Complaints

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

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• 

  Express Scripts

  1 Express Way Saint Louis, MO 63121-1824

• 

  Accredo Health Group

  2 Boulden Cir Ste 1 New Castle, DE 19720-3492

• 

  Medco Healthcare Products Inc

  1871 Welch St North Vancouver, BC V7P 1B7

• 

  Merck-Medco RX Services

  PO Box 747000 Cincinnati, OH 45274-7000

• 

  Merck-Medco RX Services

  PO Box 747050 Cincinnati, OH 45274-7050

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:10/09/2025

  Type:Product 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 June 6th, I paid out of pocket for a medication that my doctor stressed I should take. I was tired of Express Scripts dragging their feet on approving coverage of my medication. It was approved, then not approved, then approved again. I sent the photographic proof of the medication and receipt to the department responsible for issuing refunds shortly thereafter the purchase out of pocket and was assured I would receive my refund in about 10 business days. That was a lie. I called again a month or two later and was given the excuse that it was sent to the wrong department and that it would be reissued. After a month, I called again and was given the exact same lie. I called again and asked to speak to a supervisor. Again, I was lied to. I get a daily **** forecast on what to expect in the mail and I saw an envelope from Express Scripts. What I received in the mail was a perforated paper which I perceived was my refund. Finally! I open it up expecting a check, and what I got was just a confirmation that I was going to receive my refund. This infuriated me obviously. Now, Call number 4 with another "supervisor " assured me the issue was rectified and I would receive my refund. After waiting about 5 weeks until today, October 9th, and not seeing anything from my daily **** forecast email, I call my roommate to see what mail I have received to see what he could in turn send to me being a federal employee who travels constantly with the *** in support of air traffic control integration installations and upgrades. STILL, nothing from Express Scripts! After seeing all the complaints here, including from the Atorney Generals of **** and ********** and thousands and thousands of others, I realized that this fraudulent company needs to have swift legal recourse taken against it. I'm tired of wasting my time and money on a company that is run by a bunch of inept liars because I KNOW I have a better chance of being struck 5 times by lightning then to ever receive my refund

  Business Response

  Date: 10/22/2025

  
  
  

  October 22, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *******
  
  
  Dear ********************** is to advise you that **** Feidlers concern has been resolved. 
  
  We contacted Mr. ******* and discussed his concerns; however,we attempted additional outreaches to follow-up but have not been able to discuss this matter further.  ****************** return our call, we will be happy to discuss his concerns.  
  
  At this time, this matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 10/23/2025

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

• Initial Complaint

  Date:10/08/2025

  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.

  My husband is a type 1 diabetic who takes two different types of insulin shots, several times a day. Express Scripts basically refused to fill my husband's insulin that was prescribed by his doctor. The last order he received was a 3-month supply in March 2025 from Express Scripts, which required several phone calls. Trying to resolve this issue over the past few weeks has required numerous hours of calling and sitting on hold with them. The only explanation I could receive from the representative or supervisors (I requested/escalated the conversation) was that there was a "system error" that they could not explain. His prescription order has been cancelled, for no reason. We do not owe any money on our account, we have a valid card saved on file, etc. There was zero reasoning provided as to why the prescription was cancelled. We then required numerous calls before the prescription could be re-processed and then eventually shipped. The insulin order has truly caused a very serious concern about how the business is being ran. There are other patients out there that are required to use Express Scripts for mail-order / specialty insulin or other medications and they probably don't have enough time to make the calls we have had to make. This is a life-saving medication. This is not a pain medication that is controlled. I will never recommend for anyone to use this company in the future. Also, I'm an educated accounting supervisor at a large oil and gas company. I'm not an uneducated individual that doesn't understand how prescription orders work, but I was spoken to that way several times by Express Scripts employees.

  Business Response

  Date: 10/21/2025

  October 21, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID: ********
  Complainant:  ***********************
  
  
  Dear ********************** is to advise you that ******* Halls concern has been resolved.  We made multiple attempts to reach **** ****;however, we have not able to discuss this matter with her.  Should **** **** 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: 10/21/2025

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

• Initial Complaint

  Date:10/07/2025

  Type:Sales and Advertising 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 want them to stop calling me and delete all of my information. I do not have any prescriptions with them.

  Business Response

  Date: 10/22/2025

  
  
  October 22, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******* ******
  
  
  Dear ********************** is to advise you that ******* Masseys concern has been resolved.  We contacted **** ******,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  

  Customer Answer

  Date: 10/23/2025

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

• Initial Complaint

  Date:10/03/2025

  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 have called them roughly every 2 weeks since March about an outstanding balance. Every single time Im on the phone no less than 2 hours with multiple people at once (conference call) . And every single time Im promised someone from the company will be calling or emailing me to have my balance resolved. Which by the way, every single time theyve admitted the balance was due to them dropping the ball. A month ago one of their employees I spoke to on the phone for more than 2 hours, yet again, said she was emailing her higher up while I was on the phone with her and made it seem like she was speaking to the manager. She finally said she doesnt know who the manager is, and shed put it in the system to have them call me. Yeah, they never called. In fact, Ive been fighting them since March of this year (2025). At least 5 times theyve said theyd have a manager talk to me in 2-3 days. Yet there are no phone calls or emails. I dont know what else to do. They say I owe $4,000 and they have admitted time and again theyre at fault for it and it should be covered by them. Yet they do exactly zero follow through to see it resolved. Ive been without my medication since June! Now October I havent had it in 4 months! How is this acceptable?

  Business Response

  Date: 10/10/2025

  
  
  
  
  
  October 10, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******** ****
  
  
  Dear ********************** is to advise you that ******** Halls concern has been resolved.  We contacted Mrs. ***** discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  

  Customer Answer

  Date: 10/14/2025

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

  I humbly appreciate Accredos swift response in getting this matter settled. Though my issue with Accredo went unresolved for 7 months and many long hours spent on the phone, after this complaint they were very swift to resolve the matter; I am so truly grateful to those who worked hard to get the matter resolved on my behalf and give my heartfelt thank you!
   
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:10/02/2025

  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.

  This shows that ******** notified all parties that I had less than $1,000 October 9th, so when I placed an order Accredo should have know that I had no funds. I got this letter after the order was already placed.

  Customer Answer

  Date: 09/24/2025

  This shows that ******** notified all parties that I had less than $1,000 October 9th, so when I placed an order Accredo should have know that I had no funds. I got this letter after the order was already placed.

  Customer Answer

  Date: 09/24/2025

  Billing dates with insurance information showing how I was billed incorrectly October 10th, 2024 and November 4th, 2024. Then it was covered in December?

  Customer Answer

  Date: 10/02/2025

  Hello, I use ******** with copay assistance through ******** MyWay, and my prescription is filled through Accredo.A prescription fill from October 2024 was processed after my ******** copay card had reached its annual maximum. I was never notified because the email went to an old address that I no longer use. How do I owe $1,935.86 and not know it for 11 months?I am requesting that Accredo review this claim and, if possible, work with ******** MyWay to reverse or adjust the charge, since this was an administrative/notification error and not a missed payment on my part. The reason I qualified for the copay assistance was because I just graduated from college and am being asked to pay more than what is in my bank account. I am willing to return the product as well, I would not have agreed to fill the prescription if I knew the copay card was maxed out.I have updated my contact information since the wrong email was on file. Please let me know if you need any documentation (pharmacy statements, EOBs, etc.) to support this request. Thank you.

  Business Response

  Date: 10/10/2025

   

  
  
  October 10, 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:10/01/2025

  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 recently went to my doctor to get we'll go we prescribed me due to health issues and the issue where I am unable to lose weight I have a BMI of ***** I have high cholesterol and I'm pre-diabetic I've been eating healthier And going to the gym but have been unable to lose weight or get out of these health conditions so with my doctor prescribing me wegovy he agreed that it would be best that I'd be on it to achieve my healthier goals. Prior to the appointment I called up Express scripts and asked him what I could do to get approved for the medication easier they told me to sign up for the Armada health program through my work and be compliant with it which I went and did they said after that have your doctor prescribe you the medication and then it should only take 2 days for us to get it authorized and sent out to you well unfortunately with their pre-authorization process the pre-authorization paperwork is made and designed to not give us the medication and they keep gatekeeping the medication from us and then when I call and talk to them about it they asked me if I want to speak to a pharmacist about the medication that they won't even give me the business is highly unprofessional and they make it hard for us to get the medication we need and then they turn around and send me an email stating that they want to get me the medication as quick as possible cuz they care about me but then they say I was denied by them my doctor prescribed it he wants me on it but my insurance at Express scripts are doing everything they can to keep me denied this the second time I've been through this and all their denials is highly unprofessional and it's stressful that I can't take care of myself because an insurance company wants the gate keep something that is not even a narcotic!!! ***** deny defend is their model and they need to understand pre-authorizations are not law their policy and policies are not law! I'll have to do compounds and those companies will eat well now!

  Customer Answer

  Date: 10/09/2025

  You can cancel this complaint it has been resolved. Thank you 

• Initial Complaint

  Date:10/01/2025

  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'm being continually harassed over a bill I don't owe. The company harassing me sent medication to my pain management doctor after being told repeatedly that we ONLY want it if it is COMPLETELY covered by my insurance. It was confirmed ******** times by the business that the injection will ONLY BE SENT IF COMPLETELY COVERED BY INSURANCE WITH NO CHARGE TO ME. I'm on disability and a very limited budget. They confirmed this several times. My pain doctor notified me that they received the injections which means it was fully covered and that they Never receive the injections unless they are fully covered or paid for. Yet I continue to receive bills even after they checked the recorded conversation AND confirmed my statements.

  Business Response

  Date: 10/06/2025

  October 6, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** *********
  
  
  Dear ********************** is to advise you that ***** Bonventres concern has been resolved. We contacted Mr. ********** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 10/06/2025

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

• Initial Complaint

  Date:09/26/2025

  Type:Order 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.

  Ive been on a specialty medication of ****** for 16 years now, and have gotten it from Accredo Specialty Pharmacy. The medication always required prior authorization, and I get financial assistance through the drug manufacturer ********** Savings Program. Up until roughly 4 years ago, my ****** medication always applied to my deductible. And the Cimplicity Copay assistance was also applied to my deductible. It helped greatly by helping me meet my out of pocket max quicker. Well roughly 4 years ago I get a call from a program called SaveOnSP stating that I have to use them to get $0 copay on my ******, and it will no longer get applied to my deductible. I even asked why I had to join if I already have copay assistance that gets applied, and they said that it would no longer get applied anymore either. So I had no choice to join but after researching this, I have some major issues. Basically youre using a Copay Maximizer program SaveOnSP. Your getting around the laws by stating the medication is a non-essential health benefit, you raise the drug prices, and drain my financial assistance through the manufacture. Theres lawsuits currently against all parties involved for doing this. Ive tried calling Express Scripts and speaking with supervisors about this. On 9/9/25 I spoke to supervisor ******* who was going to send a email to my benefits manager about this issue. Then on 9/11/25 supervisor **** called and said the benefits manager wrote and said that anything with SaveOnSP doesnt count towards your deductible cause I pay nothing. She had no answer for using the Cimplicty program. And kept saying all questions is for ********. Ive tried writing into SaveOnSP and received no response. My ****** is an Essential health benefit and want it classified correctly. I want to continue to have my copay assistance program get applied to my deductible like it used to. Youre messing with my health and its not right.

  Business Response

  Date: 10/06/2025

  
  October 6, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *******-********
  
  
  Dear ********************** is to advise you that **** *******-Wheatleys concern has been resolved.  We contacted **** *******-********,discussed her concerns and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  

  Customer Answer

  Date: 10/08/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  While I do not agree with SaveOnSP tactics 5 years ago when I was told that I had to join them to keep my copay at $0, and that if I didnt join my financial assistance through the manufacturer still wouldnt go towards my deductible/oop max. Ive come to now find out the truth from Express Scripts and I do not need SaveOnSP, along with if I opt out my financial assistance will in fact go towards my deductible/oop max. So thank you Express Scripts ****** for looking into this for me. 
   
  Sincerely,
  
  **** *******-********

• Initial Complaint

  Date:09/25/2025

  Type:Product 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.

  Mail in pharmacy. We had a limit of $100 set on our account and to be contacted if amount exceeded $100. I was not contacted and charged $446 without my permission or permission to order the medication. I have been dealing with this issue since March 2025 . I contacted the company and was told several different things different times . I was told by one agent I would be refunded due to their mistake being charged on an account they didnt have permission to charge. Then another agent tells me they only issued refund for me to turn around and pay again . The account they charged expired. So they were going to refund it to a different account. So the first amount is still taking out of my account regardless. The refund never went through . I have provided statements from March till current date to prove such and now they are saying they can not determine that debit card they issued refund is attached to all statements. I can not make them understand the account number and debit card number will be different. I have taken more time out of my life than I care to , to handle this issue . They also refuse to have management reach out and call me . Claiming that they can not make outbound calls . I am told something different every time I reach out via phone to which ever agent they send me to . So it now is making it look like I again owe express scripts the $446 dollars again . I have proven there was no refund. There is no point in the refund if they are still going to require payment on their mistake. At this point I want refund removed and dont want them to issue anything and wipe my account clean.

  Business Response

  Date: 10/06/2025

  
  October 6, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** ********
  
  
  Dear ********************** is to advise you that ****** Robinsons concern has been resolved.  We contacted **** ********,discussed her concerns and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:09/23/2025

  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.

  I have had multiple issues with Express Scripts giving brief uninformative appeal denials without transparency or explanation or denial based on the verbaige of the appeal. Further, when I contacted their customer service, they feigned taking a customer complaint. When asked how I should expect follow-up, they indicated they only take customer complaints by archaic communication methods (physical mail, and fax). I asked them to mail me the address to send correspondence and they indicated they could tell me over the phone but they wouldn't mail it to me because that is unreasonable. It is unreasonable for them to mail me the address but it isn't unreasonable for them to demand I mail them my grievance despite having a phone based customer service department.

  Business Response

  Date: 10/15/2025

  October 15, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** *******
  
  
  Dear ********************** is to advise you that ***** Johnsons concern has been addressed.  We contacted Mr. ******** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence