Express Scripts
Reviews and Complaints

"Through bold action, specialized care, data insights and innovative solutions, we deliver smarter pharmacy services - making healthcare more affordable and accessible for millions of people."

"We are sorry you are having problems"..."We are sorry you feel that way"..."please email..."

Okay, so your mission statement is a BOLD lie and misrepresentation. "Specialized care" - ummm, pharmacists are not doctors, clerks are not nurses. Denying medicine for patients is not "innovative", it is medical malpractice. You save money by sending substandard generic medicines and denying medicine to make a millions because either the patient paysnout of pocket or, god forbid, gets worse and requires totally different medicines.

I have a cardiac disease, liver disease, sleep apnea and lung complications. Now having stomach problems. The medical professionals aka pharmacists have denied my antibiotics and said I need to take antidepressants for stomach pain. Nevermind that pain was never in my diagnoses. So a pharmacist is making up a diagnosis for a problem I am NOT having. I do not recall submitting to a medical exam by a pharmacist. Now this same pharmacist medical group has decided that I do not need my MD prescribed breathing treatment medicine in favor of a cheaper less effective brand. Now, if this lesser quality breathing treatment does not work, I am heading to a heart cath procedure. So rather than do as the MD prescribed, the pharmacist has condemned me to the pain and expense of a heart cath. Bully for you! How innovative! Tranfer the cost of the meds to the cost of a medical procedure. Awesome thinking! I hope your supervisors take note of your savings and give you a wonderful bonus.

I am sure Tricare appreciates it as well but I bet they do not know that increased doctors' visits, emergency room visits and additional procedures may have been caused by a PHARMACIST diagnosing and denying patients their MEDICAL DOCTOR prescribed medicines!

You guys just suck- plain and simple. You interfere with patients' qualities of life and ADLs. So I hope you are proud of yourselves and go home every day feeling great about the crappy effect you have on peoples' lives!

I retired 01/2016 I had express scripts for years while working for the state of new jersey. When I retired I kept express scripts. I began making my payments. On 02/2017 I called to make a payment and was told my account was on hold and I had to make a payment which I owed from 2013. I did give the amount owed since then I have called and spoke to reps and supervisors that promised to investigate and they would get back to me never did who took that money? Also I was charged for my antibiotic pills full price I called and was told my drs office has to call express to have it okd when did this start and why was I not made aware of this.
Linda grossmith
2 wild azalea court
Annandale n.J. 08801 member# [protected]

This is the first time in my lifetime I have had a company that used Express Scripts as their service for prescriptions.

I have found they are very difficult to get answers from, take a while to fill prescriptions, and generally don't document things well.

An example of this my spouse takes a management medication for arthritis. It look over three weeks to finally get a hold of the correct people to get the prescription filled and then mailed out. We had to call back eight times. Each time we found they did not document previous issues and what the current hold up was. For example, the first call they said the medicine was not covered. I checked with our insurance broker, and they advised it was covered. Then, once that was determined, Express Scripts was supposed to get the all clear my company's HR or the company's insurance broker. It took three calls just to get that part to occur. Once the medicine was approved, we were advised it still had to be be approved by the prescriber as medically necessary. Once that was resolved, a co-pay program was setup. It took several more calls to get Express Scripts to get the co-pay program working in their system. Since it's a daily maintenance medication, you would think a 90 day supply work be approved? Nope. Express-scripts said the insurance carrier for prescriptions (which is Express-Scripts) would only send out a thirty day supply at a time. I have had no issues with our former insurance company providing a 90 day supply. Why Express Scripts would do this is beyond me.

Now, get this. Express-Scripts and their specialty branch, Acredo, operate as two different companies and have different coupon (or do pay assistance from a drug vendor) policies. Express-Scripts does NOT honor coupon programs, while Acredo does. Here is the rub. You can't order just any drug from Acredo. Express-Scripts controlls what drugs each of their own companies will fill. It's designed to make the consumer pay. Thank goodness I was smart enough to work with the vendor of another maintenance drug that is medically necessary and they advised me of a way still to get the discounted rate even if the pharmacy that fills it does not accept the insurance.

I had my doctor send a generic prescription for a controlled substance (oxymoron 20 MG er) to express scripts pharmacy because I couldn't afford to pay $95 for the name brand at my local pharmacy. My doctor changed my prescription from a higher dose and ordered generic. I received a bill for $95 from express scripts for the new medication prior to receiving the medication. I called Express Scripts to ask what the bill was for and I was told a prescription for Oxycontin, a controlled substance was in transit. I told the woman I spoke with that I would just refuse the delivery because I hadn't authorized a delivery for this medication and that my doctor ordered a generic.

She told me to go ahead and accept the medication and use it and that she would put in for a refund request since I never authorized shipment of the Oxycontin. She told me someone would be in touch regarding my refund.

Last week a man called me from Express Scripts and told me that I must return my controlled substance (Oxycontin 20 MG ER) if I wanted to get a refund. I told him it was illegal to return a controlled substance but he insisted I return it. I requested to speak with a supervisor. He told me one would contact me within 24 hours. Today I received a missed call from supervisor Liz. I returned the call but she could not be located. I therefore spoke with Shenekia, Supervisor # P63909 whom confirmed that I must return my controlled substance for a refund. She also informed me that had I refused the shipment, I would not have received a refund and my account would have been sent for review even though I never authorized this shipment of Oxycontin. I also informed Shenekia that not only is it illegal for her to request that I return a controlled substance but Express Scripts policy clearly states online that controlled substances cannot be returned. She continued to tell me to return it if I want a refund. I then requested to speak to her supervisor. She told me one would be in touch but could not give me a timeline.

I just turned 65 in Dec 2017, and was automatically switched over to Express Scripts (Medicare supplement) by my former State of Virginia employer. I have yet to get a single prescription WITHOUT having to make numerous calls on every one, confirming my address (hasn't changed in 35 years), authorizing the meds to be sent (my call to order the med isn't an authorization for some bizarre reason), my life sustaining insulin order has been cancelled 3 times (I get no explanation, when I ask why), they question my doctor's orders (my Dr. has called me to ask "What in the hell is the problem with your prescription plan folks?"), and the Express Scripts folks cannot even see the screens that I look at on THEIR WEBSITE! The folks that I have talked to on at least 30 calls in 2018, to find out what is wrong, are the most incompetent staff that I have ever experienced at any business in my entire life! This Medicare Supplemental Plan is an embarrassing disaster for State retirees. I have to stay on it, so my spouse can continue to keep her Health Insurance until 2021, when she turns 65. If not for that, I would drop this plan TODAY ! State retirees deserve better than this.

I do not believe the price increase is fair, I retired from the military after 23 years the one of the reasons I wanted to stay in the service was for the free no cost medical that was promised as each year go's on there is more cost, now at 65 years old if I decide I don't want medicare Tricare takes away benifits and I have to pay for part B where is the free medical I was promised after retirement with the milirary the govenment lied to me and all the other retired veterans.
We should not have to pay 1 cent for any healh care/meds fix this sad system.

Tricare last four 2365, Patient Deborah L.. Dickey; 07/15/1956. I have been taking Nexium for many years and have had this prescription filled through Express-Scripts for over 19 years. Suddenly there is a problem getting a refill there is medical documentation, that should be in your records that explain why I can not use this medication in generic form. I received a call today 03/08/2018 from my primary care doctor saying that my prescription request was denied; this has never happened before.

Please explain to me why this is a problem and I'm being denied a medication that works. I checked the express-Scripts web site that explains there is a copayment for the brand name, not one representative even brother to mention that.

I may be reached through this email address but prefer telephone contact at [protected]. Thank you.

I am requesting a refund of $252.19 for prescriptions incorrectly sent to me.

