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

1,559 total complaints in the last 3 years.
455 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:04/22/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
****************, owned by Express Scripts has been negligent in getting me my ***** for migraines in a timely matter. I am in pain and cannot function because I am overdue. They keep telling my doctors office they need a prior authorization when its been sent 5 times. They also told me all was resolved and that the medication would be sent, then cancelling it to say again they need a prior authorization. They also claim I owe them money even though I have been with a co pay assistance program since I have been on ***** and I always make sure to get the customer service representative to make sure they are getting billed. I can prove enrollment. I see there are multiple complaints and a class action lawsuit in ** about ******* and mis use of co pay assistance programs and getting money from both patients and the assistance program. They insist on doing all business on the phone so things are incredibly hard to track and speaking to someone who is not in a call center in another country is impossible. I would like BBB to help me resolve these issues before I contact a lawyer.
Business Response
Date: 05/06/2025

May 6, 2025

Better Business Bureau Serving **************** and *****************
************************************************************************************************; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ********* Martinezs concern has been resolved.

We contacted Mrs. ********* discussed her concerns and this matter is considered closed. We will remain in contact with Mrs. ******** regarding another matter through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 05/06/2025
they actually just reached out again and made the situation better!
Initial Complaint
Date:04/21/2025
Type:Service or Repair 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.
Every time I call express scripts to deal with prior authorization for my medication I have stay on the phone for 1 hour or more. One rep tell me one thing another tell me another. The supervisor also dont know. I am now getting told that my doctor did not do the prior authorization. My doctor assured me that they did do the prior authorization. express scripts says i need a case opened to get my prior authorization. I told them I never had to do this before. Confused yet, me too. Somebody please help me!
Business Response
Date: 05/12/2025
May 12, 2025

Better Business Bureau Serving **************** and *****************
***************************
************ *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ****** Clarkes concern has been addressed. We contacted Ms. ******* discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:04/21/2025
Type:Billing Issues
Status:
ResolvedMore 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 used ****** with an Abbvie copay card up until 2/28/***** of 3/1/25, Express Scripts required me to use ********** with a ******* copay card.On 3/25/25, I had a $0 balance with **********************. I was paid in full. Placed an order for ********** for the 1st time using the ******* copay card for $298.31 to be paid in full with ******* copay card.On 4/8/25, I checked to see if it was processed. It wasnt. Suddenly, the bill was $1774.37. I called ********************** and spoke to billing. She said that amount was for the $298.31 for ********** AND for a 2/27 order of ****** costing $1476.06, that they forgot to process in a timely manner, but that it would be covered in full by Abbvie copay card.She processed the $298.31 for ********** using the ******* copay card. It went through perfectly leaving a balance of $1476.06 for the 2/27 order of ******.I then called Abbvie Copay Assistance to verify that funds were available. They were. She also said for me to call ********************** billing and have them reverse and reprocess the order using the Abbvie card.On 4/10/25, I called ********************** billing to do that. ********************** said the patient is not allowed to request that. So we called ****** copay on a 3 way line and spoke to a rep. ********************** and Abbvie argued back and forth for 2.5 hours. It was a 2.5 hour "blame game" between **********************, Abbvie, and Express Scripts. Totally unprofessional. *** with ********************** kept reprocessing already paid items, even going back to 2024 for some reason. I ended up with a balance of $3494.24 after 2.5 hours of her reversing already processed payments!On 4/11, I logged in to see if it had been corrected, and it was even higher! $3708.24!On 4/14, the balance was miraculously $0. I thought they had finally fixed ***** of 4/18, I now have a balance of $519.20 for who knows what? It should be zero. This is the most incompetent, unprofessional company I have ever dealt with. To make matters worse, I cannot order meds I need to walk until the correct their error.
Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau Serving **************** and *****************
************************************************************************************************; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ******* ******* concern has been addressed. We contacted Ms. ******* discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/07/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******* ******
Initial Complaint
Date:04/21/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 an outstanding prescription that has been stuck in limbo with Accredo since January 2025. My insurance approved the prior authorization, and my doctor has been in contact with Accredo nearly every week to get the script filled to no avail. We have been told numerous things about why they can't fill my script - because they don't have the prior authorization approval (which has been sent over numerous times). They have also told my doctor that they could request verbal confirmation, which they have. We are now 4 months into delays, and I am 5 months behind treatment as a result of these unnecessary delays, causing my condition to worsen significantly over time.The ******** authorization claim number on the claim is listed in the account/order/tracking number below and the prior authorization was approved on 1/31/25.
Business Response
Date: 05/12/2025
May 12, 2025

