Express Scripts, Inc. ESI, expressscripts.com Scripts not filled, promises not fulfilled, excessive delays and extremely unprofessional attitudes amongst supervisors. St Louis, Missouri

This company is all "sunshine and roses" when you first call, but don't be sucked into it.  The call center people are paid very well to lie and get you off of the phone quickly, with bonuses to the ones that are the fastest!  For evidence, see other entries on this site.

The worst problem is with class II narcotics.  A quick Internet search will reveal several customers that had problems with pharmacists stealing partial amounts of filled prescriptions or even entire scripts.  I also have fallen prey to this as a class II script sent to them three weeks ago has been promised to be sent "overnight at their expense" five times now, but has never left their pharmacy.  They initially promised this as it was late being shipped, but there has been no effort to follow through with the promise, and every "supervisor" spoken to has the same story and the same ineffectual result.

Make no mistake:  The "supervisors" are completely impotent, having no ability to accomplish anything nor even a desire to follow through on a promise to return a phone call.  If you get this promise, it is only to get you off of their phone line, not because they are actually going to do anything for you or call you.  The truth is that NO RESULTS can be obtained by dealing with the company directly.  They do not care that patients are running out of medications that are causing them to be hospitalized, as one supervisor simply suggested my wife find another doctor to issue yet another script - an act which is a felony in our state.

The way to make yourself known is to file your complaints with agencies that can do the work for you.  You know the ones - they're the ones you pay for with your tax money every year and never get to use...until now!  All of them have online forms or 800 numbers you can find on their website, whichever you would rather use and are completely painless!  They are there to protect you, the consumer.  Here are the ones I have currently filed:

Missouri Consumer Affairs Complaint

DEA Unlawful Pharmaceutical Drug Sales

Postal Service - Email your complaint in your own words

Better Business Bureau

There are others, but this is a good starting point.  Also ask the people at the agencies, if you happen to call the 800 numbers, if they have ideas for other agencies that you should contact.  Many times government agencies know who should be contacted but they just aren't forthcoming unless you ask.

Keep your important scripts away from Express Scripts if you can!  If you can't, have a backup for your important ones because you will come up short and you will be lied to while dealing with Express Scripts.  Also, talk to the Benefits Advisor at your company to try to get your pharmacy plan changed - YES, it can be done!  Companies change things like that all of the time, especially when a provider is as sleazy as Express Scripts, your company just has to be made aware.

Good Luck!