Express Scripts
Reviews and Complaints

I initiated refills for two of my prescriptions and was told that they would ship out together. I needed them before a vacation, so I authorized expedited shipping for $21. I was shocked when I only received one prescription. I immediately called to get the status on the order and was told that the second prescription was just placed in process. Therefore, even with the expedited shipping, there was no possible way it would arrive to me before my vacation. I was told I could get a vacation override however, I would have to obtain a brand new prescription from my doctor and then take it to my local pharmacy. They pharmacy would have to call Express Scripts and then fill the medication. All in 1 days time. Not happening. Let with no other choice, I called Express Scripts, again, to put a temporary address on my file so that they could send me the medication to Key West, Fl. The agent on this particular call had zero patience, she was rude and short with me. I had to provide my address a total of three times. I then wanted to confirm whether or not this order would be expedited. She placed me on hold for 15 minutes. Then tried to tell me that I never placed the original orders at the same time! I knew way more about my account at this point than she did. I spoke to at least 2 agents a day, for three days. Which led me no where. I am extremely dissatisfied. Terrible customer service. Lies, lies and more lies.
Alexa Alizoti

These are the issues my husband and I have had to endure when dealing with prescription coverage through Express Scripts.

1. When I obtained Express Scripts coverage under with my employer in January 2014,
which had been providing me mail order prescription benefit under my husband's insurance, they added my insurance as primary coverage and left the Trust as primary coverage as well for both my husband and me. It took multiple calls and working with a supervisor at Express Scripts to identify correctly the primary and secondary for us.

2. Neither my husband nor I are given the option to enable household view on either our online Express Scripts accounts. Their web support claims that this capability is being restricted by our insurance providers even though the providers have placed no such restriction on our prescription benefit. Stranger still I did have that capability prior to obtaining mail order prescription benefit under my employer's insurance benefit.

3. When my Express Scripts coverage under my employer was enabled I had several active mail order prescriptions that had been filled previously by my husband's health insurance benefit. I called Express Scripts and requested that all my active prescriptions be moved from my husbands benefit to mine under my benefit associated with my employer provided insurance so that future refills would be processed under the primary coverage. When I looked at my online account it appeared that everything had been properly transferred, but when I received my next refill under one of those prescriptions, Express Scripts processed under the my husband's benefit and not mine. Since the my husband's benefit was labeled as secondary for me, my credit card was billed the total cost of the medication because the script was not processed by the primary insurance first. It took me several weeks to get Express Scripts to move the coverage under my benefit but they have refused to move the associated claim history to my benefit. Currently the script is shown under my benefit with no claim history and the claim history is shown under my husband's benefit with no associated prescription.

4. Last week our primary physician prescribed a proton pump inhibitor (PPI) at 40 mg for my husband's indigestion through CVS, a retail pharmacy. When CVS ran the claim through Express Scripts the claim was denied because the drug prescribed was not on the Plan's approved drug list. So we requested that CVS file the claim under my benefit which does cover the PPI. They tried but received the message that the claim must first be run through the primary coverage. Express Scripts refused to allow
CVS to transfer the claim to my insurance coverage even though the Trust would not cover it. Customer support at Express Scripts said it would have to be submitted to mail order and it would be covered with a co-pay of $17.21. My husband went to our physician who then sent the script to Express Scripts under his coverage. Problem is that the co-pay quoted was applicable under my plan NOT his. I found this out when I went to price
the medication under the 40mg dose through the online account associated with my husband's plan. But I did see it covered under his plan at a 20mg dose and I told my husband. He went to the doctor and requested that the script be changed to a 20mg dose and resubmitted to Express Scripts. She complied. After the resubmit I discovered that the pricing search at Express Scripts provided me with obsolete pricing and coverage information and that there was no current coverage under his plan for the medication. At that time my husband's online account showed two prescriptions in history, one
for the PPI at 40mg which was being shown as cancelled and another with no
drug information which I later found out to be for the PPI at 20mg. I asked,
since the PPI was not a covered benefit under his plan, could it be transferred to my plan for coverage. The support person said that was possible and proceeded to do so but what he transferred was the cancelled 40mg prescription. When I asked about the script with no drug information he looked it up and told me what it was. When I explained that
the one he transferred was already cancelled he said he would stop the transfer from occurring but could not transfer the 20mg script until it showed a drug name associated with it. The next day the 20mg PPI script information was complete. When I saw it complete online I called Express Script customer support and the person transferred the 20mg script to my plan. That was 6/13/2014. Today under my plan I see a script for 40mg of the PPI being currently processed but the 20mg script is not shown. And when I look at the account associated with the my husband's plan all scripts are cancelled. Per the system the processing time for the prescription is requiring another 3 days, a total of
6 days, to process the script and my husband needs it now due to the discomfort he is having with his stomach.

