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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.
    • 603 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:03/26/2025

      Type:Billing 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.
      My 16 year-old son has a condition called ulcerative colitis which requires him to have routine shots of a drug called ******. I have been using Accredo for this prescription as it is what my employer partners with for insurance. My son has double coverage. He has ********** (Express Scripts) as his primary payor. His secondary coverage is ***************. Accredo has repeatedly not filed with his secondary insurance and has led to my son having lapses in healthcare. He has developed antibodies to this medication due to the lapses. I have spent countless hours on the phone with Accredo while they attempt to file correctly and provide him his healthcare needs. They currently refuse to fill his medication as they have not filed with his secondary coverage and will not until the payment has been received. As a single mom, I do not have the funds to cover even a portion of this. In the past 7 days, I have spent over 6 hours on the phone trying to resolve this issue. They said they will not work on the issue unless I am on hold and am unable to be on hold with having a full-time job. I am frustrated and defeated with trying to get this much needed medication for my son. I have filed grievances with the company and I felt unheard. I just want his medication filled so he can continue his health care needs. This is something I call every month for and have for the last 2 years. They sometimes are able to get his medication sent and other times they refuse.

      Business Response

      Date: 04/07/2025



      April 7, 2025




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


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


      Dear *********************** you for bringing this matter to our attention.

      This is to advise you that ***** Steinbachs concern has been addressed. 

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

      Sincerely,




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

    • Initial Complaint

      Date:03/24/2025

      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.
      Ive been on ******* for almost 2 years due to type 2 diabetes. I was put in this after previous treatments with ********* and xigduo. ******* has been the most effective. According to express scripts too effective since my A1C was less that what they say it has to be. Ignoring the face that my sugar level from those SAME labs shows 139. Their policy even states and A1C of a certain 6.5 OR a glucose level of or equal to 126. My doctor also tried to get me back on xigduo until we can get this resolved. This was also denied since I need to use step up therapy. This has already been done! Ive had diabetes for years. Im now going on week three of no medications. My fasting glucose was 151 this morning and I need meds NOW!!!

      Business Response

      Date: 04/08/2025

      April 8, 2025




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


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


      Dear ********************** is to advise you that ****** ****** concern has been addressed.  We made attempts to reach Ms. ******* however, have not been able to discuss this matter with her.  ***************** return our call, we will be happy to discuss her concerns.  At this time, the matter is considered closed. 

      Sincerely,




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

    • Initial Complaint

      Date:03/23/2025

      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.
      Spoke numerous times with Accreedo Specialty Pharmacy beginning February 12th for a prescription that was sent over by my gastroenterologist Dr. ****** with ****** ******* clinic. Prescription was initially sent beginning of January to Accreedo Specialty Pharmacy. I have missed work due to heavy bleeding from a Crohns flare up due to pharmacy's negligence of filling my prescription.Spoke with **** from Accreedo and she assured me that prescription would be expedited on March 10th. Spoke to ******* with Accreedo on March 19th and stated he would expedite my prescription once again. Prior Authorization has been approved via my Health ******************** Blue Shield of Texas so pharmacy has all required documentation and approvals for shipment. My medication has been in process since February 11th and still hasn't been shipped.

      Customer Answer

      Date: 03/25/2025

      Business has resolved my issue.

    • Initial Complaint

      Date:03/21/2025

      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.
      Accredo specialty pharmacy is causing unnecessary delays in filling and delivering prescriptions.After unsuccessful attempts to resolve the issues, my insurance company spoke to Accredo and the issue was supposedly resolved. However, the pharmacy changes the doctors prescription and now requires "clarification" from the doctor. This has gone on twice and now the doctor is getting alienated and has reported it to her Rheumatology supervisor. They do not notify you of what is going on. You only look at your Accredo mobile app and see that nothing is happening and you must call in to find out why. We are about to miss dosages and all they can offer is "counseling" for missed doses. The health insurance, and the doctors office have all done their part. Accredo is stalling the process every step of the way.

      Business Response

      Date: 04/04/2025

       

      April 4, 2025




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


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


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

      We made multiple attempts to reach *********** however, have not been able to discuss this matter with him.  ****************** return our call, we will be happy to discuss his concerns.

      At this time, the matter is considered closed.

      Sincerely,




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


    • Initial Complaint

      Date:03/20/2025

      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.
      I've reached out to Express several times this week for assistance with my daughter's ******* RX that was due for its 90 day refill.This refill has been nothing but h*** I'm getting run around issues from the doctor's office, Express Scripts and the pharmacies.I was advised this morning that Express Scripts is refusing to cover a 90 day RX fill for the generic ******* that they prefer to cover over the name brand. When I called Express Scripts today to find out, I couldn't get any answers. I was placed on hold for a supervisor for over 40+ mins. I'm actually still on hold for a supervisor.I know that Express Scripts is trying to force me to change this medication to a mail order. I refuse because the last time I tried to use the mail order, it was a nightmare. I was billed for stuff I never received and/or order. They would randomly just send medication whenever they wanted to without speaking with me first and then demand payment. It just got to be too much and they were trying to have pay for medication I wasn't even taking and I refused to continue paying for stuff I didn't order and didn't need.After my last experience with the horrible mail order service, I refused to ever attempt it again. Its really not worth the h*** they put people ********** right now before of this issue they can't seem to get resolved in a timely manner. They will be sending my daughter back to school on Monday without her ADHD meds. Way to go for very poor customer service for a medication that is a MUST for an ADHD patient.

      Business Response

      Date: 04/01/2025


      April 1, 2025




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


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


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

      We contacted Mrs. ****** and discussed her concerns; however,we attempted a second outreach 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: 04/02/2025

      Complaint: 23093678

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

      You never tried to reach out a 2nd time like you stated.

      Sincerely,

      *** ******

      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 Jan ******* concern has been resolved. 

      We contacted Mrs. ****** and discussed her concerns.  We attempted to notify Mrs. ****** of additional information 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 resolved.

      Sincerely,




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



    • Initial Complaint

      Date:03/20/2025

      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.
      Accredo has been in possession of a prescription for roughly 7 weeks. The prescription was required 3 weeks ago. The prescription still has not been delivered. Despite repeated escalations, the company has been unresponsive, inconsistent in communications and negligent. Because of the delays, the recipient of the prescription is now suffering significant health issues.

      Business Response

      Date: 04/09/2025

      April 9, 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 Mr. **** and will continue to do so through completion.  

      Sincerely,




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

    • Initial Complaint

      Date:03/20/2025

      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.
      I was seen in my doctor's office on March 10th and prescribed a medication to help with my weight, high blood pressure and pre-diabetes. I have Lupus and have found research that this medication will help with the inflammation as well for the Lupus. My doctor and I discussed this medication in detail and I have done plenty of research externally on this medication. The doctor submitted the medication to my pharmacy and it was denied. I was informed that a prior authorization was needed through Express Scripts. My doctor submitted the prior authorization and once again I was denied the medication. The reason Express Scripts gave was the following: Reason: Coverage is provided for patients after a trial of behavioral modification and dietary restriction for at least 3 months. Coverage cannot be authorized at this time. I started the gym in January 2025 and I am on Weight Watchers as well which is both behavioral modification and dietary restriction, yet I was denied for a second time by Express Scripts. My current weight is 278, my BMI is almost 45, my most recent A1C was 6.2, I have Hahimotos Hypothyroidism, and I have high blood pressure that I take medication for. Yet according to the Express Scripts reviewer I do not qualify for a medication that will assist with all of these medical conditions, that my primary care doctor *** I have seen for years feels that I should be on to assist with my medical conditions. How is it that I was denied when I check every single box for this medication? I am on medication, going to the gym and participating in Weight Watchers I have taken steps to correct the weight myself and it is not working. I am not lazy, I have medical conditions that prevent me from having a very active lifestyle especially when I have Lupus flares. So a medication that will help me is being denied cause a reviewer *** does not know me or anything about me made a decision that I haven't taken the proper steps to correct my weight myself. This is not ok!

      Business Response

      Date: 04/01/2025


      April 1, 2025




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


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


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

      Sincerely,




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


    • Initial Complaint

      Date:03/19/2025

      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.
      March 14, 2025 I called to place an order for a specialty medication. I asked how much the medication would cost. I was told that they couldnt provide a cost until the medication ships and they bill my insurance and copay assistance program. I felt like I had no choice but to go ahead with the order since this is a medication I need to help a serious medical condition. I expected I would be able to cancel the order if it was too expensive and hopefully be able to find an alternative medication. So the medication ships and on March 19, 2025 I find out that I will owe them $2,091+/-. I cannot afford that. I immediately called Accredo to cancel the order. I was told it couldnt be canceled since it has shipped. I said I will refuse the delivery. They said I can do what I want with the medication, but I will still be responsible for the amount due. This doesnt seem right that a consumer has to wait until something is shipped before knowing the price and then not being able to cancel after its shipped! I feel this is a scam to get the order placed so they can hook a consumer into paying. They recorded the conversation when I placed the order. They say I agreed to paying. Yes, I agreed to going ahead with the order this time since it was the first time I was getting the medication. I felt I had no choice but to place the order with their ridiculous only know how much it costs after its shipped policy. However, I fully expected I would be able to cancel the shipment if I found out it wasnt affordable. This is a deceptive, entrapment type scam and theyre preying on folks that need medication. I havent been billed yet, but know theyre going to bill me for approximately $2,091. I feel I shouldnt owe them anything and should have been allowed to cancel the order. They need to let consumers know the price BEFORE shipping so they have an opportunity to cancel the order before incurring a huge bill. And they need to make their cancellation policy known as well.

      Business Response

      Date: 04/08/2025

      April 8, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:03/19/2025

      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.
      date medication called in by Dr ******* Accredos website says verification in process. Called third time Thursday 03/15/2025 was told waiting on insurance hung up called my insurance Molia while on phone with him he did a 3 way call advised prescription was approved and would be ready to ship come Monday, here it is Wed 19th I just called Accredo they no longer even show ****** as a perscription, not even showing verification in process any longer, customer service *** I spoke til did not know much I asked to speak to a supervisor she cam on the line said she did urgent ref#******** because she said my ****** info was not entered in the system which I find puzzling because they spoke with them on 3 way and got all that, I additional have copay assistance which we didnt even get to yet. The supervisor I spoke with said she put in an urgent and to have my insurance put in system would take 48 hrs, mind you im out of my medication and they knew all this a week ago. Im forced to go thru accredo I have nothing but problems with them I have had to use them for years now and its every single time when a new prescription comes in I know ima call 10 times and fight. Please help me get my medications

      Business Response

      Date: 04/01/2025



      April 1, 2025




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


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


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

      We made multiple attempts to reach Ms. ******* however, have not been able to discuss this matter with her.  ***************** return our call, we will be happy to discuss her concerns.

      At this time, the matter is considered closed.

      Sincerely,




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

      Customer Answer

      Date: 04/02/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I did not want to speak to anyone again, they just need to be aware of the issues that us customers are having with their company!
       
      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/19/2025

      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.
      Express scripts does everything in their ability to deny prescriptions, I'm a health care provider my self in an NYC cancer center and it's a shame that my work's benefits includes Express Scripts.I have been out of my medication for 2 weeks now.called them 9 times in the past 2 weeks.1- my doctor sent the prior authorization they requested, they automatically denied it same day.2- I started the appeal process, asked my ** to resend the information they needed.3- after they received the 2nd prior authorization with the information they requested they informed me that I need to join a new program called Omada.4- joined Omada and got a confirmation from Omada that I met the requirement for the medication.5- 3 days later which is today called to check on the status was told that I have to wait another 6 days since the process may take 2-3 weeks.6- right now it's 20mins already and I'm speaking to a supervisor that isn't able to help me since she has no access to the appeal department and the appeal department is not answering her phone call.I will reach out to my executives at the hospital and request to consider to change the plan to somebody else.

      Business Response

      Date: 04/01/2025

       

      April 1, 2025




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


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


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

      We made multiple attempts to reach *********** however, have not been able to discuss this matter with him.  ****************** return our call, we will be happy to discuss his concerns.

      At this time, the matter is considered closed.

      Sincerely,




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


    Express Scripts is NOT a BBB Accredited Business.

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