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:04/14/2025
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.
Hello,Due to the closure of my local ********** I had switched to Express Scripts (it's heavily encouraged by Cigna). I have been taking ********* to control perimenopause symptoms, such as night sweats, insomnia, and most importantly, burning mouth syndrome (BMS) associated with perimenopause. BMS is really painful. When I wasn't on estrogen, I had flare *** every night, often the pain was excruciating and made it difficult to eat and sleep. About a month ago I received my new ********* 2mg pills, allegedly manufactured by ******************* from Express Scripts. I gradually noticed over the past month that instead of getting better, my symptoms were all recurring again, more and more frequently and more painfully. Finally, I had to allow that the drugs were not working as intended. It so happens that I still had about a week's worth of my original ********* from ********** I took those pills and right away I felt better. No mouth pain, no night sweats, better sleep. I had to report this incident because sending drugs that don't work to patients is unacceptable. They caused me a month of physical and emotional pain. I don't want this to happen to anyone else. This needs to be investigated and fixed.
Business Response
Date: 04/25/2025

March 25, 2025

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

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

Dear ********************** is to advise you that multiple outreach attempts have been made to ***** **** to discuss her concerns. To date, Mrs. **** has not returned our calls;therefore, her case has been closed as resolved. **************** contact our office, we will be happy to discuss her concerns.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/11/2025
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.
This complaint against Express Scripts is related to a billing error they made in my account related to a January 2024 invoice.On March 17, 2025, I received a text message from ************************ (***) stating that Express Scripts sent $250 to collection for a January 2024 invoice.I immediately called Express Scripts. I was put on hold three times and the calls were disconnected. The third call I was disconnected after I was on hold for an hour. Fourth call: a person in billing said the invoice was in my husbands name. He has never had an account with ********************** or Accredo. She asked: Why didnt you just pay the bills we sent? Let's make this clear: EXPRESS SCRIPTS DID NOT SEND ANY BILLS FOR THE INVOICE. Lets also be clear that they had the correct address with my husbands name. I asked why my online account currently showed a zero balance and why it also showed a zero balance when I filled my final prescription with Express Scripts in June 2024. The billing person said they zero out an account when it goes to collection. I asked why my online account showed the invoice as paid in full, but I received no ************** January 2024 there was a disruption with my co-pay assistance, so it is possible I owe the amount. However, I received statements every month until my final refill with Express Scripts in June 2024 that showed zero due. Several times when I refilled my prescription I asked if there was any balance on my account: I was told no. After four phone calls and 2 hours and 38 minutes on the phone I paid $250 with a credit card. I requested a receipt that I immediately sent to ****I called NRA on 4/11/2025, and they acknowledged they received the receipt and were awaiting a response from Express Scripts.I have acted promptly to resolve this issue. Now nearly one month has passed since *** first notified me. Express Scripts, its time for you to resolve this issue with ***. You caused this error, and you need to correct it.
Business Response
Date: 04/22/2025

April 22, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Express Scripts has confirmed that I have a zero balance.

Sincerely,

***** *****
Initial Complaint
Date:04/11/2025
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.
I placed the order with express scripts and had it shipped on 04/01. I was home the entire day for the package (I work from home) and no package was delivered nor attempted. I checked the tracking next day and the package was on the way back to you guys. I called *** and was told it was direction of sender. I did not reject the package. I contacted express scripts immediatley and asked them to transfer my prescription and had amazon pharmacy send the request, Instead I get ignored and log on to see you want me to pay $250!!!!
Business Response
Date: 04/25/2025
March 25, 2025

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

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

Dear ********************** is to advise you that multiple outreach attempts have been made to Meggie ***** to discuss her concerns. To date, Mrs. ***** has not returned our calls;therefore, her case has been closed as resolved. Should Mrs. ***** contact our office, we will be happy to assist and discuss her concerns.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/11/2025
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.
Since Aug 2024, I have been receiving my Wegovy Rx from my local pharmacy, Rite Aid. I received it monthly, paying a $24.99 copay each time. This continued thru early Jan 2025. On Jan 31, 2025, Rite Aid instructed me to pay $1287.46 if I wanted to receive the medication. Because it's a medication that needs to be taken without interruption, I paid for the Rx in full using my ***** debit card. Rite Aid rounded it up to $1288, the $0.54 was donated to a charity. I contacted Express Scripts the next day, and during that conversation, I was informed I need to follow their 90-day supply rule. I explained that I had just paid for the medication in full, and I was informed that I can complete a direct reimbursement form either online or submit via mail because my particular plan allows me that benefit. I was instructed to include original receipt showing my proof of payment as well as the pharmacy portion indicating the medication, dosage, quantity, price charged. I completed the form and mailed everything in immediately. In mid-February, I called to follow up on the status of my request. I was informed by the representative that I was already paid and that my request would be considered a duplicate submission. I replied that this was not true. The representative checked with her supervisor. The supervisor advised me to submit again because that was an error on their part and that it was okay if I submitted copies since the originals were already received by Express Scripts. Immediately following that phone call, I completed the reimbursement request and submitted online, and I sent in another copy by mail. I have since received two denials from Express Scripts in March 2025 denying my request with the following justification: "This is a duplicate claim. Our records show that we have already paid you or your pharmacy for this claim, or we have already applied the amount of the claim to the benefit amount for which you are responsible" I have appealed twice to no avail.
Business Response
Date: 04/25/2025

April 25, 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 Mr. ****** and will remain in contact through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/28/2025
Complaint: 23190760

I have reviewed the business' response and am rejecting it because: I received a voicemail from ****** with whom I spoke one week prior. He followed up with me because he was in receipt of my complaint. I explained to him in detail why I made the complaint. He did not have a resolution for me on the spot because he had to look into the case further. The details were not making sense to him as to why I was put in the predicament I am in and out $1200. He left me a voicemail on Fri, 4/25 letting me know he still has no update or answer and that he would continue to look into it. The bottom line is that I was misinformed on two occasions by three different employees of Express Scripts. For that reason alone, I should be reimbursed. ****** confirmed he listened to the calls between me and the Representatives and that I was not given the correction information. The medication in question has to be taken on schedule without breaks or gaps in treatment. I paid for the Rx in full because I was due for my next dose. I was then told I would be reimbursed by Express Scripts once I completed forms, received pharmacy signatures and receipts. I went out of my way and to great lengths to provide the company with the proof they needed in order to reimburse me. Now I am told I cannot be reimbursed. That should have been explained to me when I called to inquire about it during my first phone call, nevermind two phone calls speaking with three separate employees. The fault here lay on the lap of the Express Scripts Staff and lack of training or experience. I should not be penalized heavily because of their issue. I am rejecting their decision to close the case because it is far from resolved. Thank you.

Sincerely,

****** ******
Customer Answer
Date: 05/12/2025
The company reimbursed me in full. Thank you for your assistance.
Initial Complaint
Date:04/07/2025
Type:Delivery 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.
Not receiving long acting insulin, am a Type 1 Diabetic *** must have long and short acting insulin. Have received 6 emails from Express Scripts stating needing more information from Doctor. Contacted Doctor 5 times to clarify orders. Was told by Express Scripts 4/1 that medication was in stock and they would ship when dosage was confirmed by ******* *** did this 4/1/25. Received email today, 4/5/25 that order not processed due to more info from Doctor and they had tried to contacty him. This has been in a span of less than 6 weeks. I don't know what else to do, I'm frustrated and helpless at this point and my Doctor has done everything they have asked. Can someone please help.
Business Response
Date: 04/10/2025

April 10, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/11/2025
Better Business Bureau:

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

Sincerely,

******** ******
Initial Complaint
Date:04/05/2025
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.
This pharmacy has been delaying my medication, even when I call it in as early as they allow me to. I called in a refill on March 24th and my last day until I would run out would be March 31st. I didn't receive my medicine until late in the day on April 3rd, leaving me completely without for about 3 days. I called March 28th and March 30th expressing my concerns and if they could escalate the order. I called again twice on Monday and was assured it was shipping out "1 day shipping". I received so many contradictory reasons for the delay and nobody seemed to know what was going on, nor did they seem to care. I need this medicine and they have been running me out on several occasions. This is unacceptable to me.
Customer Answer
Date: 04/07/2025
Yes, I did get the medication on April 3rd, but they ran me out of medication for 3 days
Business Response
Date: 04/17/2025

April 17, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/18/2025
Complaint: 23165125

I have reviewed the business' response and am rejecting it because:

Sincerely,

***** *********
Customer Answer
Date: 04/18/2025
I am rejecting this because the business has not done anything to correct this ongoing problem. I felt the call was only to express "they are doing all they can", yet apparently they just can't be consistent about getting my medication to me on a timely manner and running me out for days at a time.
Business Response
Date: 04/24/2025

April 24, 2025

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

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

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

We contacted Mrs. ********* and discussed her concerns. We attempted a second outreach to confirm information previously discussed, but we had to leave a message. ********************* contact our office, we will be more than happy to discuss further.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/04/2025
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 refilled my prescription that I have been refilling for the past several years for $10-20 per refill, on February 25, 2025. For 30 day dose my prescription cost was $2.70. I just requested a refill again through same pharmacy but the prescription now is a 90 day dose. Im being charged over $70 for this refill. I have called customer service several times. They gave me the runaround each time. They gave me several different explanations why this is happening. I ended up filing a case which was denied. Today after several hours trying to get through to appeal the decision, I was told this decision cant be appealed. No one can answer my questions as to why for years I was charged $10-20 per refill even at the start of the year, this year $2.70 and now suddenly its $70. No one knows anything. No one wants to do anything. No one cares about anything. The automated system is a nightmare. It doesnt recognize what you say. It connects you to the wrong department after which they throw you back to the same system. I want an explanation as to why is my copay suddenly increased.
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 ***** ****** 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: 04/30/2025
Complaint: 23161649

I have reviewed the business' response and am rejecting it because:

- This is to advise you that ***** ****** concern has been addressed.
The issues has not been addressed.
- We made attempts to reach Ms. ****** however, have not been able to discuss this matter with her.
The business made 1 attempt today April 30, 2025 @1017am I received a call and voicemail from *******. I was at work and unable to answer.
- **************** return our call, we will be happy to discuss her concerns.
I returned their call same day April 30, 2025 @ 1227pm. After no one answered the call after 8 minutes, I had to hang up.
I called back again same day @1256pm and left a message for ******* with a coworker, who stated that she is unable to reach ******* as he is not at his desk, but he will call me back as soon as he returns. It is 6:54pm right now, and I got no return calls.
- At this time, the matter is considered closed.
The matter will be closed when I speak with someone and the issue gets resolved and not before that.

Sincerely,

***** *****
Business Response
Date: 05/08/2025
May 8, 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:04/04/2025
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.
After receiving specialist documentation, medical professional documentation and following every step the medication has been denied by bureaucrats. Attempts to communicate directly with Express Scripts is exceedingly difficult. Three times we have tried using their phone number only to be on hold one hour and forty-five minutes, second was two hours and eleven minutes and the third was one hour and thirty-seven minutes before Express-Scripts disconnected the calls. We are not the only ones with this complaint. This is totally unacceptable.
Business Response
Date: 04/14/2025

April 14, 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 Mrs. ******* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/02/2025
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.
Good afternoon BBB, I'm writing you today on behalf of my father. Dad is a retired National Guard and County Sheriff's Deputy. He has Tricare for his insurance in tandem with ********. He gets prescriptions locally if they are a one-off thing but must use Express Scripts for continuing prescriptions. His doctor called in a prescription for him and he's checked the Express Scripts system to see that the prescription shipped around March *****th. Further tracking shows it arrived at a **** facility in ******** on March 18th. He ran out of it the end of March and has gone round and round with Express Scripts, DHL (delivered to Illinois ****) and the **** without success. **** says *** did not deliver it. *** says they did. Express scripts cannot help him because it's been shipped. Shouldn't Express Scripts be following up on their shipments to ensure they are timely or at least be willing to look into it for a customer? Here's an *********** man who's served his community and country and he's being treated like he's of no consequence. We have no idea whether the problem is with Express Scripts, DHL or ****** but at any rate, NONE of these agencies should be treating this issue as if it's unable to be solved. Is this man supposed to forego medication because these entities don't care? If you have any way to look into these things , I would appreciate attention to this matter. My Dad can't be the only one being treated this way and since ******** is usually an organization for our Veterans I would suspect that many are. At the very least, Express Scripts should be shipping a replacement out without charge via a different shipment method that is ************ Dad is not seeking any money-he just wants his prescriptions in a timely manner. I get to listen to his distress in the evenings when he tells me how many hours he's put into trying to just get his medicine. Thank you for any help
Business Response
Date: 04/17/2025
April 17, 2025

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

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

Dear ********************** is to advise you that ******* Arnsons 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
Initial Complaint
Date:04/02/2025
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.
On 3/24/2025, my doctor submitted a new prescription for ******* for a monthly dose. There is a prior authorization on file, ******** - however, the plan limitation is exceeded. this is according to Express Scripts representative.I have called my doctor's office for them to contact Express scripts and request an exception to the denial for the quantity above the plan limit. My doctor waited on the line for over 30 minutes and then was cut off. The nurse at my doctor's office said she faxed a request to Express scripts since she could not get a person or pharmacist on the line.I have been without my medication for 3 months due to the denial by Express Scripts. I have Chrons Disease and it is critical to my health that I recieve the medication.
Business Response
Date: 04/14/2025

April 14, 2025

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

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

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.