Diane S Exx

Complaint regarding Prescription coverage and copay practices

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I have numerous complaints regarding issues I have encountered with Express Scripts. The specific concerns are as follows:

1.

Refusal to cover increased costs for prescriptions filled at outside pharmacies, while simultaneously increasing copays for prescriptions filled through Express Scripts.

2. Overruling my physician's prescription decisions and not allowing my prescribed medications to be filled.

3. Limiting the number of refills I can receive in 365 days for a specific dose and/or brand. For example, I am only allowed to receive 1 dose of 12.5mg in 365 days, and 2 doses of 10mg in 365 days, all while my physician has requested this specific dose to be maintained.

They overrule that decision.

These actions are contrary to what I believe is fair practice and are negatively affecting my ability to obtain necessary medications. I have attempted to resolve these issues through your customer service, but my concerns have not been adequately addressed.

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Preferred solution: Deliver product or service ordered

User's recommendation: File complaints to State Board of Pharmacy, FTC, Patient Advocacy Organizations. State Attorney General's Office.

1 comment
Guest

If you get a script filled outside the preferred pharmacy. There will be increased cost.

ALL insurance work that way. Medicine increases in price and copay and medication classification changes over time. That is with ALL insurance, The other things have limits naturally set. Controlled substances have a hard limit and need a PA.

You have to pay extra for those things outside the normal prescription practices. Again almost every insurance and pharmacy.

Pharmacists are allowed to recommend substitutions unless it is a controlled or the doctor writes on the script do not substitute. Call your doctor and have him write on the script do not substitute.

Salvador M

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Verified Reviewer
| map-marker Doylestown, Pennsylvania

Bullying business model

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They blocked our local pharmacy .it's a bullying business model that makes customers life miserable. My wife is currently fighting Carcinoma Stage 3 cancer, and her prescriptions were denied. I am seriously considering a new employer, due to this company. But when you sign up with them, they lie to you. They tell you that you can use the pharmacy of your choice. If you do not order online. Stay Away From this horrible company.
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User's recommendation: Do not do business with express Scripts

Christina K Rsw

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Verified Reviewer

Not happy

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Updated by user May 23, 2024

Eventually they addressed the problem to my satisfaction, but it took a long time & some hoop jumping.

Original review May 20, 2024
My doctor doesnt have a fax machine & never had one, so apparently I will get an email each time I need refills that you tried to contact him (by fax) & he hasnt responded (because he doesnt have a fax machine). This is absolutely ridiculous that you only can contact him by fax, when most people dont use fax machines anymore. Its absurd that I need to contact him to contact you every time I need a refill. Why someone cant pick up a phone & call him, or email him instead of emailing me, as I cant do anything but contact him (to contact you). There is nothing express about this at all.
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Preferred solution: Other ways for express scripts to contact doctors because hardly anyone uses fax machines anymore.

User's recommendation: This “express” company sucks!

2 comments
Guest

I almost immediately got an email from them that my orders were cancelled, because my doctor didn’t respond. Meanwhile I have only 2 pills of one medication left & 6 pills left of the other.

I wound up having my doctor call just them in to the Giant pharmacy.

I can’t even begin to describe how *** this service is. Unfortunately I’m forced to either go through express scripts or pay full price for meds.

Tina K Ebw

I spent a lot of time emailing back & forth with customer service & finally managed to get a satisfactory solution for this issue.

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Brysen Gqa

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Verified Reviewer

They canceled 4 prescriptions b/c the doctor has the same last name as the patient. No relation but they would only communicate with the doctor, whose office is closed for vacation.

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Customer service was of zero help. Urgently needed medicine was held up because the doctor and I happen to share the same last name, despite the doctor having written the prescription for years!
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Pros:
  • Supposed convenience
Cons:
  • Cannnot handle anything out of the ordinary

Preferred solution: Deliver product or service ordered

User's recommendation: Use for only simple scripts that they can’t screw up.

BS S Qlu

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Verified Reviewer

Patient co pays raised frequently

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Patient co-pays rise frequently. I don't like this pharmacy but I have to use them because I have Tricare.
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Pros:
  • No pros whatsoever
Cons:
  • Co pays raised frequently

User's recommendation: Avoid express scripts if possible. I have to use them because have Tricare

Phat H Squ

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Verified Reviewer
| map-marker Fargo, North Dakota

Told me to call my healthcare insurance, when they have nothing to do with my prescription costs.

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Had a call with a representative because I was able to get my medication covered 2 weeks ago, and then I went to a different pharmacy for my next 2 week supply of medication and the receptionist said that my insurance declined coverage. So, I call Express Scripts because they are responsible for the coverage, and the Express Scripts representative told me to call United Health Care, and I asked the representative, "doesn't Express Scripts handle the prescription side of the insurance" and they said no and told me to call United Health Care.

I call United Health Care and they told me they do not handle the prescription cost, and so they call Express Scripts for me and sure enough its the same representative that told me to call United Health Care. This time they were able to tell me why it wasn't covered (because I needed prior authorization from my Physician) I am just unsatisfied how Express Scripts handled this situation. This also happened last month with another Pharmacy and it was the SAME representative who pretty much just brushed me off and told me about the Co-pay, cost, etc, etc, Information that I already knew about, and I didn't press the issue further, because I gave them the benefit of the doubt and just said ok i'll just pay the full amount for a week supply (100$ for a week supply). Two weeks ago, I did not need any prior authorization and had no hassle getting my medication covered and it only costed me 43$ for two week supply.

So, now i'm wondering if I really needed to pay 100$ for that one week supply because the representative just pretty much told me they could do nothing, but based on what happened today I am suspicious.

I was understanding, had good manners on the phone, so I don't know why they didn't put in the extra effort to look further into my issue, and I don't want to assume anything. But, that has been my experience today.

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User's recommendation: It feels like you have to jump through hoops just to get your medication covered, and if you want more information it seems they aren't willing to put in the effort to look into it.

1 comment
ExpressRxHelp

We apologize for the recent issues you have had & want to help. Please email ExpressRxHelp@***s-scripts.com your member id, phone number, handle name, date of birth and how we can better assist.

Thank you. ^Bw

Collin W Omy

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Verified Reviewer

Horrible customer service

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The letter I got from Express Scripts told me I need to download the app instead of getting an insurance card, so I did. Of course, the app couldn't find me in their records, so I called support. I work in phone customer service and the bot could not understand, was not helpful, and was very slow. So, I finally get to a person (India) and she is not helpful, kind, grateful, or empathetic. I got her to send the insurance card in the mail I think, but I don't know because she hung up on me right after saying she would do it. So disrespectful and I never got a survey either.
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Pros:
  • Have an app
Cons:
  • No insurance cards for you
  • 0 out of 10 customer service
  • Race to the bottom type of company

Preferred solution: Apology

User's recommendation: Stay away if your budget allows

CFazz F

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Verified Reviewer

Horrible Customer Service - They Control your ability to get a prescription

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I have been calling them since mid march for my medication. They send me back and forth between them and my Dr.

Mid April now and I still don't have the med. I am told my next, higher dose is out of stock without a restock date. Lower dose is plentiful, Dr. agrees I should stay on it not to disrupt treatment, Express Scripts is holding the medication back.

They need to review the Doctor's recommendation which is Ludacris as they are not the doctor. If you can't provide the higher dose and Dr.

wants patient to stay on the same does, you must submit a review that I am told takes 14 days for them to review the Dr.'s request for a repeat dosage and suggest you call 911 if its an emergency. I will be writing a scathing letter to my plan administrator letting them know how their choice of Express Scripts is poor and not in their associates' healthcare best interest.

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Cons:
  • Control your meds
  • Do not care at all
  • Poor customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Write your organization requesting a different pharmacy liaison.

Lissa S Jqy

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Verified Reviewer
| map-marker Burnsville, Minnesota

Company fraudulently bills insurance companies

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SStayyDo not order from this company! Express scripts puts profits over customers health. I tried to get my heart meds filled by Express scripts since February and finally I cancelled the order to go to the company I used to use, and suprise suprise the med arrived the next day after I cancelled it. Insurance won't cover the rx from my old company and Express scripts won't reverse the charges. This is a scam company, your life is littealy in danger using them.They do not care about people at all!!! Please avoid them at all costs. I would give them a zero if I could.
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User's recommendation: Stay as far away as possible

Yona Zaj

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Verified Reviewer

Terrible service

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I have been trying to get medication for the last week. I've spoken to several supervisors, pharmacy people and prior authorization people and they all tell me everything should be all set, that over rides are in place to get it to go through and yet, it never does. They basically harass your doctors office for information they already submitted. This is the worst company I have ever dealt with.
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Cons:
  • Do not provide services

Preferred solution: Deliver product or service ordered

User's recommendation: Don't bother with them because you will just be wasting your time on hold with them

1 comment
ExpressRxHelp

We are sorry about your experience & want to assist. Please email ExpressRxHelp@***s-scripts.com your member id, phone number, handle name, date of birth and how we can better assist.

Thank you. ^Bw

Vince Edg

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Verified Reviewer
| map-marker Atlanta, Georgia

Poor service

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Updated by user Apr 09, 2024

We have no choice but to use ExpressScripts since it is tied to our healthcare plan. If we had a choice then it would NOT be them.

Original review Apr 08, 2024
Express Scripts is trying to force us to agree to their website EXPRESS-SCRIPTS.COM TERMS OF USE. REFUSE TO SIGN. ExpressScripts has me locked out of my account until I sign a "EXPRESS-SCRIPTS.COM TERMS OF USE". I don't like ExpressScripts but it came with my healthcare plan. Hence, I am forced to use ExpressScripts. ExpressScripts should be sued for constantly playing these "Jump through the Hoops" games with people like my self who become severely sick and are forced to do business with their ilk and poor website that messes up our medications and even at times denies us medications.
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User's recommendation: AVOID expressscripts

1 comment
Tina K Ebw

Same here on the have to use them situation. I would not use them if I wasn’t forced to either.

Corrina C Pvw

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Verified Reviewer

Worst Pharmacy

Wish I had something good to say about Express Scripts - but in 40 years, never saw a pharmacy behave so irresponsibly, consistently. Their word about anything means nothing.
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Pros:
  • Have more medication options
Cons:
  • Are irresponsible to extreme

Preferred solution: Deliver product or service ordered

Lula P Zfq

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Verified Reviewer

No delivery. Won't allow local pharmacy to fill any Rx

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Dr ordered 2 Rx 2/16/24. Express Scripts mailed a package that got 'lost' 2/28/24.

Damaged package was returned to them in March. I never saw it. I paid for Rx locally. Now I need refills and Express Scripts refuses to allow pharmacy to refill Rx or even fill a third Rx.

They want me to call them.

I cannot hear over the phone AND my pharmacy has been talking to them most of this afternoon. They want me to update my address. The same one I have had over 25 years. Would someone please tell them the abbreviation for Mississippi is NOT GA?

Package got lost in Mableton, GA between DHS and the USPS.

If you must use them, stay on them daily. Report all problems.

View full review
Pros:
  • Great if it works
Cons:
  • Use dhl which is not reliable

Preferred solution: Let my local pharmacy fill my prescriptions.

1 comment
Guest

We are sorry about your experience and wanted you to know that help is still here if needed. We would like to make sure your issue is resolved.

Feel free to email ExpressRxHelp@***s-scripts.com your member ID, date of birth and phone number where we can best reach you. Kind regards, IH

Lissa S Jqy

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Extremely poor service

Do not order from this company! Express scripts puts profits over customers health. I tried to get my heart meds filled by Express scripts since February and finally I cancelled the order to go to the company I used to use, and suprise suprise the med arrived the next day after I cancelled it. Insurance won't cover the rx from my old company and Express scripts won't reverse the charges. This is a scam company, your life is littealy in danger using them.They do not care about people at all!!! Please avoid them at all costs. I would give them a zero if I could.
View full review
Loss:
$3000
Cons:
  • Terrible customer service and does not care about customer

Preferred solution: Full refund

User's recommendation: Stay as far away as possible from this company!!!

1 comment
ExpressRxHelp

Hello Lissa, We're always able to talk about any issue and help at ExpressRxHelp@***s-scripts.com. Please send over your information so we can talk. Thank you-Adam

Matt A Qyc

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Verified Reviewer

Hold Times

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Express Scripts - Hold Times
I called today to inquire about the price of one of my prescriptions and I spoke to someone first that put me into a Que which I was on hold for 1 hour and 55 minutes before I hung up. I have never been put on hold for this long from any company. Im not sure who runs their call lines but obviously they need a lot more help. As of now I still cant get help. How awful!
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Preferred solution: Information about my prescriptions

User's recommendation: Don’t ever try to call unless you like holding for hours.

1 comment
ExpressRxHelp

Hello Matt, We're here to help in the future. Please email ExpressRxHelp@***s-scripts.com your account number, date of birth, zip and phone number so we can talk. Thank you-Adam

William M Qyv

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

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Verified Reviewer

Fradulent Pricing Promotion

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Express Scripts - Fradulent Pricing Promotion
HExpress heavily promotes it is the cheapest cost provider for TRICARE military drug needs. i have evidence that is blatantly not true. Just have your prescription sent to your down the street pharmacy and you will save a lot of dollars. Cigna the drug provider is making millions in profits at the expense of the military service man.
View full review
Loss:
$5000
Cons:
  • More expensive abuse

Preferred solution: Fraudulent Indictment

User's recommendation: Have your prescriptions sent to local pharamcy - Walgreens CVS etc

1 comment
ExpressRxHelp

Hello William, If you have billing concerns, we're able to help. Please email ExpressRxHelp@***s-scripts.com your account number, date of birth, zip and phone number so we can talk. Thank you-Adam

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