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Express Scripts Customer Service

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Express Scripts customer service is ranked #550 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 23.47 out of a possible 200 based upon 823 ratings. This score rates Express Scripts customer service and customer support as Terrible.

NEGATIVE Comments

806 Negative Comments out of 823 Total Comments is 97.93%.

POSITIVE Comments

17 Positive Comments out of 823 Total Comments is 2.07%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating
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  • I think they should be called pony express, the slowesed company, They are also very rud on the phone if you have an issue, no empathy at all.

    Anonymous 5/20/13 2:53AM
  • I submitted a refill and did not hear anything for 2 weeks. I called to check on order and they said they were waiting on a call back from my Dr on the prescription. I called my Dr and they said they had not been contacted. I called express scripts back and they said they read the notes wrong but the prescription was on back order and it would be another week - so basically by the time I would get my order it would be over a month. This has happened 3 times in the last 4 months.

    Anonymous 5/16/13 6:26PM
  • I received a new prescription for my medication in December. They said they were sending it but I didn't need it at the time so I called and told them not to send it. I just renewed my prescription and they only sent me a 1 month supply instead of the 3 months on the prescription. They said they new prescription had been cancelled and I need another prescription from my doctor. I now need to pay another $87.50 for a 3 month supply. We have been messaging for almost a week now and I keep getting different answers. One said there was a billing problem so they cancelled the prescription. BUT they managed to bill me for the 1 month supply. I am still trying to find out why I wasn't notified there was a problem with the prescription before it was cancelled. Now I can't get my reply to them to go through on the messaging system because it is down. Never had this problem with Medco.

    starwood 5/11/13 2:12AM
  • Trying to get a claims processed is difficult. They don't have anyone that you can speak to in the claims department. How convenient for them. Then they want to say that you didn't provide all of the required information, such as pharmacy name, amount, prescription. I guess providing the original receipt along with the pharmacy documents, which provides the Doctor's name, pharmacy, pharmacy location, prescription, etc. All of this was stapled together to the claim reimbursement form. I guess reading English isn't a requirement for the job.

    Anonymous 5/10/13 11:06AM
  • I have taken a brand name prescription for almost 30 years. Express Scripts would not refill it until I tried a generic, which I was willing to try. The generic did not work properly so my doctor sent in a prior authorization for the brand name. By the way, the generic was certainly not cheap--it cost $75.00. My page on the website says the brand name medication will be mailed in one week (arriving in 10 days to 2 weeks) so I tried to get a 30 day supply locally. When the local pharmacy called Express Scripts they were told that the script is not authorized after all. I called Express Scripts back and they told me that there is another 2-3 day approval step before they will fill the prescription. So, now I am stuck in the Express Scripts limbo and completely out of my medication.

    Anonymous 5/3/13 12:37PM
  • Express Scripts recently informed me that they have partnered with Medco and have taken over my prescriptions. I recently had prescriptions filled and the prescriptions were confirmed for shipment via phone call on 4-28-13. One prescription was written for Aciphex. I was quoted a price of $150 for the Aciphex. I was told that this prescription would be shipped by May 5, 2013. On May 2, 2013, a prescription showed up for Nexium. In the shipment was an invoice for this new drug and a letter indicating that we obtained a new prescription for Nexium from your doctor on 4-29-2013. Absolutely no notice was given from the pharmacy in regards to this change. I called Express Scripts and spoke to several individuals. I advised them that I do not use this drug because it is ineffective. The pharmacist said that they do not generally fill the Aciphex prescription anymore. I asked the pharmacist, the customer service supervisor "Dan" and his supervisor "Tasha" why they would not contact their customer and just send them a prescription for something that was not written. I advised that I wanted to return the prescription because I am not going to use it and this was not what was written on the script. Basically, the pharmacy went out of their way to call my doctor to have the prescription filled for Nexium instead of Aciphex because it saves them money. In the process of asking to speak to supervisor Dan’s manager, he started to make verbal threats and became completely uncooperative. He stated that you will have your account flagged and we won’t fill any prescriptions for you is what he said if I wanted to speak to his supervisor Tasha. The company records the calls so I would like the conversations pulled as well if available to document these threats. All I want is the company to return the prescription which I never asked for or wanted. Dan said that he did not think it was fair or reasonable for Express Scripts to take back the prescription. I feel that I have been a victim of bait and switch and when the company is called out on doing such actions, they make verbal threats. I want them to return the prescription. A company needs to notify their customers if they are going to make a change. Again, the fact that they went out of their way to have the prescription changed is ridiculous. I had a prior authorization letter on file with Medco and Express Scripts should have notified me if they were going to make the judgment call on their own to have my prescription changed. Express Scripts has now billed me $100 for a prescription which will not be used. I am expected to pay this which is ridiculous. I explained that this is no different than me sending them a bottle of aspirin which they never asked for and billing them $100 for it. None of the individuals could comprehend this and were solely trying to protect the company interest, probably in fear of losing their jobs. They continued to give me scripted responses with no resolution. This company cannot continue to threaten people who are paying for a service and pull bait and switch routines behind their customers back in lieu of profits. A letter showing up with the prescription saying we had your prescription changed on 4-29-13, the day after I called them and spoke to a representative who indicated everything was fine and the order was being shipped out is not sufficient notice. This is clearly wrong and the company needs to return the prescription. They should have never filled it and just shipped it to me without any notification.

    ThisCompanySucks 5/3/13 10:27AM
  • All I want is them to fax a prescription re-up form to my doctor. 45 minutes later I'm sitting here writing about how these guys suck. Everything is deliberately set up so you CAN NOT talk to a person. Would have been done in 1 minute years ago... technology: complete waste of time. No option to hold for a rep.

    ns-ky1 5/2/13 5:55AM
  • I have nothing to do with express scripts. I have blue cross of Tn. I went to walgreens pharmacy and filled a prescription. shortly thereafter I received a letter from exprfess scripts telling me I am cut off and cannot get cardiac meds anymore because I asm a new customer and I get to many meds.
    I do not have any contract with this company but I can't get my meds anymore ! ?

    walt 5/2/13 3:05AM
  • Get rid of Express Scripts is the solution. I've never had such bad service under Merck Medco. I'm investigating other options. I'm tired of begging and pleading to get my meds that I've been on for years to help me with my heart problems, pulmonary problems, diabetes, etc. I simply cannot get them, and you are stopping me from getting a 30-day prescription while Express is folling around with my 90-day prescription.

    Still waiting!!! 4/30/13 5:25PM
  • My comment really has to do with how difficult it is to reach anyone. If you do not have your ID handy with phone number it is not listed anywhere on their website and the contact us link goes to their fraud division. If you call them from any phone other than your home phone finally getting to talk to a live person is a nightmare.

    amp 4/30/13 10:10AM
  • Express Scripts received my prescription on April 11. Notified me on April 21 that it would be delayed. When I called, they admitted that they had made a mistake and promised to Fedex it to arrive by April 23. On April 23, they called to say it was delayed because it had been ordered too soon. When I called to find out what they meant and could not get a sensible answer I escalated the issue to a resolution desk. That desk advised that their records were wrong and the issue would be cleared up immediately and I would have the prescription on April 25. Further I was asked if I wanted the generic equivalent. I said no. On April 25, I received a call that the prescription would arrive on May 5. When I called them back, I was advised that it needed "pre approval" from my Doctor...who had originally written the prescription on April 11 to fill as written. When I tried to escalate this call, I was transferred to my retirement services unit at my previous company who were closed for the day. Express Scripts is absolutely incompetent and a collection of people who are paid to lie. I am lobbying to terminate their contract. In addition, the regulators should take a very close look into their efforts to practice medicine without a license by re-prescribing drugs for which a Dr. has written the prescription by talking with administrative staff or nurses in the Doctors office and fighting to move patients to their formulaic drugs. They are criminal!

    Anonymous 4/25/13 2:57PM
  • The Absolute Worst Experience Ever. Never Had The 1st Problem Until Medco & Express Scrips Merged. After The Merg, Nothing But Problems.
    I Either Get The Wrong Meds Or No Meds Or They Are Late. Not One Time Have They Gotten Anything Right!!!!!!!!!!!!!!
    Complete Idiots!!!!!!!!!!!!!!!!

    Anonymous 4/25/13 11:51AM
  • Reeived two letters saying they "we are unable to fill your prescription and mail it to you at this time because we do not have a valid address for you." They mailed the letters to me!

    Anonymous 4/25/13 4:30AM
  • they are providing off brand generic meds that are ineffective. There is nothing worse than being in the middle of an asthma attack only to find out your inhaler isn't working. I found that 2 out of 3 of them failed. I have to pay the big bucks for a name brand to make sure it doesn't happen again.not cool. When they say that can't get a med, and I have no problem getting it somewhere else, I have to wonder why I can get it and they can't.

    versed 4/24/13 7:29PM
  • This company is the most inefficient company I have ever dealt with. We will be submitting a formal complain with our company. It's a roulette wheel knowing if your are going to deal with a competent customer service employee. We spend a ridiculous amount of time trying to get copious amount of problems solved.

    CatDivine 4/19/13 12:14PM
  • All of the comments are absolutely true. Pathetic !!!! I believe we all should contact the famous journalist ( Diane Sawyer ) and her her TV show to thoroughly investigate. Seems things are really illegal.

    Kathy L. 4/19/13 11:29AM
  • I have been on the same prescription for over 3 years. Suddenly, I must seek prior authorization for it. I get it after fighting multiple times on different dates. My wife FINALLY speaks to someone who we thought actually knew what she was doing. She gave us her name(Leslie and her extension in Prior Authorization 2809) Last month, I went to pickup the Rx with no problems. We thought, "problem solved" finally! Just took the same Rx to the pharmacy and low and behold, Express Scripts refuses to authorize filling it. I just called Express Scripts giving them all the same personal info I have used with them for the past 4 years. They had no record of my account. I was told to call back in an hour because their system was down. I asked to speak with Leslie in prior authorization and gave the rep. the extension we were given. Shock, Shock...there isn't an extension 2809. Reporting their sorry excuse for a company to BBB! I have had it with Medco!

    Med-In(co)mpetnet 4/17/13 7:17PM
  • I am right along with every comment that I have read about this wretched company. I have been on the same prescription for over 3 years. Suddenly, I must seek prior authorization for it. I get it after fighting multiple times on different dates. My wife FINALLY speaks to someone who we thought actually knew what she was doing. She gave us her name(Leslie and her extension in Prior Authorization 2809) Last month, I went to pickup the Rx with no problems. We thought, "problem solved" finally! Just took the same Rx to the pharmacy and low and behold, Express Scripts refuses to authorize filling it. I just called Express Scripts giving them all the same personal info I have used with them for the past 4 years. They had no record of my account. I was told to call back in an hour because their system was down. I asked to speak with Leslie in prior authorization and gave the rep. the extension we were given. Shock, Shock...there isn't an extension 2809. Reporting their sorry excuse for a company to BBB! I have had it with Medco

