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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,559 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 ************ inhaler ordered on 4/9/2025 medication arrived on 4/25/25 this is a maintenance drug that needs to be taken on a daily basis I found delivery time unacceptable upon receiving the medication the package had been damaged and the protective seal was compromised. contacted Express scripts with my concerns I did not feel safe using this medication and that if they requested I would send them a photo or picture of the package they did not want a photo or picture and told me to go ahead and take the medicine anyway. I told them I refuse to take something I felt unsafe with and that I would send the package back they said no their policy was they could not take the medicine back and they refuse to send me a replacement. They then proceeded to tell me to dispose of the medication but I would have to pay the $76 bill anyway . I feel the time frame in which I finally received the medication is totally unacceptable especially when I need to take medicine every day for a lung condition and also find it unacceptable that I should have to pay for something I have to throw away/dispose of. While on the phone to Express scripts I expressed my concerns regarding other prescriptions I have received from them through the mail and issues I've had since the beginning of the year with those medications. I spent an hour's time on the phone with them without resolution. They informed me the conversation was being recorded so if you request I'm sure they will allow you to listen to that conversation. I find this to be extremely unacceptable business practice especially where one's health is concerned. I have read the numerous complaints filed here on the better Business website as well as on consumer affairs website. This business needs to be held accountable for the blatant disregard of their fellow man's health and well-being. What they are doing is disgraceful. It is my hope you will advocate for me so that I will not be paying for a medication that I had to dispose of.

      Customer Answer

      Date: 05/06/2025

      Express scripts has contacted me by way of phone and email. Basically they just want to continue on with this issue which still remains unresolved. With the health issues I have I refuse to converse with them personally by way of phone conversation and to make myself become extremely upset once again. If they are sincere and wanting to resolve this they can send me an email with an explanation of what their intentions are or a bill that has been adjusted.

      Customer Answer

      Date: 05/07/2025

      I am pleased to inform you that I have now received a free replacement of the brio ellipta inhaler as of 4/7/25.  I will be submitting a check to Express scripts for the remaining balance owed. Many thanks to the better Business bureau for helping me resolve this issue. I will now consider this issue as resolved.

      Customer Answer

      Date: 05/07/2025

      This is just an edit to reflect the brio inhaler was received on 5/7/25. I realized after I had sent the original message I had submitted the wrong date.

    • Initial Complaint

      Date:04/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 sent me needles I don't need WITHOUT contacting me and charging for it.They asked me to discard the needles instead of taking it back and not will not issue a refund. Shame on them for using predatory tactics to improve their bottom line!

      Customer Answer

      Date: 04/28/2025

      Last full name is '*******

      Business Response

      Date: 05/07/2025

      May 7, 2025




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


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


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

      Sincerely,




      ***** ******-*****
      Executive Correspondence

      Customer Answer

      Date: 05/17/2025

      Business reached out to me and has resolved my complaint.

    • Initial Complaint

      Date:04/26/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      The dates of transactions were December (2024). Express Scripts sent out two prescriptions, without notifying me of the cost, which was covered 100% in the past. These prescriptions were sent directly to the physicians office.I didn't know it wasn't completely covered until I received bills. I've called several times to request assistance, and it was never resolved. I asked why would you send out costly medications, without notifying me of the cost. I would have never agreed to this. They said I agreed via telephone, to cover up their error. So, I told them why would I agree to a $2000 (2) medication. I asked to pull the calls, to confirm my agreement. I called back around a week later, to follow up, and they stated they pulled the calls confirming I agreed; however, would not allow me to listen to the calls. I stated, you can say anything in that case. The company will not take responsibility for this, and will not allow me to listen to the call to resolve this issue. I do not think they have a call, it's a way of covering up there error. I'm now afraid, it will be reported as a medical collection, and impact my credit. ****** *****

      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 ****** Smiths 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

    • Initial Complaint

      Date:04/26/2025

      Type:Billing Issues
      Status:
      Answered
      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 paid the out of pocket maximum back in January, 1 month later I had another claim that wasnt fully covered due to apparently accumulator error, I paid the provider then the payment in January was applied 1 month later. Thinking I can get reimbursed for the claim I paid for that should have been full covered I get denied for an adjustment. To add insult to injury they did another claim which they said must of been a coupon and add a balance to my account before I can fill any Rx. This last claim is what they are saying is maxing my out of pocket limit not the original payment in January. Accredo sees my payment and says express script needs to pay the claim. Express script says it was a coupon or the last claim which is where the balance coming from. Apparently they ignore the payment I made in January. ***** has its own issue well. I didnt use any coupons or copay assistance programs, just a standard credit card. I even have a billing statement from Accredo showing my payments.

      Business Response

      Date: 05/07/2025

       

      May 7, 2025




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


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


      Dear ********************** is to advise you that ****** Shanthakumars concern has been resolved. 

      We made multiple attempts to reach *** ************;however, have not been able to discuss this matter with him.  Should *** ************ return our call, we will be happy to discuss his concerns and provide an update.

      At this time, the matter is considered closed.

      Sincerely,





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

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been contacted by ASPN, ACCREDO, and Express Scripts. **** are like the ******* all working as the same company. I have received dozens of calls from this (these companies) in the last few days all saying they will expedite my late rx the next day to my dr. **** all review all my security questions, medicine ****, dr **** and get my consent to deliver the medicine. **** all say there was problem before but this time they resolved it. **** promise it will be there the next day. Then hours later I get another call by the company and they act like they ate calling me for the first time. **** also say there was a problem before but this time they fixed it. **** are calling me many times a day, many days a week, and many weeks a month for the past 3 months. There's huge negligence on their part. Please send my rx for my chronic and extremely painful condition. You promised my rx would be there prior to April 21st. I fiew across the country for this appt and your errors exasperating my chronic pain condition. Please send the rx.

      Business Response

      Date: 05/07/2025



      May 7, 2025




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


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


      Dear ********************** is to advise you that ****** Clevelands concern has been resolved. 

      We made multiple attempts to reach ****** *********;however, have not been able to discuss this matter with her.  Should she return our call, we will be happy to discuss her concerns.

      Sincerely,





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

    • Initial Complaint

      Date:04/25/2025

      Type:Billing Issues
      Status:
      Answered
      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 currently have a credit of $681.36 on my account. I've reached out to customer service numerous times now via secure message and phone. Each time I've been promised that a check will be issued for the amount and mailed to me. It has now been several weeks since my first contact, and I have still not received a refund check. I'd like to request a full refund of the balance ($681.36) be mailed via check.

      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 ****** ******* concern has been addressed.  We contacted Mr. ******* discussed his concerns, and this matter is considered closed.    

       Sincerely,




      ***** ******-*****
      Executive Correspondence

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been trying to get my prescription for ******************* 90mcg covered for over a month. Despite numerous calls, Express Scripts has repeatedly failed to send the required prior authorization request to my doctor. They claimed to use fax and a portal called CoverMyMeds, but my doctors office never received anything. After escalating the issue, my doctor submitted the prior authorization directly, but it was denied because I hadn't tried alternative medications even though the documentation clearly stated that I am pregnant and unable to use other options.Ive had to take on the role of facilitator between Express Scripts and my doctors office, spending hours on the phone and now trying to coordinate a three-way call just to get basic communication to happen. This failure in process and support has put my health and my unborn child at risk an asthma attack during pregnancy can be life-threatening for both mother and baby. On top of the physical danger, the ongoing delays and lack of accountability have caused me significant and unnecessary stress during an already vulnerable time.

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

       Sincerely,




      ***** ******-*****
      Executive Correspondence

    • Initial Complaint

      Date:04/24/2025

      Type:Order Issues
      Status:
      Answered
      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 recently reeived a bill from Express Scripts over an overpayment of medication made. The prescribed medications started 07/03/2019 till 10/22/2024. It appears that the local pharmacy submitted prescriptions to Express Scripts under an insurance plan that I am no longer part of. Express Script had me coded under active duty military, I was discharged from active duty on 06/02/1917. I have tried to call Express Scripts on several occasion, it is impossible to speak to a knowledgeable representative on any occasion. I believe Express Scripts is contracted with the federal government, unsure on who is responsible to update the the electronic system and how this could have gone on for the length of time without anyone noticing. I am being told that this is considered a federal debt, which can have significant consequences for me if not paid in full. I did have commercial coverage for some of the above mentioned time, however the commercial carries states that they are not responsible for coverage if over 90 days, especially since I am no longer insured with them. I also had coverage through the ** however again the VA was not billed as it was assumed I was still on active duty. The provider who send the prescription did not bill *********** as they were aware I was no longer on active duty. My question: Why am I being held reliable for medication disbursed under an insurance I was no longer part of over the last 6 years, when I have no control over updating the companies website or the federal reporting system. Any assistance and/or guidance would be appreciated.

      Business Response

      Date: 05/06/2025

       

      May 6, 2025




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


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


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

      Sincerely,




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



    • Initial Complaint

      Date:04/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Gastrointestinal Doctor changed my medication for my crohns on 4/14/25 to a Biosimiler name is **********-Adaz my medication was never sent out I was told that it was denied because I need a authorization but when I called Xpress scripts, they stated that I did not need a prior authorization and they called over to my doctors office and had the scripts resent backover to Accredo. Because Accredo had deleted the original bio similar script and did not send it over to my insurance company which caused them to deny the medication because theyIts now going on April 23 and I still dont have any medication and Im currently bleeding and having lots of pain . They approve my maintenance dose but did not approve the loading dose. I cant start a medication without starting the loading dose

      Business Response

      Date: 05/05/2025


      May 5, 2025




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


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


      Dear ********************** is to advise you that ******* Waltons concerns have been addressed.  We contacted *** ******,discussed his concerns, and this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:04/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      At the beginning of March 2025 we requested the Rx report for my son going back to 1/1/2020. I was told 2 weeks. After it did not arrive in the 2 week time frame we called back. They had no record of the request. We redid the request and again they gave us a 2 week timeline. We explained we needed it and we were in a timeline as well. I called again before the 2 weeks was up and was told it was mailed out 3/21/25. On 4/21/25 we still had not received it so we called again to request it again and again explained the report was urgently needed and asked if they could expedite by sending it express mail. They stated they could not. We asked to speak to a supervisor and got the same response. Each time they verified our correct mailing address. We ended up speaking to 5 different people none of which could help or understood the urgency with which we now needed those records that we had requested 7 weeks prior. This complaint is filed 4/22/2025 and we still do not have the needed records which we need by 5/1/2025 at the latest.

      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 ****** Mcclures concern has been addressed.  We contacted Ms. ******** discussed her concerns, and this matter is considered closed.    

       Sincerely,




      ***** ******-*****
      Executive Correspondence

    Express Scripts is NOT a BBB Accredited Business.

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