Reviews of Aetna Specialty Pharmacy (Pharmacy)

Deeptika Ayyapuraju

This is the worst pharmacy I have experienced. I did not receive my medicine after calling 5 to 6 times and waited for 2 weeks. It was an emergency and none of the pharmacy staff could process my medicine.

Angie Setliff

I wish that my company had went with a different insurance company! The "Aetna Specialty Pharmacy" is absolutely the WORST to deal with. I have been in need of an injection that I have been prescribed and it is NOW a 1.5 months OVERDUE! They do not communicate back with me and I have had my physician do EVERYTHING that has been asked from this damn place JUST to be told that they do not have everything that was required and the script has EXPIRED! FOR THE LOVE OF GOD!!!! They have mis communicated and misdirected me from the FIRST phone call I made to them! This is not a life or death medication, THANK GOD! But I do need it for pain and to stop the growth of a disease that could imminently lead to my death, none of what they are in the LEAST concerned about. I DO NOT recommend them AT ALL!

Douglas Kirk

Useless. We've had constant issues with their useless service. Forced to use them because we are with Aetna. This time: Extortion :would not send life extending medications until we paid a co-pay of $2,000 in excess of maximum out of pocket. Mendacious: said we would get our $2000 refund in 3 days. You've guessed it no sign of it. Apparently the only person that can refund us was on vacation. Amateur hour with pharmaceuticals. Truly worrying. I had to give them one start to post. no star is more accurate.

Sheridan Beckenbach

I just want to preface this review...I try to be very patient when it comes to insurance companies and doctors offices as I also work in healthcare (billing, specifically) and I understand why certain things don't run smoothly 24/7. I would give 0 stars if I could. I have had Aetna insurance for less than a year and it has been the worst experience with a specialty pharmacy that I have ever gone through. I take Humira injections bi-weekly and have since I was 17 years old. Every single time I need a refill, it seems like I have to jump through a million hoops to get my medicine and it is always late. Currently, I am going on 3 weeks without it. I have tried for the past 2 months to transfer my specialty prescription to a different pharmacy. The first few reps that I spoke with told me that I would be able to fill with a different pharmacy and I provided the new pharmacy information and the specific medications that I would need to have filled elsewhere. I made sure to clarify multiple times with each person that I want to fill my SPECIALTY medication somewhere else. Each time I was assured that it would not be a problem. Fast forward to me now without medication for almost a month and when I called my doctor's office today to check on the script, they told me that per Aetna they can't send it to my new pharmacy. I called and spoke with Aetna and they said that my plan is written to where I can only use Aetna's specialty pharmacy and I have been told that every time I have called. This is not true. I asked why they haven't sent me my prescription yet since I can't fill it somewhere else and was told that they put it on hold while it was under review and forgot to release the hold. This might not seem like a big deal, but with how frequently I need to refill this medication and I have to go through the same struggles like this every time, it is SO EXHAUSTING. This is the reason that my symptoms are never relieved - I am always behind on my medicine and it's not in my control! I am so glad that we are changing insurance at the first of the year. I am going to see if we can change earlier. They are horrible to work with from a provider standpoint, and even worse from a patient standpoint.

JJ YK

If only I could give a negative, not even a zero. I have dealt with many incompetent people and companies, but so far nothing tops Aetna specialty pharmacy. Their go to excuse for delays in everything is "we didn't receive any prior authorization." I know that's a bunch of garbage as my dr's office received the approval page from Aetna. I wish my employer went with another insurance company. I feel as if the customer service people are middle school drop outs that are only trained to press one or two buttons on their keyboards. Also, beware, it's YOU the patient that has to make the first phone call to see what the status is on your meds, otherwise you'll never get it because they NEVER call you...unlike other specialty pharmacy I had the pleasure of doing business with.

Tao J

Please avoid to deal with this company if you can! My experience was horrible. It definitely added a lot of stress to my life. I called this company to arrange the delivery, and I asked the rep three simple questions: 1. Please confirm the medicine name and quantity that my doctor prescribed; 2. How much does it cost; 3. How much my insurance will cover for it. She can't even figure out the question#1 in 30 mins. She kept repeating my questions and saying " I know", but she didn't understand anything! Her explanation was that she needed to check with the system. In the end, she said that she will call me back, of course she never did. Update: After many phone calls, I finally received my medication today (Friday 4:30 pm), it was a big surprise (or maybe it wasn't, remember whom I am dealing with!) They didn't put the medicine in a cooler, and it was exposed to sun and heat whole day & night with the UPS truck. It was so frustrating as I needed the medication immediately. I spoke to a pharmacist who told me that I can't use the medication, but they can't do anything until Monday. Their excuse is to get the MANAGEMENT approval ! Hey management, I hope you know how to manage your company and people. I am not confident that they store their medications properly in their warehouse. What a disaster!

Monica Smith

So many negative reviews! My husband and I have had nothing but great experiences with Aetna! (Including their specialty pharmacy) Everyone I've been on the phone with has been able to answer my questions or get our prescription ordered within a 5 or 10 minute phone call. I've only heard from wonderful people that are so patient with me while I try to explain our situation or while I simply look for a pen! Haha. We have only ever had a delay with receiving a prescription once because of a problem with a doctor's order, but it got solved quickly and we received our package just a few days later! We just pay attention to when our refill is available and order as early as possible just in case there are any delays. My husband has never run out of his medications doing it this way. No complaints from our household!

Monica Milligan

The pharmacy reps (or whatever their title) are idiots. One told me that the medication in question was a controlled substance (it was NOT) so that was why they couldn't fill it (NOT the reason...they simply didn't carry it). On top of giving me bad information and not helping me figure out where I could get it if it wasn't from them, she was so rude (to ME, a PATIENT, who is already stressed out and worried). Another time, I was told that medication A was the same thing as medication B so they were going to just send me B because I still had a refill of B. The 2 formulations of the medication were in fact NOT the same. The one I needed was a compounded medication and the dosages were completely different. When you call, the menu says Press # if you're this type of patient. What is the point of this if you never speak with anyone who is familiar with the medications for those types of patients?? I have no choice but to use them, but if I did I would never. The amount of misinformation they give patients is shameful and unacceptable. Most patients are lay people and count on the pharmacy to be the expert.

Sam King

I find the idea of a “pharmacy” being closed over the weekend quite hilarious. I was forced to use Aetna Specialty Pharmacy by Aetna, and their customer service only reflects these mandates. Nearly every experience with them is a challenge. Overall—BOOOOOOO!

Nicole Camacho

Feels like they don't care unless I had a extremely sever case or cancer. Everyone has their own health issues and still should be cared for no matter how severe or not.

Jose Cintron

Bad, bad, bad business. It is a health insurance co. trying to be a pharmacy (ha,ha, ha). I called for my kidney transplant medication on Thursday to be delivery on Friday. It never happen. I cancel our weekend plans out of town. We started a lot of calls to multiples venues. Skip one and a half day of my anti rejections pills and I was able to get some by Sunday afternoon at my expenses in CVS, since, Aetna already charged me for it and no other prescription. Bad business. Stay away if possible.

Michael Orr

I'm not one to generally write reviews, however today I had to look up the AETNA specialty pharmacy number online and could not help but to notice some scathing reviews by others. While I have had less than great service from my AETNA plan in other areas, I must say that every one of my calls to the specialty pharmacy, including today's call, have been nothing less than top notch. The representatives are always kind and helpful. I do find that my normal demeanor is one of an upbeat and courteous manner and since I call in to have my Humira refilled, I'd have to add grateful into the mix. My medication is always filled without incident, it arrives next day express and is always packaged well enough to be air dropped. Yes, the packaging is professional and provides first class protection for my medication which must be kept refrigerated. My only complaint or frustration is going through the annoying computerized greeting system when they answer the call. As a member, I do expect a far less tedious push this button, push that button, just to get connected to the actual pharmacy. There should be a separate line for doctors, patience and whatever the Coventry member thing is all about. Existing customers should be the absolute first priority and we should be able to bypass the long ordeal currently in place just to reach the pharmacy. Other than this annoyance, I am very pleased with the 5-star service provided to me, each and every time that I have ordered my medication. It's been every 2 weeks for this entire year. Thank you all who have provided such kind and thoughtful service. Michael O. Duvall, WA

