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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

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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

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,554 total complaints in the last 3 years.
    • 484 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      Type:Billing 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.
      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:
      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 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:07/16/2025

      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.
      For my ******* medication, there is a high copayment cost which I wanted to pay using my credit card however the costs were paid using a copayment assistance debit card instead of my credit card without my knowledge or consent. I was not given the option on how to pay for the medication. When I found this out I asked for the copayment card to be removed and no longer used and made a payment to my credit card in April for $6,241.55. This too was later reversed in May without my knowledge or consent. I have called to have the billing corrected but my request was denied even though I never authorized the payment reversal. I am requesting that the copay assist be removed from my account and the last copay assist transaction be reversed and credited back and the original charge to my credit card not to be reversed. I understand this will leave an outstanding balance of $6,241.55 on my account which I would like paid using the same credit card as before. It is very important to me that this be completed as soon as possible.

      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 **** Fowlers concern has been resolved.  We contacted *** ******,discussed his concerns, and this matter is considered closed.  

      Sincerely,




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



    • Initial Complaint

      Date:07/15/2025

      Type:Delivery 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.
      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:
      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.
      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:07/14/2025

      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.
      On April 25th, 2025, Express Scripts denied my second-level appeal. I was told to file for an external review, which I did on 4/25/25. I did not hear back within the 45-day time frame I was told I would hear back in. When I called back in early July, I was told that the documents that **** (the external review company) had requested from Express Scripts were never sent. I was able to get this expedited on July 7th and received a notice that I was not eligible for an external review today. The medication that my doctor prescribed to me is an ***-approved treatment for severe sleep apnea, which I have. There are also other health benefits, which I have seen since beginning the medication and paying out of pocket since October. I have not been able to buy my prescription because the out-of-pocket cost is $650 a month, and my wife recently lost her job. I have not been able to take it since May because of this. The benefits of the medication have diminished because of how long I have been without it. I have been told that the medication is not covered under my insurance plan, but I have coworkers who are on the exact same plan as I am who have been able to get coverage approved for it. I would not be nearly as upset if that were not the case.

      Business Response

      Date: 07/23/2025

       

      July 23, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:07/14/2025

      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.
      I am on ******* for treatment of plaque psoriasis. I have been on these medications for 15 plus years and each year that I have had Express Scripts is a nightmare. The process to get approval each years takes multiple weeks, even months for approval with daily calls. I have in the past relapsed so much that I have had to get my HR department involved to give me special refills to bypass insurance. This year, I had the same issues, they finally approved and received one dose in April 2025, it is now time for my refill and I have been told that they need to do the prior authorization over again. How is it that I have to wait on a refill that has already been approved? This company constantly plays games with peoples health. I believe they need to be investigated for their shady practices.

      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 Gyneen Boudreauxs 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:07/12/2025

      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.
      Express-Scripts created to approvals for a drug that I have been prescribed for a disability that approved the coverage in both April 2025 and June 2025 to cover me through said months in 2026 respectively. When I tried to place an order, they declined the drug shipment stating that the "drug is not covered" even though these approvals were in good standing. I have then received multiple pieces of paperwork stating that the drug is not covered starting July 1, 2025, but the fact that they approved it in April and June of 2025 for the remainder of the year and into 2026 indicates that they intentionally didn't tell me this was going to get cut off completely as they had said nothing about that. I am now forced to miss drug doses on these medications because of their failure to ship and their approval of something they must have known was going to be hard-cancelled on me in less than a month was not mentioned nor remedied. I pay them to take care of me, not play doctors for a disease they know nothing about suffering from. I even spoke to higher level people from Express-Scripts about this exact issue, and they never once said this was going to be fully cut off like this. This company should be shut down.

      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 ******* Pannamans 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:07/12/2025

      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.
      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:
      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.
      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,

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

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