Medco is an innovative mail-order pharmaceutical company that has received high praise from industry insiders in recent years. This dynamic company has spent the past five years as the top provider of mail-order pharmaceuticals based on customer satisfaction surveys published by independent group Wilson Health Information. As one of the biggest prescription drug benefit companies in the United States, Medco is expanding beyond its mail-order roots.
The core of Medco’s business remains in mail-order services provided with incredible efficiency. The company spent 2004 sending out a record 88 million prescriptions by mail to Americans with a 99.9997% efficiency rating. Medco by Mail remains the leader in mail-order pharmaceutical services due to the high costs associated with traditional pharmacies.
Medco has moved beyond its mail-order services to provide access to prescription drug discounts at www.medco.com. This website expedites the purchasing process for millions of consumers through the use of secure online forms. The independent consumer rights group Customer Respect Group has rated Medco’s website as one of the top 10 best protected websites on the Web in the past two years. A combination of secure purchases and low prices has made www.medco.com a popular destination.
Customers that want immediate access to prescription drug discounts can utilize Medco’s Medicare discount drug card. This program has provided invaluable prescription drugs to nearly a million older consumers at nearly 60,000 local and national chain pharmacies in the United States. The reason why Medco is able to help out millions of customers each year is the high volume of pharmaceuticals purchased through the company. The increased negotiating power of Medco means better prices for every customer.
Customer service is an important aspect of Medco’s rise into a dominant force in the prescription drug industry. A pharmacist is available around the clock every day of the week to answer questions about the interaction of multiple prescriptions. Customer representatives are also available 24 hours a day and 7 days a week to help deal with order and payment issues. The most important service provided by Medco to its customers is the automated health and safety review offered by phone. Every customer that fills out the company’s Health Assessment Questionnaire gains access to a review of their prescriptions by one of 2,200 certified physicians. These physicians will contact a customer’s pharmacy and doctor as a warning against potential conflicts with prescribed drugs.
So Many Errors!
Worst customer service I have ever encountered! They haven't filled a prescription right yet and have cost me hundreds of dollars in their errors and won't reimburse me.
I came home to find a UPS Signature Required form on my door. All meds are to be sent to the office, not our home, because we gave up on getting them at home because of the signature requirement. I call, navigate the voice mail system, and am hung up on. Finally I end up speaking to a rep, who informs me that not only has the medication been sent to the wrong address, one of them has not been sent at all. He tells me that a call was made to cancel the Rx on the 28th. I say that we received no notice of the cancellation, and ask the name of the person who cancelled the Rx. Turns out the pharmacist cancelled the Rx because he didn't know if it was to be filled as capsules or tablets. Apparently it is not possible either to look at how it was filled last time, or to call the doctor for clarification. Another pharmacist agreed to look at the Rx again, but without making any commitment to fill it. Moreover, even if the decision is made to fill the Rx, it will be sent to the incorrect address.
Poor Prescription Delivery
They have an awful excuse of a mail-order prescription service. There have been numerous times when I've placed orders with them and then been told my orders would ship, only after anxiously waiting for them to arrive be told that my doctor needed to give authorization. My doctor wrote the prescription already and they are telling me my doctor needs to call them by phone and explain to them why I need the prescription.
I am on an eye medication for the rest of my life unless I would like to get blind. This means I need eye drops every night. A bottle lasts for about a month. My eye doctor has been writing prescriptions every 6 month even though she has been specified 12 refills as needed. Somehow they all disappear at Medco.
Terrible Prescription Insurance
Pretty much every important script I needed filled for my kids or my spouse was NOT covered. They push mail order scripts for cost, so you're forced to wait for your meds.
I am currently paying $1,600+ each week out-of-pocket for medication that I must have to survive . I am completely disabled due to an autoimmune disease and a neurological disorder. I use medication that requires an 'exemption' to be covered. Medco hasn't even made a judgement on my case for over 1 month. They keep claiming they have not received a fax from my doctor's office.
They approve the drugs which they can sell and make a profit from and disallow the drugs that are actually prescribed by my physician.