Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Express Scripts has 173 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2025

      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.
      7/22/25. Express Scripts/Accredo automatically took $3112.64 from my Health Equity card without my authorization. I called them and was transferred to 3 different people lastly Misha. She said there wasn't anything she could do. This is not the first time they have done this. I got an email that said I need to complete an order that cost 0 dollars. When said to complete they took out $3112.64, which should have gone against a Master card provided by *****. I tried to get Health Equity to stop it as well, and they are disputing it but takes 30 days. I would like to see they do not do this to anyone anymore and credit to my account immediately

      Business Response

      Date: 08/01/2025

       

      August 1, 2025




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


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


      Dear ********************** is to advise you that ******* ******* concern is being addressed. 

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

      Sincerely,




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


    • Initial Complaint

      Date:07/22/2025

      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.
      My ** called in Mounjaro 2.5mg. I alternate between 2.5mg AND 5mg. The pharmacy put a hold on re: a new script. My ** sent over a new script. They put ANOTHER HOLD on it and said its weird im on both ***. Why is it weird!!!! Thats how Ive taken Mounjaro for the last 4 years. I alternate doses! Im out of the meds! I just switched everything from *************** over to Express Scripts and im NOT happy. About to switch back. And I have alot of medicines!

      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 ******* Dustens concern has been resolved.  Ms.Dustens medication shipped via *** Next Day Air that was delivered on July *******, and this matter is considered closed.    

      Sincerely,




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

    • Initial Complaint

      Date:07/22/2025

      Type:Billing 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.
      Express Scripts accessed my ***** funds without my knowledge or consent and withdrew $1996.54 on July 21, 2025. I am on ******** Part D and in stage 3 catastrophic coverage. (Means Aready Met Annual Out of Pocket cost). They use various names, Express Scripts, Evernorth, Enguide, Accredo, Wellcare etc and claim not to know what or why they are doing when questioned and transfer or disconnect. I want the $1996.54 taken without my knowledge on July 21, 2025 returned into my Healthwell Foundation *****.

      Business Response

      Date: 07/31/2025



      July 31, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 07/31/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution because the funds were returned to my Healthwell ********** Grant account.
       
      Sincerely,

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

    • Initial Complaint

      Date:07/22/2025

      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.
      On July 17, I ordered medication from an online pharmacy that my company offers discounts with. I ordered a refill of my prescriptions from Express Scripts Pharmacy and they provided confirmation and order tracking. I received one of the two medications that I ordered on July 21, but received confirmation of delivery for both of them. I called the customer service line for ********************** the morning of July 22, and received an automated voice system. It took a great deal of effort to get a live person on the line. When I finally did get a live person, he was very hard to understand due to his accent. Ultimately, after 15 minutes on the phone, and being put on hold 3 times, he said they refilled my prescription and to expect it in 3-5 days. Then he told me after 30 days to call back for a refund. I questioned why I had to wait 30 days for a refund, and he was not able to answer my question. I told him I would be reporting the business and he just repeated that I had to wait 30 days and call back for a refund. I feel the refund should be immediate and should not require me to call back for a refund for something I never received.

      Business Response

      Date: 07/30/2025


      July 30, 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 multiple 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:07/19/2025

      Type:Delivery 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 was admitted to a hospital in an emergency due to many blood clots in my legs. I was rushed into surgery and was admitted for several days so they could give me Heparin through IV. when I was released I was put on ******* 5mg tablets to be taken several times a day. The ** put in a prior auth for additional 90 days so far due to the extent of the clots. I have to see another ** also to keep progress if I need to be on these for just 6 months or my rest of life. Due to amount of clots and how quickly the formed the ** were very concerned and that is why the put me on this. Express scripts is refusing to approve the request even have the report from the **.

      Business Response

      Date: 07/30/2025

       

      July 30, 2025




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


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


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

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

      At this time, this matter is considered closed.

      Sincerely,




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





    • Initial Complaint

      Date:07/19/2025

      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.
      Submitted a check #**** for invoice 57-083793287 for $20.00. Check was cashed 7/14. They emailed me saying I still owed for this invoice. Invoice number was clearly marked on the check and submitted with remittance portion of check. They are still saying I owe this money. I was told that no check was received. How could they cash a check not received. I have contacted them via phone, website email, ******** message, email addressed provided to extra help. I have sent copies of check via email twice and to ******** address via regular mail. I have spent hours trying to get this resolved to no avail.

      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.  Ms.Mccormacks check in the amount of $20.00 posted to the account on July *******, and this matter is considered closed.    

      Sincerely,




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

    • Initial Complaint

      Date:07/18/2025

      Type:Delivery 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 am filing this formal complaint regarding Accredo Specialty Pharmacys repeated failure to dispense a medically necessary, ***-approved immunologic treatment, despite full compliance from both myself and my prescribing physician. The ongoing delays, conflicting information, and lack of transparency appear to constitute more than simple miscommunication- they reflect systemic negligence and potential bad faith practices.On July 2, I was told no prior authorization was on file. A week later, I was informed that a PA had, in fact, been approved with an effective date of June 16. I was instructed to wait three days for processing, then when I called to confirm I was told to wait another three days for processing. At every turn, I have encountered shifting timelines, contradictory updates, and opaque processes that directly interfere with my ability to receive timely, essential treatment.This is not an isolated issue. Accredos corporate relationship with Cigna, who both authorizes and dispenses specialty medications, represents a conflict of interest that incentivizes delay and denial over patient care. This raises serious concerns about violations of consumer protection statutes, insurance regulations, and healthcare compliance standards, particularly regarding continuity of care and access to medically necessary treatment.This pattern of obstruction creates tangible harm. Delayed access to specialty medication is not a clerical error - its a denial of care with legal implications. I am submitting this complaint not only on my own behalf, but in defense of the countless others affected by this apparent business model of delay.Given the number of publicly documented cases that mirror mine, this appears to be a deliberate business practice rather than isolated error. I respectfully request the BBB investigate Accredos practices and compel accountability for the sake of patient safety and public trust.

      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. *************** shipped via *** Next Day Air that was delivered on July 23, 2025, and this matter is considered closed.   

      Sincerely,




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

    • Initial Complaint

      Date:07/17/2025

      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.
      Lisdexamfetamine has been on the national shortage list for years and none of my local pharmacies carry it. Express Scripts stated there will be regular interruptions with my medication if I go through their mail service and there would be days I wouldn't have meds. I called 6/5/25 to see if I could work out getting the Brand Name ******* for the generic Lisdexamfetamine price because of the generics lack of availability. I spoke with a manager who said they would submit a ticket to the Accout Manager to approve or deny the request and they would get a response in ***** hours. I've called back multiple times since and have been told; cases to the account manager are getting closed with no info, only the manager that submitted the case can have info, you have to wait for a response, there is nothing I can do, you have to wait longer, there is nothing I can do and did I mention you have to wait longer?I have been told someone is going to call me back multiple times but I am being ignored. Calling **************** is pointless, I wait on hold for ***** minutes while a "supervisor" (I'm sure most weren't) looks at the notes, doesn't understand the notes and asks me to repeat again. It's been a month and a half. I just want to know if I need to start hunting for new medications because the difference in price between name brand and generic is around $300. I want someone at Express Scripts to work with me until this is resolved. I am stuck in a cycle of calling in to people that don't care.

      Business Response

      Date: 07/30/2025



      July 30, 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 ******** Depkas concern is being addressed. 

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

      Sincerely,




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

      Customer Answer

      Date: 08/01/2025

      Complaint: 23614174

      I have reviewed the business' response and am rejecting it because: The *** who reached out about my case has not be helpful ir pleasant to deal with. He did no research on the case before calling, immediately tried telling me I won't get what I am looking for and has terrible customer service.

      He has yet to address to majority of my complaint and because of that,  I don't actually believe what he has told me so far. He has now called twice, just after his office hours and just before being out of office for an extended time. His message stated his office hours are until 5:00 EST. The first time on 7/23 he called at 5:04 EST and was OOO until 7/29. The second time 8/1 at 5:01 EST and now out until between 8/12-8/15. This feels pretty deliberate.

      Part of my complaint was about timeliness. It isn't being taken seriously. 

      Sincerely,

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

      Business Response

      Date: 08/05/2025



      August 5, 2025




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


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


      Dear ********************** is to advise you that ******** Depkas concern has been resolved.  We spoke with *** *****,discussed his concerns further and provided an update, this matter is considered closed.  

      Sincerely,




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

      Customer Answer

      Date: 08/06/2025

      Complaint: 23614174

      I have reviewed the business' response and am rejecting it.



      Sincerely,

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

    • Initial Complaint

      Date:07/16/2025

      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.
      I've been trying to get a charged refunded by Accredo for nearly 3 months and they still won't refund the charge. The total balance was $2,000.18. They charged my person credit card $1,916.97 and a co-pay card $83.21. I need them to refund the $83.21 to the co-pay card and charge that amount to my personal credit card. See timeline below.4/1/25 order placed 4/11/25 order delivered 4/29/25 called in, spoke to *****, to ask for $83.21 to be refunded on co-pay card and charge that amount to my personal credit card. I was told it takes 7-10 business days 5/12/25 called in to check on status and was told it's "still in progress". More than 10 days after the first call 6/2/25 called in, spoke to ****. She let me know the previous *** did it incorrectly and she fixed it and filled the documents out correctly 6/24/25 called in, spoke to ********, to check the status. Still not done but she would "expedite" the refund and I should see it in 72 hours. 7/11/25 called in to check on status again. The *** told me it has been refunded to co-pay card and my personal credit card was charged for $83.21 in April. I asked for proof because it's not possible to retroactively charge my in April for a June transaction. *** couldn't provide evidence and there is no charge for $83.21 on my personal credit card. Asked to speak to the manager - was told there wasn't one available and they would call me back to discuss 7/14/25 received a call and voicemail telling me to call in and discuss.7/16/25 called the number back. Spoke to a *** who sent me to an automated assistant that isn't helping me solve this issue.I would like this to be resolved by simply doing what they said they would do after my request.

      Business Response

      Date: 07/30/2025

       

      July 30, 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 his concerns, and this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:07/16/2025

      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.
      My doctor submitted my prescription on July 3rd. I received the prescription on July 10th. All of the safety seals were missing. Express Scripts sent replacement medication on July 15th. I received them on July 16th but again the safety seals are missing. I just keep getting transferred around with no resolution. They want to issue another replacement but that is unacceptable at this time. 1) I'm over a week past when I was supposed to start the medication. 2) I can't trust that what is going to be sent won't have the same problem. I want a refund of my money, but no one seems to be authorized to do so. I had to call my doctor to send a script to a local pharmacy.

      Business Response

      Date: 07/30/2025



      July 30, 2025




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


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


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

      Sincerely,




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



    Express Scripts is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.