Express ScriptsReviews 312

They don't want to give me the amount of medication that my doctor wants me to have. I can only have a smaller amount. I just suffer the rest of the time. Also, I can't call them on the phone because I can't get anyone who speaks English clearly enough for me to understand. Today I tried 3 times before giving up. I left a message for my doctor, instead, to see if she can call them about a prescription and see if she can understand them. I understand they want to save money by outsourcing their call center to Somalia or wherever, but patients lives are at stake and we need to understand what they are talking about and we need our prescriptions that keep us alive so that we can work more hours and give them the rest of our money. When they do their job well, it's great. But other times, they are useless, and sometimes dangerous for the patient.

I went with this company Express Scripts because my company recommends them, but I noticed in BBB and other reviews today, they are not recommended. I accidentally sent the wrong amount through my bank bill pay system and due to 29 cents they will not renew my prescriptions until I pay, putting my health is at risk. During the conversation today, I tried to tell them the 29 cents would be included in the new prescription and they still would not process the order; before this I tried calling their automated system and it would not transfer me unless I paid by credit card over the phone after requesting several times to talk to someone the system kept repeating- payment needed to send me to a person. ALL FOR 29 cents. That shows they don't care about people's health, it's all about the money. When I spoke today to a person they iterated the same thing so it's my last prescription with them in order to pay my debt of 29 cents! I was honest with them and yet they could not trust me enough and see my payments were always made in a timely manner. So if you take medications that are life or death related, I don't recommend cause if you made a typo on bill pay, they will freeze your account until you pay in my case 29 cents. Do your research through all sights not just one. To me customer service should of weighed the amount of money and why it happened, everyone makes mistakes but the way you treat someone makes a BIG difference as to whether they will use that business and today that has been lost in so many businesses. To me this company is for themselves not for their clients and clients is what keeps a company going!

First, I dislike being forced to use mail order. It cannot be trusted. I had one package go missing for several days - post office told me it was lost - and Express Scripts will not refund or send a replacement order. Thank goodness it showed up the following week, because otherwise I would have been out for at least 2 months until I could get another order. Completely unacceptable.

Now though, they are also micromanaging pills that cost pennies per day. Last month, they refused to cover a TEN DAY supply of a drug without "prior authorisation" which I was told could take weeks or months - it was given to me by an urgent care office for an acute situation. NOT an expensive drug and NOT for long term use.

Now this month, my primary physician sent them a prescription for a drug that costs ONE DOLLAR for a 3 month supply. First they sent me a message saying my plan limits how much I can have. Then they sent me a message that I'd ordered less than my plan allows. I called to ask which is it… customer service couldn't figure out what the problem is but said it would take 4-5 days to research it. They recommended I have my doctor send a prescription to a local pharmacy. I'm pretty sure that won't go through either, but I have a GoodRX coupon as a fall back position.

Speaking of GoodRX, there are times that price is less than Express Scripts, so what good is my insurance?!?!?

Completely unethical and disgusting business practices. I would never voluntarily choose insurance coverage that uses them.

These people are denying a medication for me that has been prescribed by my doctor due to medical necessity. Unbelievably terrible customer service. When I asked for the appeal paperwork they said they couldn't give me that either. When I notified her that I was recording the conversation she agreed to send it. Check out their reviews on Better Business Bureau. I cannot believe BCBS delegates their prescription coverage to them. They're quite obviously criminals who

Let me first start off by saying, I am only giving one star because zero is not an option. I was diagnosed with type one diabetes about nine months ago and every prescription order I have had since then has been the worst experience I can imagine. I regularly have to call them 4-5 times to get my prescriptions correct, paid for, and sent to me. Fine if I have to call once, but then I have to call 3 or 4 additional times because they are physically incapable of doing what I ask them to do on the first call. I have asked for certain prescriptions (ones that I need to stay ALIVE) to be sent to me and have others paused until I can pay for the full cost of all prescriptions and they paused the prescriptions I needed and tried to send the others. I have asked them to pause prescriptions and they cancel them entirely. I just would like to call and have my issues resolved with only one phone call. This calling 4 or more times to get a single problem resolved has me at my absolute wits end. If I didn't have to use express scripts, I wouldn't. If you don't have to use express scripts, I strongly encourage you to find literally any other place to get your prescriptions than through this mess of a company.

Express Scripts is a complete and total waste of money. The only people they are interested in serving are themselves. They will routinely deny medications that your doctor prescribes, claiming that their doctors think you should go through different therapeutic processes --- all of which they wouldn't be responsible for paying for. In short: they will take your money every month, then deny your claims right afterwards. Doesn't matter if you need the medication to exist or not, all they care about is keeping your money in their hands. Even if they have 'authorized' a prescription once, they will turn around and deny it the next time. Check CostPlus as they have been able to cover every single medication for less than the cost of even getting the same drugs with Express Scripts coverage. They will tell you they feel there are better options, but at the end of the day it is not insurance's job to determine what my healthcare should be: that's a choice between myself and my doctor. The only thing that insurance should do is open their wallets and pay the damn bills, which they will do EVERYTHING in their power to avoid. Scammers, heartless, soulless.

They have delayed my daughter's seizure medication which now won't arrive for at least another 7 business days. It was ordered 8 days ago and I've spoken with someone twice about the urgency of need. She has been out of it since yesterday. No other pharmacy will bridge it because it is a controlled substance and no one at Express Scripts will help at all. Worst mail order prescription company i have ever dealt with...no compassion, no accountability. Avoid if at all possible! I'd give zero stars if I could.

