• Report: #823465

Complaint Review: EXPRESS Rx

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  • Submitted: Mon, January 16, 2012
  • Updated: Sat, February 11, 2012

  • Reported By: vm — Denver Colorado United States of America
Internet United States of America


*UPDATE Employee: Brand medications being dispense

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Express Scripts does not understand good customer service NOR goodwill. It's like the movie Erin Brochovich, where one department says 'yes' and the other department says 'no'.

Express Scripts filled a new Rx with expensive non-formulary Brand Name drug; instead of filling with generic (both named on Rx).  Pharmicists did not call doctor or customer when deciding to ship expensive brand name vs. generic (both named on Rx; and, no check mark 'Dispense As Written'). They charged without permission, my credit card on file (used for phone refills only).

When received, I called immediatedly. Customer Service (Norma) said: have Dr call pharmicist, explain we wanted generic, issue $120 credit, send shipping label to customer for return of brand-name.  Dr called. Pharmicist' says NO. 

Again, we call Customer Service (Nailin, Supr) and got same approval process. Dr office called and Pharmicist' says NO. 

Again, we call Customer Service (Christine) and got same approval process. We transfer to Pharmicist' DAVE (***hole), he says NO again.  We transfer back to Customer Service (Ryan, then Dee, then Shay, Supr) and got same approval process.  DEE or SHAY called Pharmicist' who still says NO.  Like the movie, one deptment policy says 'yes'; they other dept says 'no'. 

I told them, several times, that I'm not taking the new expensive 'brand name' (need to return unused), and, I'm out of previous generic heart medicine, that if I die waiting (or from stress from this hassle), MY WIFE SHOULD SUE EXPRESS SCRIPTS.

This report was posted on Ripoff Report on 01/16/2012 12:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/EXPRESS-Rx/internet/EXPRESS-Rx-EXPRESS-SCRIPTS-SCREWS-CUSTOMERS-ORDER-ERROR-BILLS-CLIENT-120-WONT-REFUND-823465. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Brand medications being dispense

AUTHOR: PharmacyGuy - (United States of America)

I understand that you may have received a non-formulary medications that was dispensed. Is it the Pharmacist or the Dr error? Well, lets diagnose this problem. One, DR write brand name medications because they don't want to write the alternative generics. Notice I said alternative generics not generics. 

First - Most brands may have a direct generic medications and many have alternative medications. Direct generic meds are in the same therapy drug class that has to be AB rated. Alternative medications are in the same therapy but are not AB rated. So, if your Dr write a brand name medication that is NOT AB rated, then by LAW our pharmacist must dispense the Brand. Do they have time to call patients about this? NO - they don't. It's not the pharmacist job to help you with your benefits. The pharmacist job is to dispense the medication on not based on how the Dr writes it.  If you dr want a generic medications that is not AB rated, then the generic must be written on the prescription. ***Pharmacist will fill generic medications for name brand written on the Rx's only if its AB rated...for example, Zocor - simvastatin is a direct generic and will be filled automatically. So closing, patient lack responsibility to call in advance to check their benefits, and want the company to cover because they didn't want to spend that few minutes to understand their benefits. If this person would have called and say, how much does my medication cost? We would have told him, but he didn't. Instead, from my point of view he didn't. Poor management on his part and want the company to pay for his mistakes. 

That is funny - your wife should sue the company. I mean, there's thousand of local pharmacies around town that you can easily prepare for in advance while you wait for your medicaitons. You want to sue the company because your poor judgement. Take some responsiblity

Pharmacy Guy
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