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

1,588 total complaints in the last 3 years.
447 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:10/16/2025
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.
My doctor sent a prescription to be filled almost 2 weeks ago. When I call to check on it, they keep giving me a run around what the delay is by telling me it's either in process or pending insurance review. I already have the prior authorization forum from the insurance showing, they were approving it and I keep getting a runaround. This is poor customer service and they can't give me answers.
Business Response
Date: 10/22/2025

October 22, 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:10/15/2025
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.
I simply retired in May 2025. When I called in my Mounjaro refill Express Scripts denied my refill. They claimed that I needed pre-authorization. So I called my doctor at first they said that the form was not filled out correctly. Then they sent it again and it still was denied for a second time. Ive been on this medication for type 2 diabetes for about two years. I have been out for six weeks. I cannot take ******* nor ********* due to severe side effects but THIS COMPANY DOESNT CARE. They have a panel of educated idiots saying who gets it and who doesnt. In other words they are playing with our health. Bummer, after 29 years in the education field this is the thanks I get :(
Business Response
Date: 10/30/2025
October 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/30/2025
Complaint: 24020834

I have reviewed the business' response and am rejecting it because:
I get nowhere with Express Scripts. All I get is denial after denial to my doctor and myself. They say it's because my diabetic doctor does not give them information that THEY NEED to confirm that I really need this medication. Also that my plan seems to not yada, yada, yada. All I wanted was to refill Monjaro after retiring from the education after 30 years this was the first time I had refilled any scripts with this company.  I had already been on this medication for approx. 2 years but was denied. Hmmm, if a doctor prescribed a medication do you think that patient needed it.

Sincerely,

**** **** ******
Business Response
Date: 11/10/2025
November 10, 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
Customer Answer
Date: 11/11/2025
Complaint: 24020834

I have reviewed the business' response and am rejecting it because:
Nothing was resolved other than Express Scripts continues to deny my medication. NO, NO, NO. So now I've been out of ******* for 8 weeks my sugar readings are way above 300. But, oh well it's about money!!! I guess only the very wealthy receive good meds.

Sincerely,

**** **** ******
Initial Complaint
Date:10/15/2025
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.
On statement dayed 07-01-2025 to 07-31-2025 I received a pharmacy claim fill date 07/06/2025 Rx ************ Prescription :****** 60 MG/M SIA-SPECIALTY INFUSION AP in the amount of $658.68 . This was to be my deductible. I did not receive the medication in listed. I have no Idea who dispensed it . My primary physician Dr ******* ****** did not order it . He had ordered one on 02/01/2025 which I received. After that it was decided I would not get anymore due to the fact that I needed to have extensive back surgery with rods and screws inserted and the med is for osteoporosis.
Business Response
Date: 10/28/2025
October 28, 2025

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

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

Dear *********************** you for bringing this matter to our attention. We have been in contact with Mrs. ******* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 11/10/2025
Just to inform us this natter is still not resolved as I was notified by express scripts that it could take up to 3 months to resolve and I an still waiting for a reply.
Initial Complaint
Date:10/14/2025
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.
They waited 15 days before they started to fill my prescription and I might run out of this very important medication
Business Response
Date: 10/30/2025
October 30, 2025

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

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

Dear ********************** is to advise you that **** Kauranens concern has been resolved. Ms.Kauranens medication shipped via *** Next Day Air that was delivered on October 16, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:10/13/2025
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.
I have sent in to receive a rebate on a med I receive the in the mail. I have sent form i. ******* times. Called several times. Each time they say not correct info. Been on the phone for hours. No results. They seem to be working from home and do not care to resolve or answer to help me. They owe me 1000 now. I need the money to buy my meds. Not sure what else to do. Help.
Business Response
Date: 10/22/2025

October 22, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 10/24/2025
Complaint: 24009324

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

Sincerely,

**** *******

i have not received any rebate money yet. They did call and sent paperwork to me. Now have to mail it in again and wait to see if they approve and send the rebate money they owe me. Please do not close case until money is received thank you.
Business Response
Date: 10/31/2025

October 31, 2025

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

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

Dear ********************** is to advise you that **** Bossmans concern has been thoroughly addressed. We have spoken with ********** and his sister, discussed their concerns in detail, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 11/04/2025
Received paperwork from express scripts. No check received yet for rebate.
Customer Answer
Date: 11/05/2025
Complaint: 24009324

I have reviewed the business' response and am rejecting it because: Received paperwork from express scripts. No check received yet for rebate.

Sincerely,

**** *******
Initial Complaint
Date:10/13/2025
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.
On 10/13/2025 my provider mistakenly sent a prescription to this pharmacy instead of a retail pharmacy. The order was confirmed by Express Scripts at 9:44 am. I attempted to cancel the prescription through their website at 9:50 am and was notified I no longer had the option to cancel myself. I spoke with a ***resentative and was told that a cancellation request could be made by them, but that it was not at all guaranteed. Currently the estimated delivery date is 10 days from now, and I will be out of my medication before then. I told the ***resentative this and was told all she could do was put a request in. I am very disappointed that this pharmacy essentially pretends that the customer can cancel but almost immediately takes that option away, even at the risk of the patient not having medication. There should be a much larger window of time to allow a customer to cancel. I understand that the *** could not do much about it, but my problem was not escalated and when I ask for help with this, my chat was ended by the ***. **** is an unfair process that I had no control over, and will now need to titrate my meds again if I go more than a week without them. **** is impacting my health and it just seems wrong
Business Response
Date: 10/30/2025
October 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/30/2025
Complaint: 24009107

I have reviewed the business' response and am rejecting it because: they told me they contacted me and spoke with me. That is utterly false I never spoke with anyone and my concerns were never addressed.

Sincerely,

****** ********
Initial Complaint
Date:10/12/2025
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.
Accredo is the specialty pharmacy used by *****. As a ***** client I am forced to use them and they have been absolutely horrible.I have to use a biologic for a disease that I have. They were three weeks late, getting me my medication due to error after error on their part which made me sick with my *********** its happening again. ***** approved my medication back on June 25, 2025. Accredo has been making mistakes since then and cannot figure out how to bill correctly to get me my medication when its been approved by the insurance company for four months. Every time you call they just say its been escalated and no one knows what theyre doing or talking about. They keep billing it under pharmacy when its supposed to be billed under medical (which we have told them numerous times). It is an absolute joke that this company has peoples health in their hands. We have called approximately 15 times with a CIGNA *** on the phone since June 2025. ***** has told them the drug is approved, provided the authorization number, etc., andthey cant seem to figure out how to get it approved on their end. They have a specialty department that has no phone number so no one can get a hold of them so all they can say is its been escalated and will take 24 to 48 hours. Theyve been saying that same thing for over three months now. I am now at risk of not getting my medication in time which is illegal in my opinion since my insurance approved the medication four months ago. I have names, dates of phone calls, recorded calls with a CIGNA *** on the phone, whatever you need. I still dont have my medication and I need it within the next week and a half.
Business Response
Date: 10/22/2025

October 22, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 10/23/2025
Complaint: 24006186

I have reviewed the business' response and am rejecting it because:
I received one call from someone at corporate who said he would look into the issue and give me a call back. I have not heard back and/or any explanation around why this happened.

Sincerely,

****** *******
Business Response
Date: 10/31/2025

October 31, 2025

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

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

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

We contacted Ms. ******* and discussed her concerns; however,we attempted a second outreach to follow-up but have not been able to discuss this matter further. ****************** return our call, we will be happy to assist..
At this time, this matter is considered closed.

Sincerely,

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

Business Response
Date: 11/07/2025

November 7, 2025

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

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

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

We spoke with Ms. ******** discussed her concerns further and provided an update, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:10/11/2025
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.
Express Scripts is the absolute worst. I have had to change to a medication that doesnt really work because they dont cover a med that I have been getting for years. I get regular emails telling me if I dont use their mail order system and continue to use my regular pharmacy they will charge me more for my medication. They denied a ********* patch for severe ankle pain so I can work as a flight attendant in between physi*** therapy appointments. Then when I tried to *** they just had me on the automated attendant loop and wouldnt put me through to a person. If your job has this option choose a different plan they are truly the absolute worst company.
Business Response
Date: 10/30/2025
October 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:10/09/2025
Type:Product 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.
On June 6th, I paid out of pocket for a medication that my doctor stressed I should take. I was tired of Express Scripts dragging their feet on approving coverage of my medication. It was approved, then not approved, then approved again. I sent the photographic proof of the medication and receipt to the department responsible for issuing refunds shortly thereafter the purchase out of pocket and was assured I would receive my refund in about 10 business days. That was a lie. I called again a month or two later and was given the excuse that it was sent to the wrong department and that it would be reissued. After a month, I called again and was given the exact same lie. I called again and asked to speak to a supervisor. Again, I was lied to. I get a daily **** forecast on what to expect in the mail and I saw an envelope from Express Scripts. What I received in the mail was a perforated paper which I perceived was my refund. Finally! I open it up expecting a check, and what I got was just a confirmation that I was going to receive my refund. This infuriated me obviously. Now, Call number 4 with another "supervisor " assured me the issue was rectified and I would receive my refund. After waiting about 5 weeks until today, October 9th, and not seeing anything from my daily **** forecast email, I call my roommate to see what mail I have received to see what he could in turn send to me being a federal employee who travels constantly with the *** in support of air traffic control integration installations and upgrades. STILL, nothing from Express Scripts! After seeing all the complaints here, including from the Atorney Generals of **** and ********** and thousands and thousands of others, I realized that this fraudulent company needs to have swift legal recourse taken against it. I'm tired of wasting my time and money on a company that is run by a bunch of inept liars because I KNOW I have a better chance of being struck 5 times by lightning then to ever receive my refund
Business Response
Date: 10/22/2025

October 22, 2025

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

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

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

We contacted Mr. ******* and discussed his concerns; however,we attempted additional outreaches to follow-up but have not been able to discuss this matter further. ****************** return our call, we will be happy to discuss his concerns.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 10/23/2025
Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:10/08/2025
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.
My husband is a type 1 diabetic who takes two different types of insulin shots, several times a day. Express Scripts basically refused to fill my husband's insulin that was prescribed by his doctor. The last order he received was a 3-month supply in March 2025 from Express Scripts, which required several phone calls. Trying to resolve this issue over the past few weeks has required numerous hours of calling and sitting on hold with them. The only explanation I could receive from the representative or supervisors (I requested/escalated the conversation) was that there was a "system error" that they could not explain. His prescription order has been cancelled, for no reason. We do not owe any money on our account, we have a valid card saved on file, etc. There was zero reasoning provided as to why the prescription was cancelled. We then required numerous calls before the prescription could be re-processed and then eventually shipped. The insulin order has truly caused a very serious concern about how the business is being ran. There are other patients out there that are required to use Express Scripts for mail-order / specialty insulin or other medications and they probably don't have enough time to make the calls we have had to make. This is a life-saving medication. This is not a pain medication that is controlled. I will never recommend for anyone to use this company in the future. Also, I'm an educated accounting supervisor at a large oil and gas company. I'm not an uneducated individual that doesn't understand how prescription orders work, but I was spoken to that way several times by Express Scripts employees.
Business Response
Date: 10/21/2025
October 21, 2025

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

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

Dear ********************** is to advise you that ******* Halls concern has been resolved. We made multiple attempts to reach **** ****;however, we have not 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: 10/21/2025
Better Business Bureau:

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.