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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,589 total complaints in the last 3 years.
    • 445 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2025

      Type:Billing Issues
      Status:
      Answered
      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:
      Answered
      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

    • Initial Complaint

      Date:10/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 recently went to my doctor to get we'll go we prescribed me due to health issues and the issue where I am unable to lose weight I have a BMI of ***** I have high cholesterol and I'm pre-diabetic I've been eating healthier And going to the gym but have been unable to lose weight or get out of these health conditions so with my doctor prescribing me wegovy he agreed that it would be best that I'd be on it to achieve my healthier goals. Prior to the appointment I called up Express scripts and asked him what I could do to get approved for the medication easier they told me to sign up for the Armada health program through my work and be compliant with it which I went and did they said after that have your doctor prescribe you the medication and then it should only take 2 days for us to get it authorized and sent out to you well unfortunately with their pre-authorization process the pre-authorization paperwork is made and designed to not give us the medication and they keep gatekeeping the medication from us and then when I call and talk to them about it they asked me if I want to speak to a pharmacist about the medication that they won't even give me the business is highly unprofessional and they make it hard for us to get the medication we need and then they turn around and send me an email stating that they want to get me the medication as quick as possible cuz they care about me but then they say I was denied by them my doctor prescribed it he wants me on it but my insurance at Express scripts are doing everything they can to keep me denied this the second time I've been through this and all their denials is highly unprofessional and it's stressful that I can't take care of myself because an insurance company wants the gate keep something that is not even a narcotic!!! ***** deny defend is their model and they need to understand pre-authorizations are not law their policy and policies are not law! I'll have to do compounds and those companies will eat well now!

      Customer Answer

      Date: 10/09/2025

      You can cancel this complaint it has been resolved. Thank you 

    • Initial Complaint

      Date:10/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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'm being continually harassed over a bill I don't owe. The company harassing me sent medication to my pain management doctor after being told repeatedly that we ONLY want it if it is COMPLETELY covered by my insurance. It was confirmed ******** times by the business that the injection will ONLY BE SENT IF COMPLETELY COVERED BY INSURANCE WITH NO CHARGE TO ME. I'm on disability and a very limited budget. They confirmed this several times. My pain doctor notified me that they received the injections which means it was fully covered and that they Never receive the injections unless they are fully covered or paid for. Yet I continue to receive bills even after they checked the recorded conversation AND confirmed my statements.

      Business Response

      Date: 10/06/2025

      October 6, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 10/06/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:09/26/2025

      Type:Order Issues
      Status:
      Resolved
      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.
      Ive been on a specialty medication of ****** for 16 years now, and have gotten it from Accredo Specialty Pharmacy. The medication always required prior authorization, and I get financial assistance through the drug manufacturer ********** Savings Program. Up until roughly 4 years ago, my ****** medication always applied to my deductible. And the Cimplicity Copay assistance was also applied to my deductible. It helped greatly by helping me meet my out of pocket max quicker. Well roughly 4 years ago I get a call from a program called SaveOnSP stating that I have to use them to get $0 copay on my ******, and it will no longer get applied to my deductible. I even asked why I had to join if I already have copay assistance that gets applied, and they said that it would no longer get applied anymore either. So I had no choice to join but after researching this, I have some major issues. Basically youre using a Copay Maximizer program SaveOnSP. Your getting around the laws by stating the medication is a non-essential health benefit, you raise the drug prices, and drain my financial assistance through the manufacture. Theres lawsuits currently against all parties involved for doing this. Ive tried calling Express Scripts and speaking with supervisors about this. On 9/9/25 I spoke to supervisor ******* who was going to send a email to my benefits manager about this issue. Then on 9/11/25 supervisor **** called and said the benefits manager wrote and said that anything with SaveOnSP doesnt count towards your deductible cause I pay nothing. She had no answer for using the Cimplicty program. And kept saying all questions is for ********. Ive tried writing into SaveOnSP and received no response. My ****** is an Essential health benefit and want it classified correctly. I want to continue to have my copay assistance program get applied to my deductible like it used to. Youre messing with my health and its not right.

      Business Response

      Date: 10/06/2025


      October 6, 2025




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


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


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

      Sincerely,




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


      Customer Answer

      Date: 10/08/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  While I do not agree with SaveOnSP tactics 5 years ago when I was told that I had to join them to keep my copay at $0, and that if I didnt join my financial assistance through the manufacturer still wouldnt go towards my deductible/oop max. Ive come to now find out the truth from Express Scripts and I do not need SaveOnSP, along with if I opt out my financial assistance will in fact go towards my deductible/oop max. So thank you Express Scripts ****** for looking into this for me. 
       
