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Business Profile

Health and Wellness

Express Scripts

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

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

    • 1,541 total complaints in the last 3 years.
    • 557 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/25/2025

      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 have been contacted by ASPN, ACCREDO, and Express Scripts. **** are like the ******* all working as the same company. I have received dozens of calls from this (these companies) in the last few days all saying they will expedite my late rx the next day to my dr. **** all review all my security questions, medicine ****, dr **** and get my consent to deliver the medicine. **** all say there was problem before but this time they resolved it. **** promise it will be there the next day. Then hours later I get another call by the company and they act like they ate calling me for the first time. **** also say there was a problem before but this time they fixed it. **** are calling me many times a day, many days a week, and many weeks a month for the past 3 months. There's huge negligence on their part. Please send my rx for my chronic and extremely painful condition. You promised my rx would be there prior to April 21st. I fiew across the country for this appt and your errors exasperating my chronic pain condition. Please send the rx.

      Business Response

      Date: 05/07/2025



      May 7, 2025




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


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


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

      We made multiple attempts to reach ****** *********;however, have not been able to discuss this matter with her.  Should she return our call, we will be happy to discuss her concerns.

      Sincerely,





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

    • Initial Complaint

      Date:04/25/2025

      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.
      I currently have a credit of $681.36 on my account. I've reached out to customer service numerous times now via secure message and phone. Each time I've been promised that a check will be issued for the amount and mailed to me. It has now been several weeks since my first contact, and I have still not received a refund check. I'd like to request a full refund of the balance ($681.36) be mailed via check.

      Business Response

      Date: 05/12/2025

      May 12, 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 Mr. ******* discussed his concerns, and this matter is considered closed.    

       Sincerely,




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

    • Initial Complaint

      Date:04/25/2025

      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 have been trying to get my prescription for ******************* 90mcg covered for over a month. Despite numerous calls, Express Scripts has repeatedly failed to send the required prior authorization request to my doctor. They claimed to use fax and a portal called CoverMyMeds, but my doctors office never received anything. After escalating the issue, my doctor submitted the prior authorization directly, but it was denied because I hadn't tried alternative medications even though the documentation clearly stated that I am pregnant and unable to use other options.Ive had to take on the role of facilitator between Express Scripts and my doctors office, spending hours on the phone and now trying to coordinate a three-way call just to get basic communication to happen. This failure in process and support has put my health and my unborn child at risk an asthma attack during pregnancy can be life-threatening for both mother and baby. On top of the physical danger, the ongoing delays and lack of accountability have caused me significant and unnecessary stress during an already vulnerable time.

      Business Response

      Date: 05/12/2025

      May 12, 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:04/24/2025

      Type:Order 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 recently reeived a bill from Express Scripts over an overpayment of medication made. The prescribed medications started 07/03/2019 till 10/22/2024. It appears that the local pharmacy submitted prescriptions to Express Scripts under an insurance plan that I am no longer part of. Express Script had me coded under active duty military, I was discharged from active duty on 06/02/1917. I have tried to call Express Scripts on several occasion, it is impossible to speak to a knowledgeable representative on any occasion. I believe Express Scripts is contracted with the federal government, unsure on who is responsible to update the the electronic system and how this could have gone on for the length of time without anyone noticing. I am being told that this is considered a federal debt, which can have significant consequences for me if not paid in full. I did have commercial coverage for some of the above mentioned time, however the commercial carries states that they are not responsible for coverage if over 90 days, especially since I am no longer insured with them. I also had coverage through the ** however again the VA was not billed as it was assumed I was still on active duty. The provider who send the prescription did not bill *********** as they were aware I was no longer on active duty. My question: Why am I being held reliable for medication disbursed under an insurance I was no longer part of over the last 6 years, when I have no control over updating the companies website or the federal reporting system. Any assistance and/or guidance would be appreciated.

      Business Response

      Date: 05/06/2025

       

      May 6, 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,




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



    • Initial Complaint

      Date:04/23/2025

      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.
      My Gastrointestinal Doctor changed my medication for my crohns on 4/14/25 to a Biosimiler name is **********-Adaz my medication was never sent out I was told that it was denied because I need a authorization but when I called Xpress scripts, they stated that I did not need a prior authorization and they called over to my doctors office and had the scripts resent backover to Accredo. Because Accredo had deleted the original bio similar script and did not send it over to my insurance company which caused them to deny the medication because theyIts now going on April 23 and I still dont have any medication and Im currently bleeding and having lots of pain . They approve my maintenance dose but did not approve the loading dose. I cant start a medication without starting the loading dose

      Business Response

      Date: 05/05/2025


      May 5, 2025




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


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


      Dear ********************** is to advise you that ******* Waltons concerns have been addressed.  We contacted *** ******,discussed his concerns, and this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:04/23/2025

      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.
      At the beginning of March 2025 we requested the Rx report for my son going back to 1/1/2020. I was told 2 weeks. After it did not arrive in the 2 week time frame we called back. They had no record of the request. We redid the request and again they gave us a 2 week timeline. We explained we needed it and we were in a timeline as well. I called again before the 2 weeks was up and was told it was mailed out 3/21/25. On 4/21/25 we still had not received it so we called again to request it again and again explained the report was urgently needed and asked if they could expedite by sending it express mail. They stated they could not. We asked to speak to a supervisor and got the same response. Each time they verified our correct mailing address. We ended up speaking to 5 different people none of which could help or understood the urgency with which we now needed those records that we had requested 7 weeks prior. This complaint is filed 4/22/2025 and we still do not have the needed records which we need by 5/1/2025 at the latest.

      Business Response

      Date: 05/12/2025

      May 12, 2025




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


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


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

       Sincerely,




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

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair 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.
      ****************, owned by Express Scripts has been negligent in getting me my ***** for migraines in a timely matter. I am in pain and cannot function because I am overdue. They keep telling my doctors office they need a prior authorization when its been sent 5 times. They also told me all was resolved and that the medication would be sent, then cancelling it to say again they need a prior authorization. They also claim I owe them money even though I have been with a co pay assistance program since I have been on ***** and I always make sure to get the customer service representative to make sure they are getting billed. I can prove enrollment. I see there are multiple complaints and a class action lawsuit in ** about ******* and mis use of co pay assistance programs and getting money from both patients and the assistance program. They insist on doing all business on the phone so things are incredibly hard to track and speaking to someone who is not in a call center in another country is impossible. I would like BBB to help me resolve these issues before I contact a lawyer.

      Business Response

      Date: 05/06/2025


      May 6, 2025




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


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


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

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

      Sincerely,




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

      Customer Answer

      Date: 05/06/2025

      they actually just reached out again and made the situation better!

    • Initial Complaint

      Date:04/21/2025

      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.
      Every time I call express scripts to deal with prior authorization for my medication I have stay on the phone for 1 hour or more. One rep tell me one thing another tell me another. The supervisor also dont know. I am now getting told that my doctor did not do the prior authorization. My doctor assured me that they did do the prior authorization. express scripts says i need a case opened to get my prior authorization. I told them I never had to do this before. Confused yet, me too. Somebody please help me!

      Business Response

      Date: 05/12/2025

      May 12, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:04/21/2025

      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.
      I used ****** with an Abbvie copay card up until 2/28/***** of 3/1/25, Express Scripts required me to use ********** with a ******* copay card.On 3/25/25, I had a $0 balance with **********************. I was paid in full. Placed an order for ********** for the 1st time using the ******* copay card for $298.31 to be paid in full with ******* copay card.On 4/8/25, I checked to see if it was processed. It wasnt. Suddenly, the bill was $1774.37. I called ********************** and spoke to billing. She said that amount was for the $298.31 for ********** AND for a 2/27 order of ****** costing $1476.06, that they forgot to process in a timely manner, but that it would be covered in full by Abbvie copay card.She processed the $298.31 for ********** using the ******* copay card. It went through perfectly leaving a balance of $1476.06 for the 2/27 order of ******.I then called Abbvie Copay Assistance to verify that funds were available. They were. She also said for me to call ********************** billing and have them reverse and reprocess the order using the Abbvie card.On 4/10/25, I called ********************** billing to do that. ********************** said the patient is not allowed to request that. So we called ****** copay on a 3 way line and spoke to a rep. ********************** and Abbvie argued back and forth for 2.5 hours. It was a 2.5 hour "blame game" between **********************, Abbvie, and Express Scripts. Totally unprofessional. *** with ********************** kept reprocessing already paid items, even going back to 2024 for some reason. I ended up with a balance of $3494.24 after 2.5 hours of her reversing already processed payments!On 4/11, I logged in to see if it had been corrected, and it was even higher! $3708.24!On 4/14, the balance was miraculously $0. I thought they had finally fixed ***** of 4/18, I now have a balance of $519.20 for who knows what? It should be zero. This is the most incompetent, unprofessional company I have ever dealt with. To make matters worse, I cannot order meds I need to walk until the correct their error.

      Business Response

      Date: 05/07/2025

      May 7, 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: 05/07/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair 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.
      I have an outstanding prescription that has been stuck in limbo with Accredo since January 2025. My insurance approved the prior authorization, and my doctor has been in contact with Accredo nearly every week to get the script filled to no avail. We have been told numerous things about why they can't fill my script - because they don't have the prior authorization approval (which has been sent over numerous times). They have also told my doctor that they could request verbal confirmation, which they have. We are now 4 months into delays, and I am 5 months behind treatment as a result of these unnecessary delays, causing my condition to worsen significantly over time.The ******** authorization claim number on the claim is listed in the account/order/tracking number below and the prior authorization was approved on 1/31/25.

      Business Response

      Date: 05/12/2025

      May 12, 2025




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


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


      Dear ********************** is to advise you that ******** Worthingtons concern has been addressed. The medication in question shipped via ***** Next Day Air that was delivered on May 6, 2025. 

      Sincerely,




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

      Customer Answer

      Date: 05/12/2025

      Better Business Bureau:

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

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

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