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
My BBB
Better Business Bureau®
For Businesses
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

    • 1,567 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/24/2022

      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.
      My doctor sent a prescription on 10/21/2022 to express scripts . I called the pharmacy to confirm the order will be expedited and the representa**ve confirmed ***** hours for processing. I called again on 10/24 to check the status of my medica**on and I was told its actually going to take 5-7 business days . I advised the representa**ve that I need the medica**on and that I am traveling on 10/27 so the medica**on if delivered on or after 10/27 will remain outside my home for 2 weeks. The representa**ve told me I cannot cancel my order it will be shipped anyway and I will be charged regardless . I asked the representa**ve if I can call my doctor ** place a new script for when I return , she said I would have to pay for both deliveries regardless of the medica**on I would have to dispose of . This is ********* I was treated with disrespect I was not offered any help. They take advantage of pa**ents that tricare are contracted with to use express scripts. They know we have no choice for our maintenance medica**on and I am willing to go through with li**ga**on if this is how I must con**nue with this business.

      Business Response

      Date: 11/10/2022

      November 10, 2022

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

      211 ***********, Suite 2060

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

    • Initial Complaint

      Date:10/21/2022

      Type:Customer Service 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.
      ******* is the only option i have for very expensive, ~$25000/dose, stelara injections. *******, express scripts, and ***** are all part of the same organization but they blame each other. My *******-only option has not been on time once in two years, missed my first injection, and I'm currently more than 30 days past due. My Gastro. doctor had a patient go off biologic injections once that put her in the hospital for months. I pay over $500/month and my employer pays the rest for medical coverage. This medicine is covered, ******* has the monopoly on *****, my numerous calls, and hours on calls have not helped. I'm paying for this service and I require this service out of medical necessity.

      Business Response

      Date: 11/07/2022

      November 7, 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: 11/08/2022

      Complaint: ********

      I am rejecting this response because:  That's not a response to a complaint about lack of service along with being billed for goods not delivered.

      We will look into it and handle it directly???  So that's all it takes to close a complaint?

      Sincerely,



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

    • Initial Complaint

      Date:10/19/2022

      Type:Sales and Advertising 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 am receiving numerous phone calls and emails from express scripts everyday. I am not interested in pursuing any business with EXPRESS SCRIPTS. It is abundantly clear this organization is calling my home everyday with harassing phone calls. Please assist me in desistiing these daily phone calls Please and thank you

      Business Response

      Date: 11/07/2022

      November 7, 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: 11/11/2022

      Complaint: ********

      I am rejecting this response because:  Express Scripts just called me at 8:00 am this morning 11/11/2022.
      Express continually calls me daily.  I hope you can assist me in
      stopping these harassing phone calls.


      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:  ********
      Complainant:  ****** ******
      Dear Sir/Madam:
      This is to advise you that ****** ******** concern related
      to receiving solicitation calls from Express Scripts Pharmacy has been
      resolved.  We attempted to notify the
      customer of the outcome. 
      Sincerely,
      ***** ************
      Senior Manager, Executive Correspondence

    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.