Complaints

This profile includes complaints for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Express Scripts

  1 Express Way Saint Louis, MO 63121-1824

• 

  Express Scripts

  PO Box 21773 Chicago, IL 60673-0001

• 

  Medco Inc.

  653 Kingsley Ave Orange Park, FL 32073-5467

• 

  Merck-Medco RX Services

  PO Box 747000 Cincinnati, OH 45274-7000

• 

  Express Script

  PO Box 5555 Scranton, PA 18505-5555

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:05/31/2025

  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.

  If you care about your employees, don't use Express Scripts for medication coverage. It takes them seven full days to fill medication through mail order then another seven or eight for shipping. They only offer you one week of medication to cover waiting two weeks for the refill through mail order. They determine how many pills you get a month, not the doctor or pharmacist. They give many different scenarios to correct this and say the last customer service *** had made a mistake or misspoke. First I was told to have my doctor call a certain phone number then I was told the phone number didn't exist. I've had express script for 3 years with zero problem resolution. It's easier to just pay cash than use this company.

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************* 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** ********
  
  
  Dear ********************** is to advise you that **** Hagermans concern has been addressed.  We made attempts to reach Ms. ********* however, have not been able to discuss this matter with her.  ************************* our call, we will be happy to discuss her concerns.  At this time, the matter is considered closed. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:05/30/2025

  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.

  DR. ********* wrote me a prescription for my chronic kidney disease May ******* , to be sent to ********* pharmacy. I have called and my *** has complied with all the docs they need. They finally called me after 5 calls this month and said your claim is denied, wait for a a letter in the mail an then appeal. I am a heart transplant patient and I pay HAP ****** a month. Why can't I get my prescription? At this rate my kidney function is failing each day I wait. This is insane. The wait time and them telling me wait . I need 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 ****** ******** concern has been addressed. 
  
  We have been in contact with Ms. ******* and will remain in contact through completion. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 06/14/2025

  Complaint: 23400233
  
  I have reviewed the business' response and am rejecting it because: The company has not resolved my complaint for my prescription, at all. They have not followed up with y physician in a timely manner.I still can't get my prescription.  I think they should be more precise, when communicating with my *** *** has provided my diagnosis and the reason why I need the medication. If they need all my lab work or other material, they should request it. My first denial letter was because, The medicine wasn't covered for my condition. The second denial was because the condition they said, the condition my *** listed that was covered you are denied. Denied first for a condition that the medicine doesn't cover, and denied a second time for a condition the medicine covers. Plus ,I was told I would have to start the appeal process all over again. In the mean time my kidney health is deteriorating. So,no my complaint has not been resolved ******.
  
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/24/2025

  
  
  June 24, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** *******
  
  
  Dear ********************** is to advise you that ****** ******** concern has been addressed. 
  
  We contacted Ms. ******** discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

  Business Response

  Date: 06/25/2025

  June 25, 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. ******* again, discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:05/30/2025

  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.

  My doctor submitted a prescription. They denied it. My doctor appeared they denied that I appealed and they are pretending that they never had my appeal until on May 22nd that they are reunion it.

  Business Response

  Date: 06/19/2025

  June 19, 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. ***** provided the outcome, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:05/30/2025

  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 was just contacted by Cigna/Express Scripts regarding an order to be ********* the first few seconds I am asked to provide some information. The question goes as asking me by name, then asking me if this is "HE".Assuming someone's gender is a blatant civil rights violation. It definitely should be handled better than this.After I submit this complaint, I will be doing some research to see if any civil rights lawsuits have been levied against Cigna/Express Scripts to date regarding this ************* the least, the resolution to this complaint should include the revision of CES's greeting message

  Business Response

  Date: 06/12/2025

  
  
  June 12, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** *********
  
  
  Dear ********************** is to advise you that ****** ********* concern has been resolved.  We contacted *** *********,discussed his concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  

• Initial Complaint

  Date:05/29/2025

  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 first contacted Express Scripts customer service around May 16 about transferring my prescriptions from another pharmacy. I was told that they would call the pharmacy to receive the prescription. I received a voicemail stating that the transfer was successful. A week later, I noticed no new updates in the online portal so I called again on May 21. I was told that the transfer was not complete but that they would call the pharmacy to initiate transfer again. They told me I would receive an update. I did not receive an update so I called again on May 29. This time, I was told by a separate customer service agent that the information I received from the first two calls was wrong and that they needed to call the doctor. I did not receive an explanation or remediation as to why I was given incorrect information twice, thus wasting weeks of my time. I declined to continue working with this pharmacy as they clearly are not competent, capable, nor transparent in their dealings. I would like acknowledgment of receipt of this complaint and an explanation as to why I was lied to repeatedly and how it will be prevented for future customers.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******** *******
  
