Complaints

This profile includes complaints for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Express Scripts has 173 locations, listed below.

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• 

  Express Scripts

  1 Express Way Saint Louis, MO 63121-1824

• 

  Accredo Health Group

  2 Boulden Cir Ste 1 New Castle, DE 19720-3492

• 

  Express Scripts

  PO Box 21773 Chicago, IL 60673-0001

• 

  Medco Inc.

  653 Kingsley Ave Orange Park, FL 32073-5467

• 

  Merck-Medco RX Services

  PO Box 747000 Cincinnati, OH 45274-7000

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:11/29/2022

  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.

  My prescriber accidentally sent my prescription for a controlled substance to express scripts, which I didn't notice immediately due to the Thanksgiving holiday. When I noticed, I called the doctor's office to have the prescription order to express scripts cancelled, and to have my prescriber send it to the pharmacy that I prefer.
  I then called express scripts immediately after, at 2:58pm 11/29/22. The rep told me the order had been cancelled. I then was notified by my preferred pharmacy that they could not fill the order, as it was too soon to fill again.
  I called express scripts back at 7:05 pm to confirm my order cancellation, which the rep confirmed. I said that the order won't go through with my pharmacy because it says it was filled, so the rep double-checked. Apparently, my order was cancelled with one part of express scripts, but "on the back end" it was too late to cancel and was shipped out. It doesn't register as delivered to **** when I input the tracking number, and I can't even view the medication in my medication orders because it was cancelled.
  Worse, it's a controlled substance, so there's a very limited timeframe before I run out of my medication.

  Business Response

  Date: 12/15/2022

  December 15, 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:11/29/2022

  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 had to switch to Accredo pharmacy for my specialty medication due to an insurance change. I was repeatedly assured that my copay assistance program would be billed first, and that I would be billed the remainder which has always been $5. My credit card information was given to them for this, however I opted out of auto pay and I have an authorization limit of $500 (screenshot attached). On 11/22 I was charged an unauthorized amount of $2,715.30. I called Accredo and was told that they forgot to bill copay assistance first, and that they'd issue me a refund since they confirmed that copay assistance paid that amount. 1 week later on 11/28, no refund had been applied. I contacted Accredo and they claimed that the refund hadn't even been noted but that they would do it then. The rep proceeded to mistakenly charge me AGAIN the amount of $2,715.30. She let me know that she would process a refund of $5,430.60 to cover both charges.
  
  Called again this morning 11/29 to check on the status of that refund, rep told me she didn't see anything but that she went ahead and processed a refund of $2,175.30. I told her that not only was this the wrong amount (2 numbers switched around), but that I needed a refund for $5,430.60. She then confirmed that she found the original refund, and that she needed to debit my account for the $2,175.30 mistaken refund that she issued bc she couldn't cancel it.
  
  To date, my account has been charged $7,605.90 in unauthorized, mistaken, accidental charges and Accredo refuses to give me any sort of timeline as to when I will be receiving my refund. The original charge was billed without my authorization, and completely ignored my opt-out from the auto pay program. Accredo's billing team has been incredibly rude and any time I ask for a timeline on these supposed refunds they tell me to ask ****. **** has let me know that they see 0 pending refunds in their system. The way Accredo responds to its own billing mistakes is absolutely fraudulent.

  Business Response

  Date: 12/15/2022

  December 15, 2022
  
  
  
  
  Better Business Bureau Serving Eastern Missouri and Southern
  Illinois
  *** ** ********* ***** ****
  ***** ****** **  *****
  Attn:  Dispute
  Resolution Department
  
  
  Tracking ID:  1*******
  ************  ****** ******
  
  
  Dear Sir/Madam:
  
  This is to advise you that ****** ******’ concern related to
  a billing issue with her credit card has been resolved.  The customer was notified and satisfied with
  the outcome.
  
  Sincerely,
  
  
  
  
  ***** ************
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:11/25/2022

  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.

  I have been forced into using ******* due to health insurance restrictions. In the past 3-4 years, I’ve had medications shipped to incorrect addressed (and blamed unit I insisted they pull the call), spend at least 45-60 minutes on the phone with them each month trying to get my medications, and am treated terribly by their team. Today they told me I owed $400 for a script from May (this medication is covered with co-pay assistance, something they set up on their end to avoid billing interruptions). Today I called to get my refill, and they told me I had to pay this balance, when I asked them to contact co-pay assistance (they had the numbers, but it was partially covered so they couldn’t run the card- don’t know how it worked from May-October, but I suspect incompetence is the driving force), they said they tried, but they were closed for the holiday- I called them an hour later and connected. When I called ****** back, it took the rep ~10 minutes to resolve the entire problem This company makes so many small mistakes and doesn’t care at all about patients. My perception is they look for ways to make things difficult for their patients and are going to at some point (if they’ve not already) result in somebody’s illness/injury. They are terrible, and I”m not alone in my sentiments, it’d be nice if we weren’t forced to use a company that is so far below what the standard of care should be.
  
  Thank you.

  Business Response

  Date: 12/19/2022

  December 19, 2022
  
  
  
  
  ****** ******** ****** ******* ******* ******** *** ******** ********
  *** ** ********* ***** ****
  ***** ****** **  *****
  *****  ******* ********** **********
  
  
  ******** ***  ********
  ************  **** *******
  
  
  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,
  
  
  
  
  ***** ************
  ****** ******** ********* **************