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Business Profile

Health and Wellness

Express Scripts

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

This business has 2 alerts

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

    • 1,530 total complaints in the last 3 years.
    • 602 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:04/14/2025

      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 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:04/11/2025

      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.
      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:04/07/2025

      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.
      Not receiving long acting insulin, am a Type 1 Diabetic *** must have long and short acting insulin. Have received 6 emails from Express Scripts stating needing more information from Doctor. Contacted Doctor 5 times to clarify orders. Was told by Express Scripts 4/1 that medication was in stock and they would ship when dosage was confirmed by ******* *** did this 4/1/25. Received email today, 4/5/25 that order not processed due to more info from Doctor and they had tried to contacty him. This has been in a span of less than 6 weeks. I don't know what else to do, I'm frustrated and helpless at this point and my Doctor has done everything they have asked. Can someone please help.

      Business Response

      Date: 04/10/2025



      April 10, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 04/11/2025

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:04/05/2025

      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.
      This pharmacy has been delaying my medication, even when I call it in as early as they allow me to. I called in a refill on March 24th and my last day until I would run out would be March 31st. I didn't receive my medicine until late in the day on April 3rd, leaving me completely without for about 3 days. I called March 28th and March 30th expressing my concerns and if they could escalate the order. I called again twice on Monday and was assured it was shipping out "1 day shipping". I received so many contradictory reasons for the delay and nobody seemed to know what was going on, nor did they seem to care. I need this medicine and they have been running me out on several occasions. This is unacceptable to me.

      Customer Answer

      Date: 04/07/2025

      Yes, I did get the medication on April 3rd, but they ran me out of medication for 3 days

      Business Response

      Date: 04/17/2025



      April 17, 2025




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


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


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

      Sincerely,




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

      Customer Answer

      Date: 04/18/2025

      Complaint: 23165125

      I have reviewed the business' response and am rejecting it because:



      Sincerely,

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

      Customer Answer

      Date: 04/18/2025

      I am rejecting this because the business has not done anything to correct this ongoing problem. I felt the call was only to express "they are doing all they can", yet apparently they just can't be consistent about getting my medication to me on a timely manner and running me out for days at a time.

      Business Response

      Date: 04/24/2025



      April 24, 2025




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


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


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

      We contacted Mrs. ********* and discussed her concerns.  We attempted a second outreach to confirm information previously discussed, but we had to leave a message.  ********************* contact our office, we will be more than happy to discuss further.

      At this time, this matter is considered closed.  

      Sincerely,




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

    • Initial Complaint

      Date:04/04/2025

      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.
      After receiving specialist documentation, medical professional documentation and following every step the medication has been denied by bureaucrats. Attempts to communicate directly with Express Scripts is exceedingly difficult. Three times we have tried using their phone number only to be on hold one hour and forty-five minutes, second was two hours and eleven minutes and the third was one hour and thirty-seven minutes before Express-Scripts disconnected the calls. We are not the only ones with this complaint. This is totally unacceptable.

      Business Response

      Date: 04/14/2025


      April 14, 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 Mrs. ******* and will continue to do so through completion.

      Sincerely,




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

    • Initial Complaint

      Date:04/02/2025

      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.
      Good afternoon BBB, I'm writing you today on behalf of my father. Dad is a retired National Guard and County Sheriff's Deputy. He has Tricare for his insurance in tandem with ********. He gets prescriptions locally if they are a one-off thing but must use Express Scripts for continuing prescriptions. His doctor called in a prescription for him and he's checked the Express Scripts system to see that the prescription shipped around March *****th. Further tracking shows it arrived at a **** facility in ******** on March 18th. He ran out of it the end of March and has gone round and round with Express Scripts, DHL (delivered to Illinois ****) and the **** without success. **** says *** did not deliver it. *** says they did. Express scripts cannot help him because it's been shipped. Shouldn't Express Scripts be following up on their shipments to ensure they are timely or at least be willing to look into it for a customer? Here's an *********** man who's served his community and country and he's being treated like he's of no consequence. We have no idea whether the problem is with Express Scripts, DHL or ****** but at any rate, NONE of these agencies should be treating this issue as if it's unable to be solved. Is this man supposed to forego medication because these entities don't care? If you have any way to look into these things , I would appreciate attention to this matter. My Dad can't be the only one being treated this way and since ******** is usually an organization for our Veterans I would suspect that many are. At the very least, Express Scripts should be shipping a replacement out without charge via a different shipment method that is ************ Dad is not seeking any money-he just wants his prescriptions in a timely manner. I get to listen to his distress in the evenings when he tells me how many hours he's put into trying to just get his medicine. Thank you for any help

      Business Response

      Date: 04/17/2025

      April 17, 2025




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


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


      Dear ********************** is to advise you that ******* Arnsons 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

    • Initial Complaint

      Date:04/02/2025

      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.
      On 3/24/2025, my doctor submitted a new prescription for ******* for a monthly dose. There is a prior authorization on file, ******** - however, the plan limitation is exceeded. this is according to Express Scripts representative.I have called my doctor's office for them to contact Express scripts and request an exception to the denial for the quantity above the plan limit. My doctor waited on the line for over 30 minutes and then was cut off. The nurse at my doctor's office said she faxed a request to Express scripts since she could not get a person or pharmacist on the line.I have been without my medication for 3 months due to the denial by Express Scripts. I have Chrons Disease and it is critical to my health that I recieve the medication.

      Business Response

      Date: 04/14/2025



      April 14, 2025




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


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


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

      Sincerely,




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

    • Initial Complaint

      Date:04/01/2025

      Type:Customer Service 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 has threatened to drop my insurance by phone call and letter for not using them or a preferred pharmacy to fill my families prescriptions on my insurance, and will over ride the doctors direct order for a specific variant of a prescription due to health concerns. They will send a variant of medication that is a health hazard to my fmaily member and will refuse to fill the doctors direct prescription without an appeal, and they will fight the appeal. Furthermore, to run my prescription through them or preferred pharmacy is more expensive that using our own desired pharmacy who does not mess the medication up.

      Business Response

      Date: 04/14/2025

       

      April 14, 2025




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


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


      Dear ********************** is to advise you that ***** Wellborns 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:04/01/2025

      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.
      My daughter was diagnosed with Plaque Psoriasis in 2022 and needs ********, a very expensive medication. Her insurance requires us to use Accredo Specialty Pharmacy not by choice. Our experience with them has been a nightmare. In 2023, we received outrageous invoices (over $7,000 for ********) despite having insurance and copay assistance. When I called, Accredo blamed our insurance. But both our insurer and copay provider confirmed Accredo hadnt even submitted claims. After months of disputes, the charges mysteriously disappeared from our account without explanation. In 2024, we got her script through ******** and had zero issues all year no billing problems, no delays. Sadly, due to changes in their program, we had to return to Accredo, and the problems immediately resumed. Every month theres a new excuse: incorrect invoices, false denials, and failed communication with our insurance and copay program. Most recently, March 27, 2025 @ 10:23am I spent 55 minutes on the phone with an Accredo rep ******** M.) and our insurance to resolve a payment issue. Even after they confirmed payment, my daughters delivery was still stopped, and she is now overdue for her medication. Accredos customer service is inconsistent, their billing practices are misleading, and their failure to communicate properly with insurers and assistance programs puts patients at serious risk. I fear my daughter may be stuck with them for life due to her chronic condition, and its heartbreaking to know so many other families are going through the same thing. This company should be investigated. No one with a serious medical condition should have to go through this every month just to get essential treatment. This is absolutely unacceptable.

      Business Response

      Date: 04/14/2025



      April 14, 2025




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


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


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

      We contacted Mrs. ********** and discussed her 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: 04/15/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ********. At this time, the immediate issue has been resolved and my daughters prescription has been processed. However, I received no clear explanation from Accredo regarding the false invoice or why it took filing a BBB complaint to finally get the matter addressed. I also want to note that since submitting my complaint, the billed amount for my daughters prescription has significantly changed from over $7,400 to approximately $5,600 which further supports the concerns I originally raised about inconsistent and questionable billing practices.
      While I hope there are no further issues, based on past experiences, I cant say that with confidence. Its extremely disappointing that it required third-party involvement just to get a necessary medication properly fulfilled. I sincerely hope this marks a turning point in how Accredo handles our account going forward.
       
      Sincerely,

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

    • Initial Complaint

      Date:04/01/2025

      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.
      Hello,I would like to request assistance with a medical bill I have received. Both the bill and the pre-authorization from my insurer are attached. I have no yet received an explanation of benefits from my insurance company.I would like to determine whether insurance was billed before this bill was sent to me, as it appears I am being billed for the entire amount despite the pre-authorization.I attempted to call the number on the bill but was unable to reach a human or get the information needed. The phone line only offered options to hear balance, pay the balance, or change method of payment.Thank you,*********

      Business Response

      Date: 04/17/2025

      April 17, 2025




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


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


      Dear ********************** is to advise you that ********* Macrobbies 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

    Express Scripts is NOT a BBB Accredited Business.

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