  
  Dear ********************** is to advise you that ******** Dempseys concern has been addressed.  We contacted *** *******,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Express Scripts and its affiliated insurance provider, *****, regarding repeated and unjustified denials of authorization for a prescribed thyroid medication.I have attempted to obtain approval for a desiccated thyroid medication, which my healthcare provider prescribed based on my medical needs. Despite multiple requests, the authorization has been denied, with the justification:The authorization request did not meet the criteria for approval. Reason: There is no indication the patient meets one of the following: 1. Patient has tried one ************* product (for example, *************, *********, *******) -and- one other desiccated thyroid product (for example, Adthyza, NP Thyroid).This statement is demonstrably false. I have taken the following medications over the course of my treatment:************* ******* NP Thyroid This clearly meets their listed criteria. Cigna and Express Scripts already have this information on file as part of my prescription history. Despite this, they are placing an unnecessary burden on my healthcare provider to resubmit documentation they already ********** a result of this bureaucratic failure, I have been forced to pay for the medication out-of-pocket for the past two months.I am requesting that the BBB investigate this matter and urge Express Scripts and Cigna to approve my medication immediately, given that I meet the established criteria. I also request that I be reimbursed for the out-of-pocket expenses I have incurred due to this unjustified denial.Thank you for your attention to this matter. I am available for any additional information or documentation you may require.

  Business Response

  Date: 06/05/2025

  
  June 5, 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:05/24/2025

  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.

  My BOARD-CERTIFIED Physcician prescribed Wegovy for me. Apparently his medical jugdement was insufficient for these folks, and EIGHT DAYS later they declined it because he conservatively wrote "weight loss" but my charts also clearly show that it's not for recreational purposes. In fact my records show (see suppoorting docs) I have had past myocardial testing for concerns, cholestoral that is so high they are concerned about the crdiac plaque build up, and even that my MOTHER (birth, I was adopted) DIED OF DIABETES. BUT their denial for this was an undue burden of me spending a whole week calling them, them making my doctor SEND TWO DIFFERENT authorizations and still they only looked at one. The denial said I could request an "urgent" appeal by calling and would hear w/in 72 hours. I have it on a recorded call (I dicsclosed it was recorded AND am in a 1-party consent state) that "appeals are closed for the weekend; I am not trained in appeals" so I could NOT appeal and have an answer in 72 hours.) I am now forced to get on a flight across the world with NO ACCESS to a med that might help me survive the summer and more. I should NOT have to share ALL MY RECORDS with a corporation. I work for a state agency and this company hardly covers generics these days. They denied my 90 days of ****** in the past. I had to take a harder drug for that. But this one costs $4K retail, and "weight loss" is because of my HEALTH COMPLICATIONS! I am filing numerous appeals and complaints but Tuesday is my last day in the country and without this med (we tried all the others), I am TERRIFIED of a medical episode before I return for more tests. THIS SHOULD NOT BE ALLOWED!

  Business Response

  Date: 06/19/2025

  June 19, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ******
  
  
  Dear ********************** is to advise you that ***** Tyrells concern has been addressed.  We contacted Ms. ******* provided the outcome, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 06/23/2025

  Complaint: 23375010
  
  I have reviewed the business' response and am rejecting it because:

  I am out of the country and asked them specifically not to call me as that would cost me money. Apparently someone at Express Scripts found an old phone number I have on ****** Voice and left a message there--which I did not SEE until this weekend??? In it (it was a text that came to me and NOT my number on file, showing their games), they said I was granted an appeal. I WAS NOT. I never ever once at all in any manner was allowed to write down my appeal, to speak with a person who could take my appeal. I don't want a hearsay "appeal." This is actually unethical at best, illegal at worst. 

  I have opened a filing with two states' insurance commissions but will pick up action when I return from my business trips. Further, the egregious unethical and controlling manipulation with which this organization behaves should be a red flag to everyone everywhere considering their (lack of) services. I am forced into using them. I NEED this medicine or one like it. 

  My doctor has now prescribed one even better with a similar ingredient. Guess what? IMMEDIATELY Express Scripts said NOPE. We don't cover it. I am supposed to find $1300 a month. Magically. While these executives do not allow me a real appeal, call me on old phone numbers, and lie to the BBB. I will let them continue  but they are messing with someone who has a mastery of rhetoric, and
  who cannot afford to get her medicine. They are messing with someone who is being forced by her job to use ONLY Express Scripts and not allowed to decline insurance. So I am in it for the long haul. If I have to take this to the Supreme Court, I--and many with me--likely will. I am tired of working 60 hours a week as an EDUCATOR to be denied medical care and lied to by corporations. I am in ******* and a doctor here (with consent and knowledge of my US doctor) prescribed me the same med I have waiting in the ** for $1300 a month). The EXACT MEDICINE. It was 117. This is criminal. I am a cash patient here. No supplement. This is criminal. Express Scripts should be matching this. If they would, the manufacturer would allow me to pay $25 a month for the most recently prescribed version MY DOCTOR prescribed, but Express Scripts ios playing doctor. I CANNOT LIVE ON $1300 less a month. But with this med I am getting healthy FINALLY! I can breath better and my heart is stronger. They will let me die first. 

