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

1,570 total complaints in the last 3 years.
457 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:11/10/2022
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.
mass confusion caused by their electronic automated processing system and no access to human employees that are willing or able to help resolve issues. The company needs to contact my doctor's office to rectify problem but refuse to do.
Business Response
Date: 11/28/2022
November 28, 2022

Better Business Bureau Serving Eastern Missouri and Southern
Illinois
*** ** ********* ***** ****
***** ****** ** *****
***** ******* ********** **********

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,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:11/07/2022
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.
PLEASE SEE ATTACHED PAPERWORK EXPRESS SCRIPTS IS TRYING TO GET PAID FOR MEDS AGAIN THAT WERE ALREADY PAID FOR IN JUNE 2022. THIS CHECK NUMBER **** WAS THE ONE THAT ON TWO OCCASIONS WAS TOLD BY EXPRESS SCRIPTS SUPERVISORS WAS NOT RECEIVED BY THEM.
Business Response
Date: 11/18/2022
November 18, 2022

Better Business Bureau Serving Eastern Missouri and Southern
Illinois
*** ** ********* ***** ****
***** ****** ** *****
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,

***** ************
Senior Manager, Executive Correspondence
Customer Answer
Date: 11/19/2022
Complaint: ********

I am rejecting this response because:

THIS IS NO RESPONSE I SENT A COPY OF BANK STATEMENT SHOWING THE CHECKED HAD CLEARED THE BANK AND EXPRESS HAS RECEIVED THEIR $8.00. THIS WAS CASHED JUNE 6TH 2022 NOW EXPRESS WANTS TO GET PAID AGAIN.

Sincerely,

****** ******
Business Response
Date: 12/02/2022
December 2, 2022 Better Business Bureau Serving Eastern Missouri and Southern Illinois *** ** ********* ***** **** ***** ****** ** ***** Attn: Dispute Resolution Department Tracking ID: ******** Complainant: ****** ****** Dear Sir/Madam: This is to advise you that ****** ******’s concern related to a billing concern has been resolved. The customer was notified and satisfied with the outcome. Sincerely, ***** ************ Senior Manager, Executive Correspondence
Initial Complaint
Date:11/07/2022
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.
My daughter ******** **********) takes ****** for a condition called Chronic Recurrent Multifocal Osteomyelitis (CRMO). Because of her age and the nature of her condition, she qualifies for state medical assistance which includes secondary insurance on prescription drugs. Accredo has repeatedly failed to process the secondary insurance despite multiple calls and multiple assurances that they would process her secondary insurance. Our primary insurance (**** **) covers all by $150 per order. We never had an issue with other specialty pharmacies (used *** with a previous employer). I am unsure what further steps I can take aside from continuing to call them and ask that they process the secondary insurance and repeatedly have them NOT process the secondary insurance.
Business Response
Date: 11/18/2022
November 18, 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:
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: 11/28/2022
I want to reject this complaint. The orders that were provided as evidence do not show my daughter's secondary insurance was processed.
Initial Complaint
Date:11/05/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Express Scripts does well with conventional meds, but is collectively unable to deliver controlled medications (opioids) on time. ES people are not adequately trained and they make a LOT of mistakes, frequently back-to-back. This year alone Express Scripts has let me run out of critical medications in March, October and just now in November. To get meds I must follow processing progress and call Express Scripts almost EVERY DAY until they ship. When errors are made I must call to expedite because the processing just stops and there is evidently not a tracking system that catches delays to keep things moving. I called many times in September, 12 times in October and 10 so far this month, for the medication which I have still not received and have run out.

In August a senior ES supervisor was so appalled at they way I have been treated that she filed a grievance on my behalf. I learned that the internal grievance process within ES is just a self-serving way for the company to silence complaints; after 30 days they told me I had caused the problem by requesting an address change. They essentially whitewashed the matter and told me I have to be patient because controlled medications are difficult to process. They are not interested in seriously understanding customer complaints; there has been no corrective action and no change in quality of service. The very next month it took 12 phone calls. After multiple employee mistakes (which I have documented), I received my medication on the day I ran out. Another grievance was filed for me in October, by another ES supervisor.

Running out of medication is potentially catastrophic for me. This is not exaggeration: I sincerely believe that If I were not diligent in calling multiple times in every month, my prescriptions would be WEEKS late, or quite possibly would not have been delivered at all. Individual employees care and try to help but, collectively their processes break down at too many steps.
Business Response
Date: 11/18/2022
November 18, 2022

****** ******** ****** ******* ******* ******** *** ******** ********
*** ** ********* ***** ****
***** ****** ** *****
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,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:11/04/2022
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’m a retired veteran insured by **************. Express Scripts is my PBM. I began using ******* (Patient ID ********) in mid-2021. In March 2022, ****** denied the Jan claim (******* order # ********). ****** stated the claim was rejected because the provider is not authorized. A re-submittal was coded as “durable medical equipment,” triggering a 20% co-pay ($665) & approved. The ****** rep was puzzled that this claim wasn’t submitted through my PBM since it appeared to be a prescription medicine.
I notified *******, hoping to resolve this before I received a bill. The rep acknowledged the billing error & said they would correct it. Within a week, I noticed a repeat through ******, with another rejected/resubmitted claim for February (******* order # ********) & $545.93 co-pay. I contacted ******* again, & after meeting initial resistance, the rep admitted the second billing error and promised to have it also corrected.
Soon, I received the first in a succession of erroneous bills from ******* and began a series of unsuccessful calls to customer service over the following months. With one exception, I have been unable to speak to the same person during any of these calls and faced increasing frustration as I repeatedly attempted to explain the problem to each new representative I spoke with. The March claim (******* order # ********) was correctly submitted to my PBM & approved with a $38 co-pay, & I was hopeful this might indicate a correction to *******'s billing. I contacted customer service again, & after speaking to a “new” rep again & “explain” the whole issue… again, the rep said they would have the Jan & Feb claims canceled through my med insurance (******) & resubmitted through Express Scripts.
After months of calls & no progress, I’ve had to take very disruptive measures to continue treatment, & I keep receiving a $1249.86 bill. I’m unsure if I will be able to resolve this myself, & ask for your help with this.
Business Response
Date: 11/17/2022
November 17, 2022

****** ******** ****** ******* ******* ******** *** ******** ********
*** ** ********* ***** ****
***** ****** ** *****
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,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:11/03/2022
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.
Express Scripts sent me a prescription I did not ask for. They claim the script was sent, from my doctor, but when I last spoke to my doctor we agreed I would no longer need that medication. The medicine was unopened, Express Script offered no recourse to the problem. They said that this is a program I signed up for, which I did not. I find it to be very troubling that they can send you items without your knowledge and expect you to pay for the item when you did not even expect to be receiving it.
Business Response
Date: 11/17/2022
November 17, 2022
****** ******** ****** ******* ******* ******** *** ******** ********
*** ** ********* ***** ****
***** ****** ** *****
***** ******* ********** **********

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,

***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:10/31/2022
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.
Business supplies a specialty medication for our son. Our medically complex son was approved for ******** as secondary in May 2022, which was backdating to October 2021. We notified said business of additional insurance, as well as inquired about reimbursement of deductible paid in since October 2021. Said business said this would not be a problem and would add new additional insurance to our account. Every month when we re order the medication they supply, they would not have our secondary insurance in the system, nor have any idea what we were talking about. We are now in October, and this problem has not been rectified. They suspended our account for a $20 co pay from May which was filed AFTER we notified them of secondary insurance which covers ALL copays. They were going to withhold our son's lifesaving medication for their error for $20! As of today(Oct 31st, 2022) they are now claiming they cannot reimburse us for our $3k deductible. Why did it take them 6 months to tell us this? This is not okay. Shame on this business.
Business Response
Date: 11/15/2022
November 15, 2022