I was Retired as of Jan 31, 2018 from US Bank and no longer have employee medical coverage. December 2017 I requested all my drugs stop automatic refill via the website. This was because I did not want to incure a deductible that I would have to pay for just one month. This was done in Dec. 22(?), 2017

I received two prescriptions on January 20th, 2018, that Express Scripts insists I did not cancel the auto refill on. They supposedly show I had cancelled auto refill on all my other drugs but not these two. I did cancel ALL auto refills in December on their internet system which I have used before and am not a new comer to using their site.

On Jan. 22, 2018 I contacted express scripts with the problem that meds were sent out even though I had cancelled auto refill and explaining why.
Shakera put me on hold and checked with someone who told her the dollar amount was too high for her to make a decision on and would have to be forwarded to accounts receivable 2018. They would get back to me within 72 hours which would have been Jan. 25, 2018 at 3:30 pm Pacific Time.

I did not hear from anyone from Express Scripts as had been indicated and was unable, due to illnesses to follow up until February 2, 2018. I discussed the problem with two people, mostly with Josh, employee number P4646 (which he provided when asked for). He indicated nothing he could do, it had been reviewed, (I guess by accounts receivable] and rejected.

I asked to talk with the department who had rejected it. Josh indicated he couldn't do that. I asked for him to review his computer of my account. He saw that even after I had talked to Shakera and requested she make sure no automatic refills were still showing, one for a very expensive drug was showing up as auto refill. Josh quickly said he could take care of that for me, as if that would solve my compliant. (Interest to note, that particular drug no longer shows at all in my prescription history on their website).

I explained to Josh that their system was obviously not reliable and that I had many problems over the past years with auto refills being dropped without me requesting it, or auto refills being requested per phone call to Express Scripts that I had to talk to several people over several days who supposedly fixed the problem. This usually happened around the beginning of the year.

Josh insisted that their internet website was "very reliable" and would not admit that obliviously right in front of him was an error that he had to correct for me.

As far as getting back to me within 72 hours, that was incorrect. No one would get back to me at all according to Josh. This 72 hour policy was for interdepartmental communication. He said Shakera gave me incorrect information.

Josh's person that he reports to is Mary R, but he said she would not talk to me. By the way, Josh told me they use their first names only, no last names are ever given out. I did ask if they used their real first names and he said yes.

Insisting I needed to talk with someone above him he said I would need to talk to a "third level" customer service person and no one was available. He said anyone I talked to would give the same answer he was giving. I told him I wanted to talk with them anyway, requested a callback and a name of the customer service person who would call me back. Josh couldn't give me a name, said he didn't know who it would be. Asked him for a name of at least one third level. Wouldn't give me a name.

Due to my disability I am not always available to talk, so callbacks are very difficult for me. I requested an appointment call back so I would know when to be available (or have an advocate available at least). We decided on Monday or Tuesday, Jan 5 or 6th between 1pm and 3pm. I followed this up with a note to customer service, No call back ever received.

I've tried to recreate the conversation with Josh, but so much of it was convoluted and Josh was obviously trying to do his best to cover for the problems presented. He flat out told me I had been given the wrong information by staff, but made no apologies or attempts to correct the situation were offered.

Resolution I am requesting
I have not opened the mail bag that the prescriptions came in, it can be sent back. I am requesting a total refund of the $252.97 for the prescriptions incorrectly sent to me.

We have had many problems with Express Scripts in the past. They take at least 3 to 4 weeks to send out a prescription, so we are always in the position of paying ridiculously expensive expedited shipment charges. Furthermore, I have NEVER received my sleeping pill from them even though they say they have mailed it. I believe someone within Express Scripts steals controlled substances.

Our latest debacle with this company is that they told us we could no longer fill our prescriptions at Kroger, that Kroger was no longer in our plan. I contacted our company and this is not true. I called Express Scripts again and spoke with a different customer service rep who said that Kroger is in our plan, but if we use them instead of using Walgreen's or Express Scripts, we will incur a severe penalty.

I insisted on speaking with a supervisor. I told the supervisor I wanted a cost analysis of the cost to us of filling our prescriptions as Kroger versus Walgreen's. I already knew that every one of our prescriptions is cheaper at Kroger than at Walgreen's. At that point, the supervisor acquiesced and admitted that we could use Kroger without any penalty.

Obviously, Express Scripts makes a greater profit if the customer uses Walgreen's or Express Scripts instead of Kroger. The supervisor denied that his underlings were told to try to make customers use the retail outlets that are more profitable to Express Scripts, but I don't believe it. I told him the problem is one of the following: 1) Employees are told to shift customers to retail outlets that are more profitable for Express Scripts, which is dishonest; or 2) The employees of Express Scripts are very poorly trained and don't understand the prescription policies they enforce. Either explanation is a bad reflection on Express Scripts.

This is one of the worst companies I have ever dealt with. If you must deal with them, insist on speaking with supervisors only.

I have been trying to get Enbrel for 3 weeks. At first, Accredo said doctor had not provided dosage information and that no prior authorization process was needed. The Doctor was on a vacation, but worked with Accredo despite that. Accredo called us and confirmed with us that they had everything and will be shipping medication immediately. Fast forward one week, I am still waiting for meds, I call them back and they say the only information they have is for Humira and that their scribe took wrong information (I am allergic to Humira and hence my need to be on Enbrel). Then 4 calls and hours on hold over the phone, they tell us they need prior authorization, even verbal would work and I should try to be positive. Doctor's office complies and calls first thing in the morning. She is told its not sufficient. We get back to Accredo and they say the Doctor's office has not spoken at all... another 2 hours on hold and they say the Doctor's office has been calling wrong people and it's not their responsibility. I was on other line while the Doctor's office kept trying to sort it out with them. Now they say that Accredo can't do anything, it's Express Script's issue... Long story short... I still have no medication and nobody wants to be accountable for this...

I recently was denied a refill on a prescription I had for Restasis by Express Scripts. I have been prescribed the medicine for dry since 2011. After getting my eye exam, my eye doctor wrote a prescription for Restasis and followed all the pre authorization requirements. Express Scripts review board denied the prescription stating it was unnecessary medication. My eyes do not produce tears in sufficient amounts which could lead to corneal abrasions and vision loss. That's not necessary? It's ridiculous. This is the only medication I use regularly and it's denied. The out-of-pocket cost for this medication is around $560.00 for a 30-day supply. I can't afford that.

I spoke to Yeda on 11-06-15 at [protected] concerning the delay of home delivery for my prescriptions. She stated that they were delayed due to:

1. Prescriptions not received from my Dr- I had checked before calling and they were electronically sent on 11-04-17.

2. Yeda states that I had a prior amount of $1.84 from August 2015. I did not know this. I requested an invoice and she said Escripts doesn't do this.

She said that that is why my account is on hold. I
requested to pay for this and she did not accept the
payment.

Please help. I am disappointed and astounded by this type of customer service.

In summary my chronic care prescriptions were not filled or addressed.

I hadn't read the reviews before using them and suffering now...
I have been their regular customer for about two years and I've had enough. Today is the day when I decided to cancel.
The last straw was when they did everything wrong for me. Confused prescriptions, measured the wrong amount and gave me a big mess and a headache. Worst of all that they didn't correct their terrible mistake.
So I am done. Goodbye, ES.

When I initially called to inquire about the prescribe medication being shipped out to London, I was told that I may have to pay a small fee because it is temperature sensitive medication. So I agreed and went to proceed with the order. After few phone calls and verification the order was finally processed. But today I received an email stating that I need to provide a stateside address in order to receive the medication. So I called your office and asked about the email. After few transfers and waiting I was told that you guys do not ship temperature sensitive medication overseas. I have wasted over a month trying to get this medication, now I am 2 months over due dealing with the pain. This was a very poor process, if the policy is that you don't ship certain medication overseas I understand. But first your employee told me it can be shipped. Second, you guys verified the order and had multiple people look at the order and did not catch or paid any attention to where it was going. When it was finally all process after a month, then I get a notification that you guys don't ship the medication to overseas. I have wasted my time and money trying to call you guys and even my doctor on the phone with you guys trying to submit the prescription and prior authorization process. Now I have to go back and restart the process for my alternate option I was given. Because of your poor processing and looking at the details I am dealing with this pain. Thank you so much for this suffering.

