Express Scripts
Reviews and Complaints

In March of this year I was diagnosed with Adult Onset Stills Disease in which I take a once daily injection of Kineret which is a biologic medication. This disease is such that I am required to take an injection at the same time each day as to ensure that rapid return of symptoms do not manifest. For the past 2 months I have been receiving my medication directly from Kineret. Their customer service is incredible. Their process was for me to call their customer service to request a refill and I had it on my doorstep by 10am the next morning and heavily packed with ice to ensure this biologic medication remains at temperature.

This month is the first time that my insurance is requiring that I use Express Scrips mail order to fill my medication. I contacted Express Scripts 1 month ago to coordinate my prescription as to ensure that I was not to have a lapse in medication through the transition.I was told that I would be contacted to coordinate delivery.

This past Friday the first shipment was delivered and without any advance notification as I was told I should expect. For this reason I happen to be away all weekend and the medication sat in the 90 degree heat for the weekend rendering it not usable. I called first thing Monday June 19 to explain what has occurred and to request medication as I am out of my current supply after tonight, June 21.

Since Monday June 19 I have called to get a status on the expedited refill request. At this time there still is no update and they can't tell when they are able to schedule shipment. The latest customer service rep told me that I am to expect a call within 48 hours of my initial call, which has not passed and this is only to schedule a shipment. The only thing they can tell me is that the order is still residing with the pharmacy and it has not been released.

I spoke with a supervisor last night and this was of no help either. She was only able to tell me the same information as there is a bottleneck in waiting for the order to transferred from the pharmacy for processing. This apparently can't be expedited even when a patient is in a dire situation due to a communication error from Express Scripts to start.

I have asked if I would be allowed to get my medication this month, due to the issues with Express Scripts and the failure to guarantee shipment by today (I am out of medication if not shipped overnight today). I was told by the supervisor no and that in the future I needed to request my refill sooner.

It is unbelievable that the customer service is so poor and that there is no process in place to quickly rectify situations such as this. I was told on Monday that this is an expedited refill request. In the time that has passed, Express Scripts could have received an overnight shipment from Kineret and then shipped to me overnight to receive this morning. But, instead I am waiting on a phone call in which I am to expect the scheduling of shipment.

I am now waiting to see if I will get a call today regarding a status update, which if any indication of my recent experience with Express Scripts likely will not happen. In the interim if the medication does not ship TODAY, I am without medication and will be expecting rapid Still's symptoms returning.

All of this could easily have been avoided my allowing me to continue to get my medication directly from Kineret (not forcing me to use the Express Scripts pharmacy), and enjoy the tremendous customer service and trust in knowing that reliable and prompt medication would get to me when needed.

Worst customer service ever! Every prescription I get is delayed through a beauocratic snag... every one, every time.

They continuously blame my doctor and I've seen numerous examples of them doing this to many other people.

Then there is a problem with payment using the same credit card they have been using for the past 4 years.

Then they delay for address verifications and then delay shipping out meds for over a week and offer expedited shipping for another huge charge.

They will also deny coverage for many prescriptions and offer bio-equivelent substitutions. Not generic, bio-equivelent drugs, meaning they choose what you take, not your doctor.

Worst company ever.

If I wasn't forced to use them, I wouldn't and my union needs to renegotiate with a different provider.

People are going to get very sick and/or die from this companies policies.

I recently reduced my morphine sulphate intake from 60mg 3 times daily to 45 mg 3 times daily. Because they don't make a 45mg I have to take one 15mg and one 30mg 3 times daily. Not only am I having to pay two copays vs one. But now because it throws the pill count higher I have to have doctor overidea because of a intern rule of pill count that express scripts has. Doctor has constantly sent in fax and forms but I keep getting denied from express scripts. Inspite of my doctor sending in approvals.
This company is not only incompetent but is responsible for causing me pain and withdraws from a medication that I néed to take to manage my pain. I am expecting to join a lawsuit any day now as I a seeking a lawyer. Surely I can't be the only one they are doing this too. Yet another class action suit against them is in the works. Anyone availabe or want to take my case. My doctor has Evidence of neglect and fraud.

5/2/2017 - Express Scripts will do anything to get you to switch all of your prescription coverage to them. Even Lying! I spoke with customer service before switching my child's medication over to the mail in from Walgreen's.
I told them that its very important that I be able to get extra empty bottles with the prescription labels on them for school and daycare. The Service Rep, assured me this is ok, and standard practice for many of their patients who are children. Now fast-forward to present time, after being told they don't do that i ask for a supervisor. The super visor indicates he doesn't know why someone told me that, but they simply cannot do that. Every Drug store in America does this for children's prescriptions. How the hell else are they expected to be able to take the medication at school or daycare? Get it together "EXPRESS-scripts." Terrible customer service, and way behind the curve on this business. Shame...

Express scripts has made my life a living he'll. I went to fill meds and they refused to pay because I had narcotic from two different doctors. This cost me to lose two meds and now I have to come off of these cold turkey. They don't know me. Just in January I had four surgeries. Three weeks ago I fell in my home and broke both feet. Won't fill pain meds. Shame on them. You should walk in my shoes. Yould want your meds too. I hope someday you have to go thru what i have and maybe you will think different. Do not use express scripts if you can. They are awful.

I obtained insurance valid for Express Scripts on 2/1/17 but they did not have a member number or information yet. I needed insulin for type 1 diabetes but couldn't order it. I waited as long as possible then went on 2/3/17 and got a single vial at the drug store because I need it to live. I spoke with one of the customer service agents at Express Scripts and was told I could be reimbursed when the paperwork went through. I was also told it takes about a week to get my medication from them. On 2/10/2017 they had the numbers and the paperwork so I ordered my insulin for the 90 days. When I submitted my reimbursement request, it was denied because I got insulin on 2/3 and then ordered it from them on 2/10 which after several phone calls trying to figure out why it was denied, was told that I couldn't order until 75% of the medication was gone. So since only 70% of the time had passed they refused to pay. Now if I need this to live, and it takes up to seven days to get my insulin and I only had three days left, how does this make sense? My wife spent hours on the phone trying to get the info to order this, hours trying to find out what happened and was given false information at least twice. I want the company to honor its obligation. I have submitted a review and if that is denied I will seek legal recourse.

The last date of incident is April 11, 2017. The last rep I spoke to is Tresley. I had spoke to four member services reps prior to Tresley explaining that I paid forty dollars owed to Express Scripts by mail on February 28, 2017. Two money orders numbers R207134060155 amount $20.00. R207134061794 amount $20.00. One was cashed on March 21, 2017. The other payment is lost. The previous reps I spoke to Shelby on 3/18, then Kathy on 3/22, Gad on 3/29. They stated this information about this account would be referred to Accounts Receivable, give them two days and call. NO call from that department. Spoke to Tresley on April 11th. This was not referred to Acct Rec, get a copy of money order send to you. Explained a fee of $27 for a copy. Tresley stated you would reimburse me the fee. Explained you would reimburse me the fee but not give me credit for the lost $20.00 payment. I in turn paid the $20.00 again because my account was blocked. Please advise. Invoice#39-[protected]

Recently, my health insurance plan changed and we were forced to use Express Scripts Home Delivery as our Pharmacist. The alternative option would be to pay full price for our medication at the local pharmacy.

We were told on the Express Scripts website that they contact the doctor and then will process the prescription after we order it online. We following the online directions and ordered my prescriptions.

A few weeks later, my wife's medication is shown as still being processed online. She's out of medication at this point, so we had to pay full price at the local pharmacy for the medication I need. In the meantime, she's going without her inflammation medication due to the now high cost at the local pharmacy because the pain is not terrible and she can handle it for a few weeks.

Then, we call for an update and find out that her doctors (total of 3) have all sent in the prescription request. They are just needing instructions on how to take the medications from Dr. #1 and Dr. #2. They never specified whether they requested this information from them. We were instructed to call the doctors ourselves and request that they send this information to Express Scripts.

