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:05/20/2025

  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.

  My physician sent 2 prescriptions to Express Scripts on *****-25. I had never used them before so I called to make sure they had everything they needed from me. I was told that the prescriptions had been received, and we went over everything and I spoke to a pharmacist as well. I also paid for the prescriptions and was told that the medications would likely ship out the next day. Today is 05-20-25 and still no medications. I called them and was told that they were waiting on the doctor for verification. I asked why since eveything was validated on *****, and I asked why someone had not called me to tell me there was a problem. The man was unable to give me an answer. I cancelled the order, and in addition, even though the medications had not shipped, my card had been charged already for $22.30, which to me is fraudulent. Also, I have to wait ***** days to have the amount credited back on my card. I don't believe that waiting over a month is appropriate since the medications had not shipped. They have my money and I have nothing.

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ********
  
  
  Dear ********************** is to advise you that ***** Thrashers concern has been addressed.  Ms. ******** was notified and advised of the outcome on May 23, 2025. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 06/09/2025

  To Whom It May Concern;

  
  

  I received my refund.  Thank you so much.

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting told my ******** copay card is not good. The first time this mess happened, there was still $4200 bucks on it and expired in 27. New one expires in 2031, with 13 k on it. I jumped through hoops, did exactly what they told me to, and have spent around 50 hours on the phone since Jan 1st arguing with incompetent people. Its like they dont want to give it to me. I am at the give up point. For the last 2 years I was with ************ until my employer switched to Accredo, and never had one single issue. I need this medication to have any quality of life. I need this resolved immediately. Please help. So, in summary the bottom line is this. Every box is checked, but they keep making me do the same thing over and over and the results are the same. Very poorly managed company, with poor communication both in house and with customers. They should be shut down.

  Customer Answer

  Date: 05/19/2025

  I want my prescription filled with no hassle. I have given them all the information multiple times in the last 6 months since our company switched to this pharmacy. I have done above and beyond contacting doctors , etc. and I want a written promise that they will not bother me for another year. My last pharmacy was absolutely zero issue at all and I never heard from them for 2 years. Just did as I was supposed to like I did with the credo here. Enough is enough just tell them to fill my prescription do it every month seamlessly with no hassles and no red tape! 

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *********
  
  
  Dear ********************** is to advise you that **** Turnquists concern has been addressed. We contacted Mr. ********** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 05/22/2025

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

• Initial Complaint

  Date:05/14/2025

  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.

  I've been with Express Scripts for awhile and never had this issue of not getting my medication delivered. My medication Bultab which is for my migraines wasn't delivered although the **** said that they did. So the issue is when I talked to customer service is i can't get a refill and I can't get my money back. Please either send a refill or give me my money back. Also need another delivery service

  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 addressed.  We made 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,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 06/02/2025

  Complaint: 23331211
  
  I have reviewed the business' response and am rejecting it because I haven't received any calls or no ome left a message 
  
  
  
  Sincerely,
  
  ****** *****

  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 ****** ***** concern has been addressed.  We contacted Ms. ****** discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:05/14/2025

  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.

  Accredo specialty pharmacy, a subsidiary of ExpressScripts, has failed to fill my prescription for over a month. I am required by ***** to use this pharmacy, and cannot choose another one. My insurance changed to ***** on April 1. Accredo received my prescription on April 10th. This prescription is a biologic for ********************, and prevents my immune system from attacking my joints. Accredo asks each time if I am in danger of missing a dose, and at this point I have missed three. This could have material, permanent affects on my health if it continues.***** has confirmed that my prior authorization is complete; I have also filed a copay assistance card that will pay any balance of copay, so Accredo has no reason to think that this claim will not be paid. I have been on this medication for 15 years, and this is the first time I have had this problem.I have called Accredo 8 times in the last four weeks, spending approximately half an hour on the phone each time. My prescription has had the status "waiting on pharmacist verification" for weeks, but no one can tell me what this means or what tasks need to be completed. They have continued to make vague statements like "insurance" (Cigna has confirmed this is not true) or "it just takes a while to move through the system". 5 separate times I have been told someone will call me back in 24-72hrs, and I have never received a phone call back. As of today, May 14th, a member of the supervisory team told me she can't help me, because the member of the team i spoke to last week is in my file. This person told me they would call me back within 3 business days on May 7th, but has not.All I want is to receive my medication.

  Business Response

  Date: 05/27/2025

   

  May 27, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *******
  
  
  Dear ************************** is to advise you that **** Dubuques concern has been resolved. 
  
  We made multiple attempts to reach ************ 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:05/14/2025

  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.

  Accredo and express scripts are out there preying on people and lying about out of pockets payments. I have a bill from them for $2200 from express script and when you call them they say the bill is 0 and so does accredo. That you signed up for the ******** payment plan( which was a requirement to be approved for the co pay assistance program). THIS WAS A TRAP! As soon as you sign up for the ******** payment plan and accredo *** called us and said they are shipping the medication out and it will be free. No out of pocket cost. We were under the assumption this was thru the approval of the co pay assistance program. I asked a couple times and she said no it is free. I called after the bill and was told that it was placed on the ******** payment plan and it was not free extremely deceptive business practice. My dad is 80 years old and they tricked him. They said we cant return the medication. I want a full refund

  Business Response

  Date: 05/27/2025

  
  
  May 27, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************* 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  *** *******
  
  
  Dear ***************************** is to advise you that *** Mostafas 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:05/13/2025

  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.

  Accredo has caused me to miss months of my PROLASTIN infusion at a time cause of their neglect in delay of PA . Right now I am not getting my refill cause of a form between my insurance and Accredo and according to my insurance its on Accredos side is where the issue is . I have had nothing but trouble with this company and I am not the only patient with these issues . I am filing for medical neglect .

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  *** ******
  
  
  Dear ********************** is to advise you that *** Brewers concern has been addressed.  The medication in question shipped via ***** Next Day Air that was delivered on May 16, 2025. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:05/12/2025

  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.

  ***** finally approved my medication 3/26/2025. So over 6 weeks later Accredo has still not sent the medication. I have called many many times and they keep telling me 1 to 3 more days.

  Business Response

  Date: 05/23/2025

  
  May 23, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******** ******
  
  
  Dear ********************** is to advise you that ******** Newells concern has been resolved.  We contacted **** ******,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I agree that I received my medication, but their system did delay it by 2 months after insurance approval. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/10/2025

  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.

  In June 2025 I was sent medication and paid via my patience assistance savings card. The following day, Accredo/ES discovered that the card did not have funds to cover. I was charged $1850 and had a balance of $0 on my account. I was not told the savings card was depleted. In July I was contacted for a refill. I paid via my patience assistance card and the meds were shipped. The following day, the transaction was reversed due to lack of funds on the savings card. I was not contacted. I reviewed by email statement weeks later to order August and saw a bill of $3750.00. I called and was told not our problem. I began to make payments in December as I was not able to order any medication until the bill was paid off. In January, I was charged for a June medicine that they didnt charge enough for and told oops. I am not able to get any medication due to the bill. How is this legal? Shouldnt they work with the patient to ensure funds exist on the savings card before shipping medication? I am now the one suffering and cannot afford for them to keep finding errors and charging me! Patients who need an assistance card have it because they cannot afford medicine. This is not right.

  Business Response

  Date: 05/23/2025

  
  May 23, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** ******
  
  
  Dear ********************** is to advise you that ****** Halpins concern has been resolved. 
  
  We contacted Ms. ******* discussed her concerns and this matter is considered closed.  We will remain in contact with Ms. ****** regarding another matter through completion.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  

• Initial Complaint

  Date:05/09/2025

  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.

  Was refilling a prescription on express-scripts website which had been $7.99 and $12 the previous refills in 2024. I was prompted to authorize payment because I thought they wanted to know which credit card as I have a few on there including HSA which I chose. It was never shown at this time that the medication was not covered. No notification, or the forthcoming charge of $905 for 20 pills! I only realized this when I received an email about my order processing payment of $905 and shipping on 05/06 2025. I immediately called to cancel the order, but they told me once it starts processing there is nothing they can do. Spoke with a supervisor named ***** the next day who told me they would be having a meeting about it and he would contact me on 05/09 2025 which he did and said,sorry, nothing they can do since I authorized payment.I stated I was never informed about medication not being covered or the outrageous cost prior to authorizing. If and when I had realized this, I tried to cancel it! They will not take sealed/unopened package back. There are more than a few red flags with regard to there business practices. Ridiculous to think that it is alright not to be transparent about cost/coverage before processing/shipping!

  Business Response

  Date: 05/23/2025

  
  
  May 23, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  *******************************************************************************************************
  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
  

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  They apologized for the inconvenience and accepted return of prescription and credited my account as requested.
   
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/09/2025

  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.

  Express Scripts is responsible for shipping my medication refills to my home. My breathing medication and inhalers are on auto refill so the company is supposed to have my refills to me before my medication runs out. Once again I am sitting here struggling to catch my breath and have no breathing inhalers becaose Express Scripts dropped the ball again and did not send my refills. They are trying to state I am ordering too soon but that is nonsense because its on auto refill that they provide on their website/. They have done to this multiple times now. I just need my medication please and I should not have to continually reach out to my ** for a short term RX due to Express Scripts dropping the ball. I go through this very often with them. Please help me obtain myn medication that they are evidently sitting on for some crazy reason.

  Business Response

  Date: 05/22/2025

  
  
  May 22, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** ********
  
  
  Dear ********************** is to advise you that ****** Mckinneys concern has been resolved.  We contacted **** ********,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence