Complaints

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

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• 

  Express Scripts

  1 Express Way Saint Louis, MO 63121-1824

• 

  Merck-Medco Rx Services

  5073 Ritter Rd Mechanicsburg, PA 17055-6921

• 

  Merck-Medco RX Services

  PO Box 747000 Cincinnati, OH 45274-7000

• 

  Merck-Medco RX Services

  PO Box 747050 Cincinnati, OH 45274-7050

• 

  Express Scripts

  8111 Royal Ridge Pkwy Irving, TX 75063-2820

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:06/09/2025

  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.

  On April 28 my wife had her Rx's shipped. When the tracking stopped updating, I called E Scripts only to be told that we had to wait 30 days before they could replace them. After 31 days they still did not arrive, so I had them resent. The same thing happened again. June 2nd shipped, made it to the same PO in ****** and then stopped moving. I know the post office is stealing them but this company will not assist with filing criminal complaints or offer any solution to provide your prescriptions until 30 days have passed. She's been out of her meds for 7 days now and this company will not do anything about it and even blamed us for shipping **** (I did not know there were options). They have the shipping agreement with the **** and could assist but instead they read a script and apologize while basically say oh well you are on your own.

  Business Response

  Date: 06/13/2025

   

  June 13, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ********
  
  
  Dear ********************** is to advise you that ***** Hackimers concern has been resolved. 
  
  We contacted Mr. ******** and discussed his 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: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have metastatic breast cancer and was prescribed ******* Im May 2024. I received one month supply from the oncologist pharmacy and then had to switch to ACCREDO so my *************** would cover it. That took multiple phone calls to just get the ******* in my ACCREDO account. For the past year, approximately every 2 months my Rx is delayed for some random reason and I have to spend 1-3 hours on the phone to get it refilled. On May 19 talked to ACCREDO for over and hour before they agreed to fill the Rx. I wasnt notified by ACCREDO that Rx would arrive June 3. On Jun 4 I got email from ACCREDO my Rx had been delivered. I didnt have it. Called *** and they said my shipment had been recalled by the sender (ACCREDO). Called ACCREDO and no one could tell me why my Rx was sent back to them. Now Im at risk for missing a dose because someone there decided that I didnt need that life saving Rx. When I told the agent the issue she was apologetic, as every agent there is. But could not guarantee that my Rx will arrive before I miss a dose on Sunday. Last month my Rx was 2 days late. This is not a drug that you can just skip whenever. This is a specialty pharmacy. All they deal with are cancer patients and others with significant medical issues. I ordered this on 5/19. If they had shipped it in a couple of days I still would have received it a week before I needed it. I feel pretty good considering I have to take this Rx. However I really feel for the patients that dont have the strength to deal with this. This company does not stand by its core values. Patients first. They transfer their patients to anyone next in line with no regard for what has been discussed. I also cannot even see invoices for the Rx. ACCREDO directs me to Cigna who directs me to ACCREDO.

  Business Response

  Date: 06/13/2025

  
  
  
  June 13, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ****
  
  
  Dear ********************** is to advise you that ***** Huffs concern has been resolved.  We contacted *** ****,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/29/2025

  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.

  I first contacted Express Scripts customer service around May 16 about transferring my prescriptions from another pharmacy. I was told that they would call the pharmacy to receive the prescription. I received a voicemail stating that the transfer was successful. A week later, I noticed no new updates in the online portal so I called again on May 21. I was told that the transfer was not complete but that they would call the pharmacy to initiate transfer again. They told me I would receive an update. I did not receive an update so I called again on May 29. This time, I was told by a separate customer service agent that the information I received from the first two calls was wrong and that they needed to call the doctor. I did not receive an explanation or remediation as to why I was given incorrect information twice, thus wasting weeks of my time. I declined to continue working with this pharmacy as they clearly are not competent, capable, nor transparent in their dealings. I would like acknowledgment of receipt of this complaint and an explanation as to why I was lied to repeatedly and how it will be prevented for future customers.

