Complain about a product or service

Medco Health Solutions

255 Phillipi Road, Columbus, OH

Dee of Bayfield CO (10/03/08)
I received a refill of two prescriptions around 9/15/08. I didn't open them and immediately called Medco asking who authorized the sending of the medicine. The person I spoke to said Medco received a faxed refill request from my physician. I told him he must be mistaken because I had just seen my physician on September 11th. At that time I told my physician I was going to discontinue the prescribed medicines. I still had about a month's supply of both medicines so there was no need for a refill.

I told the rep at Medco I would return the medicine but he told me Medco would not accept a return. I asked him for a copy of the faxed request from my physician. That's when he put me on hold. I was on the phone for one-half hour and finally hung up after being on hold for at least 5 minutes and I finally gave up and hung up. I never did receive a copy of the fax.

I called my physician the same day. They said the only faxed authorization they sent Medco was for my original request for Medco to fill prescriptions back on 7/11/2008. They did not fax an authorization to Medco for a refill in September. I called Medco back a couple of days later. The person I spoke with was trying to help me, but again I was told that I could not return the medicine and that I had to pay the bill. That went on for about 1/2 hour.

Finally, I asked to speak to a supervisor. I told that person that if I wasnt credited for meds not authorized by my physician I was going to write to Chevron, the Better Business Bureau and any other agency I could identify and complain about Medco sending out meds without authorization. When I told her that, she agreed to credit me for the meds. I offered again to send the meds back but was told they could not accept them. It took me an hour's phone call to get them agree to crediting me.

Yesterday, 10/3/08, I received a voicemail from Medco asking me to call them. I called them the same day. The person I spoke with said that they were requesting I return the meds in order to give me credit for them. I told the person I spoke with that credit was supposed to have been issued to me over a week ago. She kept repeating that she only knew what was written on my record. She offered to send a postage free envelope in which to return the meds. I told them I would take care of returning them myself.

After having the meds now for almost three weeks, I'll return them at my expense tomorrow so that I can be done with Medco. Why do their customer service agents lie about information and why don't they just admit that Medco made a mistake? Why are they sending out unauthorized meds? Why do they say they wont accept meds back and then ask for the meds back? Why do they only issue credit after threats of contacting consumer protection agencies? I won't do business with Medco again. I am sending a letter to the Better Business Bureau and Chevron. Shame on Chevron for using Medco.

It seems to me that Medco is breaking some law in sending out drugs without authorization. They've asked for the meds back. Are they reselling them? How do they know they haven't been tampered with? I don't appreciate the aggravation and time I've spent trying to get resolution from Medco. I WILL NOT DO BUSINESS WITH THEM AGAIN.

Laura of Pleasant Grove, AL September 11, 2008

Laura of Pleasant Grove AL (09/11/08)
While I seem to recall a time or two of problems over the years, I am satisfied with the service, the politeness and information provided by the Medco reps. I have more trouble getting the renewed prescription from my doctors office and their getting it to Medco than I do with Medco at all (this is staff, not my doc who wrote the script). To the people who report they go without their meds, I find it unbelievable that they were not able to either get samples or an emergency script from their doc or go to their pharmacy and ask for a solution. In the few instances where I've found myself short, I've almost always been able to resolve the problem and avoid going without my meds. 

Richard of Grove City, OH September 9, 2008

Richard of Grove City OH (09/09/08)
I recently suffered a heart attack and was prescribed Plavix and Lipitor. Things were fine for 3 months and then MEDCO happened. They would not cover my much needed medications that are required to take daily. MEDCO called and assured me that by using there services. I would infact save money and have my meds every 90 days. NOPE, NIGHTMARE.

My doctor would fax them the RX for all of my needed meds, like Plavix, Lipitor, Beta blockers and others. Now my Doctor said IF I MISS 1 DOSE. It may KILL ME. Sure enough, MEDCO dropped the ball, again and again and again. I have spent several hours of the phone with MEDCO and my doctor trying to correct the error. MEDCO is the biggest joke I have ever had to deal with. Talk about STRESS, you call MEDCO and fix a problem and then you wait and call them a find out there is more problems and they never call you to letter you know.

This JOKE with MEDCO started 08/20/2008 the doctor have faxed them the RX 3 times and guess what? Still no medicine. Now they called me and said they are sending out a 28 day supply for now, but it is going to cost me 258.00 for those meds, which at my local Pharmacy would only cost me 140.00 So how am I saving money??? The very next day, I get a automated phone call from them saying there is a problem with 1 of the meds and they need to me contacted by the DR office. and it is for the lipitor. I have already contacted the DR office and was given all the samples he had. Which is not enough to cover until MEDCO MIGHT send me MY MEDS.

They politely offers to cover a another 7 day supply FREE OF CHARGE, JUST GO TO THE PHARMACY AND PICK IT UP........NOPE.... I had to pay for the meds and called MEDCO AGAIN and they said to mail they the receipt and they will reimburse me. I now have 1 day left of Plavix and they will not ship it out until 09/11/2008 I have called and demanded to speak with a supervisor SARA, She assured me she would take care of this personally and see that it gets the highest priority and be processed first......NOPE..... I am wondering what it is going to take? ME DYING TO GET THE MEDS???

Chance of dying from not having my medications, Stress, higher blood pressure, Anxiety, physical headaches, to the point were I just don't care what happens to me anymore.

Edward of Lawrenceville, NJ September 7, 2008

Edward of Lawrenceville NJ (09/07/08)
In February of this year, my doctor prescribed Levothroid(150 mcg, 90 days) but mispelled the name. I've been taking Levothroid for approximately 25 years in spite of repeated attempts of Medco and physicians to switch me to Synthroid. Medco filled the prescription with Synthroid as a generic substitution for the Levothroid.

I do not react to Synthroid the way I react to Levothroid so switching me to Synthroid causes me problems. My complaint, however, is that 90 days of Levothroid costs about 18 while the charge for generic is 25. The people at Medco explained that Synthroid was cheaper than any of the generic choices. After I pointed out that their charge for Levothroid is about 25% cheaper, they agreed to replace the Synthroid with Levothroid for me.

Based on the number of people I know who take thyroid hormone, it appears that collectively patients are being over charged a large amount by Medco using Synthroid and charging 25 instead of using the less expensive Levothroid with an 18 charge.

Edward of Lawrenceville, NJ September 7, 2008

Edward of Lawrenceville NJ (09/07/08)
In February of this year, my doctor prescribed Levothroid(150 mcg, 90 days) but mispelled the name. I've been taking Levothroid for approximately 25 years in spite of repeated attempts of Medco and physicians to switch me to Synthroid. Medco filled the prescription with Synthroid as a generic substitution for the Levothroid.

I do not react to Synthroid the way I react to Levothroid so switching me to Synthroid causes me problems. My complaint, however, is that 90 days of Levothroid costs about 18 while the charge for generic is 25. The people at Medco explained that Synthroid was cheaper than any of the generic choices. After I pointed out that their charge for Levothroid is about 25% cheaper, they agreed to replace the Synthroid with Levothroid for me.

Based on the number of people I know who take thyroid hormone, it appears that collectively patients are being over charged a large amount by Medco using Synthroid and charging 25 instead of using the less expensive Levothroid with an 18 charge.

Christine of Flint, MI August 25, 2008

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