Dr. #3 had sent all the required information, BUT express scripts prefers that Dr. #3 send in a 90 day prescription instead of a 30 day prescription. This is actually her medication for inflammation that is usually free, but now cost about $130 for a month supply if we get it at the local pharmacy. So Express Scripts is trying to save a few bucks on shipping and they do not care that it is holding up my medication even though we followed their instructions and they have all of the information they need from my Dr. When I asked that they proceed with the 30 day prescription for now, the customer service rep then asked his supervisor for permission to process the medication and returned to say that it will take a week to process and then a week to ship.

At this point I was notified that we could ask the doctor for a new prescription for a short term supply of the medicine, (even though we're in doubt that this "short term" supply will last the long time it takes for them to get us our medicine. I've spent weeks waiting on medicine orders and had one order just flat out cancelled after a month of waiting and this is the first time I am notified of this option.

Along with these delays Express Scripts also has decided to not honor any manufacturer's coupons, which means the cost of my medications will be going up compared to being able to use my local preferred pharmacy.

With all of their delays, I feel like we being hustled out of my medication to put more money into their pockets. It's really sad that a company like this can be in business in the USA. It's also sad that this health insurance company chose to force their "customers" to use only one pharmacy eliminating any kind of incentive to cater to their customers needs because the "customers" no longer have a choice about what pharmacy to shop at.

My doctor faxed a prescription in to Express Scripts on 2/14/2017. I waited two days (because I've been told the website often doesn't have up to date information) before calling. After 3 attempts (including one disconnection), I finally reached an Express Scripts representative who explained that they had no record of the fax, but that their fax system is atypical -- that a doctor's office can't just fax a prescription, they have to listen to a voice system message first and then press "3".

I called my doctor's office with this new information on 2/17/2017. They faxed the prescription using the correct, atypical procedure. On Monday 2/20, I learned that the fax was never received. I called my doctor's office again and they faxed it again.

On Tuesday 2/21 in the afternoon, the prescription appeared on the website as "pending". On 2/22 late morning, the status changed: it said that they needed to speak with my doctor for prior authorization, that they had reached out to my doctor's office and that they hadn't been able to contact them. I called my doctor's office early in the morning on 2/23, and learned that no one had reached out to them until late in the day 2/22, not on 2/21 as indicated on the website. I gave my doctor the call-in number. She telephoned me later to tell me personally that she spoke with Express Scripts with the prior authorization and that the prescription was in process.

As of this morning (2/24), the website still lists "waiting to talk to doctor's office".

I just ended my fifth phone call to Express Scripts. I was disconnected from being on hold three times today. There seems to be no record of this conversation with my doctor's office. Another representative is looking into it, and I'm now waiting for a call-back. I've been in various stages of waiting today on the telephone for Express Scripts today for just over 2-1/2 hours.

All the links related to customer service and contacting a representative on their website are down ("we're sorry, we can't find the page that matches your request")

Over the last three months my head has been left spinning trying to first inquire, then complain and finally to "educate" the people who answer the phone at Express Scripts.As other people have mentioned, when you call, the person who answers can't even comprehend simple questions related to coverage, much less company policies.

For all this time I have been struggling to be reimbursed for expensive prescriptions (over $1700 out of pocket) after being laid off and beginning Cobra coverage. I was laid off 7/11/2016 and I was informed and aware that it could take several weeks for the coverage to “kick in, " and for my new information to show up in my pharmacy's system. My company was very communicative and specific while informing those of us moving to Cobra that we would have the exact same plan as we would have, had we not been laid off. Therefore, I did not worry too much about paying for my expensive prescriptions as we were told it would only be a matter of a few weeks for reimbursement.

My experience dealing directly with Express Scripts has been beyond frustrating and the stress and uncertainty they have caused could not come at a worse time since I’ve been with my company for 24 years and have never had so much as a hiccup when it came to dealing with Anthem BCBS as I have for over two decades. I have twice submitted my receipts to Express Scripts. (Note, they only accept fax or snail-mail submissions which is a SURE sign you are dealing with the bottom of the barrel). After my first snail-mail submission, I received a twenty-plus page document denying each prescription with instructions to fill out a separate appeal letter for each one.

The reason given was that I had submitted copies of digital receipts and not what was stapled to my prescriptions when I picked them up. (Pure BS, the information was exactly the same). BUT, my pharmacy was kind enough to reprint these for me and for this submission, due to time constraints, I only submitted the receipts for prescriptions of more than a nominal amount (I believe over $30). These still amounted to over $1500.

I submitted these via fax. The next communication I got from Express Scripts was a denial of payment for all but $317. Reasons given: "You have been reimbursed only what your plan would have paid this participating retail pharmacy." And, "The cost submitted for this medication is more that what your plan allows." Uhhhh, I don't think so! My plan is EXACTLY THE SAME as it was and I have been on all of the same prescriptions, filled at the same pharmacy for 10 years!

They attached the same “appeal” forms, asking me to fill out a separate one for each prescription, and snail mail them back. My attempts to get answers from anyone at the customer service number for Express Scripts has left me in tears. I have felt as if I’m speaking with a collection agency and not a company employed to offer a service to me. Although the plan documents linked to my account at THEIR OWN website show that my co-pays should be $20 and then ZERO after I’ve paid my out of pocket maximum (which I already had for 2016), the “customer service” agents refused to even attempt to explain why they are withholding my money, only telling me to follow this “appeal” process.

This company is the University of Phoenix of prescription management companies.

If you don't know what that means, take five minutes to Google and you'll get it completely.

The absolute worst company to deal with as a consumer. The customer service representatives are all rude, inexperienced and unprofessional. I have used this service for over a year, and have finally decided to move to a pharmacy I can actually deal with in person. This organization is all about the dollars, they do not give a damn about their customers. Stay clear!

you guys are gonna want to see this it describes everything about this company and how it operates. I suggest that you be very careful with this company you know changes are not sustainable yet this company seems to change on a dime. Not a good work environment at all and thats where the slip ups come in, the employees just don't care, they'll act it but they don't

On 11/3/2016 I ordered the above refills and to date I have received no information, that is, an email as to when these 2 prescriptions will be mailed out. I don't understand why they have not been refilled, in the interim I will have no Irbesartan after Thursday which is a prescription for blood pressure that places me at risk of having a heart attack/stroke, ecetera. On 11/13/2016 I telephoned EXPRESS SCRIPTS to inquire what the problem is and got an answer that I will receive them in 5 days, I doubt this will happen especially that my request for the above refills has yet to be processed. It should be noted that this is not my first encounter with not receiving medications in a timely manner.

I urge that the above problem be looked into immediately and have the medications expedited so not to be at risk.

I would appreciate a response to the above at your earliest.

Should you have any questions or require additional information, I can be reached [protected] or email me at [protected]@yahoo.com

Thank you.

Every month I have to refill my birth control, because I am not producing all the hormones my body needs to ovulate and menstruate, therefore birth control helps keep my body balanced and healthy. Every month I need to refill my thyroid medication, because once again my body is not producing the chemicals it needs. My doctor prescribes 3 months worth at a time of each of these, yet Express scripts won't fill that because they are forcing everyone to go mail order and refuses to take care of people while they are working out their own issues with in the medical world. I would like to add I have moved 3 times in the past year so mail order would have been inconvenient. I have had the run around with pharmacy because Express Scripts refuses to do what they are supposed to do... patient care. why can't we just go to a pharmacy and get what the doctor ordered? The current medical world is complicated and difficult for so many people, yet Express Scripts chooses to make it that much more difficult for all of us. So recently I decided, "fine, I'll do mail order" but it turns out my name and birth date, with the ID number that is on my Express Scripts card, can't be found in the system. Express Scripts might be trying to make things "convenient" for people by having prescriptions mailed to my door, but so far they have made everything inconvenient for me. Mail order is great, but Express Scripts needs to leave that up to the customer to decide whether or not we really want it, rather than pushing us to do what they want us to do.

Express-Scripts is, hands down, the worst pharmacy I've ever had the displeasure of dealing with! Frighteningly incompetent and surly, they have become so bad, in fact, that I've decided I'm willing to pay EXTRA to fill my prescriptions a local pharmacy. If you are ever encouraged to "save money" and or "have convenient home delivery, " run away! Far, far away. Express-Scripts will send the wrong medication, or will delay sending the correct one after you've completely run for it of it and not authorize an override at a local pharmacy, they will try to blame your doctor for everything, will demand repeated authorizations, and basically try to kill you!

