Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Express Scripts has 173 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 1,555 total complaints in the last 3 years.
    • 465 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:09/23/2022

      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.
      Date of transaction April 2022, May 2022, June 2022, July 2022, August 2022 and September 2022.

      each month I am due a medication refill; however, the representatives don't get it right and when requesting a supervisor , even the supervisors are getting it wrong. My prescription has been missed delivered for 6 months now. I have complained several times and here we are again back at it. Online doesn't allow for complaints and calling the representatives doesn't escalate the calls; it's the same thing continuously. My meds are to be refrigerated and the meds are being delivered warm and unable to use.

      Business Response

      Date: 10/11/2022

      October 11, 2022




      Better Business Bureau Serving Eastern Missouri and Southern
      Illinois
      211 N. Broadway, Suite 2060
      Saint Louis, MO  63102
      Attn:  Dispute
      Resolution Department


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


      Dear Sir/Madam:

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

      Sincerely,




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

    • Initial Complaint

      Date:09/23/2022

      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 was charged $125 for a medication for my daughter. I have never been charged this much before and Express Scripts says it's because of my insurance deductible. I have had the same policy with the same company for 8 years and have never had a prescription deductible like that before. So, I told Express Scripts I did not want the medication in that case, and I would return it to them. They said if I returned it, they would refuse it. If I tried a second time, they'd refuse it again and send it back to me and I'd still be responsible for the bill. As I did not OK this and was not made aware of any kind of "new deductible", and Express Scripts just filled it and billed me, I don't think I should have to pay for it. I offered to return it and they refused it.

      Business Response

      Date: 10/11/2022

      October 11, 2022




      Better Business Bureau Serving Eastern Missouri and Southern
      Illinois
      211 N. Broadway, Suite 2060
      Saint Louis, MO  63102
      Attn:  Dispute
      Resolution Department


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


      Dear Sir/Madam:

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

      Sincerely,




      Casie Hanson-Jones
      Senior Manager, Executive Correspondence

    • Initial Complaint

      Date:09/20/2022

      Type:Delivery 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.
      Express scripts is forcing me to use their pharmacy Accredo and Accredo keeps messing up my medication orders. I have tried to have the medication filled at another pharmacy even though they pay nothing for it they still force me to use accredo, I finally found an arthritis med that was working but I can get them to ship it to me on time. Every month there is a new issue and order gets canceled and they don't tell me until its too late.

      Business Response

      Date: 10/11/2022

      October 11, 2022
      Better Business Bureau Serving Eastern Missouri and Southern
      Illinois
      211 N. Broadway, Suite 2060
      Saint Louis, MO  63102
      Attn:  Dispute
      Resolution Department
      Tracking ID:  ********
      ************ ****** *****


      Dear Sir/Madam:

      This is to advise you that ****** ******* concern related to
      challenges receiving his medication has been resolved.  The customer was notified and advised of the
      outcome. 

      Sincerely,

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

      Customer Answer

      Date: 10/13/2022

      Complaint: ********



      I am rejecting this response because:
      This has not been resolved. I have not been able to talk to anyone and not been notified of anything. 

      Sincerely,



      ****** *****

      Business Response

      Date: 11/07/2022

      Dear Sir/Madam:

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

      *** ***** expressed concern with challenges receiving his medication from Express Scrips Specialty pharmacy, Accredo and requested to use CVS pharmacy going forward. According to *** ******* prescription plan guidelines, he is required to secure the medication in question from Accredo pharmacy.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 (800) 871-4663.Sincerely,

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

      Customer Answer

      Date: 11/07/2022

      Complaint: ********

      I am rejecting this response because:

      That’s not what the complaint was about. My complaint was that they cause delays in care by not shipping out the medications in time. They also say they have not received scripts when my provider confirms they send the script. They have caused delays in care and medication. Errors yet, I’m forced to continue to use them. 

      Sincerely,

      ****** *****

    Express Scripts is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.