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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

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,558 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/11/2025

      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.
      To whom it may concern,Good morning. This is Yu Qin, a NJ residence from ********, *************. I am a Leukemia patient using Express Scripts/Accredo specialty pharmacy. I am relying on a medication to cure the disease. However, recently Express Scripts/Accredo dealt my prescription in improper ways and placed a significant balance of over $21504.44 on my account despite that my insurance has a max out-of-pocket protection of $10,400. I have been contacting them to fix the issue, but they just pushed me back-and-forth between their different departments. The balance is still pending, and I couldn't do any future refills which is vital to my life. I think this is a significant mispractice by the insurance entity: Express Scripts and the Specialty Pharmacy: Accredo. I am seeking help and suggestions from you to solve the issue. To provide more details, I've attached a detailed statements with greater details and all my efforts to solve the issue. And a supporting document is also included for your reference. I will be very happy to provide any additional materials if necessary.Sincerely appreciate your attention and help. Have a good day.Regards,

      Business Response

      Date: 06/24/2025

      June 24, 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 Yu Qins concern is being addressed. 

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

      Sincerely,




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

      Customer Answer

      Date: 07/02/2025

      Better Business Bureau:

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

      ** ***

    • Initial Complaint

      Date:06/10/2025

      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.
      I received medication form this Accredo pharmacy through express scripts which is through my health insurance connected to my job . They took 481$ off my card that was on file and told me they sent back my refund to a card that isnt my card . They took money off one card and didnt add the refund back on to the card it was taking off of and they are still telling me they issued the refund and Im telling them I dont have it its not in my bank account I am looking for help with this issue because 2 months too long thank you

      Business Response

      Date: 06/24/2025

      June 24, 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

    • Initial Complaint

      Date:06/09/2025

      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.
      On April 28 my wife had her Rx's shipped. When the tracking stopped updating, I called E Scripts only to be told that we had to wait 30 days before they could replace them. After 31 days they still did not arrive, so I had them resent. The same thing happened again. June 2nd shipped, made it to the same PO in ****** and then stopped moving. I know the post office is stealing them but this company will not assist with filing criminal complaints or offer any solution to provide your prescriptions until 30 days have passed. She's been out of her meds for 7 days now and this company will not do anything about it and even blamed us for shipping **** (I did not know there were options). They have the shipping agreement with the **** and could assist but instead they read a script and apologize while basically say oh well you are on your own.

      Business Response

      Date: 06/13/2025

       

      June 13, 2025




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


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


      Dear ********************** is to advise you that ***** Hackimers 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.  ******************* have additional questions or desire any further explanation or information, we can be contacted directly at **************.

      At this time, this matter is considered closed.

      Sincerely,




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

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:06/07/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 5, 2025, I received a text message from Accredo Specialty Pharmacy stating that a ***** prescription was ready. I immediately called Accredo as soon as I received the notification because this shipment had already been canceled and was not authorized.During that June 5 call, which should be recorded, I:Asked how the prescription had been processed without my consent. They claimed my doctor sent a new prescription, yet I was never notified to schedule the shipment. They dont even have my last name spelled correctly. Reiterated that I had canceled the order days prior Was explicitly told by the representative that the order would be canceled and the shipment stopped On June 6, I received a notification that the shipment had been successfully delivered to my doctors office. This occurred despite my immediate call and the verbal assurance that the order was canceled.This conduct is both deceptive and financially dangerous.Additional context:Accredo received the original ***** prescription and prior authorization on May 15, 2025, while I was still covered under Aetna They failed to initiate the New Patient intake process or contact me in a timely manner When I called to move things forward, I was told the PA had not been received. I had to provide the PA Approval number myself They continued delaying the order, so I canceled it. A representative confirmed the cancellation I flew out of state on June 1 due to a personal emergency On June 5, I received the shipping text. I immediately called to stop it and was assured the order was being canceled On June 6, I was notified that the package had been delivered My Aetna coverage ended on May 31. I have not and will not be bullied into paying for a month of COBRA for a drug I cancelled and did not want to receive. This is unacceptable. I am also a ******** recipient under ****** with rights against unauthorized and coercive billing practices.

      Business Response

      Date: 06/13/2025

       

      June 13, 2025




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


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


      Dear *********************** you for bringing this matter to our attention.

      This is to advise you that ***** ******* Obesos concerns have been addressed. 

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

      Sincerely,




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


    • Initial Complaint

      Date:06/06/2025

      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.
      Sent payments, called at least 6 times they say they are researching this, They never ask for copies of checks, they finally gave me a email to send copies to. Which wasn't correct. This happened in April, and still no credit. I put the invoice number on check instead of my members ID, but I still think they could locate the payments. I've even tried calling ***************, they won't talk to me. I think this is ridiculous that nobody has a clue of is aple to locate this money.

      Business Response

      Date: 06/13/2025

       

      June 13, 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 ******* Doonans concern has been addressed. 

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

      Sincerely,




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


    • Initial Complaint

      Date:06/05/2025

      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.
      I have metastatic breast cancer and was prescribed ******* Im May 2024. I received one month supply from the oncologist pharmacy and then had to switch to ACCREDO so my *************** would cover it. That took multiple phone calls to just get the ******* in my ACCREDO account. For the past year, approximately every 2 months my Rx is delayed for some random reason and I have to spend 1-3 hours on the phone to get it refilled. On May 19 talked to ACCREDO for over and hour before they agreed to fill the Rx. I wasnt notified by ACCREDO that Rx would arrive June 3. On Jun 4 I got email from ACCREDO my Rx had been delivered. I didnt have it. Called *** and they said my shipment had been recalled by the sender (ACCREDO). Called ACCREDO and no one could tell me why my Rx was sent back to them. Now Im at risk for missing a dose because someone there decided that I didnt need that life saving Rx. When I told the agent the issue she was apologetic, as every agent there is. But could not guarantee that my Rx will arrive before I miss a dose on Sunday. Last month my Rx was 2 days late. This is not a drug that you can just skip whenever. This is a specialty pharmacy. All they deal with are cancer patients and others with significant medical issues. I ordered this on 5/19. If they had shipped it in a couple of days I still would have received it a week before I needed it. I feel pretty good considering I have to take this Rx. However I really feel for the patients that dont have the strength to deal with this. This company does not stand by its core values. Patients first. They transfer their patients to anyone next in line with no regard for what has been discussed. I also cannot even see invoices for the Rx. ACCREDO directs me to Cigna who directs me to ACCREDO.

      Business Response

      Date: 06/13/2025




      June 13, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 06/16/2025

      Better Business Bureau:

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

      ***** ****

    • Initial Complaint

      Date:06/05/2025

      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.
      Subject: Grievance Regarding Unauthorized HSA Card Charge for ****** Prescription Order #*********To Whom It May Concern,We are writing to formally file a grievance regarding an unauthorized charge of $1,949.34 made to our Inspira HSA card ending in 2399 by Express Scripts on April 25, 2025, for a prescription of ****** eye drops (Rx# ************, Order# *********).This prescription was for ****** ****, following cataract surgery and the development of dry eyes. ****** was prescribed by her ophthalmologist as a treatment, but it was not covered by our insurance. We did not authorize Express Scripts to fill or charge us for this prescription, and we are extremely concerned by how this transaction was processed without our informed consent.I have contacted Express Scripts' customer service at least 15 times since this transaction, and unfortunately, we have received conflicting and inconsistent explanations:Some representatives claimed the authorization was given via email or the app, but no proof has been provided to support this. Case # RTL *******; #RTL4908884We were told the transaction was authorized on April 19, 2025, but our records show we did not log into the Express Scripts app or website on that date. Our last login was on April 17, ******* is highly unlikely and unreasonable that we would knowingly authorize a nearly $2,000 charge for eye drops(artificial tears), especially without clear and transparent approval procedures.We have repeatedly requested to escalate this to a Level 2 supervisor, but our requests have been ignored or denied, and we are continuously redirected without resolution.Sincerely,Shilpa *******: BBB

      Business Response

      Date: 06/13/2025



      June 13, 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 Shilpa Naiks 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:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a prescription #************ that has 3 refills remaining. I have had issues getting the scrip filled because I take this medication in 80 mg. This is for 60mg - I have an additional scrip for a 20 mg. The first issue was that Express scrips filled it as take 4 20mg daily. My ** changed it to take 1 60 mg and 1 20 mg. Express scrips **ug their heals at this and insisted that I take the 4 20mg before they would refill. I take 17 pills per day and its a struggle. To add an additional 3 pills to that is not healthy for me.That issue was fixed by a one time fill of the 60 mg in a local store. Then Express scrips hounded me about switching to mail in delivery due to a cost savings. Fine, I switched it ******** Express Scrips isn't filling the scrip because it needs to hear from my doctor that it's ok to switch to delivery. My ** retired in April and is therefore not available to answer this request. It should not be up to my ** how I receive my medication. I am currently out of the 60 mg and am resorting to taking 4 20 mg . However that isn't a workable plan because I am going to run out of my ******** medication is very important to me. It should be a routine that shouldn't change unless agreed upon by my ** and myself NOT Express Scrips. Express Scrips has horrible customer service. It's authoritarian control on how and when I receive my medication is absurd. This type of control contributes to the mentally ill coming off of medication because this control causes undue stress. Please help.

      Business Response

      Date: 06/13/2025



      June 13, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:06/02/2025

      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 did not use their own criteria for approving my medication and uses pharmacists to do a physicians job. They denied coverage for 6 different medications for diabetes. I met all of their criteria 5 months and 6 denials ago. The last medication that was denied for coverage was ******* with ********* as a suggestion. If ES would have looked, they would have known that they paid for my ********* prescriptions for 4 1/2 years. The excuses used to deny me was a litany of the form wasnt filled out correctly, the doctor didnt use the right form , the doctor didnt indicate you had type 2 diabetes, etc. They ended up just saying not medically necessary. I met their own criteria from the get-go and I had them to send every form that my physician sent to Express Scripts. My doctor sent the correct form with the necessary information that would meet prior authorization standards of Express Scripts.

      Business Response

      Date: 06/13/2025

       

      June 13, 2025




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


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


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

      Sincerely,




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


    • Initial Complaint

      Date:06/01/2025

      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 have been without my medication for an ongoing treatment for over a month due to disruptions, delays, incompetence, and a ******************** between different departments within Express Scripts. I was prescribed ******** last year and Ive been taking it for four months. A month and a half ago, I initiated the process to get a new authorisation for this medication from Express Scripts for ********, which is a covered medication under my plan. Since then, I have been on at least a dozen of calls with Express Scripts with many calls lasting over two hours each and with some being three-way calls between myself, the doctors office an Express Scripts with no resolution in sight. Express Scripts does not provide clarity and requirements for prior authorisation and feels like intentionally caused delays!! The last three-way call was May 28 with the doctors office and Express Scripts prior preauthorisation department, where the representative from Express Scripts confirmed to the doctorss office that the paperwork received from them was complete, nothing else was needed and the case finally was going through the approval process, which was noted in my medical record by the doctors office. On May 30, I received a notification from Express Scripts that preauthorisation was denied. When I called and asked why it was denied, given that it was an covered medication under my plan, I was told its because the authorisation department could not reach the doctors office, and since the case was denied, the doctorss office will need to do an entire new submission for another prior authorisation, and this is after everything and a month of waiting!! EXPRESS SCRIPTS CAUSES HARM TO PATIENTS BY DELAYING APPROVALS FOR PRIOR AUTHORISATIONS!!! How regulatory agencies allow this company to exist?? if this were a heart medication, I might have been dead already due to a lack of accountability, clarity, coordination within the company that its responsible for patient care!!!

      Business Response

      Date: 06/13/2025


      June 13, 2025




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


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


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

      Sincerely,




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

    Express Scripts is NOT a BBB Accredited Business.

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