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

Customer Complaints Summary

1,556 total complaints in the last 3 years.
454 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:09/06/2025
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:09/03/2025
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:09/02/2025
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.
Initial Complaint
Date:08/31/2025
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.
My prescription plan (Express Scripts) required me to change my necessary maintenance medication- ****** - (filled by Accredo) to a bio similar. I had no issue with that. The first RX was approved with a shipment received, but then denied for future delivery. The reason given was the authorized alternative under my plan was Simlandi. That medication was eventually denied with reason being that my plan didnt cover bio similars and a ****** RX needed to be submitted. That was denied because it wasnt a preferred medication like ********** Adbm or Simlandi. Both of which they had denied. Please see the attached documentation which includes our notes and the corresponding screenshots from express scripts and Accredo backing up everything noted. There are also the call logs for both my wife and I trying to resolve this issue that will only negatively impact my health more and more as time goes on as they are not working on any medication for me to replace ******.
Business Response
Date: 09/18/2025
September 18, 2025

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

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

Dear ********************** is to advise you that concern has been **** Crochets has been resolved. Mr.Crochets medication shipped via *** Next Day Air that was delivered on September 4, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:08/30/2025
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.
Express-Scripts (ES). They have been sitting on my Mounjaro order for at least three weeks and i have been without this medication for two weeks. This medication has become essential to me but it is expensive and (ES) doesnt seem to want to hold up their end of the bargain. Their customer service is AI (no offense) but you can speak to a human (whose first language is not English so there is a barrier). No shortage notice has been issued, just delay and obfuscation
Business Response
Date: 09/18/2025
September 18, 2025

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

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

Dear ********************** is to advise you that ******* ****** concern has been resolved. ********* medication shipped via *** Next Day Air that was delivered on September 3, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/18/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:08/29/2025
Type:Service or Repair 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.
My complaint involves the following complications: overcharging on price-capped inhalers, and blocking prescriptions for local retail fill when the prescription ordered is a month late.
Customer Answer
Date: 09/02/2025
Express Scripts is currently charging $225.00 for 3 Spirva inhalers and another $225.00 for the ************ inhalers. Both *** ***** and *** capped the out of pocket price at $35.00 per inhaler.
By accident, my most recent prescription was sent to ******* instead of Express Scripts and the price at ******* was $35.00 per inhaler, not the $75.00 per inhaler ($225.00 for 3) that Express Scripts is charging.
The price cap was put into effect last year. If I remember correctly, Express Scripts sent a letter that they would no longer accept manufacturers coupons; however, this is not a coupon situation.
Initial Complaint
Date:08/29/2025
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.
Accredo has been providing the ************ (chemo) prescribed to treat the cancer being experienced. This cancer is an aggressive type, chance of survival after 2 years is 25%. We switched from insurance to ******** on July 1st and as of today (August 29th), Accredo informed the prescribing doctor they are refusing to send the necessary medication until they receive payment from ********. Accredo made no effort whatsoever to communicate this to us. The patient even signed a payment voucher stating payment would be covered which Accredo acknowledged receiving. Accredo is putting the life of a cancer patient in their hands and making the decision to assist in killing her for fear of lack of payment. Our doctor constantly informs us the importance of taking this medication at the designated dates. Accredo needs to be held responsible for purposefully allowing these dates to be missed.
Business Response
Date: 09/18/2025
September 18, 2025

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

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

Dear ********************** is to advise you that **** ********** concern has been resolved. Mrs. ********** medications shipped via *** Next Day Air that were delivered on September 4, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/23/2025
Complaint: 23815855

I have reviewed the business' response and am rejecting it because:
Accredo's response to this complaint is nothing more than an unprofessional attempt to hide and defend their mistakes rather than resolve them. In this case, Accredo delayed shipping chemo to a cancer patient due to their to administrative mistakes, and they are now trying to ignore and avoid the repercussions. The unprofessional, irresponsible and disrespectful actions and responses from Accredo proves the necessity to obtain a mediator. This case is not closed or swept under the rug as Accredo would wish. This case will be directly addressed and solved with hopes the next cancer patient isn't treated with this type of disrespect and unprofessionalism.

Sincerely,

**** *********
Initial Complaint
Date:08/27/2025
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 am reporting Accredo pharmaceutical specialty insurance company. Initially I was on ****** then at the end of January I was told my prescription drug coverage changed, and my medication was no longer approved. It took almost 3 months to get approved and receive a biological equivalent (Hymiroz). This was approved until May 2026. At the end of July for my August 2025 delivery of Hymiroz I again was told n this medication was now no longer covered. Coverage changes continue to happen within the plan year without any sort of notification or communication. Once again my medication was changed to yet another biosimilar biological this time *******. Numerous calls have been made. Ive been told my new medication required another prior authorization which would take 1-2 weeks. I call again and am told it currently under review by a pharmacist and cannot be shipped until review processed. Another week transpires and now I am being told that insurance must be verified. After many attempts to have my medication shipped by Accredo it still has not been fulfilled. Ive been told told it was being escalated. But wait.. that was escalated to the pharmacy not the insurance approval team. It will now be escalated to them. Oh and call back in two days to escalate it to the fulfillment team. I have now missed 3 doses and am on the verge of miaaig a 4th. My RA continues to flare and am in constant pain. Further damage is occuring to me physically and Accredo simply wants me to speak to a pharmacist who simply tells me to take ********* or ************* use heating pads or ice packs to reduce ******************** Each time I call (5 times) I am given a different reason for the delay and told to call back in X number of days. The agents definitely need more training. I still don't have the medication.Accredo has failed to supply my medication in a timely manner, leading to pain and worsening symptoms. I was doing well on the medication prior to this.
Business Response
Date: 09/09/2025

September 9, 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. ********* and discussed her concerns; however,we attempted a second and third 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:08/26/2025
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.
my healthcare provider prescribed me a nasal spray. She sent me home with some samples so I figured I would try those to see if I liked them before filling the prescription. I went out of town for 2 weeks and when I came home I saw that the medication had been delivered from express scripts along with an invoice. I did not consent to having this sent to my home or to pay the $76 copay. When I called, I was told they tried calling once but I did not pick up. I don't always pick up for strange numbers. I did not talk with them on the phone, and I did not receive a text or email from them to confirm the prescription or consent to paying the copay. When I called express scripts, I was told I could not return the medication for a refund. I spoke with 4 different supervisors and was not given any resolution. I was told they did not need my consent to send the medication or for the copay. When I called my doctor *** sent the prescription, she said express scripts are not allowed to send the medication or charge me without my consent via text, call or email. This feels predatory and my only option is to pay for it or have it go to collections and affect my credit score. I did not consent to have this medication sent to me or to pay the copay and express scripts has no evidence of any consent. Had i known the cost ahead of time, I would have declined it.
Business Response
Date: 09/16/2025
September 16, 2025

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

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

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,

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

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.

Important information

Complaints

Find a Location

Express Scripts

Express Scripts

Accredo Health Group

Medco Healthcare Products Inc

Express Scripts

Customer Complaints Summary

If you've experienced an issue

Sort by

Complaint status

Complaint type

Initial Complaint

Business Response

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Customer Answer

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Customer Answer

Initial Complaint

Business Response

Customer Answer

Initial Complaint

Business Response

Initial Complaint

Business Response

Express Scripts is NOT a BBB Accredited Business.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Express Scripts is NOT a BBB Accredited Business.