People are more likely to take the time to report bad reviews, but today the level of customer service I received was so outstanding I wanted to take the time to document my positive experience. I've had multiple issues with the prescriptions I fill at my military facility. Out of frustration I finally called Express Scripts. I spoke to a supervisor named Dwayne F. Who patiently listened my problem and identified the issue the military pharmacy created. He acknowledged the disconnect between that pharmacy and my PCM, and followed up with each party to resolve it. I can honestly say for the first time I feel confident someone actually cared about my frustration and was committed to making sure I received the best customer support possible. Express Scripts and supervisors like Dwayne really deserve praise for the services they provide.

They okayed a prescription on the phone, then denied it at the pharmacy. When I asked for reimbursement, they gave me an online form that rejects past members, then told me to fax or mail them for just $20...

How can you, as a company, deny a Type 1 diabetic their insulin? This is beyond unethical. You think you know more about what medication I should take than my endocrinologist? I expect an answer. No one can tell me why.

I was in the hospital with blood clots on both lungs and the doctor wanted to put me on blood thinners of course. Apparently the 2 best are Xarelto and Eliquis. A prescription for Xarelto was called in for when I was to return home but when the doc told me the copays was over $400. I said nope. They immediately called and cancelled it. I came home on Warfarin which is quite inexpensive. When I saw my PC in his office he really wanted me on Eliquis and spent 40 minutes on the phone to Express script. He was told the company was $ 60.00. I heard it as he was on speaker. My daughter and another doc heard as well. I got home and soon after received a call from express confirming the order and was again told the copay was 60. I agreed, they took it from my checking account and my meds arrived by mail. A few days later I received Xarelto in the mail which I hadn't paid for and was cancelled anyway. Then I get the Eliquis that I had paid for but a month later I get 2 letters...one demanding over $450 for the cancelled Xarelto and one demanding over $489 for the Eliquis that I'd been told was $60. I've spent countless hours on the phone and been given absurd and incorrect info. Do not use cigna express script!

My wife started using Express Scripts (ES) last October after being with Cigna for a year using a retail pharmacy. We have had a major problem with a tier 3 drug but limited issues with a tier 1 or 2.

When you do have a problem communications and resolution is impossible, either directly or through Cigna who owns them. I spare you the details but here is reality:

ES refuses to use the phone to contact you, your doctor, your retail pharmacy or anyone else. It takes weeks before you know your order was not processed and another week after you personally solve the problem.

You must fill out multiple forms for anything but they can just send a text.

Cigna Customer Service provides information but will not administer or resolve anything. They can not reach ES and just transfer you to ES who does not answer the call. It is up to you to collect the data and fill out a form. You are encouraged to start over.

You can not leave a call back number or message with either Cigna or ES. They simply refuse to take a message or call back!

A typical call takes 10/15 minutes for CS to answer after the computer collects your information and another 30 for CS to check it out and try to reach ES followed another wait at ES before you give up, typically over an hour.

In essence, the onus is on you, not Cigna or ES to take any responsibility or solve the problem.

This is not unique to me. Check out the ST Louis Better Business Bureau rating.

All this for a Tier 3 drug which can cost hundreds of dollars or more and can be bought at any in network retail pharmacy for another $20!

My heart medication is auto refill. The day came for the refill and nothing. I called and asked why it wasn't filled and they said because I owed them money. I tried to explain that I did not owe any money, but they wouldn't listen. I got home checked my account and No, I did not owe them money. I went to order another script and it said it was free, but a day or two later they charged me. Ok, whatever. My next order they did credit the $12. Today, I received a message stating I had to contact the doctor to get a script fill, however according to their website I have 3 refills. I called and inquired about the discrepancy and they said it didn't matter and that I had to contact the doctors office. So, then why do I have 3 refills. I will no longer be using their services. I can't keep up with the inefficiency. I don't think my heart could take it.

Used them for years with minimum problems. This time my Rx refills were not received. The delivery agent who was used by Tricare/Express Script's [DHL in this case] as delivered to mailbox. The RX was not there. It is a typical neighborhood central mailbox in a gated community with little or no theft issues. Pills are not there and DHL says they show that the pills were delivered and isn't their problem. I must contact the Tricare/ExpressS. After several tries I get someone. He tells me it is Express Scripts and Tricare policy that a drug shown as delivered by their agent [DHL] is a done deal. No refund if customer says they did not get it. I had to pay another $50 to get the drugs I needed. Lesson learned. All future RX will got to a traditional pharmacy where it will cost me the same, but at least I'll get the bag of pills put in my hand. Word to you all... Express Scripts isn't just unreliable it's like negotiating with a terrorist.

Express is unreliable, expensive, and more importantly distrustful. They do not ship when and how requested by physicians. Customer service is horrible.
They know nothing and will provide wrong information just to get you off the call. Do not use!

1) first you have to punch in your card info two times before just repeating it a person who can actually help.
2) second, they cannot transfer prescription from the pharmacy. Aetna's mail order pharmacy can. Express scripts doesn't want your business.
3). Even the survey after the call is bad. Every question has a different scale to rate them on. Who rates on a scale of 0-10? Why? 1-10 not good enough?

My wife has wasted the last three and half months trying to a scrip filled through this joke of a company that lies to its truicare patients. I am going to file a formal complaint against these lying scumbags with TriCare and my congressman. You should do the same.
We finally went through walgreens after Dr sent the scrip directly to Walgreens Pharmacy. Exprress scripts didnt do their job for 3 1/2 months. I am going to scream to the mountain tops about how worthless theses overpaid shills truly are.
THE CEO IS INCOMPETENT PERIOD!

" IT" NEEDS NEEDS To be FIRED,ALONG WITH THE WHOLE LOT WHO MAKE POLICY TO JERK PATIENTS AROUND. This is what happens when corporations who have lucrative government contracts, they are as corrupts as the white house, end of story.