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

1,556 total complaints in the last 3 years.
484 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 08/04/2025
I never received any response from Express Scripts. I finally called them today, finally spoke with a supervisor or assistant Supervisor her name was ****** *. that was today 08/04/2025. She said she noted my account, so I will not get billed for the 381.03. So, I guess it is finally resolved. It was VERY HARD, to get what the actual resolution was, and she told me that the BBB should have let me know. I read their response letter they sent to you, saying they (Express Scripts) said they tried to contact me. I said I never got called or anything.
Initial Complaint
Date:07/03/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid Express Scripts for 2 day delivery of prescription medication to arrive the day before I left for a trip abroad. The medication was not delivered as promised and when contacted, Express Scripts customer service representatives did nothing to resolve the issue, namely getting me my medication before I left for my trip out of the country. I was first told to wait, the day was not over yet and that **** had until the evening to deliver the package. When it was still not delivered by the evening time, I called again and was told that there was nothing they could do because **** had the package. When I tried to get help again, I was told that I could request a new prescription from my doctor and have it sent to a local pharmacy, this on the evening before a ***** holiday when no one is around. I tried again and was told that I could call **** myself to see if I can pick up the medication from them, again the **** seemed to not grasp that the next day was a ***** Federal holiday so **** would be closed. One rep then offered for me to speak to their pharmacist who could not help either because the order that was held by **** was the last refill on my prescription, but the pharmacist was quick to review possible withdrawal symptoms. When I stated that I did not need to review symptoms but needed to get my medication, I was advised to visit the ** or an *********** Facility to get an emergency refill. Again, no one apparently understood that it was a ***** holiday in a few hours nor did they hear me when I said multiple times that I was flying out in the morning so needed a resolution this evening. Absolutely no one showed any accountability to help resolve the issue with the **** but instead placed the **** one the customer to make things right. How this company stays in business is beyond me.
Business Response
Date: 07/24/2025
July 24, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the only specialty pharmacy we can use through my insurance to get my wifes medication. It took multiple weeks of calling the first time to get an order. They constantly lied to us about being able to order in 24 hours. That went on for days and the next call theyd tell us no order was filed by the last person. We were finally able to order her 3 months supply. Its now for a refill and they put her account on hold. They said it would be changed July 1st. We now called July 3rd and they said itll take until July 13th. It seems theyre going to do the same thing and make us jump through hoops for weeks on end. There are multiple complaints about them online. They have no good reviews but they seem to be the only speciality pharmacy in the area. They are playing with medication that people need to live. How are they allowed to do whatever they want with no concern?
Business Response
Date: 07/24/2025
July 24, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am requesting my medication be ordered. I have a valid insurance, prescription, prior authorization etc. and the pharmacy refuses to dispense my medication. I am over a month due for my treatment and if I do not receive it timely it causes medical issues in addition to sever emotional distress.
Business Response
Date: 07/24/2025
July 24, 2025

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

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

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

Sincerely,

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

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

Sincerely,

**** ****
Initial Complaint
Date:07/02/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I often get automated calls asking me for personal information. They have some information about a prescription of mine. And before they give me that information, they want me to confirm my identity. That involves giving them personal information. In this day in age, with all the scams out there, that is ridiculous. How can they possibly expect us to talk to an AI Voice and give personal information? I surprised anyone cooperates with this. I believe they need to STOP this behavior. Call me or send me an email or text with the information would work just fine.
Business Response
Date: 07/16/2025

July 16, 2025

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

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

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/01/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I carry ******** Supp and Part D insurances through *****. Beginning in April ***** called and mailed numerous solicitations to transfer my pharmacy to ExpressScript (ES). I did so, but from the start, have had difficulties with the service and no effective redress: slow shipping of meds, poorly disclosed requirements for customers to maintain their own "bridge" supply of meds, "sludgy" customer service lines (agents cannot access records outside business hours, then have no authority and no desire to help customer resolve a concern), erroneous holds on prescription refills, rescheduled delivery dates, and no mechanism to help customers resolve routine problems like running out of a prescription.
Business Response
Date: 07/15/2025

July 15, 2025

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

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

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

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

At this time, the matter is considered closed.

Sincerely,

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

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

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

Sincerely,

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

July 16, 2025

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

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/18/2025
I accept the business' resolution, but request that BBB note for its files that I continue to be concerned that the business is marketing its services in a deceptive way to elderly persons, and believe that the advertising practices of the business should be monitored by BBB, consumer advocates and industry regulators.
Initial Complaint
Date:06/30/2025
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.
I am writing to formally file a complaint regarding this pharmacy's recent attempt to charge me for a copay amount that should be fully covered under a copay assistance program for my prescribed medication (Nemluvio).According to the copay assistance programs terms, your pharmacy is required to bill on a monthly basis. However, you improperly billed for a full 90-day supply, which led to a rejection or delay in coverage. Despite being made aware of this error, your pharmacy has failed to adjust the billing method to align with the programs requirements.When I contacted your office today to resolve this issue, I was told to call the copay assistance program myself. I followed your instructions and spoke directly with the copay assistance program. They clearly stated that it is your responsibilitynot mineto contact them and coordinate billing corrections, as patients have no control over how a pharmacy submits claims.Your refusal to engage with the copay assistance program to correct your billing error is unacceptable. Furthermore, during my call today, after it became clear that your representative could not understand the issue, my call was abruptly disconnectedthis is not only unprofessional but deeply frustrating and inappropriate.I want to make it clear that I should not be held financially responsible for a mistake that lies solely with your billing practices. I request that you:Immediately contact the copay assistance program to rectify the billing issue.Re-bill the medication correctly in accordance with the programs requirements.Remove any outstanding balance from my account related to this billing error.Please consider this a formal notice that I dispute any copay amount you are attempting to charge in connection with this issue. I expect confirmation in writing that the billing has been corrected and that I will not be held responsible for any portion of the cost that should have been covered.
Business Response
Date: 07/03/2025

July 3, 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 Mr. *** discussed his concerns and this matter is considered closed.

Sincerely,

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

Customer Answer
Date: 07/03/2025
Better Business Bureau:

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

Sincerely,

***** ***
Initial Complaint
Date:06/27/2025
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.
I ordered Specially medication as I have done on previous months at no charge after applying the SavonSP program and the manufacturer savings card. This time Express Scripts placed an hold on my account even though they dont have the authority. I called then multiple times and they can not fix their mistake. My account is overdrawn and already being charged $150.00. This is illegal this is incompetence and wrong. I will take legal action if necessary. This is not a legal practice and they must pay for their acts.
Business Response
Date: 07/11/2025
July 11, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/13/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:06/26/2025
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.
We have had a terrible experience with Accredo Specialty Pharmacy. Despite 5+ calls with their billing and customer service departments, we continue to not have our problem resolved. First, they did not have both of my daughters insurances listed, and therefore didnt bill them. Despite her prescription from the provider listing both insurances. I called and they added her secondary. We get another bill, so I call back. Apparently, they added the insurance incorrectly, switched her primary and secondary, and all claims were denied. They supposedly fixed it. Then comes another bill, with an even higher balance. Call back and they said they put in incorrect effective date. Had to call and ask them to fix that. Finally, it seems like everything is fixed, and imputed correctly, so I call to ask them to resubmit all the claims from 2025, as they directed me to, and now theyre saying theyre not contracted with her secondary insurance. This has been going on since September 2024, we currently have an (incorrect) balance of $5700 and just now, after speaking with them for months and months, 5-10 times, minimum, now theyre saying they dont work with my daughters insurance. I have talked to multiple representatives, always being transferred between departments. Many of the representatives are very difficult to understand, and there is often times a lot of background noise. We have never had a worse experience with a healthcare provider than we have had with Accredo. And throughout all of these issues, despite continually telling us its being taken care of, it has not been, and they continue to send us bills and late notices.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/02/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I appreciate ******, from express script, timely response and handling of the matter.

Sincerely,

******* *******
Initial Complaint
Date:06/25/2025
Type:Order 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.
The prescription was sent into Express Scripts pharmacy in April 2025, when I saw my healthcare provider and had been scheduled to ship on 06/16/2025. Express Scripts moved all prescriptions to their subsidiary **************************/CHD. Several calls and escalations to the pharmacy have occurred since 06/17/2025 and my pharmacy benefits provider paid ******** on 06/19/2025 for Rx# ************. The pharmacy's own records showed them that I was out of my diabetes medication, but the prescription has still not shipped.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

Dear ********************** is to advise you that ******** Zwerlings 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

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Express Scripts is NOT a BBB Accredited Business.