Express Scripts Reviews 84

For most of my prescriptions ES is fine. But for one of mine it has been a NIGHTMARE! So many emails and calls between me, my doctor and ES. With ES changing their story/excuse so many times. My doctor’s office says they often have trouble with them. Oh. And their 3 month supply cost is more than 3x the monthly cost. Gee, thanks

Plan on being on the phone when calling my calls are an average of 1 hour each call and trying to get help for anything is nearly impossible

Express Script is the worst pharmacy I have ever encountered in my life and I am a pharmacist. Customer service is terrible. There is no communication. Prescriptions are just magically cancelled. Valid prescriptions are not filled or customer service says they need permission from the doc to for a prescription the doctor already wrote that is in the Express Scripts systems. Mail order items don’t arrive and are lost and Express Scripts says to go to a local pharmacy. This business is a total nightmare

Just got another email for a balance of 244.61. Also stating that if not paid.. they won't release the scripts. Excuse me. That's not right. How do you justify placing someone's much needed medication on hold. And the Call Center. The worst Customer Service ... I still don't have my Heart. Medication. That's ok cause I'd rather use a local Pharmacy anyway.

DO NOT TRUST EXPRESS SCRIPTS!!! Express Scripts is completely unreliable. I put in an order for a prescription they said they had in stock and the order was put into processing mode. I called the next business day, they said it was being put on ice and getting ready to ship. I called the next 2 days and was told the same thing. I called the day after that and had the order escalated because I was out and they said it had moved to fulfilment and was waiting to ship out but not to worry, that I would get my medication because it was in fulfillment. I called the next day and escalated the order again and was told again not to worry, it was in fulfillment waiting to ship. 2 days later I get an email saying my order was cancelled due to lack of supply. They will tell you whatever they need too to placate you and of course you get a different customer service agent each time so you never get the entire story. Horrible experience with this company! I will never use them again.

By far the most despicable crooks in the pharmacy game(and that is saying a lot). This company will do anything they can to screw you over. It is their mission to make every single person forced to use them as miserable as possible. I would rather drive a mail through my own hand than have to contact this horrible company.

This company is clearly a money grab within the larger 'big pharma' disaster that is devastating everyday Americans. I would rate with 0 or -1 is possible. The PBM model needs to be dismantled, starting with investigations of collusion activity and their individual board members.

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.

Continuity of care should be among the highest priorities of any pharmacy. Processing refills of important medications without a lapse is crucial. If the provider and patient follow the procedures, but there's a problem at the pharmacy's end, alternatives should be presented immediately and followed up. It's the pharmacy's duty to expedite, assist and communicate until the meds are in the patient's hands. Express Scripts' robotic, overburdened system has completely detached itself from that duty. Courteous customer service representatives, when you finally get to speak to one, have neither the expertise nor authority to resolve problems. Communications – email, text, phone, online account – often contain contradictory, misleading or outright false information. In the absence of ethics and competence, Express Scripts ceases to be a pharmacy and becomes nothing more than a pharmaceutical warehouse. For Tricare's military families, it's a terribly sad violation of trust.

Unfortunately 1 star is as low as it goes
I am a disabled veteran and I am forced to use Express scripts for my medications. I have been locked out of my account since the beginning of the year and no one is capable of helping. They even went as far as blaming it on my military service. The people that answer the phones are rude, condescending, and incapable of actually fixing an issue. Having to use Express Scripts is a punishment, not a benefit, and if Express Scripts is what you people think of your veterans, all I can say is "Same to you buddy"

If I was able to give a zero star rating, I would. This is the WORST experience my wife and I have ever had with any insurer/pharmacy company. They have repeatedly botched orders which resulted in delays in my wife receiving needed medicine and unnecessary suffering on her part even though we ordered in plenty of time. They've made mistakes on my prescriptions as well resulting in significant delays in getting my meds. Customer service did not follow up on what they said they'd do multiple times. Then, to make it worse, the shipment is apparently by slow boat from a galaxy far, far away. The word "express" should definitely NOT be part of their name. I will discuss this situation with my company's HR benefit manager and request they make a change. If their service doesn't improve, I'll need to seriously consider seeking other employment to be with a company that doesn't use them.

Giving this company a "1" star rating is way too high! Unfortunately we are forced to use this company due to my husband's insurance.

I have been using a Symbicort inhaler for my asthma for 1-1/2 years now. A month ago I received a letter from Express Scripts that they would no longer be authorizing this drug and recommended that I switch to the generic Budesonide. According to their letter, it is a very simple process to change my medication. I just need to inform my pharmacy, they will contact my physician, get their authorization and we are done. Well let me tell you, their process is nothing as they describe in their letter!!!

