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:09/02/2025
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.
On August 5th, I authorized ***** to provide a 90-day supply of my medication for $80. Instead, Cigna and Express Scripts processed a 35-day supply without informing me and charged the full $80.I did not authorize this transaction. I agreed only to the quoted 90-day ********* make matters worse, the identical tube of medication is available for $25 locally through ******* manufacturer program (*******************). This demonstrates the charge was not only unauthorized but also grossly inflated.I am requesting a refund of the $80 and assurance that such unauthorized billing practices will cease.I am filing complaints with the Oregon Division of Financial Regulation, ***, and disputing the charge with my credit card provider.
Business Response
Date: 09/12/2025

September 12, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 09/15/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:09/01/2025
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.
Express scripts are ridiculous! Assuming they can get away with doing whatever they want like most healthcare providers in pharmacies business. I finally decided to order through them due to my location and at first I got my orders fine, but when I had a doctor put in another script to fill for 90 days at a different dosage (due to my thyroid fluctuations) they IGNORED all the doctors previous requirements to have ******** which is what I HAVE to take and have taken for 3 years to just decide to send me a generic brand which I cannot take. Then they have the nerve to say they cannot take it back (yes even fully sealed with tamper proof packaging) and demand I still pay? No. No I am not paying for their mistake. They take it back or I dispose of it, regardless Im not paying for a useless medication. The ** # below is the last correct one they sent. The ones I got this month are incorrect ** ************
Customer Answer
Date: 09/02/2025
I have called and spoke to pharmacist who said that my doctor writing ******** is not good enough and they want the doctor to write can only disburse ******** play on wordsseriously? They just sent me ******** in July and now because its a diff dosage they try to slip in the generic version which makes me sick. Im already going through a lot with my thyroid levels and they are not allowed to just change it per the *** regulations effecting thyroid change and levels. They now have ANOTHER order of the same meds I CANNOT take and refuse to stop it stating I still have to pay! Knowing I cant take them and dont want them.
Customer Answer
Date: 09/04/2025
Another msg I just received from express scripts TODAY stating they just shipped ANOTHER medication after I already told them several times to stop as it is not the correct brand. I cannot use it, it has ingredients that make my hair fall out. Each time they ship it they are demanding I pay.
Business Response
Date: 10/09/2025
October 9, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:08/31/2025
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 prescription plan (Express Scripts) required me to change my necessary maintenance medication- ****** - (filled by Accredo) to a bio similar. I had no issue with that. The first RX was approved with a shipment received, but then denied for future delivery. The reason given was the authorized alternative under my plan was Simlandi. That medication was eventually denied with reason being that my plan didnt cover bio similars and a ****** RX needed to be submitted. That was denied because it wasnt a preferred medication like ********** Adbm or Simlandi. Both of which they had denied. Please see the attached documentation which includes our notes and the corresponding screenshots from express scripts and Accredo backing up everything noted. There are also the call logs for both my wife and I trying to resolve this issue that will only negatively impact my health more and more as time goes on as they are not working on any medication for me to replace ******.
Business Response
Date: 09/18/2025
September 18, 2025

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

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

Dear ********************** is to advise you that concern has been **** Crochets has been resolved. Mr.Crochets medication shipped via *** Next Day Air that was delivered on September 4, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:08/30/2025
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.
Express-Scripts (ES). They have been sitting on my Mounjaro order for at least three weeks and i have been without this medication for two weeks. This medication has become essential to me but it is expensive and (ES) doesnt seem to want to hold up their end of the bargain. Their customer service is AI (no offense) but you can speak to a human (whose first language is not English so there is a barrier). No shortage notice has been issued, just delay and obfuscation
Business Response
Date: 09/18/2025
September 18, 2025

