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:06/20/2025
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 have previously received the same medication from this pharmacy and was charged $25.97 for 90 tablets. I ordered this medication again and was not advised of any price difference when I placed the order, my medication was shipped to my home, and I then received a bill for $46.98, nearly double the cost. There is a "Price my medication" option on the Express Scripts website which shows the cost is $25.00 for 90 tablets at a Retail pharmacy, had I been advised of Express Scripts nearly doubling the cost of medication, I would not have placed an order with them. They are not advising customers of the price of medication, shipping the medication, and then telling you to pay the bill. I have made approximately 20 phone calls to Express Scripts regarding this bill, and am continually told they "will look into it and call me back", and a month later there has been nothing done on their end. I am not sure how it is legal to not inform a customer of a price doubling and ship the medication and expect them to pay the bill. I also believe they are price gouging customers, when the same medication can be obtained at a Retail pharmacy for 50% less. I have attached my previous bill ($25.97) and the information from their website indicating the cost is $25 at Retail.
Business Response
Date: 06/24/2025
June 24, 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: 06/24/2025
Better Business Bureau:

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

Sincerely,

***** *****
Initial Complaint
Date:06/18/2025
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 is responsible for sending specialty medication to my 16 year old son for growth hormone therapy. I have had many issues with Accredo's customer service. The operators often get confused and misunderstand what I'm asking. I requested a new sharps container in December of 2024 and it took three tries before they sent one. I was told at one point that I should empty out the current, full sharps container and keep using it. I finally was able to get one after my son's endocrinology office intervened. In May of 2025, I had issues when requesting an invoice to submit to a copay assistance program for reimbursement. After three lengthy phone calls, my request finally made it to the billing department, so I could get the necessary documentation to get reimbursed. In June of 2025, I contacted Accredo to schedule a shipment of my son's medication and was told I couldn't, as his dosage had changed. After multiple phone calls to my son's insurance company, his endocrinologist's office, and Accredo. It was flushed out that Accredo was confused and thought that a prior authorization was needed to fill the prescription, which it wasn't. At this point, I have been cut off from the Phizer Bridge Copay assistance program. After contacting the copay assistance program, I was informed that the amount for copay assistance was reduced due to Accredo double dipping to get more money from such copay assistance programs. I was previously submitting my information in a way that allowed me be reimbursed by Phizer Bridge directly. I don't think I should be penalized by my copay assistance program because of Accredo's fraudulent activity. Therefore, I'd like a refund from Accredo to cover the remainder of the out of pocket expenses for my son's medication in the amount of $1314.65.
Business Response
Date: 07/01/2025

July 1, 2025

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

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

Dear Sir/Madam:

**** is to advise you that *** ****** concern has been addressed. We made multiple attempts to reach Mrs. ****** 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: 07/01/2025
Complaint: 23488782

I have reviewed the business' response and am rejecting it because: no attempt has been made by Express Scripts to contact me.

Sincerely,

*** *****
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 *** Lucasconcern has been addressed. We contacted Ms. ****** discussed her concerns, and this matter is considered closed.

Sincerely,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:06/18/2025
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 specialty cancer medication was lost because Express Scripts used ***** Called on Saturday, June 14 noting my package was missing and I would run out of medication. I had called to get another refill and Express Scripts had more excuses and more delays for what should have been a simple request. Then they wanted to charge me extra for ***** shipping. I initially called to refill my prescription my cancer medication on June 9. They put in a request, but told me it would take up to 3 days to process the request. On Monday, I called Express Scripts to get a tracking number. I was told that my critical cancer medication would be shipped for another week, June 24th. When I escalated the request i got nothing but more apologies and excuse and bureaucracy.Accredo, another Express Scripts specialty pharmacy who also handles another of my specialty cancer medication ships to me ***** at no charge.
Business Response
Date: 06/24/2025
June 24, 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 Mr. ****** and will continue to do so through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to pay for a 90 script. I usually have the option to pay online. They are trying to force me to give my personal information to a representative when it is unnecessary. I should be able to pay online. PERIOD!
Business Response
Date: 06/24/2025
June 24, 2025

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

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

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

***** ******-*****
Executive Correspondence
Customer Answer
Date: 06/24/2025
Complaint: 23481584

I have reviewed the business' response and am rejecting it because:
They literally left a message and I returned their call and they have not called back!

Sincerely,

***** ****
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 ***** Boyds concern has been resolved. We contacted Mr. ***** we spoke with his wife and discussed her concerns; this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/01/2025
Complaint: 23481584

I have reviewed the business' response and am rejecting it because: They are not going to fix the issue so you can close it. I will not give them a resolved complaint though.

Sincerely,

***** ****
Initial Complaint
Date:06/17/2025
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 4/29/25 we received a letter from Express Scripts that we need to repay over $46,000 due to lost eligibility. But on 6/12/25 we received a letter stating we owed a much lesser amount. However, the letters had a company logo that was not in color and looked as if it was a photocopy. In addition, there is no explanation as to why the dollar amounts were different. Also, it asked to send the money to a PO box with a check or money order. These are big red flags and are checking if this is a scam.
Business Response
Date: 06/24/2025
June 24, 2025

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

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

Dear ********************** is to advise you that ******** Metcalfes 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
Initial Complaint
Date:06/17/2025
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.
*** had two prescriptions that have been denied, even though one doctor wrote the need for brand over generic due to issues with generic, and that the brand was medically necessary. The second one was denied forcost effectiveness to me and my plan. Basically, they care more about the $$$ than they do on following a doctors specific directions on a prescription for an issue that landed me in icu for two days.
Business Response
Date: 06/23/2025
June 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,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 06/23/2025
Complaint: 23478363

I have reviewed the business' response and am rejecting it because:
It has still not been resolved for my cholesterol medication. Im the one they want to call and tell doctors they need to send in a **, even though the doctor has done this. I was contacted about the ********* to help with sodium wasting. Still cant get my cholesterol medication since ES wants proof that the generic causes issues. I shouldnt have to prove anything. If a doctor wrote the prescription, then it should be filled. I shouldnt have to call ES numerous times to try to get it filled. Isnt ES supposed to fight for the person trying to get the prescription? Or is it still about $$$?

Sincerely,

****** ****
Business Response
Date: 06/30/2025

June 30, 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 Mrs. **** 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 can be contacted directly at **************.

At this time, this matter is considered closed.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 07/03/2025
Complaint: 23478363

I have reviewed the business' response and am rejecting it because:
ES/Accredo now want me to order a specialty medication through them when I have a Specialty Pharmacy, ********* in downtown *******. I do not trust them to deliver my medication on time, or if it will even reach my mailbox. This is why we stopped using them. Medications were disappearing, but it was never them. It was always our fault per ES. We paid for a mail box at the post office for over two years, then we were allowed to move to *********. We never had any issues with getting our medication from the ** Box nor from *********. I see no difference between using the Specialty ********* vs. ES/Accredo. At least I will get my medication on time with *********. And Im not about to put a $1600.00 medication on order with ES then be told if it comes up missing, its my fault. So no, I am not satisfied with their answer. This is also in light of how many customers are not willing to do business with or do limited business with ES/Accredo or PBMs in general.

Sincerely,

****** ****
Initial Complaint
Date:06/16/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered my medication May 9. Ive gotten robocalls every other day since saying it will ship the next day. Its now June 16. Ive been completely out of medication since last week and cannot work without ***** one can explain why it hasnt shipped nor why its not shipping. They just apologize and send me to the escalation team who again, cannot seem to get the medication shipped.Ive called every other day since May 9 when I get a new Robo call delay and get no where. This is the only place I can get this medication from so I have no choice but to deal with them.
Business Response
Date: 06/24/2025
June 24, 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: 06/24/2025
Complaint: 23475474

I have reviewed the business' response and am rejecting it because:
i do not want to close the case until they find out what went wrong and Im assured that it will be fixed so it doesnt happen again.
Sincerely,

****** ****
Initial Complaint
Date:06/13/2025
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'm requesting that Express Scripts stop billing me for $15.00 for a medication order they never delivered and which was subsequently cancelled. Express Scripts failed to deliver a medication in March 2025, and acknowledged to me that the package of medication was never delivered. They confirmed no delivery ***** tracking number, provided in this complaint form, shows no delivery). Despite assuring me over the phone multiple times that no money is owed for a medication they failed to deliver, Express Scripts emails me for payment. I'm requesting that Express Scripts stop billing me for this.
Customer Answer
Date: 06/13/2025
Order # C100JM5BN
Tracking # 9300189821800319503608
Thank you!
Business Response
Date: 06/23/2025
June 23, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 07/03/2025
The matter has been resolved.
Thank you!
Initial Complaint
Date:06/12/2025
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 January 28th my partner, ***** *****, was charged $2,118.30 for a medication that has never approached this cost before. His credit card had been replaced so Express Scripts called him to get the new credit car information but never informed him of the charge. We have been told by Express Scripts, supervisor ****, that because he updated his credit card numbers over the phone, that counted as authorization. Dollar amounts were never discussed. Immediately after ***** realized how much had been charged, he contacted Express Scripts who told him they would return the money to his credit card account, which they did, and that when he received the medication he was to send it back, which he did. Immediately following this exchange of events, a balance of $2,118.30 appeared on our account. We have since been told that the return of the medication was never authorized despite Express Scripts having sent us a return package. Since this event, Express Scripts has confirmed via email that they received the returned medication but the balance still remains. We have been in nearly constant weekly and sometimes daily communication with Express Scripts to remove this balance as we no longer have the medication, it's return has been verified as well as authorized and we followed all requested steps to ensure we followed Express Script's protocol. Now we are being told that it was not their fault since my partner authorized the charge, which he absolutely did not, and that they have already destroyed the medication. They will only offer a 50% refund bringing our balance down to $1,056.13 despite multiple customer representatives AND supervisors have told us multiple times the charge would be entirely removed from the account with no results. We do not feel it's appropriate to be charged any money for medications that were never authorized, not on auto-renewal, and have since been returned. We just want the amount removed from our account so we can resume ordering family meds.
Business Response
Date: 06/23/2025
June 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,

***** ******-*****
Executive Correspondence
Initial Complaint
Date:06/11/2025
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.
Accredo pharmacy send my medication by ***** overnight shipping Tracking Number ************ on June 9th From ******* ******* to *************************** that was supposed to be delivered on the following day June 10th by 1:20 PM tracking was updated to not be delivered till 8:00 PM after 8:00 PM new tracking update to be delivered June 11th at 8:00 PM on the following day June 11th tracking was updated again not to be delivered till June 12th at 8:00. I called the credo and was on the phone for about an hour and a half and spoke to several people ***** from the resolution team ****** a pharmacist ***** a pharmacist and the resolution is I still didnt get my shipment from ***** so the medication at this point will be compromised and they said they were going ahead and send it out again another shipment. This happened earlier this year in March where ***** delivered to another address were back at the same issue again I dont believe Accredo is going after ***** for not delivering the medication and getting a refund for the cost of the medication. There are too many departments in Accredo that nobody wants to take responsibility I missed my shots for the month of May because there was an issue with the billing and I had a call ******** my way and instruct Accredo and tell them the how to redo the billing because nobody there knows how to do their jobs I am way behind on my shops and Im going to be losing my benefits at the end of the month you owe me shots from January and May and the ones I havent received yet for June.
Business Response
Date: 06/24/2025

June 24, 2025

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

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

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

Sincerely,

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

Customer Answer
Date: 06/27/2025
Complaint: 23457304

I have reviewed the business' response and am rejecting it because: This is the same as the complaint I made earlier this year. No one from Accredo or Express Scripts has contacted me!! Even though I now have my medication , it was because I made the extra calls to Accredo and ****** And I still do not have all the medication refills I should have because you take so long to ship I already missed injections by almost a month and I am supposed to take them every two weeks.

Sincerely,

*** ********
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 *** Heinbachs concern has been resolved. We spoke with Mr. ********* discussed his concerns, and this matter is considered closed.

Sincerely,

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

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Express Scripts is NOT a BBB Accredited Business.