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

  1 Express Way Saint Louis, MO 63121-1824

• 

  Accredo Health Group

  2 Boulden Cir Ste 1 New Castle, DE 19720-3492

• 

  Merck-Medco RX Services

  PO Box 747000 Cincinnati, OH 45274-7000

• 

  Medco Health Solutions, Inc.

  PO Box 182050 Columbus, OH 43218-2050

• 

  Express Scripts

  8111 Royal Ridge Pkwy Irving, TX 75063-2820

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:10/07/2025

  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.

  I need Accredo to send a paper claim to my prescription copay program as requested by the copay program. This has been going on since April. I have called numerous times assuming they would send the claim. As of today, October 7th, they still haven't been able to complete this. I can't refill my prescription because I can't afford it without the copay program. Therefore, I haven't been able to take my medication since April.

  Business Response

  Date: 10/24/2025

  October 24, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** ******
  
  
  Dear ********************** is to advise you that ****** Rueters concern has been resolved.  We contacted Ms. ******* discussed her concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:10/07/2025

  Type:Sales and Advertising 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 want them to stop calling me and delete all of my information. I do not have any prescriptions with them.

  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 ******* Masseys 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

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

• Initial Complaint

  Date:10/06/2025

  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.

  Doctor wrote a prescription for a 90 day supply of test strips at 3 times a day. I received 100 test strips and when I called and tried to resolve the issue. The pharmacy tech ****** blamed my doctor and then my insurance company. When I told her to arrange the prescription to be picked up because Im not getting ripped off. ****** **** up on me.

  Business Response

  Date: 10/24/2025

  October 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 contacted Mr. ****** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 10/24/2025

  Complaint: 23981299
  
  I have reviewed the business' response and am rejecting it because: Express Scripts are responding as if they resolved the issue. I did speak to someone today which was the first time I spoke to them since they hung up on me to complain. Only reason is because they said they were contacted by you (BBB). 
  

  As I said to the Express Scripts *** was the issue was resolved. But only because I also made a complaint with my insurance company. To resolve the issue Priority Health made an order with Express Scripts for another 90 day supply and waived my co-pay. 
  

  In result Express Scripts did not do one thing to resolve nor did they even care to resolve this issue. If the same situation arises again. Im 100% positive Express Scripts would do the exact same thing which is hang up on me, do nothing and ignore the issue all together.

  At the minimum Express Scripts should refund me the money ($40.00) I paid for a 90 day supply but only received a 30 day supply. Also a formal apology for the way I was treated and hung up on by their customer service ***resentative.

  Best Regards,
  ******* B. *****

  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 ******* ***** concern has been resolved.  We contacted Mr. ****** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 11/04/2025

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

• Initial Complaint

  Date:10/06/2025

  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.

  My doctor sent in the script for ****** and shortly after sending in the script, the doctor had decided to change me to revoke well after contactingthis company and letting them know I will not be on the ****** and to please cancel that script. This company continued for three months to send thousands and thousands of dollars worth of medication all while charging my insurance company for a medication that Im not even taking or on when ****** them to stop the company stated there was nothing that they can do to stop the medications from coming because theyre on an auto refill. I repeatedly ask the nurse on the phone to please remove my information from system in which she explained to me that she did not understand as I believe they wrote their calls out to somewhere in ******** so now I am stuck with thousands of dollars worth of medication that Im not even on that people are dying to be on and this company is just sending it out while charging my insurance company. This is why I am contacting the Better Business Bureau because this company needs to be thoroughly looked into.

  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 made outreach to **** *********;however, we have not been able to discuss this matter in full with her.  Should **** ********* contact our office, we will be happy to discuss her concerns.
  
  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager,Executive Correspondence
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/06/2025

  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.

  File complaint against express script I have been telling this company for almost 3 years to stop sending mail for a person that no longer lives here. They have refused and my next step is getting a lawyer. I am the owner of the home and when I call them they ask me personal indentifying information about the person who I do not know. They need to remove my address from the system and stop telling me I cant stop the mail from coming.

  Business Response

  Date: 10/17/2025

  
  
  

  October 17, 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 Ms. ****** and discussed her concerns; however,we attempted additional 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

  
  

• Initial Complaint

  Date:10/06/2025

  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 a reoccuring problem every month when I contact Accredo for a billing statment on my account. I usually need to call back several times in order to finally get one successfully sent to me by email. Most of their call agents do not do it correctly or at all, therefore I have to waste a lot of my own personal time calling and dealing with dead ends. This process needs to be different as it affects my finances and getting medical reimbursements. Their should be an option to get an invoice yourself from the website portal. Calling multiple times to be lied to and told that an invoice will be sent in 'x amount of time' is misleading and unethical. Upper leadership neads to be aware of this problem and fix it.

