Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Better Business Bureau
®
Powered by data. Driven by trust.
For Businesses
Powered by data. Driven by trust.
Find local businesses
Share
Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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

Find a Location

Express Scripts has 173 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,582 total complaints in the last 3 years.
    • 444 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/13/2025

      Type:Product 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 billed me for two medication administrations: 9/05/24 ($4,135.08) and 12/2024 ($********). I have talked with several Accredo representatives by phone. I have tried to resolve this myself, so I did not contact BBB earlier. ******, a copay assistance program, has also been contacted by phone. I have spent over 80 hours on the phone with Accredo and ***** combined to no resolution. ****** copay assistance was to pay for the medication, but for some reason they didn't. On 8/1/2025, Makayla from Abbvie Flex Access Program *************) said $4, 135.08 was paid. I received two letters from Accredo dated May 2025 and September 2025. I called Accredo at ************ and asked to speak to the department from which the letter was sent **************************** Accounts Receivable, **********************", and I was told no such department existed. I asked to speak to the closest department to this and they transferred me to billing. On 10/02/25, I talked with ***** from Accredo billing and she said she was unable to help me. On October 9, 2025, I spoke to ***** from Abbvie. She said "Accredo reversed the $4, 135.08 claim on December. 12, 2024." The most recent bill I received form Accredo was October. 24, 2025 for the amount of $4,135.08 + ******** =$5,283.58. I no longer receive medication from Accredo, as *********** has helped me receive medication directly from Abbvie at no cost beginning Oct. 23, 2025. When I contact Abbvie, I start with the Nurse Ambassador, Rosy at 866 759 74 =94.

      Business Response

      Date: 11/24/2025

      November 24, 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 Ms. ******* discussed her concerns, and this matter is considered closed.    

      Sincerely,




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

      Customer Answer

      Date: 11/24/2025

      Complaint: 24142881

      I have reviewed the business' response and am rejecting it because: the business stated they have contacted me and the matter is resolved.  I have not received any communication from the business since this BBB complaint was submitted.  The resolution I request is a communication from Accredo stating I do not owe $5,283.58.



      Sincerely,

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

      Business Response

      Date: 12/01/2025

      December 1, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:11/12/2025

      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.
      This company's incompetence has caused me to go into active disease for the first time in 15 years. They do everything they can not to fill prescriptions. They made my doctor change my medication after 15 years only to deny the new medication over and over again for over a year. Then my doctor was FORCED to prescribe me a less effective drug and Accredo delivered my first loading dose then CANCELLED it the day before I was due to take it and have given me 17 different reasons on why they won't fill it. I am forced to use this awful terrible CRIMINAL company through my employer. This company should be sued and shut down immediately,

      Business Response

      Date: 11/21/2025

       

       

      November 21, 2025




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


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


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

      We made multiple attempts to reach Ms. *********** however, we 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:11/12/2025

      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 am new to Express Scripts. When I signed up through my employer, Express Scripts stated that I could no longer use the pharmacy of my choice unless I wanted to pay more than if I went through Express Scripts and have it delivered. 1st of all the *** I like is 1/2 a mile from my house and way more convenient than waiting on mail. My GI doctor is prescribing me a new medication that I will need to take for the rest of my life and it costs $300 a month out of pocket with insurance. I have a coupon card / co-pay card from the ****** manufacturer to help assist in the cost of this medication. Express Scripts tells me they do not accept coupons or co-pay cards and I need to go somewhere else. Why do I have to go to multiple pharmacies to meet my prescription needs when the *** next door has been handling them just fine my whole life? Now I am stuck being forced to go to a pharmacy my insurance tells me is more than what they would charge if I go directly through them. When I called Express Scripts offered me no information on why or what I could do to resolve this issue, there was little to no care, which is not surprising in this profits over people world. I would like for my insurance company to let me use which ever pharmacy I want at no additional cost and when I call to speak with someone who can assist me. I requested a callback from Express Scripts to speak with someone knowledgeable about the topic and did not receive confirmation that call back would happen and it has not happened.

      Business Response

      Date: 11/21/2025



      November 21, 2025




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


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


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

      We made multiple attempts to reach Mr. ********* however, we have not been able to discuss this matter in full with him.  ******************* contact our office, we will be happy to discuss his concerns.

      At this time, this matter is considered closed.



      Sincerely,



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

      Customer Answer

      Date: 11/22/2025

      Complaint: 24137384

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

      I want them to respond in writing to me, not a phone call. This is about Healthcare and since our system is so inhumane, I would prefer they contact me in writing. I responded to them on their website. The least they could do is attempt to contact me in writing. I do not need to talk to the guy who left me a message sounding irritated in the message. They have not addressed nor resolved.



      Sincerely,

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

      Customer Answer

      Date: 11/22/2025

      I don't wish you pursue this as I will gain nothing. You can mark resolved. 

    • Initial Complaint

      Date:11/11/2025

      Type:Product 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 informed the pharmacy to stop delivering one of my medication a month ago and they still delivered the medication and charge me account.I get the medication in a broken backaging and I ask for a refund but they refused to issue the refund.

      Business Response

      Date: 11/26/2025

      November 26, 2025




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


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


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

      Sincerely,

    • Initial Complaint

      Date:11/06/2025

      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 Specialty Pharmacy trying to charge me unlawful, made-up fees to order my medication, will not show me the medication charge when trying to place a new order, and will not allow me to place a new order for my medication because I still have a made-up balance that is due on my account. Funny enough, I find a warning of a lawsuit that includes that type of behavior when I searched for the company on BBB. Called my co-pay company to make sure I have enough funds, and they said I am not out of funds. Called the specialty pharmacy to determine the cost of the June bill, and after several minutes of waiting on a billing person to help my phone representative, the call was ended without warning; so I received no help.

      Business Response

      Date: 11/13/2025

      November 13, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:11/05/2025

      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.
      Sent me the worst of the worst non effective generic medicine for ****. Currently have 0 working medicine. I always have to call and call. Since my script was sent 7 days ago, I have spent a total of 10+ hours on the phone with express scripts just since then. A manger told me they would have it go out yesterday 11/4, and I was given a tracking number. Was told it would arrive over night to receive today 11/5. Now spent countless hours on phone today as the medicine hasnt even been shipped, the label was only created. Now on 11/5 still no medicine and theyre putting it on ****

      Business Response

      Date: 11/10/2025

      November 10, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:11/05/2025

      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 filled a prescription but delivered it to an address that it retained in its system rather than tasking update on registration to use their system via an interchange with Cigna. Terrible outcome allowing ** to be sent to an address more than 4 years old and from an entirely different medical insurance provider that Express Scripts also apparently did business with. Their system never requested updating this information nor prompted the consumer for information about this disparency between the bill to and ship to addresses.

      Business Response

      Date: 11/12/2025

      November 12, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:11/04/2025

      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.
      Dear Accredo Support Team,I recently renewed my prescription for ********, which is being managed through Accredo. For the past several weeks, I have been receiving weekly calls from overseas call center representatives who speak limited English and are unable to provide any meaningful information about my prescription.I have repeatedly requested that my prescription be placed on auto-refill, as I have been on this medication for over a year and only needed one initial setup call in the past. Despite my requests, the calls continue. I have also asked multiple times for these weekly calls to stop. I work in an environment where I cannot take personal calls, and these repeated interruptions are both disruptive and ******************, I was even asked to confirm the name of my medication over the phone, which I found highly inappropriate and unnecessary. I am extremely frustrated that my requests have not been honored and that I continue to receive these intrusive calls.Please ensure that my account is updated to reflect my preference for auto-refill and that all non-essential calls are discontinued immediately. I would greatly appreciate a response from someone based in the **** who can communicate clearly in English and confirm that this issue will be resolved.Thank you for your prompt attention to this matter.

      Business Response

      Date: 11/11/2025

      November 11, 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 Ms. ******** discussed her concerns, and this matter is considered closed.    

      Sincerely,




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

    • Initial Complaint

      Date:11/03/2025

      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 is my pharmacy to get my life saving medication & is now not filling as law states, my Physicians Authorization is in their system (i have their email proving this), which their Now saying its the wrong one bit its the same as the previous ones. And my insurance ran out due to a job change 9 days After they were supposed to fill and now ACCREDO isn't going to fill my medication to treat my Crohns. Ive had SIX yes 6 phone calls with ACCREDO in past 2 weeks while I 'did have my health insurance. Much of them were over an hour long including one with my ********************* representative that this call supposedly resolved the issue or the question of a PA being in the system. It was there. Since my meds were now late ACCREDO was to expedite my meds within 24hrs. They didn't and left another automatic message saying Again shipment is delayed/stopped, but of course the weekend was here and they were closed. Today i just spent over 2hrs on the phone and im told the *********** didn't have the "Right" PA in the system but ACCREDO had FIVE yes 5 phone calls including the one with my *********** to state this so it could be resolved. But how was the same PA approved for previous script? My insurance representative at my *********** states and she did to them it is correct and even though they've said ot was correct, now that my insurance ran out their saying AGAIN its not.I've been on life support before due to my Crohns, this is malpractice!If anything i want 20k to cover my medication as a resolution.

      Business Response

      Date: 11/14/2025

       

       

      November 14, 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 contacted *** *******,discussed her concerns, and this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:11/03/2025

      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.
      Accredo has shady billing practices and it became more and more evident they were over billing my co pay assistance program when I ran out of the co pay assistance sooner than I should have which resulted in me having to discontinue the medical treatment due to cost. I was upset but decided it was ok and canceled all refills with Accredo, but then it became more than evident when I received a bill more than a month later for the co pay. I called and the representative just kept try to pressure me into giving her permission to **** the co pay assistance program despite me telling her multiple times that there was no way I still had a balance since I had discontinued the medication due to them over charging me. After a bit of back and forth, I asked for a full accounting of the account so I could see what was going on since the account history is not available online. The representative said she processed the request, but a few weeks later, what arrived was just a bill for the last delivery that I believe was already paid. I called again and asked for a full accounting and it sounded like the same lady and she just kept trying to pressure me to use the co pay assistance. I was at work and could not keep going back and forth with her so I told her I'd call back. I forgot about it for a few days and then I got an email from them telling me to pay my bill. I responded to the email and again asked for a full accounting and told them I believed they were double charging me and misrepresenting what the co pay assistance was paying and that I would be filing a BBB complaint if they did not fix the account or send me the full accounting so I could see what was going on. Well now when you log on to my account, all records of all billing history for that medication (********) has been removed from my account. I believe they were overcharging and when I caught on and threatened to file a complaint, they got rid of all evidence.

      Business Response

      Date: 11/17/2025

      November 17, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 11/17/2025

      Complaint: 24098530

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

      All they did was reach out and confirm with me that they were in fact overbilling me and that it did in fact affect my ability to receive life changing medication as well as chemo medications and their only defense was that my insurance supposedly offered some sort of supplemental coverage that would have covered the extra charges, but that does not change the fact that they over billed my account twice, that I can prove, and made it impossible to track what was being billed and also attempted to cover it up by removing all records of that medication from anything the consumer has access to view once I threatened to file a BBB complaint. 

      The only reason they view this as "resolved" was because I said I was unsure how to resolve it now since my employer is moving away from Cigna (my health insurance and a partner of Accredo) so I will not have to use them any more. That does not mean they resolved the issue, that just means that I don't know how they can. The complaint still remains a valid complaint that they only corrected once I caught on to what they were doing. Had I signed up for whatever supplemental coverage they claim I was offered, they'd have been able to double, triple quadruple charge me and I would never had known the difference.


      Sincerely,

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

    Express Scripts is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.