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

1,541 total complaints in the last 3 years.
541 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:04/21/2025
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.
My name is *** ******. My express script ID number. Is ************. I I have been taking Parnate/Tranylcypromine for over 25 years for severe, treatment, resistant depression. I desperately need the medication to stay out of the hospital . I have been trying now for over a month and an I have been trying now for over a month and a half to get express scripts to fill the prescription. I have called customer service 11 times. My doctors office has called and sent requested information four times . I have sent four emails. Every time I call, I am told of a different barrier to the order. One time they said my prescription expired - not true. Another time they told my doctors office that they didnt have any insurance information for me. One time they told me that I needed to authorize them to ship the prescription. During each of my last 3 calls over the past two weeks, I have been promised that my order is being processed and will be sent ASAP. Today, the express scripts system indicates an order is pending but it lists a copay over *****. . Express scripts has handled my prescriptions for the last 10 years. Several times over the years, express scripts has delayed providing my medication by up to 2 months/ or denied coverage with respect to medications Ive been taking over 20 years - despite up to date prescriptions, automatic refills authorization for payment. All I am asking is that they provide the medication. Theres no question its covered under the plan and that I pay for it. It is difficult to conclude that the company is acting in good faith.
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 ****** Conlins concerns have been addressed.

We have been in contact with Mr. ****** and will remain in contact through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/19/2025
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.
On 4/12 I reordered my ********** .25 2x day. On 4/15 I received a email the medicine was cancelled and not yet approved. I called and explained I had only 2 days left of medication and was advised this is dangerous to stop suddenly and could create deadly withdrawal and they would expedite it overnight. It is now Saturday 4/19 and the express scripts website shows delivered but **** shows it a hour away and due 4/19 7 days after it was ordered. SECOND TIME IN A YEAR they keep delaying my meds so I am out and they ship less
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. The medication in question shipped on April 16, 2025 via the **************************** that was delivered on April 19, 2025.

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/13/2025
Complaint: 23225286

I have reviewed the business' response and am rejecting it because:
The medication was again a week late just like the last 2 refills and I was forced to get supplemental meds else where. I want my meds overnighted per the contract w member

Sincerely,

****** ******
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 ****** ****** 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: 05/21/2025
Person left message yesterday stating he was **** from corporate to address complaint on home phone number and call was returned in 5 minutes.
A woman answered the call with hello. I said hi Im returning Mikes call. She then said who and I said I was told this was express scripts and call ended. 51 seconds, record above.
I am removing all prescriptions right now unless it can be shipped with tracking. This has gone on for 2 years with my meds and Im tired of begging other pharmacists for a couple days pills.
Customer Answer
Date: 05/21/2025
Person left message yesterday stating he was **** from corporate to address complaint on home phone number and call was returned in 5 minutes.
A woman answered the call with hello. I said hi Im returning Mikes call. She then said who and I said I was told this was express scripts and call ended. 51 seconds, record above.
I am removing all prescriptions right now unless it can be shipped with tracking. This has gone on for 2 years with my meds and Im tired of begging other pharmacists for a couple days pills.
Initial Complaint
Date:04/18/2025
Type:Order 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 filing this formal complaint against express scripts for ongoing and deeply concerning medical negligence that is putting my health at serious risk. I have been attempting to get a prescription for ********-SOL, a medically necessary thyroid medication, approved for over three months. My physician specifically prescribed ********-SOL because I have **************, and the alternative medications listed by the insurance company (including ************* tablets and Ermeza solution) contain ingredients that are harmful and unsafe for my condition.Despite multiple attempts to resolve this, I continue to receive the same generic rejection referencing step therapy, which is grossly inappropriate in this context. My doctor has made it clear that ********-SOL is the only safe option due to my severe gluten intolerance and the potential for serious and irreversible health consequences from taking alternative medications.This ongoing delay and refusal to approve the only medically viable treatment amounts to medical negligence and demonstrates a disturbing lack of seriousness regarding the gravity of my medical condition. The insurance company has shown zero urgency, responsiveness, or accountability. This is not simply an administrative inconvenience this is a direct threat to my health and well-being.If this issue is not addressed immediately and my prescription for ********-SOL approved without further delay, it could cause harm to my health.I urge the Better Business Bureau to investigate this matter thoroughly and hold expressscript accountable for putting a patients health at risk due to bureaucratic indifference.
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 ******* ****** concerns have been addressed.

We have been in contact with Mrs. ***** and will remain in contact through completion.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/17/2025
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 enrolled i the ******** Payment Plan. Express Scripts assured me that I would not be billed for my Mounjaro prescription and that payment would go through the ******** Payment Plan. Instead, Express Scripts debited my checking account for $1,142.70. I reached out to them and was informed that they are processing my request for a refund and that it would take 30 - 45 business days (excluding weekends). That is up to 9 weeks. They took my money promptly, but won't refund it promptly. I disagree with this policy. I should not have to wait up to 9 weeks. I expect a refund to be issued promptly, just like they took my money.
Business Response
Date: 05/07/2025
May 7, 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
Initial Complaint
Date:04/15/2025
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.
FOR MY MIGRANE MEDICINE, EXPRESS SCRIPTS SENT ME A LARGE BOX WITH "1" PILL IN IT; IT WAS A DR ****** IT WAS SUPPOSED TO BE A 90 DAY SUPPLY; THEY NEVER EVEN CALLED TO VERIFY THAT "1" PILL IS CORRET WITH ME OR THE *** THEY ARE NOW REFUSING TO GIVE ME MY MONEY BACK OR JUST LET ME PAY FOR THE ONE PILL; THEY ARE TELLING ME THAT I HAVE TO PAY THE SAME FOR 1 PILL OR A 90 DAY SUPPLY. SPOKE TO SEVERAL PEOPLE THERE INCLUDING A PHARMACIST AND ***** WOULD HELP ME FIX THE SITUATION.
Business Response
Date: 05/01/2025
May 1, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/05/2025
Complaint: 23206044

I have reviewed the business' response and am rejecting it because: they are still trying to charge me for the 1 pill that was Dr ***** , there is a ***** charge on my account. Will not pay. I offered to return it.

Sincerely,

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/12/2025
Complaint: 23206044

I have reviewed the business' response and am rejecting it because: they are still charging me ***** for one single pill that was a Drs mistake they sent me a huge box for one pill!!! I offered to return it or pay for one pill but they want to charge me the same as if I ordered a 3 month supply.

Sincerely,

********* **********
Initial Complaint
Date:04/14/2025
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.
On 3/17/2025 I was invoiced $5,249.96 for an order I had placed through Accredo/Express Scripts. On 3/19/2025 I made a credit card payment for the full amount. Despite having told them many many times, and having had this same issue in 2022, not to use any co-pay assistance on my orders, they applied co-pay assistance to my order. Next, they credited my payment of $5,249.96 back to my account as a credit balance. On 3/24/2025 I contact Accredo and informed them of the problem. They told me that they could clearly see that I had request several times that co-pay assistance not be used. They told me that my case would be forwarded to a special team to have the copay assistance returned to Opus Health and to have my payment applied and my out of pocket accumulator adjusted to properly reflect my payment. I was told this normally takes 5 to 10 business days. When I called again to check on the status, I was told it takes 7 to 14 business days. It has now been three weeks since I initially contacted them and there has been no resolution. In the mean time, my medical and prescription drug claims are not being processed correctly because my accumulator balances do not properly reflect my $5,249.96 payment made on 3/19/25. I ask that they immediately return the co-pay assistance that they took from Opus Health and instead apply my $5249.96 payment and refund to my credit card any amount that exceeds my out of pocket maximum.
Business Response
Date: 04/30/2025
April 30, 2025

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

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

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

Sincerely,

***** ******-*****
Executive Correspondence
Customer Answer
Date: 05/01/2025
Better Business Bureau:

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

Sincerely,

**** *****
Initial Complaint
Date:04/14/2025
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.
Hello,Due to the closure of my local ********** I had switched to Express Scripts (it's heavily encouraged by Cigna). I have been taking ********* to control perimenopause symptoms, such as night sweats, insomnia, and most importantly, burning mouth syndrome (BMS) associated with perimenopause. BMS is really painful. When I wasn't on estrogen, I had flare *** every night, often the pain was excruciating and made it difficult to eat and sleep. About a month ago I received my new ********* 2mg pills, allegedly manufactured by ******************* from Express Scripts. I gradually noticed over the past month that instead of getting better, my symptoms were all recurring again, more and more frequently and more painfully. Finally, I had to allow that the drugs were not working as intended. It so happens that I still had about a week's worth of my original ********* from ********** I took those pills and right away I felt better. No mouth pain, no night sweats, better sleep. I had to report this incident because sending drugs that don't work to patients is unacceptable. They caused me a month of physical and emotional pain. I don't want this to happen to anyone else. This needs to be investigated and fixed.
Business Response
Date: 04/25/2025

March 25, 2025

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

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

Dear ********************** is to advise you that multiple outreach attempts have been made to ***** **** to discuss her concerns. To date, Mrs. **** has not returned our calls;therefore, her case has been closed as resolved. **************** contact our office, we will be happy to discuss her concerns.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/11/2025
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.
This complaint against Express Scripts is related to a billing error they made in my account related to a January 2024 invoice.On March 17, 2025, I received a text message from ************************ (***) stating that Express Scripts sent $250 to collection for a January 2024 invoice.I immediately called Express Scripts. I was put on hold three times and the calls were disconnected. The third call I was disconnected after I was on hold for an hour. Fourth call: a person in billing said the invoice was in my husbands name. He has never had an account with ********************** or Accredo. She asked: Why didnt you just pay the bills we sent? Let's make this clear: EXPRESS SCRIPTS DID NOT SEND ANY BILLS FOR THE INVOICE. Lets also be clear that they had the correct address with my husbands name. I asked why my online account currently showed a zero balance and why it also showed a zero balance when I filled my final prescription with Express Scripts in June 2024. The billing person said they zero out an account when it goes to collection. I asked why my online account showed the invoice as paid in full, but I received no ************** January 2024 there was a disruption with my co-pay assistance, so it is possible I owe the amount. However, I received statements every month until my final refill with Express Scripts in June 2024 that showed zero due. Several times when I refilled my prescription I asked if there was any balance on my account: I was told no. After four phone calls and 2 hours and 38 minutes on the phone I paid $250 with a credit card. I requested a receipt that I immediately sent to ****I called NRA on 4/11/2025, and they acknowledged they received the receipt and were awaiting a response from Express Scripts.I have acted promptly to resolve this issue. Now nearly one month has passed since *** first notified me. Express Scripts, its time for you to resolve this issue with ***. You caused this error, and you need to correct it.
Business Response
Date: 04/22/2025

April 22, 2025

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

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

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

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Customer Answer
Date: 04/25/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Express Scripts has confirmed that I have a zero balance.

Sincerely,

***** *****
Initial Complaint
Date:04/11/2025
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.
I placed the order with express scripts and had it shipped on 04/01. I was home the entire day for the package (I work from home) and no package was delivered nor attempted. I checked the tracking next day and the package was on the way back to you guys. I called *** and was told it was direction of sender. I did not reject the package. I contacted express scripts immediatley and asked them to transfer my prescription and had amazon pharmacy send the request, Instead I get ignored and log on to see you want me to pay $250!!!!
Business Response
Date: 04/25/2025
March 25, 2025

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

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

Dear ********************** is to advise you that multiple outreach attempts have been made to Meggie ***** to discuss her concerns. To date, Mrs. ***** has not returned our calls;therefore, her case has been closed as resolved. Should Mrs. ***** contact our office, we will be happy to assist and discuss her concerns.

Sincerely,

***** ******-*****
Senior Manager, Executive Correspondence
Initial Complaint
Date:04/11/2025
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.
Since Aug 2024, I have been receiving my Wegovy Rx from my local pharmacy, Rite Aid. I received it monthly, paying a $24.99 copay each time. This continued thru early Jan 2025. On Jan 31, 2025, Rite Aid instructed me to pay $1287.46 if I wanted to receive the medication. Because it's a medication that needs to be taken without interruption, I paid for the Rx in full using my ***** debit card. Rite Aid rounded it up to $1288, the $0.54 was donated to a charity. I contacted Express Scripts the next day, and during that conversation, I was informed I need to follow their 90-day supply rule. I explained that I had just paid for the medication in full, and I was informed that I can complete a direct reimbursement form either online or submit via mail because my particular plan allows me that benefit. I was instructed to include original receipt showing my proof of payment as well as the pharmacy portion indicating the medication, dosage, quantity, price charged. I completed the form and mailed everything in immediately. In mid-February, I called to follow up on the status of my request. I was informed by the representative that I was already paid and that my request would be considered a duplicate submission. I replied that this was not true. The representative checked with her supervisor. The supervisor advised me to submit again because that was an error on their part and that it was okay if I submitted copies since the originals were already received by Express Scripts. Immediately following that phone call, I completed the reimbursement request and submitted online, and I sent in another copy by mail. I have since received two denials from Express Scripts in March 2025 denying my request with the following justification: "This is a duplicate claim. Our records show that we have already paid you or your pharmacy for this claim, or we have already applied the amount of the claim to the benefit amount for which you are responsible" I have appealed twice to no avail.
Business Response
Date: 04/25/2025

April 25, 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
Customer Answer
Date: 04/28/2025
Complaint: 23190760

I have reviewed the business' response and am rejecting it because: I received a voicemail from ****** with whom I spoke one week prior. He followed up with me because he was in receipt of my complaint. I explained to him in detail why I made the complaint. He did not have a resolution for me on the spot because he had to look into the case further. The details were not making sense to him as to why I was put in the predicament I am in and out $1200. He left me a voicemail on Fri, 4/25 letting me know he still has no update or answer and that he would continue to look into it. The bottom line is that I was misinformed on two occasions by three different employees of Express Scripts. For that reason alone, I should be reimbursed. ****** confirmed he listened to the calls between me and the Representatives and that I was not given the correction information. The medication in question has to be taken on schedule without breaks or gaps in treatment. I paid for the Rx in full because I was due for my next dose. I was then told I would be reimbursed by Express Scripts once I completed forms, received pharmacy signatures and receipts. I went out of my way and to great lengths to provide the company with the proof they needed in order to reimburse me. Now I am told I cannot be reimbursed. That should have been explained to me when I called to inquire about it during my first phone call, nevermind two phone calls speaking with three separate employees. The fault here lay on the lap of the Express Scripts Staff and lack of training or experience. I should not be penalized heavily because of their issue. I am rejecting their decision to close the case because it is far from resolved. Thank you.

Sincerely,

****** ******
Customer Answer
Date: 05/12/2025
The company reimbursed me in full. Thank you for your assistance.

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Express Scripts is NOT a BBB Accredited Business.