  Business Response

  Date: 06/04/2025

  
  June 4, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ************************************************************************************************; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ******** *******
  
  
  Dear ********************** is to advise you that ******** Dempseys concern has been addressed.  We contacted *** *******,discussed her concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:05/27/2025

  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 writing to formally file a complaint against Express Scripts and its affiliated insurance provider, *****, regarding repeated and unjustified denials of authorization for a prescribed thyroid medication.I have attempted to obtain approval for a desiccated thyroid medication, which my healthcare provider prescribed based on my medical needs. Despite multiple requests, the authorization has been denied, with the justification:The authorization request did not meet the criteria for approval. Reason: There is no indication the patient meets one of the following: 1. Patient has tried one ************* product (for example, *************, *********, *******) -and- one other desiccated thyroid product (for example, Adthyza, NP Thyroid).This statement is demonstrably false. I have taken the following medications over the course of my treatment:************* ******* NP Thyroid This clearly meets their listed criteria. Cigna and Express Scripts already have this information on file as part of my prescription history. Despite this, they are placing an unnecessary burden on my healthcare provider to resubmit documentation they already ********** a result of this bureaucratic failure, I have been forced to pay for the medication out-of-pocket for the past two months.I am requesting that the BBB investigate this matter and urge Express Scripts and Cigna to approve my medication immediately, given that I meet the established criteria. I also request that I be reimbursed for the out-of-pocket expenses I have incurred due to this unjustified denial.Thank you for your attention to this matter. I am available for any additional information or documentation you may require.

  Business Response

  Date: 06/05/2025

  
  June 5, 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:05/23/2025

  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 call and spoke with representative 05/23/25 2:58 Pm Called and spoke to representative to address that I cannot get my prescriptions filled for my some of my son's medication. They previously stated needed to switch to ************************************************************************************ to go to another national chain/pbm or use their mail in order pharmacy. The representative I spoke to laughed at me condescending when I asked why this was the case why I couldnt pay a little more and still use the same local pharmacy in my neighborhood. At first he told me the pharmacy i was using was not in network which i told him i was on the site and could see clearly that it is in network. Than he told me that I had to use another PBM or ********* and cant use local pharmacies for my medicines other than courtesy fills. Again i informed him i get all my medicine filled at ******. That representative transferred me to supervisor, who acknowledged that they choose which prescriptions can be filled at which pharmacies. Couldn't give me a reason for why only two national chains for some but not any others. I informed this is really disappointing that they are not considering the customer and making it more difficult to get prescriptions. I offered to pay a little more to have it filled at local pharmacy they stated no some scripts have to be filled at their national partners. They should have made it very clear from the sign up that they don't support local pharmacies outside of a few prescriptions and are going to steer you toward only large national brands

  Business Response

  Date: 06/04/2025

   

  June 4, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ****** *******
  
  
  Dear ********************** is to advise you that ****** ******** concern has been resolved.  We contacted *** *******,discussed his concerns, and this matter is considered closed.  
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager, Executive Correspondence

• Initial Complaint

  Date:05/23/2025

  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 specialty pharmacy is exorbitantly medically negligent. My prescription was sent over by my doctor on 5/13 after being cleared by my insurance company. Accredo has held my prescription in pharmacist verification for over 10 days now with no real explanation. On 5/15 I called in to get my prescription expedited due to my intense, consistent pain. The person on the phone told me they would expedite and I should receive a call to schedule delivery in 24 hours. On Monday 5/19, I called again as I did not receive anything. The agent explained that the task needed for my prescription needed to be logged and that I had to wait 48 business hours since my initial call on 5/15. Two days later on 5/21, I spoke with another agent that explained the my prescription was released and expedited on Monday 5/19 after my phone call and that I needed to wait the full 72 hours. No record of my initial phone call on 5/15. It has now been 96 hours since the expedited release and there is no update from Accredo. This company is withholding medication and should not have the ability to practice as a pharmacy. I am sitting here unable to walk, move my hands, pick up my baby and this company is playing games with my life.

  Business Response

  Date: 06/02/2025

  
  June 2, 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 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:05/20/2025

  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.

  My physician sent 2 prescriptions to Express Scripts on *****-25. I had never used them before so I called to make sure they had everything they needed from me. I was told that the prescriptions had been received, and we went over everything and I spoke to a pharmacist as well. I also paid for the prescriptions and was told that the medications would likely ship out the next day. Today is 05-20-25 and still no medications. I called them and was told that they were waiting on the doctor for verification. I asked why since eveything was validated on *****, and I asked why someone had not called me to tell me there was a problem. The man was unable to give me an answer. I cancelled the order, and in addition, even though the medications had not shipped, my card had been charged already for $22.30, which to me is fraudulent. Also, I have to wait ***** days to have the amount credited back on my card. I don't believe that waiting over a month is appropriate since the medications had not shipped. They have my money and I have nothing.

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  ***** ********
  
  
  Dear ********************** is to advise you that ***** Thrashers concern has been addressed.  Ms. ******** was notified and advised of the outcome on May 23, 2025. 
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 06/09/2025

  To Whom It May Concern;

  
  

  I received my refund.  Thank you so much.

• Initial Complaint

  Date:05/18/2025

  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 keep getting told my ******** copay card is not good. The first time this mess happened, there was still $4200 bucks on it and expired in 27. New one expires in 2031, with 13 k on it. I jumped through hoops, did exactly what they told me to, and have spent around 50 hours on the phone since Jan 1st arguing with incompetent people. Its like they dont want to give it to me. I am at the give up point. For the last 2 years I was with ************ until my employer switched to Accredo, and never had one single issue. I need this medication to have any quality of life. I need this resolved immediately. Please help. So, in summary the bottom line is this. Every box is checked, but they keep making me do the same thing over and over and the results are the same. Very poorly managed company, with poor communication both in house and with customers. They should be shut down.

  Customer Answer

  Date: 05/19/2025

  I want my prescription filled with no hassle. I have given them all the information multiple times in the last 6 months since our company switched to this pharmacy. I have done above and beyond contacting doctors , etc. and I want a written promise that they will not bother me for another year. My last pharmacy was absolutely zero issue at all and I never heard from them for 2 years. Just did as I was supposed to like I did with the credo here. Enough is enough just tell them to fill my prescription do it every month seamlessly with no hassles and no red tape! 

  Business Response

  Date: 05/22/2025

  May 22, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ************ *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *********
  
  
  Dear ********************** is to advise you that **** Turnquists concern has been addressed. We contacted Mr. ********** discussed his concerns, and this matter is considered closed.    
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Executive Correspondence

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:05/14/2025

  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've been with Express Scripts for awhile and never had this issue of not getting my medication delivered. My medication Bultab which is for my migraines wasn't delivered although the **** said that they did. So the issue is when I talked to customer service is i can't get a refill and I can't get my money back. Please either send a refill or give me my money back. Also need another delivery service

  Business Response

  Date: 06/02/2025

  June 2, 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 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: 06/02/2025

  Complaint: 23331211
  
  I have reviewed the business' response and am rejecting it because I haven't received any calls or no ome left a message 
  
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/10/2025

  June 10, 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:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accredo specialty pharmacy, a subsidiary of ExpressScripts, has failed to fill my prescription for over a month. I am required by ***** to use this pharmacy, and cannot choose another one. My insurance changed to ***** on April 1. Accredo received my prescription on April 10th. This prescription is a biologic for ********************, and prevents my immune system from attacking my joints. Accredo asks each time if I am in danger of missing a dose, and at this point I have missed three. This could have material, permanent affects on my health if it continues.***** has confirmed that my prior authorization is complete; I have also filed a copay assistance card that will pay any balance of copay, so Accredo has no reason to think that this claim will not be paid. I have been on this medication for 15 years, and this is the first time I have had this problem.I have called Accredo 8 times in the last four weeks, spending approximately half an hour on the phone each time. My prescription has had the status "waiting on pharmacist verification" for weeks, but no one can tell me what this means or what tasks need to be completed. They have continued to make vague statements like "insurance" (Cigna has confirmed this is not true) or "it just takes a while to move through the system". 5 separate times I have been told someone will call me back in 24-72hrs, and I have never received a phone call back. As of today, May 14th, a member of the supervisory team told me she can't help me, because the member of the team i spoke to last week is in my file. This person told me they would call me back within 3 business days on May 7th, but has not.All I want is to receive my medication.

  Business Response

  Date: 05/27/2025

   

  May 27, 2025
  
  
  
  
  Better Business Bureau Serving **************** and *****************
  ***************************
  ***********, *******; 63102
  Attn:  Dispute Resolution Department
  
  
  Tracking ID:  ********
  Complainant:  **** *******
  
  
  Dear ************************** is to advise you that **** Dubuques concern has been resolved. 
  
  We made multiple attempts to reach ************ however, have not been able to discuss this matter with her.  ******************* return our call, we will be happy to discuss her concerns.
  
  At this time, the matter is considered closed.
  
  Sincerely,
  
  
  
  
  ***** ******-*****
  Senior Manager,Executive Correspondence