ATLANTA, GEORGIA -- Patients beware! Medco Health (ex-Merck Medco) received my prescription for four different items on 08/11. Eight days later I received two times of this prescription at my office at work, which was quite unusual, before they used my home address, suddenly they switch to my employer. Being located at a real big office complex (> 4,500) a lot of mail gets handled there - but things can take a while, so I call them immediately to correct the shipping address, also asking for the missing prescription. I was told that stuff is getting shipped as a separate shipment.
On 08/21 I receive in the evening a call at my home from Medco Health "verifying" my home address. (!?!) One specific item supposedly has to be shipped overnight express, as the medication is perisable. The shipment was announced for leaving Medco Health on Monday 08/25 - arriving next day. I was a bit surprised about this call, as the person I called two days before had claimed the stuff was already on the way - but I thought things can get mixed up, when four different things are ordered the same time. Patiently I wait till Tuesday 08/26 but nothing arrived.
On 08/27 I call to follow up and the surprise story truly starts... what medication is missing? I don't know as a) I can't read the physician's handwriting anyway, b) didn't know that I have to make copies before mailing it to Medco Health and c) finally the prescription is for my 13 old. I only know what was delivered - but the service worker at the phone does not know what may be was shipped, what may be was not ... connects me to a special service worker for my healthcare provider (huh?). Yet no other result with the next phone worker, they don't find anything about the two missing prescriptions.
I'm told I will be put on hold for further review of my files but then - bang - the system hung up on me. Okay let's write an email via the "myuhc.com" website contact... telling my frustration about being told different things about the same shipment, but still not getting any help from Medco on the phone. I hope for an answer (promised on the website: "within 24 hours").
On 08/29 nothing, no answer, no medication, but the invoice for >$100 comes with the mail. After calling back asking for help a) where the medication went and b) when it was shipped and c) if there is a solution for getting it in short term, I'm nearly half an hour on the phone with a 'supervisor' who tries to understand what happened but can't give me any details on the missing medications but a run around telling me "should know your prescriptions names, that are missing".
Nevertheless not one time when I was on the phone with Medco Health, anybody did address a word of excuse to me for their failure to ship as promised ("7-11" days) the prescriptions, neither for their inability to tell me what happened in between the calls and really no feeling for the need to help me. I therefore asked for the transfer of the prescription to my local pharmacy... I don't know if this will work, but at least finally I know the prescription names # numbers. Anyone who needs real medications should think twice before ordering via mail from "Medco Health" - an unfriendly & unreliable service according to my experience! Patients beware!
LEXINGTON, KENTUCKY -- Doctor submitted 4 scripts to be filled. Received a call from Medco, after they left 4 messages on a business phone that doesn't get checked, confirming the 4 scripts and home address. Told them to please delete the number they have been calling and to add the home phone number. Put me on hold and came back saying it was all changed. After a week, my husband received more messages on his business line, finally got ahold of them and they needed a credit card number for my 3 scripts. Asked them where the 4th was, and they said they never received it. I told them that THEY told me there was 4 and they checked with me about all 4 of them. She didn't have anything to say.
I questioned their pricing since I was supposed to be paying for 2 months and getting 1 free. My monthly charge for 4 meds are $70.21 (which is $210.63 for 3 months), they want $175 for 2 of the meds for 3 months. How is this supposed to be saving me $$? I feel like this is such a scam. Making me go to them, but they are charging me higher prices for my meds. When told the customer service representative about this she just read from her little script that she is supposed to say to mad customers. Made me more upset.
I am 100% dissatisfied. The order process took over a week. After I didn't hear anything for half a week I called. From here I had to give them my correct information 3 times which for some reason no one could remember. Finally, I spoke with a young man who said once my credit card was charged that meant my RX had shipped. I told him I needed to take the RX on Monday and he assured me it would be here.
It is now Monday and still no RX, even though my card was charged. When I called the lady stated that it wouldn't ship until the 15th. In short, I am completely appalled with this company. Luckily their customer service was friendly or I would have taken this issue much further. However, I will share my experience with others and advise them to take their business elsewhere.
FAIRFIELD, OHIO -- I called Medco worried because I knew my health insurance was going through the roof after the 1st of the year and I needed to get my 90 supply ordered before that happened. I was told several times that my order would be requested on December 28th and sent out after the first of the year, but not to worry because it would still be processed under my old insurance. I called again before the end of the year and was told everything was fine... called again after the first and was told everything was good but it had not shipped yet.
Called again today and was told they were going to process it under the new insurance and instead of costing $90 it was going to be over $1000 and there was nothing they were going to do about it!!! This company lied to me and drug their feet in order to delay the processing and get a bunch more money. Too bad I don't have it and I have no idea how I am going to be able to continue paying for my meds at this price. One thing is for sure, Medco will never see another dime of my money and I will post this message anywhere I can find to put it!
As a prescriber I have dealt with Medco for a number of years. Though most of the reps are generally congenial, the company is very difficult to deal with and seems intent on wasting other peoples' time in an effort to limit the medications they have to pay for.
For instance, I regularly spend 20 minutes on a prior authorization call. I repeat my name and information, including phone and address (which they seem to never have on file), then give all the patient information (which they seem to never have on file) to get sent a form to fill out and fax back. The form (sometimes they will ask you over the phone) asks questions like: What is the diagnosis of the patient? Did you correctly make the diagnosis for the patient? Are they taking another medication in conjunction with that one?
SAINT LOUIS, MISSOURI -- I went to my local pharmacy to get my meds, but they were way too much. So, I turned to our Medco program that said I would get three months' supply for the same price as one month at my local pharmacy. The meds were ordered by the doc office at 5:30 pm, and the next morning at 9 am my husband checked it and seen that they had charged us three times that amount, so he called to cancel it. According to Medco the meds did not leave their facility until 11:30 am, (mind you we called at 9 am to cancel). They refused to cancel and now we are out 3 times the amount of money we expected to pay, for us that is more than a week's pay!!!!
They refused to offer any payment plan help, refused to cancel the order and refused to provide any help, guidance or reassurance for the future. This is an awful company, they have horrible customer service, (they all say the same thing word for word so you know they are reading it off a paper). I know I am not the first person this has happened to and nor will I be the last unless people like me speak out to this injustice. There is no reason why we should not have been able to cancel this order in the first 24 hour period!!!!! This is something the company needs to correct as opposed to raping all of us of our income for drugs that should not cost this much to begin with!
AUSTIN, TEXAS -- I receive a generic medication every month. The copay was only supposed to be $10 a month but I first paid $27 for the first year I was on the medication but then they tiered the price to $60. It's considered a tier one prescription which is only $10. They admired it on almost all my calls. Even went as far as telling me there would be an investigation and I would be receiving the sum of the difference. Didn't receive any money out any notification about what they were doing to resolve the matter. Meanwhile I continued to pass the $60 for my medicine.
I called nearly every month and got the same story "I'm not sure what happen, but I'll make a more of it in your file and someone will be in touch with you within 24-48 hrs." No one ever called me, I never saw a check and I'm still getting the run around. One least I spoke with said it was being held up for some stupid reason, her words not mine, and shout it through while I was on the line. I called again the next month only to find out that she no longer worked there. Big surprise there. We now have a new insurance company for our prescriptions and I pay $10 a month. Still no word on my from Medco. They're a bunch of scam artist.
FRANKLIN LAKE, NEW JERSEY -- Medco has no policy for charging clients for medication that is on their brand list. I was told it was up to my insurance plan as to how much I will be paying for brand name medicine. I was told that the benefit plan administrator has a list of medicine and they had agreed to what Medco charges for brand name medicine. Medco has no way to warn patients that the medication is going to cost more. Medco has no policy on taking medicine back when a person can't pay for it. I had no ideal that the medicine I was ordering was $370.33 and my part will be $185.16, which I cannot afford.
COLUNBUS, OHIO -- I am a 31 year retiree of Verizon. Verizon has chosen to use Medco as its online prescription company for all retired employees. I have no choice but to use them. My wife and I have been experiencing the ultimate nightmare while dealing with MEDCO for 10+ years. Their website is very slow and the prescription tracking is 3 to 7 days behind any account activity. Their records are very seldom accurate and prescription coordination between your doctor and their company is poor at best. Medco's attitude seems to be "Do it our way or the highway" regardless of the outcome of your prescriptions.
Help is sometimes provided via an 800 number and an actual person will come online and they are generally polite, BUT they seldom follow up on your problem and don't sincerely seem to care about anything except doing it their way. I have interfaced with supervisors and management personnel recently and the same results generally occur. "We are working on your problem as quickly as possible" but usually the outcome does nothing to help you get your critical prescriptions on time. I have, on several occasions, been forced to call my doctor and have him write me a new prescription and get it filled locally.
Plavix is the latest which I must take daily after my 2007 massive heart attack. Blood pressure medication is another prescription I have been scrambling to acquire in a timely fashion locally. Medco loses scripts sent by my doctor and then issues a letter to me, delaying any solution for 7 to 10 days, which ultimately insures my medications will run out before they can be renewed and shipped to me. The above is only a fraction of the problems we have and still are experiencing with this non-performing company. If you have any option for mail order prescription services "AVOID MEDCO AT ALL COST"! Trust me on this, you will be putting your healthcare at risk!
3/1/10 - Yes I hate Medco. They deny me my Nexium 40mg 2x daily many times. I have appealed and they still denied it. Started getting acid back in fall of 2008. I have had 2 endoscopies which I had multi-ulcers and gastritis. Got rid of the ulcers. (I can not burp or throw up because of a past Hiatal hernia surgery.) I can stand lots of pain however getting acid for month at a time is almost unlivable (my poor husband has to put up with me being a ...) I get acid on an empty stomach and almost every time I eat anything. Get acid every time I bend over.
I have almost landed in emergency room over dozens of times because of the pain is so bad. Don't go because what are they going to do? $2000 visit and an 8 hour wait I could not do. I am no whimp either (major back surgery and off all pain meds within 2 days). I have tried Protonix, Aciphex, Zegerid, Omeprazole, pantoprazole, Carafat suspension, gasX, soda, apple cider vinegar, cottage cheese, ginger ale, milk. Probably many other things I can't remember... The only thing I have found that works is 2 Nexium a day for me. Not 1 but 2 Nexium. (My Nexium comes from Dr. samples or from my neighbor.) At $400 for 60 pills I can not afford.
Right now, I ordered some Siberian pine nut oil getting it soon and now ordering Nexium from Canada at 59 a pill which I will be getting in 2-3 weeks. If this does not work I think I would rather be dead than live with this pain. This has kept me from family, friends and many activities, life altering YES. For me life threatening MAYBE sooooooon. If anyone has anything better please let me know.