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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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

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Express Scripts has 173 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 1,561 total complaints in the last 3 years.
    • 457 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 does everything in their ability to deny prescriptions, I'm a health care provider my self in an NYC cancer center and it's a shame that my work's benefits includes Express Scripts.I have been out of my medication for 2 weeks now.called them 9 times in the past 2 weeks.1- my doctor sent the prior authorization they requested, they automatically denied it same day.2- I started the appeal process, asked my ** to resend the information they needed.3- after they received the 2nd prior authorization with the information they requested they informed me that I need to join a new program called Omada.4- joined Omada and got a confirmation from Omada that I met the requirement for the medication.5- 3 days later which is today called to check on the status was told that I have to wait another 6 days since the process may take 2-3 weeks.6- right now it's 20mins already and I'm speaking to a supervisor that isn't able to help me since she has no access to the appeal department and the appeal department is not answering her phone call.I will reach out to my executives at the hospital and request to consider to change the plan to somebody else.

      Business Response

      Date: 04/01/2025

       

      April 1, 2025




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


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


      Dear ********************** is to advise you that Hani Elhatabs 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


    • Initial Complaint

      Date:03/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 March 17, 2025, Express Scripts denied my coverage for a standard medication that my doctor sent to ***************. After calling Express Scripts and spending 1.75 hours, being transferred four times, and speaking with a supervisor, I still cannot fill my prescription. The first representative claimed the prescription had been filled three times, requiring a patient approval process for continued use. She also stated that I could only use CVS or ********* and could no longer use *************** as it was not an approved provider.After 30 minutes, she said she completed the patient override application and would transfer me to expedite the request. The second representative was unaware of this and confirmed that ****** is an approved pharmacy. She could not identify the reason for the denial, did not see the override request, and advised me to call **************** again. She also suggested that I have Amazon Pharmacy contact Express Scripts' Pharmacy Help Desk for an override. After 1 hour into the call, I requested a manager.Ten minutes later, a third representative readdressed the issue and stated *************** required a 90-day prescription, but no patient override was needed. I asked for a manager and was transferred to a supervisor. At this point, we were 1.5 hours into the call, and the supervisor was unprofessional. She repeatedly mentioned a letter sent on January 17, 2025 (when I was not insured with the company) regarding the 90-day supply requirement. Finally, when I mentioned filing a complaint, she instructed me to have my doctor write a new prescription for a 90-day supply at ***, which would likely resolve the issue. This was a frustrating experience, the customer service was horrendous and I still have no resolution.

      Business Response

      Date: 03/31/2025



      March 31, 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 **** *******,discussed her concerns and this matter is considered closed.  

      Sincerely,




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

      Customer Answer

      Date: 04/01/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      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 went to pharmacy to pick up my prescription which has been covered multiple times for ***** however today they charged me ***** which is ridiculous. I contacted express scripts this evening and the representative put me on hold for 18 minutes so I asked to speak to a supervisor who once again put me on hold for 10 minutes and then hung up on me. I asked them to provide policy contract of things for me and they danced around the topic as they couldnt answer it. I want my prescription covered. This company is absolutely awful and I will tell my company to review to not renew our contract because this has been nothing but a headache.. they never want to own their services. I need to be refunded immediately for this and expect an apology. That supervisor should get correction action as she knew my phone number to call me back- I would never want someone to be a leader in my company like that. Terrible all around!!

      Business Response

      Date: 04/08/2025

      April 8, 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

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Accredo has been constantly messing up my co pay assistance causing me to have a large balance. I have had to have multiple 3 way calls with them and my co pay company to no avail. Nothing has been accomplished. Every time I call each representative acts like they do not understand. They only want to try to fill my Rx and charge me saying I dont have a co pay assistance card. I had to call the co pay place again and do another 3 way call. They are always saying I dont have a rx which I do. This is such a scam. They never seem to have the correct info.

      Business Response

      Date: 04/03/2025

      April 3, 2025




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


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


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

      Sincerely,




      ***** ******-*****
      Executive Correspondence

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Resolved
      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 on a ******************** medication due to my **. ** medications are dispensed through Express Scripts and Accredo Specialty Pharmacy (both owned by Evernorth Health Services). Accredo dispensed three months of my ** medication without having a valid payment method on file without my knowledge. They didn't notify me of this and the next thing I know, I'm logging in trying to refill one of my regular medications through Express Scripts and I have a $2719.97 balance for my ** ******************** medication. When I call, hours of hold time between departments, they inform me that they need the updated copay information. I'm working with ****** (the drug company) to get this taken care of for them currently. However, Express Scripts tells me they cannot ship my regular medication until this balance is taken care of. I am on very important mental health medication that I cannot go without. I have a credit card (HSA Card) on file for my regular medications and they are refusing to use that card for my regular medications due to this balance for the Specialty medication. I feel that this is unacceptable and very dangerous for my mental health. Stopping mental health medications unexpectedly is very dangerous and should not come down to a mistake that was not caused by the patient. The patient should not be penalized.

      Business Response

      Date: 03/31/2025


      March 31, 2025




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


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


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

      We made multiple 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,




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


      Customer Answer

      Date: 04/01/2025

      Complaint: 23077477

      I have reviewed the business' response and am rejecting it because:
      I have made several return phone calls to ****** and also sent him an email. He calls at times Im at work. He never responded to my email, which I think is a better way of communicating since he calls when Im at work. 


      Sincerely,

      *** *****

      Business Response

      Date: 04/08/2025



      April 8, 2025




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


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


      Dear ********************** is to advise you that *** Fureys 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:03/17/2025

      Type:Delivery Issues
      Status:
      Answered
      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 prescription approved by Health Insurance: Around Jan 20, 2025.Express Script finally updated prescription on Feb ******* (after numerous calls).Express Script finally transferred prescription to ACCREDO pharmacy to fill in March.March ******* medication was to be shipped with ETD of March 15th.March 17th, 2025 was told prescription was never shipped. 10 weeks of phone calls and hours on hold and prescription is still not delivered.

      Business Response

      Date: 04/03/2025

      April 3, 2025




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


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


      Dear ********************** is to advise you that Hrepsime Lopezs concern has been addressed.  The medication shipped via ***** Next Day Air that was delivered on March 18,2025. 

      Sincerely,




      ***** ******-*****
      Executive Correspondence

    • Initial Complaint

      Date:03/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Eletriptan, a migraine medication, based on a 30 day supply that my doctor has always written and that has always been delivered by mail order. I did so over a month ago. They arbitrarily decided to say in the portal my doctor needed to write as a 90 day. I serve the American people abroad many time zones and an 18 hr flight from my neurologist. I work long hours. I am now completely without medication, which I need. I have heard from others they delay filling to make money off of us. It us unacceptable. They will not respond. I am also out of my other migraine med Nurtec because they just decided to stop filling it. They made my sister who cares for my father with Alzheimers go negotiate a years supply and mail it to me abroad rather than directly. It got lost in international mail between Jan and March. No one will respond but one lame "your doctor could attempt another" with no info on whether they will approve it for insurance, if I am forced to get pre-approval even though I have used the same meds for years. They are cruel and should have more oversight. No one serving abroad should be allowed to have so much control over another person's medical care. Shame on you Express Scripts for the horrible treatment of military and diplomats.

      Business Response

      Date: 03/31/2025



      March 31, 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 ***** Johnsons concern has been addressed. 

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

      Sincerely,




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




      Customer Answer

      Date: 04/01/2025

      Complaint: 23070990

      I have reviewed the business' response and am rejecting it because: they have continued to run me in circles without any resolution. I still do not have my medication nor any resolution in sight. Corporate assured me they would look at an override, extending a prior authorization, and evidentally that did not happen despite my explaining the entire situation at 1130pm at night (time at the ********** in ******) to their corporate office. This is what they do, exhausting service members and diplomats until we give up, knowing they have a monopoly on our care and that I have no other options to receive medications abroad but for through them.



      Sincerely,

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

      Business Response

      Date: 04/07/2025



      April 7, 2025




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


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


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

      We contacted Ms. ******* and discussed her concerns; however,we attempted additional 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





    • Initial Complaint

      Date:03/14/2025

      Type:Delivery Issues
      Status:
      Answered
      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 several occasions, I have had trouble getting medications delivered from Express Scripts. I have filed several complaints with the company and ********************************. My husband was charged for medications and was given a delivery date for the medication and the medication was not sent out. Monjaro was ordered on 2/22/25. We were given a delivery date of 2/28/25. Express Scripts sent a message that they needed updated information to process the claim on 3/7/25. I contacted them again on that date and also went on the website and updated the information. We were then given a delivery date of 3/16/25. On 3/13/25 our account processed the payment of ****** for the medication. Now, as of today, 3/14/25, the website is stating they are unable to process the order and to please contact Express Scripts. I contacted Express Scripts again and was told they are not showing the payment in their system, and it could take days for it to show up. I was advised to call our doctor's office and have a prescription sent to a local pharmacy. I am filing this complaint because on several occasions, Express Scripts has with-held medications after they have been paid for. My husband is now out of the medication. If we have the prescription filled at a local pharmacy, Express Scripts will not send out the medication that has already been paid for. This is a continuing problem with Express Scripts.

      Business Response

      Date: 04/03/2025

      April 3, 2025




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


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


      Dear ********************** is to advise you that **** Weltons concern has been addressed.  The medication shipped via *** Next Day Air that was delivered on March 19,2025. 

      Sincerely,




      ***** ******-*****
      Executive Correspondence

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 awful. They are now refusing to cover my maintenance prescription at an in-network pharmacy. They are trying to force me to use their mail order service or one of their preferred retail pharmacies or they won't pay. I will not use them for mail order or switch to one of their preferred pharmacies.I would like them to cover my prescriptions at my choice of in network pharmacy or refund my monthly premium for prescription coverage that they aren't providing.

      Business Response

      Date: 04/03/2025

      April 3, 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

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 being harassed by Accredo Pharmacy. They have called me, incessantly, in order to confirm information that I refuse to give over the phone. The most recent occurance was today, March 13, 2025. Their automated system continues to reach out and PUT ME ON HOLD. As the customer, it's my job to pay. It's the job of Accredo to confirm this information, as the party providing the good/service. I'm not doing Accredo's job for them. They need to f#ck off and leave me alone. Does this need to turn into another United Healthcare scenario? Will that be necessary?

      Business Response

      Date: 03/25/2025


      March 25, 2025




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


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


      Dear ********************** is to advise you that we have made multiple attempts to reach ***** *****-******* to discuss her concerns.  However, we have not been able to discuss this matter with her; therefore, her case has been closed as resolved.  ************************* return our call, we will be happy to discuss her concerns.

      At this time, the matter is considered closed.

      Sincerely,




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

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