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

1,565 total complaints in the last 3 years.
456 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:09/17/2025
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 been having issues with using my insurance card at ********. Every time I attempt to use my card, ******** could not look me up, so I ended up paying out of pocket. I tried using my phone one time to have the *** verify my insurance and even though that helped, I was stuck waiting for a *** for a long time. I've attempted to reach out the business to try to resolve the issue and at one point they had said that I was unenrolled from my plan, which is something I definitely have not done. I would like to get assistance from Express Scripts to resolve the issue, as this is my third insurance card issued out to me.
My insurance number is A00020148APU
Business Response
Date: 09/19/2025

September 19, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/15/2025
Type:Delivery 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 was diagnosed with kidney disease in May and require *********, which had been filled through Panther RX. I was due to receive a refill from them on Thursday 9/4. On Friday, they called and told me that Express Scripts would not allow them to provide me the medication and my prescription was being transferred to Accredo. In my Express Scripts app, I see that they received the prescription from Panther RX on Monday 9/8. I heard nothing all week so I called 9/11, for an update. At first they could not find the prescription in the system but eventually found it and told me they needed an updated prior authorization. I relayed this to my doctors office, and when they called, they spoke to *** RPh who stated they are processing medication and that as of now, no PA is needed. I called 9/12 for an update and was told the prescription was in processing and could take 5-8 business days and cannot be expedited. Assuming that the processing is on the shorter end and only takes 5 business days, the prescription ships on the 19th, I will have missed 10 days of medication. I called on Monday 9/15 and was told that Accredo never received the prescription, just a referral, and I would need to ask my doctor to send the prescription to them. I am not sure why this was not mentioned in my previous 2 ******** question is, why did Express Scripts sit on my prescription for 4 days and not begin processing it until I called? How much longer would it have sat if I hadnt called? Ive had this happen at least twice before with less vital prescriptions filled through Express Scripts. Is this the type of service I can look forward to as I deal with kidney disease? Will I constantly be listening to hold music, just to be told that theres nothing anyone can do?
Business Response
Date: 09/30/2025
September 30, 2025

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

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

Dear ********************** is to advise you ***** ****** concern has been resolved. Ms. ****** medication shipped via ***** Next Day Air that was delivered on September 16, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/03/2025
Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:09/10/2025
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.
Called on August 31st to refill my prescription the lady I spoke to stated I can pay for out-of-pocket after it ships due to me telling her my insurance is expiring either September 1 or that Friday I had no paper stating what day it would end. She basically told me I can pay out-of-pocket after a shift. Id receive a bill in the box, now I have zero zepbound and being told by other representatives, thats not how that works. I have to have active insurance and a prescription on file, which I did have a prescription on file. Basically was refused help when I called today, September 10.I just be receiving what I told by the first rep I would receive by Wednesday, September 3rd with the bill in the box, but it doesnt seem like thats going to happen
Business Response
Date: 09/23/2025

September 23, 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 Ms. ***** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/08/2025
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.
Over the past year this company has made me jump through unnecessary steps. Was told it was my doctor's office and how it was written so I every month had to get a new prescription. Finally a year later my insurance no longer covers humara so I now have to switch to said other medication that they tired to send me previous. I now tried to order the new medication on September 2 after missed dose #1 come to find out on the 5th the order was canceled. Come to find out they didn't see the pa my gi i sent over so they couldn't process the order. My husband the policy holder gets a call Friday at 2:07 pm from express scripts informing him my medication was approved. Unable to place the order Friday due to them saying they received the approval after the pharmacist left for the day and will be processed Monday. That next day will be my missed dose #2
Business Response
Date: 09/19/2025

September 19, 2025

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

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

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

We contacted Mrs. ***************** and discussed her concerns;however, we attempted a second outreach to follow-up but have not been able to discuss this matter further. Should Mrs. ***************** return our call, we will be happy to assist.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/06/2025
Type:Delivery 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 placed a prescription refill order with Accredo Specialty pharmacy (as required by my insurance company) on Aug 18th, 2025. The delivery date was supposed to be on Sept. 9th. it was not delivered. No call, no notice, nothing from Accredo. So I called and the customer care advocate said there had been a delay and it would be delivered on the 4th. No explanation of what the delay was. She said insurance had been approved, the Rx was good, I had plenty of refills. The medication was NOT delivered on the 4th, so I called again. Again the advocate said it had been delayed, no explanation. I spoke to a pharmacist next; still no explanation. No one at Accredo knows what is going on with my medication. On the 5th when it still had not been delivered, and still no explanations as to why, I asked to speak to a supervisor. She got on the line, did some checking and could figure no reason why it is being delayed. She said she would expedite it, get some kind of override to have it delivered on the 6th (today). It still has not been delivered. I would like two things: I want my medication (I have already missed a dose due to this fiasco) and I want to know why it has been delayed, so I can know what to expect when I get my next refill.I ordered the refill two weeks in advance so I would get it in plenty of time, or sop I thought.
Business Response
Date: 09/19/2025

September 19, 2025

Better Business Bureau Serving ******************* &********************
*******************************************;
********************

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

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

We contacted Mr. ****** and discussed his concerns; however,we attempted a second outreach to follow-up but have not been able to discuss this matter further. Should Mr. ****** return our call, we will be happy to assist.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Business Response
Date: 09/19/2025

September 19, 2025

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

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

Dear Sir/Madam:

This is to advise you that ******* ******ts concern has been resolved.

We contacted Mr. ****** and discussed his concerns; however, we attempted a second outreach to follow-up but have not been able to discuss this matter further. Should Mr. ****** return our call, we will be happy to assist.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/21/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. ****** did explain why the refill shipment was delayed. And I did finally receive my medication on the 9th.

Sincerely,

******* *******
Initial Complaint
Date:09/04/2025
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 use Express Scripts for my prescription and I am currently on Rx for Zepbound 7.5 mg . Last month my doctor send the Rx for 30 days supply and I was informed, it is required a 90 days supply Rx for a Total amount of $175 for 3 months supply; I was informed , once the Rx is received, that will be the one use for future orders and I can do it online or on my app. My doctor sent the 90 supply Rx on 08/18/25; I placed the order on 09/02/25 and I received medication for only 28 days and charge for the cost of 90 days supply $175. I called Express Scripts and spoke with supervisor ****** and she refused to make any adjustment or credit and said that the old Rx will stay on the system until it expired and it was my fault not to pay attention to the app before placing the order. I am seeking either a credit or a refund for the difference of $117 because I was never informed about expiration rules for Rx on the app, I was told the new one will replace the old one and that is what I expected. I have been with Express Scripts for over 3 years and they were always customer oriented; this time I feel the supervisor was rude telling me I should pay attention before placing an order and I should know the old Rx will stay on system until expired.. That information is NOWHERE on any instructions or manual and it was NEVER provided to me by phone , mail or email. I am seeking an adjustment on the price from $175 (90 days supply) to $58 (28 supply); I want to also encourage the company to provide more detail and specific information to customers and show more emphatic since I felt the supervisor was blaming me like I Knew all the rules and this is a pricey medication
Business Response
Date: 09/19/2025

September 19, 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:09/03/2025
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 been going back and forth with this business for over 5 weeks. I have spent countless hours on the phone with this company. No one follows through with anything. They continue to say one thing & the next day something different. They then report they are escalating the case and the next day I am told about a different issue. They are withholding a much needed medication & playing some kind of game it feels like. No one has a clue how to do their job. One day the insurance approved & the next They say it didnt. Then they report the medication will be delivered in around 3 to 5 days and this has been going on for weeks. It is the most infuriating experience. I am also reporting them to the pharmacy board. The doctors office staff has also been in touch with them & reports never experiencing such difficulties previously with other companies. This company needs to be more professional, follow through & have more effective followers through.I also would like to note this would be ************************************************* a medication that was necessary for a terminal illness. I am concerned for others experiencing the same problems. It is going to cause them to have even more issues. This company should be SHUT DOWN.
Business Response
Date: 09/15/2025
September 15, 2025

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

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

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

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

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/03/2025
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 submitting this complaint to formally document and escalate ongoing issues I have experienced with Accredo Specialty Pharmacy and Express Scripts over the past two years. These issues have significantly impacted my health and finances and include:- Repeated billing errors and miscommunication between Accredo and Express Scripts - Extensive time spent on phone calls with representatives and supervisors, often exceeding an hour per call and occurring multiple times per month - Automated calls from Express Scripts indicating delays in medication shipments that contradict information provided by Accredo - A hospitalization in November 2024 due to missing two months of critical medication caused by billing issues - Persistent problems despite having copay assistance and debit cards, acknowledged by the copay program itself - A recent incident where a routine call lasted over 30 minutes and dropped, reflecting ongoing inefficiencies - Concerns about transitioning to a new insurance provider (*****) and the risk of further delays As a school leader, I understand the importance of efficient operations and ethical practices. The current system between Accredo and Express Scripts lacks coordination and transparency, placing undue burden on patients.I am also submitting this complaint to:- ********** Blue Shield (BCBS), through the ******************** Insurance Cooperative - Teacher Retirement System of Texas (TRS), which managed my insurance and prescriptions I am requesting that the BBB review this complaint and assist in ensuring these companies are held accountable for their practices. I am happy to release health information as well as permission to review phone call transactions in order to assist with this complaint.
Business Response
Date: 09/17/2025

September 17, 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 ****** ********-Bishops concerns are being addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/19/2025
They gave not given me a resolution. I have spoken with a corporate off person, but they have found yet another issue and am awaiting that call in the next week.
Business Response
Date: 09/25/2025

September 25, 2025

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

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

Dear ********************** is to advise you that ****** ********-Bishops concerns have been resolved.

We spoke with Mrs. *************** and discussed her concerns; however, we attempted an additional outreach to follow-up but have not been able to discuss this matter further. Should Mrs. *************** return our call, we will be happy to assist.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
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:09/01/2025
Type:Delivery Issues
Status:
UnansweredMore 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 are ridiculous! Assuming they can get away with doing whatever they want like most healthcare providers in pharmacies business. I finally decided to order through them due to my location and at first I got my orders fine, but when I had a doctor put in another script to fill for 90 days at a different dosage (due to my thyroid fluctuations) they IGNORED all the doctors previous requirements to have ******** which is what I HAVE to take and have taken for 3 years to just decide to send me a generic brand which I cannot take. Then they have the nerve to say they cannot take it back (yes even fully sealed with tamper proof packaging) and demand I still pay? No. No I am not paying for their mistake. They take it back or I dispose of it, regardless Im not paying for a useless medication. The ** # below is the last correct one they sent. The ones I got this month are incorrect ** ************
Customer Answer
Date: 09/02/2025
I have called and spoke to pharmacist who said that my doctor writing ******** is not good enough and they want the doctor to write can only disburse ******** play on wordsseriously? They just sent me ******** in July and now because its a diff dosage they try to slip in the generic version which makes me sick. Im already going through a lot with my thyroid levels and they are not allowed to just change it per the *** regulations effecting thyroid change and levels. They now have ANOTHER order of the same meds I CANNOT take and refuse to stop it stating I still have to pay! Knowing I cant take them and dont want them.
Customer Answer
Date: 09/04/2025
Another msg I just received from express scripts TODAY stating they just shipped ANOTHER medication after I already told them several times to stop as it is not the correct brand. I cannot use it, it has ingredients that make my hair fall out. Each time they ship it they are demanding I pay.

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Express Scripts is NOT a BBB Accredited Business.