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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

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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

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,588 total complaints in the last 3 years.
    • 445 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/08/2022

      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.
      Express Scripts is using every excuse not to issue one of my Gastro medicines called ******* after the doctor had already done the research to issue it for a long-term maintenance medicine. I have spoken with Express Scripts several times and received every excuse from its the maximum dose, they need to talk to my doctor after the medication was initially put in on November 30 of this year Express Scripts gave the excuse. They need to talk to the doctor. My doctor contacted them, and the prescription went into processing, and then was then with no reason canceled on this first week of December I called and was told that I had to call ******* ***** to discuss the issue and get the prescription cleared. I called ******* and they told me they did not deal with any type of prescription medication’s. That’s the responsibility of Express Scripts, and gave me a reference number: ********. On December 6 the prescription was re-put in to a processing status and today on December 8 yet again for no apparent reason was placed on hold because they had to talk to my doctor for the third time and told my doctors office that I needed to call ******* to get the clearance which I’ve already referenced above. The doctor has done the research. He knows what’s best for me. He is a medical doctor, the pharmacist or not, please assist in getting me my prescription. Thank you in advance.

      Business Response

      Date: 12/22/2022

      December 22, 2022




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


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


      Dear Sir/Madam:

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

      Sincerely,




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

    • Initial Complaint

      Date:12/07/2022

      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.
      On 11/7 I had a claim form and all receipts emailed to Express Scripts via **** *****, a **** rep. She confirmed shortly thereafter that everything looked great, and I should hear from them soon for reimbursement. On 11/10/22 I called Express Scripts to make sure they had everything they needed. I was told that they received blank submissions. I went back over the emails to and from *****. They are all legible. I decided to send everything again, only this time i sent it Priority Mail via USPS. The items were mailed on Monday, November 14, 2022, and were received on Thursday November 17, 2022. The 31 one receipts were xerox copies of the originals, as they do not want originals. These copies were clearly legible and included any and all information required and then some. I called them on 11/17/22 to confirm. They claimed they did not have it. Called again on 11/25/22. They said they did not have it. This person claimed that they may actually have it but it would not be in system until 12/6/22. I called on 12/6/22. First was told they did not have it, then after nearly 80 minutes on phone I'm told it appears they have it but it's not legible. To make matters worse, the rep tells me i can only have 2 receipts per claim form even though it clearly states to attach more paper if needed. I have tried over and over to straighten this out. I am due reimbursement, and I am feeling I'm getting the run around. Each person I speak to has a different version of my claim. Today, 12/7/22, I am speaking with yet another rep who is telling me that she sees no submissions whatsoever and perhaps I should send it all again??????????????????????? Please help.

      Business Response

      Date: 12/22/2022

      December 22, 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,




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

    • Initial Complaint

      Date:12/05/2022

      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.
      Express scripts charged me for medicine i did not request not receive and did not follow insurance company dispencement rules of 90 days. They kept charging credit card and i have been following up with them since September with no resolution.

      Business Response

      Date: 12/20/2022

      December 20, 2022




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


      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 and satisfied with
      the outcome.

      Sincerely,




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

    • Initial Complaint

      Date:12/02/2022

      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 orthopedic doctor prescribed a 1 time injection for my painful knee in June, 2022. The injection was approved by my pharmacy insurance ******** ********* ********* and I was told the cost to me would be $60. I agreed to the $60 payment via phone call with an ******** representative and went through with the injection. In August or September I received a bill for $471.67 from *******. I called and explained the bill was inaccurate. They reviewed the original phone call stating the injection would cost me $60 and said the bill would be $0. I paid the $60 and was told I was all set. I continue to receive a bill for $411.67. I have called every month i get the bill and nobody can resolve my concern. I was told at the end of one communication I would receive a phone call from a supervisor which never happened to resolve the bill. I have also *** told it takes 90 days to resolve the bill. Well it is over 90 days. I called again today (Spoke with a representative from *******, ****** **********, and Express Scripts) with no resolution. I have spent about 5 hours trying to clear the bill up and nobody helps. I want current bill that says $0 are owed. I want to keep my good credit. I also believe this falls under the No Surprise Act regarding medical bills.

