Complain about a product or service

Medco Health Solutions

255 Phillipi Road, Columbus, OH

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.

Kimberly of Forney, TX May 6, 2009

On March 5, 2009, I went for my yearly physical. At the time, I was taking 20mg daily of Lexapro. After discussion, my doctor told me that I could begin to wean myself off, but she would go ahead and send a 3 month prescription to Medco in case I needed a refill. Shortly thereafter, I received the prescription from Medco. After applying postage, I returned the prescription. Medco now tells me that I must pay the 80 co-pay and they can either return the prescription to me or they can destroy it. Further, I was told that the doctor should have instructed them to hold the medication.

Patricia of Hoover, AL April 26, 2009

I have received 4 notices stating that I was sent a prescription on 1/13/2009 "when the patient was ineligible for coverage". The bill is for 289.94. I paid the applicable 65 charge before the RX was shipped via my credit card. I switched from BC/BS Fed Family coverage in 2008 to Single coverage in 2009. There was never a lapse in coverage as verified by BC/BS & OPM. I left messages on Shantel Mitchell's voice mail (Medco) but was never called back. I am sending letters to Medco & BC/BS to see if something can be done to clear this up.

Renee of Ponca City, OK April 16, 2009

Renee of Ponca City OK (04/16/09)
I started taking Lunesta (3 mgs) in April 2007. The cost at the retail pharmacy continued to go up each time I had it filled. Medco CALLED me to say that if I had it filled there it would be substantially cheaper so I allowed them to call my doctor. Note: THEY called my doctor. In December of 2008 I went online to refill the prescription. A day or so later, my doctor's office called to say that Medco HAD CALLED THEM, and told them that if I switched to a drug that was in the same class and just as effective I would have a zero co-pay. I talked to the nurse at my doctor's office and she said that my doctor usually leaves that up to patients so I said I would try it. Note again that Medco initiated this phone call. I noticed that this new drug wasn't as effective as the Lunesta but I figured since it was free I could live with it.

In March, I had it refilled. When I got it I noticed that instead of being small and oval shaped, these were round and larger. I also noticed that a different manufacturer was listed so I wasn't too concerned. After a couple of weeks I noticed that not only was I not sleeping very well, but ten or so minutes after taking it my heart was racing/having palpitations. I tried calling Medco to talk with a pharmacist but could never find an option for talking to one. Today, 4/16, I decided to stick with it until I talked to a pharmacist.

When I called, the first person asked what I wanted and I explained the situation and that I wanted to talk to a pharmacist because I thought I had received the wrong drug. I got put on hold and transferred tosomeone else, explained what was going on again, and got transferred again. By the fourth person I was getting very upset. This fourth person said that it was a matter of me not being able to take this other manufacturer's equivalent of this drug. No one had yet to ask me the name of the drug, nor the name of the 2 manufacturers. After much debate, he said that I would have to get my doctor to re-write the prescription for the generic name listing the first manufacturer because they contract with different manufacturers and it would be considered a brand-name drug. He said that the pharmacists could not contact my doctor.

When I mentioned that they (Medco) had initiated this whole thing and didn't seem to have a problem calling my doctor then, he said it was a different situation. I then asked to speak to a pharmacist and he said the pharmacist couldn't help me. I demanded to speak with a supervisor and was, yet again, put on hold. When the supervisor picked up, I had to go through the whole story again. She said that the pharmacists were not like pharmacists at neighborhood drug stores and weren't available to speak to patients except to do specific counseling. I pointed out that all of their marketing was geared towards how dealing with them is no different than dealing with a local pharmacy except for pricing. She then offered to refund me the cost of the refill. She did ask if I wanted to talk to a pharmacist then and I told her that I had spent over 45 minutes on the phone being transferred around and that I was late for a meeting. She gave me a number to call back and said it would be answered by a supervisor who could then connect me with a pharmacist.

Later in the day, I called the number and was, once again, put on hold for several minutes after having been quizzed by whomever this was as to why I wanted to talk to a pharmacist. A pharmacist did finally pick up and after about a minute into the call, I hit a dead zone and the call was dropped. I have decided that if I need to go back to my doctor for a new prescription I might was well go back to Lunesta and will probably have it filled at a local retail pharmacy. I MAY have it filled at Medco but plan to have my doctor indicate DAW on it. I still have no way of knowing what drug is really in the bottle. Also, regarding the no co-pay; it turns out that's only for the first filling of a generic drug.

I am experiencing heart palpitations. I was an hour late for work the day I stuck with trying to call. I am going to have to miss work to see my doctor to get a new prescription and will have to pay inflated retail (much more) for the original brand name.

Marianne of Cherry Hill, NJ April 12, 2009

Marianne of Cherry Hill NJ (04/12/09)
Made payment on February 13 for 33.00. Ordered more pills bill sent was for 58.00. Checked my account my check for 33 cleared. Called medco customer svc and person said I needed to send cancel check to payment center. Sent it on March 15th with my payment of 25. That check was cleared on March 17th and my account is still carrying balance of 33.00.

Called again talked to supervisor. Sent Ms M a copy of my canceled check on April 8th. Called Medco April 11th talked to another supervisor Mr Press P who seemed to be more helpful. Faxed a copy of my canceled check. He says he will get it to the proper hands on Monday April 13th. Hear is the deal I keep getting late notices and now I cannot order any Rx until I PAY my balance. The kicker is I read the back of the canceled check to customer svc and these two supervisors when the check was deposited and to what bank. I have always paid Medco on time.

I cannot order my meds until this is remedied. I have now sent three canceled checks to this company, and because of their negligence I am the one being penalized.

Sherry of Seaford, NY April 11, 2009

Sherry of Seaford NY (04/11/09)
I have changed my health insurance co and now get my dugs through Medco. I am having so much trouble with them. I have asthma and my doctor wrote a prescription for nexium which somehow makes me breath better. They will not give it to me they gave me different medications to chose from. Its almost like they dont care what your doctor wants from you they will switch it and give you something else.

The man says the FDA doesnt tell him what to do, and I say he is wrong. I am so afraid when my other medications are due what will they switch then? Can they do this? Can they tell your doctor what he should give you.? I am afraid to take strange medications. They always seem to have an effect on me.

Gayle of International Falls, MN April 7, 2009

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