Medco Complaint - Just when you thought no company could offer more poor service than Caremark
OK, so I get new insurance this year and my new mail order prescription provider, Medco, turns out to be the most frustrating provider I have ever dealt with. You go to the trouble to get new prescriptions, mail them off, and they show up on the web site as "we can't fill your prescription till we talk to your doctor". Let's see my doctor, that would be the guy that filled out the prescription in the first place. Wait here's one, you get a prescription filled, it shows up on the web site one week and poof, it's gone the next week along with all the refills which means, that's right now I have to waste my time and my doctors time reordering the same prescription, why, because nobody's time is more important the a Medco employee's time. So I send an inquiry about the missing prescription, and I get instructions on how to order a prescription. So, I send another inquiry, this time I clarified my question, the response was "that doesn't happen on our website", nice and to the point. The fact remains, I still have to get another prescription filled out to reorder it. Now it seems the old saying is true, you don't know what you've got till it's gone, and for as much trouble as Caremark was to do business with (my employer bought an extra drug management contract that told Caremark to cancel certain prescriptions after being filled once, they stopped spending money on envelopes and included the refill cancellation right in the first fill of the prescription, long story), anyway, at least once you got stuff squared away you go to Caremark's web site and you could view all of your prescriptions at once including the status of each one. At Medco's website your only allowed to view the prescriptions they say are ready to fill, if you want to see other prescriptions or more information it's really hard to find, that is if it is still there at all. I thought the person on the customer 800 helpline was polite and tried to do the right thing, but she was limited by poor corporate processes, she tried to fix an order for me two weeks ago and I'm still waiting. The email responses are either simplistic auto responses implying you don't know what you are doing, or they insult you, "how dare you imply the great Medco may have effed something up". So there you go, at odds with my service provider, and pretty sure, at least so far, they don't know what they are doing and really don't care.