      Business Response

      Date: 12/20/2022

      December 20, 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,




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

    • Initial Complaint

      Date:12/02/2022

      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.
      It was between November 15th- December 1st 2022. I had an insulin alternative injection pen that failed to work. I called the pharmacy in question and the Pharmacist ***** assured me that *** ***** the manufacturer would email me a voucher to replace the medicine. I spoke with them and they said they do NOT email vouchers for medication replacement. I was approved for my voucher by *** ***** and they sent the information to my pharmacy. My pharmacy argued with me, ***** specifically, and said they never recieved anything from them and that I was supposed to get a voucher in my email. He argued with me till he was blue in the face. Told me I was wrong and proceeded to grandstand and belittle me. I called *** ***** again and they contacted the pharmacy for me. We go to get my medication finally and it's one day before I need my injection, mind you I started this two weeks ago, and he says they don't have it and we have to wait on truck. We come back the next day, the day I need my injection, and he says that we got it yesterday and they don't have anymore. Argued with him again and again until he finally checked and brought me my injection. He is gatekeeping my diabetic medication because he was wrong and didn't want to admit it on multiple occasions. This mans ignorance could have cost me my life. I will be seeking legal advice. I hope you guys can do something about this. The world deserves to know how dangerous and incompetent these people are.

      Business Response

      Date: 12/19/2022

      December 19, 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

    • Initial Complaint

      Date:12/02/2022

      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.
      I went to fill two presciptions at the ***** **** in ***** **** ** *********. My insurance didn't work. We called express scripts. They told me to pay and submit for reimbursement on the ******** health plan. I paid out of pocket for two scripts one for 50.26 and one for 131.28. I then sent a copy of the invoice along with the requisite form to express scripts. Then nothing happened. I've followed up recently and can't get a clear answer. I just want the reimbursement to which I'm entitlted.

      Business Response

      Date: 12/20/2022

      December 20, 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,




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

    • Initial Complaint

      Date:12/01/2022

      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.
      My husband, ***** ***** has Non-Hodgkins Lymphoma and is currently going through chemo. We were just informed today that, as a result of the tumor in his abdomen, a blood clot has formed. He was prescribed by his oncologist a blood thinner, but this company says that he has to have “pre-authorization.” Can someone please explain to me what the difference is between that and a prescription???? Express Scripts have been HORRIBLE to deal with through his entire ordeal, and now his prescription is delayed because they won’t take the prescription of an ONCOLOGIST!!!

      Business Response

      Date: 12/19/2022

      December 19, 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 Holly Allen’s concern related to
      her husband’s medication has been resolved.  The customer was notified with the outcome.
      Sincerely,

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

    • Initial Complaint

      Date:12/01/2022

      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.
      I have attempted numberous time to submit a reimbursement request to this company and keep getting the run around about the NDC. No one seems to be able to provide me with any assistance. When I contact Web Support the person named ***** has been very rude and has hung up on me in one instance when it was time to complete the survey. This matter has been going on since October. Can I please get some assistance.

      Business Response

      Date: 12/19/2022

      December 19, 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,




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

    • Initial Complaint

      Date:11/30/2022

      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.
      Express scripts won’t cover an emergency albuterol inhaler for a child. I pay for their service and it’s terrible, prescriptions not being delivered only allowed to use pharmacies in their network, prescriptions not covered at the pharmacy only allowed by mail order.

      Business Response

      Date: 12/16/2022

      December 16, 2022




      Better Business Bureau Serving Eastern Missouri and Southern
      Illinois
      *** ** ********* ***** ****
      ***** ****** **  *****
      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:11/30/2022

      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.
      In June 2020 my DERMATOLOGIST sent a NEW prescription to ExpressScripts. I took disability leave from work at the end of 2019 so my income was already cut in half. I could not afford more than $20 per medication. Despite me telling this to the employees on multiple occasions when I authorized each of my prescriptions, none of them ever informed me that I needed to set a LIMIT to how much they are allowed to AUTOMATICALLY charge me for a medication or that I needed to tell them that they actually needed my permission to disburse a medication. ExpressScripts did not ask my permission to send me a $300 medication and bill me for it. I immediately called to ask to return it and they declined. I could not afford it and was very ill (hence the disability leave) so I forgot about it. I had to move multiple times because I could not afford housing. ExpressScripts ended up sending this bill to collections and I got a call from the collections agency in 9/2022. TWO years later. I now have NO income. I still cannot afford the medication that I did not authorize. I am crying because it should be illegal for a pharmacy to freely charge for any medication they receive a prescription for when EVEN THE DOCTOR prescribing it can't tell us how much it will cost or if it will be covered. I have contacted them multiple times and been given conflicting information by employees. I finally got a clear answer that nothing can be done to resolve this bill. This service is anything but convenient. Please beware.

      Business Response

      Date: 12/16/2022

      December 16, 2022




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

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