  Business Response

  Date: 10/24/2025

  October 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 contacted Mr. ****** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:10/03/2025

  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 have called them roughly every 2 weeks since March about an outstanding balance. Every single time Im on the phone no less than 2 hours with multiple people at once (conference call) . And every single time Im promised someone from the company will be calling or emailing me to have my balance resolved. Which by the way, every single time theyve admitted the balance was due to them dropping the ball. A month ago one of their employees I spoke to on the phone for more than 2 hours, yet again, said she was emailing her higher up while I was on the phone with her and made it seem like she was speaking to the manager. She finally said she doesnt know who the manager is, and shed put it in the system to have them call me. Yeah, they never called. In fact, Ive been fighting them since March of this year (2025). At least 5 times theyve said theyd have a manager talk to me in 2-3 days. Yet there are no phone calls or emails. I dont know what else to do. They say I owe $4,000 and they have admitted time and again theyre at fault for it and it should be covered by them. Yet they do exactly zero follow through to see it resolved. Ive been without my medication since June! Now October I havent had it in 4 months! How is this acceptable?

  Business Response

  Date: 10/10/2025

  
  
  
  
  
  October 10, 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 contacted Mrs. ***** discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence
  
  
  
  

  Customer Answer

  Date: 10/14/2025

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

  I humbly appreciate Accredos swift response in getting this matter settled. Though my issue with Accredo went unresolved for 7 months and many long hours spent on the phone, after this complaint they were very swift to resolve the matter; I am so truly grateful to those who worked hard to get the matter resolved on my behalf and give my heartfelt thank you!
   
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:10/02/2025

  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.

  I have contacted this company three times to have two prescriptions sent early because I will be traveling for two months. I have been out in hold, disconnected, connected to the wrong pharmacy, promised a call back. I still have not resolved what should be a simple issue.

  Business Response

  Date: 10/23/2025

  October 23, 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,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

• Initial Complaint

  Date:10/02/2025

  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.

  This shows that ******** notified all parties that I had less than $1,000 October 9th, so when I placed an order Accredo should have know that I had no funds. I got this letter after the order was already placed.

  Customer Answer

  Date: 09/24/2025

  This shows that ******** notified all parties that I had less than $1,000 October 9th, so when I placed an order Accredo should have know that I had no funds. I got this letter after the order was already placed.

  Customer Answer

  Date: 09/24/2025

  Billing dates with insurance information showing how I was billed incorrectly October 10th, 2024 and November 4th, 2024. Then it was covered in December?

  Customer Answer

  Date: 10/02/2025

  Hello, I use ******** with copay assistance through ******** MyWay, and my prescription is filled through Accredo.A prescription fill from October 2024 was processed after my ******** copay card had reached its annual maximum. I was never notified because the email went to an old address that I no longer use. How do I owe $1,935.86 and not know it for 11 months?I am requesting that Accredo review this claim and, if possible, work with ******** MyWay to reverse or adjust the charge, since this was an administrative/notification error and not a missed payment on my part. The reason I qualified for the copay assistance was because I just graduated from college and am being asked to pay more than what is in my bank account. I am willing to return the product as well, I would not have agreed to fill the prescription if I knew the copay card was maxed out.I have updated my contact information since the wrong email was on file. Please let me know if you need any documentation (pharmacy statements, EOBs, etc.) to support this request. Thank you.

  Business Response

  Date: 10/10/2025

   

  
  
  October 10, 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:10/02/2025

  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.

  In January 2024, I purchased ****** through Accredo Pharmacy. The charges were successfully processed my insurance company and copay assistance program were billed, and I did not owe any balance. The same process occurred in March 2024 with no issues.However, I recently received notice in September 2025 more than 20 months later from a debt collector claiming that I owe $1,966.30 to Accredo for a February 2024 fill. According to the notice, Accredo failed to correctly apply the copay assistance at that time.This appears to be an administrative error by Accredo. My reasoning is straightforward: the January 2024 and March 2024 prescriptions were both billed properly with no balance due, and I had no reason to believe that February would be handled differently. At no point was I contacted about a billing issue until nearly two years later, when this debt collection notice arrived. I have spent the last two days on the phone with Accredo with no progress made. No supervisors are available to speak to me in the moment and have not called me back.I am seeking resolution to correct this billing error, remove the debt collection claim, and ensure my record is cleared of any balance that resulted from Accredos failure to properly bill copay assistance. I can't be held responsible for errors in their billing process.

  Business Response

  Date: 10/16/2025

  
  October 16, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ********* *******
  
  
  Dear ********************** is to advise you that ********* Andrewss concern has been resolved.  We contacted *** *******,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence