Business Profile

Health and Wellness

Express Scripts

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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

Customer Complaints Summary

1,555 total complaints in the last 3 years.
465 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.

Initial Complaint
Date:09/02/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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 August 5th, I authorized ***** to provide a 90-day supply of my medication for $80. Instead, Cigna and Express Scripts processed a 35-day supply without informing me and charged the full $80.I did not authorize this transaction. I agreed only to the quoted 90-day ********* make matters worse, the identical tube of medication is available for $25 locally through ******* manufacturer program (*******************). This demonstrates the charge was not only unauthorized but also grossly inflated.I am requesting a refund of the $80 and assurance that such unauthorized billing practices will cease.I am filing complaints with the Oregon Division of Financial Regulation, ***, and disputing the charge with my credit card provider.
Business Response
Date: 09/12/2025

September 12, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/15/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:08/20/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 am submitting this complaint against Accredo Pharmacy (under Evernorth/Cigna) for repeated delays and misinformation regarding the processing of my specialty ************* doctor submitted the prescription for ******* 300 mg VIAL, which has already been approved by Cigna for coverage, effective 07/22/2025 through 01/18/2026. Despite this approval, Accredo has failed to process or fulfill the ******************************* has been an unreasonable amount of time since submission, and I keep getting the runaround when trying to follow up. I was also instructed to apply through SaveOnSP, which I did, and was told that once completed, my prescription would be filled within 24 hours. It has now been over four days, and nothing has been done.This delay is jeopardizing my health, as I rely on this medication for treatment. There is no transparency, no accountability, and no timely follow-up. I am asking the BBB to intervene and help resolve this matter so that I can receive my medication immediately without further obstruction.
Business Response
Date: 08/29/2025

August 29, 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 contacted *** ******,discussed his concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
When i originally called this pharmacy to set up an account because i needed a specialty pharmacy that would provide my neurologist with the ***** needed to treat my migraines i was promised that there would be ZERO charge to me. i then asked what about my insurance, deductible etc, i was told no this is fully covered AT NO COST. i said ok,because if there was a cost i would not agree to set this account up. i am now being harassed by them for the amount of $988.80 when they had previously stated this would be at no cost to me
Business Response
Date: 08/29/2025

August 29, 2025

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

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

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

We contacted Ms. ********* discussed her concerns, and this matter is considered closed. We will remain in contact with Ms. ******** regarding another matter through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/19/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 put a charge on my account for a medication I tried to stop being shipped within 30 minutes. 3-13-25 charged $713.24 3-13-25 removed $713.24 3-31-25 charged $713.24 4-20-25 removed $713.24 Waited for prepaid mailer. Returned unopened medicine, they received 4-30-25 5-5-25 charged $713.24 5-5-25 removed $713.24 6-16-25 charged $713.24 I cant even order my medicine Blaming the issue on the credit card company but Im the one being continuously billed over and over No trust that my call to them today will be the end of this
Business Response
Date: 08/29/2025

August 29, 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 ****** Kolschers concern is being addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/02/2025
Complaint: 23767292

I have reviewed the business' response and am rejecting it because it is as they say not complete.
When they called me, they did not have their facts straight whatsoever, and it was very uncomfortable speaking with the representative due to this.
I was asked to PDF months worth of my credit card statement and send it to them which I did in a zip file and their Computer system stripped it, causing him to once again call me and tell me I didnt do what he told me to do.

I also supplied them with an Excel spreadsheet showing that I owe nothing to them and that my credit card company did not do what they are saying they did, that they rejected their credit. I am so sorry for their accounting department.

Sincerely,

****** ********
Customer Answer
Date: 09/07/2025
I am now being denied refills on the prescriptions needed. I have sent this ****** *** my credit card statements four times. Still not resolved.

I need someone to step in on my behalf.
Business Response
Date: 09/09/2025

September 9, 2025

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

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

Dear ********************** is to advise you that ****** Kolschers concern is being addressed.

We spoke with Mrs. ********* provided an update, and discussed her concerns further. We will remain in contact with Mrs. ******** through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/18/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 switched health insurance from United Health to ********** Blue shield effective 5/1/2025. Effective 5/1/25 I no longer used Accredo pharmacy for my prescriptions. I have gone all this time thinking all balances were paid due to co-pay assistance, etc. Suddenly, in the last couple of weeks I received a bill in the mail for over $3700.00 for prescription co-pay. At some point my prescription had to be changed from the name brand to generic and when that happened Accredo *** advised they had enrolled me in the co-pay assistance program and that my co-pays would come out to be between $0 - $5. Being I had never received and invoice, I assumed $0 after co-pay assistance. I called Accredo once I got the invoice for the $3700.00 and they told me that was what was due after my insurance paid, they did not have co-pay card on file and that I would need to enroll and then call back. I had to scramble to figure out how to enroll in co-pay assistance, once complete I called back and provided the information provided. The accredo *** told me it only paid approx $120.00. She asked for a co-pay debit card# which I figured out how to get and provided. I was then advised that debit card# could not be billed for 24 hours and that I would need to call back the next day to have someone bill the co-pay debit card to clear the balance due. So today I call back to Accredo yet again and walk through it with another ***, who figures out how to bill the card but the co-pay assistance will only cover $1800.00 and my united health did not have a gap type insurance to pick up any remaining due so after all this I unexpectedly now owe $1700.00. I was told to contact the Co-pay insurance company to see if they can do anything additional. At this point I feel Accredo should waive the remaining balance due to mis-information and no timely billing as I could have addressed as this was happening.
Business Response
Date: 08/29/2025

August 29, 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 ********* ***** concern is being addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/02/2025
Complaint: 23761624

I have reviewed the business' response and am rejecting it because:
The issue has still not been resolved and I am still left with a large debt that I was not aware I would be left with prior to shipping of the meds as Accredo doesnt bill then I pay assistance until later, of which they didnt have a co- pay assistance on file due to a switch in generic brand providers and I wasnt alerted. Then accredo can only bill in 1 lump sum by go pay assistance needs the 9 day supply billed in 3 1 month allotments. Again I have no control over this and instead of me having a $0 co pay, Im stuck owing over $1700. I did speak to ****** who stated hed continue to review to see what could be done and he would update me this week but as of right now the issue is not resolved

Sincerely,

********* *****
Business Response
Date: 09/09/2025

September 9, 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 contacted **** *****,discussed her concerns and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/17/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 cant get a person on the phone that is able to assist me with details. They just read the same info I see online. My meds are getting refilled or processed slowly to the point I run out before I get the refill. I try to use ********** but I get letters that I must use Express Scripts. I am near to the point of taking legal action if these issues are not corrected before you kill me holding up life saving meds.
Business Response
Date: 08/29/2025

August 29, 2025

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

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

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

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

Sincerely,

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

Customer Answer
Date: 09/12/2025
ES called several times during work hours and was not able to call back.
I did leave a voice mail to call me on a day I had off.
I was impressed with ******. He was able to clarify the issues I was having and how to avoid them.
Thank you ******!

*****.
Initial Complaint
Date:08/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 am being charged full price for my anti seizure medication because there is a generic brand available. I am unable to take the generic brand, I was hospitalized the last time I took it. My ** has shared with Express scripts on 3 different occasions why I have to stay on this medication. I was told my insurance plan doesnt cover ******** by Express Scripts and how to dispute it. I followed the instructions give to me by Express Scripts only to have my dispute cancelled. I found out when I continued to question that my insurance plan does cover ******** and it was approved by my insurance carrier, that now my dispute was denied because I did not get pre approval, my ** sent a pre approval request in April why I had to stay on ********. I was told the ** could reach out to appeal the denial. ** reached out in my behalf only to find out the ******** did not require pre approval. This company is practicing in deceptive policys and I believe withholds information that can help their customers. My Anthem advocate, corporate advocate and ********* have stated at different times there is a very clear problem and deceptive practice. There have been 1500 complaints to the BBB in the last 3 years on Express Scripts with little to no change in their business practices.
Business Response
Date: 08/29/2025

August 29, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
They have refused to approve a medication that they have approved before. If stopped withdrawal will happen. They are intentionally creating harm against a human life. They refuse to give a reason. They have also left a message on my husbands phone when I have provided my phone number three times. Which is breaking the privacy law/act. They purposely make it hard on patients to avoid the cost when I have paid a very high premium for this insurance policy. The generic they offered puts me a risk for gastric issues which could lead to surgery.inhave tried numerous times with bad outcomes. Per their own pharmacist that is employed by them the formulation does have a coating which can be an issue/harmful to pts with gastro or post surgical history.
Business Response
Date: 08/29/2025

August 29, 2025

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

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

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

We made multiple attempts to reach ********** 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
Initial Complaint
Date:08/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 is refusing to fill my medication until 31 and 32 days after the original fill. They are requiring me to wait and go without my prescribed medication until they decide that I can refill it. I cannot get anyone at the company to satisfactorily handle my complaint so I would like to file a complaint here. It is just wrong. Most insurance companies give a 3-5 day windows to refill medication, not wait until the day AFTER I'm completely OUT of my medicine. This happened today 8-15-25. The representative said there was nothing she could do about it. I question the legality of this action as I pay every month like I'm supposed to for proper coverage. I expect this company to treat their customers with respect and dignity and that is NOT what they are doing. Im tired of talking to representatives who can't make any changes. I need action taken on this.
Business Response
Date: 08/29/2025

August 29, 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 ***** Arcements concern is being addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 wife and I do our finances separately. Express scripts has charged my wife's credit card for my prescriptions and has failed to reverse it.
Business Response
Date: 08/22/2025

August 22, 2025

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

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

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

Sincerely,

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

Business Response
Date: 08/22/2025

August 22, 2025

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

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

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.