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:01/14/2023
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.
On 12/08/2022, I got a strange text message from ******** ******** ******. After calling them, I found out that the collection was from Express Scripts which I have never used. I requested an invoice from them. I then contacted Express Scripts and found out that I had in fact used them under the name of ******* ********. The account was suppose to be resolved. My *** has a primary and secondary insurance that should have covered the prescription. Apparently they properly billed the second time I filled the prescription but never corrected the first. I figured out today that the invoices were sent to the wrong email address and that is why I never knew there still was an outstanding bill. A paper copy was never sent. When I called after receiving the text message, I tried to get this resolved to no avail. They did send a statement to me. All I want is for this to be billed properly to insurance and this to be removed from collections.
Business Response
Date: 02/01/2023
February 1, 2023

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

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:01/13/2023
Type:Customer Service 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 or about January 9, my physician's office electronically sent a prescription to Express Scripts for a new medication. I had attempted to price *iclofenac *r, 75mg on their website and was unable to locate the pricing web page. After numerous calls and online attempts, on January 12, it was discovered I was using an incorrect sign I used in 2021 when this company was my Part * Medicare provider. I apparently agreed on the price, (I was using the website I was later told did not work), and the price was simply too much given my limited income. It was five times that of my previous provider and not in the Express Scripts formulary. I requested permission to return the order unopened and was refused. I was informed that a refund was issued and I would be given instructions to dispose of this medication. Given the numerous attempts to resolve this, I have absolutely no faith that this will be resolved.
Business Response
Date: 01/30/2023
January 30, 2023

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

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

Dear Sir/Madam:

This is to advise you that ********************** concern related to receiving unwanted medication has been resolved. The customer was notified with the outcome.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/30/2023
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:01/11/2023
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.
Attempting to get a preauthorization for Tecfidera for 2023. Express/Scripts is colluding to try to force me to take a Generic drug where according to my prescription plan that Tecfidera is an approved drug to take according to SaveonSP. One of the issues that I believe is absolutely criminal is that when I am notified, I am only told that it was denied and all Express Scripts/Accredo does is provide a denial code. I then need to spend hours upon hours trying to get to Express Scripts to explain to me why I cannot get the same medication that I have been taking for the last 10 years. If my Neurologist says I need to take Tecfidera and my SaveonSP is clearly showing that Tecfidera is approved. Why is Express Scripts/Accredo criminally trying to move me to a generic drug? No one at Express Scripts can explain this to me. They keep transferring me to different departments who simply cannot provide any answers or provide anything detail related to me. They should be forced to provide a detailed explanation and be forced to work with my doctor to come up with a resolution instead of me having to spend hours upon hours upon hours of trying to get an answer I deserve.
Business Response
Date: 01/26/2023
January 26, 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: 01/26/2023
Complaint: ********

I am rejecting this response because:

I am only rejecting this at this point in time since there is no completion to this issue. They are simply stating that they are "looking" into this matter.
This is why I am rejecting this. Its not a solution its just a statement.

Sincerely,

**** *******
Business Response
Date: 01/30/2023
January 30, 2023

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

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

Dear Sir/Madam:

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

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 02/02/2023
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. I would NOT say the resolution was satisfactory because Express Scripts
did nothing to resolve this issue. I had to have my company call them to take care of the issue. Express Scripts should really start caring about the people they are supposed to be helping. I am NOT satisfied with Express Scripts at all.
However... this issue should be resolved come March.

Sincerely,

**** *******
Initial Complaint
Date:01/10/2023
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 keep getting bill collections about express scripts, but have never received any correspondence from them directly. they have never sent me an itemized bill or mailed or called me at all.
Business Response
Date: 01/26/2023
January 26, 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:01/10/2023
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.
Starting in February 2022 through October 2022, Accredo incorreclty billed Medical Insurance instead of Pharmaceutical Insurance for necessary medication. I have alerted then via phone and email of the issue since April 2022, and none of the issues have been fixed from a billing perspective. The true cost of the procedure should be $150, and instead is being charged at nearly $1400.

Accredo has told be this issue will be fixed within 3-5 business days, but has taking nearly 10 months.

The first incident occurred in February 2022, the second in May 2022, and the third in September 2022, none of them have been fixed after countless calls.

I have attached the three bills and proof of emails.

Desired outcome: Fix the billing statement and charge Pharmaceutical Insurance (NOT Medical) for all three dates of service (bills attached) , and adjust the billing statements for all three accordingly. In the meantime, I will make minimum payments on the account until this is resolved.

***** **** ***
Business Response
Date: 01/26/2023
******* *** ****

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

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

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,

***** ************
****** ******** ********* **************
Customer Answer
Date: 10/09/2023
This is a follow up to complaint #: 18716128 with BBB. After resolution, it seems that the charges have reappeared on the account and Accredo has adjusted the charges again incorrectly. I have followed up and was told a "resolution would be reached in 15-30 days to fix it, it has been over 110 days since. I've attached the statement that was supposed to rectify the issue from Express Scripts. Please note the 9/2022 balance is still not right as the delta should be balance billed through secondary insurance, as told to Accredo Billing in 4/2023. Thanks, Dan
Business Response
Date: 11/15/2023
******** *** ****

Better Business Bureau Serving Eastern Missouri and Southern
Illinois
*** ** ********* ***** ****
Saint Louis, MO 63102
Attn: Dispute
Resolution Department

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

Dear Sir/Madam:

This is to advise you that Dan O’Brien’s concern related to
a billing dispute with Accredo pharmacy has been resolved. The customer was notified and advised of the
outcome and an invoice was sent on September 27, 2023.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 11/15/2023
Complaint: ********

I am rejecting this response because:
The balance has not been correctly adjusted. There has been no adjustment on the account since ** ****, and no updated invoice has been sent. I have reached out to Accredo regarding this, but have not heard back.
Thank you for your help!

Sincerely,

*** *******
Business Response
Date: 11/22/2023
******** *** ****

Better Business Bureau Serving Eastern Missouri and Southern
Illinois
*** ** ********* ***** ****
Saint Louis, MO 63102
Attn: Dispute
Resolution Department

Re: Dan O’Brien / #18716128

Dear Sir/Madam:

I am in receipt of your letter regarding a complaint filed
by *** *******. As a result of your
letter, Express Scripts further reviewed *** ********* concern and would like
to take this opportunity to respond.

*** ******* expressed concern stating he received an invoice
due to Accredo Pharmacy not billing his secondary insurance. On April 27, 2023, Mr. O’Brien provided his
secondary insurance; however, the medication is not covered under that
plan. As a result, new Medicaid coverage
was obtained, loaded as primary insurance and the claims dated June 21, 2023
and September 21, 2023 were billed resulting in a $0.00 patient
responsibility.

*** ********* current account balance is $1,223.42 for
claims dated September 6, 2022, November 29, 2022 and March 2, 2023; therefore,
a statement was mailed on September 27, 2023.

I trust this letter has been responsive to your request for
information regarding this complaint. This matter is considered resolved.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/09/2024
Hi Team,
Under my CTMAP ********** I had active coverage and the billing amount should be $0 from Sep 2022 onward. Please note under Statutory Law, Accredo is not allowed to balance bill for CTMAP clients with active coverage and when the provider (Accredo) has a contract with Medicaid.
Also, my private insurance paid out $1765.05 for order#: ******** on 9.6.2022 and the price of the drug has an incorrectly inflated cost of $2,312.53 (please see invoice attached.
Also, Express Scripts employee, *******************, provided an updated invoice on 2.6.2023 for older issues that were resolved the account.
Please advise and adjust accordingly.
Business Response
Date: 03/19/2024
March 19, 2024

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

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

Dear Sir/Madam:

This is to advise you that ********************* concern related to a billing dispute with Accredo pharmacy has been resolved. The customer was notified and advised of the outcome.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 03/25/2024
Complaint: 18716128

I am rejecting this response because:
item has not been resolved and waiting on client (Accredo) response. No call back has been answered.
Billing adjustment has not been done.

Sincerely,

*********************
Business Response
Date: 05/13/2024
May 13, 2024

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

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

Dear Sir/Madam:

This is to advise you that ********************* concern related to a billing dispute with Accredo pharmacy has been resolved. The customers current account balance is $1,095.26 for claims dated September 6, 2022 and March 2, 2023. Both shipments were billed against pharmacy benefits because the customer did not have any secondary or copay assistance loaded.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 05/27/2024
Hi Team - no one from Accredo tried to contact me.
Initial Complaint
Date:01/09/2023
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 had numerous difficulties filling my sons medication which is 110% necessary in order for him to be able to handle daily activities. Recently we were notified by our Pediatrician that our selected pharmacy was no longer doing business with our prescription coverage. Honestly I do not blame them due to the amount of trouble they have had to go through on my behalf alone. We pay faithfully for our insurance as it is deducted at payroll and then the insurance refuses to pay and then speaking with the representatives do not help in any way shape or form. Their solution is to wait for an appeal. Really!?! My son is on a controlled substance and you can only call that in a few days before you run out of medicine. I tried to be proactive and start early being a new year and called express scripts prior to finding a new pharmacy. They assured me there would be no issues. Well I spent an hour and half on the phone on a Friday night getting different information from each person I spoke to and then on Saturday from 8 am until I was fed up at 1:30 pm with no resolution. We were able to finally get a hold of a doctor to send his prescription elsewhere being I was dealing with very difficult reps who thought they were above all else and could make health calls on my child. An insurance company should NOT be able to dictate which medicine any person receives. If a provider is prescribing a medicine that should be enough. Please note the only thing that changed was the pharmacy who is in network and nothing else changed. His meds have been the same for several months at this point. The only issue was express scripts and their failure to do their job and ask for me to pay out of pocket for a medicine that would have cost me several hundred dollars close to 1k. Possible litigation will follow as I have notes from every person and will also speak to the pharmacists about all the difficulties in the past. They should not be able to deny a request that is necessary.
Business Response
Date: 01/27/2023
January 27, 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:01/07/2023
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.
Awaiting for reimbursement from Express Scripts for $80 for COVID test kit from ***. Last date of service July 2022 and I have filed multiple attempts and claims to get reimbursement. They tell me multiple times that I should be issued a check and it is mandatory covered. Says they have issued multiple checks and none have arrived. Billing issue where they made a mistake in coverage amount to which they said they would fix. (Ie. reimbursed for one COVID test while there were 4 on my claim.) and no one responds back and I have called 12x in a 3 month period. This company maintains no path to forming a resolution with me in a 90 day typical fashion.
Business Response
Date: 01/26/2023
January 26, 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: 02/06/2023
I have not heard back any positive contact where this issue was resolved. I am still under the assumption that the company “Express Scripts” is still negligent and defaulted on said issue.
Business Response
Date: 03/14/2023
March 14, 2023

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

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

Dear Sir/Madam:

This is to advise you that ******* ******** concern related
to a reimbursement issue has been resolved.

Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 03/14/2023
Complaint: ********

I am rejecting this response because: The complaint was never resolved in any shape or manner. No check or monetary value has been sent to me for reimbursement. Total failure on Express Scripts. Please continue this complaint. I have called repeatedly and no one has helped or assisted me.

Sincerely,

******* ******
Business Response
Date: 03/22/2023
March 22, 2023

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

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

Dear Sir/Madam:

I am in receipt of your letter regarding a complaint filed
by Mr. ******. As a result of your
letter, Express Scripts further reviewed Mr. ******’s concern and would like to
take this opportunity to respond.

Mr. ****** indicated that his issue is unresolved stating he
did not receive any reimbursement for Covid Test. Express Scripts Pharmacy processed three
direct claims dated January 31, 2022, February 18, 2022 and July 18, 2022. As a result, a check in the amount of $49.95
was issued on November 3, 2022.

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:01/07/2023
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.
1/4/23 My doctor sent electronically 4 renewal prescriptions. I am going to a training class and need them by 1/11/23. One which was separate and sent overnight is delayed by ***** and coming on 1/9. I do not know if I will get the 3 medications before I leave on 1/11. I have called Express Scripts at least 6 times. This happens ALL THE **** with them. I need the 3 medications delivered to my home address by Wednesday 1/11/23.
Customer Answer
Date: 01/09/2023
Update to original complaint; this morning I called and got a different answer that no one put in for overnight shipping for two of my medications. I have called every day since express scripts received my prescriptions from my doctor. Every time I call I get a different answer. They dont care. I need two of my medications before Wednesday 1/11 and now they are saying they cant guarantee it!
Business Response
Date: 01/26/2023
January 26, 2023

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

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

Dear Sir/Madam:

This is to advise you that *********************** concern related to receiving his medications from Express Scripts Pharmacy has been resolved. The customer was notified with the outcome.

