Business Profile
Health and Wellness
Express ScriptsThis business is NOT BBB Accredited.
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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
- 1,544 total complaints in the last 3 years.
- 558 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/21/2022
Type:Billing IssuesStatus: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 medication and wanted to use a secondary insurance provider. I was told that they do not accept secondary insurances and that they just bill what they have. I have everything necessary to bill for secondary insurance and they are refusing to accept it due to just being a provider.Business Response
Date: 06/29/2022
June 28, 2022
Better Business Bureau Serving Eastern Missouri and Southern Illinois
*** ** ********* ***** **** ***** ****** ** *****
Attn: Dispute Resolution Department
Re: ******** ****** / #********
Dear Sir/Madam:
I am in receipt of your letter regarding a complaint filed by ******** ******. Express Scripts carefully reviewed the complaint along with its internal records and respectfully provides the following response.
By way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsors. Express Scripts provides plan sponsors with “core” pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. In this capacity, Express Scripts is not acting as a health care provider or insurer, but serves to administer benefit plan designs and formularies in accordance with rules provided by the plan.
Mr. ****** expressed concern with being unable to use their secondary insurance with Express Scripts’ specialty pharmacy, Accredo. Mr. ****** has a Copay Assistance Program (CPA) to offset the cost of his medication and is listed as secondary insurance on his account. Mr. ******r’s primary insurance was billed, as well as, the CPA leaving him with a $5.00 patient responsibility.
I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at ***** *********
Sincerely,
***** ************
Senior Manager, Executive CorrespondenceTell us why here...Customer Answer
Date: 06/29/2022
Complaint: ********
I am rejecting this response because:
This is relating to the incorrect medication. The ******* has a secondary insurance that I was not able to utilize on my prescription.
Sincerely,
******** ******Business Response
Date: 06/29/2022
June 29, 2022
Better Business Bureau Serving Eastern Missouri and Southern Illinois
*** ** ********* ***** **** ***** ****** ** *****
Attn: Dispute Resolution Department
Re: ******** ******/ #********
Dear Sir/Madam,
I am in receipt of your letter regarding a complaint filed by ******** ******. Express Scripts carefully reviewed the complaint along with its internal records and respectfully provides the following response.
By way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsors. Express Scripts provides plan sponsors with “core” pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. In this capacity, Express Scripts is not acting as a health care provider or insurer, but serves to administer benefit plan designs and formularies in accordance with rules provided by the plan.
Mr. ****** expressed concern with being unable to use their secondary insurance with Express Scripts home delivery. Express Scripts does not have the ability to coordinate benefits between primary and secondary insurance plans; therefore, Mr. ****** is required to pay his co-payment and then submit to his secondary insurance for payment should he use Express Scripts mail order.
I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at ***** *********
Sincerely,
***** ************
Senior Manager, Executive CorrespondenceInitial Complaint
Date:06/20/2022
Type:Delivery IssuesStatus: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 have been refused medications through express scripts. I was told that I needed to have a PA for a prescription that i have been on for awhile. I have been out of the medication and they told me a Preauthorization needed to be filled out and they told me the Dr. had to go to their website. I contact my Dr. and they stated that Express scripts knows that they had to fax the PA form to them and express scripts had their fax number. I sent an email to express scripts gave them the office information. They then stated they did not have the Dr. information and told me to give it to them again even though they had sent me 2 other prescriptions by the Dr. I called customer service and they did not need the Dr. information. 4 days later i did not have this resolved. I called again and they had no record of faxing the form over even though i was on the phone when they faxed it. I also sent a follow up email to find out what is going on. They told me a different prescription was sent over and the dr needed a form for that as well. I asked for the cost of the medicine without insurance and they refused that information to me. I asked them to send me the prescription so i could go somewhere else. They refused to give me the prescription. I have been without the medicine for 2 weeks and they told me i needed to go to the Dr. to get the medicine. I asked them what I needed to do to get my prescription sent to a different pharmacy. They told me they couldn't do that and my Dr. needed to fill out a questionnaire and a pre-authorization. They are not only withholding the medication from me but they were refusing my business as well. I contacted a local pharmacy where they contacted express scripts to get my prescription. I then received an email from express scripts telling me that the pharmacy would not be allowed to fill the requested prescriptions. I told them that the pharmacy followed the proper channels. They sent another email again stating that the other pharmacy was wrongBusiness Response
Date: 06/29/2022
June 28, 2022
Better Business Bureau Serving Eastern Missouri and Southern Illinois
*** ** ********* ***** **** ***** ****** ** *****
Attn: Dispute Resolution Department
Re: ***** *******/ # ********
Dear Sir/Madam:
I am in receipt of your letter regarding a complaint filed by ***** *******. Express Scripts has carefully reviewed the complaint along with its internal records and respectfully provides the following response.
By way of background, Express Scripts administers prescription drug benefit plans on behalf of plan sponsors, in this case. Express Scripts provides plan sponsors with “core” pharmacy benefit management services, including third-party claims processing, formulary administration, benefit plan communications, and other similar activities. In this capacity, Express Scripts is not acting as a health care provider or insurer, but serves to administer benefit plan designs and formularies in accordance with rules provided by the plan.
Ms. ******* expressed concern with challenges in obtaining a prescription from Express Scripts Pharmacy. In June 2022, Ms. ******* contacted Express Scripts Pharmacy and requested a refill for the medication in question. According to Ms. *******’s prescription plan guidelines, the medication requires Prior Authorization (PA) to allow for coverage as the previous PA expired. The PA was initiated and approved to allow for coverage through June 21, 2023.
A new prescription was received, electronically, from Ms. *******’s prescriber, on June 8, 2022. Ms. ******* requested the transfer of her prescription to her retail pharmacy, which was completed. On June 21, 2022, Ms. ******* confirmed receipt of the retail supply.
I trust this letter has been responsive to your request for information regarding this complaint. If you have any questions regarding this matter, or desire any further explanation or information, please contact me directly at ###-###-####.
Sincerely,
***** ************ ****** ******** ********* ****************** ** *** *******
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