Business Profile

Health and Wellness

Express Scripts

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Important information

Customer Complaint:
Better Business Bureau has received a pattern of complaints against Express Scripts. Complainants allege billing issues, difficulty obtaining a prescription, and poor communication with the company.

Complaints

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

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.

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.
On 5/5 my doctor sent a prescription for a prenatal + DHA vitamin to ExpressScripts. We had been told by Cigna that prenatal vitamins would be covered per the Affordable Healthcare Act. I received an email from Cigna and ExpressScripts that an order was on its way and that it would be $213. At no point did ExpressScripts communicate with me about the cost, if I wanted to fill the prescription, if I wanted to do the generic version covered by my insurance, or anything. I received a 90 day supply of medicine with a bill for $213. I called Cigna, and they said that I should have somehow caught ExpressScripts in the 20 minutes between my doctor sending the prescription in and their filling it. ExpressScripts does not take returns. Cigna refuses to cover the prenatal vitamins but assured me that the $213 goes toward my $1500 ************* should be completely illegal to just send people things without asking permission! They did not disclose until the end of the order the cost. Any other pharmacy in the country will tell you the price and have you pay before sending you a nonrefundable expensive medication - that should be covered by ********* in the first place.I do not have $213 for prenatal vitamins. I cannot return the medicine. I should not have been sent this medicine.
Business Response
Date: 05/28/2025
May 28, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/28/2025
Better Business Bureau:

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

Sincerely,

******* Force
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.
I'm diabetic I was prescribed by my doctor ******** 14mg and express scripts doesn't wanted to approve it to me I don't if they want to go into a diabetic coma or what i was able to paid full price for a while but not any more I don't why they do this to me.
Business Response
Date: 05/22/2025

May 22, 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 Mr. ********** and will remain in contact through completion.

Sincerely,

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

Customer Answer
Date: 07/03/2025
Express scripts denied time after time my medication for diabetes even though my doctor have provide them with the documents that i need my medication I think they just want me Dead
Business Response
Date: 07/15/2025

July 15, 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 spoke with Mr. *********** discussed his concerns further and provided an update, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/08/2025
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.
To ***m it may concern,I have been dealing with Accredo for years to fill my prescription and it has always been a nightmare. However this time has put me over the edge. In the past they would constantly mess up my orders and delay them without providing any information on why. Friday May 2nd I called to fill my prescription and was told that they were missing the pre-authorization. I then reached out to my insurance *** assured me that the prescription was authorized and provided me with the authorization number. I called back Accredo to provide the information and schedule my delivery. I was greeted by the rudest customer service agent *** told me "your **************************** was denied,I can't help you." When i tried to explain that was not the case and I had the authorization number to prove it they became even more nasty and passed me to a supervisor. The supervisor then checked and agreed with me and that they have the authorization and will escalate this to be expedited and get within ***** hours, and that a customer resolution agent would be following up with me the next day to confirm and address the issue with the previous agent. Come Monday, I still had not heard from anyone so I called back to find out what was going on with my delivery and they told me its not authorized again. After speaking to another supervisor *** seemed helpful it was determined it was approved and i was again assured it was being expedited and would receive a follow up on Tuesday. Tuesday came and no update so i called again and was told that it was denied because the prescription was sent in wrong by the doctor. I reached out to the doctor *** corrected the issue immediately and was told again by Accredo that within 24 hours it would be processed. I gave it two days and still nothing so called today to find out that they never escalated it or even started the process and that it would take 5-8 days to process. This is unacceptable when it comes to people prescriptions.
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 ***** Mastridges concern has been resolved. We contacted *** *********,discussed his concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/06/2025
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.
Express scrips has continued to deny me my medication after my doctor has repeatedly tried to get them to fill my medication (******)
Business Response
Date: 05/20/2025
May 20, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:05/06/2025
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.
Date: 3/4/2025. On the app renewed medication ************ in error. It did not show me the cost, and I actually wanted Tezspire drug. after the transaction (AFTER) it shows me a cost of $356.00. I called and immediately within minutes asked the to hold the order and not ship it and told them I did not need it nor did I want to pay that. I asked if that was for the Tezspire and they told me no. Once I learned it was for Teraperatide which i did not want nor need, I told them to hold it. They told me they would not ship it. I received a shipment anyway. They billed me $356. I called and after weeks and over month of calling them (2 months), I achieved a level 3 supervisor to review the calls. Everyone who reviewed the calls acknowledged I did say not to ship it but they did not care. They told me that their APP supersedes any verbal phone calls. So even though I said not to ship it immediately they did and billed me. They refuse to refund and take it off my account. I never used the drug. I made a report to the Board of Pharmacy and Express Scripts, and ***** all parent companies. No one can assist and Accredo committed billing without telling me, which goes against the No Surprise act and they also would not acknowledge the proven call. They told me not to use the app because it always supersedes. This is an unethical insurance and billing fraud. Then I asked them to at least use the manufacturer coupon to cover the cost and they refused to apply it. It is a valid coupon and they refused to redo the claim with the coupon as most pharmacies would. The last person I spoke with was level 3 supervisor, ****** **** via email and no response. I spoke with the pharmacist also who refused to use the coupon. It is also failure to make a patient aware of cost as the App makes you renew it without knowing the cost until afterward, and then you have no ability to dispute or cancel it.
Business Response
Date: 05/20/2025
May 20, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/20/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with their refund of the $356. I do believe that their systems are not ethical and staff are not properly educated on processes and procedures. They have not changed their processes to prevent this in the future but my personal complaint about being wrongly charged was corrected by Express Scripts.

Sincerely,

**** *****
Initial Complaint
Date:05/02/2025
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.
Recently, I have had multiple billing issues with Accredo. The First Issue is that Accredo began to fill a 3-month supply of ******, but my doctor only wrote a 1-month supply. By changing the quantity that my DOCTOR WROTE, I was charged everything in my Co-Pay Assistance and an additional couple of thousand. Calling Accredo, I canceled this order, changed it to a 1-month supply (as prescribed), refunded the payment on my co-pay assistance, and paid with a Credit Card. During this time, I made two phone calls, and both times, it was confirmed that my co-pay information had been removed from my account and would no longer be charged. I was told the payment for the 1-month supply would go to my Credit Card. Fast forward a couple of days, I received my medication on 04/30/25, my Credit Card was successfully charged $4864.96, and I was refunded the $6,376.68 that was charged on my Co-pay assistance from the 3-month supply.The Next Day, 05/01/25, WITHOUT MY APPROVAL and WITHOUT ME REQUESTING, my Credit Card was refunded, and the $4864.96 payment was charged on my Co-Pay Assistance. It was confirmed twice that the co-pay assistance was removed and will not be charged. I was not notified of the refund on my credit card in any way.Accredo/Express Scripts in the last 2 weeks have charged accounts that have been removed, refunded payments that were not been requested, and changed doctor-prescribed prescription amounts. How is this not illegal, especially filling a 3-month supply for a medication when the prescription explicitly is only a 1-month supply?Calling Accredo 05/02/25 I have once again confirmed they will refund the $4,864.96 that was wrongly charged from the co-assistance (that was previously removed twice) and the payment has been made on my Credit Card.
Business Response
Date: 05/21/2025

May 21, 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 Mr. ******* and will remain in contact through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:05/01/2025
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 received an email on 4/4/2025 from Express Scripts telling me I owe them $62.00. I called them telling them I have not used them since 12/2024. They said they gave me a credit on my credit card and mailed me a check for $62.00. I told them I did not received any of the items. They told me to wait. I received a voicemail on 4/26/2025 telling me to pay $62.00. I called them on 4/27/2025 to tell them I received the credit on my credit card on 4/11/2025 but no check. They told me to pay the bill and I told them to stop payment on the check and zero out the bill. They refused. I told them to stop the collection procedure. The supervisor agreed not on 5/1/2025 I received another email telling me to pay $62.00.
Business Response
Date: 05/12/2025

