Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

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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.
453 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:08/16/2025
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.
They have refused to approve a medication that they have approved before. If stopped withdrawal will happen. They are intentionally creating harm against a human life. They refuse to give a reason. They have also left a message on my husbands phone when I have provided my phone number three times. Which is breaking the privacy law/act. They purposely make it hard on patients to avoid the cost when I have paid a very high premium for this insurance policy. The generic they offered puts me a risk for gastric issues which could lead to surgery.inhave tried numerous times with bad outcomes. Per their own pharmacist that is employed by them the formulation does have a coating which can be an issue/harmful to pts with gastro or post surgical history.
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 ********* Blochs concern has been resolved.

We made multiple 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:08/15/2025
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.
Express Scripts is refusing to fill my medication until 31 and 32 days after the original fill. They are requiring me to wait and go without my prescribed medication until they decide that I can refill it. I cannot get anyone at the company to satisfactorily handle my complaint so I would like to file a complaint here. It is just wrong. Most insurance companies give a 3-5 day windows to refill medication, not wait until the day AFTER I'm completely OUT of my medicine. This happened today 8-15-25. The representative said there was nothing she could do about it. I question the legality of this action as I pay every month like I'm supposed to for proper coverage. I expect this company to treat their customers with respect and dignity and that is NOT what they are doing. Im tired of talking to representatives who can't make any changes. I need action taken on 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 ***** Arcements 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:08/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I do our finances separately. Express scripts has charged my wife's credit card for my prescriptions and has failed to reverse it.
Business Response
Date: 08/22/2025

August 22, 2025

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

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

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

Sincerely,

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

Business Response
Date: 08/22/2025

August 22, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/13/2025
Type:Delivery Issues
Status:
UnresolvedMore 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.
Since being transferred to Accredo. I have had nothing but issues. Starting in may. My shots are due on the 10th of the month. They didnt call me until may 28, to file my prescription. 18 days late. No call for June. Got a call July 23, to file rx. Said package was coming July 24. I called July 24 got a *** who said she would handle it. August 13 I got a voicemail to refill my prescription. I called back and got a disgruntled employee. Who hung up on me. Second call another incompetent employee. I asked for a supervisor. Took her ****************************************************************************** a liar. ***** was her supervisor and basically said I was lying about not receiving my July 24, rx and that I didnt call. I hung up on her.
Customer Answer
Date: 08/22/2025
have been having multiple issues with Accredo. A sub of express scripts my first complaints has yet to be addressed by BBB. I have received a call from ****** from express scripts on Friday Aug 15. He advised he would look into the matter and return my call on Tuesday aug 19. I asked to please call me even if you dont have any information so I dont wait around for your call. I never received said call. At 109 pct I rcvd a call from ****** who asked for a different person. Not my name. I gave him my name and he said oh yes sorry. I asked why he didnt call yesterday and he said he apologized he couldnt call me yesterday. And continued with his convo. I asked why I he couldnt call like we talked about. No answer. Which irritated me. He then said I needed to order my prescription which I already knew. He also advised that the calls I have been getting yesterday and today should be answered. I advised I did answer them. They were automated systems that say. Its time to refill your rx with the wrong name. Please call 800- And then disconnects. ****** advised that is not what it does. Implying that Im not telling the truth. I said are you calling me a lier. He then proceeds to ramble on about the medication. Talked over me. Asked me a questions and then began talking so I was not able to answer. I dont have the capacity to put up with this behavior. At this point I would like the legal department or the information so that I personal can file a lawsuit against the company. This is not how medical patients should be treated. While trying to get the medication that helps keep my lungs open so I can breathe. I have not had said medication since may 2025.
Business Response
Date: 08/26/2025

August 26, 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: 08/27/2025
Complaint: 23742088

I have reviewed the business' response and am rejecting it because:
I did not receive the call I was assured I would get on 8/19/2025 from ****** at express scripts. Instead he called 8/20/2025 said he didnt have time to reach out to me in the time he said. I asked why he didnt call like he said he was going to if it was going to take longer. Said he forgot. Sorry.
I didnt get the matter resolved. I had to hang up on ****** when he called 8/20/2025 as his professionalism was beyond unacceptable. He also told me that I was not being truthful in the matter. I have not received any call since then. Only a call from customer service to get my next medication supply ordered. In which I received yesterday. I still have not had the matter resolved as to why I havent received medication since the end of may. They sent a package in July in which I never received. My insurance has been billed for that shipment as well.

Sincerely,

******** *******
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 her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/02/2025
Complaint: 23742088

I have reviewed the business' response and am rejecting it because:
As I stated to ferment further action needs to be done. If that cant be done let me know. Ferment said there isnt anyone above him. He is the last stop. If thats the case please advise of legal department info.

Sincerely,

******** *******
Initial Complaint
Date:08/12/2025
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.
I have been repeatedly lied to by agents. I have been denied access to supervisors. My prescription was not processed correctly and not sent out correctly. Because of Accredo's internal problems, they delayed the sending of my prescription so that I received only part of my dosed prescription 8 days past the day I needed to take my injections. Without my ******, I was taking 5 other prescriptions to try to manage my illness but they were not enough. My dosage is 450 mg every two weeks. i received 4 150 mg injections on the first of August but the 4 300 mg injections that pair with those were not sent. I called Accredo and told them I needed to take 3 of those 150s because I was already so late taking my meds. A nurse at Accredo suggested getting the ** to prescribe for only 150s so that the remainder of the script could sent as 150s. the ** did that and I prefer taking 150s to taking 300s. I have spent days worth of hours calling Accredo gettind a run around and still today talking to Accredo for hours and no script for me to take my injectiona on Friday. I only have 1 150mg. and there solution today is to pay for the 4 shots that were sent on the 1st and then also pay for them to send 12 150s for a 2 month supply. I should not have to pay the $38 for the meds sent on the first that was messed up shipment and very late. Their treatment of me has been abysmal and I have zero trust that even if I give them money for the messed up half prescription and a new one that I will receive it any time soon.They take zero accountability or responsibility for their mistakes.
Business Response
Date: 08/22/2025

August 22, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/04/2025
Express Scripts has responded to me and the situation seems to be resolved at this time. Thank you.
Initial Complaint
Date:08/12/2025
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 is trying to collect a debt from 2017 which I was never advised about. They are inconsistent with whether they will fill a script or not. Their web site advertised a 3 mos supply for $100- I ordered and they sent 1 mos for $100. When i called to resolve they issued a credit back for $50 to match my local pharmacy., When i called recently to see if the credit was there to order medicine they advised that the money was taken and put towards this old debt from 2017. That is not what they agreed to do in trying to make right the overcharge for the sensor. I want the old debt wiped from my account. They are not able to provide any info on said debt when asked.
Business Response
Date: 08/25/2025

August 25, 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 several 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.

At this time, the matter is considered closed.

Sincerely,

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

Customer Answer
Date: 08/26/2025
Complaint: 23737098

I have reviewed the business' response and am rejecting it because: I received an email from Express Scripts and I replied. I told them there was nothing to talk about. The debt they took my money for and applied it to is 10 yrs old. The statute of limitations in ** is 4 years to collect a debt. I will not consider this resolved until I have the $50 back in an account I can use for ***************************** and they officially "write off" the debt they said they wrote off years ago and stop trying to take money.

Sincerely,

**** *******
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 attempted to notify Mrs. ******* of additional information, but we had to leave a message. Should Mrs. ******* contact our office, we will be happy to discuss her concerns.

This matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/02/2025
Complaint: 23737098

I have reviewed the business' response and am rejecting it because: I did call them back and waited way too long on hold with no direct way to contact the person who has been working this. i emailed them with no reply. I am still waiting for a letter to come in the mail clarifying the steps they took to resolve and delete any past due balance

Sincerely,

**** *******
Initial Complaint
Date:08/12/2025
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 billed for a prescription that is covered by my medical plan. I have called repeatedly to tell Accredo the correct billing information and yet they keep sending me a bill.Patient Acct #: ******** Amount billed: $300 for two invoices: 118852991-1 ($150)and 122125215-1 ($150)On June 26, 2025, I spoke to "******" and she said she would correct the problem. But I have been billed again.
Business Response
Date: 08/22/2025

August 22, 2025

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

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

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. Mount and will remain in contact through completion.

Sincerely,

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

Customer Answer
Date: 08/22/2025
Complaint: 23734533

I have reviewed the business' response and am rejecting it because it has not yet been resolved. The business is still in the process of working to resolve it. I am hopeful that they will resolve the issue but I cannot withdraw the complaint until that time.

Sincerely,

**** Mount
Business Response
Date: 08/29/2025

August 29, 2025

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

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

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

We contacted Mrs. Mount and discussed her concerns; however,we attempted to notify Mrs. Mount of additional information, but we had to leave a message. Should Mrs. Mount contact our office, we will be more than happy to discuss further.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/03/2025
Complaint: 23734533

I have reviewed the business' response and am rejecting it because: They contacted me over a holiday weekend (Labor Day) when I was unavailable. I called them back at 2:54 PM on September 3 and was only able to leave a message. I have just received ANOTHER $300 billing from them, despite the fact that I have been in contact with ****** at Accredo Escalations and told him that my doctor submitted a pre-authorization form to the correct department at AETNA. This is not resolved until they send me a bill that shows ZERO dollars owed.

Sincerely,

**** Mount
Initial Complaint
Date:08/07/2025
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 have been prescribed mounjaro by my doctor for type 2 diabetes. I Have had diabetes for 2 years per my A1C number that is walways between 6 and 7. It has been controlled by mounjaro. My doctor-****** ******* has sent a prior autorizatoon months back but Express scripts is not approving it and I am unable to take my medication. My Diabetes is off the roof. What is this scam company doing? They are willing to let patients die but not pay for legitimate medicine. Next stop expose their shenagins to social media.Cardholder ID: *********************************** ID: BIIBRXS Bin: ****** PCN: NCP99
Business Response
Date: 08/28/2025
August 28, 2025

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

Tracking ID: ********
Complainant: Kallori Vikram

Dear ********************** is to advise you that Kallori Vikrams concern has been resolved. We made attempts to reach Ms.Vikram; 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:08/07/2025
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 filing a formal complaint against Accredo Specialty Pharmacy due to ongoing issues with obtaining my prescribed medication, ********, which is critical for my health. My insurance provider mandates the use of Accredo for this specialty medication, leaving me no alternative options.For over a month, I have faced significant challenges in securing my medication due to persistent communication breakdowns between Accredo and my prescribing physician. Each time I contact Accredo, I am informed that they have not received the necessary prescription request from my doctor. However, my physician has confirmed multiple times that the requests were sent promptly and correctly.This repeated failure to coordinate effectively has resulted in significant delays, leaving me without my essential medication. As a direct consequence, I am experiencing adverse health effects, which is unacceptable and distressing. Accredos apparent lack of urgency and accountability in resolving these issues has exacerbated my situation.I am now forced to escalate this matter to my insurance provider to explore alternative pharmacy options, as Accredos service has been unreliable and detrimental to my well-being. I urge the Better Business Bureau to investigate Accredos practices and hold them accountable for their failure to deliver critical medications in a timely and professional manner.Sincerely,***** ******
Business Response
Date: 08/27/2025
August 27, 2025

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

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

Dear ********************** is to advise you that ******* Maggios concern has been resolved. Mr.Maggios medication shipped via *** Next Day Air that was delivered on August 15, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/05/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:08/06/2025
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.
Our insurance has a contract with Express scripts for long term medications. My *********** both have ****** health issues. I am also on a specialty medication which is filled through a subcontracted pharmacy, Accredo. I am enrolled in a copay assistance program that pays for my specialty medication so our account is credited every 3 months for almost $4,000. Express scripts has been using that credit toward our regular medications instead of billing us since 2024. Last year I contacted them & spoke with a manager to rectify this issue, which I was told was resolved. My cardiologist sent a script in for a heart medication to be filled but it was denied. Upon talking to another manager at Express scripts I was told company policy is that no medications can be released until my balance is paid in full because of it accruing since 2024. I am on a fixed income & cannot afford to pay over $800 all at once which I explained to the manager. He told me he sorry , he can see this was not my fault, but company policy is what it is. I offered to make payments in an amount I can afford & also pay for any new prescriptions up front but they would not accept that. I am on heart medication that helps me stay alive.
Business Response
Date: 08/15/2025
August 15, 2025

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

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

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.