5. The email associated with my Express Scripts online account associated with my husband's benefit is not the same as the one associated with my benefit. I have each
account set up to send activity to me by email using the account's associated email. The issue is that I'm being notified of prescription refills and other activity under the my benefit through the email associated with my husband's benefit. Apparently my two accounts have been crossed somehow with information for one account being transferred to another without direction by me.

This has been a disaster. I just wish we could go to one prescription benefit and suspend the other. Seems since we are not on Medicare that will be not allowed. Doesn't make any sense to me especially when I am told that benefit is based on the insurance card I present.

I had placed an order for one item, but instead of getting that order I received montelukast sod tabs 10mg, an order I had specifically requested not be on "auto" delivery, when I placed the other order on 5/17! yet, today, 5/23, I did receive the offending order! when I called express scripts/medco to inquire about the offending order, request refund to my husband's credit card, and a return label for the rx, I was told (a) you can't have a refund, (b) you have to keep the rx since your doctor ordered the drug (even though that doctor has not been my doctor for over a year), and (c) what I had been assured had been taken off auto delivery on 5/17 wasn't off auto delivery until today, 5/23! promises, promises! and, when I asked, "why did I still get the montelukast even after I had requested it not be delivered," I was told by george, one of the managers, that "it was because your doctor had ordered it." when I asked george why es/m was filling rx's for me from a doctor I no longer went to, george said, "he used to be your doctor."
I have told express scripts/medco repeatedly about the terrible experiences i've had with that past doctor, and to never fill any more prescriptions with his name on them, yet es/m continues to do so, ignoring my requests, and ignoring my current primary doctors! apparently, the "bottom line" is more important than the care of the client!

Our insurance carrier switched to Express Scripts about a year ago. It has proven to be an impossible situation for many of us. Prescriptions are constantly lost, dosages changed without doctors approval, etc. This doesn't seem to be just human error, it looks more like a company policy. Has anyone thought of putting together a class action suit or getting the attorney general(s) from several states to investigate?

Since 1/12/2012 I have been billed for Workers Comp Medication.This is in violation of the California Labor Code. Accordingly, I am not obligated to pay for these charges, by Law. It is your error from the git-go.

I will not pay for your mistakes.

I have been in phone contact with your phone representativs no less than 6 times, and have written 4 letters, including one to your CEO, Mr. Paz, to no avail.

My next course of action is to file a complaint with the Los Angeles Police Worker's Compinsation Commission.

I hope this situation can be resolved without me doing that.

Sincerely your's,

John O. Shambra

For the 3rd time in 4 months Express Scripts has not received or entered my Rx into their system. Every time I call I get the runaround. This is for a med that if discontinued abrubtly can cause severe side effects. I think as others have wrote that this is criminallly negligent at best, purposeful loss at worst. Does anyone have any suggestions on how to get action from these weasels? Thank you.

lost 2 of my scripts two times, and still insist they have no record for them. i cannot function without them due to bi polar disorder and have been off my meds for days. calling gets me nowhere. email gets me nowhere. my doctor calling gets me nowhere. all we're doing is repeating the process.they just keep handing my doctors the same story. all my doctors can't be doing this wrong. this should be a crime.

I called Express Scripts because I had not received my ID card though I had signed up a month ago. It took me three phone calls to get this resolved. The woman who picked up my initial call pretended she couldn't hear me and hung up on me. I am positive she could hear me though because the interactive voice response system (IVR) worked correctly before I was transferred to a live representative.

I called back immediately. This time, when I was routed via IVR to a representative the phone rang several times and then gave me a recording that the representative was not picking up and disconnected me.

I called back a third time and received the same woman who answered my call the first time. I told her I needed to get a prescription and did not have an ID card yet. She told me she could not understand what I meant. Also, instead of asking me to verify my address/phone number, she read my information out loud and asked me to confirm it, which has never happened to me before. It seemed like she was treating patient private and confidential information carelessly.

My complaint is with express scripts in saint louis, mo. on several occasions i have sent prescriptions to this company only to be told over and over again that i did not send the original scripts for certain narcotic medications. after threatening them with complaining to the dea they miraculously found them. it is my belief that certain pharmacists working there attempt to steal these prescriptions for themselves. this has happened on more than one occasion.

the supervisors that i have dealt with are rude and unhelpful. they basically have called me a liar. i believe this company and its employees are totally incompetent. the pharmacists are ###s and attempt to steal narcotic medications for there own use or for profit. they have caused me to go without my pain medications for unacceptable lengths of time. someone needs to investigate this place and people need to lose their jobs.

We are required to order recurring medications by mail through Express Scripts. Received refill of 90 day supply with some pills in bottle sheared horizontally where the pill is 1/2 of the dose - these were asthma meds. Defective pills, not due to mailing. Pills sheared in 1/2. AND 90 days supply contained 82 good pills, 6 defective sheared pills - which is 88 total - we were shorted AGAIN for the 90 day supply we pay for (copays increased from 60 to 120 with no notice). Quality control is lacking and customer service when you call to report is worse! 3 people, long wait times and they do not take responsibility for their incompetance. This could be very dangerous with medications that are shorted and defective in dosage.

My doctor is being asked for new prescriptions too often. I take a lot of meds for a transplant and ExpressScripts and CuraScripts asks for a new prescription, fills it once and tells me I need a new prescription. The screens they display (with my refill data) aren't up to date. They don't seem to care. I used to use Medco and they were always right on top of everything, but then ExpressScripts took them over, the service went down the toilet. I'm going to take my prescriptions to Walmart. It won't be as convenient but it will be a lot less stress on me and my doctors.

I asked for a supervisor's supervisor this time. TREVOR answered after a 10 minute wait. It has been 3 weeks since I sent them a prescription and they have no record of it. "We'll try to reach your doctor." TRY? Excuse me, Express Scripts, but I've heard that over 100 times from you! Once again, I am out of blood pressure medicine (when your company has made it boil) while I spend 48 minutes on the phone with you. Express Scripts: TOTAL IDIOTS, INCOMPETENTS, ARROGANT (blame the post office for losing it -?) COMPANY THAT PRETENDS TO DISTRIBUTE LIFE SAVING MEDICINE. I have never had them acknowledge receiving about 60 presciptions in 6 miserable years of having to deal with them.

Once again, I mailed a prescription to them using their addressed envelope. Eleven days later, I am told by an Express Scripts supervisor that the post office probably lost it. Odd how ALL of my mailings get lost - about 40 orders to date. After 6 years of abuse by this company, I will continue to contact authorities to ask for an investigation of their business practices. In 6 years, I have NEVER had 1 prescription order go smoothly! My doctors are tired of dealing with them and they have a bad reputation all over the country. I am forced to do business with them or I would have told them to kiss my ### 6 years ago. This is STEP 1 in trying to get a prescription. Step 2: "Have your doctor fax it to us." Step 3: "How many do you have left? Step 4: You can get an emergency supply for 1 month from your local pharmacy. Have your doctor write you another prescription." Step 5: 3 weeks later and 10 voice mails from Express Scripts saying they are processing the order. Step 6: By now, you have talked to them 11 times and they finally decide it's time to mail it. Your calls to them have averaged 25 - 45 minutes each time. Step 7: It arrives after almost a month.

I just received a generic form of medication from Express Scripts. My doctor does not want me to take any generic medication. The perscription was written almost 1 year ago when no generic was available, but apparently now there is and they refuse to give me the proper medication. Their pharmacist and someone in supposed "management" spoke with me and acknowledged that there was no generic available when the perscription was written, but hide behind the idea that since my doctor didn't mark the perscription to advise of no generics (why would he when none was available?) that they did not fill the perscription improperly and therefore I am screwed. Why should I be forced to pay for something I didn't order, cannot use, and they won't let me return?

