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:04/01/2025
Type:Customer Service 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.
Express Scripts has threatened to drop my insurance by phone call and letter for not using them or a preferred pharmacy to fill my families prescriptions on my insurance, and will over ride the doctors direct order for a specific variant of a prescription due to health concerns. They will send a variant of medication that is a health hazard to my fmaily member and will refuse to fill the doctors direct prescription without an appeal, and they will fight the appeal. Furthermore, to run my prescription through them or preferred pharmacy is more expensive that using our own desired pharmacy who does not mess the medication up.
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 ***** Wellborns concern has been addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/01/2025
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.
My daughter was diagnosed with Plaque Psoriasis in 2022 and needs ********, a very expensive medication. Her insurance requires us to use Accredo Specialty Pharmacy not by choice. Our experience with them has been a nightmare. In 2023, we received outrageous invoices (over $7,000 for ********) despite having insurance and copay assistance. When I called, Accredo blamed our insurance. But both our insurer and copay provider confirmed Accredo hadnt even submitted claims. After months of disputes, the charges mysteriously disappeared from our account without explanation. In 2024, we got her script through ******** and had zero issues all year no billing problems, no delays. Sadly, due to changes in their program, we had to return to Accredo, and the problems immediately resumed. Every month theres a new excuse: incorrect invoices, false denials, and failed communication with our insurance and copay program. Most recently, March 27, 2025 @ 10:23am I spent 55 minutes on the phone with an Accredo rep ******** M.) and our insurance to resolve a payment issue. Even after they confirmed payment, my daughters delivery was still stopped, and she is now overdue for her medication. Accredos customer service is inconsistent, their billing practices are misleading, and their failure to communicate properly with insurers and assistance programs puts patients at serious risk. I fear my daughter may be stuck with them for life due to her chronic condition, and its heartbreaking to know so many other families are going through the same thing. This company should be investigated. No one with a serious medical condition should have to go through this every month just to get essential treatment. This is absolutely unacceptable.
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 ****** Burkhalters concern has been resolved.

We contacted Mrs. ********** and discussed her concerns; however,we attempted a second outreach to follow-up but have not been able to discuss this matter further. ********************** have additional questions or desire any further explanation or information, we can be contacted directly at **************.

At this time, this matter is considered closed.

Sincerely,

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

Customer Answer
Date: 04/15/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ********. At this time, the immediate issue has been resolved and my daughters prescription has been processed. However, I received no clear explanation from Accredo regarding the false invoice or why it took filing a BBB complaint to finally get the matter addressed. I also want to note that since submitting my complaint, the billed amount for my daughters prescription has significantly changed from over $7,400 to approximately $5,600 which further supports the concerns I originally raised about inconsistent and questionable billing practices.
While I hope there are no further issues, based on past experiences, I cant say that with confidence. Its extremely disappointing that it required third-party involvement just to get a necessary medication properly fulfilled. I sincerely hope this marks a turning point in how Accredo handles our account going forward.

