Express Scripts - Terrible service. I might as well be a pharmacy tech for all the extra work I have to do now that I am using this service
I started using express scripts 3 months ago and twice now my doctor has sent ExpressScripts my prescription in with refills, and both times I have received my prescription in the mail with the label marked "no refills". The first time I did not even notice because I always get refills on this prescription, I've been taking it for years and wouldn't have expected this to happen just because I switched to using ExpressScripts instead of a regular pharmacy.
3 months later and my medication is almost out, and I'm wondering why I haven't received my next 3 month supply yet.
I call up ExpressScripts and they say I'm out of refills and they have been "unable" to get in contact with my doctor's office, despite having the office number. Of course they gave me no notification on their end to me about the issue, not via phone, email or snail mail despite having my contact for all of these. If I had not checked in I would not have known until after I ran out.
So I call up my doctor and have them rush out a new prescription for me so I can get my refill before I run out of medication. I make sure I tell them to please send it with refills this time.
A few days later I get my new script in the mail and of course, again it says no refills on it. But when I call my doctor's office they check the prescription they sent to ExpressScripts and tell me it had 5 refills on it.
I call up ExpressScripts with this information and get the rudest "pharmacy tech" who tells me that my doctor's office is wrong and that they did not send it with refills. I ask her if someone can contact my doctor's office to fix this issue and she tells me "can't you just do it" and "just tell your doctor to send in the RIGHT prescription next time".
Insane... If my doctor is saying they sent in the correct script, and the pharmacy is telling me they received something else, twice now, what else can *I* personally do here?
Is it not the pharmacy's job to reach out to the doctor if there are issues like these with the prescription written? What purpose would it serve for me to call back and forth between ExpressScripts and my doctor's office, when clearly an issue with a prescription going through incorrectly this is something that needs to be resolved between a doctor and a pharmacist directly? I don't understand why ExpressScripts would be telling its customer service reps to handle issues like mine in this manner... it makes absolutely no sense...
Don't make the mistake of thinking this service will save you time or effort because you don't need to pick your medication up at the pharmacy.
You'll be wasting your time on hold or talking to customer service reps who could care less if you get your medication. If you have the option, go somewhere else to get your medication.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.