Accredo Health Group
Reviews and Complaints

Due to a change in my insurance, I began using Accredo in January 2021 primarily to order medication for transplant rejection. I take the brand medication because they offer co-pay assistance far cheaper than generic meds. In January 2021, I went almost two weeks without meds while Accredo figured out the issues.
Today, I received a bill for $4k for two medications, Prograf and CellCept. I normally pay $15/refill. So, I called and after 2 hours on the phone, I was told, they ordered one refill too early so the manufacturer's assistance did not pay. For the second medication, the assistance for the year had been exhausted.
When I asked why wasn't I notified, the rep said "I am sorry. We don't know if you will pay out of pocket, have FSA, or whatever." But, now I don't have any meds! And, I certainly don't have $4K to pay.
I have been using my co-pay assistance for 15 years. This is the first time it has run out. But, more importantly, why was a bill allowed to get so high without notifying me?
Accredo said when the refill is ordered, they quote the pricing without the co-pay. When I have asked why don't they verify the assistance BEFORE shipping, that is not their process. I have even told them do not ship and expect me to pay $2k. But, they did and now I will run out of meds in three days and I am panicking again. I could very well lose my transplanted organ.

Just going to get right down to it-
I placed my first refill order of Rinvoq at Accredo on June 2nd, a little after 1:00 (central time). It sounded like everything went thru, nice and smooth, no problems with my order. (I can't remember the name of the lady I spoke with, but she was a doll- much appreciated). I asked for it to be delivered this Friday (6/4) as I would be out of the Rinvoq in the next couple of days, and possibly out of town. That was no problem, she assured me and I was all set to see the meds on Friday.
Friday rolls around (today) and I realize the Rinvoq had yet to be delivered. So I thought I'd hop on the Accredo app, and see if I could find the status of the delivery. I looked it up and saw the delivery date was now 7/07/1907. Not sure what exactly was going on, so I thought it would be best to call and speak to someone at Accredo. I called at 3:30 central time, and spoke to a woman named Robbie (I think). I don't know if y'all don't give breaks there at Accredo, but this lady literally yawned in my ear no less than six times, in addition to short burst of exhaling air thru out the call. I was informed that I would not be getting my meds today. I was told my insurance failed to pay, so no meds for me. She was kind enough to run it thru the system one more time, and bingo! It went thru. I thought whew, that's great, when should i be expecting the Rinvoq. She told be she wasn't sure, it has to be sent back to a pharmacists, and it could be a couple of days before the meds would be sent. I told her that i will be out of the meds in 2 days, and why was I not informed that my order was not being shipped. No one called me, left a message, texted or emailed me that my meds weren't going to be shipped out this Friday, or any day in the near future. I asked Robbie, why did not one call me. Silence. I asked should someone have called me- yes they should have. I even had her check to see if anyone had called me. Nope, no one called. I asked her again, when might I expect a call from the pharmacist- a couple of days, but I can call and check on the status of I wanted. I informed her I will be out of meds in two days. She said that she put asap on the order. I'm at a loss at this point. I just don't understand why I wasn't contacted. It certainly sounded like everything went thru on the first phone call. How long would it have gone unfilled? Just spoke to Selena to check up on the status of my refill, and what do you know- nothing had been done to fill the order. I would not have known if I had not called. And no one can tell me why a phone call wasn't place to let me know. Amazing. I did find out that I won't be receiving my meds until Tues. I guess that a Monday delivery was just out of the question. I also reached out to customer service and I have heard nothing back. Amazing. I'm going to assume nothing will come on this either, but maybe I can at least give a heads up to anyone that may consider using this company.

I am filing this complaint against Accredo Specialty Pharmacy after having them withhold my prescription for over a month. My doctor contacted them and followed up with them every step of the way. After waiting for the insurance company, which was very quick, I was told Acreedo had all they needed and I should be hearing from them within 2 days. I called this morning, Monday 26, and was told they were still waiting for a script from my doctor's office.

This has been done on three separate occasions. I am without a drug that helps me function on a daily basis for my asthma. Also, I am at high risk during COVID and EXTREMELY upset about all the run-around.

Please let me know what I need to do to formally file a complaint and get someone's attention who has the authority to handle this matter.
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Ciao,
Cyndi Kingdom
"'Creativity is intelligence having fun" Albert Einstein

I am a care coordinator on a doctors office. I help to schedule patient refill of their specialty medications that we have prescribed. Every patient that is required per their insurance to use Accredo, deals with shipping delays, billing delays, and unreasonably long wait times when on the phone with accredo. I myself spend 2 to 3 hours on the phone with Accredo just trying to help 1 patient get their REFILL set up to ship. I am transferred to multiple people, none of which have the answers, and usually I am told that it will take 24 to 48 hours to find and resolve whatever the issue may be. accredo is by far the worst specialty pharmacy my patients and I deal with! Accredo is a barrier to patient care!

Having a really hard time filling my medications. Takes several hours and several days to schedule one fill. I am exhausted and stressed from having to communicate with Accredo. Unfortunately, this is the only pharmacy I can use for my specialty medication. Talking to supervisors or pharmacists is useless. The medications that this pharmacy is responsible for filling are life saving and essential for patients. This level of mishandling such expensive medication is unbelievable. I just spent hours on the phone with them with no resolution. Promises from supervisors to follow up with me never end up actually happening. My average time spend is up to 8 hours and several days just to get one fill scheduled.

Accredo forces their employees to make false documentation so they can bill the Manufacturer for repeated calls to the patients. Accredo creates duplicate accounts so patients get multiple calls over and over again. Accredo gets paid for most calls to the patient by the manufacturer for "education" provided to the patient. Accredo uses "Robo caller" to spam call people all the time. They don't care about the patients, they just care about all the money they can get from the insurance companies and the manufacturer. Accredo is totally unethical and if anything is said they pretty much tell us to shut up and conform. Totally illegal and unethical.

As I'm holding on the phone (45 mins) at this point with Xeljanz representation and Accredo, I feel compelled to file another complaint against Accredo for what can only be described as the worst company I have ever had to deal with.

Xeljanz implemented a Copay Prepaid Mastercard Program in January this year for patients formally on the "copay assistance program". Accredo seems to not have any knowledge of this new process. For the last two months, I've spend several hours trying to get billing issues resolved as a result. This added level of stress trying to get in contact with someone who has a basic level of understanding is unacceptable.

What needs to happen:
Accredo needs to delete all reference to the "copay assistance program (old program)
Accredo needs to apply my new MASTERCARD PREPAID COPAY PROGRAM (CREDIT CARD NUMBER IS ON FILE) to all Rx orders.
Accredo need to train their staff on the new process.

I'm a biologic coordinator. Last week I spent over 15 hours on the line with them about tow patients. I spoke to pharmacy techs, supervisors, and pharmacist. My patients still have not received their medication. One of my patients is autistic and when they don't have their medication, they will scratch their face causing bleeding and infection.

Every month we need to refill simponi injection at Accredo Specialty Pharmacy. Every refill requires multiple calls and hours on the phone. They talk you in circles, every person you speak with gives different reasons why it can't be filled. How awful for sick patients to have to deal with this to get their injectables. Today's call to Accredo supervisor Derius total call time 2 hours put on hold for 30-40 minutes at a time and would get on and say I'm working on looking into it. Finally, after 2 hours and 28 minutes, I hung up with no resolution. I Will have to try again later and hope I get lucky to get a customer service rep that knows how to do their job. I will be notifying BBB and provide copies of phone calls and the length of time they keep you on hold.

I have a skyrizi complete savings card that is supposed to mean I pay $5 per prescription filled. I have only received my first shot and already received a bill from acreedo for $2749.81. Called multiple times, gave my savings card info 3 times (each time being told it wasn't on file), participated in multiple 3-way calls with abbvie & acreedo; but still no resolution. I was supposed to order another shot last week, but I can't do that until I see a bill that shows I won't be charged this again. I am the patient - this should be between the two companies & not involve me. So I must stop my medicine, due to the incompetence of employees not fixing this. I am beyond upset that my open psoriasis is bleeding and I can't get my medicine, especially since this dispute has been going on since july and today is 8/17/2020. I only ordered the medicine because I was assured I would only be responsible for $5, not $2749.81. This is inexcusable.

NOTHING about this company makes sense. Today I spoke with yet another rep about a script sent in 1/30/20. They said they'd tried to contact my doctor on 2/3/20 because "information is missing". I asked which doctor because one left the practice, and the script was sent by my new one whom I haven't met yet. They told me the name. IT WAS MY PCP. I have no idea how they got his number or why they called him. Not only is he not a rheumatologist, but I never gave them his info! They said they haven't gotten a response. Gee, I wonder why! So the woman tells me at least 5 times that I have to get the new doc to call in and give info, but not only can she not provide what is missing because her screen is frozen (happened with a diff. rep on Monday, too), but she can't even access it because it's part of something different (I assume Express Scripts - also [censored]ty). I asked why no one reached out to ME to tell me there was a problem. No answer.
Other issues:
- send meds using cheapest possible shipping, and packages come messed up.
- Alerted you're receiving a shipment often after it's already arrived
- Have nurses call you repeatedly for "counseling" even though you decline.
- Most ridiculous phone procedure. If you happen to call after hours, not knowing them, the system still prompts you to enter all your info, telling you you'll be connected with an agent, only minutes later to be told to call during regular hours. Seriously? Could they not have a different intro when it's "late" (around 5pm).
- Must make a formal request approved by a supervisor to have a delivery on Saturday. WHY? What do they care when my meds are delivered?

I am thoroughly disgusted with this company. Express Scripts, who, I believe own Accredo, is equally a disgrace to healthcare services. It's a nightmare every single time. I WANT OUT.

Zero. Absolute zero. They have no idea what they're doing. I got my first prescription through them fine. Then when it came for the second they said it wasnt covered. I called my insurance they said it was. They basically told me they didnt know why and it took them over a week when they said they'd call me back. I was late for my prescription and had to convince the on call people to transfer it to walgreens where I could fill half the prescription and then accredo would figure out their end and get me the other half. Now I'm out of the first half and they call me saying the same thing they did before. Even after they said everything would be fixed and noted in the computer. So many people have lied. Now im currently in the process after 3 hours on the phone with them to get it transferred to walgreens permanently so I never have to deal with them again because they still dont know why they cant fill my prescription. I literally get sick every time I dont take my meds on time. I am very close to sueing they have no care for their patients. Absolutely worst customer service ever.

I have been receiving Enbrel 50ml Sureclick for years now. On January 27, 2020 I called in a refill and was told that it is denied because "Prescribing Dr. say discontinued due to upcoming surgery". This was news to me! Seems I should be aware of such things. I called my Docotor and they told me...No such communication. In fact, a new prescription had been forwarded on the 20th of January. It was incumbent on me to clear up this issue with Acreedo. I called Acreedo back and told them what the Docotors office had told me. Acreedo Again told me that I was having surgery, that no prescription had been forwarded and it was incumbent on me to clear this up with the Doctor. I would appreciate resumption of my medication as prescribed by my Doctor please.
My name is Daniel McArthur..529 Virgil Creek Road, Dryden, NY 13053.
I am not sre how much to put in the clear here...phone [protected].

I have Rheumatoid Arthritis, I've been on xejens xr for a year and never had a problem with Cigna specialty pharmacy. I did not expect to have a problem with it when our company moved to ACREDO.
I've had nothing but problems. Lost scripts, lost approvals, and missed medication. The people who answer the phones are very nice. One even spent an hour, telling me all about his meal from the night before. And the unfortunate side effects of said meal on his digestive tract. Unfortunately forme, he couldn't seem to get on the point of finding my missing prescription.
I'm more than fed up with dealing with them. Now I'm even getting the run around from my health insurance, because they don't know where to send my call. Because, ACREDO handles the specialty meds. It's not like I want my immune system to turn on me. But it has and I need this medication.
It's been a God send.

Every month, I get a refill of my Dupixent medication. Last time it was refilled was oct 26 2019 (after delay of 3 weeks). When I did not get a call one month later to schedule delivery of refill, I called and was told that they need a prior authorization from my doctor (despite them already being able to fill the prescription a month ago). Customer service representative said they will contact my doctor. When I did not here back by mid-December, I called back and I was told that I do not have a valid prescription which was not true because I saw my doctor send an RX from March 2019 with 11 refills and then again in October of 2019 with 11 refills. Someone also wrote a note that my doctor has left the practice so they can not request RX refill which is A LIE because my doctor is still there. Prior to my prescription being transferred to Accredo, my Dupixent RX is filled by Cigna specialty pharmacy and they did confirm that they transferred my RX from March 2019 with 11 refills and that was how I got my prescription on October 2019. I had a Cigna customer service person contact Accredo to fix this problem. My doctor's office also faxed another prescription with 11 refills on December 26. When I called Accredo on December 31 (more than 2 months since I last had my meds) they confirmed that they have everything and that my medication will be mailed by January 3. My medication never arrived. As a result I have been suffering from the symptoms of my atopic dermatitis since at this point, I have already missed 6 weeks worth of dose. I have been very frustrated with Accredo's poor handling of prescription and patient information, severely delayed delivery of meds, poor customer service (including Lying!) and overall all creating unnecessary work for the patient, the doctors and the insurance company!

Unfortunately I have the displeasure of having to use Accredo for a specialty medicine. I have been trying to understand since June 21, 2019 why after my official approval from the ProPeer doctor board that Accredo uses, I haven't been called to schedule my delivery of my medication. After numerous calls and a few disconnections, I have now spoken in the last week to 7 different "managers" that have given me 7 different answers as to why my medication was not scheduled. The first couple of times, no one even had my case and couldn't find the approval letter on file til I provided the case number. Then there was that the co-pay was too high. Not sure how they decide what I can and can't pay. Next there was that my secondary insurance was not on file, which seems odd since I've done this numerous times before. Third, they needed a diagnosis code which also seems odd since the doctor board they had review my case wouldn't have had that already to share. Now, I wait as the one person taking care of my account (Nicky) has been out for 3 days and they don't know if she'll be back this week. I have asked for follow up calls from the operations lead (Jamise) which I also don't get. This is a poorly run company and BCBS should be ashamed that they are in a partnership with them.

I have spent more than five hours on the phone with Accredo in the last few days in the attempt to get a medication filled, scheduled and delivered on a tight schedule. Every time I called I was told something different by the representatives, including that the prescription my doctor sent in not one, not two or three or four, but FIVE times by both phone and fax did not show up in the system. When my doctor called, Accredo had no record of me in their system until the doctor spent an hour on the phone with them pushing. I finally was able to schedule the shipment at the last minute and was told it would be delivered the next day, then called to check on it and was told it never shipped, and even that there was no record of it in the system. I was put on hold for more than 30 minutes without someone checking in. Some representatives were kind and helpful, others were plain rude and unwilling to go out of their way to check on my medication. I am still waiting to find out if this medication was shipped, and if not I will miss a dose which will lead to feeling really crappy for a week or two. Last time I missed a dose I was unable to work, and if that happens this time I will be unable to afford my health insurance and copay for this medication at all. I would like to sue Accredo if that is possible. So horrible it should be illegal to deal with this company.