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

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

Dear ********************** is to advise you that ******* ****** concern has been resolved. ********* medication shipped via *** Next Day Air that was delivered on September 3, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/18/2025
Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:08/29/2025
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.
My complaint involves the following complications: overcharging on price-capped inhalers, and blocking prescriptions for local retail fill when the prescription ordered is a month late.
Customer Answer
Date: 09/02/2025
Express Scripts is currently charging $225.00 for 3 Spirva inhalers and another $225.00 for the ************ inhalers. Both *** ***** and *** capped the out of pocket price at $35.00 per inhaler.
By accident, my most recent prescription was sent to ******* instead of Express Scripts and the price at ******* was $35.00 per inhaler, not the $75.00 per inhaler ($225.00 for 3) that Express Scripts is charging.
The price cap was put into effect last year. If I remember correctly, Express Scripts sent a letter that they would no longer accept manufacturers coupons; however, this is not a coupon situation.
Business Response
Date: 10/09/2025
October 9, 2025

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

Tracking ID: ********
Complainant: ********* ******-Pack

Dear ********************** is to advise you that ********* ******-Packs concern has been addressed. 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,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 10/14/2025
Complaint: 23817111

I have reviewed the business' response and am rejecting it because: I received a voicemail from Express Scripts. I then returned the call and was sent to voicemail. It has been 3 weeks and there has been no response from Express Scripts to return my call and discuss the overcharges.

Sincerely,

********* ******-pack
Business Response
Date: 10/22/2025
October 22, 2025

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

Tracking ID: ********
Complainant: ********* ******-Pack

Dear ********************** is to advise you that ********* ******-Packs concern has been addressed. 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,

***** ******-*****
Executive Correspondence
Business Response
Date: 10/23/2025
October 23, 2025

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

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

Dear *********************** you for bringing this matter to our attention. We have been in contact with Ms. *********** and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 10/25/2025
Complaint: 23817111

I have reviewed the business' response and am rejecting it because: The first instance of synchronous communication occurred on 10/23. The conversation ended with, We will look into the price difference. While a verbal commitment by Express Scripts to review the issue is a step forward, resolution was not achieved. Prior to being pressed by the complaint being filed with the BBB, no efforts were to resolve the issue.

Sincerely,

********* ******-pack
Initial Complaint
Date:08/29/2025
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.
Accredo has been providing the ************ (chemo) prescribed to treat the cancer being experienced. This cancer is an aggressive type, chance of survival after 2 years is 25%. We switched from insurance to ******** on July 1st and as of today (August 29th), Accredo informed the prescribing doctor they are refusing to send the necessary medication until they receive payment from ********. Accredo made no effort whatsoever to communicate this to us. The patient even signed a payment voucher stating payment would be covered which Accredo acknowledged receiving. Accredo is putting the life of a cancer patient in their hands and making the decision to assist in killing her for fear of lack of payment. Our doctor constantly informs us the importance of taking this medication at the designated dates. Accredo needs to be held responsible for purposefully allowing these dates to be missed.
Business Response
Date: 09/18/2025
September 18, 2025

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

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

Dear ********************** is to advise you that **** ********** concern has been resolved. Mrs. ********** medications shipped via *** Next Day Air that were delivered on September 4, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/23/2025
Complaint: 23815855

I have reviewed the business' response and am rejecting it because:
Accredo's response to this complaint is nothing more than an unprofessional attempt to hide and defend their mistakes rather than resolve them. In this case, Accredo delayed shipping chemo to a cancer patient due to their to administrative mistakes, and they are now trying to ignore and avoid the repercussions. The unprofessional, irresponsible and disrespectful actions and responses from Accredo proves the necessity to obtain a mediator. This case is not closed or swept under the rug as Accredo would wish. This case will be directly addressed and solved with hopes the next cancer patient isn't treated with this type of disrespect and unprofessionalism.

Sincerely,

**** *********
Initial Complaint
Date:08/27/2025
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 am reporting Accredo pharmaceutical specialty insurance company. Initially I was on ****** then at the end of January I was told my prescription drug coverage changed, and my medication was no longer approved. It took almost 3 months to get approved and receive a biological equivalent (Hymiroz). This was approved until May 2026. At the end of July for my August 2025 delivery of Hymiroz I again was told n this medication was now no longer covered. Coverage changes continue to happen within the plan year without any sort of notification or communication. Once again my medication was changed to yet another biosimilar biological this time *******. Numerous calls have been made. Ive been told my new medication required another prior authorization which would take 1-2 weeks. I call again and am told it currently under review by a pharmacist and cannot be shipped until review processed. Another week transpires and now I am being told that insurance must be verified. After many attempts to have my medication shipped by Accredo it still has not been fulfilled. Ive been told told it was being escalated. But wait.. that was escalated to the pharmacy not the insurance approval team. It will now be escalated to them. Oh and call back in two days to escalate it to the fulfillment team. I have now missed 3 doses and am on the verge of miaaig a 4th. My RA continues to flare and am in constant pain. Further damage is occuring to me physically and Accredo simply wants me to speak to a pharmacist who simply tells me to take ********* or ************* use heating pads or ice packs to reduce ******************** Each time I call (5 times) I am given a different reason for the delay and told to call back in X number of days. The agents definitely need more training. I still don't have the medication.Accredo has failed to supply my medication in a timely manner, leading to pain and worsening symptoms. I was doing well on the medication prior to this.
Business Response
Date: 09/09/2025

September 9, 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 Ms. ********* and discussed her concerns; however,we attempted a second and third 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:08/26/2025
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.
my healthcare provider prescribed me a nasal spray. She sent me home with some samples so I figured I would try those to see if I liked them before filling the prescription. I went out of town for 2 weeks and when I came home I saw that the medication had been delivered from express scripts along with an invoice. I did not consent to having this sent to my home or to pay the $76 copay. When I called, I was told they tried calling once but I did not pick up. I don't always pick up for strange numbers. I did not talk with them on the phone, and I did not receive a text or email from them to confirm the prescription or consent to paying the copay. When I called express scripts, I was told I could not return the medication for a refund. I spoke with 4 different supervisors and was not given any resolution. I was told they did not need my consent to send the medication or for the copay. When I called my doctor *** sent the prescription, she said express scripts are not allowed to send the medication or charge me without my consent via text, call or email. This feels predatory and my only option is to pay for it or have it go to collections and affect my credit score. I did not consent to have this medication sent to me or to pay the copay and express scripts has no evidence of any consent. Had i known the cost ahead of time, I would have declined it.
Business Response
Date: 09/16/2025
September 16, 2025

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

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

Dear *********************** you for bringing this matter to our attention. We have been in contact with Ms. ******* and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/26/2025
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 had turned me into collections, despite making payments on my account for the past year. Their answers changed depending on the day and who is talking. I paid collections off, but they will not remove the balance from my account, despite not even having my account any more (it was supposed to be in collections). Even after turning me in to collections, they still sent me bills, attempting to make me pay twice.
Business Response
Date: 09/09/2025

September 9, 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 ******* Medleys concern is being addressed.

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:08/26/2025
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.
Acct holder; ******* ****** @ ****************************************.. DOB ********** Every single month they fill my Adderall 15mg tabs, its takes them over a week to process it. ALL of my other scripts, as soon as they come through, they are shipped out within a day. Every time I tell them Im out of the medicine and they keep saying they'll make a Note to my file to expedite the processing and it NEVER happens!!! I want my meds filled within 2 days like all my other meds. Im out! NO, I dont want to speak to a pharmacist and NO my local pharmacy doesnt stock this medicine. Just fill it quicker so the processing time isn't so long! By the time they get this message, Im sure the Adderall will be shipped, BUT I want my Future order processing time to be shortened with Adderall moving forward!
Business Response
Date: 09/10/2025
September 10, 2025

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

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

Dear ********************** is to advise you that ******* Dustens concern has been resolved. Ms.Dustens medication shipped via *** Next Day Air that was delivered on August 27, 2025, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 09/26/2025
******* ****** DOB ********** Re; my Adderall again. It's taking too long to "process". I go through this every month. It's this Medicine Only that takes 2 weeks to process! Im out. I need it when it's phoned in and It always takes forever to process. None of my other medicines do. This is ridiculous. Moving forward, I need this medicine to process faster like my other medicines
Customer Answer
Date: 09/29/2025
Issue resolved

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Express Scripts is NOT a BBB Accredited Business.