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

1,454 total complaints in the last 3 years.
490 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:07/22/2025
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.
Express Scripts accessed my ***** funds without my knowledge or consent and withdrew $1996.54 on July 21, 2025. I am on ******** Part D and in stage 3 catastrophic coverage. (Means Aready Met Annual Out of Pocket cost). They use various names, Express Scripts, Evernorth, Enguide, Accredo, Wellcare etc and claim not to know what or why they are doing when questioned and transfer or disconnect. I want the $1996.54 taken without my knowledge on July 21, 2025 returned into my Healthwell Foundation *****.
Business Response
Date: 07/31/2025

July 31, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/31/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution because the funds were returned to my Healthwell ********** Grant account.

Sincerely,

****** ********
Initial Complaint
Date:07/16/2025
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.
I am taking a specialty medication that has to be ordered through an online supplier. Every month, in speaking with the ***resentatives, I confirmed a -0- balance due to co-pay assistance. I suddenly receive a bill dated June 15 for $771.50 for medication received in May. I called and spoke with a ***resentative who first suggested I speak with my insurance provider. I did and relayed the conversation back to Accredo. The Accredo *** then gave me a couple of numbers to call for additional co-pay assistance, which I did, but no funds were available. Now, I am being told that there is nothing they can do, I must pay the balance. I have dealt with the company for a few years now in helping a family member with their medication and they have always confirmed for me any balance due prior to shipment. Now I am being told that they can not do that and whatever the bill, it is my responsibility after the fact. I know I am not alone in saying people can not afford to do this. Thankfully I got my next shipment stopped because they told me AHEAD of time that it was going to be over $5,000....so apparently they can tell you sometimes but not others??? This is unacceptable!
Business Response
Date: 07/30/2025
July 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/30/2025
Complaint: 23609357

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

It states that they have spoken with me regarding the complaint. No one has contacted me nor discussed anything with me.

Sincerely,

********* *****
Customer Answer
Date: 07/30/2025
I have received a call. I consider this matter resolved. Thank you for your response
Initial Complaint
Date:07/15/2025
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.
We have been using express scripts through our ***************** for our sons medication so that we can obtain a 3 month supply, vs the one month supply we can get locally. **** does not deliver to our home - only ********** After over 10 calls to express scripts over the past 6 months (two deliveries), both pro active and reactive, we are still without medications on time. Although there have been countless assurances that our delivery method is correct and they know our child is running out of medications, they continue to have several errors per delivery and cannot tell me why. The latest delivery was to arrive 7/11/25, via **** It is 7/14/25 and I just received a text saying that it was shipped via **** today, which will not reach us. My son is suffering and I cannot get anyone with the ability to remedy the issue on the phone who actually understands and makes effective change.
Business Response
Date: 07/22/2025

July 22, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
Date:07/14/2025
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.
Accredo is my specialty pharmacy, partnered with another company called Express Scripts. I'm filing a billing complaint against Accredo. Every time I order my medication, I get a paper bill. When I log in to pay, it says I owe $0, yet I know I owe money!! When I call billing, every *** says the same thing: "Disregard the bill." *** I DO owe. I owe Accredo money and have a credit under $76 with Express Scripts. On 5/16/25, I spoke to McKayla, who said she could only see my balances by reviewing each date of service and looking at the specifics of each date. She claimed her team lead submitted a request to transfer my $76 credit from Express Scripts to Accredo, which would take 12 days. It never happened!!!I called again on 6/4/25same answer: wait 2 more business days. Still NOTHING.Called again 7/2/25spoke with ******, who escalated it. She promised someone from billing would call me in 2 days because they have to review each claim. Call reference #*******. I checked again 7/14/25still no fix.I want Accredo to correct my account! Im no longer asking for the credit to be transferred. I just want to pay what I owe. *** your ***s say they cant accept a payment unless a balance is showing, even though they can see I owe money when looking into the individual claims.This is beyond frustrating. I NEED my medication, but these billing issues make me hesitant to request refills. I expect resolution by 7/31/25. Ive been calling since April. Three months is more than enough time. I want a phone call confirming this is resolved and a full breakdown of my balance.I'm attaching a sample bill with notes from calls. This is only one date of service, there are more!!!
Business Response
Date: 07/22/2025

July 22, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/24/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:07/12/2025
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.
On 3 different occasions, most recent denials on the medication case opened on 6/26/25 and 07/09/25:My 14-year-old daughter was denied coverage for the prescription medication ********, even after her physician submitted documentation of medical necessity. The reason given was that she is under 16. This appears to be a blanket age-based policy and not based on her individual medical needs. We believe this may constitute age-based discrimination under Section 1557 of the ****** a PPO insured consumer, I pay my Bo-weekly deductions and do not agree that a 3rd party has a right to deny my child the medical care needed.
Business Response
Date: 07/22/2025

July 22, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/23/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied that the medication was finally approved and I am with this resolution.

Sincerely,

***** ***
Initial Complaint
Date:07/09/2025
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.
Express Scripts is a nightmare. I have already sent in a grievance letter which of course did not get a response. My asthma is severe and I require a rescue inhaler to breathe. It has been close to impossible to get my prescription filled through this company. I have never in my life had such difficulty in receiving my medications from any other pharmacy. Cigna demanded I switch to this pharmacy for my coverage to continue and it has been awful. The customer service is abysmal, where the agents have blamed me for not receiving my medications claiming I need to contact my doctor even though my doctor has sent in 4 PRESCRIPTIONS FOR THE SAME MEDICATION. Now, they claim I have no refills even though in their app I can see that there are multiple other active and unexpired prescriptions with multiple refills for the inhaler I need. In addition my husband has worked for ***** for over 7 years. They are negligent and intentionally declining refills on prescriptions. I have had to call them over 10 times in a few months to find out why I can not get my inhaler. Each time there is a new excuse and I am advised to call my doctor to get a new prescription sent in and each time my doctor complies and sends it to them, yet I still cannot get my drugs. 4 ACTIVE SCRIPTS and I still cannot get my inhaler that I NEED to breathe. Disgusting company, they should be ashamed and I advise anyone to avoid them at all costs, especially if you have medications that you depend on for your well being. I am now having to pay out of pocket for these inhalers from another pharmacy that filled with no issues, because Express Scripts refuses to fill prescriptions.
Business Response
Date: 07/29/2025
July 29, 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,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/31/2025
Better Business Bureau:

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

Sincerely,

********* ********
Initial Complaint
Date:07/03/2025
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 am requesting my medication be ordered. I have a valid insurance, prescription, prior authorization etc. and the pharmacy refuses to dispense my medication. I am over a month due for my treatment and if I do not receive it timely it causes medical issues in addition to sever emotional distress.
Business Response
Date: 07/24/2025
July 24, 2025

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

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

Dear ********************** is to advise you that **** Mosss concern has been resolved. The medication shipped via ***** Next Day Air that was delivered on July 8, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/24/2025
Better Business Bureau:

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

Sincerely,

**** ****
Initial Complaint
Date:07/02/2025
Type:Sales and Advertising 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 often get automated calls asking me for personal information. They have some information about a prescription of mine. And before they give me that information, they want me to confirm my identity. That involves giving them personal information. In this day in age, with all the scams out there, that is ridiculous. How can they possibly expect us to talk to an AI Voice and give personal information? I surprised anyone cooperates with this. I believe they need to STOP this behavior. Call me or send me an email or text with the information would work just fine.
Business Response
Date: 07/16/2025

July 16, 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 has been addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/01/2025
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 carry ******** Supp and Part D insurances through *****. Beginning in April ***** called and mailed numerous solicitations to transfer my pharmacy to ExpressScript (ES). I did so, but from the start, have had difficulties with the service and no effective redress: slow shipping of meds, poorly disclosed requirements for customers to maintain their own "bridge" supply of meds, "sludgy" customer service lines (agents cannot access records outside business hours, then have no authority and no desire to help customer resolve a concern), erroneous holds on prescription refills, rescheduled delivery dates, and no mechanism to help customers resolve routine problems like running out of a prescription.
Business Response
Date: 07/15/2025

July 15, 2025

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

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

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

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

At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager,Executive Correspondence
Customer Answer
Date: 07/16/2025
Complaint: 23543925

I have reviewed the business' response and am rejecting it because: I received a voice message on my home phone from "******" at Express Scripts approximately 2 weeks ago. I returned the call and was told that "******" was out of the office, but I was invited to leave a message and call back number. I did so, leaving my mobile number. Yesterday I received another voice message on my home phone, with an invitation to call "******." I have been in meetings all morning, and have been unable to return the call.

Express Scripts has no good faith basis to believe that the concern is resolved.

Sincerely,

******* ******
Business Response
Date: 07/16/2025

July 16, 2025

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

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

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

We spoke with Mr. ******* discussed his concerns and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/18/2025
I accept the business' resolution, but request that BBB note for its files that I continue to be concerned that the business is marketing its services in a deceptive way to elderly persons, and believe that the advertising practices of the business should be monitored by BBB, consumer advocates and industry regulators.
Initial Complaint
Date:06/30/2025
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.
I am writing to formally file a complaint regarding this pharmacy's recent attempt to charge me for a copay amount that should be fully covered under a copay assistance program for my prescribed medication (Nemluvio).According to the copay assistance programs terms, your pharmacy is required to bill on a monthly basis. However, you improperly billed for a full 90-day supply, which led to a rejection or delay in coverage. Despite being made aware of this error, your pharmacy has failed to adjust the billing method to align with the programs requirements.When I contacted your office today to resolve this issue, I was told to call the copay assistance program myself. I followed your instructions and spoke directly with the copay assistance program. They clearly stated that it is your responsibilitynot mineto contact them and coordinate billing corrections, as patients have no control over how a pharmacy submits claims.Your refusal to engage with the copay assistance program to correct your billing error is unacceptable. Furthermore, during my call today, after it became clear that your representative could not understand the issue, my call was abruptly disconnectedthis is not only unprofessional but deeply frustrating and inappropriate.I want to make it clear that I should not be held financially responsible for a mistake that lies solely with your billing practices. I request that you:Immediately contact the copay assistance program to rectify the billing issue.Re-bill the medication correctly in accordance with the programs requirements.Remove any outstanding balance from my account related to this billing error.Please consider this a formal notice that I dispute any copay amount you are attempting to charge in connection with this issue. I expect confirmation in writing that the billing has been corrected and that I will not be held responsible for any portion of the cost that should have been covered.
Business Response
Date: 07/03/2025

July 3, 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 Mr. *** discussed his concerns and this matter is considered closed.

Sincerely,

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

Customer Answer
Date: 07/03/2025
Better Business Bureau:

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

Sincerely,

***** ***

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Express Scripts is NOT a BBB Accredited Business.