Tao Jing

I try to understand why some medication prices from Aetna Specialty Pharmacy are 3 times more expensive than other pharmacies.

Donna Dougherty-Phillip

AWESOME PLACE TO WORK

Lora Hansen

You talk to someone to finalize the details of your specialty medication, and the nurse does that also. You go to the doctors office expecting to be treated because the last you heard the medicine was being sent. You get to the office for your appointment and noone from the pharmacy has any record of anything they did yesterday. Not professional! They knew the address to ship the medication too, they knew the doctor. They told me the co-pay was $50. I gave them the co-pay assistance card. They took the information. Today whoever I talked to had no record of the conversation. This week or the week before.

Sinan Mutlu

endless phone conversation even for the 3rd time refill

Ryan Christiansen

Every 60 days I have to arrange to have my medication shipped and every time it's a mess. It's as if it is the first time they are doing something, every time. They leave messages that I can't understand so I have to call them and sort it out. Their way of doing things is a convoluted mess and their website/apps are atrocious. Unfortunately I don't really have a choice in what pharmacy I use because they are also my insurance company.

Hashem Sadeghiyeh

I had to receive Humira from Aetna Specialty Pharmacy 1-2 years ago when they changed their policy. Previously I had been able to get it easily everywhere each month. I'm supposed to inject it every other week for my whole life in order to reduce the chance of a relapse. Making calls to them in the middle of illness was one of my worst experiences ever. After one -hour call, the agent assured me that t would be delivered in one week. It didn't happen. Called them again, somebody got all of my information from scratch again. Then she told me the package would be delivered in 7-10 days. It didn't happen. Called them again, somebody checked all the data and told me everything seemed okay and she didn't know why the shipping never started. She assured me this time it would be delivered in 5 days for sure. It didn't happen. A regular call in English is already hard for me and I prefer emails and chats. Adding my illness at the time and waiting and longitude of their calls, making another call to Aetna Specialty became extremely hard for me at the time. I didn't call them and it resulted in me stopping injecting a super necessary medication for my health for 1.5 year, until I became sick again recently and had to reach to doctor and starting Humira again. It seems the same story is happening now. They told me that somebody calls me, they didn't. I did. An agent got my information and told me that after transferring my prescription, somebody would call me about the delivery. They didn't call. I called them. Somebody got all of my information and told me that it would be delivered by Tuesday (yesterday). It didn't happen. Now, I'm going to call them again. Wish me luck!

Gabby Ford

This is a business NOT opened for the public

Ann Welker

Here we go again, another month, another battle with the Aetna Speciality Pharmacy half-wits! It is so incredibly stressful to try to get my refill medication (their online refill system never has worked). Their representatives appear to have, at best, a third grade education. They sound bored, are discourteous and obviously don't know a thing. I worry that they may not handle my temperature sensitive med properly in their warehouse. I miss my previous pharmacy, Senderra, who called me monthly and were consistently knowledgeable and professional. Get your act together Aetna or you will surely have a class action lawsuit on your hands one of these days!

Marc Harris

I orderred medication May 16th for overnite shipment to arrive May 29th. Order was confirmed by Kierra at ASP. When it didn't arrive, I called Aetna Specialty Pharmacy & after 10 minutes of prompts, finally spoke to a human....I was told not shipped. No reason for nonshipment, no call me to about not shipping. Rep said would go out today. Gee..wonder why Aetna Specialty Pharmacy only has two stars on Google. And, this was my first order that was to be shipped to me...Aetna is "0"for one.

