Complaints

This profile includes complaints for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Express Scripts has 173 locations, listed below.

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• 

  Express Scripts

  1 Express Way Saint Louis, MO 63121-1824

• 

  Express Scripts

  7909 S Hardy Dr Ste 106 Tempe, AZ 85284-1112

• 

  Express Scripts, Inc.

  4500 Alexander Blvd NE Albuquerque, NM 87107-6805

• 

  Merck-Medco RX Services

  PO Box 747000 Cincinnati, OH 45274-7000

• 

  Express Script

  PO Box 5555 Scranton, PA 18505-5555

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:08/26/2025

  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.

  Accredo had turned me into collections, despite making payments on my account for the past year. Their answers changed depending on the day and who is talking. I paid collections off, but they will not remove the balance from my account, despite not even having my account any more (it was supposed to be in collections). Even after turning me in to collections, they still sent me bills, attempting to make me pay twice.

  Business Response

  Date: 09/09/2025

  
  September 9, 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 ******* Medleys concern is being addressed. 
  
  We have been in contact with Mr. ****** and will remain in contact through completion. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  
  

• Initial Complaint

  Date:08/26/2025

  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.

  Acct holder; ******* ****** @ ****************************************.. DOB ********** Every single month they fill my Adderall 15mg tabs, its takes them over a week to process it. ALL of my other scripts, as soon as they come through, they are shipped out within a day. Every time I tell them Im out of the medicine and they keep saying they'll make a Note to my file to expedite the processing and it NEVER happens!!! I want my meds filled within 2 days like all my other meds. Im out! NO, I dont want to speak to a pharmacist and NO my local pharmacy doesnt stock this medicine. Just fill it quicker so the processing time isn't so long! By the time they get this message, Im sure the Adderall will be shipped, BUT I want my Future order processing time to be shortened with Adderall moving forward!

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******* ******
  
  
  Dear ********************** is to advise you that ******* Dustens concern has been resolved.  Ms.Dustens medication shipped via *** Next Day Air that was delivered on August 27, 2025, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 09/26/2025

  ******* ****** DOB ********** Re; my Adderall again. It's taking too long to "process". I go through this every month. It's this Medicine Only that takes 2 weeks to process! Im out. I need it when it's phoned in and It always takes forever to process. None of my other medicines do. This is ridiculous. Moving forward, I need this medicine to process faster like my other medicines

  Customer Answer

  Date: 09/29/2025

  Issue resolved

• Initial Complaint

  Date:08/24/2025

  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.

  Express Scripts is a prescription mail in pharmacy that my company Cleveland Cliffs utilizes. They also manage approval of medications for employees of the company. A prescription that my son has been on since he was eight, he is now 24, they have refused to cover. This a medication that has been covered every year. This company makes excuses and tries to blame this on the doctor but I have consulted the doctor and they have submitted all records for the past 10 years to them. This is a medication that is name brand and per the doctor's review is required because the generic offered medication increases my son's blood pressure to unsafe levels. Express Scripts requires a renew at least every once per year, but have also played games and occasionally only renewed the medication for a month. This is a narcotic medication that for ADHD and is closely monitored and is only renewed once per month my calling our doctor. We have this filled at a CVS Pharmacy in town and they also closely monitors the date of the previous prescription and only renews per the exact date. P.S. I never use Express Scripts for mail in pharmacy prescriptions...in the past they have lost the prescriptions and many times provided me with a one month supply but charged me for three months. Last week 08/20/25 I call Express Scripts to inquire about why they were holding it up. They sent me to 3 different individuals and none of them said anything different (it was all a ploy to delay and wear hard working people down...this must be how they make some of their money). At the end of the week they contacted my son and said they refused to cover his medication (which has always been covered). I have been thru this before. Now I am going thru the HR department at my company to submit this again. I have been forced purchase the medication at cost (out of pocket) due these a******* I want to be REINBURSED for the full out of pocket cost.

  Business Response

  Date: 09/05/2025

  
  
  September 5, 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 his concerns.  To date, Mr. *** has not returned our calls;therefore, this case has been closed as resolved.  ************** contact our office, we will be happy to discuss his concerns.
  
  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  

• Initial Complaint

  Date:08/24/2025

  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.

  Accredo Pharmacy engaged in deceptive billing practices.Twice I verified with Accredo that they had my insurance information and asked them to confirm that the quoted $573.60 was my copay after insurance. This delayed my treatment as I needed a month to gather the funds. After paying on 8/12/25, I discovered they billed my insurance only $394 - far less than what I was charged- and found that my actual copay was $50. They overcharged me by more than $500.When I called to dispute this, I was repeatedly placed on hold while the agent asked for basic details like my charge date because she was not seeing it and even asked if I had been invoiced, though Accredo requires upfront payment. I was then told they had not received the *** yet and that there was nothing they could do right now. In addition, I was informed that they would not issue a refund automaticallyeven once the explanation of benefits (EOB) was received, and that I would have to call back. In other words, they would have kept over $500 of my money if I hadnt noticed. That is essentially theft. I worry that they do this with multiple people and likely have illegally kept funds that are not theirs.Only after trying to escalate to a manager did they agree to refund me. While corrected in the end, the experience was stressful, delayed my treatment, and highlights deeply troubling billing practices. If I had not carefully reviewed my EOB, I would have lost hundreds of dollars. I believe many other patients may be in the same position without realizing it. I urge the BBB to investigate Accredo Pharmacys business and billing practices.

  Customer Answer

  Date: 08/25/2025

  I am not seeking a refund from the pharmacy. They have already processed a refund after insistence on my part. I submitted the complaint as I believe they are illegally holding peoples money due to their billing practices. They incorrectly charge way more than they bill insurance and then keep the funds unless the consumer catches the error. 

  Business Response

  Date: 09/08/2025

   

  September 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 multiple attempts to reach Mrs. ********** however,have not been able to discuss this matter with her.  ********************* return our call, we will be happy to discuss her concerns.
  
  Sincerely,
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:08/20/2025

  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 am submitting this complaint against Accredo Pharmacy (under Evernorth/Cigna) for repeated delays and misinformation regarding the processing of my specialty ************* doctor submitted the prescription for ******* 300 mg VIAL, which has already been approved by Cigna for coverage, effective 07/22/2025 through 01/18/2026. Despite this approval, Accredo has failed to process or fulfill the ******************************* has been an unreasonable amount of time since submission, and I keep getting the runaround when trying to follow up. I was also instructed to apply through SaveOnSP, which I did, and was told that once completed, my prescription would be filled within 24 hours. It has now been over four days, and nothing has been done.This delay is jeopardizing my health, as I rely on this medication for treatment. There is no transparency, no accountability, and no timely follow-up. I am asking the BBB to intervene and help resolve this matter so that I can receive my medication immediately without further obstruction.

  Business Response

  Date: 08/29/2025

  
  
  August 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 contacted *** ******,discussed his concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  

• Initial Complaint

  Date:08/20/2025

  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.

  When i originally called this pharmacy to set up an account because i needed a specialty pharmacy that would provide my neurologist with the ***** needed to treat my migraines i was promised that there would be ZERO charge to me. i then asked what about my insurance, deductible etc, i was told no this is fully covered AT NO COST. i said ok,because if there was a cost i would not agree to set this account up. i am now being harassed by them for the amount of $988.80 when they had previously stated this would be at no cost to me

  Business Response

  Date: 08/29/2025

  
  August 29, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ********
  
  
  Dear ********************** is to advise you that ***** Martinezs concern has been resolved. 
  
  We contacted Ms. ********* discussed her concerns, and this matter is considered closed.   We will remain in contact with Ms. ******** regarding another matter through completion.
  
  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  

• Initial Complaint

  Date:08/19/2025

  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.

  Express Scripts put a charge on my account for a medication I tried to stop being shipped within 30 minutes. 3-13-25 charged $713.24 3-13-25 removed $713.24 3-31-25 charged $713.24 4-20-25 removed $713.24 Waited for prepaid mailer. Returned unopened medicine, they received 4-30-25 5-5-25 charged $713.24 5-5-25 removed $713.24 6-16-25 charged $713.24 I cant even order my medicine Blaming the issue on the credit card company but Im the one being continuously billed over and over No trust that my call to them today will be the end of this

  Business Response

  Date: 08/29/2025

  
  
  August 29, 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 ****** Kolschers concern is being addressed. 
  
  We have been in contact with Mrs. ******** and will remain in contact through completion. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  

  Customer Answer

  Date: 09/02/2025

  Complaint: 23767292
  
  I have reviewed the business' response and am rejecting it because it is as they say not complete. 
  

  When they called me, they did not have their facts straight whatsoever, and it was very uncomfortable speaking with the representative due to this.

  I was asked to PDF months worth of my credit card statement and send it to them which I did in a zip file and their Computer system stripped it, causing him to once again call me and tell me I didnt do what he told me to do. 
  
  I also supplied them with an Excel spreadsheet showing that I owe nothing to them and that my credit card company did not do what they are saying they did, that they rejected their credit. I am so sorry for their accounting department.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 09/07/2025

  I am now being denied refills on the prescriptions needed.  I have sent this ****** *** my credit card statements four times.  Still not resolved.

   

  I need someone to step in on my behalf.

  Business Response

  Date: 09/09/2025

  
  September 9, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** ********
  
  
  Dear ********************** is to advise you that ****** Kolschers concern is being addressed. 
  
  We spoke with Mrs. ********* provided an update, and discussed her concerns further.  We will remain in contact with Mrs. ******** through completion.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  

• Initial Complaint

  Date:08/18/2025

  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 switched health insurance from United Health to ********** Blue shield effective 5/1/2025. Effective 5/1/25 I no longer used Accredo pharmacy for my prescriptions. I have gone all this time thinking all balances were paid due to co-pay assistance, etc. Suddenly, in the last couple of weeks I received a bill in the mail for over $3700.00 for prescription co-pay. At some point my prescription had to be changed from the name brand to generic and when that happened Accredo *** advised they had enrolled me in the co-pay assistance program and that my co-pays would come out to be between $0 - $5. Being I had never received and invoice, I assumed $0 after co-pay assistance. I called Accredo once I got the invoice for the $3700.00 and they told me that was what was due after my insurance paid, they did not have co-pay card on file and that I would need to enroll and then call back. I had to scramble to figure out how to enroll in co-pay assistance, once complete I called back and provided the information provided. The accredo *** told me it only paid approx $120.00. She asked for a co-pay debit card# which I figured out how to get and provided. I was then advised that debit card# could not be billed for 24 hours and that I would need to call back the next day to have someone bill the co-pay debit card to clear the balance due. So today I call back to Accredo yet again and walk through it with another ***, who figures out how to bill the card but the co-pay assistance will only cover $1800.00 and my united health did not have a gap type insurance to pick up any remaining due so after all this I unexpectedly now owe $1700.00. I was told to contact the Co-pay insurance company to see if they can do anything additional. At this point I feel Accredo should waive the remaining balance due to mis-information and no timely billing as I could have addressed as this was happening.

  Business Response

  Date: 08/29/2025

  
  August 29, 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 is being addressed. 
  
  We have been in contact with Mrs. ***** and will remain in contact through completion. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  

  Customer Answer

  Date: 09/02/2025

  Complaint: 23761624
  
  I have reviewed the business' response and am rejecting it because:
  The issue has still not been resolved and I am still left with a large debt that I was not aware I would be left with prior to shipping of the meds as Accredo doesnt bill then I pay assistance until later, of which they didnt have a co- pay assistance on file due to a switch in generic brand providers and I wasnt alerted.   Then accredo can only bill in 1 lump sum by go pay assistance needs the 9 day supply billed in 3 1 month allotments.  Again I have no control over this and instead of me having a $0 co pay, Im stuck owing over $1700.   I did speak to ****** who stated hed continue to review to see what could be done and he would update me this week but as of right now the issue is not resolved 

  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 09/09/2025

  
  
  September 9, 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
  
  
  

• Initial Complaint

  Date:08/17/2025

  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 cant get a person on the phone that is able to assist me with details. They just read the same info I see online. My meds are getting refilled or processed slowly to the point I run out before I get the refill. I try to use ********** but I get letters that I must use Express Scripts. I am near to the point of taking legal action if these issues are not corrected before you kill me holding up life saving meds.

  Business Response

  Date: 08/29/2025

  
  
  
  August 29, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  *************************************** 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ******
  
  
  Dear ********************** is to advise you that ***** Roaches concern has been addressed. 
  
  We made multiple attempts to reach Mr. ******* however, have not been able to discuss this matter with him. Should Mr. ****** return our call, we will be happy to discuss his concerns.
  
  Sincerely,
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  

  Customer Answer

  Date: 09/12/2025

  ES called several times during work hours and was not able to call back.  

  I did leave a voice mail to call me on a day I had off.  

  I was impressed with ******.  He was able to clarify the issues I was having and how to avoid them. 

  Thank you ******!

   

  *****. 

   

• Initial Complaint

  Date:08/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged full price for my anti seizure medication because there is a generic brand available. I am unable to take the generic brand, I was hospitalized the last time I took it. My ** has shared with Express scripts on 3 different occasions why I have to stay on this medication. I was told my insurance plan doesnt cover ******** by Express Scripts and how to dispute it. I followed the instructions give to me by Express Scripts only to have my dispute cancelled. I found out when I continued to question that my insurance plan does cover ******** and it was approved by my insurance carrier, that now my dispute was denied because I did not get pre approval, my ** sent a pre approval request in April why I had to stay on ********. I was told the ** could reach out to appeal the denial. ** reached out in my behalf only to find out the ******** did not require pre approval. This company is practicing in deceptive policys and I believe withholds information that can help their customers. My Anthem advocate, corporate advocate and ********* have stated at different times there is a very clear problem and deceptive practice. There have been 1500 complaints to the BBB in the last 3 years on Express Scripts with little to no change in their business practices.

  Business Response

  Date: 08/29/2025

  
  
  August 29, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *******
  
  
  Dear ********************** is to advise you that **** Manrings concern has been resolved.  We contacted *** *******,discussed his concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence