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

Customer Complaints Summary

1,558 total complaints in the last 3 years.
456 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:07/16/2025
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.
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
Initial Complaint
Date:07/16/2025
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.
Lying about shipping medication out.
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. The medication was shipped via courier service that was delivered on July 25, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/16/2025
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.
I am taking a specialty medication that has to be ordered through an online supplier. Every month, in speaking with the ***resentatives, I confirmed a -0- balance due to co-pay assistance. I suddenly receive a bill dated June 15 for $771.50 for medication received in May. I called and spoke with a ***resentative who first suggested I speak with my insurance provider. I did and relayed the conversation back to Accredo. The Accredo *** then gave me a couple of numbers to call for additional co-pay assistance, which I did, but no funds were available. Now, I am being told that there is nothing they can do, I must pay the balance. I have dealt with the company for a few years now in helping a family member with their medication and they have always confirmed for me any balance due prior to shipment. Now I am being told that they can not do that and whatever the bill, it is my responsibility after the fact. I know I am not alone in saying people can not afford to do this. Thankfully I got my next shipment stopped because they told me AHEAD of time that it was going to be over $5,000....so apparently they can tell you sometimes but not others??? This is unacceptable!
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 ********* Laneys concern has been addressed. We contacted Ms. ****** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/30/2025
Complaint: 23609357

I have reviewed the business' response and am rejecting it because:

It states that they have spoken with me regarding the complaint. No one has contacted me nor discussed anything with me.

Sincerely,

********* *****
Customer Answer
Date: 07/30/2025
I have received a call. I consider this matter resolved. Thank you for your response
Customer Answer
Date: 08/15/2025
I am filing this on behalf of my MIL, for whom I handle doctors appts and medications. She was prescribed a medication for a heart illness back in 2023. Upon first attempting to get the medication we were notified of a substantial out of pocket and given a resource for co-pay assistance. Then she receives a bill dated 7/3 for a shipment that was sent in January! SIX MONTHS LATER! The bill ls for nearly $2,000! She is 85 years old and living off of social security...she cannot pay this! I had let her copay assistance lap since she had not needed it in almost 2 years (because I did not want to take up a spot for someone else who needed help). I have reapplied and been granted the copay assistance again, but because the bill is so old, I am being told by the assistance fund that it will not cover. Accredo is rerunning just to see, but admitted they were not hopeful and it would be 4-6 weeks before we knew. But they also informed me that if it was denied, she would be responsible. The entire handling of this claim has been sloppy and inefficient and now she is expected to pay the price. Do better people!
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 ********* Laneys 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:07/16/2025
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.
For my ******* medication, there is a high copayment cost which I wanted to pay using my credit card however the costs were paid using a copayment assistance debit card instead of my credit card without my knowledge or consent. I was not given the option on how to pay for the medication. When I found this out I asked for the copayment card to be removed and no longer used and made a payment to my credit card in April for $6,241.55. This too was later reversed in May without my knowledge or consent. I have called to have the billing corrected but my request was denied even though I never authorized the payment reversal. I am requesting that the copay assist be removed from my account and the last copay assist transaction be reversed and credited back and the original charge to my credit card not to be reversed. I understand this will leave an outstanding balance of $6,241.55 on my account which I would like paid using the same credit card as before. It is very important to me that this be completed as soon as possible.
Business Response
Date: 07/22/2025

July 22, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/15/2025
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 had prescriptions sent to express scripts from my Dr. ****** doing so I called to ask a few questions and was told I would not have a delay in my medication. I then got an email saying my estimated delivery date, which was a week after I was supposed to get my medication had I used a traditional pharmacy. That estimated date was tomorrow. Today I received an email telling me it was delayed and that I would get it in 1.5 weeks. I called immediately and was told it was due to it being an co grilled substance. I asked to have it overnighted to me but was told that was not possible. I asked what they would do to make this right and was told nothing. Eventually after additional prodding they offered a $9.12 credit. That seems like a paltry sum for going without my medication for 2.5 weeks. If they knew there was a delay why didnt they overnight it proactively to ensure I dont go without my medication longer than absolutely necessary? If they delay was due to it being a controlled substance, why wasnt I warned of this delay instead if sending me an estimated delivery date which they knew was u likely to be met?
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 **** Ivesconcern has been resolved. Mr. ************** shipped via the **************************** that was delivered on July 24, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 08/07/2025
Complaint: 23606422

I have reviewed the business' response and am rejecting it because:

The ***ly did not address my concern. I am upset that I went 2 weeks without my medication due to incorrect information provided by both their phone *** and their automated email. Their ***ly indicated I received my medication, but did not address my concerns.

Sincerely,

**** ****
Initial Complaint
Date:07/15/2025
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.
Subject: Ongoing Issue with Missing Prescription and Billing Request for Resolution To Whom It May Concern,I am writing to formally file a complaint regarding a prescription issue that began in 2024 and has yet to be resolved. I was sent part of my medication order, but one prescriptionvalued at $13.95was never received. While I understand the amount may seem minor, it is the principle of the matter that concerns me.According to Express Scripts, the missing item was marked as delivered by **** However, I never received it. It is possible the package was delivered to the wrong address. I have called and spoken with customer service multiple times over the past year to dispute this, and my husband has also contacted Express Scripts on my behalf.Despite our repeated efforts, we were told that the charge could not be removed due to Express Scripts policy and that it violated TRICARE policy to reverse it, even though this order was billed in 2024 and we raised concerns at that time.We then contacted ******* directly to verify this claim. ******* informed us that they have no authority over Express Scripts billing decisions. A reference number was provided from that call: *******.I am extremely disappointed with the way this matter has been handled. It is unacceptable for a healthcare provider to continue billing for medication that was never received, especially when delivery is in dispute. I also encourage you to review the Better Business Bureau records, where you will see numerous complaints filed against Express Scripts for similar behavior.I am requesting once again that this charge be removed from my account or otherwise credited, and that a thorough review be conducted regarding this delivery issue. If this cannot be resolved, I intend to escalate the matter further through TRICARE and consumer protection channels.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.
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 Mr. ******** discussed his concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/30/2025
Complaint: 23601755

The matter was not resolved, the same excuse as before. In thier system it showed delivered,which we did not receive the item. Why would we pay for everything else which cost more then the item missing. Thier excuse no file was claimed in the amount of time allowed, which we been calling off and on for over a years. Same excuse from this company. The amount is less then $14.00, I will be filling a complaint with the local congressman about this problem with this company. I'm not the only person having problems with this company and how they handle things. again it is not fixed. Just a excuse from this company.
Business Response
Date: 08/07/2025
August 7, 2025

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

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

Dear ********************** is to advise you that ****** ******* concern has been addressed. Mr. ******* was contacted and provided the outcome.

Should Mr. ******* have any additional questions or desire any further explanation or information,he can contact our office, and we will be happy to discuss his concerns further.

At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:07/15/2025
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.
We have been using express scripts through our ***************** for our sons medication so that we can obtain a 3 month supply, vs the one month supply we can get locally. **** does not deliver to our home - only ********** After over 10 calls to express scripts over the past 6 months (two deliveries), both pro active and reactive, we are still without medications on time. Although there have been countless assurances that our delivery method is correct and they know our child is running out of medications, they continue to have several errors per delivery and cannot tell me why. The latest delivery was to arrive 7/11/25, via **** It is 7/14/25 and I just received a text saying that it was shipped via **** today, which will not reach us. My son is suffering and I cannot get anyone with the ability to remedy the issue on the phone who actually understands and makes effective change.
Business Response
Date: 07/22/2025

July 22, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/23/2025
Better Business Bureau:

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

Sincerely,

******** *****
Initial Complaint
Date:07/14/2025
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 my specialty pharmacy, partnered with another company called Express Scripts. I'm filing a billing complaint against Accredo. Every time I order my medication, I get a paper bill. When I log in to pay, it says I owe $0, yet I know I owe money!! When I call billing, every *** says the same thing: "Disregard the bill." *** I DO owe. I owe Accredo money and have a credit under $76 with Express Scripts. On 5/16/25, I spoke to McKayla, who said she could only see my balances by reviewing each date of service and looking at the specifics of each date. She claimed her team lead submitted a request to transfer my $76 credit from Express Scripts to Accredo, which would take 12 days. It never happened!!!I called again on 6/4/25same answer: wait 2 more business days. Still NOTHING.Called again 7/2/25spoke with ******, who escalated it. She promised someone from billing would call me in 2 days because they have to review each claim. Call reference #*******. I checked again 7/14/25still no fix.I want Accredo to correct my account! Im no longer asking for the credit to be transferred. I just want to pay what I owe. *** your ***s say they cant accept a payment unless a balance is showing, even though they can see I owe money when looking into the individual claims.This is beyond frustrating. I NEED my medication, but these billing issues make me hesitant to request refills. I expect resolution by 7/31/25. Ive been calling since April. Three months is more than enough time. I want a phone call confirming this is resolved and a full breakdown of my balance.I'm attaching a sample bill with notes from calls. This is only one date of service, there are more!!!
Business Response
Date: 07/22/2025

July 22, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/24/2025
Better Business Bureau:

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

Sincerely,

******* ********
Initial Complaint
Date:07/14/2025
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.
On April 25th, 2025, Express Scripts denied my second-level appeal. I was told to file for an external review, which I did on 4/25/25. I did not hear back within the 45-day time frame I was told I would hear back in. When I called back in early July, I was told that the documents that **** (the external review company) had requested from Express Scripts were never sent. I was able to get this expedited on July 7th and received a notice that I was not eligible for an external review today. The medication that my doctor prescribed to me is an ***-approved treatment for severe sleep apnea, which I have. There are also other health benefits, which I have seen since beginning the medication and paying out of pocket since October. I have not been able to buy my prescription because the out-of-pocket cost is $650 a month, and my wife recently lost her job. I have not been able to take it since May because of this. The benefits of the medication have diminished because of how long I have been without it. I have been told that the medication is not covered under my insurance plan, but I have coworkers who are on the exact same plan as I am who have been able to get coverage approved for it. I would not be nearly as upset if that were not the case.
Business Response
Date: 07/23/2025

July 23, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:07/14/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March, ****** and *** of '24, I received injections of the medication Tezspire (210 MG) from Dr. ** ***** at ************** and ****** in ************ The medication shipped from Accredo Specialty Pharmacy to the doctor's office. The cost of the medication was to be covered by the "Tezspire Together" copay program, which was run by the drug manufacturer and which would reimburse Accredo for the cost of the drug once Accredo billed the copay program . However, Accredo did not send bills for the three doses ******* ****** *** '24) until late December '24. Unfortunately, the "Tezspire Together" copay program deemed billing that occurred after six months from date of service fell outside their window of coverage. The lateness of the billing from Accredo was not due to any lapse on the part of my doctor's office; Accredo simply did not submit the invoices to "Tezspire Together" in a timely fashion. Since December '24, I have worked to coordinate between the "Tezspire Together" program and Accredo in order to get the proper documentation and appeals paperwork needed for the invoices to be covered. I have been successful in appealing two of the three late invoices to Tezspire and received coverage for them. In June '25, the third invoice (for *** '24) was deemed by "Tezspire Together" not to be eligible for coverage, thanks to Accredo's failure to include that date in paperwork needed by "Tezspire Together" for processing late claims. Representatives from "Tezspire Together" have now informed me that they will not cover the *** '24 dose regardless of any appeal. I hope I do not need to say how frustrating this process has been. Through no fault of my own or my doctor's, I have been been forced to pay $150 to Accredo thanks to their tardy billing practices and failure to accurately complete the paperwork requested by me for the "Tezspire Together" program. I would like Accredo to return that $150 to me.
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 ***** Rosenbeckers concern has been addressed. We contacted Ms. ************ discussed her concerns, and this matter is considered closed.

Sincerely,

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

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.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Express Scripts is NOT a BBB Accredited Business.