    Med-in(co)mpetent 4/17/13 6:31PM
  • I Am A Menber Of Express Script Thew My Retirement @ Northrop Aircraft And I Am Being Forced To Accept Express Script Or Give Up My Insurance With My Retirement Plan . My Wife Had A Heart Attack A Litter Over A Year Ago And The Doctor Has Been Trying Difforent Types Of Med, To Get The Best For Her Condiction With Express Script You Doctor Has To Send Them A Perscription To Get Anything But When The Doctor Changes The Med To Something That He Thinks Is Better Express Script Don't Stop Sending The Old One,i Am Now Holding Three Bottles Of Meds That The Doctor Told Her Not To Use Anymore But I Can't Get Express Script To Take Them Back, And They Will Not Send The Meds That She Needs Until I Pay For The Ones They Refures To Take Back Have Been Fighting Them On This For Pver 6 Month I Am Beging To Wonder If They Think That They To Big To Take To Court I Wander What A Judge Would Do If I Take It To Court An I Sure As "h" Will If My Dies Because Of Not Haveing The Meds That She Need,
    B Fred Taylor

    Anonymous 4/17/13 6:22PM
  • I have life/death prescriptions that have not changed in years. When I recently sent in for meds they decided to "sit" on them. First was it was too early. It was well within the time frame at 22 days. Then some code was needed and the doc faxed it. Then they said it was faxed and must be mailed. It was mailed and they actually returned the MAILED original. Then it was rewritten and sent back by mail. Their website said it was being processed. 2 Days later it was not there. They said it was 1, stolen, 2 missing the code, 3 was faxed again. None were true. In one more week I will become terribly ill when I have run out. I do not like to cures but "suck" does not convey the incredible incompetence of these

    George 4/17/13 12:52PM
  • This is the most inept, poorly run, uncaring company I have EVER been forced to deal with in my 57 years of life! How they are in business is beyond my belief! They lie, they do NOT know any finesse for customer service and thy are so negative with their customers, it is toally UNACCEPTABLE AND UNBELIEVABLE. We go out of our way to avoud dealing with this company.

    cherrybombmom 4/17/13 9:25AM
  • I just got off the phone with A rep. of this so called Express Scripts and they should change their name to Xmas Scripts because if you are sick or not they have put my step-sons insulin pens on a donkey coming across the U.S. that will be here in 8 days we hope. Medco use to do it in 3-4!!! So we had to go to the Doc. and pic up inject-able Insulin and get some syringes.NEVER but NEVER had to do that with Medco as they would put a rush on it if needed.Told them he was almost out had 3 more days and they said takes 8 days and its only been 3. What an uncaring company.I'm stuck with it as its threw my employer and they know that.... I can't blame the Rep. for company policy, the blame is all uncaring upper management.

    Anonymous 4/15/13 11:21PM
  • I am incensed by the inadequacy of Express Scripts. Medco provided adequate services for me from 2006 until the consequences of their acquisition by Express Scripts in 2012 "hit the fan". In reading the reviews on this website (as well as others) I realized that there is no need for me to list the "issues" I have with this company because it would be a complete reiteration of what is occurring to most everyone else. Instead, I have written a letter to the CEO, COO & Chief HR Officer of Express Scripts (copying the offices of the Surgeon General and the Attorney General) with my facts and fears about this company. I also intend to send copies of this letter to state officials (both government and political). The only way to get the attention required to address this situation is to "get in the faces" of those who are supposedly responsible for their actions and those who can act upon the irresponsible actions of others. And it needs to be done on a widespread basis. So I implore you all...write your letters! Express Scripts headquarters are located The names of the "leadership executives" are very easy to locate online. It's just the address that was a bit difficult to track down (gee, I wonder why?). (Gov't & Political officeholders are also easy to find online.) If this company isn't bordering on the violation of anti-trust laws for possible monopolization of the pharmaceutical prescription industry, I will eat my hat. Right now,they have nothing to lose unless we all speak out to the people who will listen and act. PLEASE WRITE THOSE LETTERS!

    Violated 4/15/13 6:57PM
  • I think that I may have you all beat. Five years ago my wife and I both were supposed to have what is called a prior authorization to get our Vytorin at a lesser co-pay. It turns out that because our charges went directly onto a credit card we didn't see that they were charging my wife almost a hundred dollars more than they were charging me for the same medicine and we are supposed to be on an identical plan. That means they have overcharged me about $2000.00 over the past five years, I am in a fight with them at this time over this. Too bad we can't get a decent prescription company to handle things. When I was a Navy Corpsman years ago if I had screwed someone up this bad I would have been court martialed immediately.

    Ex FMF Corpsman 4/14/13 4:27PM
  • Thank you Express Scripts for the 3 hr fiasco on the phone trying to have you ok the anticoagulant injection medication my husband needed prior to a major surgery so that he does not develop a blood clot and have a stroke or die. You did reject it causing me to have to purchase it myself at a cost of $347.99 so that I could have it in time. Thankfully I have FSA so at least I can put the cost toward that. I am so sick of dealing with your company as this is the poor service we have gotten time after time. Unfortunately I have no choice right now as you are a mandate for me. Your staff are incompetent therefore the 3 hour phone calls. Other people in my business have expressed to me the same kind of hassle with Express Scripts. This is the first time I have ever been so compelled to write a negative comment on any company. Thanks for the experience. Have a nice day :)

    Anonymous 4/13/13 6:34PM
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  • I had Express Scripts for about 6 years or longer through State of Michigan retirement; I loved them. They were the best and most efficient mail order pharmacy to work with and always watching how one of our medications might interact with a new one that the doctor would order. I am sorry to hear/read of other bad experiences.

    Confused in Michigan 4/24/13 6:14PM
  • I have nothing but good things to say about Express Scripts. I have never had an issue with my prescriptions being filed or my questions answered. Hats off to Express Script keep up the good work!

