Complaints for Express Scripts in Saint Louis, MO

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

8 complaints against Express Scripts

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5/1/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/26/2024

MARCY W on your Physician line 1-800-753-2851 on 2/22/24 was VERY rude, unhelpful and hung up on me after taking information for over 15 minutes. I am a practicing physician and this is an absilute waste of time, just because we are trying to get ur patient their medication. Resolution Sought Call me and get this fixed.

Company Response

4/9/2024

The customer expressed frustration when trying to ensure a member received medication. Unfortunately, Express Scripts was unable to locate the call or account in question for review with the information that was provided in the complaint. Express Scripts spoke to the customer to advise that they were unable to locate the call in question and apologized for any inconveniences that the customer experienced. If there are any further questions please call 800-871-4663. Sincerely, Casie Hanson-Jones Senior Manager

Customer Rebuttal

4/9/2024

This manager told me she would call me to get details, and try and pull records about the call, yet she closed the complaint. As a physician who complained, I can not even imagine what you all do to patients. This needs to be escalated to your leadership.

Company Final Response

5/1/2024

This is in response to the rebuttal submitted by Dr. Gaurav Jain and we would like to take this opportunity to respond. We previously expressed difficulty locating a call that Dr. Jain had with Express Scripts due to the lack of information initially received. Dr. Jain provided additional information that allowed us to review the call in question. After review, it was determined that the individual was new to the organization and there was opportunity to better manage the call. As a result, this matter was addressed internally with the individual. Express Scripts discussed the call with Dr. Jain and apologized for the experience. I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at (800) 871-4663.

11/21/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

9/26/2023

Order was placed WK of 8/ 28/23 - Under review. After waiting for weeks-called my doctor to change Rx -New RX called in Week of Sept 11/23. 9/15/23-called-spoke to Pharmacist-told it was under Review. 9/22/23-called was told the new RX was still under review. Resolution Sought Want to get this resolved in 1 week. Waiting a month for RX is unacceptable. This is exactly why I don't use mail order-will be reporting this to my employer's Speak -Up-Line and moving my business to a Pharmacy that addresses my concerns.

Company Response

11/9/2023

By way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsors. Express Scripts provides plan sponsors with "core" pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. Express Scripts' home delivery pharmacy provides home delivery of prescription medications to beneficiaries of the pharmacy benefit plans sponsored by the clients. These services, contracted by the plan sponsors, satisfy the plan sponsors' goals of providing a cost-effective, seamless and clinically appropriate benefit for its patients. Ms. Elkins expressed concern with a medication delay from Express Scripts mail order pharmacy. Express Scripts received the prescription for Ms. Elkins in September 2023; however, the claim rejected due to Prior Authorization (PA) being required for prescription coverage of the medication in question. A PA was conducted and denied on September 11, 2023 for not having enough information to grant an approval. Letters were sent to both Ms. Elkins and her prescriber requesting more information and outlining the appeal instructions should Ms. Elkins wish to pursue coverage. Ms. Elkins' prescriber submitted for a coverage review of another medication that was approved through October 4, 2024. Express Scripts mailed a thirty-day supply on September 26, 2023.

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