  I won't let that happen.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/30/2025

  
   June 30, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** *******
  
  
  Dear ********************** is to advise you that ***** Tyrrells concern has been addressed.  Ms. ******* was contacted and provided the outcome.

  Should Ms. ******* have any additional questions or desire any further explanation or information, she can contact our office, and we will be happy to discuss her concerns further.

  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 07/08/2025

  The company keeps saying they contacted me and addressed this complaint but they are not being forthright. They never honored my right to appeal, nor addressed the second medication. I teach rhetoric and they are masterful with circular reasoning. I suppose since you, BBB, allow this, I will begin again with the new med. BUt I will not cease. My BODY needs medical help. Period. I am suffering and they are tasked with helping. They are practicing avoidance, legally. I will not stop--legally. 

  I demand my access to medicine I need without consultation with my physician. PERIOD. They did NOT respond to me in a manner I could respond to them. Period. In fact, they tried everything to make sure I did not hear from them. 

• Initial Complaint

  Date:05/23/2025

  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 call and spoke with representative 05/23/25 2:58 Pm Called and spoke to representative to address that I cannot get my prescriptions filled for my some of my son's medication. They previously stated needed to switch to ************************************************************************************ to go to another national chain/pbm or use their mail in order pharmacy. The representative I spoke to laughed at me condescending when I asked why this was the case why I couldnt pay a little more and still use the same local pharmacy in my neighborhood. At first he told me the pharmacy i was using was not in network which i told him i was on the site and could see clearly that it is in network. Than he told me that I had to use another PBM or ********* and cant use local pharmacies for my medicines other than courtesy fills. Again i informed him i get all my medicine filled at ******. That representative transferred me to supervisor, who acknowledged that they choose which prescriptions can be filled at which pharmacies. Couldn't give me a reason for why only two national chains for some but not any others. I informed this is really disappointing that they are not considering the customer and making it more difficult to get prescriptions. I offered to pay a little more to have it filled at local pharmacy they stated no some scripts have to be filled at their national partners. They should have made it very clear from the sign up that they don't support local pharmacies outside of a few prescriptions and are going to steer you toward only large national brands

  Business Response

  Date: 06/04/2025

   

  June 4, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** *******
  
  
  Dear ********************** is to advise you that ****** ******** concern has been resolved.  We contacted *** *******,discussed his concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:05/23/2025

  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.

  Accredo specialty pharmacy is exorbitantly medically negligent. My prescription was sent over by my doctor on 5/13 after being cleared by my insurance company. Accredo has held my prescription in pharmacist verification for over 10 days now with no real explanation. On 5/15 I called in to get my prescription expedited due to my intense, consistent pain. The person on the phone told me they would expedite and I should receive a call to schedule delivery in 24 hours. On Monday 5/19, I called again as I did not receive anything. The agent explained that the task needed for my prescription needed to be logged and that I had to wait 48 business hours since my initial call on 5/15. Two days later on 5/21, I spoke with another agent that explained the my prescription was released and expedited on Monday 5/19 after my phone call and that I needed to wait the full 72 hours. No record of my initial phone call on 5/15. It has now been 96 hours since the expedited release and there is no update from Accredo. This company is withholding medication and should not have the ability to practice as a pharmacy. I am sitting here unable to walk, move my hands, pick up my baby and this company is playing games with my life.

  Business Response

  Date: 06/02/2025

  
  June 2, 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 made multiple attempts to reach Ms. ******** however, have not been able to discuss this matter with her.  ****************** return our call, we will be happy to discuss her concerns.
  
  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager,Executive Correspondence

• Initial Complaint

  Date:05/22/2025

  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.

  Received invoice along with prescription on 14 May 25.Was not informed this prescription was not covered by insurance and billed $983.02 for 20 pills, nearly $50 per pill, when any other pharmacy fills this same prescription for a maximum of $7 per pill. Contacted ExpressScripts, matter was handed off to their ******************************* was told they would provide an update in 3 days. Have still not received an update after 4 days.

  Business Response

  Date: 06/10/2025

  June 10, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** *****
  
  
  Dear ********************** is to advise you that ***** Soskas concern has been addressed.  We contacted Mr. ****** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence