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

1,596 total complaints in the last 3 years.
451 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:09/17/2025
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
Initial Complaint
Date:09/16/2025
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.
On July 3, 2025, I was admitted to the ** at ********************* due to blood clots. The ** prescribed a 21-day supply of Enoxaparin and instructed me to follow up with my primary care physician. That same day, I purchased the prescribed medication at *********. However, Express Scripts failed to record this initial purchase and did not apply the $214.83 toward my deductible.On July 14, 2025, I saw my primary care physician, who extended the prescription for another 21 days and submitted it electronically to the pharmacy. Because Express Scripts did not record my July 3 purchase, the system processed the July 14 prescription immediately, rather than holding or rejecting it.After realizing that July 3 purchase was missing from my deductible, I contacted Express Scripts. I was instructed to submit a claim, which I did (Claim # *********), but the claim was denied and my appeal of the claim denial also denied with the same explanation: The refill is covered only if it is filled a certain number of days after the last order..This reasoning is not applicable in my case. The July 3 purchase was the initial prescription fill, not a refill. The denial appears to be based on Express Scripts failure to record the July 3 transaction. Furthermore, my hematologist later extended the prescription for an additional 6 months, and I refilled again on September 6, 2025. My treatment history shows continuous use of Enoxaparin, demonstrating medical necessity:1) July 3: Purchased 21-day supply 2) July 14: Purchased 21-day supply 3) September 6: Purchased 30-day supply (received by mail only July9)Without both July purchases, I would not have had continuous medication coverage through September 6.Based on these facts, I respectfully request reconsideration and approval of my claim for the July 3, 2025 ********* purchase.I am attaching the following documents for your review:1) Express Scripts claim denial letter 2) ********* invoice for the July 3 purchase
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 multiple outreach attempts have been made to **** ******** to discuss his concerns. To date, Mr. ******** has not returned our calls; therefore, his case has been closed as resolved. ******************* contact our office, we will be happy to discuss his concerns.

At this time, the matter is considered closed.

Sincerely,

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

Customer Answer
Date: 10/03/2025
Complaint: 23894836

I have reviewed the business' response and am rejecting it because:
I did call back and respond letting them know that I am currently in a state of being unable to respond. I was told I would be given up to a year to respond accordingly to the claim. This case should not be closed.

The claim that I have not responded to the call is false.

Sincerely,

**** ********
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 **** Parakkals concern has been addressed.

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

Sincerely,

***** ******-*****
Senior Manager,Executive Correspondence
Customer Answer
Date: 10/08/2025
Hello. I am not **** ********, but rather his son. **** ******** is currently in the hospital and is unable to respond adequately to this request. I asked the firm to let me handle the issue and speak on his behalf, but they will not allow it. Please help me navigate this issue.
Customer Answer
Date: 10/11/2025
Complaint: 23894836

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

Hi, this is **** ********, the son of **** ********. Due to medical complications, **** is unable to directly respond. I attempted to handle the issue on his behalf, but Express Scripts did not allow me to do this.
Please help me navigate this issue.

Sincerely,

**** Parakkal
Initial Complaint
Date:09/15/2025
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.
I was diagnosed with kidney disease in May and require *********, which had been filled through Panther RX. I was due to receive a refill from them on Thursday 9/4. On Friday, they called and told me that Express Scripts would not allow them to provide me the medication and my prescription was being transferred to Accredo. In my Express Scripts app, I see that they received the prescription from Panther RX on Monday 9/8. I heard nothing all week so I called 9/11, for an update. At first they could not find the prescription in the system but eventually found it and told me they needed an updated prior authorization. I relayed this to my doctors office, and when they called, they spoke to *** RPh who stated they are processing medication and that as of now, no PA is needed. I called 9/12 for an update and was told the prescription was in processing and could take 5-8 business days and cannot be expedited. Assuming that the processing is on the shorter end and only takes 5 business days, the prescription ships on the 19th, I will have missed 10 days of medication. I called on Monday 9/15 and was told that Accredo never received the prescription, just a referral, and I would need to ask my doctor to send the prescription to them. I am not sure why this was not mentioned in my previous 2 ******** question is, why did Express Scripts sit on my prescription for 4 days and not begin processing it until I called? How much longer would it have sat if I hadnt called? Ive had this happen at least twice before with less vital prescriptions filled through Express Scripts. Is this the type of service I can look forward to as I deal with kidney disease? Will I constantly be listening to hold music, just to be told that theres nothing anyone can do?
Business Response
Date: 09/30/2025
September 30, 2025

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

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

Dear ********************** is to advise you ***** ****** concern has been resolved. Ms. ****** medication shipped via ***** Next Day Air that was delivered on September 16, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/03/2025
Better Business Bureau:

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

Sincerely,

***** ******
Initial Complaint
Date:09/15/2025
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.
Accredo Specialty is a wholly owned subsidiary of Express Scripts Insurance Company.They have a repeated practice of forcing patients to go off one medication onto a less expensive generic version, but then delaying the issue of the bio similar for months while they ask for a new pre-authorization from the doctors and their parent company. Meanwhile the patients suffer without their medication.I was on ****** for approximately 20 years for treatment of a painful condition. When my insurance company switched to Accredo they forced me to go off ****** onto a generac, that they delayed for about 3-4 months. They are now denying the generic (**********-adaz) because they want a switch to a new generic (**********-adbm). The legal issue is they have now forced me to go through months without the medicine while i battle for pre-authorization for the new medicine that is just a cheaper copy, all while I suffer under my chronic illness.I am sure this is a pattern for them and they probably have a list of patients they have screwed a mile long.
Business Response
Date: 09/26/2025

September 26, 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:09/14/2025
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.
I was forced to pay a co-pay for a prescription drug because Express Scripts had a glitch in their system. I met my deductible and out of pocket limit in January 2025. I was told by 2 representatives at Express Scripts that I would get my money back when I had to pay in order to get my medication. Both representatives and their supervisors agreed that I met my out of pocket. Now Express Scripts is denying my claim for reimbursement. I want my $200 back.
Business Response
Date: 09/30/2025
September 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/19/2025
I received a call from someone named ******* on 09/30 stated that I would be receiving a refund in the full amount of $200 owed. To date, I have yet to receive this money. I have tried to call the number he gave but I have not been able to get a response from anyone at this company either via phone nor email.
I want my money back and until I get my money back, I consider this matter NOT resolved.
Business Response
Date: 10/23/2025
October 23, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/23/2025
Complaint: 23883238

I have reviewed the business' response and am rejecting it because: I have yet to receive any refund even though I received a call from the company over 3 weeks ago that I would be receiving a refund. The company should have refunded my money in September instead of denying my request for a refund and then denying my appeal of that denial.
I do not believe the company has sent me the money that is owed to me.

Sincerely,

***** *******
Business Response
Date: 10/30/2025
October 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Business Response
Date: 10/30/2025
October 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:09/14/2025
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.
Accredo has billed me ******** for my specialty medication on 08/25/2025. I was never told that my copay had run out and that I would need to pay out of pocket for my medication. Since I was never told that my copay wouldn't cover the cost of the mediation anymore, I was not aware of the outstanding cost that I would need to pay. I would not have ordered with Accredo if I had been aware that I would need to pay out of pocket. I would like for the expenses to be dismissed, and to cut further contact with the company once the issue is settled. I find the lack of communication about my copay to be unjust and deceitful. Thank you.
Business Response
Date: 09/30/2025
September 30, 2025

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

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

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

Sincerely,

***** ******-*****
Initial Complaint
Date:09/13/2025
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.
My script was ordered on August 18. I received no phone calls, no information, made multiple calls to be told the pharmacist needed to verify the script and that they would expedite it. After 48 hours and no response, i call again just to be told i have to enroll in a savings program even though my out of pocket has been met for a couple months now. None of this info has been relayed to me and now, my medication, the one that keeps me alive, is late to be delivered due to the constant incompetence of this company. Its really sad that every single solitary fill I have to call and fight for my script. EVERY SINGLE TIME. If I end up getting ill because of this, I WILL be contacting an attorney. Do betteryoure playing with peoples lives.
Business Response
Date: 09/26/2025

September 26, 2025

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

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

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

We made multiple attempts to reach ************ 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:09/12/2025
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.
Hello,This is for my wife ***** ***********. My wife submitted a pre auth from her doctors office for her prescription 2.0 mg *******. September 10th it was filed then immediately canceled by the prior authorization department. When I reached out today, 9/12, I was on the phone for over 45 minutes when the rude awful prior Authorization *** had hung up on me. Completely unacceptable. I want a written apology to my self, as well as my wife. We want her medication refilled and corrected as she has been off it for over 2 weeks.
Business Response
Date: 09/26/2025

September 26, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/10/2025
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.
Called on August 31st to refill my prescription the lady I spoke to stated I can pay for out-of-pocket after it ships due to me telling her my insurance is expiring either September 1 or that Friday I had no paper stating what day it would end. She basically told me I can pay out-of-pocket after a shift. Id receive a bill in the box, now I have zero zepbound and being told by other representatives, thats not how that works. I have to have active insurance and a prescription on file, which I did have a prescription on file. Basically was refused help when I called today, September 10.I just be receiving what I told by the first rep I would receive by Wednesday, September 3rd with the bill in the box, but it doesnt seem like thats going to happen
Business Response
Date: 09/23/2025

September 23, 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 contacted Ms. ***** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:09/10/2025
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.
My daughters medicine stops her from scratching her hair out and creating bruises from itching all over her body. We have been trying to get her medicine since July. I have called her doctors and she has preauthorized for her Tricare and her secondary ********* I spoke with a supervisor about this and they said the hold up was ********. I told them that I didnt mind paying the copay of 30 dollars since the Tricare preauthorizatoin was received and they canceled the shipment today still claiming they need more information. I am tired and upset with this company. I just need my daughters medication and it is sad it had to come to this. ******** is the medication.
Business Response
Date: 09/26/2025
September 26, 2025

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

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

Dear ********************** is to advise you that Miracle ******* concern has been resolved. ********** medication shipped via *** Next Day Air that was delivered on September 11, 2025, and this matter is considered closed.

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.