    Deb 1/17/13 3:47PM
  • We are very pleased with the way all our prescriptions are filled.Right on time,never run out.Our Dr faxes them in for us---We don`t have to run to the Drug store,which is a Blessing for us----Thank God for Express Scripts--

    Anonymous 5/8/12 12:16PM
  • The only problem I have is getting my doctor to fax in prescriptions to them. Once they have the prescription, they fill them promptly and I never have to worry. The customer service is A+ and I am going to switch my entire family over to their service. My father has Tri-Care and no one really cares if we have to use CVS instead of Walgreens for his meds. Like I said, I will be switching him to Express Scripts too... very convenient.

    SunnyDisposition 4/16/12 2:06AM
  • I had to drops Express Scripts they were just making to many mistake and my health were paying for it.
    They always blame the patient for what happen with their medications.
    And now they are charging you an extra copay if you use Brand name medication vs Generic.
    I'm not sure if that is legal, i will keep asking the question.

    someonecares 4/12/12 9:50AM
  • You do not get a person by pressing 3. You need to say "I would like to speak to a patient care advocate." I only had to wait about 30 seconds and got a real person, who tried to resolve my issue, could not, so she contacted supervisor and resolved the problem. Make life easier...get your prescriptions mail order.

    Customer Service OK 2/28/12 12:59PM
  • I have never had any problems with this company.

    Anonymous 2/7/12 11:08AM
  • Strange. Never had any problems with the Express Scripts. Except perhaps with their automated calls offering refills. however, there was always an option just to say NO - and they discontinue these calls.
    (Their voice recognition is superb, considering my thick foreign accent that was never a problem with their auto system)
    The supporting staff is generally polite and patient, and those who introduce themselves as some kind of ADVOCATES, are pretty helpful despite the naive and pretentious name of what is boiled to the usual customer service.
    I'd grade them 3-plus out of 4 and recommend their service to my friends and relatives.
    V. Levin.
    Manhattan, NY

    interdial 1/27/12 11:39AM
  • I have been receiving my medication from Express Scripts for approximately eight years. I have never had any problems with them, and the customer service people are extremely helpful if I have questions about a pending order.

    lawgirl3 12/12/11 4:42PM
  • Mailed a prescription from VA to AZ. Was received on 17 Oct; verified-filled-packaged-shipped the same day. Couldn't ask for more than that!

    Anonymous 10/21/11 3:35AM
  • Positive experience...customer svc agent v helpful!

    kimmyp 7/26/11 4:27PM
  • Express Scripts has always delivered on time!! Much better that all of the other mail order pharmacies, ESI is truly committed to their members... THANK YOU ESI!!!

    Pro ESI 4/11/11 7:48AM
  • Mine is at best a "lukewarm" positive response, but having read the horror stories of other customers right after sending Express Scripts my first order, well, I was worried enough to ramrod said order thru their corporate maze. (Past experience fighting with six phone companies on a 911 implementation project helped.) I found that by calling daily for updates and asking for clarifications on discrepancies between phone and internet status report helped them to clear logjams. Since I was initially naive and thought they might know what they were doing, I made up for lost time by insisting on a rush order (additional cost $21). After 11 phone calls over 12 days, 2 of 3 prescriptions were shipped UPS so I got them 13 days after Express Scripts received them. The third prescription - a common blood pressure medicine - is apparently delayed indefinitely. My doctor's office gave me 2 weeks worth of samples. My advice: Call these people every day...compare what they tell you with the online information. Both may be wrong but demand a clear answer. Bottom line: Do not use this service if you can afford to use a local pharmacy. If you are stuck with these jokers, do not assume it will be as bad as the horror stories described here. For us, it was a big hassle but not a nightmare. Good luck.

    Luke Warm 4/1/11 1:39PM
  • I have always received my medication on time. I am sorry my company changed to another prescription company. I have been able to call and get someone on the phone within minutes. As always they have been very helpful and nice on the phone.

    Gloria 3/21/11 10:29AM
  • I am now a retired minister. I was a registered pharmacist in my early years. I have used express scripts for several years. I have found then to be accurate and timely in all of my dealings with them. They have saved me an enormous amount of money through my retirement benefit drug plan. I purchase 90 day supplies of 2 very expensive Rxs from them and I consider their services a blessing to me.

    Anonymous 2/17/11 2:26PM
  • This is generally a positive review; however, I was unable to find a telephone number to call from the web page to renew my prescription. I could go online, if I had my membership number, but I don't have that with me and I am only trying to return a call that I missed and could miss again. Otherwise, I am very satisfied with the service you provide. My pills arrive on time and in the correct number and dosage.

    TEWK 11/15/10 10:16AM
  • We have used Express Scripts for over 10 years and have only had 1 problem. That was 2 weeks ago they sent the incorrect number of pills. I called to report and the rest were sent out within a week. Always friendly and informative.

    Anonymous 11/1/10 9:41AM
  • Submit your comment >>
  • Coming from the opinion of an employee, I must say that the level of service what I have grown accustomed to at Post-Medco has definitely downgraded immensely under the management of Express Scrips. Here are a few things I've noticed:

    1. Customer Service is very poor- lacking empathy, willingness to assist
    2. Not about the patient's needs but the company's bc instead taking the time to help the patients, now you're on a clock to quickly assist and get them off the phone.
    3. Lots of cuts- from lay-offs to program changes to better business needs
    4. Raises- None to minimal but higher expectation for more
    5. Incentives for Employees reduced or cut- for example for education, there is a cap where of 3500 per year- enough for 2-3 classes in one year at these costs.
    6. Minimal HR contact bc its controlled mostly thru a call center outsourced for our benefits
    7. Crappy and not the best benefits- you may more but the options for quality is lacking.

    These are just a few and i could go on and on but in the big picture of looking at things, the only people i see this benefiting are the investors who ESI will need to show some returns to bc the employees are sure not gaining anything so far..

    I would not be surprised to see a shift in the employee arena in this company as this economy slowly recovers bc many are not happy but like most too, need a job until better comes along.

    So sad for a once good named company that many took pride in working for and now dissected to what is slowly no longer the best company out there to work for.

    Disappointed!

    ChuloZing 3/15/13 6:47AM

  • I used to work for this company. I feel sorry for anyone who has to work for this place. They are awful to work for. I can not figure out how they made it onto the fortune 100. If this is truly the case being part of this list is less than impressive. To put it mildly they are the holding tank for a sewer company.

    justme 3/7/13 5:58PM

  • I have worked for Express Scripts for over a year as a Patient Care Advocate. I absolutely love my job. I am treated very fairly and am receiving the best benefits from any other job I have ever had. I work hard and am a top performer at my site and feel like my efforts are recognized and rewarded.

    I get some negative feedback from patients, pharmacists, and doctor's office, but I believe this can be summed up in large part to lack of knowledge of the companie's policies. If I had one suggestion for improvement, it'd be that those policies are made more accessible to the members and others who service them.

    And, the mandatoy overtime thing is a bunch of bologna. All overtime is voluntary. The only time ithey 'draft' for overtime is on holidays and not enough people volunteer. Actually, this month I signed up for 20+ hours of overtime and had it all cancelled!!! I'm upset about THAT!

    Anonymous 1/18/13 9:00PM

  • I have worked for ESI for just over one year now. I have also worked for Apple Tech support and was even an operations manager for an outbound call center for 5+ years. I've been reading through the complaints, the positive reviews, as well as the employee statements. First, Every call center monitors things like bathroom break time, thats not indicative to ESI only. 2nd, because ESI is a Pharmacy BENEFITS MANAGER, we do end up looking the badguy because we only manage the plans set forth by our clients(the employers/insurance companies who hire us) so when a patient is told their plan doesn't cover a med or they have to use mail order, the plan they have w/ their employer is telling them that, but ESI gets the blame because it's our job be the 'bearers of bad news'. 3rd: I truly believe that great customer service is something that everyone deserves. I expect it when I call somewhere and I sure as heck give it when I answer the phones. I agree with the ESI employee above: 20,000+ employees aren't all evil and incompetent. I can't answer for everyone else that answers the phones, but I KNOW I go out of my way to do the absolute best I can. I take the title 'Advocate' very seriously. But then, I believe in the Quality of the call over the 'quantity' of calls received.
    Finally: The place offers very good benefits, 401k, P for P, and full tuition reimbursement. Most companies do NOT offer all of those. I am not treated like a child by my management, I feel like I'm part of a team who wants to help each other, and I refuse to believe my team or, for that matter, my site, is special. Alot of the complaints I've read from prior employees sound like they come from people who've never worked in a call center before. Call centers are very structured and stat driven. They have to be. Our work is considered 'real time production'. Our work is driven by our call volume and a PCA(or any phone rep) has to be on the phones at their scheduled times because every single MINUTE of that time is factored into a mathematical equation based off that expected call volume. We're offered our jobs KNOWING and AGREEING to this. If you don't like the job quit...Just, please, don't make the mistake of thinking that your experience mirrors everyone elses. I for one, like my job there. I like helping people, I like being told CONSTANTLY by my patients that they're thankful they got me. And yes, I do get quite a few who tell me that they wish they could get me every time, and yes, that does sometimes make me wonder about the other people they've talked to...But I'm starting to wonder if they're just talking to people who are unhappy with their job..People who'd rather NOT do as much as they possibly could. And that's sad. Because it makes the rest of us: People like the person who posted his/her comment back in April about alot of what I said above, look bad.

    HappyAtESI 10/17/12 1:02PM

  • I used to work at this company in Montvale NJ. There is a reason there are so many complaints and it's because management truly sucks. I left after being bullied by my manager, we'll call her Marcy, who worked out of her home in Pittsburg, her manager, we'll call her Jill, her manager's manager, we'll call him Scott, and two of my co-workers, Vinita, contractor who worked from home and Erin, who also worked from home and was my manager's friend and confidant. Erin and Vinita told Marcy lie after lie about me and Marcy believed them even though I was easily able to disprove what they said. I was not allowed to work from home even though everyone else was. Since I was brought up to respect authority, no matter how stupid or idiotic the authority is, when I was told I could not work from home, like the others, I complied however I mentioned that I would be going home for lunch as I had to walk my dog. Big mistake. Marcy now told me that I couldn't take lunch because even though by law I was supposed to have one, no one else took a lunch so I couldn't either. Since I couldn't take lunch because everyone else didn't take lunch, then I should have been able to work from home because everyone else worked from home. I appealed to Jill, who blew me off. I appealed to Scott and then had to listen to Jill whine about how I went over her head. Jill bragged about how her sister, Allison, beat everyone up in school so she, Jill, never had a problem being bullied and got voted prom queen (Jill is uglier than dog ugly - no offense to the four legged creatures called dogs). Jill however told me that I wasn't to defend myself and used her son as an example, saying how she told him just because someone hits him doesn't mean he should hit back. Was she kidding? Did she expect me to believe this after bragging about her sister, Allison beating everyone up. By the way, I was 20 years older than these idiots. This is what goes on there all day long. This is why service sucks and customer service sucks. I didn't write this to complain or rant - I wrote this to show you what goes on at that company on a daily basis. I've worked for over 30 years and have never had such horrid bullying nasty stupid immature moronic managers in my life. Something needs to be done about bullying not only in schools but in the workplace, too. Oh, yes, I failed to mention. Dear Marcy misrepresented the job she was hiring me for. HR passed my resume to her by accident. I was an executive level employee in past positions and was looking for a career change. Marcy got very excited when she saw my outstanding credentials but she was really looking for an entry level employee and did not have the budget to give me the salary that I was getting ($110,000.00 plus). She only wanted to pay $50,000.00. HR told her they wanted to pull my resume as they felt she would not be happy with me. She demanded that I be hired. She offered me $80,000.00 which I took thinking I would have a career change and be a level lower than what I had been. Marcy portrayed the job to be a much higher level job than it really was. Was I in for the shock of my life my first day on the job in orientation when I realized I was in an entry level position. Then, Marcy told me how she had insisted on hiring me against HR's advise and how she had negotiated to get me $30,000.00 more a year than was budgeted and how she couldn't let me fail. Then she proceeded to treat me like a child. I was used to being treated like an executive and naturally would not take it. Even an entry level person should not have been treated like I was treated by Marcy, Erin, Vinita, Jill and their manager, Scott. How could anyone be so STUPID as to think they could hire an executive level employee for a entry level position and treat them like a child!

    Anonymous 10/16/12 5:46PM

  • I work for this company, sad to say. They treat employees like little children. I am looking forward to the day, I cannot wait to put them in my rearview mirror. If I had a reasonable choice for meds, I would never go through them. They try to brain wash their employees. The list of negative goes on and on. I am still trying to think of the positive.

    jennstarr 9/26/12 7:42AM

  • Horrible place to work. Management treats employees as children. They monitor your phone calls, computer screens and bathroom breaks.

    Stay away. Stay far away.

    esi_employee_of_the_year 7/20/12 9:53AM

  • I am an employee of ESI. I can answer most of these complaints that boils down to YOUR benefits from YOUR medical insurance.

    We are a Pharmacy BENEFIT MANAGEMENT company first and a pharmacy second. Our "customers" are the clients (your employers) that sets the guidelines that we are obligated to comply with. 9 out of 10 of these complaints revert back to "patients responsibility" in so far as, understanding how to work with ESI, and what their PHARMACY benefit actually is. Essentially our services are more about benefit management rather than being a pharmacy provider.

    You always have a right to chose whoever you wish to deal with. Granted you may not receive your pharmacy benefit according to your employers plan but you still have an American right to choose!

    It pains me to hear all of these complaints since 20,000 employees are not all evil and we are a highly regulated company, both by our clents and the government. We do a lot of good for patients by supplying equally equivilent medications that are FDA approved.
    Like any United States corporation there are always and always will be human factors that need improvement.

    ESI works in conjunction with your pharmacy benefit plan and we are not to blame for all of these complaints.

    I can truly say as an employee that this company has treated me fairly. I have no complaints using their mail order. They are a business in business as a service provider by people and for people... as we continue to grow we continue to improve services.

    be8387 4/1/12 11:58AM

  • I work for ESI. People that use ESI are just not aware of these rules.
    1. If you have a credit or debit card on file, that card will be charged when an order is shipped. 2. You will see a pending credit charge on your account as an order is being filled. It is not actually charged on the card until the order ships. 3. Since mid June 2011, most people have a $150 line of credit. If what has already shipped and is not paid and a pending shipment equals or exceeds $150, you are required to make a payment to bring the total balance below $150.00 - before any order in process will ship. 4. If the doctor's office send in a new RX, it will be filled and shipped. ESI assumes your doctor keeps you informed of any new medications. 5. Health insurance companies determine their overage rules - selective home delivery (SHD) mail order not mandatory, exclusive home delivery (EHD) - mail order mandatory. They also determine how many courtesy/local pharmacy fills they allow in 365 days. 6. Insurance companies determine drug coverage, copays, drug classification & establish the guidelines/instructions when ESI has to look for a generic alternative - in most cases is it always. 7. Each insurance company determines what mediations require additonal approval and clinical info from the doctor - prior authorization process (PA). 8. Auto refill & automated telephone notifications do not always happen on time. 9. Give yourself 10-15 business days from the day you request the refill until the day the meds shows up on you doorstep. 10. RXs are typically only good for 12 months - they will expire after 12 months - even if there are refills left on the RX.

    anonymous 12/5/11 6:33AM

  • If you are a nurse, do NOT work for this company!!! Worst job ever with mandatory overtime and low pay. You get NO respect with this company and many customers tell you off because of automated daily calls. HORRIBLE place in Orlando.

    Anonymous 12/2/11 10:39AM

  • Sad to say I work for the company for 6 plus years I have never worked for a company so disorganized!!!! You ask for help from what should be seasoned leads but it’s all a learning process because they don’t know anything so you find yourself asking what would you do or say. While talking with a customer for over an hour just to find an answer, the customers go through a dreadful transfer process from one department to another and by the time they get to you and you try to help their extremely exhausted and frustrated. Yes it’s true you cannot move around the company without kissing somebody butt…and for me I don’t do that so I have to do what I have to do. I try to apply for jobs outside of Express Scripts but find myself not qualified which is far from the truth for me I went to school and received my license I did not received the dummy of the license that ESI gives out, I believe I do not qualify because I have to place on my application that I work for this company. Yes they know your every move from going to the bathroom just sad. I pray every day for my supervisor to tap me on my shoulder and walk me out!! As much as I want to leave I would be happy and stress-free with having unemployment then to keep working for this company. Hearing the customer complaints day after day I Google ESI complaints and could do nothing but shake my head because everything that is being said is so true!!!!!!!! Do Not work for this company it’s a multi-million dollar company only by GREED and we the employees do not get paid enough for all the stress we go through. So many of us or sick, tired, and even passing away. We can’t take off to care for ourselves because no time in the bank or we receive points from this dumb point system that takes a whole year to drop off if that, and in this day we all need our jobs. Soon I will leave to flip burgers!!!!

