Express Scripts Opiniones 84

OMG they are so discombobulated! I spoke to so many people and will be missing some of the doses of my medication due to lack of correct information!

My eye doctor has prescribed eye drops for high eye pressure. Express Scripts has on their site the medication will be covered “under certain situations.” I have asked what these situations are, since they deny coverage for me. No one will give me an answer, other than to regurgitate my doctor needs to contact them (she has.) And just now they told me my plan doesn’t include these eye drops. But before it was they needed a prior authorization. Which is it, Express Scripts?! I have lost patience with this company because all you get is a runaround when you contact them.

I am so tied of having to talked to reps at Express Scripts. They will accept your refill request, send you conformation of your order is being processed, and send you a message saying they cannot fill the prescription. Or your Prior Auth oration has ran out. I have to take time off work to go to the doctors office to ask them to call ES and get them corrected and many times ES information is incorrect and my PA was good. Instead, you have to run out before a supervisor gets on the line to tell you I screwed up another refill request and we will process the order as soon as possible. Meanwhile I am out of my medications. I have so many unproductive phone calls to ES and if my employer did not require I use them with my insurance I would not recommend them to anyone. Another thing some prescription companies offer discounts sometimes. ES informed me if you do not ask for the possible discount then they will bill you your full cost. Where does that profit go to? I so dislike ES.

Run around to try to not cover. I've spent 2 days back and forth with express scripts, my doctor, my pharmacist all to get a 1 day vacation waiver for a prescription fill. I've spoken with 6 different people and just hung up on 2 other times at express scripts and get a different answer every time. Every time I go back to my provider and ask them to do what express scripts told me and then they do and are told no...so I call again. It should not be this hard to get a prescription filled 1 day early.

I don't have enough time in the day to discuss how bad the service with this company is as far as their online services go. I would cancel them but even if I went to a brick and mortar store it would still be express scripts because that's what my company uses.

After 9+ calls AND having the doctor call in a different prescription for an "approved alternate" medication, that "approved alternate" medication was also DENIED. I had a previous prescription for BUDESONIDE-FORMOTEROL FUMARATE (asthma inhaler) which I took for several years prior to moving to Costa Rica. At that time, I had no problems filling the prescription. Now I returned to the U.S. for medical care (especially for asthma) and get the doctor to write a new prescription. Not surprisingly, he wanted me to take the same medication as the Asthma/Allergy specialist I was seeing previously had me take. So, after getting an initial denial, I received an email from Express Scripts indicating they wanted to prescription changed to either Advair HFA or
Advair Diskus, I called the doctor asking them to change the prescription to one of the "alternate approved" meds which they did. Now I find out that the "approved alternate" medication was also DENIED! So, now they want a "prior approval" call from the doctor. The requirements change every time I call Express Scripts.

I had a good experience with Express Scripts for about 5 years....the last 6 months have been an utter nightmare.

They can't get any of the prescriptions correct. They continually are missing the automatic refill and this week was the final straw. I went through the process of getting a prescription, pre-approval for Mounjaro....then was told it was fill and shipped and the same day I got a note it was in short supply and can't ship. Have the doctor call in another prescription. HUH? can't fill it but reorder it. Did this three times all the same result. My doctor then called in a replacement in Ozempic. All seemed good, then got another note that it needed pre-approval. That was given the and got a note the NEXT DAY...it needed pre-approval. I finally called them and talked 25 minutes to get this refilled and was told it was approved and processed. TODAY..I get another note that I have to start the entire process over. Forget them...they are amateurs and really screwed up. I am going back to local pharmacies.

Poor customer service and can not get medication in a timely matter

I am going through a painful withdrawal because they have not sent my depression medication. I have a new drug plan this year and my doctor sent my prescription in the first of the year. It is now February 5th and I still don't have it. They have made us go through so many steps to get this med; even though Medicare can certainly confirm for them I have been taking this drug for several years. They are jeopardizing my health and I have no idea if they will ever fill this prescription. They are medically dangerous and humanly uncaring. I regret my drug plan selection.

While this company brags about proudly serving government employees and military families, their conspiratorial corporate processes to NOT provide medication to their patients is nothing short of EVIL. There are good souls that work at this company but they are not empowered to overcome the layers of paperwork, denials, cancellations, and missing files that have been intentionally structured to deny patients from utilizing their earned benefits. Those with the power clearly have evil in their hearts and corporate misconduct on their To Do Lists daily. If I could give this company MINUS A MILLION STARS, I would gleefully do it. Alas, I am resigned to give them one star and every ounce of disdain, disrespect, and disgust I can muster. Go elsewhere if you can. If you cannot, God bless you and fight the good fight.