      Sincerely,

      **** *******-********

    • Initial Complaint

      Date:09/25/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Mail in pharmacy. We had a limit of $100 set on our account and to be contacted if amount exceeded $100. I was not contacted and charged $446 without my permission or permission to order the medication. I have been dealing with this issue since March 2025 . I contacted the company and was told several different things different times . I was told by one agent I would be refunded due to their mistake being charged on an account they didnt have permission to charge. Then another agent tells me they only issued refund for me to turn around and pay again . The account they charged expired. So they were going to refund it to a different account. So the first amount is still taking out of my account regardless. The refund never went through . I have provided statements from March till current date to prove such and now they are saying they can not determine that debit card they issued refund is attached to all statements. I can not make them understand the account number and debit card number will be different. I have taken more time out of my life than I care to , to handle this issue . They also refuse to have management reach out and call me . Claiming that they can not make outbound calls . I am told something different every time I reach out via phone to which ever agent they send me to . So it now is making it look like I again owe express scripts the $446 dollars again . I have proven there was no refund. There is no point in the refund if they are still going to require payment on their mistake. At this point I want refund removed and dont want them to issue anything and wipe my account clean.

      Business Response

      Date: 10/06/2025


      October 6, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:09/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had multiple issues with Express Scripts giving brief uninformative appeal denials without transparency or explanation or denial based on the verbaige of the appeal. Further, when I contacted their customer service, they feigned taking a customer complaint. When asked how I should expect follow-up, they indicated they only take customer complaints by archaic communication methods (physical mail, and fax). I asked them to mail me the address to send correspondence and they indicated they could tell me over the phone but they wouldn't mail it to me because that is unreasonable. It is unreasonable for them to mail me the address but it isn't unreasonable for them to demand I mail them my grievance despite having a phone based customer service department.

      Business Response

      Date: 10/15/2025

      October 15, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:09/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 had been using Acreedo for my medication as I used to take ****** now have switched over to ******* for Crohns disease due to my insurance company ******* (who I should also file a complaint against due to bad faith and delaying my medication) no longer covering it and not accepting a medical necessity from my doctor. I explained how I was 10 days overdue from taking my medication to Accredo due to these delays and they had set up an order to be shipped Wednesday. I was ok with this because Accredos pharmacist informed me that if you miss your dose by 0-7 days take it as soon as you can if its longer than 8 days skip it and take it at your next dose when I called back after placing my order due for Wednesday I asked to double check with another *********** to make sure thats what Im supposed to be doing in which the other *********** said no you take it right away and adjust your schedule so then a third *********** I had to contact to get a clear answer because if Im supposed to take it asap I can have it overnight shipped. Well because of them giving me wrong answers they told me they would overnight ship it only to first tell me it was already shipped (it wasnt) which then I had to call again for them to tell me I missed the cutoff to overnight ship from Friday to Saturday because of their mismatch of telling me different things which led me to change my orders up leading me to be without my medication until now tomorrow which as of now they still havent shipped it out putting my health in serious risk because they cant do simple tasks I want my medication and honestly any reimbursement your business can think of in any way maybe a formal apology letter from a higher up who will prevent this from happening and give me some sort of reimbursement as a way to also help me pay for this medication. I also want this medication delivered already this is my health at risk now I cant be this long without medication

      Business Response

      Date: 10/15/2025

      October 15, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:09/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Where is my sons Adderall XR? This perscription is like 8 weeks old. My son is supposed to take this daily!!!!!! It was out of stock and NO ONE said anything to me. I called you all claimed it was back in stock and you would mail it. I have NOTHING!! This is the 2nd time this has happened. This company is so unprofessional, especially dealing with important medications!! Please contact me as soon as possible. Also I was given the tracking number that leads to NOTHING because it was never sent.

      Business Response

      Date: 10/06/2025


      October 6, 2025




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


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


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

      Sincerely,




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


    • Initial Complaint

      Date:09/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 calling since August 12th regarding an invoice for *******, which I urgently need to proceed with joining a class action lawsuit. I previously used McKennas prescriptions in 2017, 2018, and 2019.This matter is deeply personal to me. During that time, I had both a son and daughter who were born prematurely and sadly passed away shortly after birth. Because of this, obtaining the invoice is not only necessary but also carries significant emotional weight for ***** has been extremely difficult and disheartening that such a straightforward request has taken this long without resolution. To add to my frustration, when I spoke with a supervisor today, the call was disconnected and no attempt was made to reconnect with **** kindly ask that this matter be prioritized so I can receive the invoice without further delay. Please understand the importance and urgency of this request. If it cannot be resolved promptly, I will have no choice but to escalate by sharing my experience publicly across social media and filing a formal complaint with the Better Business Bureau.I hope it does not come to that and that we can resolve this quickly. Thank you for your immediate attention and compassion in this matter.

      Business Response

      Date: 10/15/2025

      October 15, 2025




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


      Tracking ID: ********
      Complainant:  Raheeda Willliams


      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

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