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Business Profile

Health and Wellness

Express Scripts

This 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

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Express Scripts has 173 locations, listed below.

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    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 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/14/2025

      Type:Billing Issues
      Status:
      Answered
      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 and express scripts are out there preying on people and lying about out of pockets payments. I have a bill from them for $2200 from express script and when you call them they say the bill is 0 and so does accredo. That you signed up for the ******** payment plan( which was a requirement to be approved for the co pay assistance program). THIS WAS A TRAP! As soon as you sign up for the ******** payment plan and accredo *** called us and said they are shipping the medication out and it will be free. No out of pocket cost. We were under the assumption this was thru the approval of the co pay assistance program. I asked a couple times and she said no it is free. I called after the bill and was told that it was placed on the ******** payment plan and it was not free extremely deceptive business practice. My dad is 80 years old and they tricked him. They said we cant return the medication. I want a full refund

      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 *** Mostafas 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:05/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 caused me to miss months of my PROLASTIN infusion at a time cause of their neglect in delay of PA . Right now I am not getting my refill cause of a form between my insurance and Accredo and according to my insurance its on Accredos side is where the issue is . I have had nothing but trouble with this company and I am not the only patient with these issues . I am filing for medical neglect .

      Business Response

      Date: 05/29/2025

      May 29, 2025




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


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


      Dear ********************** is to advise you that *** Brewers concern has been addressed.  The medication in question shipped via ***** Next Day Air that was delivered on May 16, 2025. 

      Sincerely,




      ***** ******-*****
      Executive Correspondence

    • Initial Complaint

      Date:05/12/2025

      Type:Delivery Issues
      Status:
      Resolved
      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.
      ***** finally approved my medication 3/26/2025. So over 6 weeks later Accredo has still not sent the medication. I have called many many times and they keep telling me 1 to 3 more days.

      Business Response

      Date: 05/23/2025


      May 23, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 05/29/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I agree that I received my medication, but their system did delay it by 2 months after insurance approval. 
       
      Sincerely,

      ******** ******

    • Initial Complaint

      Date:05/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      In June 2025 I was sent medication and paid via my patience assistance savings card. The following day, Accredo/ES discovered that the card did not have funds to cover. I was charged $1850 and had a balance of $0 on my account. I was not told the savings card was depleted. In July I was contacted for a refill. I paid via my patience assistance card and the meds were shipped. The following day, the transaction was reversed due to lack of funds on the savings card. I was not contacted. I reviewed by email statement weeks later to order August and saw a bill of $3750.00. I called and was told not our problem. I began to make payments in December as I was not able to order any medication until the bill was paid off. In January, I was charged for a June medicine that they didnt charge enough for and told oops. I am not able to get any medication due to the bill. How is this legal? Shouldnt they work with the patient to ensure funds exist on the savings card before shipping medication? I am now the one suffering and cannot afford for them to keep finding errors and charging me! Patients who need an assistance card have it because they cannot afford medicine. This is not right.

      Business Response

      Date: 05/23/2025


      May 23, 2025




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


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


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

      We contacted Ms. ******* discussed her concerns and this matter is considered closed.  We will remain in contact with Ms. ****** regarding another matter through completion.

      Sincerely,




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

    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Was refilling a prescription on express-scripts website which had been $7.99 and $12 the previous refills in 2024. I was prompted to authorize payment because I thought they wanted to know which credit card as I have a few on there including HSA which I chose. It was never shown at this time that the medication was not covered. No notification, or the forthcoming charge of $905 for 20 pills! I only realized this when I received an email about my order processing payment of $905 and shipping on 05/06 2025. I immediately called to cancel the order, but they told me once it starts processing there is nothing they can do. Spoke with a supervisor named ***** the next day who told me they would be having a meeting about it and he would contact me on 05/09 2025 which he did and said,sorry, nothing they can do since I authorized payment.I stated I was never informed about medication not being covered or the outrageous cost prior to authorizing. If and when I had realized this, I tried to cancel it! They will not take sealed/unopened package back. There are more than a few red flags with regard to there business practices. Ridiculous to think that it is alright not to be transparent about cost/coverage before processing/shipping!

      Business Response

      Date: 05/23/2025



      May 23, 2025




      Better Business Bureau Serving **************** and *****************
      *******************************************************************************************************
      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

      Customer Answer

      Date: 06/04/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  They apologized for the inconvenience and accepted return of prescription and credited my account as requested.
       
      Sincerely,

      **** ****

    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 is responsible for shipping my medication refills to my home. My breathing medication and inhalers are on auto refill so the company is supposed to have my refills to me before my medication runs out. Once again I am sitting here struggling to catch my breath and have no breathing inhalers becaose Express Scripts dropped the ball again and did not send my refills. They are trying to state I am ordering too soon but that is nonsense because its on auto refill that they provide on their website/. They have done to this multiple times now. I just need my medication please and I should not have to continually reach out to my ** for a short term RX due to Express Scripts dropping the ball. I go through this very often with them. Please help me obtain myn medication that they are evidently sitting on for some crazy reason.

      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 ****** Mckinneys concern has been resolved.  We contacted **** ********,discussed her concerns, and this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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 5/5 my doctor sent a prescription for a prenatal + DHA vitamin to ExpressScripts. We had been told by Cigna that prenatal vitamins would be covered per the Affordable Healthcare Act. I received an email from Cigna and ExpressScripts that an order was on its way and that it would be $213. At no point did ExpressScripts communicate with me about the cost, if I wanted to fill the prescription, if I wanted to do the generic version covered by my insurance, or anything. I received a 90 day supply of medicine with a bill for $213. I called Cigna, and they said that I should have somehow caught ExpressScripts in the 20 minutes between my doctor sending the prescription in and their filling it. ExpressScripts does not take returns. Cigna refuses to cover the prenatal vitamins but assured me that the $213 goes toward my $1500 ************* should be completely illegal to just send people things without asking permission! They did not disclose until the end of the order the cost. Any other pharmacy in the country will tell you the price and have you pay before sending you a nonrefundable expensive medication - that should be covered by ********* in the first place.I do not have $213 for prenatal vitamins. I cannot return the medicine. I should not have been sent this medicine.

      Business Response

      Date: 05/28/2025

      May 28, 2025




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


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


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

      Sincerely,




      ***** ******-*****
      Executive Correspondence

      Customer Answer

      Date: 05/28/2025

      Better Business Bureau:

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

      ******* Force

    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 diabetic I was prescribed by my doctor ******** 14mg and express scripts doesn't wanted to approve it to me I don't if they want to go into a diabetic coma or what i was able to paid full price for a while but not any more I don't why they do this to me.

      Business Response

      Date: 05/22/2025


      May 22, 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 Mr. ********** and will remain in contact through completion.

      Sincerely,




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

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      To ***m it may concern,I have been dealing with Accredo for years to fill my prescription and it has always been a nightmare. However this time has put me over the edge. In the past they would constantly mess up my orders and delay them without providing any information on why. Friday May 2nd I called to fill my prescription and was told that they were missing the pre-authorization. I then reached out to my insurance *** assured me that the prescription was authorized and provided me with the authorization number. I called back Accredo to provide the information and schedule my delivery. I was greeted by the rudest customer service agent *** told me "your **************************** was denied,I can't help you." When i tried to explain that was not the case and I had the authorization number to prove it they became even more nasty and passed me to a supervisor. The supervisor then checked and agreed with me and that they have the authorization and will escalate this to be expedited and get within ***** hours, and that a customer resolution agent would be following up with me the next day to confirm and address the issue with the previous agent. Come Monday, I still had not heard from anyone so I called back to find out what was going on with my delivery and they told me its not authorized again. After speaking to another supervisor *** seemed helpful it was determined it was approved and i was again assured it was being expedited and would receive a follow up on Tuesday. Tuesday came and no update so i called again and was told that it was denied because the prescription was sent in wrong by the doctor. I reached out to the doctor *** corrected the issue immediately and was told again by Accredo that within 24 hours it would be processed. I gave it two days and still nothing so called today to find out that they never escalated it or even started the process and that it would take 5-8 days to process. This is unacceptable when it comes to people prescriptions.

      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 ***** Mastridges concern has been resolved.  We contacted *** *********,discussed his concerns, and this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:05/06/2025

      Type:Delivery Issues
      Status:
      Answered
      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 scrips has continued to deny me my medication after my doctor has repeatedly tried to get them to fill my medication (******)

      Business Response

      Date: 05/20/2025

      May 20, 2025




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


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


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

      Sincerely,




      ***** ******-*****
      Executive Correspondence

    Express Scripts is NOT a BBB Accredited Business.

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