Better Business Bureau Serving **************** and *****************
***************************
***********, *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ******** Worthingtons concern has been addressed. The medication in question shipped via ***** Next Day Air that was delivered on May 6, 2025.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/12/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******** ***********
Initial Complaint
Date:04/21/2025
Type:Service or Repair 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 name is *** ******. My express script ID number. Is ************. I I have been taking Parnate/Tranylcypromine for over 25 years for severe, treatment, resistant depression. I desperately need the medication to stay out of the hospital . I have been trying now for over a month and an I have been trying now for over a month and a half to get express scripts to fill the prescription. I have called customer service 11 times. My doctors office has called and sent requested information four times . I have sent four emails. Every time I call, I am told of a different barrier to the order. One time they said my prescription expired - not true. Another time they told my doctors office that they didnt have any insurance information for me. One time they told me that I needed to authorize them to ship the prescription. During each of my last 3 calls over the past two weeks, I have been promised that my order is being processed and will be sent ASAP. Today, the express scripts system indicates an order is pending but it lists a copay over *****. . Express scripts has handled my prescriptions for the last 10 years. Several times over the years, express scripts has delayed providing my medication by up to 2 months/ or denied coverage with respect to medications Ive been taking over 20 years - despite up to date prescriptions, automatic refills authorization for payment. All I am asking is that they provide the medication. Theres no question its covered under the plan and that I pay for it. It is difficult to conclude that the company is acting in good faith.
Business Response
Date: 05/05/2025

May 5, 2025

Better Business Bureau Serving **************** and *****************
***************************
***********, *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ****** Conlins concerns have been addressed.

We have been in contact with Mr. ****** and will remain in contact through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/19/2025
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.
On 4/12 I reordered my ********** .25 2x day. On 4/15 I received a email the medicine was cancelled and not yet approved. I called and explained I had only 2 days left of medication and was advised this is dangerous to stop suddenly and could create deadly withdrawal and they would expedite it overnight. It is now Saturday 4/19 and the express scripts website shows delivered but **** shows it a hour away and due 4/19 7 days after it was ordered. SECOND TIME IN A YEAR they keep delaying my meds so I am out and they ship less
Business Response
Date: 05/12/2025
May 12, 2025

Better Business Bureau Serving **************** and *****************
************************************************************************************************; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ****** ****** concern has been addressed. The medication in question shipped on April 16, 2025 via the **************************** that was delivered on April 19, 2025.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/13/2025
Complaint: 23225286

I have reviewed the business' response and am rejecting it because:
The medication was again a week late just like the last 2 refills and I was forced to get supplemental meds else where. I want my meds overnighted per the contract w member

Sincerely,

****** ******
Business Response
Date: 05/20/2025
May 20, 2025

Better Business Bureau Serving **************** and *****************
************************************************************************************************* 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ****** ****** concern has been addressed. We made attempts to reach Ms. ******* however, have not been able to discuss this matter with her. ***************** return our call, we will be happy to discuss her concerns. At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/21/2025
Person left message yesterday stating he was **** from corporate to address complaint on home phone number and call was returned in 5 minutes.
A woman answered the call with hello. I said hi Im returning Mikes call. She then said who and I said I was told this was express scripts and call ended. 51 seconds, record above.
I am removing all prescriptions right now unless it can be shipped with tracking. This has gone on for 2 years with my meds and Im tired of begging other pharmacists for a couple days pills.
Customer Answer
Date: 05/21/2025
Person left message yesterday stating he was **** from corporate to address complaint on home phone number and call was returned in 5 minutes.
A woman answered the call with hello. I said hi Im returning Mikes call. She then said who and I said I was told this was express scripts and call ended. 51 seconds, record above.
I am removing all prescriptions right now unless it can be shipped with tracking. This has gone on for 2 years with my meds and Im tired of begging other pharmacists for a couple days pills.
Initial Complaint
Date:04/18/2025
Type:Order 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 filing this formal complaint against express scripts for ongoing and deeply concerning medical negligence that is putting my health at serious risk. I have been attempting to get a prescription for ********-SOL, a medically necessary thyroid medication, approved for over three months. My physician specifically prescribed ********-SOL because I have **************, and the alternative medications listed by the insurance company (including ************* tablets and Ermeza solution) contain ingredients that are harmful and unsafe for my condition.Despite multiple attempts to resolve this, I continue to receive the same generic rejection referencing step therapy, which is grossly inappropriate in this context. My doctor has made it clear that ********-SOL is the only safe option due to my severe gluten intolerance and the potential for serious and irreversible health consequences from taking alternative medications.This ongoing delay and refusal to approve the only medically viable treatment amounts to medical negligence and demonstrates a disturbing lack of seriousness regarding the gravity of my medical condition. The insurance company has shown zero urgency, responsiveness, or accountability. This is not simply an administrative inconvenience this is a direct threat to my health and well-being.If this issue is not addressed immediately and my prescription for ********-SOL approved without further delay, it could cause harm to my health.I urge the Better Business Bureau to investigate this matter thoroughly and hold expressscript accountable for putting a patients health at risk due to bureaucratic indifference.
Business Response
Date: 05/05/2025

May 5, 2025

Better Business Bureau Serving **************** and *****************
***************************
***********, *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that ******* ****** concerns have been addressed.

We have been in contact with Mrs. ***** and will remain in contact through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/17/2025
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 am enrolled i the ******** Payment Plan. Express Scripts assured me that I would not be billed for my Mounjaro prescription and that payment would go through the ******** Payment Plan. Instead, Express Scripts debited my checking account for $1,142.70. I reached out to them and was informed that they are processing my request for a refund and that it would take 30 - 45 business days (excluding weekends). That is up to 9 weeks. They took my money promptly, but won't refund it promptly. I disagree with this policy. I should not have to wait up to 9 weeks. I expect a refund to be issued promptly, just like they took my money.
Business Response
Date: 05/07/2025
May 7, 2025

Better Business Bureau Serving **************** and *****************
***************************
***********, *******; 63102
Attn: Dispute Resolution Department

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

Dear *********************** you for bringing this matter to our attention. We have been in contact with Ms. ********* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/15/2025
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.
FOR MY MIGRANE MEDICINE, EXPRESS SCRIPTS SENT ME A LARGE BOX WITH "1" PILL IN IT; IT WAS A DR ****** IT WAS SUPPOSED TO BE A 90 DAY SUPPLY; THEY NEVER EVEN CALLED TO VERIFY THAT "1" PILL IS CORRET WITH ME OR THE *** THEY ARE NOW REFUSING TO GIVE ME MY MONEY BACK OR JUST LET ME PAY FOR THE ONE PILL; THEY ARE TELLING ME THAT I HAVE TO PAY THE SAME FOR 1 PILL OR A 90 DAY SUPPLY. SPOKE TO SEVERAL PEOPLE THERE INCLUDING A PHARMACIST AND ***** WOULD HELP ME FIX THE SITUATION.
Business Response
Date: 05/01/2025
May 1, 2025

Better Business Bureau Serving **************** and *****************
***************************
************ *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that Angelique *********** concern has been addressed. We contacted Ms. *********** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/05/2025
Complaint: 23206044

I have reviewed the business' response and am rejecting it because: they are still trying to charge me for the 1 pill that was Dr ***** , there is a ***** charge on my account. Will not pay. I offered to return it.

Sincerely,

********* **********
Business Response
Date: 05/12/2025
May 12, 2025

Better Business Bureau Serving **************** and *****************
***************************
************ *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that Angelique *********** concern has been addressed. We contacted Ms. *********** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/12/2025
Complaint: 23206044

I have reviewed the business' response and am rejecting it because: they are still charging me ***** for one single pill that was a Drs mistake they sent me a huge box for one pill!!! I offered to return it or pay for one pill but they want to charge me the same as if I ordered a 3 month supply.

Sincerely,

********* **********
Initial Complaint
Date:04/14/2025
Type:Billing Issues
Status:
ResolvedMore 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.
On 3/17/2025 I was invoiced $5,249.96 for an order I had placed through Accredo/Express Scripts. On 3/19/2025 I made a credit card payment for the full amount. Despite having told them many many times, and having had this same issue in 2022, not to use any co-pay assistance on my orders, they applied co-pay assistance to my order. Next, they credited my payment of $5,249.96 back to my account as a credit balance. On 3/24/2025 I contact Accredo and informed them of the problem. They told me that they could clearly see that I had request several times that co-pay assistance not be used. They told me that my case would be forwarded to a special team to have the copay assistance returned to Opus Health and to have my payment applied and my out of pocket accumulator adjusted to properly reflect my payment. I was told this normally takes 5 to 10 business days. When I called again to check on the status, I was told it takes 7 to 14 business days. It has now been three weeks since I initially contacted them and there has been no resolution. In the mean time, my medical and prescription drug claims are not being processed correctly because my accumulator balances do not properly reflect my $5,249.96 payment made on 3/19/25. I ask that they immediately return the co-pay assistance that they took from Opus Health and instead apply my $5249.96 payment and refund to my credit card any amount that exceeds my out of pocket maximum.
Business Response
Date: 04/30/2025
April 30, 2025

Better Business Bureau Serving **************** and *****************
***************************
************ *******; 63102
Attn: Dispute Resolution Department

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

Dear ********************** is to advise you that **** Storzs concern has been addressed. We contacted Mr. ****** discussed his concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/01/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

**** *****

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Express Scripts is NOT a BBB Accredited Business.