Fraud--charged me for a 90 day supply but only received 60 days worth of meds. When I received the rx, I did not dump out the pills and count them. However, on day 57, I realized that I only had 3 pills left. When I contacted the company, I was told, "so sorry--nothing we can do, it is past 60 days". However--the sixty day is from their ship date --not when I received the pills. I was one day past their ship date and they did not overnight ship, so I could not possibly have had the pills for 60 days. Fraud! Count your pills when you receive your order to protect yourself.

My husband received an order of verapamil that he did not order nor does he have automatic refill on any of his medication. There was a bill enclosed. We made 2 phone calls to customer service and were told he had ordered it online and we would have to keep it and pay for it. No one at our home ordered this medicine online nor did we receive a confirmation that it had been ordered. We and our insurance company should not be billed for something we did not request.

Express Scripts is the pharmacy contractor for Tricare. My Tricare coverage ended because of divorce over four years ago. Express Scripts sends me a letter stating I owe almost $8, 000 because of overpayments made six years ago, which in fact I had Tricare coverage during that time period. Before harrassing me about a debt I do not owe, they should have checked to see when my Tricare benefits actually ended. Also, the pharmacy that filled the prescriptions in question verifies eligibility before every prescription is filled – they never would have filled a year's worth of prescriptions without my having current Tricare coverage. The tone of their letter is so arrogant, stating unequivocally that an overpayment has been made to me, not that it appears an overpayment was made, and what a big waste of taxpayer money. They should reimburse me for the cost of my time, copies, and postage, I wasted hours on this inaccurate claim by this incompetent agency.

I have three prescriptions with express scripts that i have been receiving going on two years now. I received this after suffering head injuries leading to severe tbi that caused damage to my pituitary gland. The new script was sent july 19th 2017, it is now August 16 2017. during this time two scripts are showing Prescription request has been received and processing, its showed this sense July 19th, no change. The third is waiting on dr approval? (the dr sent the script in)

Through this time frame two has had no change and the third needs drs approval for a third time. After the 2nd approval was sent be my Drs office express scripts canceled the script. I contacted the drs office had them resend the scripts after talking to a customer service rep for the 12th time with express scripts. The new prescription is now setting with express scripts waiting on drs approval.

I am now completely out of my meds and today is the schedule day to take it.

I use to be a employee at ESI.They are horrible and worse company to work for. They don't care about their employees who been there from 4 months, - 14 years. They will use you to the core and expect for you take mental, verbal and physical abuse. Since working at ESI. I was diagnosed with anxiety, high blood pressure, in which I never had in my life. They don't even offer sick time, no good benefits. And no good pay at all! They shows favortist to those who kiss [censor] and throw u under the bus to get that extra 0.59 to the hourly pay rate. The leadership team ain't crap . They don't care if u stay or go. All they care about is making them money. They don't care if you just had a heart attack. They want to know when u coming to work and have a billion unreal expectations for you to fulfill. They don't care of your child die, they don't reach out to you for condolences. Express scripts don't care especially management. Starting with one in Tampa, NC- virtual. I would call their names but they have a brain to know who they are. They cheat patients out of money and business tactics are horrible. Anybody reading this please do not have your family use express scripts...file am appeal to opt from mail order cause they full of [censor] and utilize of resources to void using ESI cause every person who takes that call are getting treated worse than the members. So members when you call in mad and angry...we don't give damn cause we are stressed the hell out and taking your issues to the attorney general.

I ran out of my blood pressure medication July 1st.
It is now the 21st and I'm still waiting. This company is the worse place I've ever had to deal with.
Unfortunately GM gives me no other options.
My only other option is to get new prescriptions and pay full price at nearest pharmacy, an option i need to pursue as my BP is soaring because my meds are not here.