Our group was new to Preferred One Insurance this year and Preferred One informed us that to get 90 day supplies of drugs, we needed to go through Express Scripts. So I contacted my doctor about ordering for me a prescription of Nexium. He emailed that prescription to Express Scripts. Unknown to me, he also called sent in a prescription for AsthmaCort. I use that for inflammation in my bronchial tubes. One prescription lasts me a year. A week after this, Express Scripts called me to tell me they no longer could get AsthmaCort. I told them I was surprised he called that prescription in. I told them I would handle it with my doctor to see what a good alternative would be and told them not to contact the doctor. I did give them a credit card number to pay for my Nexium prescription. A few days later, I get the Nexium in the mail, but it is damaged. The plastic pill bottle was in a larger plastic mailer, but it was clear this bottle was never made to withstand minus 2 degrees, getting thrown around in a Fed Ex truck and boxes dropped on it. The bottle was busted, broken open, the drug loose all over in the plastic bag. I called Express Scripts. They apologized, said a replacement order would be sent out right away. They also said a mailing envelope would be sent to return the bad shipment. But the next day, I got another prescription - FloVent - a prescription I had not ordered and had no idea was coming. So I called them. I was surprised they'd sent it without being paid, but they told me they just charged my credit card that I gave them for the Nexium - $336. I was floored. I told them I didn't want the drug, but they informed me they wouldn't take it back and they wouldn't refund my money. I contacted the Minnesota Board of Pharmacies and my bank.
I found that three laws were broken by Express Scripts. First, they cannot dispense a prescription in the State of Minnesota without the approval of a patient. Any patient can refuse a prescription that he or she hasn't authorized. Second, they cannot ship to a home in Minnesota in the middle of winter where the prescription can be affected by sub-zero weather. In the State of Minnesota, all prescriptions are to remain in controlled environments. The third law had to do with the bank. Just because a comapny has your credit card on file for one thing does not give them the right to charge another thing to it without your authorization. The Nexium issue was resolved in that I got a replacement prescription, though they never sent packaging to return the damaged product. The Bank investigated and determined that the charges were indeed fraudulent and they reversed the charges back to Express Scripts. However, Express Scripts is still showing that I owe for the medication.
Gerald
Mattydale,#2Consumer Comment
Fri, April 02, 2010
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.
Mr. ASC
saint marys,#3UPDATE Employee
Fri, April 02, 2010
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.
DHammond
Rochester,#4Author of original report
Thu, April 01, 2010
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.
Mr. ASC
saint marys,#5UPDATE Employee
Thu, April 01, 2010
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.
Mr. ASC
saint marys,#6UPDATE Employee
Thu, April 01, 2010
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.