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.
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:08/06/2025
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.
Im writing to express serious concerns about my experience with Accredo Health. As a pharmacy under Express Scripts, Accredo has full access to my medication profile, yet repeatedly claims they "cant see" what meds Im on. This is simply not trueits laziness and its dangerous for patients relying on time-sensitive medications, especially for chronic conditions like Lupus.Accredo frequently stalls in sending out critical prescriptions. On multiple occasions, meds were pulled off the delivery truck the same day they were supposed to arrivewithout explanation or notice. These delays directly impact my health and are unacceptable.Whats more troubling is Accredo's repeated interference with my medical care. Your staff has refused to fill prescriptions written by my doctor because someone at your pharmacy didnt feel it was good for me. This is overstepping. Your role is to dispense medicationsnot to play doctor. My physician, who is medically trained and fully informed of my condition, is the only one who should be directing my care.Pharmacists are not authorized to override medical decisions unless theres a clear safety issueand even then, it should be addressed with the prescribing physician, not withhold medication arbitrarily.I am askingformallythat Accredo:Stop stalling or canceling deliveries without reason.Stop blocking prescriptions without physician consultation.Stop claiming ignorance of my current medications when you have access via Express Scripts.Failure to resolve these issues will result in formal complaints to regulatory bodies. Patients like me deserve safe, respectful, and professional pharmacy support.
Business Response
Date: 09/03/2025
September 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 Ms. ****** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/04/2025
Complaint: 23709379

I have reviewed the business' response and am rejecting it because:
Nothing was resolved.

Sincerely,

******** *****
Business Response
Date: 09/16/2025
September 16, 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:08/05/2025
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.
Please see attachment
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 **** Knutsons concern has been reslved. We contacted Ms. ******** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:08/01/2025
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.
Order mounjarop prescription *********** on 7-23. This was billed and paid 7-25 and is still in processing state when checked on 8-1-25. have had at least 2 e-mail anf 1 telephone contact with them and get no information except they are sorry for rhe delay. I just want the prescription filled as I will run out with last weekly dose on 8-5-25
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 ****** Bromstrups concern has been resolved. Mr.Bromstrups medication shipped via *** Next Day Air that was delivered on August 2, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/30/2025
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.
Accredo is charging me for a prescription refill. I was using a copay card and had been told there would be no cost to refill since i had funds under my copay card. One day I spoke to accredo and they tell me the copay card hasnt been paying them and yet they kept sending me refills. So then i told them to stop them immediately since i wasnt aware of the issue. Up to that point I had called each month to the copay card and they told me there was enough funds. Several months later I receive a bill from accredo. I would have denied the refill(s) if Accredo would have done their job in verifying the amount I would owe before sending out the prescription. This is what is stated on their website under frequency asked questions :How do I know whether my medication is covered or whether there is a generic equivalent?Accredo will do a thorough coverage check for you. If your medication isn't covered, we'll contact you to review your options.They had an obligation to contact me if they had issues with the copay card or if I would owe before sending the prescription.
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 ******** *** ****** concern has been resolved. We contacted Ms. *** ***** , discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 08/22/2025
Better Business Bureau:

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

Sincerely,

******** Del *****
Initial Complaint
Date:07/30/2025
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 has refused to reimburse me for out-of-pocket prescription costs for ********* and *******-two essential fertility medications prescribed for my diagnosed condition.During treatment, my dosage increased unexpectedly, and I needed the medication immediately. Express Scripts' mail-order pharmacy could not deliver in time, so I filled my prescriptions at a local pharmacy listed in the portal.I used the directory to find ****************, listed as in-network for this medication. I searched my medications, and it said I could receive 1 fill(s) of this medicine in a 1-month supply. I filled only several days' worth.According to an agent, my claims were denied for not using the Voluntary Smart90 program, which is meant for 90-day supplies of maintenance medications. This makes no sense for fertility drugs like ********* and *******. Later, I was told the issue was not Smart90 but that I made multiple small fills, and your system limits the number of orders-not the total supply. One representative stated my ******* claim was rejected for being submitted too soon after a prior fill. I explained the refill was medically necessary due to a prescribed dosage increase.I was then told coverage was denied due to missing prior authorization. I stayed on the phone with Express Scripts until the issue was resolved and was explicitly instructed to resubmit the claims. They are still being denied.I have contacted customer service 10+ times and received contradictory answers. I have been denied thousands. The transactions in question are:May 3, 2025 ********* ($471.20), ******* ($1,288.50)May 10, 2025 ********* ($471.20)These costs represent a life-changing financial burden, incurred while undergoing intensive and time-sensitive fertility treatment. Express Scripts' actions have caused serious financial and emotional harm.
Business Response
Date: 08/13/2025

August 13, 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 Flora ******* concern is being addressed.

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

Sincerely,

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

Customer Answer
Date: 08/25/2025
I received a phone call from a corporate representative on August 1st. I explained the situation to them, and they assured me that they would look into the matter. I received another phone call on August 15 to inform me that the claims could not be overridden and that I would need to write a formal appeal letter. I explained that I had already written and mailed an appeal letter several weeks ago and hadn't heard back. I sent it via certified mail to ensure that no one could claim it was lost in the mail. The representative said that he would look into the status and get back to me. The matter has not been resolved, and I am still owed thousands of dollars.
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 Flora ******* concern has been addressed.

We spoke with Mrs. ******* provided an update, and discussed her concerns further. We will remain in contact with Mrs. ****** through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/02/2025
Complaint: 23678276

I have reviewed the business' response and am rejecting it because the restriction being applied to my medication is not supported by the language in the documents provided to me.
The Express Scripts pricing mechanisms state:
You can get 1 fill(s) of this medicine in a 1-month supply at this pharmacy.

When I contacted Express Scripts, the representative told me that the one-time fill only restriction was a plan limitation. However, when I asked where that limitation was set forth in the written materials, he was unable to identify any language in my plan documents that disclosed such a rule.

This presents two critical problems:
1) No Written Disclosure of the *******************start="1333" data-end="1336"> A plan cannot impose unwritten restrictions. Under ERISA, 29 U.S.C. 1022, Summary Plan Descriptions must be written in a manner calculated to be understood by the average plan participant and must reasonably apprise participants of their rights and obligations. If the limitation is not disclosed in writing, it cannot be enforced. Any clarification could have been included in the portal next to the "1 fill(s)" language.
2) Ambiguity of the **************************start="1725" data-end="1728"> The phrase 1 fill(s) in a 1-month supply is ambiguous. A reasonable participant would interpret this as a limit on the quantity (no more than 30 days per month), not a limit on the number of dispensing events. Nowhere does the language explain that a partial fill would disqualify the member from obtaining the rest of their monthly supply. Courts apply the doctrine of contra proferentem, which requires ambiguities to be interpreted in favor of the insured, not the drafter.

3) Wastefulness and Cost to the *************start="1936" data-end="1939"> During my course of treatment, the amount of medication needed changed. If I had been forced to fill an entire 30-day supply at once, much of it could have gone unused resulting in greater costs to the plan. Allowing multiple fills within the month until the 30-day supply was reached would have reduced waste and aligned with the plans financial interests, as well as the language presented to me.
I am not satisfied - they has been no resolution. I respectfully ask that my coverage be honored, to a 30-day supply of my medication per month, regardless of whether that supply is dispensed in one or multiple fills.

Sincerely,

***** ******
Business Response
Date: 09/09/2025

September 9, 2025

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

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

Dear ********************** is to advise you that Flora ******* concern has been addressed.

We have spoken with Mrs. ****** multiple times to discuss her concerns. We will remain in contact with Mrs. ****** through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/27/2025
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 7/26/2025 To Whom It May Concern,I am filing a formal complaint against a peptide supplier I made a purchase from on [Insert Date of Purchase] for $160, which was paid via Zelle.The product purchased was 10 bottles (10mg each) of Retatrutide, and the cost included shipping. After payment, the seller provided me with a tracking number. Shortly after, I received a suspicious phone call from an unknown logistics company in *****, demanding an additional $100 before they would release my package.When I explained that shipping was already included, they claimed they had no knowledge of that and refused to deliver my order without the extra payment. I contacted the seller again, and they simply told me to just pay it, youll get it back later. This is an unacceptable business practice and appears to be a bait-and-switch scam.I have already filed a dispute with ********** for the Zelle payment, but they informed me that Zelle transactions are often final. As of now, I have not received the product, and the company is refusing to send it unless I pay another $100.This is unethical and possibly fraudulent behavior, and I am requesting that the BBB investigate this business and help me either:Obtain a full refund, or Receive the product without being extorted for additional fees Thank you for your attention to this matte ******* *********
Business Response
Date: 08/15/2025
August 15, 2025

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

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

Dear ********************** is to advise you that Leticid Rodriguezs concern has been resolved. We made 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
Initial Complaint
Date:07/25/2025
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 denies prescription renewals claiming they need prior authorization. My ************** has filed the auth multiple times, and Express scripts continues to claim they have not received anything. They appear to be using this tactic to refuse paying high cost prescriptions. They continually transfer me in endless loops, hoping I will stop trying.
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 **** ***** concern has been resolved. Mr. ***** secured the medication at the retail pharmacy on July 28, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/24/2025
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 am reporting pharmaceutical ************* insurance coverage changed, and my medication was approved by ****** on 7/5/25. Several attempts to have my medication shipped by Accredo have not been fulfilled despite being told it was being escalated. I am now past due (7/15 due date) for medication and having pain and ****** stool.Also, I received a bill for my last dose, which should have been covered by patient assistance (MyTremfya). I was told they lost the insurance verification but found it; however, no updates were made to my account, and I still don't have the medication.Accredo has failed to supply my medication in a timely manner, leading to pain and worsening symptoms. I was doing well on the medication prior to this.
Business Response
Date: 08/08/2025
August 8, 2025

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

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

Dear ********************** is to advise you that ****** ****** concern has been resolved. Mr. ****** medication shipped via *** Next Day Air that was delivered on August 5, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 08/08/2025
Better Business Bureau:

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

Sincerely,

****** *****
Initial Complaint
Date:07/23/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am currently on medication to treat BPH and in addition to the regular medication ALFUZOSIN, I was prescribed a medication by a urologist for *********** 0.5 mg. I procured this medication out of pocket and have been taking it for the past 2 months with very good results. I approached my urologist to submit a prescription for *********** and Express Scripts instead switched it to ***********. I have since called Express Scripts and was told that my doctor has to call in a prior authorization. However, when the doctor's office called and inquired they were told a prior authorization was not required and that they would re-submit the prescription. 2 days later, no prescription has been filed. I called Express Scripts once again (3rd time) only to be told that a prior authorization has not been called in. All of this to save $3 for a 90 day supply (*********** costs $23 minus $20 my copay or a $3 payment from Express Scripts, *********** costs $10 minus my copay $10 or a $0 payment from Express Scripts). I have complained directly to Express Scripts and so far they keep giving me the same run around. Requesting to escalate with the pharmacy has not given me any results either. This business has very shady business practices.
Business Response
Date: 08/08/2025
August 8, 2025

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

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

Dear ********************** is to advise you that **** ****** concern has been resolved. Mr. ****** medication shipped via *** Next Day Air that was delivered on August 4, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Accredo billed the wrong insurance company back in September 2024, I realized this later and contacted them to try to get the claim reprocessed. They did it again in October 2024 and I asked them to solve the issue on their end, which they eventually did, but still need to reverse and rebill both claims for Sept and Oct. The Oct one was resolved, however, the Sept one never was. This came to my attention last month, and I have been trying with them since to get the claim reversed and filled against the correct insurance. I've been getting the runaround them for a month now with no solution.
Business Response
Date: 08/06/2025
August 6, 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

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Express Scripts is NOT a BBB Accredited Business.