Google reviews
Teresa Barbee
Teresa Barbee
in the last week
Worse company to work for. Tech issues that mess with preformance and your held responsible for. Dishonest supervisors and mangers. Working here was like being back in high school with high school drama. Do not I repeat do not be all in or exceed any of their expectations so you get OPI because they will find a way to get rid of you and make you the bad guy. Supervisors have no idea how to work the system they are unable to assist with difficult issues and patients/members are not a priority it's all about MONEY even if that means being deceitful and sending prior authorization renewals as the pharmacy benefit Manger and attaching a prescription request in hopes the dr will send the prescription to them to dispense. If clients like Blue Cross Blue Shield really knew how horrible their members are treated along with many other clients they would never renew contracts. Documentation disappears to cover the company mistakes and so many many more unethical practices. Employees using personal cell phone especially to take pictures of their computer monitors. Using FMLA incorrectly. Supervisors more interested in the current gossip from another supervisor that their own employees are not being assisted when needing help due to being unable to locate their supervisor. This is a very poor company the employees that are all in for the patients and want to do what is right for them get fired for standing up for the patients rights. Management has no idea what's really going on with their supervisors and unfortunately the good employees suffer. Good luck trying to be a successful business when you are not holding the right people accountable nor hiring manager and supervisors who actually Mange and supervise until there is a problem. Coaching is provided for a reason yet never actually used correctly. It's a sad day when your employer is more interested in the things you do wrong and wait for the issue to accumulate before bring it to the employee even when the employee asks for advise they are told to use their best judgment and fired for doing so. I pray that you find a way to better service these patients your holding their lives in your hands and when you have an employee bring up an issue with a harvoni prescription and goes over their supervisor for assistance find out why the employee did this because I for one would have told you that I was being told to deny a patient a medication I know could not be missed. How many other patients were effected this way due to the employee being unable to get approval for something that should never be an issue? Because it is an expensive medication and this company wants that profit. I know upper management does not know the half of it which is why this company is a horrible place to work for. If you want the truth about what is really going on you don't go to the Manger or supervisor you go to the ones beneath them privately so the retaliation from telling the truth doesn't eventually cost them their means of taking care of their own families. Try to find out what is really going on with your employees and stop relying on supervisors like Jennifer Swaboda and mangers like Tracy smith who take good dedicated employees and make them scared to do their jobs and don't give adequate information or instructions until after you supposedly broke a golden rule only they really understood.

My Dr prescribed a medication I have been receiving for more than 5 years (through Medco/Express Scripts). This time they (as an agent for my wife's insurance) denied stating there was another "preferred" meaning they take money medication. They are absolutely NOT qualified to make medication decisions that my Dr of +15 years IS. Needless to say, the Dr called for preapproval and it was denied. It only took five phone calls to be put on yet another hold for the appeal department.
The pharmacist said my primary would not pay so Tricare would not either. I informed him that if the primary does not pay, Tricare will pay. Finally getting the medication approved (but now with a $50.00 co-pay) is most interesting because MEDCO PROVIDES THE PHARMACY SERVICES FOR BOTH INSURANCES!

SOMEONE NEEDS TO CLOSE THESE SELF SERVING GREEDY [protected]@STARDS DOWN! THEY DISCRIMINATE AGAINST VETERANS AND THOSE THE WILL NOT ACCEPT THEIR MAIL ORDER DELIVERIES!

I called Customer Service to cancel 2 prescriptions written by a Nurse Practitioner at my neurologist's office. The Customer Service lady was very nice, told me it was a good thing I had canceled because if the order had already shipped, I could not return the medications and would have to pay for them. I just learned that Express Scripts canceled the prescriptions as I asked, but then contacted the doctor's office the next very day and had the 2 prescriptions rewritten, filled them, and shipped them to me. So now I have 90-day supplies of 2 medicines that I don't need but that I will have to pay for.