Complain about a product or service

Medco Health Solutions

255 Phillipi Road, Columbus, OH

Larry of Finksburg, MD June 11, 2009

Doctor wrote prescription after exam. Pharmacy was declined when attempting to fill. I called Medco to request authorization. After several weeks (no prescription) I received an authorization letter authorizing refills thru May 2011.

Re-submitted prescription to pharmacy. Medco rejected it again. Called Medco and they informed me that they did provide one part of the authroization but needed to speak to my Doctor to complete authorization.

I spent 2 more weeks trying to get Medco and my Doctor to speak with no luck. I confirmed with the pharmacy again that the prescription could not be filled. Called MEdco to complain again. Medco put me on hold (OK), called the Pharmacy and provided approval. Elapsed time with no prescription = 3.5 weeks. I am going to the pharmacy to try to pick up my prescription now.

Patricia of Portland, OR June 6, 2009

On 19 May 2009, I placed an order to refill my Arimidex (medication I use to prevent recurrence of breast cancer). On 22 May, I received e-mail notification the drug was shipped on 21 May via USPS and should arrive in two to five business days. Using Medco's on line message system, I sent an inquiry about my order on 2 June as I had not received it. On 3 June, I received a response stating they would be happy to do an early refill - I would, of course, be charged my copay. I have been calling Medco to try to get them to reship at their cost to no avail. My employer's benefits people are getting the same story. Yesterday, I actually had to ask my oncologist for free samples in an attempt to have enough medication until I can resolve this issue.

Janis of Tallahassee, FL June 4, 2009

My ophthalmologist prescribed a 30 day supply of Restasis. Restasis and the FDA consider two packs of the product as a 30 day supply, . When I picked up my medication, I was charged DOUBLE the price, because of the TWO packs. When I called Medco for clarification, I was told the pricing was based upon the way the doctor wrote the prescription. This did not make sense to me, since the script was for a 30 day supply, which is comprised of two trays.

While I was holding for a PharmD at Medco for further clarification, I called the Restasis help line on another phone. The Restasis representative said that Medco and the FDA recognized that two trays constituted a 30 day supply and considered, for their purposes, two trays as the regimen for one month and should be charged as a single 30 day script regardless of the fact that it was divided into two packages. I was told by Restasis that Medco obviously had decided to charge double the normal pricing for a 30 day regimen of this medication.

Janet of Wappingers Falls, NY June 4, 2009

I take Bupropion for Major Depressive Disorder and Cenestin/Medroxyprogesterone for hot flashes due to menopause. Our very good healthcare insurance company unfortunately joined with Medco Health for prescriptions. Since taking their pills, I am so much more depressed and getting worse and I have noticed an increase in hot flashes.

I have a strong suspicion these medicines are of poor quality. Maybe they are old, or maybe they have been exposed to heat since they come from Texas. I see others have complained of this on the website.

Neal of Stuart, FL May 31, 2009

I have notified the BBB on 3 separate occasions about the practices of Medco Health Solutions. I refilled a prescription using the internet for 180 pills and a copay of 100 dollars. The receipt clearly says "QTY 180." Yet, when the script arrived there were only 120 pills and an excuse that my plan only allows dispensing of 120 pills.

Of course, Medco still charged me 100 dollars, didn't notify me about the change before refilling the script and their customer service didn't WANT to understand why I felt it was only fair to compensate me a third of the copay. This is fraud, basically the old "bait and switch" with MEDICATION!!! Their operation should be shut down and the perps are guilty of interstate fraud with medication.

Randall of Plant City, FL May 29, 2009

We switched medical insurance in Jan. 2009. We have had a horrible time dealing with Medco for our prescriptions. 90% of the medications that are prescribed, Medco won't cover. The doctor prescribes, we waste time and gas going to pharmacy, pharmacy says Medco won't pay, we call Medco, they say have your doctor prescribe another medication, call the doctor, they call something else in, it gets refused....etc.

Most recently this happened, but I got "pre-approved", and when I went to pick it up, Medco wouldn't pay for a "Pre-approved" Medication? I understand in the current economic conditions what they are trying to do...But come on!!! The medication I was supposed to recieve is on the approved list of meds on their website. I'm very discouraged, and I am concerned that they do not have the well being of my family or me in their best interest. It's all about money. I don't know what to do...Phone calls with them are dead ends.

Gary of Clarksville, TN May 28, 2009

My husband has been taking Buprion which is generic for Wellbutrin, an antidepressant. We noticed that with the increased dosage, he's been becoming much more depressed and has more anxiety. We researched this drug and found recent medical articles stating that Buprion can and does cause suicidal tendencies in some people, worsend depression and anxiety and is not a good substitute for Wellbutrin.

I contacted Medco to cancel out recent refill request, escalated the call and finally spoke with a Mr. T.J. P who bragged of the fact that he had the authority to credit our account the 56 for the Buproprion that my husband would be flushing down the toilet upon receipt, but he would not. Stating "It is a refill and has been shipped". I told him that we were forced to purchase our meds through Medco and we were forced to buy generic or pay 149 a month for Wellbutrin. I told him my husband is a student with low income and that we would be purchasing a replacement med from Medco in the next few days and it would be nice if Medco would credit our account since we have notified him that the meds they are mailing out are causing harm. He was arrogant and did not appear to have one ounce of empathy and said he would not approve a credit.

My husband has stopped taking the Bupripion and is waiting for a new prescription, but because it is Medco's policy to provide generic drugs at a lower price and charge unpayable prices for brand names, I don't know if we will be able to afford an antidepressant that will work. We have a pharmacy 1 mile downt he road that we love, can speak with the pharmacist and who would have willingly credited us for this med but United Health Care forces it's subscribers to order maintenance meds through mail order and through Medco. I have written Medco an email detailing our complaints and concerns and notifying them of the really harmful side effects of the Bupropion so if any suicides or other side effects occur to their "patients" because of this drug, they can't say they didn't know.

Madeleine of Denver, CO May 13, 2009

Medco recently sent me a generic medication instead of Dilantin (which I have been getting from them for a few years) because if my doctor does not specify DAW they now automatically substitute the generic. I had to pay for it and they will not take it back or issue a refund. I had a very poor experience trying to get some help from their pharmacist. The first one insisted that there was a federal law that they have to substitute generics. The second one (I was trying to order the Dilantin) could not help me because their computer was down. All this after quite a long time on hold. Finally I had my doctor call this into a local pharmacy. Lost money on 3 months worth of a generic drug I cannot take. I think they should have contacted me before substituting a generic for a medicine they have been supplying me with for a couple of years.

Barbara of Ballston Spa, NY May 23, 2009

Medco has become the pharmacy for my medical plan. Since this change I have had problem after problem getting my medications on schedule, to the right address, without issues, etc. Every encounter with their 'customer service' people is frustrating and anxiety producing. I am a very brittle, insulin dependent type 1 diabetic. I have been forced to go without my medication, received the wrong medication, etc.

Most recently I paid a past due balance of 50 prior to ordering my refills. Medco then not only charged my visa debit account for the 50 but over the next three days additionally charged for the medications (without my authorization) which I had not received. I never gave them authorization to use my debit for the refill's and I had called to verify that I was not on autocharge because my card info, which had been input only for the payment of the initial 50, kept autofilling and showing up in the web screens. I couldn't process an order without having the information in, the website won't allow me to take it out without putting another card in. Despite telling multiple phone reps I did not authorize them to debit my account and that they were causing me to be overdrawn and incurring overdraft fees they refused to reverse the unauthorized charges or to stop submitting more.

Carol of El Reno, OK May 14, 2009

They tried to call me that I needed to send my drivers license to get a needed prescription. I didn't get the message until Friday afternoon, so I called. By Monday, the prescription was mailed back to me delaying my prescription further. Even though I had faxed them my license and spoke to them on Friday. They repeatedly send me letters telling me I will pay more for my prescriptions if I don't use their pharmacy. If I get a prescription cheaper and or quicker, what right do they have to threaten me with higher costs?

Finally, they claim my doctor didn't fax my husband's prescriptions that I saw him fax. They called yesterday, on the nightime number, talked to my 14 year old daughter, and didn't leave a message. So, now, I had to contact my doctor to resend the prescriptions. They are unreliable. That's why I don't always use them. My husband is diabetic, and he needs his medicine without being threatened with higher prices. I am on disability for a nervous condition and cannot sleep, and when my medicine was delayed I went without sleep. I don't know a price for not sleeping for an extra week, but they are not a good trustworthy pharmacy.