Accredo Health Group, Inc.

Review: My father-in-law has [redacted]. He has been prescribed [redacted] (an [redacted]) that he takes once a month. I usually call to schedule his refill around the [redacted] of every month so he has it to take by the [redacted] of the next month. I have been calling since Sept. **, 2103 to refill his prescription and have been given the run-around. Each person I get transferred to gives me a different excuse for why I haven't gotten the medicine yet, and they each tell me that it is all set to deliver. I have scheduled 7 deliveries for this month's medicine and it is Oct **, 2013 and I STILL have NOT received it yet. I was dealing with a supervisor to try and get to the bottom of this issue, but she has even been ignoring my phone calls and not calling me back. I have been GUARANTEED this delivery 3 times now. THIS PLACE IS A JOKE!!!!Desired Settlement: I WANT THE MEDICINE!!!

Review: I am writing you to express my concerns about the care, or lack thereof, received while attempting to fill my specialty medication with your company [which still is not resolved as I write you]. I am a new patient with your pharmacy and my employer [Allstate / Esurance ] has elected to use your company to handle our prescription drug benefits. I have now been attempting to get this prescription filed for a period greater than 15 days and as previously noted, this is a specialty drug so taking this medication as prescribed by my physician is NOT an option. Unfortunately because of these long and unnecessary delays I am now out of medication and have been unable to even get them from a local pharmacy because your company has refused to allow me to fill them at a local retail branch. I have been under my doctors care now for more than 4 years and have no problems with my medication or my bodies reaction to the medication. Let this letter serve as my official notice to all of your companies that if I suffer any ill effects as a direct result of not having my medication because your company withheld it I will most certainly hold your companies responsible [individually and collectively].

I began this process around December [redacted]by calling Medco who advised me that my prescription must be filled by Accredo because it was a specialty drug. I was transferred to Accredo who told me that they didn't have anything on file for me and would need to create a profile. The Accredo representative advised me that I needed to call my doctor and have them forward a Rx to them for begin a new order, which I did the following day. I confirmed that my doctors office completed this required the following day. I followed up with Accredo each and everyday regarding this Rx, each time I was told that they didn't have it. Around my [redacted]call or so I was told that I needed to speak with Curascript who was handling the new prescription [how they got involved, I haven't a clue], I was transferred to Curascript who advised me that they didn't have anything on file for me since before the end of 2011 [I have used them in times past with another company]and was told that I needed to start the process all over again with them, which I did. I called Medco who transferred me to Accredo and spoke with a very nice gentleman who was calm and committed himself to attempted to help me [which is a vast contrast from the rude and nasty people that I spoke with before]. He looked in an another platform and advised that he could see my Rx and that they received it on the ** but he couldn't fill it because he didn't have my profile in the Accredo system. He referred me to his supervisor for assistance. I spoke with the supervisor [redacted](spelling may be wrong) who was also helpful in assisting me. She placed me on hold while she spoke with the pharmacy and then returned to the line requesting to call me back because the hold may be long, I agreed. She called back less than an hour later and advised that she was able to get the prescription filled and she would transfer me to another supervisor (with Medco/Expresscripts) to get the order completed. She placed me on hold and then [redacted] at extension [redacted]answered the line. She adv that the order was already placed and was scheduled to be mailed out to me the next day, to me that was great news. I asked her to confirm the address and she advised that it was being sent to [redacted]. This is my mailing address, however, I inquired how she was mailing my medicine overnight via UPS to a P O Box (according to UPS they don't deliver to post office boxes). She advised that it wasn't a specialty medicine and therefore was being mailed via regular USPS to the P O Box. I advised that the medication was indeed a specialty drug She then advised that it would be coming UPS. I asked if she could change the address so that I would get it, she reviewed the file and stated that she could not because it was too far along. How is this possible considering that the medication just got filled before I was transferred to her?? She advised that I would need to cancel the order, change the address and have the order refilled. I asked to speak with a [redacted], she advised that there was no one available. I agreed to her request to cancel and refill because I had not choice. She gave me her number, [redacted] and told me that she would call me the following day. When I didn't hear from her by noon I called and I called and I called and couldn't get her to answer her phone. I finally, called Medco again and spoke with a representative who was incredibly rude, I then requested a supervisor. I spoke with a supervisor and I told her my concerns and asked if she could help me, she advised that she couldn't that I would need to speak with Accredo. I advised that I spoke with [redacted] x [redacted]just the previous day who was cancelling and refilling an Rx because of an incorrect mailing address. She reviewed the notes and confirmed the same but stated that she couldn't help me. I asked is [redacted] worked for Medco or Accredo and she advised that she worked for Medco. I then asked why could [redacted] seemingly help me but she couldn't, she stated that she doesn't even know how [redacted] got involved. I asked if she could transfer me to a supervisor with Accredo and tell them my concerns so that I wouldn't have to tell this story again. Needless to say this didn't happen, she did transfer me to Accredo but did a blind transfer vs. a warm transfer so I again had to tell this story all over again. I spoke with a supervisor by the name of [redacted] ([redacted]) who advised me that he would try to rush this order but it would take another 24-48 hours. It should also be noted that [redacted] saw where the order had been cancelled, however, he did not see where the order had been replaced neither did he see that the address had ever been changed in the system. I requested that he completely remove the post offer box address and replace it with the physical address.

As you can see this has been a horrible experience. I have been refused medication by way of your mail order pharmacy and your company has refused to allow me to fill this medication at a local pharmacy. The medication without insurance is over $2,000 for a single months supply, so I couldn't afford it without insurance. I have spoken many of your employees between Medco, Express Scripts, Accredo and Curascript and less than a hand full of them even sounded as though they remotely cared about my experience. As of today, December [redacted], 2013, I still don't have any medication and I am unable to get any samples because they don't appear to make them. All I want is to get the benefits that I have paid for without having to endure such poor customer service, lack of overall concern and getting sick. Again, this letter will serve as my official notice that if I suffer ANY ill effects as a direct result of being refused medication by your company I will most certainly hold your companies responsible/liable. I will also make sure that I tell our benefits coordinator with Allstate/Esurance about this ordeal and pray that they seriously consider ending their relationship with your company at the time of renewal. I have, of course, already told and spoken with co-workers about this experience and not surprisingly I have found people who have the same experiences with you company. One of which has epilepsy and they had to deal with this for a period greater than 30-days. I, on the other hand, will not tolerate 30 days to pass before I take legal steps to protect my health.

Thank you for your immediate attention and response to this matter.Desired Settlement: I want my medication

Consumer

Response:

At this time, I have not been contacted by Accredo Health Group, Inc. regarding complaint ID [redacted]. Although, I was able to fill my order at a local pharmacy instead.

Sincerely,