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Business Profile

Health and Wellness

Express Scripts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

This business has 2 alerts

Important information

  • Customer Complaint:
    Better Business Bureau has received a pattern of complaints against Express Scripts.  Complainants allege billing issues, difficulty obtaining a prescription, and poor communication with the company.  

Complaints

This profile includes complaints for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,529 total complaints in the last 3 years.
    • 602 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint against Express Scripts is related to a billing error they made in my account related to a January 2024 invoice.On March 17, 2025, I received a text message from ************************ (***) stating that Express Scripts sent $250 to collection for a January 2024 invoice.I immediately called Express Scripts. I was put on hold three times and the calls were disconnected. The third call I was disconnected after I was on hold for an hour. Fourth call: a person in billing said the invoice was in my husbands name. He has never had an account with ********************** or Accredo. She asked: Why didnt you just pay the bills we sent? Let's make this clear: EXPRESS SCRIPTS DID NOT SEND ANY BILLS FOR THE INVOICE. Lets also be clear that they had the correct address with my husbands name. I asked why my online account currently showed a zero balance and why it also showed a zero balance when I filled my final prescription with Express Scripts in June 2024. The billing person said they zero out an account when it goes to collection. I asked why my online account showed the invoice as paid in full, but I received no ************** January 2024 there was a disruption with my co-pay assistance, so it is possible I owe the amount. However, I received statements every month until my final refill with Express Scripts in June 2024 that showed zero due. Several times when I refilled my prescription I asked if there was any balance on my account: I was told no. After four phone calls and 2 hours and 38 minutes on the phone I paid $250 with a credit card. I requested a receipt that I immediately sent to ****I called NRA on 4/11/2025, and they acknowledged they received the receipt and were awaiting a response from Express Scripts.I have acted promptly to resolve this issue. Now nearly one month has passed since *** first notified me. Express Scripts, its time for you to resolve this issue with ***. You caused this error, and you need to correct it.

      Business Response

      Date: 04/22/2025


      April 22, 2025




      Better Business Bureau Serving **************** and *****************
      ************************************************************************************************; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ***** *****


      Dear ********************** is to advise you that ***** Smiths concern has been resolved.  We contacted **** *****,discussed her concerns, and this matter is considered closed.  

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

      Customer Answer

      Date: 04/25/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Express Scripts has confirmed that I have a zero balance.
       
      Sincerely,

      ***** *****

    • Initial Complaint

      Date:04/07/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Not receiving long acting insulin, am a Type 1 Diabetic *** must have long and short acting insulin. Have received 6 emails from Express Scripts stating needing more information from Doctor. Contacted Doctor 5 times to clarify orders. Was told by Express Scripts 4/1 that medication was in stock and they would ship when dosage was confirmed by ******* *** did this 4/1/25. Received email today, 4/5/25 that order not processed due to more info from Doctor and they had tried to contacty him. This has been in a span of less than 6 weeks. I don't know what else to do, I'm frustrated and helpless at this point and my Doctor has done everything they have asked. Can someone please help.

      Business Response

      Date: 04/10/2025



      April 10, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ******** ******


      Dear ********************** is to advise you that ******** Tuckers concern has been resolved.  We contacted **** ******,discussed her concerns and this matter is considered closed.  

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

      Customer Answer

      Date: 04/11/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ******** ******

    • Initial Complaint

      Date:04/05/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This pharmacy has been delaying my medication, even when I call it in as early as they allow me to. I called in a refill on March 24th and my last day until I would run out would be March 31st. I didn't receive my medicine until late in the day on April 3rd, leaving me completely without for about 3 days. I called March 28th and March 30th expressing my concerns and if they could escalate the order. I called again twice on Monday and was assured it was shipping out "1 day shipping". I received so many contradictory reasons for the delay and nobody seemed to know what was going on, nor did they seem to care. I need this medicine and they have been running me out on several occasions. This is unacceptable to me.

      Customer Answer

      Date: 04/07/2025

      Yes, I did get the medication on April 3rd, but they ran me out of medication for 3 days

      Business Response

      Date: 04/17/2025



      April 17, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ***** *********


      Dear ********************** is to advise you that ***** Kensingers concern has been resolved.  We contacted **** *********,discussed her concerns and this matter is considered closed.  

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

      Customer Answer

      Date: 04/18/2025

      Complaint: 23165125

      I have reviewed the business' response and am rejecting it because:



      Sincerely,

      ***** *********

      Customer Answer

      Date: 04/18/2025

      I am rejecting this because the business has not done anything to correct this ongoing problem. I felt the call was only to express "they are doing all they can", yet apparently they just can't be consistent about getting my medication to me on a timely manner and running me out for days at a time.

      Business Response

      Date: 04/24/2025



      April 24, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ***** *********


      Dear ********************** is to advise you that ***** Kensingers concern has been resolved. 

      We contacted Mrs. ********* and discussed her concerns.  We attempted a second outreach to confirm information previously discussed, but we had to leave a message.  ********************* contact our office, we will be more than happy to discuss further.

      At this time, this matter is considered closed.  

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      After receiving specialist documentation, medical professional documentation and following every step the medication has been denied by bureaucrats. Attempts to communicate directly with Express Scripts is exceedingly difficult. Three times we have tried using their phone number only to be on hold one hour and forty-five minutes, second was two hours and eleven minutes and the third was one hour and thirty-seven minutes before Express-Scripts disconnected the calls. We are not the only ones with this complaint. This is totally unacceptable.

      Business Response

      Date: 04/14/2025


      April 14, 2025




      Better Business Bureau Serving **************** and *****************
      ************************************************************************************************; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ****** *******


      Dear *********************** you for bringing this matter to our attention. We have been in contact with Mrs. ******* and will continue to do so through completion.

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

    • Initial Complaint

      Date:04/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3/24/2025, my doctor submitted a new prescription for ******* for a monthly dose. There is a prior authorization on file, ******** - however, the plan limitation is exceeded. this is according to Express Scripts representative.I have called my doctor's office for them to contact Express scripts and request an exception to the denial for the quantity above the plan limit. My doctor waited on the line for over 30 minutes and then was cut off. The nurse at my doctor's office said she faxed a request to Express scripts since she could not get a person or pharmacist on the line.I have been without my medication for 3 months due to the denial by Express Scripts. I have Chrons Disease and it is critical to my health that I recieve the medication.

      Business Response

      Date: 04/14/2025



      April 14, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ****** ****


      Dear ********************** is to advise you that ****** Bells concern has been resolved.  We contacted *** ****,discussed his concerns and this matter is considered closed.  

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

    • Initial Complaint

      Date:04/01/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Express Scripts has threatened to drop my insurance by phone call and letter for not using them or a preferred pharmacy to fill my families prescriptions on my insurance, and will over ride the doctors direct order for a specific variant of a prescription due to health concerns. They will send a variant of medication that is a health hazard to my fmaily member and will refuse to fill the doctors direct prescription without an appeal, and they will fight the appeal. Furthermore, to run my prescription through them or preferred pharmacy is more expensive that using our own desired pharmacy who does not mess the medication up.

      Business Response

      Date: 04/14/2025

       

      April 14, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ***** ********


      Dear ********************** is to advise you that ***** Wellborns concern has been addressed. 

      We have been in contact with Mr. ******** and will remain in contact through completion. 

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence


    • Initial Complaint

      Date:04/01/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My daughter was diagnosed with Plaque Psoriasis in 2022 and needs ********, a very expensive medication. Her insurance requires us to use Accredo Specialty Pharmacy not by choice. Our experience with them has been a nightmare. In 2023, we received outrageous invoices (over $7,000 for ********) despite having insurance and copay assistance. When I called, Accredo blamed our insurance. But both our insurer and copay provider confirmed Accredo hadnt even submitted claims. After months of disputes, the charges mysteriously disappeared from our account without explanation. In 2024, we got her script through ******** and had zero issues all year no billing problems, no delays. Sadly, due to changes in their program, we had to return to Accredo, and the problems immediately resumed. Every month theres a new excuse: incorrect invoices, false denials, and failed communication with our insurance and copay program. Most recently, March 27, 2025 @ 10:23am I spent 55 minutes on the phone with an Accredo rep ******** M.) and our insurance to resolve a payment issue. Even after they confirmed payment, my daughters delivery was still stopped, and she is now overdue for her medication. Accredos customer service is inconsistent, their billing practices are misleading, and their failure to communicate properly with insurers and assistance programs puts patients at serious risk. I fear my daughter may be stuck with them for life due to her chronic condition, and its heartbreaking to know so many other families are going through the same thing. This company should be investigated. No one with a serious medical condition should have to go through this every month just to get essential treatment. This is absolutely unacceptable.