Sincerely,

**********************************
Senior Manager, Executive Correspondence
Customer Answer
Date: 01/26/2023
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. They were extremely difficult to work with in particular the supervisors and ************ folks. I literally called over 10 times and every time I called I got different answers.
And no, I did not receive 2 of my medications before I left. Somehow a temporary prescriptions were called in to my local pharmacy.
I am going to discuss with the Doctor getting my prescriptions filled in the future at my local pharmacy to avoid having to deal with Express Scripts. The worst customer service I have ever experienced.

Sincerely,

*********************
Initial Complaint
Date:01/06/2023
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.
I have used Express Scripts through ******* *** ****** for 2 years now and have always used the same independent local pharmacy. With NO notice (email, mail, or phone) to myself OR my pharmacy, the pharmacy was removed from the network. This led to me having to stop all of my medications cold turkey, with no notice, because the pharmacy had no idea what the problem was internally. Express Scrips has continued to point blame and claim that ****** itself should have notified me of the pharmacy being removed from coverage. Well, ****** has no idea who I fill prescriptions with, why would ****** email me rather than Express Scrips? I spoke with three different supervisors who all pointed blame at different entities. When this happens to someone whose life depends on the medication, that blood is on Express Scripts hands. I was at first told that Express Scripts NEVER removes pharmacies from the network, that pharmacies are only removed of their own volition if they do not agree to the contract presented. My pharmacy owner repeatedly assured me they were NEVER made aware of the drop from network. I then located a news article regarding FIFTEEN THOUSAND mainly independent pharmacies being dropped by Express Scripts. You should be ashamed.
Business Response
Date: 01/26/2023
January 26, 2023

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

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

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

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:01/05/2023
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 was required to get prior authorization despite being on these meds for years. The paperwork was repeatedly submitted by my PCP since October 2020, and repeatedly Express Scripts has denied having any such paperwork on file. While following up with another prior authorization this September, an employee disclosed that they have Prior Authorizations on file for three medications for 2020-2021, 2021-2022, and 2022-2023. I was advised to submit reimbursement claims immediately, which I did. Of thousand of dollars of claims Express Scripts reimbursed about $200, claiming that my medications were not covered. Despite the Prior Authorization/ Formula Exception being approved, Express Scripts continues to deny reimbursement. Each time I call I get different information from different departments and no one is able to resolve this issue. There is NO ONE at Express Scripts who takes this matter seriously and NO ONE to hold them accountable. I am looking at nearly $9,000 of loss due to the ineptitude and dishonesty of Express Scripts.

I have sent over 100 pages of documentation showing what I have paid, along with detailed accounts of my conversations with Express Scripts employees. There is no resolution.
Business Response
Date: 01/27/2023
January 27, 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: 02/08/2023
There has been no resolution.
Business Response
Date: 03/14/2023
March 14, 2023

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

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

Dear Sir/Madam:

This is to advise you that ******* *************’s concern
related to a reimbursement issue has been resolved.
Sincerely,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 03/15/2023
Complaint: ********

I am rejecting this response because:
I have NOT been contacted by Express Scripts in any way! What nonsense is this?!

Sincerely,

******* *************
Business Response
Date: 03/24/2023
March 24, 2023

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

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

Dear Sir/Madam:

I am in receipt of your letter regarding a complaint filed
by Mr. *************. As a result of
your letter, Express Scripts further reviewed Mr. *************’s concern and
would like to take this opportunity to respond.

Mr. ************* indicated that his reimbursement issue is
unresolved. As a result, the remaining
direct claims have been processed and a check in the amount of $1,479.33 was
issued on February 10, 2023.

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
Customer Answer
Date: 03/27/2023
Complaint: ********

I am rejecting this response because:

Express Scripts has not addressed the issue that they had the authorizations on file since 2020 and I was paying about $9,000 extra because of this error.

Sincerely,

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

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