Express ScriptsReviews of express-scripts.com

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.

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.