Express Scripts

Express Scripts should have hired real software engineers instead of the clown outfit that generated their web site. If Amazon's web site worked as poorly as ES, they would have been out of business years ago. Classic example: Dr writes a prescription for 90 days with 3 refills in December. ES sends the December bottle, yet fails to send the next refill even when autorefill is selected. There are many more complaints I have, but I'm not here to enumerate. I'm looking for an alternative solution to the collective buffoonery called Express Scripts.

I have been taking Lorazepam for over 20 years. The doctors have always prescribed in 90 day doses. Express Scripts does not only not cover the medication, but is forcing the pharmacy to give me 15 day doses with 17 refills! Bottom line, they aren't covering the cost, but the won't allow what the doctor prescribed either.

I was part of express scripts many years ago and was extremely satisfied. However, my fist experience with this mail order service since the has been a nightmare. I was left without my medications for what they considered issues 2 issues with my medications. They withheld 3 of my medications for which they did not have a problem with. After 3 weeks many phone calls and hours I request that my physician call them. When my physician called them he was told that they knew the dosage for the med in question and they no longer had a problem with the second question. Did they withhold my meds on a whim? Your guess is as good as mine.

Please retrain your customer service agents. While some agents are knowledgeable and civil, other agents seem not to know or be able to explain policies. The way they choose to engage with customers can be considered rude, at best. Perhaps one reason some agents choose to be ill mannered with customers is that we must endure 8 minutes of requesting "customer service" through the phone tree before we can speak with an actual person. HR departments, take heed. Your employees deserve better than Express Scripts.

I am a senior citizen. I have dealt with many different prescription insurance companies in my lifetime. I got on Express Scripts the first of January 2024. Since then I have had more problems with them by far than any other prescription insurance company ever! It takes several calls and escalations to get anything fixed or corrected. They ask for a preauthorization for every new prescription my doctor writes and I don't find out about it until I get to the pharmacy. Then the pre authorizations don't get transmitted but they say the did or sometimes they say one was never processed and it takes several escalations to try to get my medicines which I have never had to go through before my entire life. Several of the problems still haven't been resolved after several tries and I am going without maintenance medications I have been taking for years! If you have any other choice in prescription insurance, for the love of everything Holy, don't use Express Scripts!

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.

The sales team is very nice and really will sell you to try them. When you realize they let you run out or you need help with a script, uh oh! The service is worse than a bank card company! First talk to a computer, second, talk to six different people, third, hope you can understand the language they speak, fourth, get no where, fifth, call your doc and explain why you need to have them re issue scripts to your local pharmacy. Buyer Beware of Express Scripts.

Incoming automated calls that expect you to go through their phone tree to figure out what they want. Stopping orders that should not be stopped. Prices several hundred dollars more than local pharmacies. Best to stay away from them.

Pleasant workers. Horrific overall satisfaction. Does not serve customers with concern, care and focus. How do they stay in business? If I could give less than 1 star I would.

I get Constant Delays in a medication that has a Pre Auth in place. I have spent at least 16 hours over a period of several days on the phone wiith them and they had the nerve to stop the processing to try and figure out what's going on. The Prior Auth is good for a year, and I have gotten but 2 fills out of them, 1 for 60 days and 1 for 90 days. The prior auth ends next month... There's something seriously wrong with Express Scripts and thier policies. I'm sorry I ever switched. If could select 0 stars, I would selct it 5 times!

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?

You will never get your Rx. You'll just get led on forever.

I've gotten three prescriptions from them - all very late because I had to call multiple times for each one. Every time they called, they'd claim they never received the prescription from my doctor. The doctor, who I've used before - said they even spoke to people there, yet express scripts could never find my prescriptions. I ran out of RX each time I tried to use these folks to fill an Rx. I need them for a chronic condition and thought I could save money but you won't even pay any because they'll never send you your drugs anyway.

This is the worst mail order pharmacy I've ever experienced.

They give you the run around, denying your medications for retail pharmacy, then they take weeks to resolve before you can get mail order meds initiated. My doctor spent hours along with myself escalating various issues before we could get my meds filled. I was forced without medication for weeks. They claim they sent notification via email regarding my retail benefits that I never received. I have been on this routine medication for over a year and every month is a struggle getting it filled with Express Scripts.

I'm a chronic care manager for Medicare patients and I've now been on hold for THREE hours and TWENTY minutes! And they do this to seniors every day in hopes they'll give up when their medication coverage is denied. I am incensed at the exquisitely poor customer care. The richest country in the world and we have to deal with this? Just out of curiosity, I wonder how much the CEO of this POS company makes annually? $30,000 would be too much!

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

Never had a problem before getting stuck with express scripts. Every time I Call I am connected with a liar. First they tell me my account isn't active on my brand new platinum ppo. I keep calling trying to get things resolved but I'm in a busy doctorate program and can't keep wasting my time with them. I overpay for my med and move on hoping it will be resolved by the time I need a refill. They try to overcharge me again (they're charging me more than double what I paid under my old plan- a bronze hmo) and this time they tell me I can't have the 90 day supply I literally picked up from the same pharmacy 3mo earlier. They tell me the cheapest way to get my medication as a 90 day supply is to have it mailed ordered - still for double what I paid previously. Lies. I logged into the site and found that my rx is 100% covered at my university pharmacy. Lying to your other customers might help you steal money but I've worked in healthcare for 10 years- I know how much I should be paying for my Rx. Try being honest with your customers.

Pros: They are polite on the phone

Cons: EVERYTHING ELSE. They just want money. No coordination of benefits so even if you have 2 insurances that both use Express scripts, what is free at a local pharmacy will run HUNDREDS though Express Scripts.

Cannot get reimbursed for prescription paid for out of pocket. Making me submit more forms that I have already submitted. They say that it cannot be reviewed over the phone and I have to resubmit. Not professional

So far, all I can say is these people are not very competent. They sent me a prescription without even notifying me that it was on its way, and then it's sat there in the mailbox for 2 weeks in the Texas heat. According to the pharmacist, Emma nothing happens when medications are exposed to heat except their shelf life. My doctor has told me multiple times not to leave my meds in the car as the heat can affect them. These people refused to accept their responsibility, no refund, no credit, nothing. Now I am stuck with these meds for 3 months.

I had to make a change to my payment information. The rep immediately started telling what she can't do and didn't ask any questions. Then argued with me. All I wanted to do was change my cc information. Very poorly trained customer service staff. The service is great as long as you don't need help from a live person. If you can just search for better alternative. Or just google-search for 'TOPA2GET' and you forget about any probs getting rx.

It's worth it to pay more and take your a$$ to a regular pharmacy. Why pay someone to f@#k up your prescriptions through the mail?

I would like to say thank you to the young man I spoke to this afternoon. He was able to resolve an issue that no one else could figure out for weeks. This young man is a true asset to your company. Debbi K

I have used mail order medications from many places for years. First time with Express. Horrible. It took 4 days of "processing" after my doctor sent in the prescription. Then I approved it. Then it was processing again and took 9 more days to get it. The people on customer service are uniformed, rude and not what you would expect from a company like this. Supervisor was no better. Use a local pharmacy.