Annie Levis

They don’t even deserve a star.

Bryan Goldstein

Aetna recently updated their website and I was given a prompt to call and sign up as if all of my account info was erased. Their phone systems are nearly impossible to deal with, and when you get a representative on the phone they aren't able to help with anything. Update: This time I was able to get help in time, but it took ~10 phone calls and three messages to my doctor. Still, enough to bump my review to

Jenn Marmolejo

The worst. If I could select zero stars I would. I have sadly been a patient of this pharmacy for almost 2 years and nearly every refill (of the same single medication) has been horrifically screwed up. The representatives are very unprofessional and love being sarcastic and unhelpful. Numerous times I have encountered representatives who lacked a basic understanding of how to use their telephones. It seems no one in this chaotic call center knows how to use the proper "hold" function on their phone, and transfers often lead to dead air or a hang up. Representatives have told me information that was later determined to be an outright lie, but when this is reported to management nothing is done. Management also has the same lack of professionalism as the representatives do, so it does not honestly shock me that complaints always fall on deaf ears with this pharmacy. Take my advice, DO NOT do business with this joke of a pharmacy. I only tolerated them because I was forced to use them due to my insurance plan. However, I am happy to say that we are changing our insurance plan soon so I wont have to tolerate this pharmacy for much longer. Thank goodness! Aetna in general is terrible, but their specialty pharmacy is especially terrible and isn't worth your precious time if you can avoid it.

Ronald Raposo

Don't buy there life insurance policies your family wont get paid watch the hidden clauses

Cindi Hendrickson

Read about how they don’t have competent people doing the reviews. Forbes Magazine February 27, 2019.

Tom Harman

aetna "moved" my Rx from my local pharmacy to their specialty pharmacy without any notification to me. I found out after calling on the status of the Rx from my local store. When I called the aetna specialty pharmacy they said they had not yet received the Rx from my doctor and that could take from 48 to 72 hours to show up in their system and then the Rx would be processed and mailed. I called my doctor's office who said they sent the Rx in electronically. Then I called aetna directly... So, several hours of my day gone and the Rx is back locally for "this monthly only" and the Rx will be filled by tomorrow. Then I get to start the phone calls for next month.

Natalie Dalessandro

I've been ordering my specialty medications for 5 years, the same way, same delivery method Ordered the other day. My delivery was changed to a time no one would be home. Thanks!!! hope nothing happens to my medication.Kristen took my order and didn't confirm my delivery preference, talked way too fast, rushed me off the phone. Aetna makes it very difficult for me to get what I need. Sorry I have a medical condition that requires speciality medicine from "your" pharmacy.

the Mike

Every month I have to make the dreaded phone call to these half wits to get a prescription refilled. It gets renewed every six months, just send the freaking package. No, they can't do that. I have to listen to a ten minute speech and get talked down to because no one will be here at the most inconvenient time of day to sign for a package the size of a picknick basket with just two little injection pens. I also had to get off their call list. Phone numbers from all over the United States spamming my phone several times a day for weeks on end telling me it's time to refill my prescription. Then, at the very end of this draining experience they want me to talk with their nurse about any questions I have. My only question is why is Aetna pharmacy the number one worst place me and thousands of others have to deal with just to get a simple prescription? Seems fairly easy for the corner drug store that's been there for seventy years.

Tiffani McDaniel

If I could give this company a negative in stars I would! The only reason why I gave them one star is because you can't post your review without choosing one! The service here is ridiculous. This is the second time that I had to get a TIME SENISTIVE prescription filled and had nothing but problems not to mention had to make SEVERAL calls to them when they were supposed to be the ones calling ME. My Dr. faxed the prescription over on Tuesday 1/8/19….I never heard from them. I called on a Thursday and the person was like "oh we got the fax. They are worked within 24-48 hours and someone will call you back." Here it is MONDAY 1/14/19 of the next week and STILL NO CALL. I had to call them...AGAIN. Finally talked to someone and she said they have the prescription had to verify some insurance things and call me back. What else could you possibly need to verifiy? Here we are almost 5pm and still no call. It is ridiculous and insensitive. Good thing I am not on my deathbed otherwise I would be gone waiting for a call back from these folks about my meds! SMH! I will not be using them ever again.

Wilma Dub

Seriously, all of our bad experiences are the exact same. It is a giant conflict of interest when the insurance company requires you to use their own pharmacy. They are clearly putting obstacles in the way of getting needed medications to patients. Not only that, but I am a teacher and they are not open on the weekends. It is incredibly difficult to even get a hold of them to have the obnoxious and unnecessary phone conversation. Once I do, they tell me about how they need another approval or some nonsense like that. I suggest we organize and create a class action lawsuit. Maybe that will get their attention!

2anglophiles .

What a joke this place is! I spent an enormous amount of time last month trying to get an authorization renewed for a drug I've been on for 19 years. I probably spoke to 5 or 6 people and didn't get the same answer twice. They put me and my neurologist through quite the ordeal and I still didn't get anywhere. When I screwed up the courage to try to call again today (a month later), I learned that no authorization can be renewed until 1 mo. prior to the old authorization's expiration. If only someone knew that last month and could have shared that critical piece of news rather than waste my time and that of my doctor's office staff. The Aetna phone reps are typically pitifully ignorant and read from scripts. I'm confident CVS will regret their purchase (if they haven't already). I'm forced to use them, but they can't stop me sharing my ordeal to serve as a warning to others. RUN AWAY FROM THIS VERY POOR PHARMACY!

Natalia Pereira

Recently, they only refilled 30 days of my 90 day prescription. They admitted it was their fault, but having to call back 3 times to make sure my next prescription was correct was a nightmare. Some of the guys who work there are so rude and disrespectful. The worst part was they managed to refill one of my non specialty medication in their system. So when I went to my local pharmacy to refill it, they weren't able to give it to me. I have no meds now cause Aetna Speciality pharmacy figured out a way to refill a prescription that they don't even have at their site. Looking forward to that call on Monday.

Janea Harris

Literally the worst experience ever. My job switched insurances and I was left with Aetna Specialty Pharmacy at the beginning of 2018. Everyone I talked to told me something different. No one ever contacted me to refill any of my prescriptions and they always said they faxed a refill request to my doctors office but my doctors office never received it. I had to go through hoops and loops just to get my injections. It was just ridiculous. With the Boriva Pharmacy I didn’t have these issues. They called me right before my refill was due each and every month and it was smooth sailing. However with Aetna, when my refill always expires, they need prior authorization every damn month and they never contact me! I’m always calling them. Just a waste of time and energy. I’ll need my injections by a certain date but I’ve spent a whole week going back and forth with them and when it comes to delivery after all of that they can’t even expedite my shipment. I am so happy and thrilled to say this is my last refill and I don’t have to deal them anymore. THANK YOU!

Benjamin

Now that I have to use specialty pharmacy because of a new job, I dread these horrible phone calls to America's worst pharmacy available. Sometimes, I wonder if it'd be worth it to just skip the phone call and spare myself the inevitable anger it induces but then I'm always reminded of how necessary my medication is so I'm forced to make the monthly call to them anyways.

Christopher Bateman

Consistently fails to ship medication when first ordered due to to any number of easily resolved excuses, but then doesn't call the patient to let them know there was an issue. Must be constantly monitored to ensure they follow through. Obviously only exists because Aetna requires patients to use them, as nothing else explains their utter apathy towards patients/customers. I'm surprised they haven't managed to get people killed or seriously harm anyone with their failure to ship medication or follow through with any kind of escalation process when the very simple prescribe, fulfill, ship process frequently breaks down.

JD Ishmael

Medicine always on time and personnel are always courteous