    pullingmyhairout 11/11/11 8:30PM

  • I work of ESI. I was part of the big buy out from Wellpoint 2 yrs ago in Indianapolis.
    **They make you work so much over time if you have a family just say goodbye to them! You only get 1 day off a week and sometimes not even that.
    ** When they give OT there is not an option! **They manipulate you into thinking things will get better but they only get worse! **They cut back on our night differential from 10% to 5% and cut back on the hours applicable from 6pm to 8pm.
    **They took away letting us have ipods or MP3 players.If they see your cell phone out they will take them from you till the end of your shift.
    **If you dont kiss big time butt then you will NEVER advance to any position or be allowed to change from night hrs to day hrs.
    **If you apply for another position in the company your manager will talk to the other manager and tell them you can not take the position because they dont have the man power to lose personel to another department because (Its robbing Peter to pay Paul!). **They will hold a person back that has no viloations, or mistakes and has exceptional numbers simply because they dont kiss butt. Yet, they will sweep a recent violations under the rug and move a person up because they kiss major butt!
    **They will not allow 1hr lunches any more(without breaks) you must take a 30 min lunch and 2/15 minute breaks and the evening shift does not have access to the cafateria because they close at 2pm and lunches are often stolen from the community friges.
    **If you do not leave on time for your lunch or breaks you lose that time.
    **You are clocked on the amount of time u take to go to the bathroom.
    **you get violations if you spend too much time talking to a patient or Dr. office.
    **The whole place is filthy and you are not given any time to clean your own area (because the 15 minutes you take to stock and clean can be used more productively). **There is no talking to others in your area at all! You must use your own time to chat. **They treat emplyees like children and talk to you like one as well.
    The only thing this company cares about is the all mighty dollar! When Christine Huston comes for the "Town Hall Meetings" the only thing she talks about is how much the company made and how we are working on keeping the stock holder happy by making more money for them! They want robots not humans! We have a very limited amount of people whom still work and yet they say we can push out more! We have lost many people and they have not replaced 1! We get temps every so often but they only stay for about 2 weeks (if they come back) then they are gone and we are right back to being stressed out! If you take a call you can not make a patient happy because they time you and if you are filling an order and you know something is missing or not right you cant ask questions (it waste time, just fill it and if we have to make another shipment they will call to get whatever they are missing). There is no Patient care at all! They simply dont care! they dont care about the emplyees and theyr family, they dont care about the patients or thier family. They only care about making money for the stock holders and thats it!
    I will be looking for another job and George Paz can kiss my BLK BUTT! Im DONE!

    Anonymous 5/20/11 6:16PM

  • I have been reading through the customer and employee complaints and this and other websites after a co-worker suggested I do a Google search for "Express Scripts Complaints" today. Yes, I do work at Express Scripts currently and sadly, I am not shocked at ALL after reading these comments. ESI promotes driving down cost, patient safety and getting the right drug to the right patient but after 2 years with the company, I've come to find it's all a lie. Management will lie right to your face, or if you are the customer, lie to you on the phone just to get you off of the line.
    The technology used at ESI is ridiculously outdated. I am frankly shocked that it doesn't crash more often. You have to have about a dozen programs running just to do your job, and they all don't communicate effectively with each other. No wonder everyone gets misinformation, deliveries to wrong addresses and various other mishaps!
    The caliber of people that get promoted are gossipy, backstabbing, lying, untrustworthy and spiteful, in general. There are a few exceptions to the rule. You can imagine what a nightmare it is to try and work under this type of management. It is true that they do not communicate with other departments, and that they try to find reasons to fire you, and even that they harass people!
    Many of my co-workers are honest, trustworthy and hardworking people who are being forced to work overtime to make up for all of the firings that upper-management has done for (in my opinion) petty reasons. I suppose it's cheaper to pay one person time and a half than 2 salaries, right?
    As of now, we've been forced, yes FORCED to work mandatory overtime for 7, 8 months now? It's been so long I've lost track. If we don't work it or have other obligations, we get written up and put on steps until we're out the door.
    ESI does have benefits: Health, matching 401k, and does promote from within. But what good is all of that when the turnover rate is ridiculously high, departments don't communicate with eatch other, the patient/customer is unhappy and the product isn't getting to them on time or even to the right location?
    I have seen alot of things in my 2 years. Notably, Shawn Lo Stracco, who was mentioned in a couple complaints, has stepped down as call center manager and has been replaced. But in general we still have the same DOS based system, the same incompetant PCAs and Evil Supervisors.
    How ironic that we are forced to fill our own prescriptions at ESI! Remember that, customers, when speaking to a PCA on the phone or thinking of the people who process your scripts. We have to go through the same pain in the @ss process you do, and NO we don't get any special treatment!

    DisappointedEmployee 5/12/11 10:30PM

  • I work for a doctor's office and they are horrific. We bad mouth them all the time; because they seem to lie. There seems to be some kind of communication glitche as our families and the nursing staff are constantly getting told different things for the same calls. I am suppose to use them and I won't. One day I spent more time dealing w/ their issues then managing pts calls...

    Momma Dog 4/27/11 11:55AM

  • Don't work at ESI...ever! They treat their employees like diseased livestock. You will not succeed by working hard and producing quality work, but you will succeed if you are good at playing office politics, kissing the right backsides, watching your fellow employees get walked out (I've never seen a place fire so many people...it's absurd), putting up with management lying to you (it's an epidemic), and having no personal life. They told me I was going to get a bonus and then went back on it saying they had a bad year financially. Really? Is that why they were able to give the CEO a 19% pay increase, pay 4 billion dollars to purchase a competitor, put more than 3 billion into savings, and pay some VPs extra bonus money? Morale is low and employees are constantly worried about getting fired because they fire so many of them. I saw people get set up...meaning a manager would decide they just didn't like a person and then HR would start looking for evidence they could use to fire them. They cut back on support staff (lower level staff) and pushed more work on to the support staff still there (all in the name of budget cutting) while they let the people at the Director/VP/SVP level stay in $400 hotels, have $100 meals (per person) and use limos. They are constantly giving the employees surveys to fill out so they can win one of those "best places to work" awards and they never win. They never will. Why don't the managers there wake up and smell the coffee and realize their employees hate working there and they are developing a bad reputation in St. Louis because of it? What comes around goes around. Eventually it will come back around to them. If you want your work life to be a living hell then by all means go work there. If you want to have a happy workplace then stay as far away as possible. I've seen them discriminate against women, against whites (yes, someone in HR told a hiring manager they couldn't hire someone for a particular role unless they were "diverse"), and against lower level staff (I heard a VP call the men who work in the mailroom "losers"). Basically the company has no ethics whatsoever (especially the management team and HR).

    wow 4/14/11 9:37AM

  • As an almost three year employee of ESI, I have to say that I am shocked and very, very disappointed at the lack of customer service especially in the pharmacy industry. We are not like calling to dispute your cell phone bill, we deal with greatly needed medication. I am in complete agreement about its faulty practices and know that your complaints are read and should be forwarded to the different call center and manager etc for their immediate attention. Our positions are being outsourced to a foreign country. I can only apologize for their poor choices. As a patient myself, I advocate for you, the patients.

    frustrated employee 1/31/11 8:41PM

  • I worked for ESI, and this is what I saw.
    -Management does treat the employees like crap.
    -Management tends to change policies without notifying anyone, and then hold you responsable for abying buy the old policy.
    -Everyone who works on the dod accounts have to go through a background check before having access to them. There were people who worked on these accounts for years before getting a background check.
    -Management has no communications skills what-so-ever.
    All other complaints from customers are very, very true.
    Another thing, if you are a DOD patient, and have a complaint, call your congressman, senator, the DOD themselves to file a complaint.

    hershey 12/3/10 12:05PM

  • Express Scripts is bs. I know. I worked there. They lie about contacting your doctor to justiy why u havent heard back from them about your meds...Some PCA's write ppl's CC#' down and God only knows what they do with them off work...they also put phones on mute to laugh at patients and the list goes on. I know, i worked there. We had to lie to patients about various things all the time, and we couldn't engage in normal human conversation with the patients unless we wanted to get red-flagged by the stupid retarded ass quality department. All Express Scripts cares about is money. Never put your credit card on file with these jerks, and if you have it on file, call and take it off ASAP. I feel sorry for the people who have no choice but to use Express Scripts. UGH.

    Leah 10/13/10 8:36AM

  • I am an employee of ESI. I can answer most of these complaints that boils down to your benefits from you medical insurance. We are a Pharmacy BENEFIT MANAGEMENT company first and a pharmacy second. Our "customers" are the clients (your employers) that sets the guidelines that we are obligated to comply with. 9 out of 10 of these complaints revert back to patients responsibility in so far as, understanding how to work with ESI, and what their PHARMACY benefit actually is. Essentially our services are more about benefit management rather than being a pharmacy provider. You always have a right to chose whoever you wish to deal with. Granted you may not receive your pharmacy benefit according to your employer but you still have an American right to choose! It pains me to hear all of these complaints since 14,000 employees are not all evil and we are a highly regulated company, both by our clents and the government. We do a lot of good for patients by supplying equally equivilent medications that are FDA approved.
    Like any United States corporation there are always and always will be human factors that need improvement. Please try us again. Please direct your complaints to our company directly so they can be resolved.
    Thank you.

    Jack46 9/26/10 6:16AM

  • I work for express scripts and ever comment list below is true and then sum. I,m out of the bensalem office in Pennsylvannia. I was part of contract negociations. Express scripts exact words were The share holders come first always. They stated they would rather lose customers then upset the share holders. Express scripts made 25 Billion+ last year for the second part of the year. They make you feel lousy working for them. The employees don't matter at all. As an employee were not allowed to get are meds at a local pharmacy, so many of the employees pay full price at local pharmacies as there a lot cheaper and much nicer. It's a shame that a successful company won't take of their employees and will fire them when they reach a mile stone like a 5 or 10 year annivarsary.

    Anonymous 6/16/10 10:28PM

  • I used to work for Express Scripts. I started in 1997 and left the company in 2001 returned for a short period of time and left again. I worked in the call center out of the Minnesota location. When I started they were known as Value rx, I was really impressed with how the call center was ran. They seemed very concerned with delivering excellent customer service. However all that changed when they were bought by Express Scripts, delivering excellent customer service was no longer a concern. What was now the concern was numbers. What i mean by that is they promise there corporate customers that they will answer there calls in a set amount of time or Express Scripts will cut them a check. I do not beileve that its possible to deliver excellent customer service while making sure your numbers look good. Even though I was always getting compliments on the good customer service from the callers, I wasnt delivering good numbers and the supervisors made my life a living hell. I was disgusted with the management there and finally left for good in 2002 and never went back.

    Anonymous 5/15/10 7:20PM

  • I have worked for ESI for almost 3 years as a Patient Care Advocate (customer service). However, due to the companies lack of management, non existent communication between departments and the complete disregard for patient satisfaction I have given my 2 weeks notice. I have read through a few of the comments and agree with them on most counts. Being a Patient Care Advocate is very difficult because on one had you are told by supervisors to do all that you can to help the members with any issues they have but when you reach out for help from other departments or managers you are brushed off. The technology is laughable. The ESI website is constantly down and even the systems we work with in the call centers are so outdated they crash on a regular basis. Sometime the system gives us miss information that is passed on to the patients.
    I do have to say that when upper management is aware of an issue they do try and correct it but its cutting through all the other departments and low level managers that are crippling the company.

    Anonymous 4/25/10 7:51PM



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