      Business Response

      Date: 04/14/2025



      April 14, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ****** **********


      Dear ********************** is to advise you that ****** Burkhalters concern has been resolved. 

      We contacted Mrs. ********** and discussed her concerns; however,we attempted a second outreach to follow-up but have not been able to discuss this matter further.  ********************** have additional questions or desire any further explanation or information, we can be contacted directly at **************.

      At this time, this matter is considered closed.

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence


      Customer Answer

      Date: 04/15/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ********. At this time, the immediate issue has been resolved and my daughters prescription has been processed. However, I received no clear explanation from Accredo regarding the false invoice or why it took filing a BBB complaint to finally get the matter addressed. I also want to note that since submitting my complaint, the billed amount for my daughters prescription has significantly changed from over $7,400 to approximately $5,600 which further supports the concerns I originally raised about inconsistent and questionable billing practices.
      While I hope there are no further issues, based on past experiences, I cant say that with confidence. Its extremely disappointing that it required third-party involvement just to get a necessary medication properly fulfilled. I sincerely hope this marks a turning point in how Accredo handles our account going forward.
       
      Sincerely,

      ****** **********

    • Initial Complaint

      Date:03/26/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In mid December 2024 I contacted Express Scripts as I was not sure my refill of my ******* would make it to me before I left for a trip. I explained to the employee that I did not have enough for the trip and was concerned. I asked if I should just get a 30 day subscription from my provider who I was going to see the following Monday. The employee at Express Scripts told me that no big deal just get a 7 day supply and the insurance would cover it. I got the 7 day supply and the insurance denied the payment. I returned from my trip and still had not receive my 90 day supply. I called in and was told that since the medication did not reach me in time and I was using my 7 day supply that the supervisor noted my account and I would be reimbursed following submitting the form. I submitted the form and it was denied. I called the insurance who told me it had to come from express scripts. I was updated on 3/13/2025 that it was being processed. Today I got a denial letter. I called Express scripts and was told that it was still under review. I am not sure why I keep getting bad advise but 3 almost 4 months is a very long time for someone to go without the funds. I keep being asked to be patient that this process takes so many days.

      Business Response

      Date: 04/09/2025



      April 9, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ***********, *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ***** **********


      Dear ********************** is to advise you that Colby *********** concern has been addressed. 

      We have been in contact with Mr. ********** and will remain in contact through completion. 

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence


    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to refill a prescription to maintain diabetes. Express scripts kept saying they did not have the medicine in stock and to try and refill at an approved pharmacy. In trying to refill at a pharmacy I was told the medicine was not covered by insurance. In speaking to ES I was informed that I needed to enroll in a weight loss program in order for this to be covered. Even though this medicine has been FULLY covered each time I needed a refill due to a medically necessary status. I was never informed that I needed to enroll in this program to maintain my medication coverage. I am now 2 weeks without this medication. This is no way to treat a customer with a ********************** condition.

      Business Response

      Date: 04/09/2025



      April 9, 2025




      Better Business Bureau Serving **************** and *****************
      *******************************************************************************************************
      Attn:  Dispute Resolution Department


      Tracking ID:   ********
      Complainant:  ******* ***


      Dear ********************** is to advise you that ******* Days concern has been addressed. 

      We have been in contact with *** Day and will remain in contact through completion. 

      Sincerely,




      ***** ******-*****
      Senior Manager, Executive Correspondence

      Customer Answer

      Date: 04/11/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I understand the companys explanation of the issue. I believe this was a miscommunication, and I believe the company could have explained the process better. 
       
      Sincerely,

      ******* ***

    • Initial Complaint

      Date:03/26/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      For years I've had the same issue I have now. They with hold your med and say prior aurth you get that done then it's you're doctor wrote it wrong. And now 2 weeks later they're back to the prior aurth with was sent and document on my mychart! I feel bad for the other patients that suffer with this that impact our health and every day living.. then they all say no notes and you spend hours at a time on the phone.

      Business Response

      Date: 04/16/2025

      April 16, 2025




      Better Business Bureau Serving **************** and *****************
      ***************************
      ************ *******; 63102
      Attn:  Dispute Resolution Department


      Tracking ID:  ********
      Complainant:  ******* ******


      Dear ********************** is to advise you that ******* Murrays concern has been addressed.  We contacted Mr. ******* discussed his concerns, and this matter is considered closed.    

      Sincerely,




      ***** ******-*****
      Executive Correspondence

    Express Scripts is NOT a BBB Accredited Business.

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