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

1,558 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:07/03/2025
Type:Service or Repair 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 am requesting my medication be ordered. I have a valid insurance, prescription, prior authorization etc. and the pharmacy refuses to dispense my medication. I am over a month due for my treatment and if I do not receive it timely it causes medical issues in addition to sever emotional distress.
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 **** Mosss concern has been resolved. The medication shipped via ***** Next Day Air that was delivered on July 8, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
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:07/02/2025
Type:Sales and Advertising 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 often get automated calls asking me for personal information. They have some information about a prescription of mine. And before they give me that information, they want me to confirm my identity. That involves giving them personal information. In this day in age, with all the scams out there, that is ridiculous. How can they possibly expect us to talk to an AI Voice and give personal information? I surprised anyone cooperates with this. I believe they need to STOP this behavior. Call me or send me an email or text with the information would work just fine.
Business Response
Date: 07/16/2025

July 16, 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 ****** ********* 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:07/01/2025
Type:Service or Repair 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 carry ******** Supp and Part D insurances through *****. Beginning in April ***** called and mailed numerous solicitations to transfer my pharmacy to ExpressScript (ES). I did so, but from the start, have had difficulties with the service and no effective redress: slow shipping of meds, poorly disclosed requirements for customers to maintain their own "bridge" supply of meds, "sludgy" customer service lines (agents cannot access records outside business hours, then have no authority and no desire to help customer resolve a concern), erroneous holds on prescription refills, rescheduled delivery dates, and no mechanism to help customers resolve routine problems like running out of a prescription.
Business Response
Date: 07/15/2025

July 15, 2025

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

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

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

We made multiple attempts to reach ********** 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: 07/16/2025
Complaint: 23543925

I have reviewed the business' response and am rejecting it because: I received a voice message on my home phone from "******" at Express Scripts approximately 2 weeks ago. I returned the call and was told that "******" was out of the office, but I was invited to leave a message and call back number. I did so, leaving my mobile number. Yesterday I received another voice message on my home phone, with an invitation to call "******." I have been in meetings all morning, and have been unable to return the call.

Express Scripts has no good faith basis to believe that the concern is resolved.

Sincerely,

******* ******
Business Response
Date: 07/16/2025

July 16, 2025

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

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

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

We spoke with Mr. ******* discussed his concerns and this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/18/2025
I accept the business' resolution, but request that BBB note for its files that I continue to be concerned that the business is marketing its services in a deceptive way to elderly persons, and believe that the advertising practices of the business should be monitored by BBB, consumer advocates and industry regulators.
Initial Complaint
Date:06/30/2025
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.
I am writing to formally file a complaint regarding this pharmacy's recent attempt to charge me for a copay amount that should be fully covered under a copay assistance program for my prescribed medication (Nemluvio).According to the copay assistance programs terms, your pharmacy is required to bill on a monthly basis. However, you improperly billed for a full 90-day supply, which led to a rejection or delay in coverage. Despite being made aware of this error, your pharmacy has failed to adjust the billing method to align with the programs requirements.When I contacted your office today to resolve this issue, I was told to call the copay assistance program myself. I followed your instructions and spoke directly with the copay assistance program. They clearly stated that it is your responsibilitynot mineto contact them and coordinate billing corrections, as patients have no control over how a pharmacy submits claims.Your refusal to engage with the copay assistance program to correct your billing error is unacceptable. Furthermore, during my call today, after it became clear that your representative could not understand the issue, my call was abruptly disconnectedthis is not only unprofessional but deeply frustrating and inappropriate.I want to make it clear that I should not be held financially responsible for a mistake that lies solely with your billing practices. I request that you:Immediately contact the copay assistance program to rectify the billing issue.Re-bill the medication correctly in accordance with the programs requirements.Remove any outstanding balance from my account related to this billing error.Please consider this a formal notice that I dispute any copay amount you are attempting to charge in connection with this issue. I expect confirmation in writing that the billing has been corrected and that I will not be held responsible for any portion of the cost that should have been covered.
Business Response
Date: 07/03/2025

