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

1,596 total complaints in the last 3 years.
452 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:07/09/2025
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.
Express Scripts is a nightmare. I have already sent in a grievance letter which of course did not get a response. My asthma is severe and I require a rescue inhaler to breathe. It has been close to impossible to get my prescription filled through this company. I have never in my life had such difficulty in receiving my medications from any other pharmacy. Cigna demanded I switch to this pharmacy for my coverage to continue and it has been awful. The customer service is abysmal, where the agents have blamed me for not receiving my medications claiming I need to contact my doctor even though my doctor has sent in 4 PRESCRIPTIONS FOR THE SAME MEDICATION. Now, they claim I have no refills even though in their app I can see that there are multiple other active and unexpired prescriptions with multiple refills for the inhaler I need. In addition my husband has worked for ***** for over 7 years. They are negligent and intentionally declining refills on prescriptions. I have had to call them over 10 times in a few months to find out why I can not get my inhaler. Each time there is a new excuse and I am advised to call my doctor to get a new prescription sent in and each time my doctor complies and sends it to them, yet I still cannot get my drugs. 4 ACTIVE SCRIPTS and I still cannot get my inhaler that I NEED to breathe. Disgusting company, they should be ashamed and I advise anyone to avoid them at all costs, especially if you have medications that you depend on for your well being. I am now having to pay out of pocket for these inhalers from another pharmacy that filled with no issues, because Express Scripts refuses to fill prescriptions.
Business Response
Date: 07/29/2025
July 29, 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: 07/31/2025
Better Business Bureau:

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

Sincerely,

********* ********
Initial Complaint
Date:07/08/2025
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.
Complaint Against Accredo Specialty Pharmacy for Endangering Health and Unfair Costs Dear Better Business Bureau,I am writing to file a formal complaint against Accredo Specialty Pharmacy, a subsidiary of Express Scripts, for their handling of my life-saving transplant medications and the undue stress and risk they have caused.I am a recent kidney transplant recipient, having received my transplant on June 4th. As part of my post-transplant care, I rely on several critical medications to prevent organ rejection. Until recently, these medications were provided by my hospitals specialty pharmacy without issue. On July 1st, my transplant team increased my dosage of Envarsus, one of these life-saving medications, from 18 mg to 23 mg. However, my insurance required that I switch to Accredo for these specialty medications.Upon contacting Accredo, I encountered significant delays and a lack of urgency regarding the timely delivery of my medication. The customer service agents did not understand the critical nature of my medication. They informed me of a 5-7 business day approval process, which would have left me without medication and put my health in jeopardy. Only after insisting on speaking with a pharmacist was I able to get an override for local pickup, but this still resulted in delays, forcing me to miss doses and spend an entire day trying to secure just a few pills.Additionally, Accredos requirement places a financial burden on me, as their co-pays are significantly higher than what I would pay at a local pharmacy. As someone living in a hurricane-prone area and working as a traveling salesman, I need reliable and timely access to my medications. I am requesting the ability to opt out of using Accredo and to continue obtaining my medications from a local pharmacy that can meet my needs promptly and safely.Thank you for your attention to this matter. Please help facilitate a resolution that prioritizes patient health and safety.Respecfully,******** *****
Business Response
Date: 07/29/2025
July 29, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/08/2025
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.
I have spent the better part of the past several weeks reaching out, following up, repeatedly, with various departments and contacts within Express Scripts, seemingly to no avail. My wife has a well-documented history of the prescription branded version of *********. For reasons that we nor her Doctor can decipher, Express Scripts is refusing to provide her the coverage for her *********, which has now rendered her to miss work and otherwise be completely lethargic and in pain, which is unconscionable. I have been employed by a number of Banks over the course of my ~20-year career and there has NEVER been an instance where the Prescription Carrier has refused to provide coverage for ********* for my wife.
Business Response
Date: 07/31/2025
July 31, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/31/2025
Complaint: 23571691

I have reviewed the business' response and am rejecting it because they just reached out and neglected to leave a direct dial. Rather, they unprofessionally left an 800 number that is a general line with no ability to leave a voicemail message.

Sincerely,
******* *******
******* *******
Initial Complaint
Date:07/07/2025
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.
Date of transaction 12/6/2024 Original charge of ****** for generic ******** 90day supply. I contacted them shortly after receiving the medication,I think the following day, told them I did not authorize a medication costing that much. I wanted to return, but they wouldn't accept any prescription medication back. They originally said they would take care of this charge and to give them a month to do this. No answer back from them, called them again, and again, and I was told a different story each time I called. One person said i need to fill out a refund request. I filed the charge of ****** as a DISPUTE with my Citi credit card. First dispute, I believe was within 30 days of the charge. Citi Card advised me per email or text, that the dispute was RULED IN MY FAVOR, and that I do not owe it, and no further action is required from me. Express Scripts KEPT CHARGING my CITI CARD every month (every billing cycle, of my credit card. I contacted Express Scripts about the dispute, that was ruled in my favor, and they need to stop charging my Citi Card each billing cycle for that original transaction. I had to file at least 2 more disputes with Citi Card, finally on the 3rd time CITI CARD TOLD ME THIS WAS FRAUD, Express Scripts cannot charge me for that transaction amount again. Citi said they were transferring my dispute to their ***************** and told me they are closing out my account because of FRAUD, and issue me a new credit card. They told me to make sure I DON'T give Express Scripts my new credit card number.
Business Response
Date: 07/24/2025
July 24, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 08/04/2025
I never received any response from Express Scripts. I finally called them today, finally spoke with a supervisor or assistant Supervisor her name was ****** *. that was today 08/04/2025. She said she noted my account, so I will not get billed for the 381.03. So, I guess it is finally resolved. It was VERY HARD, to get what the actual resolution was, and she told me that the BBB should have let me know. I read their response letter they sent to you, saying they (Express Scripts) said they tried to contact me. I said I never got called or anything.
Customer Answer
Date: 09/16/2025
Express Script has resumed billing me for the same amount I disputed earlier.
Business Response
Date: 09/30/2025
September 30, 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
Customer Answer
Date: 09/30/2025
Complaint: 23564945

I have reviewed the business' response and am rejecting it because:
I NEED an ACTUAL SOLUTION, that they will STOP billing me! Theyve been dragging this out, since DEC 6 when the transaction was made. I Cannot BELIEVE, that they will Actually RESOLVE this issue, until they tell me, or you , in writing, that this charge is CLEARED from my account.

Sincerely,

**** ******
Business Response
Date: 10/07/2025
October 7, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/09/2025
Complaint: 23564945

I have reviewed the business' response and am rejecting it because i was suppose to receive a call back and i want clarification in writing that i will not be billed anymore.

Sincerely,

**** ******
Initial Complaint
Date:07/06/2025
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.
I ordered my prescription on 06/29 needing it by 07/06, with typical pharmacies this is plenty of time. I called on 07/01 to ensure the medication would be here by 07/06, the system said it would along with a representative putting in a rush on it. Today 07/05 the website is now showing a delay of up to a week. I called to ask for the order to be cancelled and sent to a pharmacy so I can pick up the medication. There is no guarantee the order can be cancelled and since this was the last refill they are unsure if the prescription can be cancelled and I will need to wait til midday tomorrow 07/06 to find out if it can be cancelled. How is a company that I am required by insurance incapable of fulfilling a medication and I'm just supposed to wait and hope the system allows them to cancel my order?
Business Response
Date: 07/28/2025
July 28, 2025

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

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

Dear ********************** is to advise you that ******* Landinghams concern has been addressed. Ms. ********** secured the medication at the retail pharmacy on July ******, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/03/2025
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.
Paid Express Scripts for 2 day delivery of prescription medication to arrive the day before I left for a trip abroad. The medication was not delivered as promised and when contacted, Express Scripts customer service representatives did nothing to resolve the issue, namely getting me my medication before I left for my trip out of the country. I was first told to wait, the day was not over yet and that **** had until the evening to deliver the package. When it was still not delivered by the evening time, I called again and was told that there was nothing they could do because **** had the package. When I tried to get help again, I was told that I could request a new prescription from my doctor and have it sent to a local pharmacy, this on the evening before a ***** holiday when no one is around. I tried again and was told that I could call **** myself to see if I can pick up the medication from them, again the **** seemed to not grasp that the next day was a ***** Federal holiday so **** would be closed. One rep then offered for me to speak to their pharmacist who could not help either because the order that was held by **** was the last refill on my prescription, but the pharmacist was quick to review possible withdrawal symptoms. When I stated that I did not need to review symptoms but needed to get my medication, I was advised to visit the ** or an *********** Facility to get an emergency refill. Again, no one apparently understood that it was a ***** holiday in a few hours nor did they hear me when I said multiple times that I was flying out in the morning so needed a resolution this evening. Absolutely no one showed any accountability to help resolve the issue with the **** but instead placed the **** one the customer to make things right. How this company stays in business is beyond me.
Business Response
Date: 07/24/2025
July 24, 2025

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

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

Dear ********************** is to advise you that Dahlia ******** concern has been resolved. We made attempts to reach *********** 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,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/03/2025
Type:Product 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.
This is the only specialty pharmacy we can use through my insurance to get my wifes medication. It took multiple weeks of calling the first time to get an order. They constantly lied to us about being able to order in 24 hours. That went on for days and the next call theyd tell us no order was filed by the last person. We were finally able to order her 3 months supply. Its now for a refill and they put her account on hold. They said it would be changed July 1st. We now called July 3rd and they said itll take until July 13th. It seems theyre going to do the same thing and make us jump through hoops for weeks on end. There are multiple complaints about them online. They have no good reviews but they seem to be the only speciality pharmacy in the area. They are playing with medication that people need to live. How are they allowed to do whatever they want with no concern?
Business Response
Date: 07/24/2025
July 24, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/03/2025
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 am requesting my medication be ordered. I have a valid insurance, prescription, prior authorization etc. and the pharmacy refuses to dispense my medication. I am over a month due for my treatment and if I do not receive it timely it causes medical issues in addition to sever emotional distress.
Business Response
Date: 07/24/2025
July 24, 2025

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

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

Dear ********************** is to advise you that **** Mosss concern has been resolved. The medication shipped via ***** Next Day Air that was delivered on July 8, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/24/2025
Better Business Bureau:

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

Sincerely,

**** ****
Initial Complaint
Date:07/02/2025
Type:Sales and Advertising 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 often get automated calls asking me for personal information. They have some information about a prescription of mine. And before they give me that information, they want me to confirm my identity. That involves giving them personal information. In this day in age, with all the scams out there, that is ridiculous. How can they possibly expect us to talk to an AI Voice and give personal information? I surprised anyone cooperates with this. I believe they need to STOP this behavior. Call me or send me an email or text with the information would work just fine.
Business Response
Date: 07/16/2025

July 16, 2025

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

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

Dear *********************** you for bringing this matter to our attention.

This is to advise you that ****** ********* concern has been addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/01/2025
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 carry ******** Supp and Part D insurances through *****. Beginning in April ***** called and mailed numerous solicitations to transfer my pharmacy to ExpressScript (ES). I did so, but from the start, have had difficulties with the service and no effective redress: slow shipping of meds, poorly disclosed requirements for customers to maintain their own "bridge" supply of meds, "sludgy" customer service lines (agents cannot access records outside business hours, then have no authority and no desire to help customer resolve a concern), erroneous holds on prescription refills, rescheduled delivery dates, and no mechanism to help customers resolve routine problems like running out of a prescription.
Business Response
Date: 07/15/2025

July 15, 2025

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

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

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

We made multiple attempts to reach ********** however, have not been able to discuss this matter with him. ***************** return our call, we will be happy to discuss his concerns.

At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager,Executive Correspondence
Customer Answer
Date: 07/16/2025
Complaint: 23543925

I have reviewed the business' response and am rejecting it because: I received a voice message on my home phone from "******" at Express Scripts approximately 2 weeks ago. I returned the call and was told that "******" was out of the office, but I was invited to leave a message and call back number. I did so, leaving my mobile number. Yesterday I received another voice message on my home phone, with an invitation to call "******." I have been in meetings all morning, and have been unable to return the call.

Express Scripts has no good faith basis to believe that the concern is resolved.

Sincerely,

******* ******
Business Response
Date: 07/16/2025

July 16, 2025

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

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

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

We spoke with Mr. ******* discussed his concerns and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/18/2025
I accept the business' resolution, but request that BBB note for its files that I continue to be concerned that the business is marketing its services in a deceptive way to elderly persons, and believe that the advertising practices of the business should be monitored by BBB, consumer advocates and industry regulators.

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Express Scripts is NOT a BBB Accredited Business.