Everytime I call, it's between 15-75 minutes for a customer service representative to pick up the line. The callback feature is a joke--sometimes it works, sometimes I've been dumped back into the queue and had to wait 45 minutes or longer!

The customer service representatives are very nice, but seldom can provide any more detail that what the website account displays. The website often isn't updated in a timely manner, so there are times when I know the prescription status is outdated, but the customer service rep will insist that it's correct, so they can't help me.

There needs to be an online feature to upgrade shipment methods when necessary. Now when a new prescription is provided to Express Scripts, I have to guess when it is far enough along with the "processing" that I can request expedited shipping. If I guess too late, customer service will tell me I should've called sooner, but how do I know? Ridiculous and can have major medical consequences, esp. when about to run out of a medicine. No one has the time to login every 30 mins, or whatever is necessary, to randomly catch a prescription that changes from "processing" to "standard shipping".

Several times I've received a call directly from the Express Scripts Pharmacy. They've told me what the true status of my prescription is, yet since the website doesn't update, the customer service reps don't know. There should be one status database that contains notes from everyone I've talked to about a particular prescription.

I"ve wasted hours between waiting for reps to answer my call and having them put me on hold to only return and tell me what I already know or that they can't help me!

Yesterday an Express Scripts pharmacist staff person called and told me the medication I've been waiting for will ship today via overnight delivery. The website wasn't updated. I've called and gone through waiting for customer service to pick up twice today. The reps tell me that the prescription is still being processed. Who is giving me the true status? I'll either receive the medication tomorrow or 8 days from now...

Leaving this service behind.

After using them for several years, now, for some reason neither my wife nor I can log in. Go figure.

We have to have express scripts through my husbands employment for 6 years now.. every single medication/dosage change (aside from antibiotics) requires a prior authorization.. which takes days.. our doctor even submits them ahead of time, due to express scripts taking so long to process them, and it still takes days.. I can look it up and see it is covered by our insurance on their website but they still drag their feet.
The costumer service staff are friendly but you are transferred to another department, several times, and ultimately told you just have to wait it out.
It wouldn't be so bad if this didn’t happen every. single. time..
Do not use them. You will be disappointed for sure.
We have a doctor and pharmacist to make sure what is prescribed is safe already. We do not need express scripts trying to do this job as well. Just make sure it is covered by insurance and process it.
I tried to leave a review on their website and keep getting an error when trying to submit it.. go figure..

been with them for 20 the first 15 were ok but now that they are some type of manager they are not a service company it's all bottom line

Called then 6 times just now. Each time they go through the full ID process, then tell me the office is closed until 7AM and I can leave a message. It is 7:15 and the message box is full so I cannot leave a message. If the office isn't open until 7:30 then say that in the message. If the office is closed, then do not go through the full client ID process!! Have a big enough box for the worst case scenario so customers never cannot leave a message.

24 hours trying to talk to someone in order to:
- Change Doctor's details
- Update Rx
- Order 3 months supply

They don't answer the phone or keep on transferring you from one department to another....

I am surprised that the customer service at Express Scripts is still sub par. There is no one who can answer a question. Can't fight their way out of a paper bag! Sad.

Ever since these bozos took over Tricare home delivery it has been a nightmare getting meds. Prior to this Tricare would have our meds delivered in 10 days. Now we're lucky if we get them shipped within 10 days and they use DHL, the slowest possible shipping on Earth.. If a new and not so common medication is ordered it takes weeks and in my latest case months to get medication approved. Doctor calls for prior approval and is told what to order and then they deny it. I don't like being a hater but I actually hate them, they've made my life miserable the last few months. Now when I log in the first page is trying to get me to use home delivery and pay for meds I get free at the base. Why would I do that? I hate it.

I'm not sure other reviewers realize that this company doesnt really set your Rx prices. Personally I have a new medical carrier who uses this site for Rx stuff. I had an issue, called their support line, and had a wonderful experience with the rep who helped me above and beyond what I expected.

If anyone from the company is reading this, you should upgrade your customer review process. I asked my rep if I could leave a survey for how great she was, and as I write this I am still on the phone waiting to be "picked up" by the automated survey process? Y'all need to send this as a follow up email immediately after the call.