After my doctor authorized the medication change, the pharmacy notified Express Scripts. Express Scripts rejected the new medication and told my pharmacy that they want to me use another drug instead, Breyna. So, my pharmacy contacts my physician again and sends a new authorization form for the new drug. My physician's office calls me to let me know what had happened and that they were authorizing the newest drug, Breyna. My pharmacy sends it back to Express Scripts again for approval where it is rejected AGAIN. Now they have decided that this easy process THEY describe in their letter is no longer adequate. They now need my doctor to submit a pre-authorization form and fill out the required documents explaining why I need to be on this drug. They will not approve this prescription until this is done. WHAT?!! ARE YOU KIDDING ME?! What happened to your easy medication change process? Well, I never did get the answer to that question. Unfortunately for me, it's Friday evening. My doctor's office will not be open again until Monday and I have no medication. Express Scripts doesn't care. They were very sorry to hear that but unfortunately no one there can over-ride this rule. That's a lie! If they really wanted to help, they would figure it out. I asked the woman on the other end of the phone, if it were one of her family members in this situation if she would be telling them the same thing. There was no answer, AGAIN! Go figure!

My husband uses them as well, so we have plenty more aggravating experiences with this company however, this one is just over the top! If you have a choice with your insurance provider, STAY CLEAR OF EXPRESS SCRIPTS!

On the 17th of January, I put in an order with express scripts for three 90-day prescriptions. Each script was for $135 dollars. The employee, Amber, placed my order and explained to me that they had a payment method that would be $135 per month for three months. I received an email indicating that one of the scripts would be over $500, and I received a bill indicating that another medication was $307, and only one was $135. After speaking with nine employees that had no idea how to assist me, I finally spoke with the supervisor who informed me that the change in price was due to Medicare. However, when I requested the script be sent, the price was the original $135 per script, by the time this company actually sent the scripts, the price had increased significantly. This place is run by incompetent, lazy staff that make terrible mistakes and try to place the blame on others. They didn't even inform me that the cost of the medication increased by over $500 from the original price. I would never recommend anyone use their services, EVER!

The incompetence of Express Scripts is out of this world. After 3 weeks of them "processing" my prescription and me talking with them two days prior them stating that it will ship the next day I get an e-mail stating order cancelled - out of stock.

this is an absolute farce!
3 months/oct 2nd of waiting, a total of 8 hours of phone calls, untold number of supervisors and staff on the phone.
bottom line, they needed a new prescription because the old one was for a different insurance company "the prescription did not have a name of an insurance company" and the new insurance company had already approved the prescription but they would not release it until a new prescription was issued..
surprise the old prescription is good, but still not final resolution.

We had no choice but to go with this company for our drugs when my husband retired. Immediately they notified me one of my prescriptions was not in their formulary and would need prior authorization to cover it. This old drug, phenergan is cheap. Thru email, I received a letter stating they had approved it. Only when I called to confirm they told me there was no email with approval. After I read it to them they continued to tell me there was no record of that email and basically told me I was lying. After going thru the prior authorization process with my doctor they called and told me they would not cover this medication. We are off to a very bad start here. I DO NOT RECOMMEND THIS COMPANY. Being called a liar is no way to do business especially when there's proof showing the validation of it. Obviously caring for patients is not their priority; money is.

Bottom Line: Misaligned Incentives and a scam to get you to switch to Express Scripts delivery service. Customers pay the price in terms of costs, time, and aggravation to repeatedly correct simple errors.
Background: We are a retired military family and we've had the same insurance for over 20yrs. Since Express Scripts began working with Humana (Tricare) We've had 7 instances where prescriptions through our in-network pharmacy were blocked. They were blocked because Express Scripts put a flag on accounts to motivate users to call the help line to lift the flag. Once the call center has users on the line to lift the flag they use that opportunity to try to switch you over to their for-profit delivery service. ES gets a slice of the funding if they assume mail-based delivery. They don't get that slice if the citizen/customer goes to the pharmacy to pick up the prescription order. There is no incentive for Express Scripts to fix the system glitch that blocks customers from picking up prescriptions. Each time this occurs the conversation with Express Scripts customer service is the same. The problem is not fixed, and in the words of a customer service representative, "This happens to lots of people..."
Sounds like something that Express Scripts should fix?

They must really put effort into being this bad. Waited for three weeks to receive my medication and eventually went back to my original pharmacy. Never again.

Tried to acquire a prior authorization for a medication that I have had for 3 years with previous insurance. I have tried other medications that caused me extreme distress resulting in a prescription for Lexapro. They don't care. Why would they.

Since Express Scripts has gone mainly to on line it seems apparent to me that they must be trying to get Tri Care members off the program. Even with medications on auto refill I must go in every-time and approve refill. I have to go in every-time and get prescriptions renewed for meds that I have been on and will be on for years. I receive numerous nonsensical emails about refilling a med that I have previously approved for refill. With 8-10 meds each for wife and I a very laborious process. Someone in their 80s with a deteriorating mental condition would have great difficulty sorting all this BS out!