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

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

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: 12/07/2022
I would like to reopen or continue this complaint, as said company has not helped in any way to resolve this issue. I was contacted by ******* ***** who works for Express Scripts on 11/15/2022 and explained our issues with the company and he said he would call back in 48 hours to help in the situation. He never contacted me again.
Business Response
Date: 02/08/2023
February 8, 2023
Better Business Bureau ******* ******* ******** *** ******** ********
*** ** ********* ***** ****
***** ****** ** *****
Attn: Dispute Resolution Department
Re: **** ******* * *********
Dear Sir/Madam:
I am in receipt of your letter regarding a complaint filed by Ms. *******. As a result of your letter, Express Scripts further reviewed Ms. *******’s concern and would like to take this opportunity to respond.
Ms. ******* indicated that her issue is unresolved stating Express Scripts specialty pharmacy, *******, did not bill her son’s secondary insurance and requested a refund. On June 16, 2022, the secondary billing was added to Ms. *******’s account; therefore Ms. *******’s son had a patient responsibility of $20.00 for the order dated May 27, 2022.
In an effort to resolve, a one-time courtesy copayment credit in the amount of $20.00 was applied to Ms. *******’s account resulting in a $0 balance.
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,
***** ************
****** ******** ********* **************
Initial Complaint
Date:10/28/2022
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 am a retired USAF officer. Last year I switched to ******* *** **** when I started Medicare Parts A and B only. Since then, Express Scripts has denied me prescription benefits because they think I have some other health care coverage even though I don’t. I normally have to resolve it over the phone. Then they do it all over again. I can’t be the only retired military member using Medicare without prescription drug benefits using Express Scripts under ******* *** ****. Since they keep making this mistake, I plan on elevating my complains from Express Scripts, to ******** then whoever is above ******** ultimately to a Congressional Complaint until they fix this serious logic flaw in their system.
Business Response
Date: 11/14/2022
November 14, 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:
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:10/27/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have used express scripts for my prescriptions for several years and received a phone call this week that I have a balance of $49 from 2016 and all my medications are placed on hold until I pay the balance. Express scripts is not able to tell me anything about the balance including the name of the medication but expects me to pay the balance so I can fill my medications. When I call customer service they were confused and said I did not have a balance. I then received another call about the balance and spoke to a supervisor who again told me I had a balance but that the system does not go back to 2016 and they would have to reach out to ******* to see what they could find but it could be several days. My medications that I am waiting to be delivered still can not be sent until I pay this balance and these are daily medications that I take and could cause issues if I run out.
Business Response
Date: 11/14/2022
November 14, 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:

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: 11/14/2022
Complaint: ********

I am rejecting this response because:

There is no solution they are just looking into the matter.

Sincerely,

******* ******
Business Response
Date: 11/17/2022
November 17, 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 an unpaid account balance has been resolved. We attempted to notify the customer of the outcome.

Sincerely,
***** ************
Senior Manager, Executive Correspondence
Initial Complaint
Date:10/26/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Express scripts was supposed to process my order on the 20th of october. I have called them 4 different times, 3 different people said it was being sent out and expedited that very day. I keep getting the run around from them when this is regarding a medication that I need to live. Sort of seems like there playing games with someone's life. One person there says one thing and the next says another thing. This has happened twice within the last 6 months. It is unacceptable.
Business Response
Date: 11/10/2022
November 10, 2022

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

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

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: 11/14/2022
Complaint: ********

I am rejecting this response because:

Express scripts has made no attempt to contact me about solving this issue.

Sincerely,

******* ******
Business Response
Date: 12/05/2022
December 2, 2022 Better Business Bureau Serving Eastern Missouri and Southern Illinois *** ** ********* ***** **** ***** ****** ** ***** Attn: Dispute Resolution Department Re: ******* ****** / # ******** Dear Sir/Madam: I am in receipt of your letter regarding a complaint filed by Mr. ******. As a result of your letter, Express Scripts reviewed Mr. ******’s concern and would like to take this opportunity to respond. Mr. ****** expressed concern with challenges receiving his medication from Express Scripts Pharmacy. The prescription in question was refilled on October 20, 2022 and the medication was shipped via *** Next Day Air that was delivered on October 28, 2022. We would like to apologize for the unexpected delays and appreciated this matter being brought to our attention. 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 ***** ********* ********** ***** ************ Senior Manager, Executive Correspondence

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Express Scripts is NOT a BBB Accredited Business.