May 12, 2025

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

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

Dear ********************** is to advise you that ****** Gorniowskys concern has been resolved. We contacted Mr. ******************** his concerns and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/29/2025
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 have express scripts copayment assistance through my employer ******************. I have been using a prescription named ***************** 100 mg/ml syringe since october 2024. I have been purchasing the prescription from ********************************** in ****** monthly. I pay $7 copay. On January 6th I purchased the medicine but this time the pharmacy charged me $257.15 and informed me that my copayment is not covering this medicine any longer. I called express scripts many times and they finally told me to submit reimbursement request. They denied my request stating that they already reimbursed the amount to the patient or the pharmacy. There is no explanation and when I call them noone knows. I appealed and the appeal is denied Case # ******** I am a ********** individual and I want to be reimbursed for the amount. Since that time they have been covering the medicine as before. This was a one time thing.
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 ***** ****** 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: 05/26/2025
Complaint: 23265523

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

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

I have never received any calls or emails from the business.

My number is ************ if they would like to contact me.

It is impossible to reach out to a person in that company, all the calls go to a generic call center and they put you on hold for hours. If they are requesting me to call them, they should provide a direct phone number or email.

Sincerely,

***** *****
Business Response
Date: 06/04/2025
June 4, 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
Customer Answer
Date: 06/05/2025
Complaint: 23265523

I have reviewed the business' response and am rejecting it because:
******* from Express Scripts called me 6/4/25 and told me that the charge was due to a penalty for not using Express Scripts.
As a cancer patient, we do not have control over which pharmacy the doctor will send the prescription as most prescriptions are needed immediately. Express Scripts do not have immediate prescription option and most of the orders are filled within 3 weeks. Due to hospitalization and cancer treatment the hospital pharmacy was used for the life saving prescription.
We were not informed of a potential penalty about not using Express Scripts nor we opted out from using them. Since the beginning of the year I called Express Scripts countless number of times and ***** knew or informed us about the penalty. They also told me various times that they do not cover my medication and that I should get them from CVS or some other pharmacy. I spent hours and hours with Express Scripts and I can get the logs of those calls if needed.
I am very disappointed by the lack of communication and customer service. I do not understand how/why they can penalize patients without proper notification. If I were to know about the penalty I would ask the doctor not to send the medicine to the hospital pharmacy. Still today the doctors' office have no clue about this requirement and they are not happy about having to move all the prescriptions to Express Scripts since they also have difficulty reaching out to them. I can provide the contact information from the hospital who has been working with ** for months to move all the prescriptions there.

Overall I spent at least 20 hrs on the phone with the ** since Jan 2025, on top of it I sent numerous emails, filled out forms, talked to the doctor's office. The clinic also spent hours on the phone with the **. It is just inhumane to have cancer patients go through this.
And the issue is still not resolved.

Sincerely,

***** *****
Initial Complaint
Date:04/29/2025
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 formally disputing the $822.23 charge listed under Invoice #************, dated April 23, 2025. This is the first communication I have received regarding this balance. Your claim that multiple attempts were made is false.This charge stems from a series of errors entirely on Express Scripts' end. Coverage for the medication in question was through a manufacturer rebate, which you failed to process correctly. Additionally, you initially filled a prescription for my wife instead of my sona clear breach of duty and accuracy.Due to your repeated mishandling, I have no confidence in your billing or administrative processes. I demand you immediately cancel this balance, cease all collection activity, and confirm in writing that this matter is closed.
Business Response
Date: 05/15/2025
May 15, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:04/29/2025
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 suffer from a permanent disability that requires weekly medication. The pharmacy for the past three months has been withholding my drugs from shipment due to miscommunications from them to myself and my doctor regarding what they need. It changes every time I talk to them and in doing so they have caused me to miss three doses of a drug that I can fail if I miss doses which can ultimately cause my disability to kick back into full swing. It's careless and unprofessional. They had all the information they needed and still wouldn't release the drug as of today for shipment. I'm at risk for missing a fourth dose this year. Last week I spoke with insurance, they said it was approved, I spoke with my doctor *** said they spoke with Accredo, I spoke with Accredo *** said it was fixed. I called today to check the shipment and they told me it was on hold for the exact same thing they told me it was released for. They are disgraceful, you can't get a straight answer from them and they are withholding life-saving medication from a patient because of their failures.
Business Response
Date: 05/12/2025

May 12, 2025

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

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

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.