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

1,567 total complaints in the last 3 years.
458 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:01/26/2023
Type:Customer Service 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.
A new prescription from my doctor was sent to Express Scripts. Upon checking my account online everyday for the week after the request was sent, the order showed the price for the prescription was "Not available at this time". I recieve an email that the prescription was shipped and is on the way and that my credit card on file was charged $399. I promptly call Express Scripts as I was not expecting any charge for this medication and was told "Once a medication ships it cannot be canceled or refunded". I spoke with 2 different representatives who informed me that because I had a credit card on file and the limit was set to a default $500 that payments automatically go through. I ask why I was never informed of the price of this medication before it was shipped and too late to cancel but was not given a reason other than I had a credit card on file. I asked how I could have ever known the price of the medication before it shipped and was too late and was told that I should have called them to confirm the price. I then asked why they could have told me the price of the medication over the phone but not on the online account and was never given an answer to that. I spoke with a supervisor who also did not know the answers to these questions and said he would send over my information to the accounts payable department.
Business Response
Date: 02/15/2023
February 15, 2023

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

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

Dear Sir/Madam:

This is to advise you that ***** ****’s concern related to
receiving a refund has been resolved.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/25/2023
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.
Wasted over 2 hours with numerous agents/managers regarding my prescription not revived last week- then I get a senior mgr call back who doesnt bother even leaving her contact info so I start from the bottom . Then the supervisor leaves me sitting another 20 minutes. Refund and reship why is this so hard? Hate express scripts- NEVER easy !
Business Response
Date: 02/15/2023
February 15, 2023

Better Business Bureau Serving Eastern ******** and Southern ********
**********************************************************
Attn: Dispute Resolution Department

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

Dear Sir/*****:

Express Scripts is reviewing this matter and will be working directly with the complainant to resolve the inquiry. We will notify your office, of the outcome,upon completion.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 02/15/2023
Complaint: 18899260

I am rejecting this response because:

attempted to reach out today and was left sitting on hold. No resolution

Sincerely,

************************************
Business Response
Date: 02/22/2023
February 22, 2023

Better Business Bureau Serving Eastern ******** and Southern ********
**********************************************************
Attn: Dispute Resolution Department

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

Dear Sir/*****:

This is to advise you that ************************************ concern related to receiving his medication and refund has been resolved. A message was left for the customer.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 02/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************************************
Initial Complaint
Date:01/25/2023
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 was switched to ***** health insurance and told to use this company as the specialty pharmacy for both mine and my husband's prescriptions. Last week on 1/18/2023 I called and spoke to a representative and put in our insurance information, copay information and doctor information requesting our new refills (informing them that our medication was about to run out). I was told I would receive a call back when ready for the delivery.

I did not receive a callback so I called them back on Friday 1/20/23 and they told me they called the doctor but received no answer (and they just stopped there without informing me). I again gave them all the same information necessary for both of us and stated how we had very low doses left of our necessary life saving daily medication. I proceeded to call our doctor directly and had them call in our prescriptions. I called back and they said they had both our prescriptions.

I received my prescription refills on 1/25/2023 and my husband still had not. I called back again today and had to give all the same information. At this point now my husband is 1 day without any of his LIFE SAVING DAILY MEDICATION. I've been informed that it has to be escalated to someone TOMORROW to take care of.

I don't know when or if he will get his LIFE SAVING DAILY medication but I find it extremely concerning that the patient with the Mexican last name is just told to do without and wait without recourse while I with my caucasian last name received mine.

I am highly worried that this will continue to take even more days without him having any medicine as well as this going to be a repeating pattern every month.

I want this resolved immediately and I want a call back from corporate before I act on my legal options both civil and criminal.

This is a disgusting way to treat patients with an oh well attitude just wait. Waiting can result in death when you don't get your medicine.
Business Response
Date: 02/15/2023
February 15, 2023

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

Dear Sir/Madam:

This is to advise you that ******* *******’s concern related
to receiving medication been resolved.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 02/15/2023
Complaint: ********

I am rejecting this response because:

There has been ZERO contact from the company to me after all my complaints and no explanation as to why our medications took so long and we were out of life saving medications for over almost 2 weeks.

Additionally they haven't confirmed that this problem will no longer occur when the medications are supposed to renew monthly.

