I have NEVER had a seamless experience with ExpressScripts — and I have two children who require daily doses of controlled substances due to ADHD/ASD. Not once. Never. Doesn't matter the situation in the years I've been doing this as a parent — whether it's the script, processing, shipping, delivery, accountability, resolutions; nothing. The company has no idea how to effectively run a company of this magnitude — and unfortunately, it doesn't matter because families have no power. They must use this company because of their insurance [like myself], so their incompetence goes completely unchecked. I absolutely hate it.

Examples:
1. Lost medication for my son and ZERO protocols to rectify such as claims against the shipping company, or definitive ways to get me the medication in an efficient or expedited way due to their mess up.

2. No source of customer relation resolutions for the mistakes the company makes such as paying for a new bottle, paying for expedited processing or for overnight shipping. I had to pay out of pocket.

3. The level of repetition required to get an answer - multiple phone calls, loss or lack of information on account, repetition of information, waiting on hold to speak someone to verify and go through process again and again.

4. Hung up on by a representative.

5. Calling 6 times in 72 hours — and sitting on the phone for over 4 hours and still not having a resolution.

6. On four different phone calls — repeating to 4 different people the appropriate address the medication needed to go. Each one misspelled the different parts of the address. Why doesnt Express Scripts have a system that autogenerates when you type in the zip code or beginning of street?

7. Tone of customer representatives. Useless and incapable of helping.

8. NOTHING said to be completed by previous people was ever completed or noted —- which required me to continually call back and follow up on this company's incompetence—which then led to more waiting and incompetence because what was supposed to be accomplished wasn't. And when I checked online each time for this updated information, it was not there.

9. Certain Customer Representatives apparently have different accessibilities — so if I call with a question concerning my son's medication, I may or may not be able to have my question answered depending on the person who answers the phone. Consequently, I'm constantly transferred to different people.

10. It took me being on hold for MORE than 30 minutes for a supervisor to be available — and this was after speaking to someone for 10 min who didn't have access to any of my information. I still never accessed one because then I was transferred to a new representative who had me go through the entire process again.

It felt like a game, and I was the loser.