July 3, 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,

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

Customer Answer
Date: 07/03/2025
Better Business Bureau:

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

Sincerely,

***** ***
Initial Complaint
Date:06/30/2025
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 was switched to accredo for my injections of ******* meds. For the first several months I paid ***** a month. The following month I receive my medicine by courier after which I am given a bill of ********! I never would have accepted the medicine at that price. This was for 2 shots! I have spoken at length with the provider and am getting nowhere. This business deals in medical fraud! Stay away
Business Response
Date: 07/11/2025
July 11, 2025

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

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

Dear ********************** is to advise you that **** Haikals concern has been addressed. We made multiple attempts to reach Ms. ******* however, have not been able to discuss this matter with her. Should ********* return our call, we will be happy to discuss her concerns. At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/25/2025
The business called me only to tell me they are not responsible for my complaint. They continue to ask me to discuss with my insurance which I have done and have been then redirected to speak with accredo regarding the matter. I have been given a complete run around by acredo who only claims I owe the money. I have spoken to someone once from their **** 1 time

Customer Answer
Date: 07/25/2025
Please feel free to call me at ************. Thank you for your help in trying to resolve this issue.
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 **** Haikals concern has been addressed. We spoke with Mrs. ****** discussed her concerns, and this matter is considered closed.

Sincerely,

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

Customer Answer
Date: 08/01/2025
Complaint: 23535946

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

My name is **** ****** I have a complaint pending with accredo. I saw where the business responded saying they had spoken to me and the matter has been resolved.
I am emailing you to let you know it has not been resolved to my satisfaction
I continue to be told the same thing that I owe a bill I feel I am not responsible for. I spoke with an agent from the company yesterday that called me and I let him know this is unacceptable and I will not be paying a bill I feel is medical fraud. I do not believe this company should be allowed to bill a patient ***** a month for several months only to then send out the same medicine and bill for over ******* without asking permission from the patient. I never would have accepted the medicine has someone called and spoken to me . I am no longer taking the medicine for my condition due to the enormous price increase. Thank you for your help in trying to resolve this matter.

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 **** Haikals concern has been resolved. We spoke with **** ******,discussed her concerns, and provided an update; this matter is considered closed.
Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 08/08/2025
Complaint: 23535946

I have reviewed the business' response and am rejecting it because:
This business has failed to resolve the matter. The only thing I have received is a phone call telling me to call 2 other companies and maintaining the inflated price of my medicine is not their responsibility. I have simply asked to pay the amount of ***** which is what I paid for months. Sending my medicine and then after I have taken it telling me I owe ******* is absurd. I never would have accepted the **** at such an inflated price. I feel taken advantage of and being bullied by the company into paying this ridiculous inflated price. Thank you for your help with this matter.

Sincerely,

**** ******
Customer Answer
Date: 08/11/2025
I went on to the accredo site to take pictures of my medicine along with the payment of ***** for 3 months consecutive..the 4th month being when the price jumped significantly . Each time I took a picture it came completely black even though i was looking at it on my phone screen. Sadly large pharmaceutical companies have figured out how to completely scam their customers. I was even told by the nurses how difficult accredo is to work with. This resulted in me looking up the company under BBB and finding many complaints registered with you. Please advise how a patient is supposed to screenshot and have pictures when the company blacks out the screen. Thank you for your attention to this matter. The only reason I am continuing is because I believe a lot of sick and elderly people are scammed with these same unsavory practices and I hope someone In your office can help.
Initial Complaint
Date:06/27/2025
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.
I ordered Specially medication as I have done on previous months at no charge after applying the SavonSP program and the manufacturer savings card. This time Express Scripts placed an hold on my account even though they dont have the authority. I called then multiple times and they can not fix their mistake. My account is overdrawn and already being charged $150.00. This is illegal this is incompetence and wrong. I will take legal action if necessary. This is not a legal practice and they must pay for their acts.
Business Response
Date: 07/11/2025
July 11, 2025

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

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

Dear ********************** is to advise you that Vitor Pachecos concern has been addressed. We made multiple attempts to reach Mr. ******** however, have not been able to discuss this matter with him. Should ********** return our call, we will be happy to discuss his concerns. At this time, the matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/13/2025
Better Business Bureau:

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

Sincerely,

***** *******
Initial Complaint
Date:06/26/2025
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.
We have had a terrible experience with Accredo Specialty Pharmacy. Despite 5+ calls with their billing and customer service departments, we continue to not have our problem resolved. First, they did not have both of my daughters insurances listed, and therefore didnt bill them. Despite her prescription from the provider listing both insurances. I called and they added her secondary. We get another bill, so I call back. Apparently, they added the insurance incorrectly, switched her primary and secondary, and all claims were denied. They supposedly fixed it. Then comes another bill, with an even higher balance. Call back and they said they put in incorrect effective date. Had to call and ask them to fix that. Finally, it seems like everything is fixed, and imputed correctly, so I call to ask them to resubmit all the claims from 2025, as they directed me to, and now theyre saying theyre not contracted with her secondary insurance. This has been going on since September 2024, we currently have an (incorrect) balance of $5700 and just now, after speaking with them for months and months, 5-10 times, minimum, now theyre saying they dont work with my daughters insurance. I have talked to multiple representatives, always being transferred between departments. Many of the representatives are very difficult to understand, and there is often times a lot of background noise. We have never had a worse experience with a healthcare provider than we have had with Accredo. And throughout all of these issues, despite continually telling us its being taken care of, it has not been, and they continue to send us bills and late notices.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 07/02/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I appreciate ******, from express script, timely response and handling of the matter.

Sincerely,

******* *******
Initial Complaint
Date:06/25/2025
Type:Order 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.
The prescription was sent into Express Scripts pharmacy in April 2025, when I saw my healthcare provider and had been scheduled to ship on 06/16/2025. Express Scripts moved all prescriptions to their subsidiary **************************/CHD. Several calls and escalations to the pharmacy have occurred since 06/17/2025 and my pharmacy benefits provider paid ******** on 06/19/2025 for Rx# ************. The pharmacy's own records showed them that I was out of my diabetes medication, but the prescription has still not shipped.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

Dear ********************** is to advise you that ******** Zwerlings 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:06/24/2025
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.
The post office destroyed my refilled script for ********. I notified this company and they told me that they can refill but had to notify my provider. I waited a week and nothing came. I was forced to take lots of OTC nighttime drugs until my next cycle of refills came due, Im still waiting. Seems it takes 3 to 4 days to process and 3 more to reach me. This is unacceptable, I dont understand why the military accepts such shoddy work, the complaints are documented,I dont see any resolutions. I have a script for ******* thats being held up due to trying to find out if insurance accepts this drug for me. I know its in the formulary, I looked it up. Again no information is given to me about this problem. I think the military could do better for their retired veterans.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

Dear ********************** is to advise you that ******** Soetekouws concerns have been addressed.

We have been in contact with Mrs. ********** one matter has been resolved and we will remain in contact through completion of the second matter.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:06/22/2025
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 physician sent in my script as usual and this pharmacy has decided to again play games with me and not sending my pain meds. The first day they said, my doctor put a hold on it because it was a controlled substance, which is ridiculous because the doctor is the ones that wrote the script then the next day they said they were out of it and canceled the order now every day since then they said the answer the order is canceled. They said theyll tell me when they have more which is not true. They do this to me at least once or twice a year and they never tell me when they have more because theyre lying. Theyre not out. I end up having to get my doctor to call several times to get them to send it. This is ridiculous. Please help.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

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

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.