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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Important information

  • Customer Complaint:
    Better Business Bureau has received a pattern of complaints against Express Scripts.  Complainants allege billing issues, difficulty obtaining a prescription, and poor communication with the company.  

Complaints

This profile includes complaints for Express Scripts's headquarters and its corporate-owned locations. To view all corporate locations, see

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Express Scripts has 173 locations, listed below.

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    Customer Complaints Summary

    • 1,558 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am on ******* for treatment of plaque psoriasis. I have been on these medications for 15 plus years and each year that I have had Express Scripts is a nightmare. The process to get approval each years takes multiple weeks, even months for approval with daily calls. I have in the past relapsed so much that I have had to get my HR department involved to give me special refills to bypass insurance. This year, I had the same issues, they finally approved and received one dose in April 2025, it is now time for my refill and I have been told that they need to do the prior authorization over again. How is it that I have to wait on a refill that has already been approved? This company constantly plays games with peoples health. I believe they need to be investigated for their shady practices.

      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 Gyneen Boudreauxs concern has been resolved. 

      We contacted Ms. ********* and discussed her concerns; however,we attempted a second outreach to follow-up but have not been able to discuss this matter further.  ******************** have additional questions or desire any further explanation or information, we will be happy to assist and can be contacted directly.

      At this time, this matter is considered closed.

      Sincerely,




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

    • Initial Complaint

      Date:07/12/2025

      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.
      Express-Scripts created to approvals for a drug that I have been prescribed for a disability that approved the coverage in both April 2025 and June 2025 to cover me through said months in 2026 respectively. When I tried to place an order, they declined the drug shipment stating that the "drug is not covered" even though these approvals were in good standing. I have then received multiple pieces of paperwork stating that the drug is not covered starting July 1, 2025, but the fact that they approved it in April and June of 2025 for the remainder of the year and into 2026 indicates that they intentionally didn't tell me this was going to get cut off completely as they had said nothing about that. I am now forced to miss drug doses on these medications because of their failure to ship and their approval of something they must have known was going to be hard-cancelled on me in less than a month was not mentioned nor remedied. I pay them to take care of me, not play doctors for a disease they know nothing about suffering from. I even spoke to higher level people from Express-Scripts about this exact issue, and they never once said this was going to be fully cut off like this. This company should be shut down.

      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 ******* Pannamans concern has been addressed. 

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

      Sincerely,




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




    • Initial Complaint

      Date:07/12/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 3 different occasions, most recent denials on the medication case opened on 6/26/25 and 07/09/25:My 14-year-old daughter was denied coverage for the prescription medication ********, even after her physician submitted documentation of medical necessity. The reason given was that she is under 16. This appears to be a blanket age-based policy and not based on her individual medical needs. We believe this may constitute age-based discrimination under Section 1557 of the ****** a PPO insured consumer, I pay my Bo-weekly deductions and do not agree that a 3rd party has a right to deny my child the medical care needed.

      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 ***** Gils concern has been resolved.  We contacted Ms. **** spoke with Mr. **** discussed his 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 that the medication was finally approved and I am with this resolution. 
       
      Sincerely,

      ***** ***

    • Initial Complaint

      Date:07/10/2025

      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.
      Express Scripts customer service is poor. ** submitted ****************************. ********************** received, and decided because ** wrote prescription for 30 days, they wanted to cancel. **** did not contact **. **** just canceled. I followed up with Express Scripts, two times they told me that because the prescription had multiple refills, they could process all at once and that I would receive this week. I followed up a third time as prescription still hasn't been processed only to now be told they can't do that. This business lied and wasted my time.

      Business Response

      Date: 07/30/2025

      July 30, 2025




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


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


      Dear ********************** is to advise you that ****** Vilnais concern has been addressed.  Ms.Vilnai secured a thirty-day supply at the retail pharmacy on July 10, 2025, and this matter is considered closed.    

      Sincerely,




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

    • Initial Complaint

      Date:07/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Express Scripts is a nightmare. I have already sent in a grievance letter which of course did not get a response. My asthma is severe and I require a rescue inhaler to breathe. It has been close to impossible to get my prescription filled through this company. I have never in my life had such difficulty in receiving my medications from any other pharmacy. Cigna demanded I switch to this pharmacy for my coverage to continue and it has been awful. The customer service is abysmal, where the agents have blamed me for not receiving my medications claiming I need to contact my doctor even though my doctor has sent in 4 PRESCRIPTIONS FOR THE SAME MEDICATION. Now, they claim I have no refills even though in their app I can see that there are multiple other active and unexpired prescriptions with multiple refills for the inhaler I need. In addition my husband has worked for ***** for over 7 years. They are negligent and intentionally declining refills on prescriptions. I have had to call them over 10 times in a few months to find out why I can not get my inhaler. Each time there is a new excuse and I am advised to call my doctor to get a new prescription sent in and each time my doctor complies and sends it to them, yet I still cannot get my drugs. 4 ACTIVE SCRIPTS and I still cannot get my inhaler that I NEED to breathe. Disgusting company, they should be ashamed and I advise anyone to avoid them at all costs, especially if you have medications that you depend on for your well being. I am now having to pay out of pocket for these inhalers from another pharmacy that filled with no issues, because Express Scripts refuses to fill prescriptions.

