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

1,589 total complaints in the last 3 years.
444 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:09/25/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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:
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 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:
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 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:
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.
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:
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 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
Initial Complaint
Date:09/21/2025
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 husband has diabetes he was getting his prescription from a local pharmacy now when he needed to refill it they are not letting him renew it they want him to get it thru express scripts, he cant get it for 7-10 days and it will cost use ***** a pill to get its disgraceful that they are dictating where we have to get out medication from
Customer Answer
Date: 09/22/2025
i'm looking to get my ****** back that I had to lay out because they won't let cover my husbands prescription at a local pharmacy, so we had to pay out of pocket till we receive it in the mail.
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 ***** **** concern has been addressed.

We made multiple attempts to reach Mrs. **** however, have not been able to discuss this matter with her. Should Mrs. *** return our call, we will be happy to discuss her concerns.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/21/2025
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.
Express Scripts tracking shows my pain medication was shipped on August 14, 2025 whereas **** tracking shows they never received the package. The first time I called Express Scripts they told me I needed to wait 30 days before they could send a refill. This policy was confirmed by a supervisor, so I guess I was supposed to put my pain on hold. When I called back after 30 days they told me there was nothing they could do (again) and to contact ****. Of course, **** said they never received the package, so they couldnt help me. After waiting almost 6 weeks, I just received my meds on September 20, 2025 but my credit card has been charged twice. When I called about the duplicate charge on September 18, 2025 and Express Scripts finally conceded they owe me a refund but said, if approved, I can only get an account credit based on their policy. Im still waiting for my approval.If Tricare for Life offered another option for home delivery, I would never do business with Express Scripts again. Its too bad seniors are saddled with such an inept provider and have to endure horrible customer service in order to afford their medications.
Business Response
Date: 10/07/2025
October 7, 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 attempts to reach *** *******;however, have not been able to discuss this matter with her. Should *** ******* return our call, we will be happy to discuss her concerns. At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 10/09/2025
Complaint: 23913920

I have reviewed the business' response and am rejecting it because: Express Scripts hasnt returned the phone messages I left. I can be contacted at ************ any time.

Sincerely,

***** *******
Customer Answer
Date: 10/13/2025
Im sorry the BBB considers never returning my messages a good faith attempt.
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 ***** Jenkinsconcern has been resolved. We contacted Ms. ******** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/17/2025
I will respond as soon as I receive the refund Express Scripts promised me yesterday.
Customer Answer
Date: 10/20/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:09/18/2025
Type:Billing 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.
Please see the attached .pdf document for a detailed description of the problem and of an account statement substantiating the information I provided. The brief synopsis is that Accredo Specialty pharmacy has applied a $4665.81 charge to my account without notification nor documentation. On the phone, they allege that it is to correct a billing error they committed over three years ago in 2022. However, they have still not provided documentation of the error despite repeated attempts on my part, and every time I ask to speak with a supervisor they hang up on me. In addition, they have charged this amount to my HSA card, which is illegal since there is no appropriate tax exempt purchase and there is no appropriate documentation. However, they refuse to refund the card.I am requesting a refund of $3638.06, which is the amount of the applied to my account that I dispute ($4665.81) minus the credit they applied $1027.75 after I told them I was going to file multiple complaints.
Business Response
Date: 10/09/2025
October 9, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 10/24/2025
The company has not resolved the issue. They left me a message that they would look into it and follow up with me within a week, and its been two weeks and I havent heard anything. They left no return phone number.
Initial Complaint
Date:09/17/2025
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 problems with express script . i never had my medications on time and the co-pay is Hight now i have no medications and i m sick Thans
Business Response
Date: 10/01/2025

October 1, 2025

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

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

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

We made multiple attempts to reach Mr. ***** however, we have not been able to completely discuss this matter with him. *************** contact our office, we will be happy to discuss his concerns.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/17/2025
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 been having issues with using my insurance card at ********. Every time I attempt to use my card, ******** could not look me up, so I ended up paying out of pocket. I tried using my phone one time to have the *** verify my insurance and even though that helped, I was stuck waiting for a *** for a long time. I've attempted to reach out the business to try to resolve the issue and at one point they had said that I was unenrolled from my plan, which is something I definitely have not done. I would like to get assistance from Express Scripts to resolve the issue, as this is my third insurance card issued out to me.
My insurance number is A00020148APU
Business Response
Date: 09/19/2025

September 19, 2025

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

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

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.