each other has a different story. We have been attempting to get medication for about a month now and still do not have it. I have been required to call doctor and insurance myself and facilitate calls between them all because they cannot get is straight. The company does not have employees that can write a complete note in the file, so each time I have to start over. I have dealt with employees and supervisors and resolution team and still have not made progress.

On 10/21/2021 I'm spent an hour on the phone with Accredo and Blue Cross Blue Shield. I was informed that the product Cosentyx, which is being overnighted to me, that I would have to refuse the delivery because Prior Authorization wasn't in their system.
However, the only way a product gets shipped from Accredo is to be assigned a Specialty Account Manager who takes care of the shipping, and the only way to get a Specialty Account Manager is if the product has been approved.
So now I have to go back to my dermatologist to ask them for a 6th time to resubmit a PA (Prior Authorization) to Accredo basically starting the process all over again.
I've never dealt with such an inept company in my entire life.

They always refuse to fill my son's medicine lie lie lie lie they blame insurance but insurance says there lying to fill 9 months straight then on top of that my son has c.f. and they purposely let him run out of medicine IV lost pay IV lost weeks of work I can write a book actively seeking a Attorney.

I have been working on getting my Rx for Aubagio since September 20. First they say they needed a Prior Authorization. After numerous attempts by my Dr., prompted by phone calls from me, I found out that Acredo was transferring the Dr. to the Tricare system and not my Blue Cross primary insurance. Tricare kept denying the Rx since it is not my primary. I was finally able to get the correct number for my Dr. and gave it to my Dr. During my appointment October 13, 2021. The Prior authorization is now in place but then Acredo stayed my Rx had been cancelled because there was no Prior Authorization. They finally said they reactivated the Rx and just needed to talk to my Dr. The person from the leadership team I talked to. Melissa G said she would oversee and expedite the filling of the Rx. When I called again on the 15th of October I was told that I did not have copay assistance and so I was transferred to Savon. They say it will take 72 hours to process. I asked Melissa at Acredo about this and she said it was in place. It was not! When I called Express Scrips patient line, they say I don't even have an Rx for the medication.
No matter what I do, they have an excuse for not sending me the medication. I received an automated call from Express Scripts saying the medication was approved.

Accredo has not sent my sons medication refilled on September 15th, they said it would be at my home on the 28th, they never requested the Prior Authorization from the doctor. My son needed his medicine to be taken October 1st and still no response from them. After talking to five people still nothing. With private insurance you cannot even get your damn medications. Worse than any universal healthcare. Big Pharma does not give a damn. They are allowing people to die even with insurance and medication paid for. My insurance carrier Aetna said I had to use this pharmacy, this is communism.

Two weeks ago I called Accredo Specialty Pharmacy to get a prescription refilled since I was unable to complete the request on the app. I then had my doctor call to preauthorize the refills which I see was completed on September 14, 2021. Friday, September 24 I called back to check the status as the app showed pending Pharmacist verification. They confirmed the request had been submitted and would have the order expedited to management for approval and to expect a call from a manager. I have received no call. Today, September 27, I called in the morning for a third time in two weeks to check on the status. I was told they wouldsubmit a form to expedite the request. I asked if there was a person who could push this through to ship out same day. She said "hopefully" it would be sent out tomorrow. I am two weeks overdue for this medication. This pharmacy is the only one my insurance will cover for regularly prescribed specialty medication.

Literally the worst specialty pharmacy I have ever worked with and I honestly didn't think that was possible. They make arrangements, but then fail to honor said arrangements. Are incapable of interpreting that a latest prescription is the valid prescription when it is for the same medication or processing new prescriptions in an orderly or timely fashion.

On Saturday, August 28, 2021 I received a past due notice from Accredo in the amount if $4, 739.73. Since I have never heard of Accredo, I tried calling but of course they were closed. I called again on Monday, August 30th and spoke with a woman who stated that although she was able to pull up my account (and I use that term loosely as I've never used Accredo) but didn't show a balance due. However she told me exactly what medication the bill was supposedly for, who called it in and when it was called in. Bonita at Dr. Kalb's office called a script for Skyrizi in on September 22, 2020. I have never been to a Dr. Kalb. The lady at accredo stated she was unsure why I was receiving a bill as the script was transferred to Walgreens Pharmacy, whom I have also never used. When I got my mail that day, I received ANOTHER bill from Accredo stating that they billed my insurance $17, 762.37 of which the insurance paid $13, 022.64 leaving me a balance of $4, 739.73. Not only is this a fraudulent bill but this company is collecting from money from insurance companies that they are not due. When I asked WHY I was getting these bills the response was "I'm not sure". This is ridiculous, fraudulent activity and I would like it cleared up immediately!

Every month I call Accredo Specialty Pharmacy for a refill on my medication and I nearly always spend over 30 minutes on the phone. Today, Aug 27, 2021, I called at 10:00 a.m. eastern time and it is now 10:48 and I AM STILL ON HOLD! I do not understand why that would happen even one time but I am now convinced it is intentional. I suspect that a note in my order history says "MAKE THIS GUY WAIT". If it is possible, I will find another pharmacy for my medicine. There is no way they are going to improve this situation. I give up.

Have been desparately to get a medication delivered for my Son for his psoriatic Arthritis for 2 months and 1 day. Drs Office and I have been relentless calling every other day. All Pre Authorizations and other requests asked of us have been submitted...quite a few times. This is DELAY OF CARE...no other way to put it. The prescription has been approved but they aren't sending it

My wife has RA and our insurance uses Accredo as the Specialty Pharmacy. Anytime we use this pharmacy, it is nothing but stress and problems. One of the biggest right now (Monday, August 23, 2021) is that for two weeks we've tried to get her prescription to our home with no results. No results after supposedly a manager two times giving the go ahead for the medication to be overnighted to her. Of course, I'm sure these conversations are not recorded (I've thought however each time she answers to start with a disclaimer of her own that the conversation is being recorded, yes seriously.) however phone records will show 30 minutes wasted each call with the same conclusion, ‘we'll have the medics sent out overnight to you… our apologies'. Nothing still at three weeks, no medication that helps control her RA. Either they don't care, or there is something else going on that they don't want to be upfront with….

I contacted Accredo and let them know I was stopping a medicationRINVOQ and resuming stellara ( I had refills available). I was given a delivery date for two days later aug 12. On aug 13 I had not received it and logged on to discover the incompetent person I spoke with discontinued both medications! They should be fired. That is negligence, medical error, obstruction of care and led to extremely delayed medications. I had to change to another specialty pharmacy because of this. They will not respond to messages . They had a ROBOT call and prompted me to keep pressing buttons and never got a human being! I am not a robot I speak only the English language and pay my bills in full. I expect HUMAN respect!

WORST SPECIALTY PHARMACY EVER!

I have had the misfortune of dealing with Accredo's Specialty Pharmacy since changing insurance companies at the start of 2021 and EVERY MONTH requires a minimum of 2-3 hours of phone calls to get my medication covered and the refill ordered.

To top it off, because of some ridiculous 3-way payment split, there is always a mysterious $500 charge that when questioned goes away immediately. I'm told every month the charge was in error due to how they bill.

EVERY...MONTH...

Over the 2021 4th of July weekend, FedEX was kind enough to sit on my refrigerated medication for 5 days ruining the dose. For the sake of brevity I will say it was a fight to get a replacement scheduled...but that's not where the story ends...your pharmacist decided to CANCEL THE ORDER. Was I ever notified? Nope. I had to call you back to discover why the shipment of meds never arrived only to be told that I was refilling my order to soon. Again it was another fight to get a second replacement scheduled. That dose arrived 3 days after I was scheduled to take my medication.

Fast forward to August and I'm quickly approaching my dosage date with no medication once again. I called to see why I wasn't notified for a refill and got told again that I was ordering too early. I had to fight for an hour with your people to get my prescription refilled as your system continually told them I already have enough...REALLY?! I asked her if she wanted to see inside my fridge and count how many doses I have left and I was put on hold while she tracked down a pharmacist. Apparently the replacement order for the ruined dose last month wasn't put into your system correctly. It should have be filed as a replacement order...not a refill.

Now that I finally have a dose scheduled, I have crossed my fingers in hope that it actually arrives on time and I can take my dose (at that time I will be 3 days past due). I don't even want to think of how many phone calls I will have to make if another dose gets damaged or lost!

Optimum Specialty Pharmacy gave me zero issues and made me think that was how it always worked...boy was I wrong! The worst mistake in my life was switching to a plan that uses your company...and I've known plenty of mistakes in my life.

Don't know where to start. From
Pharmacists making dosing errors and trying to hide it not knowing I'm a Pharmacist myself.
Wrong delivery, not delivered on time. Lies, more lies and more lies. Supervisors assuring me the medication would be delivered at a specific date. Me traveling my family to help me
And then finding out the never delivered the medication and just doing more excuses. I've dealt with plenty specialty pharmacies before but Acreedo has won every mediocre award.

I would provide a date, but there are too many to remember. I have had Accredo since January 2021. Since then (and we're in the beginning of August 2021, so roughly 7 months) I have called them no less than 5 times. Each time it is because they do not have something in regard to my specialty medication; whether it's prior authorization (which I jumped through hoops to do January 1) or them shipping on a wrong date/not clearing a shipment with me and refrigerated medication being spoiled (twice), or the current issue of a prior authorization that is in place through June 2022 and yet they can't seem to find it. After being on hold FOR AN HOUR I finally hung up and called again. The poorest "customer service" ever. They say they care about the patient, but they don't. If my medication were life or death I would be dead by now. Yes, it is a necessary medication for arthritis, but I can at least live without it for a few days. It has become SO BAD that I am talking to my doctor about alternatives simply because I don't want to have to deal with Accredo ever again. I AM GIVING UP ON A MEDICATION THAT ACTUALLY HELPS ME BECAUSE OF THIS HEADACHE OF DEALING WITH THIS CRAPTASTIC PHARMACY. Accredo should be shut down. They only care about money.

The pharmacist at acredo make errors routinely. My cimzia is supposed to be delivered/dispensed every 4 weeks. But acredo has changed my prescription to every 8 weeks without anyone's Consent or permission. That Is not how the rx is written. Then the customer service reps cannot get the pharmacists on the phone. I waste hours and hours trying to get it resolved. Still not resolved.

Further specialty medications cannot be filled online nor by the automated system as these specialty pharmacies do that on purpose to make things more difficult. They won't call you, they won't remind you, they won't auto fill, they will only make it complicated and difficult for something that is routi e.