      Business Response

      Date: 07/29/2025

      July 29, 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,




      ***** ******-*****
      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. 
       
      Sincerely,

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

    • Initial Complaint

      Date:07/08/2025

      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.
      Complaint Against Accredo Specialty Pharmacy for Endangering Health and Unfair Costs Dear Better Business Bureau,I am writing to file a formal complaint against Accredo Specialty Pharmacy, a subsidiary of Express Scripts, for their handling of my life-saving transplant medications and the undue stress and risk they have caused.I am a recent kidney transplant recipient, having received my transplant on June 4th. As part of my post-transplant care, I rely on several critical medications to prevent organ rejection. Until recently, these medications were provided by my hospitals specialty pharmacy without issue. On July 1st, my transplant team increased my dosage of Envarsus, one of these life-saving medications, from 18 mg to 23 mg. However, my insurance required that I switch to Accredo for these specialty medications.Upon contacting Accredo, I encountered significant delays and a lack of urgency regarding the timely delivery of my medication. The customer service agents did not understand the critical nature of my medication. They informed me of a 5-7 business day approval process, which would have left me without medication and put my health in jeopardy. Only after insisting on speaking with a pharmacist was I able to get an override for local pickup, but this still resulted in delays, forcing me to miss doses and spend an entire day trying to secure just a few pills.Additionally, Accredos requirement places a financial burden on me, as their co-pays are significantly higher than what I would pay at a local pharmacy. As someone living in a hurricane-prone area and working as a traveling salesman, I need reliable and timely access to my medications. I am requesting the ability to opt out of using Accredo and to continue obtaining my medications from a local pharmacy that can meet my needs promptly and safely.Thank you for your attention to this matter. Please help facilitate a resolution that prioritizes patient health and safety.Respecfully,******** *****

      Business Response

      Date: 07/29/2025

      July 29, 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 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:07/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have spent the better part of the past several weeks reaching out, following up, repeatedly, with various departments and contacts within Express Scripts, seemingly to no avail. My wife has a well-documented history of the prescription branded version of *********. For reasons that we nor her Doctor can decipher, Express Scripts is refusing to provide her the coverage for her *********, which has now rendered her to miss work and otherwise be completely lethargic and in pain, which is unconscionable. I have been employed by a number of Banks over the course of my ~20-year career and there has NEVER been an instance where the Prescription Carrier has refused to provide coverage for ********* for my wife.

      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 ******* Crudeles concern has been resolved.  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

      Customer Answer

      Date: 07/31/2025

      Complaint: 23571691

      I have reviewed the business' response and am rejecting it because they just reached out and neglected to leave a direct dial. Rather, they unprofessionally left an 800 number that is a general line with no ability to leave a voicemail message. 



      Sincerely,
      ******* *******
      ******* *******

    • Initial Complaint

      Date:07/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered my prescription on 06/29 needing it by 07/06, with typical pharmacies this is plenty of time. I called on 07/01 to ensure the medication would be here by 07/06, the system said it would along with a representative putting in a rush on it. Today 07/05 the website is now showing a delay of up to a week. I called to ask for the order to be cancelled and sent to a pharmacy so I can pick up the medication. There is no guarantee the order can be cancelled and since this was the last refill they are unsure if the prescription can be cancelled and I will need to wait til midday tomorrow 07/06 to find out if it can be cancelled. How is a company that I am required by insurance incapable of fulfilling a medication and I'm just supposed to wait and hope the system allows them to cancel my order?

      Business Response

      Date: 07/28/2025

      July 28, 2025




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


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


      Dear ********************** is to advise you that ******* Landinghams concern has been addressed. Ms. ********** secured the medication at the retail pharmacy on July ******, and this matter is considered closed.    

      Sincerely,




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

    • Initial Complaint

      Date:07/03/2025

      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.
      Paid Express Scripts for 2 day delivery of prescription medication to arrive the day before I left for a trip abroad. The medication was not delivered as promised and when contacted, Express Scripts customer service representatives did nothing to resolve the issue, namely getting me my medication before I left for my trip out of the country. I was first told to wait, the day was not over yet and that **** had until the evening to deliver the package. When it was still not delivered by the evening time, I called again and was told that there was nothing they could do because **** had the package. When I tried to get help again, I was told that I could request a new prescription from my doctor and have it sent to a local pharmacy, this on the evening before a ***** holiday when no one is around. I tried again and was told that I could call **** myself to see if I can pick up the medication from them, again the **** seemed to not grasp that the next day was a ***** Federal holiday so **** would be closed. One rep then offered for me to speak to their pharmacist who could not help either because the order that was held by **** was the last refill on my prescription, but the pharmacist was quick to review possible withdrawal symptoms. When I stated that I did not need to review symptoms but needed to get my medication, I was advised to visit the ** or an *********** Facility to get an emergency refill. Again, no one apparently understood that it was a ***** holiday in a few hours nor did they hear me when I said multiple times that I was flying out in the morning so needed a resolution this evening. Absolutely no one showed any accountability to help resolve the issue with the **** but instead placed the **** one the customer to make things right. How this company stays in business is beyond me.

      Business Response

      Date: 07/24/2025

      July 24, 2025




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


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


      Dear ********************** is to advise you that Dahlia ******** concern has been resolved.  We made 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:07/03/2025

      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.
      This is the only specialty pharmacy we can use through my insurance to get my wifes medication. It took multiple weeks of calling the first time to get an order. They constantly lied to us about being able to order in 24 hours. That went on for days and the next call theyd tell us no order was filed by the last person. We were finally able to order her 3 months supply. Its now for a refill and they put her account on hold. They said it would be changed July 1st. We now called July 3rd and they said itll take until July 13th. It seems theyre going to do the same thing and make us jump through hoops for weeks on end. There are multiple complaints about them online. They have no good reviews but they seem to be the only speciality pharmacy in the area. They are playing with medication that people need to live. How are they allowed to do whatever they want with no concern?

      Business Response

      Date: 07/24/2025

      July 24, 2025




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


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


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

      Sincerely,




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

    Express Scripts is NOT a BBB Accredited Business.

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