Express Scripts Customer Service

This company trains its customer service people to
1. cut and paste directions
2. Never escalate a complaint or issue

There is a problem with their provider directory, and no one I email or speak with can edit the directory. When I ask my problem be escalated or moved to another department, I get ignored or told no. I haven't been able to get my needed medications for months, and all I've ever asked was that someone from another department look at the issue I'm having. It should be illegal to run a company like this when peoples health depends upon real answers and assistance.

Express Scripts received mail order for more than 10 days but don't ship the order. I run out of medication, then talked to ES, no help!

I am 80 years old. So how many years do you think I have been taking medications, ordering same through Drug Plans that use different providers, including Express Scripts. Never a problem until 2024.This year, Express Scripts has decided to countermand my Doctors prescription and advised me what they think I should have. 1st day of complaints was to customer service. They could really care less. They would have to transfer me to a Pharmacist. Figure 30-60 minute hold time. Then the pharmacist says "we do not think you need the quantity your doctor ordered." My Doctor is a knowledgeable, professional.I wouldn't question anything he said or did. BUT, the pharmacist didn't care and would not send me the medication. Called a second day, asked for a supervisor (took 45 minutes) who subsequently transferred me over to the pharmacy. End result, pharmacy said "not going to send you the medication." I spent about 1 1/2 on the phone, getting no where. No one at Express Scripts cares about a member's problem. No one at Express Scripts really tries to help. NO ONE CARES. We chose Express Scripts for most of our medications based on cost comparisons. I did not sign up for attitudes, aggravation exhibited by Express Scripts. It may cost a few dollars more, but, there are many other choices out there besides Express Scripts, and, another day like today I will switch to a more pleasant environment.

I tried contacting express scripts on behalf of my son and was almost immediately met with hostility. I called back to talk to a supervisor and the person I spoke with was even more hostile than the first. They stated I had the wrong zip code and that it was possible I didn't know my zip code. They told me the zip code they had on file without fully authorizing my account and stated that they likely broke HIPAA in doing so. The level of unprofessionalism I experienced in such a short time was all the info I needed to keep from ever spending a dollar with this company. It is no surprise that they have such abysmal reviews. I dodged a bullet here.

Express scripts is a total nightmare and I honestly don't know how they stay in business!

Truly unbelievable what they put patient's through.
I've had ongoing issue's with them
And nothing is ever resolved!
They canceled a prescription of mine and wouldn't return the prescription and can't get another prescription because my doctor of 10 years closed their office!
My doctor wanted to make sure I didn't run out of my medication and sent it to them in October of 2023! Well guess what because of their incompetence I ran out and have no doctor to contact! I'm not gonna stop complaining until they are held accountable!
Express scripts has kept several of my doctor's on hold 15-20 minutes trying to get something approved for my diabetes and couldn't get it approved had to get prior authorization??? I think
Prior authorization means we are not gonna fill it! With two different insurances my doctor had to go through a small pharmacy locally and bingo never had a issue again about that prescription! Express scripts can never justify WHY! I really want legal action taken against express scripts! Contacted them mega times and so DONE with their lame answers like customers are ignorant!
I just need to know do I go through BBB or someone else.
Catherine Beaudry

Express Scripts appears to me to be the lowest quality pharmacy I have ever had the misfortune of encountering.

How is this company still in business? Do they simply run the cheapest lowest quality possible prescription mail order pharmacy (that appears to run on foreign call centers and robocalls) and win the 'lowest bid' for companies that wish to spend as little as possible on employee prescription benefits?

They call you via robocall, provide no information, pass you to a offshore call centers with non-native English speakers who then ask you for your PII (Personally Identifying Information) , again without context. At this point, I am thinking, "is this an identity theft scam?". After providing your information to someone who knows nothing about your account or medications, you get transferred to another department where someone (again) asks you for the same personally identifying information (full name and date of birth). This person is at least able to pull up your account and tell you (sometimes) what the call is about (e.g. counseling with a pharmacist for a new medication). This 2nd person you speak with (3rd if you count the robocall) cannot do anything either except verify who you are (why didn't they get that info from the 1st person you spoke to?) and pass you to the pharmacist.

Once you get to a pharmacist (after 2-3 other people plus an Interactive Voice Response (IVR) automated phone system) they may actually be able to help you, if you are lucky.

Express scripts charged 2002.01 from my account however I have a 200.00 limit and no charges for any amount over that. So in effect I was robbed and called the 888-289-1405 and asked to have my money put back into my account but the clerk said she couldn't do that. I then asked to speak to a supervisor and explained that I need to have my money put back into my account she said to call Accredo on Monday. The check was in express scripts pharmacy rx . The amount that someone in express scripts was not my responsibility Accredo was informed as to were to send the bill but they have not since May once my insurance co. gets the invoice they'll pay. Please look into this matter asap

Stealing money from Veterans one prescription at a time
Refusing to coordinate benefits even when they are primary for both insurances is RIDICULOUS. Just trying to steal money from people.

I was prompted to set up a delivery for medication, and I informed Express Scripts, known to me as Accredo, that I needed to know how much it was going to cost before I consented to the shipment. I was told an estimate of $1,908 and that it could be adjusted once my insurance, Regence, was contacted, and the copay amount confirmed. We set up a tentative shipment date of March 8, 2023, reassured that I could cancel. The medication arrived at my doctor's office, The Portland Clinic, on February 28, 2023, unknown to me until they called to set up an appointment for injection. I refused as I was never told how much I would owe if I went forward with the injection. I attempted to call Regence myself for an estimate but they were not able to give me one without a Diagnosis Code, Procedure Code, Provider Name, an A J Code, and whether it was considered a therapeutic injection. No one was able to provide me with this information. Sometime after June 6, 2023, I received a bill from Express Scripts for $1,563.32. After countless communication between myself and Express Scripts, The Portland Clinic, and Regence, Express Scripts found me not at fault for the amount owed on July 31, 2023: saying that the employee I spoke with should not have said that the amount due could be adjusted after it was shipped, because once it is shipped, an invoice is created, the claim was sent to the insurance company, so the amount quoted to me would be my copay and I would be responsible, but failed to let me know, only continued to send me bills and ask for payment every time I called. As of September 8, 2023 I cannot get a turnaround time for when the amount will be charged off, and I keep receiving bills in the mail.

Slowest Processing Time.11+ Days.

This company is TERRIBLE. The worst customer service I've ever encountered. Doubled the price of my sons 30 day supply of meds and no one gave me an explanation that made sense and after hours wasted on the phone with over 6 reps and supervisors, never got it resolved, was given different answers, and they swung me around in circles. I am NOT happy!! Most frustrating experience ever

I am so very frustrated with Xpress Scripts and my Tulicity prescription for my diabetes which I have not had now for over a month. Xpress Scripts keeps saying that my Endocrinologist, Deepti Bahl, M.D., at UAB has not sent a PA; Bahl's office claims it has been sent multiple times, (since June 30), and here I am suffering for all of their communication defects. PLEASE HELP.

Darold A. Mathews

They are the worst pharmacy!!!! They don't how to speak they actually said tooken!!!!!
What kind of moron says that!!!! Every single prescription that my doctor sends to them is rejected for absolutely no reason!!!! I'm so beyond done with this awful company!!!!
They are the worst of the worst..... avoid them at all costs!!!!

There is a new system and it is awful to use. Tell me is it cheaper to to make it a hassle to get Eliquis and Entresto or is it cheaper to pay for a hospital bill? Also I had a new email that I have been using and now all of a sudden I have to use my old email. I have to go through all of these new steps to set up for the email that I have been using.

"Would you continue to hold for the supervisor?" a dozen times. Four-five times repeating my name, DOB, zip code, transferred numerous times, HAD TO SAY REPEATEDLY Express Scripts CONFIRMED THEY HAD BEGUN MY ORDER 7 DAYS PREVIOUS Prescription #:***** 7256
Invoice #: *****395156 WITH NO NEW INFO ON ORDER STATUS. That is what started a fool's errand for me being told by a MADDENINGLY UNCARING ELDER LADY: "We don't have that order. Would you continue to hold for a supervisor?" over and over and over again. She would never acknowledge that Express Scripts had sent me a confirmation email: Thanks For Your Order, Janet, with an invoice # above. Talking to this woman made me think Express Scripts is purposely lowering their valuation for imminent planned takeover. WHAT IN THE WORLD HAS HAPPENED TO EXPRESS SCRIPTS? I've been with Express Scripts since 2010 with excellent service. I had to get my Rx at Walgreen's.

CIGNA: WAKE UP EXPRESS SCRIPTS!!!!!!!!!!!!!!!!!!!!!

I need a refill on a prescription doctor sent it to Express Scripts and even though I've been taking it for five years they said they need prior authorization and I'm out. They are nothing but typical government worthless pieces of TRASH I served 20 years to get these benefits, and they could care less

I called to cancel my order, the person I spoke said that the medication was on process and she is going try to cancel it. She even called someone to asked for help to cancel it. At the end she said that it was canceled. The next few days I look at my express script account to my surprise the medication that supposedly canceled it was shipped. I called express script again to ask what happen. The customer representative name DENISE WAS SO RUDE TO ME DURING OUR CONVERSATION. I spoke to her 3/6/23 @ 11:10 a.m. Frustrated customer.

Not good. Important meds are frequently "unavailable" for extended time periods.

Over the past six months the service at Express Scripts has declined. If you are willing to wait on the phone waiting for them to answer, you can still get disconnected when they pick up the phone. Of the last 11 times that I have left my phone number for a callback. None of those times the phone disconnects within seconds of them picking up. It is really sad. The service that is being provided by Express Scripts.
Let me list the excuses provided by the customer service reps when you finally do get through. We are having problems with our phone system . Over six months now the same excuses.... Let's not forget we don't have enough people to work.
Just now I called and they said there was a seven minute wait, so I held on. After 20 minutes, the phone was picked up and disconnected.
My question is very simple. It is pathetic customer service, the new standard??

My doctor sent my prescription to Express Scripts on 1/23. Express Scripts proved to be anything but "Express" in filling my script. I finally received notice that they were "filling" my prescription on 1/29 (6 days later), at which point I was forced to opt-in for the pricy upgrade of "2 day shipping" in order to actually receive my necessary medication before my supply ran out completely. I received a shipping notice on 1/30 with tracking info, which indicated the package was not actually passed onto UPS until 1/31, and upon viewing the shipment details, showed no indication of the package being billed as "2nd day delivery" or expedited in any manner, it showed the shipping speed as "ground" (basic/reg. speed). After noticing a lack of tracking updates, I contacted UPS & was informed they must have "lost" my package. I informed UPS this package contained prescription medication which was also classified as a class III controlled substance, and was informed that this was unknown to them as the package was NOT labeled/billed accordingly. Upon contacting Express Scripts to resolve the issue of being entirely out of my necessary medication, and UPS having lost my shipment, I simple wanted to have my prescription transferred to a local pharmacy in order to access this medication which, at this point, I desperately needed, and was told they would NOT allow the prescription to be transferred, nor would they reship the prescription, and effectively accomplished literally NOTHING whatsoever throughout the 3 HOUR 45 MINUTE phone call...a complete waste of time which effectively prevented me from even contacting my doctor's office to request a new prescription be sent to a local pharmacy as it was a Friday afternoon, and by then, beyond business hours (a factor I repeatedly reiterated as an extremely imperative factor in the quick, efficient handling of this matter throughout the phone call). My original shipment eventually showed up on 2/8, a full 8 days since being shipped, and upon opening the package, I found the contents to be entirely destroyed. The medication, vials of liquid suspension, clearly indicate on the vial, accompanying drug manf.info sheet, product box, AND drug facts printout included by Express Scripts, a temperature control standard for this medication (68-77°F). Express Scripts failed to take any measure to maintain the integrity of this medication in packaging, nor was it labeled accordingly to alert the courier of this special handling need. Despite contacting Express Scripts directly, Cigna, and UPS, I have still not been compensated for the epic failure of this delivery. I lodged a complaint with the Better Business Bureau a few weeks ago, and this week received a voicemail from a Michael Crane from Express Scripts Corporate Office wanting to discuss the matter. I returned his called almost immediately, left a voicemail 2 days ago with no response. I attempted to call him again today, left a voicemail, still no response. I made clear should he not respond by the close of the business day, I will be escalating this matter far beyond the BBB to ensure they are not permitted to continue serving customers in such a careless, haphazard, dangerous manner. The FDA takes the gross mishandling of medication by pharmacies VERY seriously especially when such mishandling could result in serious health complications as result. Additionally, the DEA monitor mail order pharmacies to ensure appropriate transportation of controlled substances in order to prevent unauthorized access/use of such drugs. I will NOT be utilizing this seemingly convenient new mail order pharmacy service included with my Cigna Prescription plan ever again. I am beyond appalled that Cigna chooses to put their reputable name on this absolutely deplorable excuse for a pharmacy.

All of their customer service agents are now in a different country, clearly as part of a cost-saving measure. I have a shipment of immunologic injection pens delivered every 3 months, the cost of which is over $10,000. They messed up an order and dealing with customer service to get my replacement shipment out has been a complete nightmare. There is no actual correspondence - if they tell you they'll call back in 24-48 hours, that means you have to call them back because they absolutely won't. I used to be rather satisfied with their customer service but since the start of 2023 it's been nothing but terrible.

They make you get your chronic meds from them. Though they won't send your refills until you "verify your address" every single time. Haven't changed my address in months but they just don't send refills then when you run out you wait on hold for 30 minutes. Then they keep calling you saying, let's save you time by sending you your rx's. Theoretically that would be great IF you could talk to anyone there in a timely fashion, if they didn't decide to hold on to refills for weeks without contacting you due to address verification. Then let's talk about how they send out meds in non temperature controlled bags. I live in Florida - how great do you think it is for my meds to sit in a box where it is over 100 degrees for days? On the manufacturing label it says it should be kept at room temperature - that's not room temperature! The sad fact is, MONEY is their ONLY driving force and they will "provide" you subpar service to save a dollar. They don't care about my family's health, they care about their shareholders.

Since they switched to two-factor authentication, I cannot sign in. I spent over an hour on the phone trying to get this fixed. They are supposed to send a code to my email, but it never arrived. Whoever invented two-factor must be a moron.

Express Scripts promised me a refund for 2 errors. They never gave me the refund. Now a supervisor is telling me that a refund will not be issued. I asked to speak to a higher level supervisor and the call was disconnected. I called back and the call was disconnected. I've never dealt with a less responsive company

Krogers no longer takes express scripts. The pharmacies I can go to now are several miles away. Even CVS and Walgreens do not take express scripts. I hope our company will change prescription plans soon.

Excellent customer service and support from multiple representatives when calling to resolve a vacation override authorization.
Customer service representative, Keisha, was especially pleasant, patience and helpful.

I made an accounting error by using my checking account instead of my debit card. I'm thinking medication was paid for but found out later, my echeck was returned and I was charged a $15.00 fee. I will never use my checking account to pay ExpressScripts again, but it made me wonder why a billion dollar company would charge fees when a lot of the customers are having a hard time paying for prescriptions?

Hello,

We've had issues with billing. We're signed up for EPP, but it's often disregarded in the billing process. Customer service never fixes this issue. I strongly would suggest having a UX expert look into it, as billing problems can be one of the most frustrating problems possible.

I get 70/30 Novelin needles every 90 days. They are shipped to me in a flimsy bag and the box inside is crushed thus leaving me we perhaps 100 needles in a loose bag. Its time to start sending such items in other than a cheap post office envelope.

I have bcbs and we use express scripts. I don't use computers and change meds a lot. I just can't keep up with it. Its a long story but I was out of work and then when I went back it took me 7months to get a pay check b/c of paying current and past insurance payments (from being sick)... I had insulin at local pharmacy but they would not over ride it so I could pick it up. I did owe express scripts some $ but I assured them I would take care of them when I got my stuff paid up and got a paycheck again, they denied. I had NO insulin during that time. Made it HARDER to go back to work to get money to pay them. SIX months of that 7 I worked before I got out of the red from paying back insurance, a friends Aunt passed and she gave me 2 vials. My sugar runs 5/600 I am now seeing a specialist b/c my body doesn't even respond to insulin like it should. She about passed out when she found out I had NO insulin that long. I told her not to pass out, I have bruises and scars from passing out from high sugar, went into a few comas. TY express scripts for denying my right to use my health insurance at my pharmacy and about killing me. I pay bcbs $400 EVERY TWO WEEKS, plus my employer pays a fortune. I should be able to get my meds with that kind of money. I want to know how to OPT OUT!!!!!!!!!!!! I have bcbs Anthem, I live in NC but my employer uses anthem. I can't keep up with my meds. YES it should be easier, but in my case its NOT I need my meds and Express scripts is not a fit for me at this time. IF I get my meds and doses straight then YES I will come back,.. but I want out for NOW. I have NOTHING bad to say about employees, or company other than I had to write a will. My lawyer came to my house b/c of my passing out from high blood sugar. He has all my info and when/if I die with no insulin they will sue.

Your service is great and I have no complaints, but I would like to make a suggestion. When I receive a telephone call about a soon to be filled prescription, the name of the medication is not mentioned. Since I take several medications, it would be a help to know which one is being prepared in case I want to hold it off for a while, etc.
Thank you.

Wayne R. Stotesbery Refill of prescription for ATENOLOL TABS was supposed to have been shipped on 12/11/2014 has never been received.

Express scripts - to which we have NEVER belonged - billed us for 100 in 2009. Called and got is squared away and they realized their mistake, and now, years later, they have sent it to Collections. I have been attempting to contact them and have been hung up on. Next stop? Atty general?

The old version of the site was excellent, the current "Dashboard" is virtually unusable.



I would appreciate communication with someone high enough in management to have the website decision makers under supervision. I am willing to wager that some entity was actually paid to replace a working system with garbage.



It is obvious to me that the decision makers did not try both old and new. Nor did they have a focus group of users try them.



Jim Russell

I have received great service. I had pass word trouble this morning, and the lady that helped me was pleasant, maintained a voice that told me she was glad to help me. She also helped me solve a problem with the date of my refill. I am so glad I did not have to stand in a long line at our local drug store after shopping for nearly an hour.

Like so many seniors, I was extremely wary of ordering my pills thru an then-unknown company. Not to worry---they have been cheerfully and carefully filling and refilling all my orders (most were automatic refills) for several years now. The price is unbeatable. (I am Scottish at heart.) The quality is excellent. Very good company.

I've spoken to several employees and my experience was the same horrible.But I've spoken to Ms Passion Ford on an issue I've been dealing with the past several months.She spoke to me with the upmost coutesy, real concern ,and very efficient on handling my ordeal.for the first time in years I relived and wasn't angry I hung up the phone. If the rest of the employees can take a page out of ns Ford's book the company will rank in the high 90's on their customer service surveys.

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.

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!

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--

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.

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.

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.

I have never had any problems with this company.

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

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.

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!

Positive experience...customer svc agent v helpful!

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!!!

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.

I work at Express Scripts in Pueblo Colorado it is freezing in the building that we work the employees have asked them to please make it at least tolerable so our fingers and feet are frozen by the time we leave they refused to do so the chairs we sit in for 8 hours are bad for our backs and hurt they won't help us someone needs to step in and do something before we all get pneumonia

I am a former employee of ESI. When I initially started it was only because I needed a job. Later as I began to see how things work and saw at that time there were some possibility to grow. At least that is what I thought. First I must say the company itself and it's purpose is a good one. However, the management is not to be desired. At the particular site I worked at I saw them separate the Director, a project manager/implementation and a Sr. HR personnel all at one time in one day. The sad part is the employees knew before the people it was applying to. Very unprofessional. Management is offered based on politics, and popularity. People are easily intimidated when a lower level employee appears to be doing a better job. Some of the things that I have seen and heard first hand were very distasteful, Call centers are expected to have complaints they are expected to not satisfy everyone, yet they are also expected to review these complaints and try to fix them. In the site I was employed the centers moral shot to an all time low. It was like they targeted the ones that made it worth coming to work. Then it was replaced with the fake politicians. They removed all the people that were there for the employees and not just for a check. I think that their hiring process should of been revised. It would be difficult for almost anyone to interview with someone you know is not in your favor. Bias played alot when it came to promotions and some didn't even have to interview. The company would be better if the people were better.

Unfortunately, the many complaints listed here is common place for this industry. I used to work for CVS/Caremark and the level of incompetence in senior ranks is unbelievable. Many of these call center are 3rd party vendors and they only require that you pass a drug test to be hire. Many of the customer service reps are very young people with no experience making $8 an hour. Senior management of these call center are rewarded handsomely just for having a rep answer the phone in a timely manner -it really does not matter if the rep is capable of providing service to the member. It's all about butts in the seats and billable hours for these call centers.

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!

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.

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!

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.

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!

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.

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

Stay away. Stay far away.

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.

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.

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.

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!!!!

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!

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!

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...

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).

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.

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.

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.

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.

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.

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.

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.