Complaint Review: Express Scripts - Bensalem, Pennsylvania

 To the reporter of the problem:
I suggest that you stop making the complaint here, start making all your complaints in writing , certified letter, return receipt requested.
I also recommend that you find out who  the CEO, CFO are of this company and also send them copies of this report and the abusive replies made by the so called customer service person.
I also recommend that you print the comments made by the person who claims to work for the company as well. Make a copy for your self and a copy for your letters.
It would appear that the person making the comments too your concerns has no business replying since the replier has only made rude remarks and accusations to your complaints with out attempting to resolve the issue in a constructive manner.
In the current economy, the person that is replying should be looking for either another job or be sent back for remedial training in customer service at the very least.

You are doing your self a disfavor by replying to the customer service person's abusive and demeaning comments.

And to the customer service representative, I hope that your last week at the job is this week and they forget to pay you your severance. You don't deserve to be paid for the crap you are spewing at the complainant.

We comply with state laws as far as a RX goes.  For instance, Ohio states that we cannot consolidate a RX.  For Texas, any controlled substance must be filled 21 days after its written.  for New York, all controlled medications must be received by a hard copy RX, written on a NY controlled substance RX pad.  In NY, for anything over a 30 day supply, the doctor must have a diagnosis code on the RX.

But as far as your saying..... Our orders are mailed out in a controlled environment. A waterproof package; or packed on ice if its an ice med.  If your having problems with FedEx / UPS leaving it on your door step when its too cold outside then take it up with the carrier.  We have no control of that order once it leaves our facility.  If the carrier decides to leave it, and you feel its destroyed, call and speak with one of our pharmacists, they can tell you what the meds proper storing temp, and at what temp the med will become bad.  (So does (((Redacted)))


And what our pharmacist would have done when they made the phone call to your doctors office is "The AsthmaCort is discontinued, the closest alternative is Flovent, is that okay with you?"  And the conversation would have gone into your doctor verbally giving us a RX.  Then we would fill it, bill the proper amount decided by your plan, and shipped it out to you.  We are a pharmacy, remember that.

On a side note....I love how people think that we decide their co-payments, deductibles, and any other charges that a person might be charged while getting a RX filled.  Well the answer is NO, we do not decide anything that you might pay (unless you ask for upgraded shipping.)  People tell me, Oh you guys just did this to make more money....Well the correct answer to that is....No matter what YOU as the patient pays, your insurance plan pays the rest.  So total cost of your Nexium may be $400.00, you pay $50.00 or so...your plan pays $350.00 or...you pay $200.00, your plan pays $200.00.  Either way we didnt make any extra money by you having a co-payment of $50.00 or $200.00

Have a nice day.



sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

First of all, Express Scripts is mailing prescriptions to patients in the State of Minnesota, therefore are to comply with prescription laws in the state of Minnesota.  Second, keeping drugs at proper temperatures is not just a state law, it is a Federal law.  For you to ship drugs via Fed Ex that are not delivered directly to consumers, but rather dropped on the doorstep of their homes in sub-zero weather is not just about state laws, it is a Federal Offence.  Third, I have checked with my doctor.  My doctor clearnly stated to me that they recieved a call from Express Scripts and it was their impression from the Express Scripts pharmacist that I had approved the FloVent prescription.  Express Scripts does show on record that they were not to contact my doctor.  They say they didn't contact my doctor until after they received the preplacement prescription.  However, my doctor has clearly recorded he was contacted, not by me, but by Express Scripts and that is how they found out that the Azthma Cort was discontinued.  So whether you like it or not, I will not pay for the FloVent.  If you take the matter to court, you will have to do it in Minnesota, where the court, I am sure, will be interested to know that you believe you do not have to abide by Minnesota Pharmacutical laws to dispense Prescriptions in Minnesota.     

Hello again,

I just wanted to say that I re-read your original report again and realized that I read it wrong.  So let me just clarify...

Your replacement on the Nexium was not Express Scripts fault.  Do you think that we would send you a damaged medication?  Do you know how much money is lost when we have to do a replacement??  Either you or your insurance pays for that second order.  Goodbye $500.00 because this persons Nexium is damaged.  Yeah...it comes out of our pocket.

Again... The Flovent situation, speak with your doctor.

You also might want to pay your balance because if it gets too high or too old, we will hold orders until its payed.

Again...Express Scripts operates under the laws of Bensalem, PA (in your case, we have more than one pharmacy)  So those so called laws in Minnesota do not apply.

All and all, as a supervisor, I would say... This is no ESI error.

Hello,

I work at Express Scripts as a member of the ASC/Team team.  The ASC team is who our members speak with if they request a supervisor or manager.  I can say from this report that there was an Express Scripts error on the replacement of the Nexium, but one that could have been easily corrected had you went the correct way to solve the issue. 

When this replacement was issued, it was entered incorrectly, and it does happen some times.  This is considered a damaged med replacement.  A replacement that is not billable.  Had you have asked for a supervisor when you felt you where given misinformation, this could have been easily corrected. 

As far as the AsthmaCort not being covered, that is the work of your insurance plan. not Express Scripts...But I can tell you this: When a med is not covered we try to make contact with your doctor to get an alternative med.  We would not have sent you the Flovent with out your doctors permission.  Next time you have an issue like that, speak with your doctor.  We received a prescription from your doctor and therefore filled it as requested by your doctor.

If your medications are shipped from Bensalem, PA, we are working under the laws of PA, not Minnesota.  A pharmacy has to follow the laws in the state it resides in.

With your credit card being charged...when that credit card is placed on file, it gives us permission to use it for any and all future orders.  When you dispute a charge with your bank.  They always reverse the charges, then tell us, "If you want the payment for this you need to collect from the member, or furnish proof that this is not a fraudulent charge"

If we are showing you still owe the balance from the Nexium.  Please call us.