I work for Express Scripts in St. Louis Mo at the manufacturing facility. On 6/19/2012 we were told by one of the supervisors named Matt Lauer that we would receive a bonus on our checks in the amount of $200 for the pay period on 6/22/2012. but if you had any write-ups then you would not receive this bonus. Well I didn't receive my bonus along with some other employees and I would like to know why I didn't receive one. I am on FMLA and I have missed some days but when I am at work I give 110% all the time. I go way above my quota everyday all day long and I am highly pissed off because you have employees there that never makes their quota and they received a bonus. it was kind of ironic to me because from what I know there were three of us that I know of that did not receive this bonus and it's funny that all of us are FMLA and now I'm starting to wonder if we didn't get this bonus because we are on FMLA. well to me that is discrimination. Express Scripts has so many unethical things going on like supervisors sleeping with employees, supervisors not giving some employees their points when they miss days they cover for the ones that they like and if they don't like you, you are screwed. they discriminate against employees that have limitations, they will not accommodate them in no shape form or fashion. There is this one young lady named Lisa Gaines that got carpal tundra from the job but they are denying her workman's comp and they will not let her work because they told her they do not have anything for her since she have limitations so when she was released by her doctor to return to work they sent her home and she has not returned to work yet and she has no money to support herself and her family. I hate working for this company because all there is, is a lot of favortismn going on. They do not care about their employees at all we are working at very low wages for what they expect you to do. they use their employees and when they get tired of you they fire you. I have witnessed people being fired just because and the ones that should of been fired because of points are still there. Express Scripts is not a good company at all and I cannot wait until I find me another job. I want some answers though to why I did not get my bonus ! several people have lawsuits against this company and I do not blame them. I have a friend that works there that was discriminated against and now they harass her on a daily and to me that is nonsense. someone needs to come and get to the bottom of this issues.

I got my other 2 prescriptions after 3 weeks from mail ordering them but it took 5 phone calls from me, each averaging 45 minutes. More lame promises from them saying they would overnight them...they never did, they never do and they never will. I don't know how they stay in business and I am sending a complaint to Missouri. I've contacted the BBB each time but they do nothing. If you have to do business with them through your employer's health insurance, make sure to tell them to change companies. Someone could die! When they tell you to pick it up locally, they're hoping you do so they're off the hook. Don't do it...tell them you pay a huge amount of money for your insurance plan and they need to fulfill the contract and send your prescriptions immediately.

I have never mail ordered prescriptions to them and have things go smoothly. Today, I got 1 of 3 prescriptions so I called to ask where the others were. I was told they will be mailed at a later date. I asked them to verify what was being sent and they said VIALS of insulin...wrong! My prescription was for insulin pens and has been for 7 years! I asked why my prescription was incorrect and the supervisor "Nadine" told me of a FAKE, made up Dr. that faxed it. I have never heard of the Dr. so they lied! They said the fax order cancelled out the order in process for the pens. I told them I would refuse the order of vials but they said I have to accept it and destroy them! They tell such outrageous lies so I'm calling them tomorrow and asking for a copy of the fax and I want everything they told me, in writing. I'm sure my Dr's. office would love to see a fax from a Dr. they've never heard of. I am forced to do business with this company and if I had a choice, I would NEVER depend on them for life-saving meds. I think all the employees are enjoying all of the meds while they drift in LA LA land and pretend to be a company. THIS IS MY 4TH POSTING ABOUT THIS COMPANY!

Mail order is suppose to be easier, cheaper and more efficient...so far..not so much. I am a 37 year old, new customer and I called in about a week ago to set up my 5 perscriptions. The agent was friendly, polite and I left the call with a feeling that this service was going to be cost effective and save me time.
Today I get a voicemail that there is an issue with my order and to return the call. When I called in I was informed that I have an outstanding balance and my order would not be shipped until my balance was brought under $150. I thought that was interesting since I haven't received any medication.
I specifically asked how I would be billed. The agent said "We will just invoice you when you receive the medication." Had the 1st customer service rep explained that since I didn't have a credit card on file I would only be able to have $150 in outstanding co-pays, I would have provided a credit card.
I authorized the agent to charge $40 which was at his suggestion and this would prompt the rest of my order to be shipped. Only for him to place me on hold and tell me that he was mistaken and the balance needed to be paid in full for the meds to be released. Needless to say my first week with your company has not been a good experience.

I would suggest that at the end of a new customer sign up a short disclosure be read to the customer explaining payment and other important policy.