Sincerely,

****** **********
Initial Complaint
Date:04/01/2025
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.
Hello,I would like to request assistance with a medical bill I have received. Both the bill and the pre-authorization from my insurer are attached. I have no yet received an explanation of benefits from my insurance company.I would like to determine whether insurance was billed before this bill was sent to me, as it appears I am being billed for the entire amount despite the pre-authorization.I attempted to call the number on the bill but was unable to reach a human or get the information needed. The phone line only offered options to hear balance, pay the balance, or change method of payment.Thank you,*********
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 ********* Macrobbies 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:03/31/2025
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.
In May of 2023, I received 5 vaccinations in **************, **. I paid for them out of pocket and submitted claims to Express Scripts. All 5 claims were approved and reimbursement checks were issued and mailed to a temporary address. Due to issues with the apartment complex, 3 of the 5 checks were returned to sender by ****. I have tried numerous times over the last two years to get the 3 uncashed checks (totaling $757.86) reissued and mailed to my current address. All 3 claims were submitted electronically on the same date, 05/04/2023. The date of service, prescription number, cost of service, and approved reimbursement amount for the 3 claims are: Rx# *******-03638 on 05/04/23 submitted for $418.48 and approved for $384.91, Rx# *******-03638 on 05/03/2023 submitted for $287.75 and approved for $278.27, and Rx# ******* on 05/02/2023 submitted for $94.68 and approved for $94.68. I called once in 2023 and was told the checks would be reissued. They weren't. In 2024 I made 4 more attempts to have my issue resolved. I called on 02/09/24 (within one year of the initial issue) and was told the matter would be investigated and any uncashed checks would be reissued and delivered to my current mailing address within 21 business days. The checks did not arrive, so I called again on 04/05/24 and was told to wait another 21 business days. Again the checks never arrived. I called again on 05/10/24 and spoke with a supervisor (ref no.: EM7809) and was told the matter would be escalated and resolved, but to call back in a couple days and speak to a supervisor to be sure. I did so on 05/13/24 (ref no.: C7G5DK) and the new supervisor noticed the address on file was still incorrect. He assured me this time my file was corrected and the checks would be reissued and delivered within 21 business days, which did not happen. It has been two years since the start of the issue, but less than one year since my most recent correspondence with Express Scripts regarding the issue.
Business Response
Date: 04/17/2025
April 17, 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: 04/21/2025
Hello.
I have reviewed the response from the business (Express Scripts) to my complaint. And I can confirm that they reached out to me by phone on April 17, 2024 to address my complaint. The gentleman I spoke with said the request to have the old checks cancelled and new ones issued had been submitted to the appropriate department. And that I should be hearing back from him in a few days with confirmation that the checks were reissued to me. He also confirmed my correct mailing address.
I appreciate their reaching out to me to correct the matter. However, I don't consider the issue resolved into I've been contacted and informed that the request was, in fact, approved and that the checks have been reissued. How long do I have to accept or reject their response before the case automatically closes? I'm still waiting for them to confirm the issue is actually resolved.
Customer Answer
Date: 04/23/2025
Complaint: 23141609

I have reviewed the business' response and am rejecting it because: they have not reached out to me since they first made contact with me 6 days ago on April 17th. I spoke with **** and he assured me that I would hear back within a couple days once the old checks were cancelled and new ones issued, but I have yet to receive further communication. I even called them today to follow up, due to the approaching deadline for me to accept or reject their response. The lady I spoke with on the phone said **** would call me back and confirmed that he was made aware of my calling, but I have yet to hear back from anyone.

Sincerely,

***** ****
Business Response
Date: 05/01/2025
May 1, 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:03/27/2025
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.
Have been receiving Bimzelx medication from Accredo for my Wife, ********, (an Express Scripts Pharmacy) for 6 weeks previous with moderate problems. Currently, trying to get refills on said medication with no action from company. See below:25Mar2025 1115a Attempted request to refill, told by Martika that there was an insurance issue and it could not be delivered before 8April or it would cause insurance chaos.25Mar2025 1145a Requested an earlier delivery as next scheduled loading dose is for29Mar2025. ****** stated he was able to get everything verified and it would be delivered ************ medication was received 26Mar2025 410p Requested status on order from Accredo, ******* stated status was stopped. She stated that my insurance had changed, which I explained that it Hadnt since I retired in 2011. I requested a supervisor and was transferred to ********, she stated that there was not an insurance Change and Accredo dropped the Ball. She escalated problem (case no. ********). She stated that it would take up to 24hr and a case worker would call (did not happen).27Mar2025 Contacted Accredo again and got ****** who stated it was processing still. I requested a supervisor/leadership team. I was transferred to *****, who started over with the insurance changed interrogation. Nope, no changes, She then said after several hold periods that she was having a second set of eyes look at it. She assured me there would be action in 2-4 hours to verify It and we would receive a call from a case worker. Have received squat. All we want is the Bimzelx to administer to keep the correct loading dose plan.
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 ****** Fausts 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: 04/12/2025
The Corporate Representative did address the prescription order and was able to adjust the delivery date to the date the med was due. I was also to receive a phone call on the week of 7April with more information on what caused the problem and if their billing process was corrected to prevent further re-order complications however no further calls were received clarifying problem or any possible solution.
Customer Answer
Date: 04/23/2025
We were able to receive the delivery of the last refill order however we are now within 4 days of the next loading dose requirement, and no potential order yet. We did receive a phone call on 4/17 from ****** at Corporate stating he was working order in the background and would call on 4/22, however we received no call and no information on re-order of medication.
Business Response
Date: 04/25/2025

April 25, 2025

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

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

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

We spoke with Mr. ****** provided an update, and discussed his concerns further. We will remain in contact with Mr. ***** through completion.

Sincerely,

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

Customer Answer
Date: 05/08/2025
On 4/23/25, a phone call was received from ****** at Express Scripts Presidential Escalations. He was able to resolve the ordering process for the next 2 loading doses (4/26/25 and 5/10/25. He also transferred me to ***** at Accredo for payment and final processing of refill order. It was an argument to get it delivered by 4/26 and after providing my credit card number and being told payment was successful, it never cleared. I did finally receive a statement from Accredo a few days ago and mailed payment back. Now what we dont have is a follow on refill prescription showing on Accredo App or the promised concierge/ dedicated Accredo rep ****** promosed by ******. So I am hoping all this is resolved prior to 5/24/25, the last loading dose required.
Initial Complaint
Date:03/26/2025
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.
In mid December 2024 I contacted Express Scripts as I was not sure my refill of my ******* would make it to me before I left for a trip. I explained to the employee that I did not have enough for the trip and was concerned. I asked if I should just get a 30 day subscription from my provider who I was going to see the following Monday. The employee at Express Scripts told me that no big deal just get a 7 day supply and the insurance would cover it. I got the 7 day supply and the insurance denied the payment. I returned from my trip and still had not receive my 90 day supply. I called in and was told that since the medication did not reach me in time and I was using my 7 day supply that the supervisor noted my account and I would be reimbursed following submitting the form. I submitted the form and it was denied. I called the insurance who told me it had to come from express scripts. I was updated on 3/13/2025 that it was being processed. Today I got a denial letter. I called Express scripts and was told that it was still under review. I am not sure why I keep getting bad advise but 3 almost 4 months is a very long time for someone to go without the funds. I keep being asked to be patient that this process takes so many days.
Business Response
Date: 04/09/2025

April 9, 2025

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

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

Dear ********************** is to advise you that Colby *********** concern has been addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:03/26/2025
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 been trying to refill a prescription to maintain diabetes. Express scripts kept saying they did not have the medicine in stock and to try and refill at an approved pharmacy. In trying to refill at a pharmacy I was told the medicine was not covered by insurance. In speaking to ES I was informed that I needed to enroll in a weight loss program in order for this to be covered. Even though this medicine has been FULLY covered each time I needed a refill due to a medically necessary status. I was never informed that I needed to enroll in this program to maintain my medication coverage. I am now 2 weeks without this medication. This is no way to treat a customer with a ********************** condition.
Business Response
Date: 04/09/2025

April 9, 2025

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

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

Dear ********************** is to advise you that ******* Days concern has been addressed.

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

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. I understand the companys explanation of the issue. I believe this was a miscommunication, and I believe the company could have explained the process better.

Sincerely,

******* ***
Initial Complaint
Date:03/26/2025
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 years I've had the same issue I have now. They with hold your med and say prior aurth you get that done then it's you're doctor wrote it wrong. And now 2 weeks later they're back to the prior aurth with was sent and document on my mychart! I feel bad for the other patients that suffer with this that impact our health and every day living.. then they all say no notes and you spend hours at a time on the phone.
Business Response
Date: 04/16/2025
April 16, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:03/26/2025
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.
My 16 year-old son has a condition called ulcerative colitis which requires him to have routine shots of a drug called ******. I have been using Accredo for this prescription as it is what my employer partners with for insurance. My son has double coverage. He has ********** (Express Scripts) as his primary payor. His secondary coverage is ***************. Accredo has repeatedly not filed with his secondary insurance and has led to my son having lapses in healthcare. He has developed antibodies to this medication due to the lapses. I have spent countless hours on the phone with Accredo while they attempt to file correctly and provide him his healthcare needs. They currently refuse to fill his medication as they have not filed with his secondary coverage and will not until the payment has been received. As a single mom, I do not have the funds to cover even a portion of this. In the past 7 days, I have spent over 6 hours on the phone trying to resolve this issue. They said they will not work on the issue unless I am on hold and am unable to be on hold with having a full-time job. I am frustrated and defeated with trying to get this much needed medication for my son. I have filed grievances with the company and I felt unheard. I just want his medication filled so he can continue his health care needs. This is something I call every month for and have for the last 2 years. They sometimes are able to get his medication sent and other times they refuse.
Business Response
Date: 04/07/2025

April 7, 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 ***** Steinbachs concern has been addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:03/25/2025
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 was with another insurance company bit i was also on my wife insurance thru her job which my whole family was on hers so instead of paying for 2 insurance for me i dropped the one i was on and went with hers. Every aince then they have given me h*** about filling my mounjaro prescription that i have been on for over a year and work so hard with orher doctora to get where i was i have had type 2 diabetes since 2017 and finally had it under control and my weight and a1c was really good, my doctor and i uave been fighting with the insurance about my medication for 4 different times now and i have been off medication for 3 months now and i have noticed the difference of being off of the medication and ive been not good, express scripts does not care about my health at all we have sent in over 103 pages of my medical history showing way before mounjaro and since i been on it, they still have been refusing to fill it, i have started looking for a attorney to start the process. BBB please help
Business Response
Date: 04/09/2025
April 9, 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 Mr. ********* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/10/2025
Complaint: 23111870

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

I still do not have my mounjaro prescription filled and until it is and my PA is approved i will keep the complaint active.

Sincerely,

***** *********
Business Response
Date: 04/18/2025
April 18, 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 Mr. ********* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/23/2025
Complaint: 23111870

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

Sincerely,

***** *********
Customer Answer
Date: 04/23/2025

The company still is refusing to do anything to fill my medication. Me and my doctors have both gave them all proof telling them and showing them why and the reasons I need the medication I was on this medication for over a year prior to come to this company they had done nothing but give me and my doctors hoops to jump through. They are not doing anything to help. I have reached out to attorneys and trying to find legal council. Please help reopen this case.
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 ***** ********** 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
I have continuously reached out to my doctors or request that Express Scripts have asked for we have fulfilled every need and question that they have had proving why I need my Montero medicine back for my type two diabetes. They are using past labs that has my A1c and any other requirements that they are using to go against me when I was on the medication so that is the reason why they are denying my request because of their guidelines or their requirements does not meet my guidelines of when I was on the medication under the labs that they have received showing that this medication is working and has been working also have all the documents from before I was on the medication Monro to just recently when I went to my last doctor appointment for labs proving why I needed it so this case needs to stay open and I need my medicine I have not received any medication or anything from them And I need it ASAP.
Business Response
Date: 05/13/2025
May 13, 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 Mr. ********* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 05/13/2025
Complaint: 23111870

I have reviewed the business' response and am rejecting it because:
They keep denying my claim when I have a legitimate claim I have been on this medication for over a year. They are the only medical prescription insurance company that has given me issues. I will keep continue doing claims until my prescription is filled. My doctors have jumped through hoops, four different times to appeal a case where they had denied with us sending legitimate proof of me needing this medication Monjaro for my type two diabetes so until this is fulfilled and I start my medicine back. I will continue to do claims because they are not doing the right thing by denying my claim when I should not be treated like this and have to be under their guidelines or criteria when I am a Type two diabetics prior to coming to them and have been treated by doctors specialist to get where I was in February I have been fighting to get this medicine back

Sincerely,

***** *********
Business Response
Date: 05/21/2025
May 21, 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 Mr. ********** discussed his concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/21/2025
Better Business Bureau:

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

Sincerely,

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

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