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Medco.com Complaint - Non-existent Service / No Delivery Of Mail Order Refills

Review by Anxiety on 2008-12-05
COLORADO -- I have been forced to use the Medco mail order service by my company. Last month was my second refill request. The first time it took me about 3 weeks of back and forth telephone calls to get the information straightened out. Eventually it turned into an emergency dropship which is proudly displayed on the online screen - nothing about the fact that it took 3 weeks to get it. Since they did not have my doctor on their list, it was completely my problem - my doctor is employed by a clinic and I am sure it is pretty easy to get this doctor listed. Since they did had my prescriptions listed without any input from me I am sure they could get the rest easily too. Last (Nov 18) month I ordered a new refill. The message indicated that they need a new doctor prescription - really, why? I had a 60 count prescription filled the previous time. Does that cover 3 months? My regular prescription is 60 count for 1 month so I can up the dose if needed. The online message indicated that the request for a new prescription takes 48 hours - where after I would get an email to confirm. After a couple days I looked and the order was missing and there was no way to reorder - so I called ... once again an emergency shipping was promised - I waited - and called again - the next person claimed it is all my job to get this sorted out.

I told her I already have a job. I gave up and went to my regular pharmacy (where my prescription also expired - after 6 months) and got the new prescription and order refilled in 45 minutes. It is worth EVERY penny (it was $1 more to be exact). So my company pays for this plan we are part of at MEDCO - is that how they make their profit, with no service and non-delivery? Seems pretty lucrative to me!!! By the way - it is now 12/5 - I am still waiting!!
Comments:1 Replies - Latest reply on 2008-12-05
Posted by Anonymous on 2008-12-05:
Be sure to write to your human resources and benefits department and inform them of the issues that you have encountered with Medco. Most companies require performance standards and guarantees to be written into the contract. This means if Medco does not deliver on time, has too many customer service complaints against them, or have excessive hold times, and any other performance standards requested by your employer, it is a tick mark against Medco. If they get so many marks against them within a previously agreed upon time frame, they must pay the company a financial penalty. The only way this helps you is in the fact that Medco would know that they have to kick it up a notch and start performing according to the agreement they have with your benefits administrator which would hopefully reduce problems for you. I'm sorry I don't have any other information to provide. Maybe this little bit of info given here will help.

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