Sincerely,

******* *******
Business Response
Date: 02/22/2023
February 22, 2023

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

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

Dear Sir/Madam:

This is to advise you that ******* *******’s concern related
to receiving medication been resolved. The
customer has been notified and satisfied with the outcome.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/23/2023
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.
This is a denial of a medical necessity medication. My daughter who is 14 and has LGS, ADHD,and AUTISM. My daughter ****** ***** has been on the brand name med Banzel since Jan 2018 around 2 yrs ago Express Scripts denied her the brand name and gave her the generic form. I had tried it out for months and my daughters seizures were uncontrollable. I went to their appeals board with her Neuro and he told them it's a medical necessity, so they approved it. Now this year Jan 2023 I tried to refill her prescription and they denied the claim. They said it was approved from last year til February 8th 2023, but then denied the claim. I had sent to refill the prescription in Dec 2022 they said it was too soon will process on Jan 14th. The Neuro spoke to them about all the ramifications of denying the brand name med and still was denied. My daughter can have dangerous drops,clusters etc if she has to go back on the generic brand. It could be a life threatening situation for my daughter, and if something happens to my daughter due to this I will sue them and put them on the media. My daughter is a very sick child and this medication is of the utmost importance to her life quality. I need that they approve her the brand name Banzel.
Business Response
Date: 01/30/2023
January
27, 2023

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

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

Dear Sir/Madam:

I am in receipt of your letter regarding a complaint filed
by Ms. ********* ***** ******* on behalf of her daughter concerning
prescription drug coverage for a brand medication. Express Scripts reviewed Ms. *****’s complaint
against its internal records and provides the following response to your
office.

By way of background, Express Scripts administers
prescription drug benefit plans on behalf of plan sponsors. Express
Scripts provides plan sponsors with “core” pharmacy benefit management
services, including third-party claims processing, formulary administration,
benefit plan communications, and other similar activities. Express
Scripts’ home delivery pharmacy provides home delivery of prescription
medications to beneficiaries of the pharmacy benefit plans sponsored by the
clients. These services, contracted by the plan sponsors, satisfy the
plan sponsors’ goals of providing a cost-effective, seamless and clinically
appropriate benefit for its patients.

Ms. ******* expressed concern that
her daughter’s prescription claim was denied despite there being a Prior Authorization
(PA) on file valid through February 2023. After review of our records we verified the above
is true. Unfortunately, however, the authorization was entered into our system incorrectly
causing the claim to reject. Express Scripts corrected
the system error and processed the order which is being overnighted for
delivery on Saturday, January 28, 2023.

Ms. *****’s prescriber submitted a
request to renew the PA, for future drug coverage, which was approved through
January 24, 2024.

I
trust this letter has been responsive to your request for information regarding
this complaint. If you have any
questions regarding this matter, or desire any further explanation or
information, please contact me directly at ***** ********.

Sincerely,

***** ************
Senior
Manager, Executive Correspondence
Initial Complaint
Date:01/23/2023
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 have contacted ******* several times about my ****** shipment. I have missed two doses already. My order keeps being pushed back bcus I was told I have a balance of $250 to which I have never had to pay because my insurance is ***** and **********.

Then I was told I need prior is to to which I do not bcus prior with Was confirmed months ago.

My deliver order keeps being delayed. I mentioned to the last rep I spoke to how I had the same problem last month and a supervisor/manager was able to resolve it for me. No one circled back to that manager to see what she did to get items to go through.

Then today I’m told that I reached the plan limitation per *****. He then says that was resolved on January 11, 2023. I asked why didn’t I get my shipment that was scheduled on January 18th and he said bcus some one put it in as a new claim and he had to contact express scripts. As of today I have missed two doses of my Humira.
Business Response
Date: 02/13/2023
February 13, 2023

Better Business Bureau ******* ******* ******** *** ******** ********
*** ** ********* ***** ****
***** ****** ** *****
Attn: Dispute
Resolution Department

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

Dear Sir/Madam:

Express Scripts is reviewing this matter and will be working
directly with the complainant to resolve the inquiry. We will notify your office, of the outcome,
upon completion.

Sincerely,

***** ************
****** ******** ********* **************
Initial Complaint
Date:01/20/2023
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've been taking a brand name prescription for the past 4 years. The generic was made available at the beginning of 2022. Last year, I had to transfer the prescription to another pharmacy because I moved. The nurse sent a prescription saying that brand name is preferred but generic is ok. Because of this, Express script didn't pay for that occurrence. Later I had to ask the doctor to prescribe brand name only. I understand the active ingredients are the same but I didn't want to switch because it's an anti-convulsant and can be life-threatening when changed (seizure occurs when driving).

This year, they completely declined the brand name coverage. My doctor sent out a prior authorization for the prescription but got denied. I asked my doctor to send out an appeal, it seems they were so confused and opened up a new PA every time. I've been calling them every day for the entire week and spent lots of time on it. I know that the insurance company just doesn't want to pay for the brand name unless I have a seizure on the generic drug. They don't care about patients' well-being at all, only care about the money.

This is a very traumatizing experience. I can't make changes to my insurance plan anymore this year. But next year, I would definitely find somebody else rather than ***** and Express scripts. The doctor's nurse even told me that they have never dealt with some company like this before.
Business Response
Date: 02/13/2023
******** *** ****

****** ******** ****** ******* ******* ******** *** ******** ********
*** ** ********* ***** ****
***** ****** ** *****
Attn: Dispute
Resolution Department

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

Dear Sir/Madam:

Express Scripts is reviewing this matter and will be working
directly with the complainant to resolve the inquiry. We will notify your office, of the outcome,
upon completion.

Sincerely,

***** ************
****** ******** ********* **************
Initial Complaint
Date:01/20/2023
Type:Product 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.
Please see attached letter. I contacted Express Scripts three times, twice by telephone and once by mail, and they have ignored me.
Business Response
Date: 02/08/2023
February 8, 2023

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

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

Dear Sir/Madam:

Express Scripts is reviewing this matter and will be working
directly with the complainant to resolve the inquiry. We will notify your office, of the outcome,
upon completion.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/20/2023
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 cancelled an order for a prescription for vaacyclovir because the cost was too high.
The day I called I received an email stating my order was being processed.
They did not cancel my order and I’ve been charged!
Cost was 50.00
Business Response
Date: 02/08/2023
February 8, 2023

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

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

Dear Sir/Madam:

Express Scripts is reviewing this matter and will be working
directly with the complainant to resolve the inquiry. We will notify your office, of the outcome,
upon completion.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/19/2023
Type:Product 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.
Repeatedly sending me bottles labelled as containing 90 pills but bottle only contains 60. They have no way to report errors and their contact page prompt to send an email results in no reply or support. They are taking longer and longer ( 7 days and counting) to simply process my automatic prescription and don't plan to ship for another week. They no longer offer the option to pay Xtra to expedite shipping. I have been out of my meds for two days and won't get it until 10 more days according to the timeline / progress. They have done this before ( shorted me pills or filled w slightly different pills w out telling me) and this is just getting out of hand.
Business Response
Date: 02/08/2023
February 8, 2023

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

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

Dear Sir/Madam:

This is to advise you that ********* ********’s concern related
to receiving her medication been resolved.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:01/19/2023
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 called **** ***** **** ****** to find a legitimate provider to get my prescriptions from online, and I was given this company. I set up my account online, with sensitive and personal information, like my ID and SSN. I have since tried to log in several times, and I get the auto-response "Error We're sorry but we're having trouble locating you in our system." I have called several times, put on hold, and sometimes hung up on. I finally got through to speak to someone a few times, and I was told to try a different browser - which I did. I want to be able to get my prescriptions OR at the very least get back and prevent them from having/using/accessing my personal and sensitive information. BCBS told me this was a reputable website to use, and I'm starting to think differently. The hours I've spent trying to reach someone who can actually provide ASSISTANCE (no avail) is astounding.
Business Response
Date: 02/03/2023
February 3, 2023

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

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

Dear Sir/Madam:

Express Scripts is reviewing this matter and will be working
directly with the complainant to resolve the inquiry. We will notify your office, of the outcome,
upon completion.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 02/14/2023
I am contacting you regarding the case/matter above. I have copied correspondence that it's been closed, but I STILL have not received anything from Express Scripts ... no phone calls, letters or emails to 'work directly with' me, as they stated in the Feb. 3 correspondence, which I have also copied below.I would like this matter to remain in your care until it is resolved, as NOTHING has been done by this company to resolve this. I am still waiting.
Thank you,
*** ******
Business Response
Date: 03/14/2023
March 14, 2023

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

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

Dear Sir/Madam:

The issue is
currently being further evaluated and we will remain in contact with the
customer directly.

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.